I was working for this company for the first time.
As usual I sent my diagnostic questionnaire: The tool that helps me in weeding out conn-enquiries. Conn-enquiries are the ones that call for the sake of calling followed by a call to visit them only to have a cup of tea.
Such conn-companies don't realise that primary raw 'material' for offering services is time. Material for product offering can be kept in inventory. Time can't be inventoried: Once gone, is gone for ever. That's why even a TV mechanic or a water-filter mechanic charges visit fees.
So if a company doesn't help you in diagnostics you are likely to end up being a 'pig'. 'Three-Pigs' was the name of my first company where I was one of the three with a mission to scavenge in industries.
If the company answers diagnostic queries, it's likely to be serious and your time is likely to go to the needy. Moreover your time gets saved. Because many a time companies call you to ask the same questions they could have been answered on phone or by mail. Why waste fuel, time and energy kind of questions hardly bother them.
The company I am writing about responded the next day.
Asked for the path-ahead for lean journey alongwith my quotation.
My office sent proforma invoice the next day.
The company sent me their 'supplier registration form' by return with a request to "comply by return". It was followed by a reminder mail saying "Waiting for your immediate reply."
The form was one of the most complete ones that included all the information such as whether my office was a brick or a RCC structure. My office sent back the form promptly duly filled in.
Same evening I got a call saying "Your 'supplier registration' is complete. Please ensure to get bill alongwith you. End of your counseling you will get cheque in your hand." Communication was crisp and clear.
Deliciously delightful experience! First of it's kind for me!
May be the company had timebound performance criteria for their delivery processes. But I had seen many companies in spite of having such criteria failing to pay even after a couple of years.
A typical Indian company paid me half the amount overdue to me after half century of telephone calls and five times more emails. It wrote-off half, paid me half after two years. That means the money was depreciated by half due to inflation. I have not considered cost of follow-ups though which is actually a part of any Indian's routine.
I used to call my customer-friend every time Sachin Tendulkar used to hit half-century expecting the Sachin-fan's mood to be good, but in vain.
Some such company's performance criteria is to keep more amount in credit than debit. Their unwritten rule is to delay payment multiple times the agreed payment time. Former should overrule the latter or vice versa whichever worked out favorable to them.
This 'taking others for granted' is a typical behavior in high mistrust societies. Hopefully my delightful experience is not a mystery. Actually much more than the performance criteria, it's the culture: the soft dimension that makes the difference.
The delight company happens to be an Indian subsidiary of a Japanese company perhaps richer in the soft dimension: The Kaizen Culture!
Also read a few relevant blogposts hereunder:
WOW Work-Culture: By Telling or Selling
Make It Simpler, Rest Will Follow
How To Make A Difference
An Experience of Heart-and-Soul
Take your career in fast lane!
Succession-Plans In Fast Lane!
You seem Reasonable if you appear Un-reasonable
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture
That's how some business partnerships work
Taken-For-Granted ? You Deserve It !!
In a Problem?: No Problem ! Dwell A While !!
