Sunday, November 10, 2019

Do we still see service beyond everything else? Is customer service fast vanishing?

1.       I entered Family Stores on my way home after office, so naturally I was very tired and thirsty             also. After finishing my shopping, I approached the billing counter and requested for some water         to drink. Was appalled when the billing in-charge pointed his finger to the counter with sealed             water bottles and said to me, “madam, you can buy from the bottles kept on that counter”.

2.       I waited for the tender coconut vendor to cut open the coconut for me, when I noticed that he had a lit cigarette in his right hand. So I asked him to wipe his hand clean and only then get to the task of opening the coconut. He just nodded his head, but didn’t wipe his hand.

 Instead, he cut open the coconut and handed over both the shells to me, for me to take out the kernel by myself – only because I had asked him wipe his hands clean before he did anything for me.

Just a few examples of how customer service has gone downhill. Basic courtesy, respect and concern for another human being, are fast vanishing.

Businesses are under the illusion that only promos and offers are enough to retain / get more customers. Are they?

Published in LinkedIn on 8th November 2019


The Red Umbrella


Published in Deccan Herald on 11th November 2019



Monday, September 23, 2019

Cashless or careless payments?


                                                       Copyright Credit: Blend Images / Alamy Stock Photo


Another bill from BESCOM has come up for my attention and payment. Gosh, the kind of memories it brought to my mind instantly. It all began years ago, when I went for the ECS (Electronic Clearing System) facility to ensure timely payment of BESCOM bills, so that the electricity department would never get a chance to disconnect power to my flat.

Years later, last June, I had to sell off the flat and so in August 2018, I promptly gave a letter to HDFC Bank, to cancel the existing ECS mandate, mentioning my customer ID and the RR number on my BESCOM bill, and went home relieved at the thought of having done my job. Alas, it was not to be.

Just after March this year 2019, a chance glance at my Bank statement showed ECS debits in December 2018 and January 2019, for the very RR number which was mentioned in my ECS cancellation letter. I checked with the Manager and she assured that she would look into the matter. Months have gone by, and I have got nothing apart from assurances. I seem to have lost my Rs.2221/- for good, due to the negligence of the Bank employees who allowed money to be debited from my account despite having given a letter cancelling the ECS mandate.

End of July month, I ordered an item from Flipkart, and was upset at no response from the online retailer, needless to say the item didn’t get delivered to me also. When I called their customer care, I was dumbstruck to hear that they had not got my money at all. The Bank, however, is yet to credit the amount of Rs.720/- which was debited for Flipkart order, back into my account. 

For some reason, I had opted out of ECS for my other flat and activated Auto Pay which seemed more convenient than ECS, in that the bank would inform me about the upcoming payment so that I can keep sufficient funds for the debit to happen on a designated date. Things were going on smoothly till the end of August 2019, when a bill didn’t get paid due to a technical issue. The SMS came to me from HDFC Bank itself, but the Bank did not credit back the amount of Rs.1392/- after the unsuccessful transaction, and the Manager insists that the amount HAS gone to BESCOM while the latter is firm that they have not got that amount with them. Funny that the Manager is not believing the message that the Bank itself had sent to me. In short, I have not got the money back from the Bank.

I have complained to the highest level, the Banking Ombudsman, with all facts and figures, but the matter is yet to be resolved and the money yet to come into my account. I have received nothing after the initial complaint number from the Banking Ombudsman.

I have nothing against online transactions per se; they save so much time for all. But, I feel our Banks or other institutions are not sensitive enough about others’ money, to make online payments safe and worth going for, in comparison to cash payments.  I cite the following examples –

When an individual opts for a personal loan, the initial loan amount is credited into the customer’s SB Account, after checking his documents for his credibility and capacity to pay. (Remember the joke – the person who wants a loan has to prove that he has enough funds to repay it?)

However, should the customer feel that he can pay the outstanding amount and pre-close his loan, he has to visit a particular designated Branch of the Bank and pay the balance by cash or by cheque to close his personal loan. No online payment is permitted. What’s more, a signed acknowledgement is not given by the Bank, saying that the loan is closed and there is no outstanding from the customer, just an email giving the details of the payment that too after sometime.

It’s no secret that where home loan is considered, the customer has to deposit a certain number of signed cheque leaves with the Bank before the loan amount is credited into his Account. Isn’t it so weird? All safety for the Bank, and nothing for the customer? What about the safety of the cheques, the Bank charges for extra cheque book and the time for writing the cheques?

Coming back to my first point, that of my online payments that went awry, I am still waiting for realization to dawn on the Bank authorities (if at all) so that they can order for the money to be credited back to my Account. Banks are known to hire ruthless recovery agents to get money back from debtors. What do customers do, when a Bank defaults in payments due to the negligence of its employees or a technical fault? Is there any answer to this? 

A headline recently in the newspapers caught my attention - ‘Uphill battle to turn India cashless’ – it cited that some 72% of India’s customer transactions take place in cash. I am not at all surprised.

Just a few online payments leading to loss of my hard-earned money, have taught me a very valuable lesson - Not to go for cashless, online transactions but to avoid them to the best extent possible. To me, cashless means careless – cashless transactions can burn a hole in the pocket, if handled carelessly.

No more ECS or Auto Pay for me. No more online orders. A lesson learnt very late, but better late than never. I would rather do cash transactions like the 72% mentioned above, the way we used to, long before we became digital entities.

Published in LinkedIn on 23rd September 2019

Thursday, August 15, 2019

Life is not fair - Thank God


Published in Oasis section of Deccan Herald - 16th August 2019

Monday, July 29, 2019

Zero Tolerance



Published in Deccan Herald on 29th July 2019

Top soil treatment



Published in Deccan Herald on 8th July 2019

The Healing Hug


Veer and Diya worked in different departments at the workplace and there never was any need for official interaction between them. What started off with harmless exchange of niceties between two colleagues soon progressed to a steady friendship. Diya had met Veer during a very disturbing phase in her life, when her unhappy marriage was coming apart. Veer’s patient, listening ear helped her vent out to him and drew her closer to him and very soon they went on to connect more deeply with one other.

They made use of every possible mode of communication to keep in touch. Work, even on the busiest of days, was interspersed with exchange of views, thoughts and experiences, on almost everything under the sun. The two were simply inseparable.

Weekends were not the same anymore, with the two of them planning well in advance how they would spend time together. Veer was all alone, and Diya with her family. Both the families knew of this friendship, yet they ignored the likelihood that the two of them would love to be partners for life.

Through all their togetherness moments though, Veer seemed to approach their relationship very cautiously appearing very uncommitted by laughing away any reference to marriage. He seemed intent – although clandestinely – on marrying a ‘first timer’ as compared to the divorcee that Diya was. Whenever confronted, he hugged her close to himself and planted a kiss on her forehead in an attempt to arrest any further discussion on the topic.

When they were into the eighth year of their “friendship”, Veer’s family urged him to settle down in marriage. The next few days saw a flurry of activities. Veer first met Meeta along with his uncle and approved of her almost immediately. Then the families met and the two got engaged in a simple ceremony. There was no looking back after that.

Veer who could not imagine a day without Diya earlier, had forgotten how close they were just a few days ago. He now met Meeta daily. They spent their evenings together in passionate moments which Veer disguised under the garb of “getting to know each other”. He no longer seemed concerned with how Diya returned home on a rainy evening or what she did on her birthday. His forthcoming marriage with Meeta excited him a lot, notwithstanding Diya’s emotional dependence on him, or the mental anguish she was going through.

Veer progressed surprisingly fast from the newly married to the ‘settled’ stage. The initial euphoria wore off too soon and those close to him could sense disappointment in his eyes. Meeta was oversensitive, suspicious, short-tempered, and the other extreme of the jovial, sweet-tempered, helpful man that Veer was. The agony in the relationship was more than obvious on his dull, haggard face within days of marriage.

Through the freshly bitter experience of his unhappy marriage, Veer sought to find solace in the companionship of Diya and their forgotten twosome. Suddenly, he appeared very opportunistic wanting the best of both worlds but Diya detested it. She literally pushed him out of her cabin whenever he tried to have a cozy time with her. Diya’s mind had been made up right on the day Veer had consented to marriage with Meeta. He was no more hers; he meant nothing more than a colleague to her.

It was around Christmas time of the year and festival frenzy was in the air. As people were exchanging greetings, Diya was in her cabin, hurriedly trying to complete the day’s work, so that she could step out to wish others. When Veer stepped in to wish her she good-naturedly accepted the greetings. He then offered to hug her and she yielded, again in sheer festive spirit.

What happened next was shocking, to say the least. Even as Diya was trying to wriggle out of his hug, Veer forcibly kissed her. The office decorum and her personal grace held Diya back from slapping Veer for his misdemeanor. She could hardly hear her words to him “Stop it Veer, I don’t like it.” Veer walked out with a faint “sorry”.

That was the last straw and the last hug too. Thereafter, Diya refrained from even smiling at Veer. Unknowingly, she developed a sudden aversion for hugs because they reminded her of that gory gesture of a person who called himself her friend.

A few months later, Diya met Sumeet their new training manager. Initially, she hesitated even to shake hands with him although she knew it was unfair to carry bitter memories into all her interactions. Meetings and workshops often brought Sumeet and her together. Sumeet was lively, very friendly and quite charming. Strangely enough, Diya developed a liking for him which soon developed into love which she kept under wraps – or so, she thought.

Soon it was their annual day and all of them were gathered on the sprawling garden of their office. Small groups got busy discussing the latest fashion, food, vacation plans, rising prices, and so on. All of a sudden, their office peon Shyam enthusiastically lit a cracker, the deafening sound of which startled everyone including Diya. As she trembled and fell back, Diya could sense someone holding her tenderly. She faintly opened her eyes and found herself in Sumeet’s arms. She was trying hard to loosen herself out of his soothing embrace, when he softly said, “I love you Diya, don’t you love me? We both need each other, don’t we?”

That evening, as Sumeet and Diya lost to each other in a tight hug, oblivious to people around them, tears welled up in her eyes. Diya could feel her heart melt in the warmth of their new-found love; she also realized something else – the hug had healed her.

Published in Mangalorean.com on 22nd June 2019

Tuesday, June 18, 2019

Name hunting


Published in Deccan Herald on 10th May 2007

An impossible dream


Published in Deccan Herald on 29th August 2006

Green signals


Published in Deccan Herald - 02nd March 2006

Monday, May 27, 2019

ज़िन्दगी - कुछ उसूल


पुरानी गलतियों की याद में मत अटको 
उन्हें बेजान बेमोल धूल समझकर झटको
ज़िन्दगी में आगे बढ़ना है तो
नज़र हमेशा सामने ही रहने दो

कुछ रिश्ते हैं कम पलों के लिए
थोड़ा ही जलके बुझ जाते हैं जैसे दिये
उन्हें अपने गले लगाके मत जीना
नहीं तो पड़ेगा अपने आँसूओंको पीना

कुछ लोग लगते तो हैं बहुत अच्छे
लेकिन दिल के मामले में निकलते हैं कच्चे
लोगों को परखना बहुत ज़रूरी है
क्योंकि कई लोगों की जुबां नहीं छुरी  है

यूं तो सब कहते हैं हमेशा खुश रहो
पर इसके लिए तुम अन्याय ना कभी करो ना सहो
दूसरों को खुश करते करते खुद को ना भूल जाओ
सच्चाई से अच्छा काम करने मैं ख़ुशी पाओ

कोई तुम्हारे साथ चले या ना चले
अकेले आये थे तुम अकेले ही भले
बस इतना याद रखना ज़रूर
ऊपरवाला पास है तो सब दुख रहेंगे दूर


27th May 2019

Thursday, March 28, 2019

Going Concern Concept - From Business to Life

When I look around and observe people’s behavior, I am often reminded of something I learnt during my correspondence course in Accounting. That is, the Going Concern Concept, which supposes that a company will continue to operate indefinitely, and not go out of business and liquidate its assets.

Accounting is not my favourite subject at all, not even one of them, so I do not remember most of what I have learnt of it. Yet I remember this one concept because I am able to relate it to life and understand life (read people’s behavior) – at least sometimes.

When applied to life, the Going Concern Concept simply means assuming that life will go on endlessly without any need to make the slightest change or let go totally. See what I mean? All of a sudden, several thoughts arise, and I am compelled to see both the good and the not-so-good sides of the Concept.

Going Concern Concept applied to life is the reason

       * Why we keep our efforts going even in difficult situations. It is the prime fuel for the fire in the the belly when we take on challenges with the hope that we will overcome them and emerge victorious someday.

      * Why we are urged to plan for our future. Be it investing into education and acquiring degrees, putting money into a new savings scheme, training for the next marathon or beginning a new diet, we do it because life seems permanent and predictable, atleast to a certain extent.


Sadly, the same Concept applied to life is also the reason

       * Why many mindlessly chase their dreams even at the cost of their own health, peace and joy. The ‘I-me-myself’ attitude that is so evident these days, is bound to corrode into the quality of one’s life sooner or later, and make it difficult for those around also. This is futile, for, very soon, the going stops and everything hankered after is left behind when the person is gone. The Ambassador car was once ‘Road King’ and a status symbol for those who owned it, but is it now?

      * Why some put off responsibilities. When asked about her saving habits despite earning a good salary, a 20-something lady boldly said that she spends all her earnings because “life is to be enjoyed”. As for savings, she opined that anyway her salary would keep increasing and she would start saving when she really had surplus funds to save.

I know a few well-educated and affluent people who put off making a will vowing to do it someday – so much for their confidence in that ‘someday’ which may never come their way.

      * For the hesitation behind doing good deeds. Different people refrain from registering their organs for donation for different reasons – superstitions, fear of the unknown and so on. One stands out in my memory because she said she would considering registering as a donor when she grew old.

One of my dear colleagues plans to volunteer in old age homes after her retirement – another case of ‘someday’ planning.

Notwithstanding the various diligent efforts we indulge in to keep ill-health and other adversities from affecting the quality of our life, or cutting it short abruptly, we do not know when exactly our end will come.

Hence, it is for our own good that we build our plans and aspirations around the unfailing reality of life and its mortality, and live meaningfully and fruitfully. Needless to say, we have but one life to live, which is different from a business concern which can be wound up and a new one begun.


Published in LinkedIn - 29th March 2019



Tuesday, February 26, 2019

Keep Learning - Make that a Way of Life




An oft-repeated joke is of a man who stood by a shredder and sought the help of a lady colleague passing by. Very helpfully, she passed the paper into the feeder. In the meanwhile, the man said, “2 copies please”. Obviously, he wanted to copy the document but the document ended up getting shredded, for he had not learnt the difference between a copier and shredder, leave alone how to operate it, probably because he never thought it would be of any use. This goes to prove how imperative it is to learn whatever we can.

We have heard that Knowledge is power. A few differ saying knowledge is only potential power meaning it can be powerful only when it is put to use. Yet, it pays to keep acquiring knowledge for we never know when we may need it.

Learning is rudimentary where one learns just enough to survive as a newborn babe learns to suck milk or a student learns his lessons to pass his exams or a job-hunter to land a job. Learning has to go beyond what is absolutely necessary for an individual to grow into a well-informed, an interesting and a resourceful person, impacting not only himself but also those around.

Learning comes from unexpected quarters. I realized this when I observed a young girl next door. The 6th grader was learning English – plurals, genders, opposites and so on. She nodded half-heartedly even as her mother went on to explain that being proficient in English would help her in understanding other subjects also, and picked up the guitar. As she strummed the latest song that she had learnt, she alongside sang ‘Doe a dear, a female deer ………’ when suddenly her eyes became big as though she had struck on a treasure. For suddenly she had learnt that doe is a female deer. It was an Eureka moment for her.

An open mind and a willing heart are all that are required to keep learning from each and every circumstance.

Learning opens up new and unforeseen opportunities in profession, relationships, and many other aspects of life. My nephew learnt the guitar from the internet and is now a part of a rock band which goes around giving paid performances at reputed locations and events. This also goes to prove that learning is not limited to a classroom or to books and other formal portals.

Learning can be life-saving. When I volunteered for a free training in fire fighting and fire prevention, I learnt techniques of handling fire emergencies, one of which actually helped me deal with a fire right inside my kitchen, without using any of the fire extinguishers, because there was none in my house. I still remember how my neighbor rued the fact that his cousin passed away on the way to hospital after he complained of breathlessness, because he had not learnt CPR procedure even when a hospital team had offered it in their office.

For our own sake, learning should be continuous; what starts from the womb should end only at the tomb meaning we should keep learning throughout our life, which is the only way we keep ourselves mentally agile, something which is so essential to live a healthy life.


- Published in LinkedIn on 17th July 2015

Being the Right People


Being a right-brained person, I don’t understand the technicality behind elections much – the alignment between the various parties, seat sharing and all that. However, if there is one prominent thing that happens near election time, it is the way the media analyses every candidate for his strengths and drawbacks, with respect to the expectations the electorate has from him and concludes what the elected person will have to accomplish once he comes to power.

While the issues are specific to the regions or the communities, Namma Bengaluru people are often caught looking forward to the new leader to provide a clean city with a well disciplined traffic (read vehicles and roads) and lower cost of living, foremost of all.

It is not wrong to do that. However, I believe we are not so powerless that we cannot do anything at all without their help. We can help ourselves in many ways.  

Before we ask for a clean city, let us remember the ‘prevention is better than cure’ mantra. We should adopt cleanliness as our motto for all times. We need to segregate waste, composting the green either individually or collectively and getting the dry waste to the recycling centres, use water responsibly, and treat waste water and reuse it appropriately. We are fortunate to have several citizens’ groups – zero waste and composting, to name a few – who are doing environment-friendly things; we need to follow their good practices, tweaking them to suit our circumstances, and do our bit towards a cleaner city.

While it is easy to complain whenever we get stuck in traffic jams, we need to reflect on our behavior and observe traffic rules at all times. Many want safe roads, but given a choice don’t think twice before flouting lane discipline; some two wheeler riders even go on the footpath forgetting it is for the feet not for the tyres. No one wants accidents but not many refrain from driving after drinking, risking not only their life but that of unsuspecting innocent others on and off the roads. Road rage is on the rise, with patience on the road being a rare commodity. Therefore it is essential to get a good control over one’s mind before taking to the wheel, considering driving as only the means to get from one place to another not to flaunt one’s prowess on the vehicle one possesses.

A lot of people crib about rising prices despite earning well. I wonder why they don’t grow their own food to whatever extent possible. Then they would be sure of consuming food free from pesticides, the physical activity would add to healthier bodies and the back to soil connection is a wonderful experience too. Children learn that food comes from a plant not from the refrigerator. The home made compost can go to the garden and make the soil richer.  

The bottom line here is, why wait for the right candidate to do us good? Let us be good people ourselves.



- Published in LinkedIn on 3rd January 2019