Customer care.
True story.
A few years ago, British Rail had a real fall-off in business.
Looking for marketing answers, they went searching for a new ad agency
– one that could deliver an ad campaign that would bring their customers
back.
When the British Rail executives went to the offices of a prominent London
ad agency to discuss their needs,
they were met by a very rude receptionist, who insisted that they wait.
Finally, an unkempt person led them to a conference room – a dirty, scruffy
room cluttered with plates of stale food.
The executives were again, left to wait. A few agency people drifted in and
out of the room, basically ignoring the executives who grew impatient by
the minute.
When the execs tried to ask what was going on, the agency people brushed
them off and went about their work.
Eventually, the execs had enough. As they angrily started to get up,
completely disgusted with the way they’d been treated,
one of the agency people finally showed up.
“Gentlemen,” he said, “your treatment here at our Agency is not typical of
how we treat our clients – in fact, we’ve gone out of our way to stage this
meeting for you.
We’ve behaved this way to point out to you what it’s like to be a customer
of British Rail.
Your real problem at British Rail isn’t your advertising, it’s your people.
We suggest you let us address your employee attitude problem before we
attempt to change your advertising.”
The British Rail executives were shocked – but the agency got the account!
The agency had the remarkable conviction to point out the problem
because it knew exactly what needed to change
From India, Coimbatore
733True story.
A few years ago, British Rail had a real fall-off in business.
Looking for marketing answers, they went searching for a new ad agency
– one that could deliver an ad campaign that would bring their customers
back.
When the British Rail executives went to the offices of a prominent London
ad agency to discuss their needs,
they were met by a very rude receptionist, who insisted that they wait.
Finally, an unkempt person led them to a conference room – a dirty, scruffy
room cluttered with plates of stale food.
The executives were again, left to wait. A few agency people drifted in and
out of the room, basically ignoring the executives who grew impatient by
the minute.
When the execs tried to ask what was going on, the agency people brushed
them off and went about their work.
Eventually, the execs had enough. As they angrily started to get up,
completely disgusted with the way they’d been treated,
one of the agency people finally showed up.
“Gentlemen,” he said, “your treatment here at our Agency is not typical of
how we treat our clients – in fact, we’ve gone out of our way to stage this
meeting for you.
We’ve behaved this way to point out to you what it’s like to be a customer
of British Rail.
Your real problem at British Rail isn’t your advertising, it’s your people.
We suggest you let us address your employee attitude problem before we
attempt to change your advertising.”
The British Rail executives were shocked – but the agency got the account!
The agency had the remarkable conviction to point out the problem
because it knew exactly what needed to change
From India, Coimbatore
Absolutely wonderful. Most of the indian startups especially in the service sector, operating in india, grow to become a big brand due to the boom that the respective industry is witnessing. But they fail to be at par the internation giants as they dont take care of this and other such small things that are so very vital for a business. We can see such companies around us evry now and then, where business happens the trading way, that too the traditional one.
Satyabrata Tripathy
From India, New Delhi
Satyabrata Tripathy
From India, New Delhi
Hi,
After reading this I was wondering this is a universal issue rather than a marketing issue. We being in HR, also can learn lessons from this. Who are our customers? The workers! We always crib about attrition. Why the percentage of attrition is more? Is it only the salary that is making them to leave the Organisation to go to another Organisation? Definitely not! We at HR, should have right attitude. How many of us have the patience to listen to the workers problems? Most of the time we are busy. Have no time to listen! Even if we listen, the outcome is already pre-determined! In a way we are also responsible for the high level of attrition. Production people are always busy, they have no time to think!
We being at HR should listen to their problems impartially and without any prejudice and do what best we can do. Just listening to them, even though if we don't do anything, will reduce their problems by half.
-Srinaren
From India, Bangalore
After reading this I was wondering this is a universal issue rather than a marketing issue. We being in HR, also can learn lessons from this. Who are our customers? The workers! We always crib about attrition. Why the percentage of attrition is more? Is it only the salary that is making them to leave the Organisation to go to another Organisation? Definitely not! We at HR, should have right attitude. How many of us have the patience to listen to the workers problems? Most of the time we are busy. Have no time to listen! Even if we listen, the outcome is already pre-determined! In a way we are also responsible for the high level of attrition. Production people are always busy, they have no time to think!
We being at HR should listen to their problems impartially and without any prejudice and do what best we can do. Just listening to them, even though if we don't do anything, will reduce their problems by half.
-Srinaren
From India, Bangalore
Hi! Peer and Sri,
your views are perfectly fine and ofcourse! that is the fact. This is how things go round with every individual in a organization. they can't blame you as a Hr. you can't blame your boss.
To the least we need to put the blame on ourselvers.
Hope in coming years we will not see this.
Thank you guys for sharing your views.
keep it up.
Cheers,
katik
From India, Coimbatore
your views are perfectly fine and ofcourse! that is the fact. This is how things go round with every individual in a organization. they can't blame you as a Hr. you can't blame your boss.
To the least we need to put the blame on ourselvers.
Hope in coming years we will not see this.
Thank you guys for sharing your views.
keep it up.
Cheers,
katik
From India, Coimbatore
Dear Peer Sahib,
Indeed it is the self evaluation that we have to do. I think most of the Indian Services too need to check on this.
Good one.
:o :shock: :oops: :roll: :oops: :roll: :roll: :idea: :idea: :) :D :lol:
Thanx
Parwez
From India, Delhi
Indeed it is the self evaluation that we have to do. I think most of the Indian Services too need to check on this.
Good one.
:o :shock: :oops: :roll: :oops: :roll: :roll: :idea: :idea: :) :D :lol:
Thanx
Parwez
From India, Delhi
Dear Srinaren,
You have raised some very crucial points. HR stands marginalized because even if HR listens carefully the outcomes are predetermined.
- Hence in a way HR is also responsible for attrition.
Great contribution. So, HR has to create a place for itself in a manner that the outcomes are not pre-determined.
HR people of the world !!!
These are very turbulent times. And you have nothing to lose but your helplessness. Devise ways and means where your managements listen and pay attention to your suggested initiatives.
HR strategy is most effective when it is an integral part of business strategy.
Regards,
Sunil Chandra
From India, Gurgaon
You have raised some very crucial points. HR stands marginalized because even if HR listens carefully the outcomes are predetermined.
- Hence in a way HR is also responsible for attrition.
Great contribution. So, HR has to create a place for itself in a manner that the outcomes are not pre-determined.
HR people of the world !!!
These are very turbulent times. And you have nothing to lose but your helplessness. Devise ways and means where your managements listen and pay attention to your suggested initiatives.
HR strategy is most effective when it is an integral part of business strategy.
Regards,
Sunil Chandra
From India, Gurgaon
Dear Peer amd SRI,
Very intresting and useful contribution.This is the universal truth that whenever something goes wrong ( ALL THE FUNCTIONS IN A COMPANY)we have the attitude of research and finding all over the place while we fail to look in to our own dept.
Some of the assosiates have even discussed the attrition.....
To some extent it is the failure of bosses to motivate and provide extra bit of motherly affection to the employees...
However now the trend of attrition is mostly depends on the PAY PACKAGE ........And due to pressure from our companies to fill up the vacancy we also fail to follow the proper procedure in recruiting new employees in to the company.....
Over all it has thrown lights on all the aspects of our approach and attitude.....
good one
Regards,
Bennace
From United Arab Emirates, Abu Dhabi
Very intresting and useful contribution.This is the universal truth that whenever something goes wrong ( ALL THE FUNCTIONS IN A COMPANY)we have the attitude of research and finding all over the place while we fail to look in to our own dept.
Some of the assosiates have even discussed the attrition.....
To some extent it is the failure of bosses to motivate and provide extra bit of motherly affection to the employees...
However now the trend of attrition is mostly depends on the PAY PACKAGE ........And due to pressure from our companies to fill up the vacancy we also fail to follow the proper procedure in recruiting new employees in to the company.....
Over all it has thrown lights on all the aspects of our approach and attitude.....
good one
Regards,
Bennace
From United Arab Emirates, Abu Dhabi
completely true....... we dont know whats wrong with us.. unless & untill we get to know from others.... what we should be doign is check with ourself...
thanks for this ... so that atleast we can try on checkng with ourself...
From India, Mumbai
thanks for this ... so that atleast we can try on checkng with ourself...
From India, Mumbai
Hi Katik, Sunil & Bennance,
Thanks for your feedback. I agree with you all about your views. But do not forget that we as HR are only responsible to the sorry state of affairs of HR! HR has come a long way being the labour office to Personnel Office to HRD!! But don't you feel that we have not stamped our ability, shrewedness, analytical abilities, participation in decision making with the Management's goals and ideals?
We are the lot who have just confined ourselves by becomming a recruiting lot, attendance marking, statutory submissions body....and just that? Are we have gone a step forward and tell the management that being HR, we can play a key role in the management decisions of business, expansions, attrition, employee welfare, employee goodwill?
I agree with some of you, who feels the Management does not give importance to HR. But don't you think that it is our duty to enlighten them that HR is not what the Management feels by being proactive?
The topic CUSTOMER CARE, I felt is really an eye opener for all of us. We learn from this. We interact with our employees, LISTEN to their problems, share their joys and sorrows and make them feel good and proud to work in our ORGANISATION. If they feel that this work place is more than just pays me for what I do, they will stick to that Organisation and become assets to the company.
I cannot resist to quote: A PERSON WHO WANTS TO COME TO HR, SHOULD LIKE THE JOB BY HEART AND NOT AS A LAST RESORT TO NOT GETTING A JOB ELSEWHERE!
-Srinaren
From India, Bangalore
Thanks for your feedback. I agree with you all about your views. But do not forget that we as HR are only responsible to the sorry state of affairs of HR! HR has come a long way being the labour office to Personnel Office to HRD!! But don't you feel that we have not stamped our ability, shrewedness, analytical abilities, participation in decision making with the Management's goals and ideals?
We are the lot who have just confined ourselves by becomming a recruiting lot, attendance marking, statutory submissions body....and just that? Are we have gone a step forward and tell the management that being HR, we can play a key role in the management decisions of business, expansions, attrition, employee welfare, employee goodwill?
I agree with some of you, who feels the Management does not give importance to HR. But don't you think that it is our duty to enlighten them that HR is not what the Management feels by being proactive?
The topic CUSTOMER CARE, I felt is really an eye opener for all of us. We learn from this. We interact with our employees, LISTEN to their problems, share their joys and sorrows and make them feel good and proud to work in our ORGANISATION. If they feel that this work place is more than just pays me for what I do, they will stick to that Organisation and become assets to the company.
I cannot resist to quote: A PERSON WHO WANTS TO COME TO HR, SHOULD LIKE THE JOB BY HEART AND NOT AS A LAST RESORT TO NOT GETTING A JOB ELSEWHERE!
-Srinaren
From India, Bangalore
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True inspiration story.doc
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