Dinesh Divekar
Business Mentor, Consultant And Trainer
PradnyaL
Sr. Executive - Hr & Admin
Surajvarma
Student
+1 Other

Cite.Co is a repository of information and resources created by industry seniors and experts sharing their real world insights. Join Network
Hi I am pratap working as HR Executive in automobile service company.

250 employees and 7 croer yearly turnover.

An customer of ours has beaten employee by his driver for late

delivery in the premises of comapny infront of customer ,when I interfered i was also beaten by driver.

This has happend before employer.

I have recored F.I.R. in police station.

Employer do not want to talk about this.

When asked he pointed blame on employes in general as they dont talk to

customers properly.And treating this as my personal Matter.

He has started giving signal that he donot want my services.
After this event.I this he want to harass me .

I process salary for 150 employyes.
look after policy development.
ESI/PF,Employee welfare,Disciplinary action,ETC.

I get 8000/- p.m. I am MBA(HR),this is my firest job.

I been working in this company for last 1 year as HR executive ,I am only hr person . and 1st hr in this compay.

Some highlight about Employer working style.

1. He has not filed pf returens from 2001 to 2008.

2.No company policy eventhough company is 25 yrs.

3.Insecurity among employees regarding job.

4. Encougment to employees who supress other employyes as menas to control employees.

I am looking for job outside, I have reported F.I.R. he wont keep me in service as he is treating this matter my personal matter(Filing of F.I.R.).

Please guide How should I handle this situation.

I would provide more details if needed.

I am going to quit ,as early as possible.

Regards
Pratap
9689901446

Dear Pratap,

It is a common fact that employers do not treat employees as their asset. Why India does not grow is because of this kind of psyche.

I knew a case wherein client of Courier/Logistic MNC had beaten up its courier. Courier had to pick up shipments from various clients. This particular client was delaying the handing over of the shipment. When courier had protested the delay, he got slaps!

Courier reported this fact to the higher officials of that MNC but they did nothing. They just counselled the courier and life went on as usual. Higher officials looked at the business generated from the client rather than the slap that the courier had received.

Coming to your case;

a) did you inform your employer before filing FIR at police station?

b) Do you have adequate witnesses? Will they give evidence at the court?

c) You have given few points as "highlights' of your company. They bear no relation to your case. If employer did not file PF return then why you did not convince him about the implications? If he was not ready to get convinced (which in any case he would not considering his nature), why you continued with this job? It is your employer's company and how to run it is his personal choice. If his functioning was not congruent with your values or your choice, you should have quit the job long ago.

d) Now you have two options - close the case and keep it quite or pursue the case. With former option, you can continue with your employment. It will give you some lead time to look job elsewhere. With latter option, your employer may terminate you outright and you may be out of job.

e) If you sit across for interview when you are without job obviously your market value would be lower and negotiating power will also come down.

Please think in all the angles.

Once you quit the job to teach a lesson to you may complain to PF for non-contribution of PF. But then do you think that PF authorities are not aware of this obvious fact? Your employer must be greasing their palms.

Ok...

Dinesh V Divekar





Thanks Dinesh. Good advice,you are right about sitting for interview without job. I will try to find middle way ,we can adjust at some times to win long term success. Regards Pratap
Dear Pratap,

The one thing that you have written is when customer became fussy, how the situation was handled? Was your staff assertive? When you intervened, were you assertive? Did you apologise the customer?

Have you trained your staffs on customer service and most importantly, on "how to handle irate customers"? When customer was irate, what kind of service failure was there? Was it serious?

Problem of the rude customers is everywhere. But then has your company recorded instances of company dissatisfaction? Have these instances of dissatisfaction discussed in the training?

Pratap, you need to learn reading mindset of the others as well. In spite of working for about year why you could not understand psyche of your employer? What he values and what he does not value, you should have understood by now. Will my employer support me if I approach police, this million dollar question you could have asked yourself.

Understanding others is prerequisite of leadership. Without understanding, how can you influence others?

These are my humble views and no way I wish to antagonise you.

Thanks,

Dinesh V Divekar





Dear Mr. Divekar,
Will you please explain me on certain points -
1. Is it a right decision for anyone's career to work with a company where employer's functioning was not congruent with your values or your choice. Because it will surely affect one's style of working & learnings at initial stage of career. Will that person be confident in future job/career?
2. Why can not one get his desired job & salary on his own skills & talent if he sit across for interview without job in hand? Does market value/ job in hand that much affect one's negotiating power?

Dear Pratap
First of all i want to suggest that please don't let others know about ur company's secrets and weaknesses in frustuation.as a fresher u got a job and infact he is ur employer.We could understand ur problem and can give views only ,but finally u have to take the decision.
my sincere suggestion to leave the job after getting the new job.
rgds
SV

Dear Mr Dinesh I welcome your comments.

I would like to point out that some times being assertive does not work ,it is all situational and it cant avoid damage.

In my case he was requesting not to file case,But I did.

I am back on work .So I think more than knowing employer one should know what is right and courage to follow that.

Most of the time employer does not have social responsibility in real scence,in that case you should have your own view and not follow employers (for that purpose I prefer to play Diplomatic and assertive.)

And what do you mean by knowing his Pshyce ,I ofcource know his .

But this does not mean that I take his point of view and compremise on values,See the Difference?

Its not about knowing and obeying employer ,Its about having that inflluence which can

Let you make chang in the system .

Inspite of his resistance I have filed a case ,and I am still on Job.

And I am on Job is to show company How one can fight these cases ,I am looking for job and as soon as I get one I am going to quit.

And I question you Mr Dinesh Have you practically handeled situations ,or is this Just a

Knowledge without test of practice.

I welcome your comments further.

Regards

Pratap Kamble

Dear Pradyna,

My replies to your comment are as below: -

1. Is it a right decision for anyone's career to work with a company where employer's functioning was not congruent with your values or your choice. Because it will surely affect one's style of working & learnings at initial stage of career. Will that person be confident in future job/career?

Whether that person will be confident in future job or career that I cannot say, but it will affect his/her working style that is for sure. Either he/she will become docile or aggressive. In the initial stage he/she did not understand how the how management science is followed in practice and it will erode that person's faith on the management science. That is the last thing anyone can ask for!

2. Why can not one get his desired job & salary on his own skills & talent if he sit across for interview without job in hand? Does market value/ job in hand that much affect one's negotiating power?

When you are without job, your market value reduces because you become needy. You cannot command anything. Confidently he/she cannot say - look this is what I am, this is what I stand for! Obviously that candidate cannot show any confidence. Once you become needy, how can you negotiate? A seasoned interviewer will find out this in just 5-10 minutes and starts manipulating the things to his/her advantage. Pradyna, make it a point, you can negotiate only once at the time of interview. Thereafter, nothing can be done.

Ok...

Dinesh V Divekar

Dear Pratap,

My replies to your comments are as below: -

I would like to point out that some times being assertive does not work ,it is all situational and it cant avoid damage.

Being assertive does work. Rude customers is a challenge all along not only in your industry but in all the industries. Ask cabin crew - how challenging their job is at times.

In my case he was requesting not to file case,But I did.

I am back on work .So I think more than knowing employer one should know what is right and courage to follow that.

I appreciate your self awareness and courage is value. Good that you are showing values in action.

Most of the time employer does not have social responsibility in real scence,in that case you should have your own view and not follow employers (for that purpose I prefer to play Diplomatic and assertive.)

Whether employer demonstrates social responsibility or not is his choice. You exercise your choice!

And what do you mean by knowing his Pshyce ,I ofcource know his .
But this does not mean that I take his point of view and compremise on values,See the Difference?

Its not about knowing and obeying employer ,Its about having that inflluence which can Let you make chang in the system .

You have a fire in your belly to change the system. Very good but who keeps this fire burning by the way? Your employer! If you wish to change the system then being a paid employee it is not possible. Raise your own company and demonstrate principled centred leadership.

Let me quote the story of owner here. In the fifties and sixties, large number of Japanese and Koreans went to USA for higher studies. One student from Korea found that these Americans works only for 8 hours and that to five days a week! In his country slogging for 12 hours and that to for six days was norm. He thought once I go back my country, let me start my own company wherein I will make sure that my employees do not work more than 5 days a week. Really he did that too. Who was he? He is owner of Samsung
!

Inspite of his resistance I have filed a case ,and I am still on Job.

And I am on Job is to show company How one can fight these cases ,I am looking for job and as soon as I get one I am going to quit.

No comments!

And I question you Mr Dinesh Have you practically handeled situations ,or is this Just a Knowledge without test of practice.

I am ex-hotelier. Ask any security manager/officer of a star hotel and fights with or among the drunken are common. If security officers of hotel were to retaliate, or go to police and lodge a complaint, then probably they will end up in lodging a complaint every month! Handling Indians is still ok however, handling foreigners is still little difficult. Once needs to be quite cautious. One wrong move and reputation of the country itself at stake.

Among those who are Indians, hoteliers have to deal with people of all hues - actors, actresses, business tycoons, sport-persons and above all politicians. Many of these people have their own whims and fancies. But then hotel business has to go on in spite of their whims and fancies
.

I welcome your comments further.

My final comments: - Pratap, convincing is another name leadership as well. I doubt you have process manual to handle your operations. You could have convinced your management to introduce one. Secondly, you also could have convinced your management to conduct the staff training on implementing principles of customer service. It also could have gone long way. Were you proactive in informing your customer that his vehicle could not be serviced in time? Probably not. Proactive information always helps.

Following are the universal customer needs: -

Need to be UNDERSTOOD: - Those who select your service need to feel they are communicating effectively. This means the message they send should be interpreted correctly. Emotions or language barrier can get in the way of proper understanding.

Need to feel WELCOME: - Anyone doing business with you who feels like an outsider will not return. People need to feel you are happy to see them and that their business is important to you.

Need to feel IMPORTANT: - Ego and self-esteem are powerful human needs. We all like to feel important. Anything you can do to make a great feel special is a step in the right direction.

Need for COMFORT: - Customers need physical comfort; a place to wait, rest, talk or do business. They also need psychological comfort; the assurance they will be taken care of properly, and the confidence you will meet their needs.

Thanks,

Dinesh V Divekar

Dear Pratap,
This is my last comment on this post. Please read the following book. Later build the customer service mechanism based on this book. If you had done earlier, contingency that you mentioned would not have arose. The book is:
A Complaint is a Gift, using customer feedback as a strategic tool by Janelle Barlow and Claus Moller. The book in India is published by TATA McGraw Hill.
The chapter 7 is "Five Principles of Turning Terrorist Customers into Partners".
Ok...
Dinesh V Divekar

This discussion thread is closed. If you want to continue this discussion or have a follow up question, please post it on the network.
Add the url of this thread if you want to cite this discussion.






About Us Advertise Contact Us
Privacy Policy Disclaimer Terms Of Service



All rights reserved @ 2020 Cite.Co™