Customer service

I’m fresh back from delivering a workshop on engaging employees as a responsible business here in London.

We hung out with swans

We covered the usual stuff including issues related to quality, services, customer satisfaction and empowering employees to innovate.

I find a message waiting for me.

It’s from the cycle shop in Mysore. I’d left my main cycle to be fixed.

They’ve written to tell me that they’ve installed the wrong part which affects/reduces the performance of the cycle gears by one third.

Why have they written to tell me instead of just fixing it?

In my view… free consultancy…. it’s pretty clear what the options are….

1….Do it again, this time with the correct part.

2….Replace with the original part and give back to me as it was.

This sort of thing is common in India but I can’t say that I can really understand it. How is it that the supplier didn’t supply the correct part? Did the cycle shop order the wrong part and did they not check before they installed it? Why haven’t they just solved the problem? Do they expect me to take it back like this?

It reminds me of the case of the Chinese Oil….

I’d ordered Tung or China Oil to treat our new Rosewood chairs and sofa. The seller was in Delhi who would arrange delivery. It didn’t arrive.

Me: where’s my oil?

Seller: it’s with the transporter sir.

Me: where’s my oil?

Transporter: we can deliver the container sir but there’s no oil in it, it’s leaked.

I’ll not bore you with the whole story. Suffice to say. ‘The it’s not my fault guv’ wasn’t accepted. The seller and transporter sorted out responsibility between themselves. It was eventually delivered.

I’ve placed trust in people and they are accountable to deliver what they’ve promised. Any problems, well it’s up to them to sort it out, if necessary to apportion responsibility. Hopefully we all learn from our mistakes and improve for the future and the business continues to thrive and survive. From it I also know who to trust, maybe.

What’s so difficult about that?

For some reason my Indian friends just accept this poor service and don’t challenge. In that case how will anything ever change?

Banana Republic 3

Phew

The attempt to allow a party (BJP) to establish a Government (in Karnataka) without an overall majority denying the opportunity to a coalition of other parties (Congress and JDS) fails

The BJP ‘Chief Minister’ (Yeddyurappa) resigns.

“Much of the credit for this Congress-JD(S) victory goes to the Supreme Court, which overturned Vala’s [the state a Governor, with a role like the British Queen] decision to allow the Yeddyurappa government 15 days time to prove its majority. The governor’s decision was surprising, as Yeddyurappa himself had reportedly asked for only one week.

In a rare display of promptness, the Congress-JD(S) combine left no stone unturned, moving the Supreme Court twice – first by challenging the governor’s decision to call Yeddyurappa to form the government and then again to get the nomination of the controversial pro tem speaker, K.G. Bopaiah, reversed. They also moved their MLAs around frequently and built public opinion against the alleged bribery attempts !by the BJP.”

Full article here

Real Message From Karnataka Floor Test is That Modi, Shah Are Not Invincible

Check the article here

So what can we take away from all this?

It’s not a Banana Republic?

The opposition seems to have got its act together to collaborate and to challenge the the BJP machine. Let’s hope it can continue that same energy and effectiveness in Government. It shows how best to beat BJP in next year’s national elections so it has national significance.

The robust institutions, in this case the Supreme Court as a brake on the BJP juggernaut.

That was all a couple of weeks ago. The ‘dynamic duo’ of Congress and JDS in coalition are now creating a Government.

The ministers are appointed and we wait with baited breath for some coherent Governance aka serving the people 😉 just look at the list above. The caste of each minister is listed and therefore just shows what the issues are. Many people vote according to community aka caste. Now there are arguments from individual ministers and communities that their ministerial responsibilities are not good enough! Good enough for what? Serving the community? Making a difference? Leaving a lasting legacy? Probably not …. if the comments of friends and neighbours are anything to go by it’s whether it creates enough of an opportunity to make money.

The lessons for elsewhere.

Let’s not be smug. This sort of shenanigans is found the world over, admittedly with cultural variations.

The Donaldness in the US is also testing the rules to the absolute limit, some would say clearly stepping over, bashing through or stomping on them, nepotism is just one of many examples. It might indicate that the rules and the institutions that ensure action and accountability aren’t quite working to ensure a ‘fair’ and robust system.

On the other side of the ‘big pond.’

In the chaos that once had an Empire, yes the disunited kingdom (UK) did once have an Empire. I’m not supporting colonialism just pointing out that there may have been at least one point in the past when they could actually manage something. Now they clearly can’t organise a party in a Brexit micro brewery.

Wherever in the world we’ve lost sight of the real focus. All this should not be about party, power at whatever cost or manic pursuit of dogma or money. Surely is should be about doing the best for all its people.

I can feel the innocence and naivety oozing from my every pore. 😉

a very big

thank you to our wonderful wedding guest friends

Mike and Sue representing our friends and family in the UK, indeed the whole of the British Isles

Tom and Amy, well for being Amy and Tom

witnesses for all turning up at the registry office to hang around

Vasanth for being the most tolerant and oldest friend

Satish, project manager

for the many friends we’ve been fortunate to make through Mysore Bed and Breakfast and MyCycle Tours and who’ve been great to keep in touch and tolerate Stephen’s continuing blog entries that have now actually lasted longer than the weddings.

Ruby

Street dog Update

Ruby was first adopted as a puppy by one of the neighbours. I asked them to deal with her skin problem when it first arose. But they first neglected it then threw her out when it became a real problem.

Ruby disappeared.

She reappeared last week in a sorry state. We’ve always been friends so today once she’d appeared during the day, I managed to catch her.

Here’s the rest of today’s adventure.

Vasanth and I took her in the auto

. She stunk! But settled in quite quickly. Our destination was PFA – People for Animals. Right over the otherside of Mysore. It’s a great place, we know them well 🙂

I left a donation. The vet will fix her and neuter her. I’ll check how she is when I get back from the UK in August. We can’t have her because of Lucie and she’s unlikely to get adopted. So, she’ll be let back into the street where she was found (it’s the law) we’ll adopt her from a distance.

Lucie was of course very put out and jealous, as you can see. But where is Billi?

Will it, won’t it?

The bet is on! Each year we have a lovely array of Brahma Kamla flowers.

Here’s the buds.

Manjula reckons they will not flower before I leave on Monday. I believe they will. The wager is 1000rs.

Here’s what it will look like