Ms Ray teaches us all

Sometimes by chance one meets the most amazing people. The other day when I was in Kolkata I took some time out to meet a certain Ms Ray. Ms. Ray and I first spoke on the phone when I was hunting for a book. I could not find my favorite parenting book “10 Basic Principles of Good Parenting” at home. I went hammer and tongs at all the sites searching for the same and finally called a number given at the Oxford store site. Ray picked up the call and has since then given the best possible service over phone and mail. Over a few years I figured that she is easily one of the most prompt and efficient people that I would have interacted with. While I was using her as a customer service person I saw the designation say Content Editor. I kept wondering why this brilliant content editor was taking my calls and mail. In Kolkata when I finally confronted her, she told me that she is a literature student and therefore a content editor by profession, but being in a startup kind of environment; she was handling everything and tried her best to help anyone with a query. Now some time back I had read a book called ‘positively outrageous service’ by Scott Gross. Scott’s point was that some people are naturally great at service and others not so. Some people will feel empathy naturally and some are just not it. So while interviewing it’s just smarter to separate the grain from the chaff. Ray clearly falls into the natural empathy person. I believe that the natural empathy person is the one that is required for all service led organizations. So companies in financial services, all front offices, hospitality, anything. In fact in marketing I firmly believe that the naturals will be the one who will succeed in the long run. They are ones who will feel strongly and naturally for the customers. They are ones who will never screw the customers and will make their needs and wants their own. They are the ones who will believe that service is a must, the consequences may follow. These people in any organization must be preserved and nurtured. They spread the culture by just being there, acting out their true nature. Hmmmmm. If tomorrow’s competition will be on service then the differentiator will be culture. And culture will remain in the hearts and souls of people. So dear company / division, how do you figure out what your soul is? And once you know it, can you really change it? Influence it? Can you nature enough Ms Rays(can you recognize them) in your midst to spread their postivity? Hmmmmmm.