Contact Sport ... where did we go wrong ?

The service industry is a contact sport. Hospitality, banking, IT & ITeS (para-legal (LPOs), KPOs, BPOs), legal, etc. Unlike manufacturing where the consumer is a needy customer and where creation of a market is based on tangible and visual attraction based needs, the service industry is more psychological and requires more acumen than learnedness. This acumen has to be used to woo the customers is a given and well understood universal fact. What IS NOT is the fact that this acumen cannot be utilized internally with the components of the service corporation, namely the employees. Employees are persons that need to be integrated with the corporation and its ethos, if it has one. So we need to begin with creation of an ethos. This ethos comes with the character in the governing management. Honorable and credible, friendly and professional. Most organizations think that team outings alternated with selfish competitiveness of internal career ransacking is a nice way to boost employee morale and make people love the organisation. It does not work that way. Rightly pointed by Janine Allis, CEO and Founder, Boost Juice Bars, credibility is everything within a corporation and in business at large. We all know the hundi system. It worked on credibility of individuals long before brands emerged. Brands of modern day can not state slogans of quality while their internal quality of people management rots. Its like an apple that has to be good from within and outside as well or else the next time you would not pick up apples from the same bunch at all or from the same vendor.


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Aviation formula gone sour