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
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746True 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
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Thanks for sharing. certainly we tend to overlook our faults and immediately got a catch of them when whenbody else’s is doing. good sharing :lol:
From India, New Delhi
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From India, New Delhi
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Absolutely wonderful. Most of the Indian startups, especially in the service sector operating in India, grow to become big brands due to the boom that the respective industry is witnessing. However, they fail to be at par with international giants as they don't take care of this and other such small things that are so vital for a business. We can see such companies around us every now and then, where business happens in the trading way, that too in the traditional one.
Satyabrata Tripathy
From India, New Delhi
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Satyabrata Tripathy
From India, New Delhi
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Hi,
After reading this, I was wondering if this is a universal issue rather than a marketing issue. We, being in HR, can also learn lessons from this. Who are our customers? The workers! We always complain about attrition. Why is the percentage of attrition high? Is it only the salary that is making them leave the organization to go to another one? Definitely not! We, in HR, should have the right attitude. How many of us have the patience to listen to the workers' problems? Most of the time, we are busy and have no time to listen! Even if we listen, the outcome is already predetermined! In a way, we are also responsible for the high level of attrition. Production people are always busy and have no time to think!
We, in HR, should listen to their problems impartially and without any prejudice and do the best we can. Just listening to them, even if we don't do anything, will reduce their problems by half.
- Srinaren
From India, Bangalore
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After reading this, I was wondering if this is a universal issue rather than a marketing issue. We, being in HR, can also learn lessons from this. Who are our customers? The workers! We always complain about attrition. Why is the percentage of attrition high? Is it only the salary that is making them leave the organization to go to another one? Definitely not! We, in HR, should have the right attitude. How many of us have the patience to listen to the workers' problems? Most of the time, we are busy and have no time to listen! Even if we listen, the outcome is already predetermined! In a way, we are also responsible for the high level of attrition. Production people are always busy and have no time to think!
We, in HR, should listen to their problems impartially and without any prejudice and do the best we can. Just listening to them, even if we don't do anything, will reduce their problems by half.
- Srinaren
From India, Bangalore
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Hi Peer and Sri,
Your views are perfectly fine, and of course, that is the fact. This is how things go round with every individual in an organization. They can't blame you as an HR, and you can't blame your boss. To the least, we need to put the blame on ourselves. Hopefully, in the coming years, we will not see this. Thank you, guys, for sharing your views. Keep it up.
Cheers,
Katik
From India, Coimbatore
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Your views are perfectly fine, and of course, that is the fact. This is how things go round with every individual in an organization. They can't blame you as an HR, and you can't blame your boss. To the least, we need to put the blame on ourselves. Hopefully, in the coming years, we will not see this. Thank you, guys, for sharing your views. Keep it up.
Cheers,
Katik
From India, Coimbatore
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Dear Peer Sahib,
Indeed, it is the self-evaluation that we have to do. I think most of the Indian services need to check on this. Good one. 😮 😱 😳 🙄 😳 🙄 🙄 💡 💡 🙂 😄 😂
Thanks,
Parwez
From India, Delhi
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Indeed, it is the self-evaluation that we have to do. I think most of the Indian services need to check on this. Good one. 😮 😱 😳 🙄 😳 🙄 🙄 💡 💡 🙂 😄 😂
Thanks,
Parwez
From India, Delhi
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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 predetermined.
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 the business strategy.
Regards,
Sunil Chandra
From India, Gurgaon
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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 predetermined.
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 the business strategy.
Regards,
Sunil Chandra
From India, Gurgaon
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Dear Peer and SRI,
Very interesting 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 into our own department. Some of the associates have even discussed the attrition.
To some extent, it is the failure of bosses to motivate and provide an extra bit of motherly affection to the employees. However, now the trend of attrition mostly depends on the PAY PACKAGE. Due to pressure from our companies to fill up the vacancy, we also fail to follow the proper procedure in recruiting new employees into the company.
Overall, it has shed light on all the aspects of our approach and attitude. Good one.
Regards,
Bennace
From United Arab Emirates, Abu Dhabi
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Very interesting 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 into our own department. Some of the associates have even discussed the attrition.
To some extent, it is the failure of bosses to motivate and provide an extra bit of motherly affection to the employees. However, now the trend of attrition mostly depends on the PAY PACKAGE. Due to pressure from our companies to fill up the vacancy, we also fail to follow the proper procedure in recruiting new employees into the company.
Overall, it has shed light on all the aspects of our approach and attitude. Good one.
Regards,
Bennace
From United Arab Emirates, Abu Dhabi
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Completely true... We don't know what's wrong with us unless and until we get to know from others. What we should be doing is checking with ourselves. Thanks for this, so that at least we can try checking with ourselves.
From India, Mumbai
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From India, Mumbai
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Hi Katik, Sunil & Bennance,
Thanks for your feedback. I agree with all of your views. However, let's not forget that as HR professionals, we are responsible for the current state of HR. HR has evolved significantly from being a labor office to a Personnel Office to HRD. Do you not feel that we have not fully showcased our abilities, shrewdness, analytical skills, and active participation in decision-making aligned with the Management's objectives and ideals?
It seems like we have limited ourselves to being primarily involved in recruitment, attendance tracking, and fulfilling statutory requirements. Have we not progressed to a stage where we can convey to the management that as HR professionals, we can play a pivotal role in strategic business decisions, expansions, managing attrition, ensuring employee welfare, and fostering employee goodwill?
Some of you may feel that Management does not value HR as much. However, isn't it our responsibility to educate them that HR is more than what they perceive when we take a proactive approach?
The discussion on CUSTOMER CARE served as an enlightening experience for all of us. It emphasizes the importance of engaging with our employees, actively listening to their concerns, sharing in their joys and sorrows, and creating a work environment where they feel valued and proud to be a part of our organization. When employees perceive their workplace as more than just a paycheck, they are more likely to stay and contribute significantly to the company.
I cannot help but mention: An individual aspiring to work in HR should have a genuine passion for the role, rather than considering it as a last resort due to not finding employment elsewhere.
-Srinaren
From India, Bangalore
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Thanks for your feedback. I agree with all of your views. However, let's not forget that as HR professionals, we are responsible for the current state of HR. HR has evolved significantly from being a labor office to a Personnel Office to HRD. Do you not feel that we have not fully showcased our abilities, shrewdness, analytical skills, and active participation in decision-making aligned with the Management's objectives and ideals?
It seems like we have limited ourselves to being primarily involved in recruitment, attendance tracking, and fulfilling statutory requirements. Have we not progressed to a stage where we can convey to the management that as HR professionals, we can play a pivotal role in strategic business decisions, expansions, managing attrition, ensuring employee welfare, and fostering employee goodwill?
Some of you may feel that Management does not value HR as much. However, isn't it our responsibility to educate them that HR is more than what they perceive when we take a proactive approach?
The discussion on CUSTOMER CARE served as an enlightening experience for all of us. It emphasizes the importance of engaging with our employees, actively listening to their concerns, sharing in their joys and sorrows, and creating a work environment where they feel valued and proud to be a part of our organization. When employees perceive their workplace as more than just a paycheck, they are more likely to stay and contribute significantly to the company.
I cannot help but mention: An individual aspiring to work in HR should have a genuine passion for the role, rather than considering it as a last resort due to not finding employment elsewhere.
-Srinaren
From India, Bangalore
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Srinaren,
I can really understand your words as I have undergone some of this regularly. It is very common that people point to salary as a reason for attrition. We need to understand that salary is not everything even though it is important. There have been a couple of instances where I have been able to retain unhappy employees who have turned out to be winners for the organization today. That wonderful feeling I experience today cannot be expressed. It is true that how we treat our employees will pay us in the long run.
Good posting.
Regards,
Praveen
From India
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I can really understand your words as I have undergone some of this regularly. It is very common that people point to salary as a reason for attrition. We need to understand that salary is not everything even though it is important. There have been a couple of instances where I have been able to retain unhappy employees who have turned out to be winners for the organization today. That wonderful feeling I experience today cannot be expressed. It is true that how we treat our employees will pay us in the long run.
Good posting.
Regards,
Praveen
From India
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Employee Engagement – Scaling Down Attrition.pdf
HR Manual (Employee Hand Book).doc