Bad taste @ Mainland China ...

On my first wedding anniv ... I thought to take D out ... given MC is supposed to be best in chinese cuisine it was the first option ... A cousin of mine also accompanied us ...

We were seated and I asked lemon chilli potatoes for starters ... by the time we would order the main course ... somehow ... Mr waiter thought we asked for fish instead of potatoes ... pls note that there was no mention of lemon chilli fish on the menu card which was there on the table ... the ladies (pure veg by taste) did find little different but not knowing the difference and thinking that potatoes could be cooked differently in MC ate couple of pieces... by the time I was finalizing the main course ... I looked at the dish... with little surprise as potatoes were supposed to look like french fries ... and not pakodas ... I cut the pieces... I was sure it was not potatoes ... looked more like fish ... and my one bite confirmed it was fish! ... I called the manager and asked it was veg ... he confirmed it was fish ...

I called for the waiter who took the order ... he said we asked for a fish ... I lost myself ... asked when in the pamphlet was mentioned lemon chilli fish ... the ladies - by now understanding that they ate non-veg - were now in a real bad taste and mood ... we simply walked off ...

just outside the gate, the manager came in rushing ... apologizing ... (begging almost) ... however, couldn't convince the ladies ... in the meantime I blabbed that it was my first anniv ... which was overheard by the neighboring restaurant ... we moved out for a while ... and after cooled off came to the neighboring restaurant - Flames and Grills ... a joint for Kababs ... (both veg and non-veg) ... the manager - though recognized- didn't make us feel that way ... made us comfortable and we asked for veg ... it was nice selection of veg kababs ... in between my bro also joined in ... we had nice time ...

while we were awaiting of our bill ... the manager came in with a small cake with a candle ... mentioning what has happened outside ... and wishing us happy anniv ... and to top that he said it was complementary dinner ... we were simply floored ... though we insisted on paying the bill ... they didn't budge ...

It was an evening we would not forget ... from one bad experience to one really touching one ... that's what I call a customer delight!!!

Mis-Fortune by Welcome Group ...

I was in Kolkata for my cousin's wedding and the make-shift residential arrangement was done at Fortune's hotel and Country Club guest house ... Fortune group of Hotels is backed by ITC's Welcome Group ... The wedding was fun... the hotel was good ... but it was not ITC stuff! When you go to ITC's hotel ... you expect a lot! (that's the great brand value ITC has...) ... Fortune failed to make it there ... and so did Country Club ...

One of things that is paramount in hospitality industry is Customer Service and the staff ... and it's so sad to say that both were poor in standard... most of the staff present were trainees - backed by a couple of manager (i guess) - which were not been seen ... there was courtiousness and softness ... they think marriage parties are filled with people who haven't stayed in good hotels ... are there for free of cost ... the infrastructure was good ... but not great... one of my aunts got hurt because one of false sealing fell on her head! The hotel also need to understand the local culture... whatever standard they want to copy or adopt... they shouldn't forget that they are in India and they need to respect Indian culture too ... for instance ... the toilets had only paper based cleaning option (no water based) ... which is not corrent when you have most of Indians as visitors (it may be ITC staff itself) ...

ITC - hope you are listening ...

Another update ...

The building cafeteria has been asked not to sell tea / coffee - because no one was using the newly installed payment-based-vending machine... further ... the envelops from the mail room has been taken off!!! - something which is beyond my understanding ... (or a typical case of short-sightedness or penny wise and pound foolish)

No Free Coffee anymore ...

YES! ... that's what one of the large IT organization has decided to go for ...

replacing the existing coffee-day vending machines with another one which is integrated with "smart card" ... will serve you coffee / tea / other bevs on a cost ... to be charged on smart card.

just wondering ... cost accountants say that given the volume, the expenditure on the free coffee would be substantial ... i agree to just the cost part ... however, i disagree with the whole concept ... simply because, if we see the earnings per employee, this cost is really insignificant on per employee bases ... and would really make no big difference ...

on the other hand, employees might as well walk down to cafe to have a coffee ... if i am to pay for my coffee, i might as well get it from barrista than the horrible vending machine coffee ... the amount of time spent not on seat will increase from 10-15 mins to 30-45 mins ... the productivity per employee will go down drastically ... something which organizations need to really look into ...

lot of time organizations miss out the larger picture while implementing the small patch ups ... which ends up as a costly affair ...

Austerity of Politics

Last few weeks the running gov has given some stupid examples of a really needed action. Triggered by two of much respected ministers using their pvt assets to live their way, the austerity drive has resulted in actions which are nothing but laughing stock. Some of them are worth making note of … like the cattle class journey of RG creating real hassle for the cattle of the country … the hassle created by the security personnel limiting passengers to even move around (which is a much required activity in a sitting journey) … the cattle class debate on the holy cow …

I think it’s a needed step but requires little more than just travelling economy. I am sure the fin min must have dug out on expenses list of mins … and travel, phone, electricity/ utilities, etc. bills would have been very high … which could have resulted in some strictness. Little planning in execution of such kind of actions would result in better response.

For example travel …

• Pvt / charter copters are absolutely not required for politicians (barring emergencies) …
• Personal phone bills limited per month … use of telephone (with ISD barred) … would also result in ministers be in office for some time.
• Reduction in personal security levels … they are elected by people… what are they scared of!
• Use of smaller / desi cars for commutation (like maruti and tata) … why so many SUVs (that too international brands) … and even of SUV is required … why the expensive ones …
• Limited expenditure on political travel … no extra reimbursements on supporting staff… like food and drinks bill …
• Residential access… to be vacated timely by the ex-ministers so those incoming ministers do not waste on their out of ordinary stays …
• Penalties to be laid on non-follow up of norms …
• Accountability of every penny earned and spent …

I firmly believe some of these actions would certainly result in more transparency and reduction in extravagant atrocities …

Bridging the gap...

Note: Gyan

A man asked a consultant what’s time … the consultant took the man’s watch told him it’s 5 AM by the man’s watch.

There is popular perception on consultants just playing around with jargons and making noise with empty thoughts …

In the above case, I think the consultant is not wrong … it’s the question by the man is wrong. Consultants are intelligent and mean … (I don’t see any reason why they should not) … if the question comes what’s the time by your (consultant’s) watch … he would have response would have been more reasonable …

Another aspect came across while I was attending a training o strategy … it was that most of the consultant would provide info on problems and possible solutions … but they are not likely to be part of execution / delivery of the solution … and that’s where the gap lies … wrong execution of any idea would result in failure … because execution failed, the assumption goes that the strategy/ solution is wrong… however, I have different thoughts on that … most often, the delivery / execution team (which does not includes the consultant who provided the solution) do not understand the perspective/ thoughts behind the solution … they miss out the problem all together and fix up the symptoms and not the problem.

So how to bridge the gap … it’s actually simple … let the consultant lead the delivery from the thought leadership perspective … which would result in consultant working harder as he has to save his bottom … (after all he has given the solution) …

Some training sessions are good…

Last 2 days I was attending a training … on presentation skills … how funny (a training on ppt) … right? … wrong! … this training had nothing to do on ppt skills… in fact it prevented us to use ppt and use of ppt was used only as aid to presentation. The only time ppt slides were used – was to demonstrate how to use them. The presentation skills meant how you present yourself and your content. Not exactly the oratory skills but when to modulate … how much to modulate … how to stand… how to react … what to do with your hands … this training was more like a workshop … we were not just told … we were asked to do … we were video shot and coaching was provided till we improved at least once. Fantastic trainers … engaging us with every moment … connecting with us at every act …

this was one of the best training I have ever attended so far...