Great Customer Experience is not Just the Responsibility of the Brands

Yesterday, I went to a unisex salon for a grooming session. I was attended by a young stylist. I started to engage him in a conversation. I asked his name (Sohail) and the place from where he came from (Chandigarh).  I asked him about how long he was in Bangalore, how did he end up here in Bangalore. He said how his uncle had come to Bangalore in search of work and he got him a job at this salon (owned by someone in Delhi). Apart from the salary he was drawing, he also had a paid accommodation provided by the salon.

Then he asked me about how I ended up here in Bangalore, how long have I been here and where do I stay. We shared a few laughs about how almost everyone we meet in Bangalore is not from here but is from somewhere else.

We then spoke about his dreams (he wants to save enough money to own a salon in his home town and travel the country). We then spoke about dreams in general. He offered me some tea, which I graciously accepted and enjoyed. While we were having this side conversation, he had finished my grooming session and it was time to part ways.

He asked me when would I be back and requested that I book an appointment beforehand and specifically ask for him by name to do my grooming. He also thanked me for taking interest in him and talking to him. He said that not many people take interest in people like him.

I came back home and did not think much of the conversation.

Of late, I have been thinking and reading a lot about customer experience. One thing that stood apart for me in my reading, especially after my experience at the salon was how one sided our conversations regarding customer experiences are.

We are only thinking about what can brands do to improve their customers experience with the brand. In doing this, we forget that in any given situation, there are two sets of people involved – the customer and the brand.

While all brands should definitely work towards improving the experience they provide to their customers, it is not the be all and end off customer experience. It is in their best interest to do so.

The question is what role do we play as customers or consumers in how we experience the engagement with the brands. Do we want to be passive and demanding that the brands go all out to improve our experience or can we do something that can improve our experience irrespective of what the brands are doing on this.

We as consumers can take it upon ourselves to have a great experience in every interaction we have with any given brand. We just need to understand that every experience is powered by humans (at least till now) and if we take a little bit of interest in them, they will take a lot more interest in us.

Some things that we all can do as customers to ensure that we have great experiences in our interactions with our favourite brands could be:

  • Give respect: Treating people with respect (whether it is the stylist at a salon, a retail assistant in a mall or a customer service assistant in a call centre) has a direct impact on the interaction we have with them.
  • Take Interest: Being genuinely interested in the people who are serving or interacting with us enables us to have a much richer interaction. All it takes is for us to ask some questions so we get to know them a little bit. For example, do we know the name of the person we are interacting with, where are they from, what are they doing here, what are their aspirations, etc.
  • Smile: We will be surprised when we look at ourselves in any given interaction with brands. Most of us never smile when we are interacting with people (or brands). Just smiling increases our chance of having a good interaction.

When I sit down and think about all the time that I’ve had good experiences in the past, I can always trace it back to having had a good conversation with the people engaged with me. I remember having interesting conversations with air hostesses, cab drivers, retail assistants and clerks, bank tellers, call center employees, customer service representatives at service centers, receptionists and auto-mechanics.

Every single time I’ve had these conversations, I remember going back with a good experience.

Given that this the case, the question then is the following:

  • Why are w(m)e not doing this more often?
  • Why aren’t more of us doing this more often?
  • Why aren’t brands encouraging this behaviour?”

I think it is time that we as consumers also take charge of our experiences.

The Art Of Making Progress

Making progress is about knowing what you have and making the most of it…

Making progress is about moving in the direction that we want to move, irrespective of the circumstances..

Making progress is about knowing when to stop, step back and re-think about where you are going..

Making progress is about keeping our heads down and keeping at it..

Making progress is about knowing what we can’t influence and what we can and influencing what we can influence.

We spend a lot of time thinking about how to change things that are often out of our control, instead of taking action on the things we can influence and impact.

We only begin to make progress when we stop trying to control the outcome and do the work…

This post is inspired by Bernadette Jiwa’s post:

The Art Of Making Progress


Are You An Amateur or a Professional?

Today, I read a post by Shane Parrish on his Farnam Street blog and couldnt resist sharing this with you. He tries to explain why some people are ultra successful and some are not, despite having similar knowledge or experience.

He goes on to share that one of the defining aspect that can explain this difference – Mindset.

How we see ourselves matters Click To Tweet

If we consider ourselves professionals, our chances of success goes up significantly. So, what makes one an amateur or a professional. Below is his take on the difference between amateurs and professionals.

Most of us are just amateurs.

Amateurs stop when they achieve something. Professionals understand that the initial achievement is just the beginning.

Amateurs have a goal. Professionals have a process.

Amateurs think they are good at everything. Professionals understand their circles of competence.

Amateurs see feedback and coaching as someone criticizing them as a person. Professionals know they have weak spots and seek out thoughtful criticism.

Amateurs value isolated performance. Think about the receiver who catches the ball once on a difficult throw. Professionals value consistency. Can I catch the ball in the same situation 9 times out of 10?

Amateurs give up at the first sign of trouble and assume they’re failures. Professionals see failure as part of the path to growth and mastery.

Amateurs don’t have any idea what improves the odds of achieving good outcomes. Professionals do.

Amateurs show up to practice to have fun. Professionals realize that what happens in practice happens in games.

Amateurs focus on identifying their weaknesses and improving them. Professionals focus on their strengths and on finding people who are strong where they are weak.

Amateurs think knowledge is power. Professionals pass on wisdom and advice.

Amateurs focus on being right. Professionals focus on getting the best outcome.

Amateurs focus on first-level thinking. Professionals focus on second-level thinking.

Amateurs think good outcomes are the result of their brilliance. Professionals understand when outcomes are the result of luck.

Amateurs focus on the short term. Professionals focus on the long term.

Amateurs focus on tearing other people down. Professionals focus on making everyone better.

Amateurs make decisions in committees so there is no one person responsible if things go wrong. Professionals make decisions as individuals and accept responsibility.

Amateurs blame others. Professionals accept responsibility.

Amateurs show up inconsistently. Professionals show up every day.

There are a host of other differences, but they can effectively be boiled down to two things: fear and reality.

Amateurs believe that the world should work the way they want it to. Professionals realize that they have to work with the world as they find it. Amateurs are scared — scared to be vulnerable and honest with themselves. Professionals feel like they are capable of handling almost anything.

Questions we need to ask is the following:

In which area of our lives are we acting like a professional and where do we act as amateurs? Which areas of our lives do need to become a professional in?

Here is the original blog:

The Difference Between Amateurs and Professionals

This is one blog that I recommend everyone of us to read and follow. IF you do nothing but read everything that is written on this blog, you will end up much smarter than you start with.


Making Procrastination Work FOR US and NOT Against US

At one point or another, I am sure that we have all procrastinated about something – deciding to go out on our own as entrepreneurs, preparing for our exams, having that difficult conversation or exercising. I know and see procrastination as a constant companion and a part of our lives, whether we like it or not.  As I am writing this, I am procrastinating on creating an online course that I have been wanted to create since the start of the year. Now, is it good that I have procrastinated about this particular project? I don’t know. Time will tell.

That is a negative stigma attached to procrastination. As with everything else in life, there are three aspects to procrastination – The good, the bad and the ugly.

The Good:

There could be many reasons why procrastination is good.

>> Procrastination can be an indication of something that our subconscious knows but the conscious mind doesn’t know yet. It works as a great danger sign or an alarm to beware of. For example, if you have been procrastinating about doing a specific task on a project for a long time, maybe it is time for you to think if this project or task is really that important. If we still think that the task or project is important, what comes after procrastination can help us finish the task quickly and decisively.

>> Studies have shown the over-estimate how much you can accomplish in the short-term and under-estimate how much we can accomplish over the long-term. What this means is that in the shot-term, we take on many things and tasks hoping to accomplish them all. Our procrastination helps us in prioritising the most important tasks automatically.  

>> In his book Originals, Adam grant goes on  to show how procrastination leads to increased creativity. He shares many examples, the most famous of which is the “I have a dream speech”. He goes on to claim that many of the highly creative people were active procrastinators. 

The Bad:

There are a lot of reasons why procrastination can be bad for us.

>> Putting things off even though we consider them to be important is something can lead us to a position of  frustration and anger.

>> It could lead to missed deadlines and opportunities.

>> If we think of procrastination in her team context, it can have an adverse effect on the productivity of the team and interpersonal challenges.

The Ugly:

In certain situations procrastination can have a really adverse impact.

If the procrastinating on a certain task or project by wasting our time and not doing anything else that is important or urgent, the run the risk of not achieving anything that we set out to do.

We all know people who had tremendous potential but never realised their potential. We do not want to be one of them. If we procrastinate on every task or project that we Want to do, it could be a sign of deeper psychological issues like depression or anxiety. This needs to be taken care of immediately.

Now, the question is the following:

What can we do to make procrastination work for us. 


The first step is to understand when and why we procrastinate. Once we know this, we can design our lives in a way that we use procrastination as a strength that can help us get a lot more done and done with a lot more creativity. We need to look for potential reasons why are procrastinating. Some times we don’t even know or realise that we are procrastinating. We also need to look out for signs or behaviour patterns that can shed light on tasks or projects that we consistently procrastinate about. Once we find these tasks or activities, we need to find a way to either make them fun to do or delegate them to our bosses or some one in our team.

Seeking Help:

Some times it is important to seek help from our teams to find out if there are certain tasks that we seem to consistently procrastinate about. Sometimes, we need someone to help us identify and go to the root of our procrastinating behaviour to alleviate ourselves of the underlying issue, so we don’t procrastinate on that specific task. Sometimes, it’s just that we are not fully trained to complete the task comprehensively and so we end up procrastination. In that case, it is obvious that we need to seek help so we can get trained to complete the work.

When good-enough is good enough:

One other reason why we procrastinate, is because we want to do the task or project perfectly. This quest for perfection is something that can keep us from finishing what we started. This could be a source of procrastination. We need to learn that perfection is an ever-moving target and it is ok to stop our pursuit for perfection and instead settle for good enough.

We need to understand that good enough is mostly good enough, until it is not. We need to know the difference between when it is enough and when it is not. We would do well to find some external help to help us answer this question, as we will be biased (if we are the kind who wants or likes perfection in everything).

Break down projects or tasks:

At times, we procrastinate because we don’t know where to start and how to start. So, when we decide to do take on a task or a project, if we can decide what the next steps are, right at the start of the project, it can be a big help. The same way, we need to breakdown complex tasks or projects into something that is simple enough to be handled simply and quickly.

Deadlines & Commitment devices:

What motivates and gets a procrastinator a shot and gets us to do our best work is deadlines. If we have clear deadlines for the project and the associated tasks (broken down into manageable chunks), we will get back into action and complete the tasks. Put in commitment devices to force you to do certain tasks which we are sure that we will procrastinate on.

For example, if we know that exercising is really important and we don’t really like exercising, we can create commitment devices to ensure that we do exercise daily. One such device could be hiring a personal trainer for a year and ask them to come home every single day or commit to exercising with someone every day or donate 10 USD to a charity or a politician that you don’t really like for every day that we don’t exercise. Make this automatic, so that you can’t reverse it. There are technological tools available for you to get these kinds of devices set up. 

Getting Started:

Sometimes we procrastinate when the task that we want to get done is not fun and is plain boring. If that is the root cause of our procrastination, there are two simple ways we tackle this.

>> Introduce an element of fun into the task. For example, if we dont like doing grocery shopping in the nearby mall, we can instigate a game out of it – challenge ourselves to complete the entire activity in half the time that it usually takes us or something similar.

>> One other way is that we set ourselves a specific time limit for us to do this task. Once the time is up, we stop doing until it is time to do it again. This tells our brain that it is only for a small duration of time that we need to do this is task and we give ourselves the permission to stop at that time. We can use the pomodoro technique here for this purpose.

Either ways, getting started is the key to beat procrastination.

Fear of Failure:

The most important reason why we procrastinate is our fear of failure. We dont want to be found short of. We are fine to tell ourselves that if we wanted to do something, we we can do it, if only we tried. We don’t like to try and find out that we were not as good as we thought we were. This fear of failure or the need to tell ourselves that we can do whatever we want to, if only we put ourselves to it.

Dealing with the fear of failure is a blog in and of itself. However, the most basic and fundamental way to deal with this is to get philosophical. We need to understand that failure is not a person, its an event. Just like any event, it will come and go. Also, we need to tell ourselves is that we can only control what we do. The result of what we do is not in our control. Once, we accept this reality, it becomes much easier to handle this fear and get started.

In conclusion:

As I said at the start of this post, procrastination is an inherently human trait, but we can use it to our advantage rather than suffering due to its presence. We need to become self-aware of what, where and why we procrastinate. Once we have done that, we can put in place strategies, structures and processes to ensure that our procrastinator works for us rather than against us.

This post is inspired by this post on the Strategic Coach.

PS: Here are some videos that you will enjoy on this topic:

Inside the mind of a master procrastinator – A hilarious TED Talk by Tim Urban 

Procrastination: The Hidden Benefits of Putting Things Off


HSBC – Procrastination 60 from Cartel on Vimeo.

Procrastination from Johnny Kelly on Vimeo.

How To Overcome Procrastination from Stuart Langfield on Vimeo.

The Day Before. A Film about Procrastination. from David Weigert on Vimeo.




7 Practices of Highly Inspired People

I have been writing every for this blog for the past 20 days and every time I open up my laptop to write, I don’t necessarily have an idea that I want to write about. I need some kind of an inspiration, some seed of a thought which can then go on to become a blog post. This is what writers call inspiration. As entrepreneurs, we our productivity and effectiveness is at its highest when we are inspired. So it is with our team mates.

All creative ideas have an inspiration as their seed. Someone somewhere was inspired by someone/something that led him/her to come up and express their creativity. As entrepreneurs, we know the importance of creativity in our pursuit. We are constantly facing challenging situations that need to be solved. The more creative and practical our solutions, the more success we can see in our enterprise. This is as much true for us as leaders as much it is for our teams.

All kinds of artists and entrepreneurs are always looking for inspiration or as they call it – their muse. There are times when something comes together in our minds rather suddenly and strangely.

The question then to ask ourselves is the following:

Is it possible for us to find inspiration & thereafter stay inspired? Can we do it on-demand?

Can we create an environment where not just us, but everyone in the environment can access inspiration on-demand?

I believe that the answer to all these questions is a resounding “Yes”. I can tell this with some authority as I have been able to find inspiration to create something every single day for the past 30 days as a result of some practices that I have put in place in my live. I can tell this with authority as I know of a lot of artists and entrepreneurs have done this in their lives from which I have learnt a lot. I can tell this with authority as there is a lot of scientific research that has show that this is possible. 

Before we start talking about practices to find inspiration on-demand, lets first try to understand what inspiration actually is. Every time we come across a new set of information or a fresh idea, the way our brains process them is that it creates a new neural pathway that corresponds to this idea. Now, almost all neural pathway is connected to all other pathways. The question is for us to find some of these interesting connection.

We say we are inspired by something, when unwittingly our brain has found a new neural pathway from one known pathway to another known pathway. So, almost all new inspiration is about finding new neural pathways from one existing idea to another. This can happen by connecting one idea with another, combining different ideas, subtracting something from one idea or even a combination of all of these tricks. The most fundamental thing here is that we need to be exposed to a lot of different ideas.

Once when someone asked me about how to get new ideas, I had responded that in order to get new ideas, you need a lot of old ideas. Every idea that we come across is filed away in our brain and is similar to an alphabet in our language. We are able to combine these alphabets to come up with words (first simple, then complex) and build our vocabulary. We can then use these words to come up with sentences and then combine these sentences to come up with paragraphs, stories, poetry and so and so forth. So, the more ideas that we are exposed to, the more chances we have of coming up with an inspired idea.

Being inspired is a state of mind.

Creating conditions for inspiration is about finding and accessing the states of mind that works best for us. Knowing this, here are some practices that I have put in place in my life to find inspiration on-demand.

Practice 1: The Practice Intentionality:

The first practice is all about noticing thing all around us. There are ideas all around us. The way someone is dressed, the advertisement that we saw on TV, the way something is on display in a shop, the way a speaker presented his idea, the story your child told you about her school, the way a dancer moved on stage, the way a musician composed his song, etc.. The list goes on and on. There are ideas all around us. What we need to do is be intentional about noticing these ideas.

Practice 2: The Practice of Diversity:

As i have already indicated, in order to be inspired, we need to allow our brains to connect disparate information together, which means that we need to expose ourselves to diverse and disparate information from different sources. If we only read the same stuff everyday, watch the same shows on TV, take the same route to office everyday, see the same friends, work in the same industry, we are ensuring that we will not have the diverse inputs needed for us to be and stay inspired.

So, we need to read different kinds of stuff, watch different kinds of shows, visit new places, take different routes to office, work in different industries or at least meet with people who are not very similar to us and our appraoch to life. We need to mix things up intentionally.

I know people who pick up magazines specifically not targetted for them, attend conferences which have nothing to do with their industry or the kind of work they do. I myself have a reading list that is varied and consists of material and topics that is no way connected to the work that i do. Yet, my brain always finds a connection between what I do and what i read. That is the job of my brain that it does really well.

Practice 3: The Practice of Reflection:

Once we notice things around us, we then need to find a way to capture and reflect on these ideas. We could capture them by clicking a picture, taking a video, making a note (audio or text), connecting this idea with something that we already deeply care about. I use all of these methods to capture ideas – click pictures/videos, make notes (text or audio), save something on my Evernote (stuff that I find interesting online), etc.

The key here is that we need to go back to these ideas on a regular basis so that we are able to create neural pathways to these ideas and can retrieve them on-demand when needed.

Practice 4: The Practice of Brahmanian Thinking:

In Hindu mythology, there are three gods who are the “Trinity”. One of them, Brahma, the creator, is supposed to have 4 heads, one in each direction. I consider that as an analogy for us to learn to see and think from different perspectives before creating anything new. This holds true for all creative ideas.

The practice of looking at the same thing from different angles and perspectives offers us a great deal of more information that can then trigger new ideas. It is important for us to build this habit intentionally. This is the key practice if we are to be able to make unusual connection. If we see the same thing that everyone else sees, we will come to the same conclusion that everyone else is coming to and thereby we will come up the same kinds of ideas that everyone else is coming up with.

Practice 5: The Practice of Reframing:

Another way to ensure that we are able to speed up the ability to connect disparate ideas and inputs to form new, creative and inspired stuff is by practicing the art of reframing. Our brain functions in a way that it frames everything that it encounters in one way or another. Add to this that the way our brain functions is that if we pose a question, it is conditioned to work towards finding an answer.

So, If we can find a way to frame the question or the problem differently than what was originally posed, we are able to solve it differently as well. There are different ways to reframe any challenge or issues or problems.

We can reframe by changing the context in which the problem is being faced, by changing the person whose point of view is being used to solve the problem and similar.

Practice 6: The Practice of  Constraints:

One of the ways that we can force ourselves to come up with interesting and unique ideas or feel inspired is when we introduce new constraints. This again is how our brains function. If i were to ask you to list 25 items that are white in colour in your home, you might take longer to answer if I just asked you to list 25 items that are white in colour in your kitchen. This is just how our brains work.

So, if we are looking for an inspiration for something, we will do better if we introduce new constraints in our thinking. This could come in many forms – we need ideas that use sound/music, will use comedy, will make use of children, needs to cost us under a certain cost or needs to use a specific color even. The idea is to move between different constraints to see if any of them inspire us to come up with something really unique and inspired.

Practice 7: The Practice of Practice:

The last but the most important practice to getting and staying inspired is to practice being inspired. We need to constantly work our muscles of creativity and inspiration. As most inspired creators will tell you, they need to build in rituals and habits of getting and staying inspired. This is also like a muscle. The more we practice, the stronger it gets.

In short, we need to practice getting inspired on a daily basis. We can’t do the work every single day by practicing all these practices and expect to get inspired on-demand. This is the work-ethic that is needed to get and stay inspired.

When inspiration does not come to me, I go halfway to meet it  -Freud

In Conclusion:

There are a lot of things that we can do to get and stay inspired on-demand. There is also a lot that we can do to create an environment that allows us to create a culture where our teams can get and stay inspired on-demand.
I will delve deeper into how to create a culture where teams can get and stay inspired in a separate post shortly.
Btw, this post was also inspired by a post by  on here.