worth its while

In life a public service post is extremely critical for a whole rounded experience. A not for profit, free charitable public service post. That is the toughest thing to do.

My friend and I got involved with the swimming department at the gymkhana a little over a couple of years ago. The pain is immense. If I thought that the idiots at eth office were a bit, these guys at the gymkhana are to be seen to be believed. Everyone and his grand dad would have an opinion and most of the time they are not controlled or driven by facts. Most of these guys come from business backgrounds and used to running their businesses in their own way. Controls, processes and scale is something alien to them. Most of them haven’t run retail customer centric business and have no clue on anything. These guys then get elected to various posts and then all hell breaks loose.

They don’t understand service, the ability to keep your audience first and they definitely are alien to marketing concepts. All the bums are a legacy of the Nehruvian era where the man who controls the resources is hell bent on preserving his control over them and believes in the scarcity of resources. Anything is looked upon as a privilege that is given to the members. Hence they will put barricades everywhere. They will first put in rules that don’t allow stuff to happen. They will never bother about the demand side of the equation. Creating a  demand is alien to them. In fact in many ways it is an anathema. They are those people who have bought membership cheap and then want to extract the maximum benefits exclusively for themselves. They like their empty pools, empty courts an dempty spaces. Buzz? … that is an alien concept to them. Attracting youngsters to the club? OMG that is the greatest sin on this world. Guests – let’s stop the members from getting them. Let’s charge higher! What will you give for that in return… oops that’s another bad question! The next thing we know – they ban shorts in the restaurant… hell knows why! I got thrown out of the restaurant. They tightened the rules about guests along with raising the fees… and boom – now the restaurant is empty. Now sit and enjoy eating in a ghost town. The quality of food will suffer, the service will suffer and the menu will slowly shrink. Who will bother about that.

They started redesigning the restaurant.. and no one is bothered about redesigning the menu. So whats the experience going to be? What is the theme of the place? What is the average serving size and the number of people per table that we are talking? Is there going to be a peak and a non peak time… how are we going to maximize revenues and have bar nights with live music or match screenings. Is the place designed for that? Nothing. If we have larger tables should we also have a few larger portion plates? Should we have enough starters and do we have enough on follow-throughs. Are we using light to generally zone out the place? Wow… I told them all this and they didn’t have a clue.

Then on pricing… they wanted to increase the pricing for using the general facilities. The club has a reverse problem. we have a large corpus that’s sitting and doing nothing. Just… a large corpus. So we DON’T need the money. And in any case, from all the monies collected to run the place on a daily use basis doesn’t pay for the maintainence. This comes from the interest on the corpus. So your biggest revenue is not this stupid yearly fees but new members who have to be suckered into coming in and joining. In fact you need more BUZZ in the gymkhana. More use of pool, more use of restaurant, more use of bar and then more use of all the sports. You must have training programs that attract the bets talent that attract the best money from people who want access to this talent for their kids and themselves. So you problem is different. In fact I was arguing that reduce the fees, reduce it drastically so that more and more people are tempted to pay off and believe that they will use it. and get people to use it… You need a problem of plenty and not scarcity. And this is the only option. If you believe that you should build walls around your scarce resources then these resources will only deteriorate and will eventually die. You lose in the long run.

But alas.. I am tired of these jack idiots. But I also learnt that this is the Indian Democratic system. Nothing moves. There is a log jam everywhere. And there is merit in it. I mean, I am the secretary of the pool but I report into the Chairman who reports into the general Secretary who really has no powers over the swimming pool directly but can stop us from doing a lot, who reports into the managing Committee which consists of all the chairmen, which in turn reports into the trustees who really don’t really do anything. So who is in charge… really… no one. So it does take a lot to move the system and precedence is king. So if you have done something in the past then its ok. Doing new or changing it is a problem. That’s why in legal and democratic systems past precedence is a great thing. This reduces the new thing you can do but also stops all the shit that can possibly create havoc. Its difficult (not impossible) to create dictators, its difficult to have idiots blowing up money, and every risk is answerable to almost anyone who asks a question. But I have also learnt to game the system… you can keep asking questions and as long as I am replying them and following due course, you cant do jack. And there is no limit to the number of replies I can give to the number of question you ask. And to add -  I can keep whining on in the replies and it can go on forever. Plus there is no real time frame in which we have to reply. In fact there is no real compulsion in which I have to reply. I can always defer and defer and just let matters sleep.

But at the end, it’s been frustrating and enriching. I know exactly why the system is designed so and I know how it works and its loopholes. And I leant to deal with more nitwits! And not lose cool…Worth its while :)