Bapu's smile!
Courteously asking for 'tea or coffee'!
Issue of token for work within a minute of entry at security gate!
Prabhakar's speedy response to take car for quick touch-up!
Warm get-up of the cool waiting room!
Job done in a couple of hours although (the paint touch-up was) with a little less of finesse. Generally a dealer would take a work-shift including a bit of waiting due to Sunday rush. Of course it was a planned visit so scheduling the job was easy for them.
Being a Kaizen student, I expressed desire to take a study tour. It was quickly acceded to.
Customer does expect such activities to be performed of course with 'aesthetic-smile' that competition has 'forced' upon suppliers in auto sector in particular.
He 'pays' for the 'standards' alongwith for the Technology, Tools, Materials, etc. anyway that all paraphernalia management does employ from 'outside' i. e. from the material world. They even don't forget to put a 'smiley' foot-mat that says 'thank you'.
But what one can't forcibly employ is the evidence of heart-and-soul, the 'inside', while performing above kind of trivial looking but relevant activities as duty (that predominantly need human interventions).
If one passionately enjoys it as a play it gives pleasure to self and hence for others. Inevitably it adds value to self that no one can snatch away from. The 'player' looks beautiful then.
For that 'beauty' to happen the leaders at workplace must enjoy the work themselves. They must enjoy their own work of - leadership by demonstration, - pouring heart-and-soul in playing their own role, - recognizing those colleagues and subordinates who do so, - employing 'telling' tactics if 'selling' fails to those who don't do so so that they don't spoil others who do.
Hope such Heart-and-Soulful experience doesn't fall back to Heat (the customer First) and then Cool her!
With that consistency then not only will the 'player' look beautiful but also s/he will make the workplace look beautiful!!
Also read a few relevant blogposts hereunder:
WOW Work-Culture: By Telling or Selling
Experienced A Delightful Payment !
Take your career in fast lane!
Succession-Plans In Fast Lane!
Suggestions On-Sale, None-To-Buy
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture
Aesthetics Spills-Over Function, Want Spills-Over Need (Part-1)
Aesthetics Spills-Over Function, Want Spills-Over Need (Part-2)
You seem Reasonable if you appear Un-reasonable
Smart-Moron Who Breaks Your Glass
Suggestions On-Sale, None-To-Buy
Prevention: The Best Cure! ... Is it really so?
In-big-problem? Wear-hats-to-solve-it!
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