How do we look ahead and predict?

 

(Picture Courtesy: 'Macbeth' / Apple Original Films/A24) 

Every time, the most difficult element facing the pack leader is to make decisions today that will affect his organisation tomorrow. The ramifications of his decision will affect his family or his small and medium business organisation or his clients. 

It is well understood that Astrology and sorcery were/are practised by some leaders in different social strata, when they are/were totally helpless and pinned to the walls, unable to make a decision. 

Recently, I was reading ‘Macbeth’ and it struck me how history can go bloody and evil when people in position takes a wrong turn. Macbeth is a classical tragedy! And in ‘Macbeth’ there is a scene (Scene III) where the brave and loyal Banquo goes to consult the 3 witches to hear them prophesy about the future: “to look into the seed of time and say which grain will grow and which will not”. 

Looking into “the seed of time” is both a science and an art. What is the average life span of a BSE large-cap company? How many of them will breathe through another 10 years? How many Indian companies can find ways to “look into seeds of time”? Can leaders constantly look into the changing environment of customer needs? 

One of the most simple ways to keep looking into the seed of time and say which will grow is to be very attentive to our customers.  That’s King Rule in my business. When a customer comes to us, we listen to him/her … look straight into their eyes, see how their face talk to us … how they sound. Then we know them better. And, we know what big or small services we can render to them to keep them as our long-standing clients. ( Did they talk to us last time about a specific problem they faced when they had approached us? Did they talk last time about the Google Pay requirement? If so, should we implement Google Pay in our transactions?  Are they comfortable telling us a very private matter about why they are taking cash credit from us? Are they comfortable if we ask them about their family goings? Or, Can they call us anytime to take our advice if their bike has a troubleshooting requirement along a difficult terrain?). 

Being attentive to our customers is the most important element in any business. One doesn’t need an MBA from a business school to practice this! And … It can be as small as giving them a bright coloured rubber band to fasten the cash bundle, smiling at them and speaking a few words of genuine assurance, as they take currency from the counter. Or, as someone rolls out their bike from our workshop, wish them a happy journey and ask them to give us their feedback. Or, it can be as big as deputing a mechanic to a faraway place to fix a broken bottom-bracket on their rig.

Look into the seeds of time and tell which will grow and which will not … constantly listen to the clients. Without them, you aren't here!