Sitting in India, we have the luxury of having someone to drive our car, having someone else to wash our car (manually) daily, etc. I have been enjoying these privileges too.
I have had a separate person who cleans the car and another one who drives me around. Recently, we got a new driver, who after having spent a few weeks with us, suggested on his own, that he can also wash the car, and can he do that please? Thinking to be one of the very trivial decisions, I agreed. And got a message sent out to current car washer, that he should stop washing the car from 1st of March.
He earns what I consider, a very small sum of money, for washing my car daily. And I did not even think about this, when I decided to make the change, to have the car washed by the driver.
However, come the first Sunday of March, and the car washer sought the opportunity of my presence at home, and came up to see me. I thought he may be wanting to settle his account. But I was surprised.
He made a fervent plea to me, to allow him to continue to wash the car. He asked me if I had any complaints of his washing. And if not, why do I want to deprive him, of his earnings of me? Also that based on a certain regular flow of income, he has his expenditure planned out, and losing one, will affect him. In short, he appealed to me, at all levels.
And ultimately, I saw reason in his argument, and decided to let him continue the service.
I could have insisted to change, and he would have not been able to insist further, but he made a strong case, and wanted to get his point across. He spent a good 15-20 minutes, making his case, and ensuring that the opportunity of having an audience with me, was well utilized. And he retained me.
I thought about this, as a lesson in customer retention. In present tough times, when our clients are changing vendors to save costs, or for other reasons, are we trying half as hard, to keep their business? Because for the car washer, it impacted his life directly, he was more concerned. In a corporate environment, the loss of a single client does not necessarily translate immediately, or at least apparently, to a personal loss. Does that make us a little complacent about letting the business go without putting up an adequate fight??
Think about it..
Archive for March 17, 2009
Keeping your customers: a lesson learned
Posted: March 17, 2009 in UncategorizedTags: customer retention, lessons learned
The AIG bonus issue: a viewpoint
Posted: March 17, 2009 in UncategorizedTags: AIG, bailout, bonus, compensation
There is a lot of noise and disapproval about AIG giving ample bonuses, to its executives, after having been a recipient of a huge bailout package from the US government. The general sentiment is that why should the bailout money go to enrich few individuals, that too, so amply?
The sentiment is right in it’s place, and from the point of view of public perception, it makes all sense.
But here is another viewpoint to the same issue.
And I must admit at this point that I do not know a lot about AIG and it’s matters, in particular, and that my argument is about the concept, and not so much, about the specific case.
Say, a company (in this case, AIG) is in big trouble. And the only way that it can be rescued is, by getting some external aid (like the bailout, in case of AIG).
Now, if the company is in big trouble, besides the money, it will also need exceptional management skills to bring it out of trouble. Maybe the current management is no good, and which has caused the company to be in its present state of trouble, in the first place. Fair enough. Then, there is new management that needs to come in, and fix the mess.
So how does a troubled company get in new and capable management? Why would a smart team come in, and work for a company, which at best, can be rescued back to life, and quite likely, it may continue to flounder, or even sink? Why would a capable team leave their current assignments and come in, to do this rescue act? Or if there are a few good team members, in the company, why would they stick on, and not leave to take care of their own careers??
Not everyone is a Lee Iacoca. Not everyone is doing out of personal motivation – for the brand, for the company, for the country. All those things are fine, but people have their own lives and their careers to worry about.
So if an individual or a team decides to take up this huge challenge of bringing out the company from it’s deep hole, they need to be rewarded fair and well. Perhaps more than fair and well. Because they are taking a risk that they do not need to take.
Of course, the structuring of the package can be done well, and can have a huge incentive on success, but even without success, a basically decent package is required to get the person/s in, in the first place.
So even as it appears wrong, as per public perception, I believe that decent packages, perhaps inclusive of good bonuses, are a need, at such times. Otherwise, you pay peanuts, get monkeys, and lose the bailout money without rescuing the company after all!!























