Remember the title, well; all thanks to ABG for making that happen. Idea was the first ABG Company that I came in touch with when I was just a kid. Idea connections have been ingrained in our family for quite a long time now, so much that our secondary SIMs in our dual SIM phones also has an idea connection. I don’t remember the last time I used a LAN or router assisted connection for the internet, thanks to mobile hotspots and great speed by the idea network; routers, LAN cables and all these complex and costly affairs have just become obsolete in our lives. Above that, the Nirvana plan and the data carry forwarding simply makes using the internet a more carefree experience where I do not have to worry about any data or speed limits.
I’ve never had any issues with the idea network, which is why connecting with my team during my job, at times of distress got easier. I worked in Coffee Day Global Limited, as a service executive, wherein my responsibility was to look after the after-sales service and maintenance of the Coffee Vending machines that our company provided other businesses along with managing a team of 10 technicians who looked after the technical work. The area allocated to me was entire South Bombay, western and central line, hence I and my team used to stay on-field to address client for major days of the week. As Mumbai, the city of dreams is notorious for its heavy rains, I never thought that one fine day, it would teach me a lesson for life.
29th August 2017, Tuesday, Mumbai was hit with one of the worst downpours in its history. In a matter of hours, the entire city was flooded. Many lives were lost, people’s savings and earnings all wiped in an instant. The seriousness of the calamity reached to such an extent that 30th August was declared as a holiday. It got difficult for me to coordinate with my team on Tuesday, as we were all on the field. Rains made the situation worse. Somehow everyone managed to reach their homes safely, including me. In a few days, the rains had subsided. We got back to our responsibilities as the work had resumed. Everyone was doing a good job, except one. Initially, I spoke to him for any problem with his work, but he didn’t have any. Then I thought he would require some re-training, but considering he was one of the most experienced technicians, that wasn’t the case either. There were complaints from clients about his work and I wasn’t able to get a proper response from him for his lack of focus. One day, being stern, I confronted him, and that is when I found out the reason for his silence. Due to the rains, he had lost his entire house. He lived in a small house whose roof collapsed, the floor, walls and everything inside the house were now exposed to the rains leaving nothing for him but ankle deep water. Though I, with the tremendous help of my manager was able to assist him, I still felt ashamed for not knowing more about my own team. Where they lived? In what conditions? With how many? Nothing at all.
That’s when I learned a lesson that: Everyone is fighting their own wars in life; so the last thing I want to do is add another one to their list. To work efficiently with a team it’s important to know everyone really well. It creates understanding and most importantly builds empathy in the team. To make sure nothing like this ever happens again, I personally decided to talk and know more about my team. I got their information from my managers, any family problems, anything irrespective of big or small detail. As many of them lived near their working location itself, I was invited home by many and I gladly agreed.
If you ask me how did this create an impact? It did! Keeping your employees happy always translates into your customers being happy, but the vice versa may not be true. I didn’t just know my team better in a few weeks, but they also got to know me for who I am which built a better synergy in the team. I’ve left the company, but I still get calls from my team many of them still requesting me to come back. They wish for my best health and I do the same for them. Though these were not white-collar employees, I knew whenever I’d need them, they’ll be there for me, and they knew I’d be there for them. One small selfless gesture, changed the entire team into a small family.
