Saturday, 23 October 2021

It is Okay to Fail



Failure - A word that has many different meanings, many different connotations and many different interpretations. Failure is used for individuals, organisations, products, experiences and actions.

Failure and Success are two sides of the same coin.

Both are relative to one another. One person can be seen to have failed because they did not succeed. Another person can be seen to have succeeded because they did not fail. With understanding failure and putting it into context, success means nothing. Success has to be in relation to someone or something else. We have succeeded because another person did not succeed or failed.

Failure is understood and interpreted in different ways by people who are faced with failure and by those who know the individual. It is handled in different ways by the person who is faced with failure. Failure is analysed by people who observe and comment upon the person who has failed.

We say that failure is painful and that it causes emotional turmoil and upset, and inflicts agonizing pangs of guilt, regret, and remorse. But those who have experienced true failure, and have bounced back from it, understand that failure is necessary for success. Yes of course, failing hurts. In fact, it cuts deep like a razor, slicing its way to our inner core. Yet, it is necessary.

Very seldom has anyone attempted to get to understand the reason for failure or the impact of failure.

No one thinks of the impact on the person who has failed or is likely to fail. Everyone observing the failure is quick to pass judgement on the failure and the person who has failed. Everyone has a reason, their own interpretation, of why the failure has happened.

I have often wondered why Indian parents are so ambitious for their children and what is it that we are always trying to achieve through our children? Is it our own unachieved ambitions or is it a genuine desire to see our children succeed and prosper in the very competitive environment that is so prevalent in our country? What prompts us to first determine that some jobs are good and what empowers us as parents to decide what we think is good for our children?

Parents have a big role to play. Most parents from the developing World teach their children the importance to “win”. They want us to come “first” in class. To be at the front of the pack. To get ahead. All this without considering the impact this would have on the thinking of their children. My parents told me this and I told the same to my sons. As I look back, I know this was a mistake.

This repeated reinforcement by our parents and elders manifests itself into our behaviour patterns in society.

The oldest and strongest emotion of human beings is fear, and the oldest and strongest kind of fear is fear of the unknown. Have we ever wondered why all of us seem to have an identical set of values when it comes to looking at ourselves in similar situations? Is this behaviour happening because of our fear of failure?

We love Success! Nobody wishes to fail. We are embarrassed even if we commit a silly mistake.

We can relate with stories of success from our scriptures. Stories of the triumph of good over evil in the Ramayana. Stories of The Mahabharata, where Lord Krishna asks Arjun to fight and win the battle because that is his duty. Stories from the Bible of David and Goliath, Moses parting the Red Sea and the legend of Saint John slaying the Dragon.

We never remember stories of failures or disasters. There are plenty. We do not remember the villains in these scriptures. There are many.

We expect success from ourselves and from others. We celebrate success. We strive for success. We encourage one another towards success. We hold success in high regard. Our entire mind-set is wired towards success which is the goal. We are constantly bombarded with ideas about success. Our movies glorify success and generally have a happily ever after fairy tale like ending.

Our bookshelves are filled with magazines, journals and writings on 'How to be Successful', 'Keys to Success,' 'Secrets of Successful People,' and so on.

I am not suggesting that pursuing success is a wrong. Success is good. However, focusing only on success is incomplete if we do not talk about failure and how to face it.

Nobody wants to talk about failure. We do not like failure. We hate it so much that we even scorn those who fail. Even worse, we tend to dislike ourselves when we fail.

Failure is a part of life and everyone has faced failure. The manner in which each person handles failure is different.

Failure is and always will be unexpected, unavoidable, uncomfortable and universal. We need to understand how to face it. More importantly, we must understand how we can use failure as a force of change.

Do not fear failure so much that you refuse to try new things. 

I have often said that we must not reach the end of our life’s journey with three regrets.

1.    I could have done this, but I did not.

2.    I might have done this, but I did not.

3.    I should have done this, but I did not.

We must remember that sorrow is a part of everyone’s life but the bigger blessing we have is that we have the strength and ability to forget our sorrows and move on.

The same applies to failure.

Failure must be a teacher for each one of us. And we must be grateful to this teacher. As someone commented “Failure is a comma, not a full stop”. This too shall pass.

At the same time, we must remember that repeated failure is not acceptable. Failure cannot be a romantic notion.

“To err is human, but if the eraser wears out before the pencil, you are overdoing it.”

Sunday, 17 October 2021

The Maharaja’s Frequent Flyer programme

 


As a very long-time user of the Air India frequent flyer program it is frustrating to see that nothing has changed over the last decade either in terms of customer service or redemption.

It is interesting to see how aggressively the Maharaja and their employees promote their frequent flyer program. They have also tied up with credit card companies which enable customers to earn additional miles by using their Co-branded credit cards.

Almost everyone I know saves their miles for holidays. It is an established fact that passengers select an airline to accumulate miles for use later. The age-old philosophy of “One Airline, One Hotel Chain and One Credit Card” has yielded many “paid for holidays” for customers.

However, in the case of Air India, when the time comes for redemption of these miles, painfully collected over a period of time, the horror starts.

It is impossible to get through to the customer service line for redemption of points. I have wasted hours on the phone, listening to how important I am as a customer. Air India is the only call centre where they give the waiting time in 30 second slots. It is also the only waiting line where the time keeps increasing and the number of the people in the queue, ahead of the caller, keeps increasing.
When one does manage to get through the call drops or is disconnected, only to start all over again. I have spent 88 minutes holding, waiting for a customer service agent, in 3 separate calls and was still not able to speak to an agent!

The only way to get a ticket is to make a trip to the local Air India office. This is another frustrating experience. The Air India staff actually believes that they are doing the passenger a favour because the tickets are against miles and not paid tickets.
 
Be prepared to wait for several hours because either the “concerned person” is not available or “the system is down” or “Mumbai staff is away for lunch” etc. The standard response from the counter staff is “please sit down and we will call you”. Spending 3 to 4 hours is a standard norm at an Air India office to get a redemption ticket.

There is another aspect which has been surprising for me. If the flight time has changed, Air India cancels the confirmed seats without any reference or communication to the customer. What would have happened to customers who have reached their destination and have suddenly realised they don't have tickets to fly back home.

Finally, Air India cancels a flight and simply sends an SMS. Who cares about the passengers who may have planned urgent trips and who is bothered about the money that may have been lost for hotel bookings? Definitely not Air India or its “customer service” staff.

 

Having flown several different airlines over the last few decades, Air India’s frequent flyer program is definitely the most challenging and has the most difficult customer service agents.

 

Instead of treating a frequent flyer as a valued customer Air India treats them as a nuisance value.

 

If the Tatas are to attract Indians to start travelling again with them, this is one department that needs serious looking into and correcting.

 

 

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The author is a CEO Coach, a Storyteller and an Angel Investor. He hosts the highly successful podcast titled The Brand Called You. A keen political observer and commentator, he is also the founder Chairman of Guardian Pharmacies. He is the author of 7 best-selling books and writes for several online newspapers.

 

Watch and listen to our podcasts at www.tbcy.in | www.equationcoaching.com

 

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