Trust the potent weapon!

Roti, Kapda Aur Makan! Food, Clothing and Shelter are three basic things we need in our life. But there is one more important thing that needs to be added to list, Trust! You will now add WhatsApp, FB and Internet to the list but then these are not basic things. Trust means a firm belief in the reliability, truth, ability, or strength of someone or something. 

It is equally applicable to personal relations and in business. We put our firm foot forward without any doubt if there is trust in the relationship. Trust is a central part of all human relationships, including romantic partnerships, family life, business operations, politics, and medical practices. For example, if you don’t trust your doctor or psychotherapist, it is much harder to benefit from professional advice. In politics, a government falls when no-trust motion is passed against it.  

Trust is a set of behaviours, such as acting in ways that depend on another or is a belief in the probability that a person will behave in specific ways. Trust is a general mental attitude towards a proposition that someone is dependable and is a feeling of confidence and security that our partner cares.  

Behaviours and verbal expressions are certainly evidence for trust, for example when someone treats you well and says beautiful things to you, but these behaviours are merely evidence for the internal mental state of trust that causes them, not the trust itself. Trusting people may involve trying to guess how they will behave, but people usually trust others without any understanding of probability or any precise predictions about their behaviours. Trust is an abstract feeling like love. But, it is challenging to define trust, but humans do it by gut feeling.  

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Our first and topmost gut feeling gives us the confidence to accept our mother’s trust. A child blindly believes in whatever the mother does and commands. From babyhood, we trust the mother. It probably has to do with being in her womb for nine months. During that phase, the mother and the child have an interdependent physical system, but still, they are oneThe child does ALL its activity in the safety of the safe atmosphere of the womb! In that period, humans get the training of learning to trust.  

The same trust is what drives our life; we expect and hope to have similar level of trust from others in both personal and business matters. Some people and companies achieve it, but many don’t. The reason could be that maybe we expect too much from organisations. But I will share some stories which suggest how I handled them.  

Years back, I had bought a couple of dongles. I found that they did not perform to my expectations. Hence, I closed my account with them by paying cash to avoid any discrepancy about final payment. I kept on receiving their bills for the next three months. Then a bouncer came to my office for the unpaid bills; I showed him the details and told him that next time he comes, I would call the police. Eight months later, I got an invitation for tea at their regular customer meet where a wellknown lawyer was to explain intricacies about bills. They threatened discretely in the end that they will sue me if I did not turn up. Two years later, I got a phone from a cell phone by a lady who claimed that she was talking from Delhi. After using choicest bad words, she threatened that the company would sue me in Delhi and a lot of my time and money will be wasted etc. When I counter threatened her with police complaint, there were no calls again. The amount involved was Rs 785/I am told that when such follow up is done 80% of the people pay the money out of fear. It is an extortion racket run by these companies. Will I ever trust such companies or their group companies?  

I have been using Honda cars for sometimes. Very rarely, I have had any problem with these cars. Whenever I had any technical or commercial issues, responses from their dealers and the company would be swift and resolved the problem. That has ended in my trusting Honda totally.  

Companies make mistakes in their responses, in their products and customer relationship. But many come out of them quite well, though some of them are still controversial. Take the case of Uber. It has many many issues with customer relationships, but somehow, they overcome them. But the product they have provided is such that it has given us comfort that a taxi will be available when we want it. 

I had hired an Uber taxi sometime back, and the driver turned out to be nasty. The trip never began, and the driver ended up telling me to cancel the trip. I did it, and during cancellation, I wrote about the incident. By the time I came home using the lift, (elevator) I had got a phone call from Uber. Their customer care called me to say sorry and to find out the detailsPhone calls continued for three days, and I got calls from different levels. They informed me of what action they had taken against the driver — Uber way of getting the trust back.  

Trust is rarely absolute but somewhat is restricted to particular casesa wife may trust her husband to pick up the groceries but not to buy a party dress for their daughterSuch decisions are based on previous experiences, knowledge about husbands capabilities and interests in doing something girly!  

Wife’s trust in the husband is not just an estimate of the probability that he will pick up the groceries but also a positive feeling toward husband in this respect. Her gut feeling tells her that he will be able to buy the groceries correctly, but she may not be sure about his buying the right dress. She may feel that he is not reliable enough to do such a chore! Trust is the highest when the previous history, the gut feeling, and persons’ interests match.  

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Talking of trust in business, Facebook has made a significant blunder by sharing user data with Cambridge Analytica. At the same time, they have shared data with Microsoft, Netflix, Yahoo and Amazon. Google is already capturing many of the activities we do without informing us. Boeing has made a blunder by not sharing the details about the problems in the model 737 Max. They had this information with them for more than two years before two major accidents took placeIt has created a distrust about them. On the commercial side, they have already spent the US $ 5 billion due to this episode. It will be tough for them to gain customer trust again.  

Building trust isn’t glamorous or easy. And at times it involves making complex decisions and difficult trade-offs. Trust is less fragile than we think. Companies can be trusted in some ways but not others and still succeed. Trust can also be rebuilt. 

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Trust is never objective, but it is subjective. People do not suddenly stop believing in others or companies. When the specific reason for the loss of trust is removed or corrected, trust can be restored. But there is only one relationship between the mother and the child where distrust never gets created, at least from the mother’s side! Conserve your most expensive asset, the Trust!

Trust me to share good blogs with you! emrgency1

 

 

 

 

 

 

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Your Future Self!

Create-your-future

Yesterday Jaya and I were coming back from the airport after dropping our Son. We had travelled using  an Uber taxi. On the way back, we met an interesting driver. I felt that he was quite enterprising. It was evening time and most roads indicated heavy traffic on Google maps. Not only was he using maps efficiently but at a couple of places when the congestion was too heavy, he took U-turn and changed the route. I praised him for proactive actions to reach the destination as quickly as possible. Then he asked me, “If I ask you a few questions, will it be ok?”  I said, “Go, ahead!”

He said that he owned the car he was driving and he wanted to run a fleet of taxis similar to Ola/Uber model. He wanted to give better service than Ola/Uber. He said he had funds, though of course not unlimited! But he had that aim to be better than the giants. Jaya and I probed him with many questions like what his USP was going to be? He had thought about some things and he had not thought about many things. I suggested that he put things on paper and study, create his plan. I said, “You drive your taxi every day, how will you get time to do these things?” He said that since this plan is his passion and he will somehow find the time, and “trouble” some customer like me. He would take advice from various people but will achieve his goal. So, I said, “The time you will be spending on future is going to be unproductive time for your today’s work and will stretch your daily time schedule to the limit!” He replied, “Yes, I know that I will be required to do a lot of “unproductive” work for my future. If I don’t invest in my future who will?” This I thought was an extremely smart way of thinking. Invest in so-called unproductive things to reach the moon in future! This coming from an Uber driver gave me a terrific feeling.

He was not an MBA from IIM’s nor was he highly educated. I did not ask him about his education level but he must have taken a college degree in some subject. What could be the source of his passion? We talk about business families, business communities. This person was definitely not from these groups. He must be reading something, he must be discussing with some people, he must be watching stories on TV which has led to his thinking. When my ride was over, I wished him all the best and told him not to lose courage and focus because path could be tough. He said, “With suggestions from people like you, my resolve is getting stronger day by day!”

You’re busy all day, working non-stop, multitasking in a misguided attempt to knock a few extra things off your to-do list, and as the day comes to a close, you still haven’t gotten your most important work done. Being busy is not the same as being productive. It’s the difference between running on a treadmill and running to a destination. They’re both running, but being busy is running in place.

If you want to be productive, the first question you need to ask yourself is what do you want to be? Another question is where do you want to go? Chances are that the answers to these questions represent growth in some direction. And while you can’t spend all your time pursuing those objectives, you definitely won’t get there if you don’t spend any of your time pursuing them.

Key to all this is that you need to spend time on the future even when there are more important things to do in the present and even when there is no immediately apparent return to your efforts. In other words — and this is the hard part — if you want to be productive, you initially need to spend time doing things that feel ridiculously unproductive.

My daughter Priya is a dentist. She and her family are in the process of migrating to Canada. They were initially expecting that they will move to Toronto. But Priya felt that as a doctor she should also know French, as Canada is a bilingual country. Even in Toronto, you could get French-speaking patients. So, she decided that learning French would make sense. Hence, she joined Alliance Francaise and took a four-month course. She had a tough time managing the course, her Medical Practice, family obligations and her child. But she did it! As the luck would have it, her husband got a job in Montreal and her so-called unproductive efforts will become productive when she joins him in Montreal!

You want to become a writer or a painter or marathon runner, along with whatever you are doing currently. Your busy mind tries to keep you away from the new stuff, you’re not yet good at and which isn’t yet productive. Sometimes you need to be irresponsible with your current challenges in order to make real progress on your future self. You have to let the present just sit there, untended. It’s not going away and will never end. That’s the nature of the present.

You may not end up with an empty email inbox. You may not have the perfect compensation conversations with your boss. You may not please everyone. I am confident that those who want to invest in their future, will be good enough to do their current stuff at 7 or 8 on ten level, instead of their usual on 9/9.5 on ten level. Some of you might get jitters because of a lower level of productivity, but it is simply not possible to multitask things beyond a certain level.

Once you have clarity in mind of what you are doing and why you are doing, tasks become easier. Once you start seeing at least hazy image of your future self somewhere on the horizon, your jitters level will get lowered. This brings me to my latest theory of everybody requiring to reskill themselves. Reskilling in future is going to be mandatory. This is irrespective of whether you want to do it or not! So why wait? It is going to be reverse of “Back to the Future” movie where the person travels back 30 years in a time machine. Now you will have to visualize yourself ten years hence.

In case of training for Marathon, you may first start with 5 km then 10 and so on! Similarly, the writer in you may be able to write a few things initially. You may paint a few things after 3 months! This step by step progress is what you are looking for! Do it as a passion, but don’t forget that you may have to do it in future, anyway!

Your original training as an engineer, architect or whatever will keep you going. But in both these professions, you also want to add subject knowledge of Costing. This knowledge may put you on a fast track in your future career! The future costing engineer will have to take efforts, today, then you will get the fruits in the future! Don’t lose track of “Your Future Self!”