Friday Reflections

Battle Royale: The Egos Have Landed.

 

 

POINT TO PONDER

Anytime there is a struggle between doing what is actually right and doing what seems right, then your ego is interfering with your decision.

                                                                 -Darren L. Johnson

 

STORYLINE  by Rajiv Shah

In the year 130 B.C. a Roman consul, Publius Licinius Crassus Dives Mucianus (say that three times fast), stood with his army at the town wall of the Greek city Pergamum, devising a way to get in. After staring at the wall for a time, Mucianus decided that he needed a battering ram to smash through the town walls, and he needed a big one.

        Having passed a shipping yard in Athens only a few days prior, Mucianus ordered that the largest mast be sent to him immediately to be used as his weapon. The command was sent out.

        The military engineer who received the order was an accomplished, learned, and intelligent engineer. One of the brightest in Rome. The engineer deduced that the best mast to use in destroying Pergamum's city walls was not the largest, but a smaller one that would generate enough speed and force to demolish the wall.

         The engineer argued endlessly with the soldiers who had brought the request. The soldiers warned that Mucianus was a proud man that shouldn't be argued with. Finally, the engineer reluctantly agreed with the soldiers to send the largest mast.

         Alone with his thoughts and going over his reasoning again, the engineer decided that it was foolish to send a mast that was so obviously inferior and that he believed, would not work. So when the time came, he sent a smaller mast against the wishes of Mucianus.

         Upon receiving the smaller mast, Mucianus flew into a rage. Seething that his orders were deliberately disobeyed, Mucianus ordered that the engineer be brought before him.

         The engineer argued his case and explained his reasoning for sending the smaller mast. Mucianus ordered to put the engineer to death by stripping him naked, flogging him, and lashing him with rods until he bled to death. The engineer was executed.

         But in the end, the engineer was right, the smaller mast was the one to use. Mucianus ignored the engineer's analysis and went ahead with his plans. Eventually Mucianus lost the battle and his life, having died at the hands of his Greek enemies, while retreating his armies from Pergamum's walls.

 

REFLECTION

This story has ego leading to the downfall of two people. Ego destroying them both in two very different ways. It begs the question of who really was right?

         The engineer of course, as his data was accurate. But was he really? He did lose his life in the process. What he didn't take into account was Mucianus' own ego. So he pushed the issue, neglecting to recognize that people often don't like being wronged or disobeyed. So the engineer pushed his data, his correct analysis, and it led to his execution.

         On the other hand, we have Mr. Mucianus who wouldn't allow himself to hear another person's point of view. The engineer's analysis was correct, validated by experience and knowledge that he himself did not possess. However, he was the leader and Mucianus would have his way no matter if data or evidence proved otherwise. So he proceeded as he wished and inevitably lost the battle, and his life, because he refused to acknowledge the engineer's experience.

        I assume I need not highlight how this storyline is applicable to today's corporate world. I suspect we still deal with similar issues and power struggles in the workplace. It's a damn shame because it seems if we checked our egos at the door we could do so much more work, and do it correctly. The upside is we aren't put to death in the workplace today for acting out of our own egos.

        At least I hope not.

 

 

Even the All Mighty Love Appreciation and Recognition

 

“Even the All Mighty loves appreciation” is a quote from an ancient Indian story. The key message is that every human being, irrespective of status, loves recognition and appreciation. Indian Translation is Khushi Khuda ko bhi pyari hai.

Point to Ponder: Appreciation and Recognition

What about for the cook in cafeteria who makes excellent food and the Janitor who keeps company’s restrooms sparkling clean? How about sending a note to a company about an outstanding service that you received from his/her employees? And to that senior executive who inspired you with his conduct or a mentor who helped you in your life or career?

I have collected many such real life stories from my encounters. Here are a few for this reflection.

 

Story Line:

 
1.      A few years ago I went to say good bye to a senior executive who was retiring.  He seemed to be the man who had everything: Stellar Career, Financial Rewards, the Position Power etc etc. The office was cleaned up and there was only one box on the table to take with him.  He was sitting on his chair, probably for one last time; and in hands was what seemed like a binder. Inside the binder were all kinds of notes he had received in his 30 year career from his employees at different levels in the organization, suppliers, customers and peers.  In some notes people (technicians, line workers, engineers and administrative persons) had mentioned the incidences when he had recognized their work and how good they had felt, some other talked about his help to them in crucial times and some notes were related to his performance and contribution to the company. As he flipped thorough the pages telling me stories about many of those incidences I noticed some drops of water in his eyes. Then only I realized the deeper meaning of “The Man had everything.”

2.      This man I used to go around with when I was young used to get royal treatment wherever he went. In restaurants, the cooks used to send him the additional dishes he did not order, in theaters the performers used to send him prime seats to the shows, gardeners and janitors called him their brother and CEOs often called him for advice . I loved to go around with him because of those benefits. Years later when I asked him the secret, he told me that there was none. “Just treat people with respect and never leave without appreciating their service and giving sincere and honest feedback.”

 

Reflection: An incidence from 1993. Our customer service and logistics group was in a meeting with sales marketing and there seemed to be a stalemate (like one that is going on in US congress right now). The vice president of the division walked in mid way through the meeting. After listening to both parties, he took charge and the way he conducted the business and got both sides to look in the same direction impressed me. So the next day, I sent him an email stating that what I had seen the day before was the characteristics of real winner and leaders in life; creating results in advance,  showing association with the common cause and then aligning them in that direction etc etc..

I had no other intent except to sincerely appreciate what I saw and what I learnt.  A few weeks later, I was in his building and we ran into each other in the hallway. He asked if I was the person who sent him the note. Then very excited, he told me that he had printed my email and taken it home to show it to his wife and daughters and also made a copy for his office.

Many years later, I again ran into him at Phoenix Sky Harbor airport. By then he had become chairman and CEO of a large high-tech company. He still remembered me and made it a point to recount that incidence in 1993 and seemed as happy talking about it as the first time.

Well I guess “Even The All Mighty (and all his children) loves appreciation and recognition.” 

For More Curious

http://fridayreflections.typepad.com/weblog/2007/03/small-things-ca.html

*In times of rapid change, experience could be your worst enemy.

 

POINT TO PONDER

Our experiences define us but can also hold us to outdated beliefs and focusing on what can't work rather than what will. 

 

STORYLINE by Rajiv Shah

Slavomir Rawicz' “The Long Walk: The True Story of a Trek to Freedom” recounts Rawicz' incarceration by the Russian military in a Serbian POW  camp, and how he led six prisoners over 4,000 miles – through the unforgiving Serbian winter terrain, Gobi desert, Tibet, Himalayas, and India - to their freedom.

       During his early days in prison, Rawicz's first ally becomes  Khabarov, a man who has dreamed of escape ever since his incarceration, four years prior. He has studied the terrain, how to create a diversion, and what it will take to survive in the excruciating climate that surrounds the jail – nature proving to be the harshest prison of all.

       When a snow storm blows in and makes visibility low, Rawicz decides that it is the best time to escape. The blizzard will cloak their break from the prison and cover their tracks as they trek deep into the wilderness. They are set to go.

       Rawicz wakes his friend Khabarov and tells him it is time, that the conditions couldn't better for their escape. Khabarov balks. He goes through the scenario in his mind, as he has many times before, eventually counting all the ways their plan will fail, even though the opportunity of freedom is right in front of him.

       His years in prison, his dreams of escape, his research and experience come to a head in that pivotal moment, and Khabarov chooses not to go with his friend. He stays behind, fearful and convinced by his experiences that their plan will not work. He can't change and his experiences in the prison keep him from his freedom - a freedom that Rawicz and his six companions find.

REFLECTION

I came across the title for this reflection* while perusing the gift shop at the Getty Villa in Malibu. On a magnet was this little tidbit of wisdom from J. Paul Getty, and I've been thinking about it ever since.

       Around the world, we are on the brink of major change economically and socially. Change that has left our leaders in great upheaval and wondering the best course of action. Change that has forced us to reexamine how we choose to live.

       There are people that believe that the end is near. I believe that what is happening is not the end, but a new beginning, a shift in the way we live. Jobs are scarce, the US government has raised the debt ceiling, and we are being forced to change our daily habits. Does that mean we are close to the end?

          Not in my opinion. We are just having to learn a new way. Our experiences define us but can also hold us to outdated beliefs and focusing on what can't work rather than what will. Much like Rawicz and Khabarov in the story, our experiences can keep us from acknowledging the conditions currently in front of us. Often our experiences lead us to focus on the harsh realities rather than the possibilities for change and growth. Especially in today's climate, not taking any action and continuing to proceed in the same way is a prison unto itself.

 

*Title quoted from J. Paul Getty

What good is the ability to exceed customer expectations if it can’t be delivered consistently throughout the organization? -Walt Disney

 

Point to Ponder: "Why should your customers expect anything less? Quality service is an aspect of business integral to any corporation, and that’s because we all share a common trait: every one of us has needs, wants, and emotions." -Walt Disney

 
 
Story Line: by Anand Shah, on the 27th anniversary of Friday Reflections and the 8th year on WWW.

Last week I wrote about a memorable experience I had with an airline representative at the check in counter. I also had a good experience while boarding the plane and inside the cabin during the flight. One of our readers commented that he had a similar experience with the same airline, three days later at the same airport. It seems that Quality of Service is built into that airline's culture.

For this week's Friday Reflection, I'm sharing an experience that is equally memorable as well, but for the opposite reason to last week's story.

It was May of 2008, and I had checked in a hotel that had just opened in an island town in a country far, far away. Rumor was that it had nicely designed modern rooms and the hotel had given a special promotional price to our group. The hotel name had only letter of the alphabet in it, simple and easy to remember, I guess. We were welcomed at the entrance, and the reception was really good indeed.

But what followed is what was truly memorable. Here are my notes from that experience during my stay.

 

Day 1:

Checked in late at night due to the flight delay. First, the safe deposit box wasn't working. Housekeeping came and replaced the battery. Then I found out the internet was not working. So another guy came and fixed the cables. Prior to discovering the incapacitated internet, I had ordered room service. I told the guy I don’t eat any meat except seafood.

Ordered crab meat egg rolls. Confirmed there is no other meat besides the crab.  20 minutes later, got a call “Sir, there is chicken in your Egg Rolls.”

“OK then, cancel that order and let us choose another item.” 

“But Sir, we are half way through making it.”

“No, I don’t eat chicken so please cancel my order.”

“Sir, talk to my manager.”  Music…

“Yes, I am the manager of the café. Our egg rolls have chicken.”

“But I ordered ones with crab meat. I don’t eat chicken.”

“But we have already finished making them. Will send to your room soon.”

You don’t want to hear what happened next. Every word in my mother tongue that I was not supposed to speak (per my mother's teachings) had returned.

The front desk staff called and said sorry many, many times - including one guy bowing to me over and over. They were very well trained in saying "sorry" (but seemed not trained in prevention).

 
Day 2:

Got to the room at 8PM. Turned on TV.  It did not work.

Assistance arrived: changed the battery in the remote control and did something on the back of the TV.

Then I find that there was no clock. It was delivered promptly per my request. Time was 1:31PM. I tried very hard to figure out how to change time. IMPOSSIBLE. For the first time in my life, the wisdom light blinked. “No human being has been able to change the time. Time flies.”

Assistance came, again. They couldn’t figure it out. Took the clock downstairs for repair. Many calls from the front desk inquiring if I am satisfied with the service. “But I have not received the clock back” is my response every time.

“OK sir, he will be right there.”

Finally, the clock arrived and it had the correct time. I had to sign forms though: "I have received the clock and promise to return it upon departure."

A few minutes later, the room bell rang again ‘Sir, you signed in the wrong place.” Corrected.

Finally, I can sleep. 9:10 PM… Call from downstairs “Sir, are you satisfied?” 

“YES.”

Tucked in the bed again. The doorbell rang. I am not going to open the door any more was my resolve. After four tries, the person seemed to have given up. I fell asleep. At 10:10 PM the bell rang. I was still determined not to open my door. That person seemed to have given up.

At 10:30 PM, the bell rang again... I got up and screamed as loud as I could, looking for a baseball bat (I wasn't in America, so couldn't find one) and rushed to the door. Two guys were running away (guess it must have been my scream). I called them back.

Shivering, one guy returned and tried to hand me lotion and a special adapter plug.

“I did not ask for it.”

“But sir, reception said that you wanted it.” (I guess some one else must have requested).

“Sorry sir for disturbing your sleep. Good night.”

Tucked myself in the bed again... The phone rang! (Must be the reception following up to see if I am satisfied.) I picked up the receiver and screamed (before hearing the voice on the other side). “Yes, I am very satisfied. Let me sleep now.”

As my fate would have it, it was my wife on the other side - “Who are you satisfied with? What is going on?”

This was rest of my note in my daily event book: “I hope she bought my lengthy explanation. Will find out upon returning home if the front door lock is changed but for now I am having nightmares about returning home. My only salvation/hope is in our daughter Analisa’s saying "Everything is OK in the end. If it is not OK then it is not the end."

 
Reflection:

People don’t just buy things – they buy expectations about performance and service.

I have blind faith in the policy that Quality, tempered with good judgment and showmanship, will win against all odds." - Walt Disney, speaking to Studio Staff, February 10, 1941