The Life Carnival

It's not often that you get to meet and greet someone on his 100th Birthday. So when the opportunity came by recently, I gladly did. We were going for a walk, when one of my friends said, "Hey, it is Sri.Gopal Rao garu's 100th birthday, shall we drop in to greet him ?". I hadn't interacted with the person before, though I roughly knew he had been the Chairman of Andhra Bank many decades ago and was now approaching 100. Nevertheless, I thought let's just drop in to have a quick word. Or, to put it formally, to seek his blessings and mention our prayers to the Lord for his good health and long(er) life.

Two things I liked about him: his liveliness and his sense of humour. He didn't know who I am, so he asked, "where do you work ?", and when I mentioned, he quickly recollected a couple of related incidents. "An old man like me lives by his memories, and fortunately in my case, they are all sweet memories", he said. He had a free-flowing chatty style and always had a quip, a remark or a slight touch of sarcasm that brought a giggle in you every once in a while. He had problems of the body but he wasn't sulking about them. "I sometimes recollect my memories aloud in the night", he said, "but then I realize that there is someone sleeping in the next room, then I become quiet. Poor fellow, his sleep must be getting disturbed". It seemed to me that he had learnt to live with the body's problems, put the mind in charge and also to divert his attention to other lively things like interacting with people, listening to the radio and so on. The experience and wisdom of 100 years is definitely something to celebrate. There was a felicitation function and he gave a talk the next day and his sharp wit created waves of laughter in the audience. Wow, what humour at this age man, was the talk of the town.

It set me thinking on aging. I think, after an age, lively old people become more like kids. Both like storytelling. Both feel good when someone talks to them and feel terribly bored if there is no one to talk to. Both don't want to stay in one place, if they are able enough to move around. Both are attached to their toys, albeit different ones. Both hum to themselves when they are alone. Both speak the truth, the kids until the world corrupts them and the elderly since they have seen it all, the futility of falsehood. Both remember the gifts they have received from others almost with date and time.

Ironically, the same instructions and caring advice that a parent gives to his kid, returns to him/her in his old age in a slightly different flavour. Some of these instructions, you can slightly flip and see that it can apply both in a father-young-kid conversation and in a son-old-father conversation.

1. Look at either side of the road before you cross. Be careful not to bump into old people / Be careful kids don't bump into you.
2. Don't move around too much and tire yourself.
3. Not too many chocolates, not too many ice creams. Eat healthy.
4. If you are not well, don't hesitate, let me know early so we could take early action.
5. Follow doctor's instructions verbatim.
6. Go for walks in the morning/evening (Don't miss your games).
7. Plan your travel well in advance.
8. Don't try to lift weights that are heavier than you can, you are going to hurt your back.
9. Don't read in poor light, it harms your eyes.
10. Wear your sweater and monkey cap when you go out in the winter.
11. Don't climb the stairs too fast, you might slip and fall.
12. And remember, I am telling all this for your own good.

The other day, someone asked me to frame a greeting message, for writing on a greeting card to give to his uncle and aunt on their 50th wedding anniversary. I knew nothing about how one might feel on such an occasion, but I tried to write up something in general about Life as a celebration. Because it takes a lot to hit a century or to partner for a 50 each together. These folks acquire a kind of learning from life that can be acquired only by living life. Having seen so many ups and downs, they acquire a certain balanced, yet positive, approach to life that is tinted with the equanimity that rests in the understanding of "even this will pass away". They raise above petty fights, jealousy and hatred that people engage in, in their middle years. Which is why, the ripening of the fruit should as much be a cause for celebration as is the blooming of a flower or the germination of the seed.

Customer Service - Tonty Pour By Cheven

After my younger brother passed away last summer, I had to deal with the financials of his estate. If you think I haven't seen much of the world in 30 years, I had to see quite a specimen of it in those 30 days. Among the names I had to deal with, mostly in the BFSI segment: Citi Cards, ABN Amro Cards, Kotak Mutual Fund, LIC, New India Assurance, Medi Assist, ICICI Lombard, TTK Healthcare, United India Insurance, Central Bank of India, Bank of Baroda, ICICI Bank (including Cards, Loans and ICICI Direct), Royal Sundaram Insurance, TVS, Airtel etc. Add to this, a suite of government / PSU institutions, like RTO, BSNL, Government Medical College Hospital, BharatGas, BPCL Office, Income Tax Office, Office of the Superintendent of Police etc. The list is somewhat like that of a diversified equity fund and it was interesting to handle all kinds of customer service responses and to meet the procedural abracadabra face to face.

Years ago, I had done a project work on the role of front-line employees in customer service, but travelling to all the four directions of the city almost everyday is no match to a spiral-bound booklet you write after some literature survey and a stretch of imagination. I can't write about the frustrations here, because, my blogging guidelines prohibit ranting. (I did make a list of my own blogging guidelines before I started the blog which I want to post only if the blog survives 25 posts). Perhaps, I should convert some of those experiences into more generic issues and present them in a non-rant fashion some day.

I was mentioning to my friend about the variety of service personnel I had to interact with, in this array of companies and offices and he asked, "Hey, why don't you blog about the good part of the show ?". I thought, yeah, it's a good idea, I had always thought the media often under-reports the good news and doesn't give the beauty of the world its due. Needless to say, it's a very subjective opinion and wouldn't mean much in terms of organized research and the rating I give in the end are entirely the riverside walker's indigenous service ratings, so please read this post sitting next to a salt godown so you can pinch it whenever you want.

One thing I found common in every place is, unless you follow up, nothing, nothing ever happens. I used to have a bengali boss, an operations guy, who did nothing but make a list and follow up all the time at regular intervals. Many times, he won't even know the specific detail of what exactly he is following up, he just knows it's a follow up issue for him. For example, someone says to him "Sir, we need an Exchange Server to be set up so people can send emails to each other". He would sometimes get only half the words and would often say, "Did you set up the Exchange ? I want to have email." He would put it in his organizer as "Exchange" with a particular deadline and priority. Someone used to jovially mention, "for all you know, he must be thinking it's a piece of equipment like Telephone Exchange". But he would indeed follow it up and get it done because you can't escape his follow-up claws.

Among the private players, Kotak Mutual Fund stands out. There was an investment with Kotak MF that had to be transmitted to the legal heir and this one also had attached accident insurance cover. There were other companies with whom I had to interact under a similar scenario with heavy follow-up, but Kotak was different. They would follow it up with you, actually. Isn't that nice ? I had been to the Kotak MF office in Coimbatore. Their ambience was good, their notice board was full of internal team contests, performance targets, winner of the month and so on. Hey cool, looks good, I thought, let's see if they are worth their display. Ironicaly, the officer didn't know the exact procedure to be followed in the case, although he had a hazy idea that there is a procedure somewhere regarding this. In fact, I knew what is likely to be the procedure, so I said, we are ready to present an application from the legal heir, along with whatever documents you may require, so you let me know the list of what you want. And we also wanted to send it by courier since we were moving out of Coimbatore shortly. He offered me a seat and a glass of water since I was sweating in the May heat. He made a series of phone calls, probably to his head office, made notes, asked the officer, to send an email immediately detailing the requirements. As he was explaining it to me, the email arrived, he fired the print and gave it to me, took my email address and also forwarded a copy. And yes, you can send the bunch to the specified address by courier, he said. He gladly gave his contact information and asked me to inform him after I send the application so he can follow it up. I told him we are moving out of Coimbatore, he said he would make a note and facilitate any follow-up accordingly. We sent the application and someone from the head office called to acknowledge it. Later they called to say, while the insurance documents were in order, one more document was required for the transmission of the investment and he would e-mail the format. We sent that too, and within 10 days, we received the insurance claim as well as transfer of the investment. With a nice letter saying, we are sad to know about this, we can't help you in any other way, your documents are in order and we are admitting your claim. We replied acknowledging receipt and thanking their quick service.

Among the banks, Bank of Baroda stands out, No, Citi or ICICI bank don't even come a close second. We had to close the PPF account at BoB. As usual, we had all the docs ready on day one and we were worried that, since the amount was high, there will be much delay because of a series of signatures. We submitted the docs. Here too there was a little training issue. The officer said, he is not exactly clear about how to input this kind of transaction in the Core Banking software to which he was only introduced recently. He said he will find out the next day from the manager and try to get it processed. Nowadays, it doesn't take much time, he assured us all the docs were in order. We mentioned that since my dad had undergone surgery recently, he has authorized me to collect the payment on his behalf and we also had the attested authorizations and the IDs ready. He said, that shouldn't be a problem since they will be issuing an a/c payee cheque, asked us for our alternate bank account details and gave me a specific date and time by when it will be available. I went at the stipulated time and he was ready with the cheque. He apologized for the bit of delay on the first day and quipped, "now that I have learnt it, I will be able to serve someone else better next time.". Frankly, I never had experienced or expected such a nice response from a nationalised bank, which was probably cynical of me, but I guess the running around wears down your positive thinking capacity. They didn't have the leadership contests on the notice boards or neck ties for the officers but they had a kind of simple devotion and sincere interest in the work they do.

More than the frustrations, I learnt, from people who served me well, how to do so carefully and courteously and from those who made me suffer, how not to do it myself in a similar situation. It was humbling when people yelled at you and soothing in contrast soon after when someone else spoke better in the office you climbed next. In both cases, it's not that they had all the required skills. But they took pains to find out. It's not that they flouted accounting controls to give premium customer service, but they communicated the procedure firmly and gently, gave an exhaustive list of requirements in one go, not requiring the customer to come up and down a hundred times and releasing the documents one by one in stages as if it were some assembly line, understood specific situations that needed attention, gave a date and kept it. And were courteous all throughout. Both offices were so different in externalities, but had the same kind of impact on the customer. Both had technology to help in efficiency but retained the value addition of human interaction. One spoke in posh English and the other didn't, but you can study in tamil medium and be equally good at trignometry. One was 10 years old and another was 100 years but both knew what really matters at the end of the day. That it is as much important to make a goodwill impact on someone who stepped into your premises as it is to spend millions in advertising to get someone there.

A third experience was even more interesting. And that had to come from the "unorganized" sector. The day before we left, I spotted a household scrap dealer in the colony nearby. Hey, I said, we are vacating and we might have something to sell away as scrap, would you come to my house sometime ? The young lad was a real excited fundoo guy, he immediately gave his cell number and said, call up any time, and he added: Tonty Pour By Cheven, Anna. I was surprised and complimented him for his attempt in English and found that he had discontinued education after the fourth class, many years ago. We didn't have much time, I said, and I will reach home only by 7.pm. after work in the city. He took driving directions and later he was there at 7 sharp. He made a quick assessment, called up his assistant to bring an appropriate cart, weighed it then and there, gave a category-wise quotation and made an offer. He also gave insights into how the industry works and the various levels of scrap retailing, which understandably, was to talk us into the rates he was offering. After the deal was struck, he made his assistant load the stuff and reached, you know what!, to the nearest ICICI Bank ATM and withdrew money to pay us. Quite filmy, I thought, and now I knew where he picks up these cute English phrases on customer service. My prediction is the guy will go places, what say ? Glory to the great indian middle-class entrepreneur!

Till the blogging guidelines are relaxed, here is a quantitative rating of the various servicewallahs, to avoid verbose ranting. It's not fair to compare private and public institutions so I will give a percentage ranking keeping Kotak MF and BoB as benchmarks.

Kotak Mutual Fund 100%
ICICI Direct 95%
ABN Amro Cards 90%
Standard Chartered Bank 90%
Airtel 90%
ICICI Bank 85%
ICICI Cards 80%
TVS Dealer Lotus 75%
United India Insurance 65%
ICICI Loans 65%
Citi Cards 60%
Royal Sundaram Insurance 60%
TTK Healthcare 60%
New India Assurance 60%
ICICI Lombard 55%
Medi Assist 50%


Bank of Baroda 100%
Indian Overseas Bank 95%
Office of the Superintendent of Police 90%
LIC 90%
Central Bank of India 85%
Bharat Gas Agency 80%
BPCL Office 75%
Income Tax Office 60%
RTO 50%
BSNL 50%
Police station 35%
Government Medical College Hospital 5%

The 24 x 7 Scrap Dealer 100%

Defragmenting the Mind

Ever wondered what regular clean-up and maintenance activities are required to keep up this big, complex, mulithreaded, multitasking, operating system called the Mind ? If your mind is like a strong, stable and secure OS like Linux, then probably you would need to do very little to maintain it or you might already be doing it by design. But if yours is an old, average commonplace mind like Windows 2000 Professional, then, after a while of using your mind for all kinds of activities, you might actually find, things have become slower from that first day when you had this freshly installed OS. You have been installing and uninstalling all kinds of software left, right and center. You never knew that there are these hundreds of little files with extension .tmp. You have been browsing the Net, with cookies planted three years ago still crawling in some deep non-descript local settings folder, like cockroaches in your kitchen proliferating until the Annual Cleaning Mela. If you have been acting really irresponsible, not updating your antivirus software and clicking on any link anyone presents to you, opening attachments indiscriminately and enjoying a false pride of administrative access while doing these things, then even the Cleaning Mela might not be of much help. You might be better off with an overhaul of your operating system.

Our minds too have these issues. We interact with all kinds of people everyday and sometimes, invite good and bad events and sometimes are bombarded with them. Sometimes a situation presents itself from which we can actually walk if we act like a responsible administrator, but we still don't. We know the thought cookies which others plant in us can be both good and bad, sometimes they enhance our experience by being there, and sometimes they proliferate even after their due validity. We should be knowing that we should give temporary phases in life, like temporary files, their limited value and delete them regularly, if our minds should start nifty and fast. We know opening untrusted attachments in life can have malignant effects on our mind and even worse, when someone is going to exe-cute something on us without our conscious knowledge. We seem to be enjoying administrative access but we have actually given it to away to the other person who tries to use that very pride of ours to piggyback on us and crash our mind. Keeping your mind's health often involves updating your definitions of defence against evil, regularly, so that the bad ones are knocked off by a real time protection scan even as they try to enter us.. Some thoughts are like worms, they self-replicate themselves at a furious pace and consume all your bandwidth. Some thoughts are like trojans that mask their sinister motive, look like performing one action while performing right the contrary. Some thoughts are like viruses causing visible damage to your mind and might even require an exclusive removal tool session to restore order. Even then normalcy cannot be fully restored. We run around like cats and rats from pillar to post, that even by plain regular usage of all kinds of compartments, the average commonplace mind that it is, it gets fragmented with thought pieces not lying in contiguous stretches. You wonder often why your mind sometimes is just lazing out, sometimes is so busy doing "its own" work and not your work, then you know that some unhealthy background processes are taking all the energy. You have just been on auto-pilot for a while and dozed away in a state of suspended animation causing the much-dreaded blue screen.

To keep this complex operating system nimble, use a tool regularly like Meditation or Social Work or Music or whichever tool that suits your regular maintenance schedule. Just as you might use Ccleaner to clean your computer or Lizol to clean your kitchen tiles and Mortein to kill those domestic nocturnal pests. Defragment your mind. Remove temporary baggage that has been accumulated out of age-old bitterness. Attach yourself only to trustworthy friends. Give thought cookies which others plant in you their due validity only as long as they enhance your experience of interacting with them. And most important, remember, there is nothing greater than keeping yourself alert for a real-time protection scan of your thoughts, when they are just about to enter you. For this, connect online to God from time to time and download your defences against unhealthy entrants. Be a responsible administrator of your mind. If you can't do all this (or if you can be diligent enough to do all of this), overhaul your mind and develop a strong, secure, stable mind.