In the new customer-centric world, businesses strive to build trust and loyalty by delivering exceptional products and services. However, some companies resort to passing on their responsibilities to vendors or service providers, leading to a breach of trust for the customer. The detrimental effects of shifting the blame are severe on customer satisfaction and brand reputation. I can vouch for it drawing upon my recent personal experiences with Urban Ladder and Birkenstock.

Right or wrong, the customer is always right.​

The Breach of Trust: A Customer's Perspective​

When a customer chooses a particular brand, they expect a seamless experience from start to finish. However, businesses that shift their responsibilities onto vendors or service providers create a disjointed and frustrating experience for customers. I recently encountered two such incidents that left me disappointed and questioning the integrity of these brands.

Urban Ladder's Sheesham Bed Saga​

During my quest for a queen-size sheesham bed, I placed an order with Urban Ladder, a renowned furniture brand. However, the delivery process was marred with delays, miscommunication, and lack of coordination between Urban Ladder and their logistics partner. When I reached out to Urban Ladder's customer service for assistance, they shifted the blame to the logistics company, absolving themselves of any responsibility. This experience left me feeling frustrated and betrayed as a customer.

Birkenstock's E-Gift Card Mishap​

In another instance, I decided to gift my friend an e-gift card from Birkenstock, a popular footwear brand. Unfortunately, the e-gift card was not delivered on time, causing inconvenience and disappointment to both my friend and me. When I contacted Birkenstock's customer support, they also deflected responsibility by stating that the issue lay with their third-party service provider. This experience not only tarnished Birkenstock's reputation but also affected my perception of their brand.

The Negative Impact on Brand Reputation​

Passing on responsibility to service providers not only breaks the trust of customers but also dilutes the brand's reputation. Customers associate their experiences with the brand itself, regardless of the involvement of vendors or service providers. When businesses fail to take ownership and resolve issues promptly, customers may perceive the brand as untrustworthy, unreliable, and indifferent to their concerns. This erosion of reputation can result in a loss of customers and damage to long-term brand loyalty.

Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.​

Learnings for Customer-Facing Businesses​

1. Take Ownership of the Customer Experience: As a business, it is vital to take full responsibility for the end-to-end customer journey. Customers expect transparency, accountability, and timely resolutions when issues arise. Avoid shifting blame to vendors or service providers, and instead proactively address customer concerns.
2. Ensure Effective Vendor Management: While working with vendors or service providers, establish clear expectations, communication channels, and performance metrics. Regularly evaluate their performance to maintain quality standards and ensure a consistent customer experience.
3. Communicate Openly and Transparently: Effective communication is key to maintaining customer trust. Be honest and transparent with customers about any challenges or issues, and provide regular updates on their resolution. By demonstrating transparency, businesses can minimize the impact of potential disruptions.

Customer service shouldn’t just be a department, it should be the entire company.​

Passing on responsibility to vendors or service providers will have severe repercussions for businesses. It erodes customer trust, damages brand reputation, and leads to dissatisfaction among consumers. The personal experiences I had with Urban Ladder and Birkenstock highlight the importance of taking ownership and prioritizing the customer experience. By learning from these examples and implementing effective vendor management, businesses can build stronger customer relationships and foster a positive brand image.

In life, we often find ourselves questioning the impact of our actions on others. Little do we know that sometimes, the smallest acts can have the greatest influence. This morning, I received a heartwarming message from one of my ex-employees, expressing how my consistency in sharing my workout stats has inspired them to stay consistent in their own fitness journey. This unexpected message filled me with immense happiness, a sense of usefulness, and an overwhelming feeling of gratitude.

The Journey of Consistency​

When I first embarked on my fitness journey, I discovered the power of consistency. Day after day, I made a commitment to myself to prioritize my health and well-being. As a way to hold myself accountable, I started sharing my workout stats on platforms like Whatsapp and Instagram. However, I must admit, in the beginning, I was unsure if these updates would be useful or even interesting for my acquaintances.

A Discussion of Doubt​

Amidst my uncertainty, I decided to seek the opinion of a trusted friend. We had a thoughtful discussion about the potential impact of sharing my workout stats. Would people find it motivational, or would they simply brush it off as self-promotion? These questions lingered in my mind as I contemplated whether to continue sharing or keep my progress to myself.

Inspiration Takes Root​

Despite my reservations, I decided to take a leap of faith and continue sharing my fitness journey. Little did I know that my consistent updates would inspire someone I had once worked with. It was this morning that I received a heartfelt message from my ex-employee, expressing how my dedication had influenced their own fitness routine positively.

Feelings of Happiness​

Receiving such a message filled me with an overwhelming sense of happiness. Knowing that my actions have inspired another person to commit to their health and well-being is an indescribable feeling. It reminds me that even the smallest acts of consistency can create ripples of positivity in the lives of others.

A Sense of Usefulness​

The message from my ex-employee reminded me of the impact we can have on those around us, even when we least expect it. By simply sharing my workout stats, I unknowingly became a source of motivation for someone striving to make positive changes in their own life. It reinforced the idea that our actions, however small they may seem, can make a significant difference in the lives of others.

Gratitude Abounds​

Lastly, the gratitude I felt upon reading the message cannot be put into words. I am grateful for the opportunity to have inspired someone and to have played a role in their fitness journey. This unexpected connection reminded me of the interconnectedness of our actions and how they can touch the lives of others in meaningful ways.

In our quest for personal growth and fulfillment, let us strive to be consistent, to share our journeys, and to support and uplift those around us. You never know whose life you may touch and inspire along.​

In a world filled with countless blessings and opportunities, it is essential to take a moment to appreciate the incredible fortune we often take for granted. As I reflect on the profound experiences depicted in Elie Wiesel's autobiographical masterpiece, Night I am reminded of the immense hardships endured by individuals like Wiesel during the darkest chapters of history. After finishing the book, I find myself into the depths of gratitude, acknowledging the privileges we enjoy today and honoring the resilience of those who have faced unimaginable suffering.

Gratitude for the Fortunate Life We Lead​

Amidst the complexities and challenges of our daily lives, it is crucial to recognize the blessings that surround us. We have the privilege of living in a world where freedom, safety, and basic human rights are more prevalent than ever before. The roof over our heads, the food on our tables, and the warmth of our relationships are all reasons to be grateful. It is humbling to reflect on the countless individuals who, throughout history, have faced oppression, persecution, and unfathomable pain, contrasting sharply with our own realities.

A Reminder of Human Resilience​

Elie Wiesel's haunting account in "Night" serves as a powerful reminder of the indomitable human spirit. Through his gripping narrative, Wiesel transports us to the horrors of the Holocaust, where innocent lives were shattered and human dignity was systematically stripped away. As I immersed in Wiesel's words, I gained a profound appreciation for the liberties and privileges we often take for granted. Wiesel's story of survival and resilience inspires gratitude for the strength of the human spirit and fuels our commitment to ensure such atrocities are never repeated.

Gratitude and Empathy​

In embracing gratitude, I also wish to cultivate empathy for those currently experiencing hardships around the world. From war-torn regions to marginalized communities, there are countless individuals enduring unimaginable circumstances. My hearts goes out to them, and I am driven to take action to alleviate their suffering. By expressing gratitude, I acknowledge my responsibility to make the world a better place, promoting compassion, and actively working towards justice and equality for all.

As I navigate the complexities of lives, let me never forget the invaluable lessons imparted by Elie Wiesel's "Night". Through gratitude, I honor the past, recognizing the hardships endured by others and cherishing the freedoms I enjoy today. May I hold a deep appreciation for our privileged lives, and may that gratitude inspire me to be a force of positive change, extending compassion, and empathy to those who still face unimaginable trials. Let me honor the resilience of those who have suffered and ensure that the lessons of history continue to guide us towards a brighter, more compassionate world.

Excerpt from Elie Wiesel's Noble Peace Prize 1986 Acceptance Speech

We must always take sides. Neutrality helps the oppressor, never the victim. Silence encourages the tormentor, never the tormented. Sometimes we must interfere. When human lives are endangered, when human dignity is in jeopardy, national borders and sensitivities become irrelevant.​

In the realm of gray, where sunlight hides its face,
A canvas draped with clouds, a mystical embrace.
Overcast and cloudy, the sky in somber attire,
Whispers of raindrops dance, awakening desire.

A tapestry of shadows, a symphony of gray,
Muted hues of silver, a captivating display.
Though the sun may slumber, and colors softly fade,
Cloudy overcast, a beauty not to evade.

Respite from the summers​

Amidst the daily hustle and bustle, there are moments when nature paints the sky in a different palette. Overcast skies, often caused by weather phenomena like Cyclone Biparjoy, have the power to transform Gurgaon into a serene and enchanting haven. The beauty and tranquility of overcast days is soothing for the body and the mind. As Cyclone Biparjoy sweeps across India, its effects extend to various regions, including Gurgaon. The arrival of overcast skies during such weather events brings a significant change to the city's atmosphere. The once vibrant and bustling cityscape takes on a softer, more subdued tone as the clouds blanket the sky. The cool breeze that accompanies the overcast skies offers relief from the scorching heat, creating an ambiance that is both calming and invigorating.

So, the next time overcast skies grace your city, take a moment to pause, breathe, and immerse yourself in the tranquility that they offer.

Sky dance​

While overcast skies may initially appear somber, they have a remarkable way of uplifting the day with their unique charm. As the sun peeks through the dense clouds, it creates a gentle interplay of light and shadows, casting a soft glow upon the city. The temperature becomes milder, providing respite from the sweltering heat that Gurgaon often experiences. This change in weather rejuvenates both the surroundings and its residents, encouraging a more relaxed and enjoyable atmosphere. Whether it's taking a leisurely stroll amidst the gentle drizzle or sipping a cup of hot tea while gazing at the serene landscape, overcast skies in Gurgaon bring a delightful change of pace and allow for cherished moments of introspection and connection with nature.

Clouds come floating into my life, no longer to carry rain or usher storm, but to add color to my sunset sky.​

In recent times, the concept of remote work has become increasingly prevalent, necessitating the need for a well-equipped and organized home office. Recognizing the importance of continuity and efficiency in my work, I took the initiative to set up a home office that would enable me to seamlessly transition from the office environment to my personal workspace.

Gaming Desk​

The 63-inch Vitesse Gaming Desk: A crucial aspect of any office setup is the desk, and after careful consideration, I chose the 63-inch Vitesse gaming desk. Its spacious surface area allows me to accommodate multiple monitors and other work essentials while providing ample space for paperwork. Additionally, the desk features thoughtful cable management solutions, ensuring a clutter-free workspace that enhances my productivity. I extend my gratitude to my colleagues who helped me research and select this desk, ensuring that it perfectly met my needs.

Gaming Chair​

Green Soul Ultimate Monster (T) Gaming Chair: Recognizing the significance of a comfortable seating arrangement, I opted for the Green Soul Ultimate Monster (T) gaming chair. This ergonomic masterpiece provides excellent lumbar support, ensuring I can work for extended periods without discomfort or fatigue. The chair's adjustable features and superior build quality have undoubtedly boosted my productivity and overall well-being.

Ambient Lighting​

Proper lighting plays a crucial role in creating an ideal work environment. To achieve the perfect blend of functionality and aesthetics, I incorporated a combination of desk lamps and ceiling lights in my home office. The warm glow emitted by the lamps creates a cozy and inviting atmosphere while reducing eye strain during long hours of work. I express my heartfelt thanks to my friend for gifting me the Ikea desk lamp.

Office Plants - Bringing Nature Indoors​

Adding a touch of nature to my workspace was a priority for me. I carefully selected a few low-maintenance office plants, such as succulents and peace lilies, which not only enhance the aesthetic appeal of the room but also purify the air, creating a fresh and invigorating atmosphere.

Curtains​

To strike a balance between natural light and privacy, I chose curtains that could be easily adjusted to control the amount of sunlight entering the room. This allows me to create an optimal working environment throughout the day.

Daily Planner - Staying Organized and Focused​

A wall glued daily planner is an invaluable tool for keeping track of tasks, deadlines, and goals. By utilizing a well-designed planner, I can effectively manage my time and stay organized amidst the demands of remote work. I reused one of the Exam Planners which were conceptualized by Atul Mathur and me for Exambazaar. He is the Head of Marketing for all Consumer Brands of 3M in India and had helped customized these for Exambazaar customers.

Office Desk Setup​

Short Video

Exambazaar 3M Customized Planner

In India, ensuring the safety and security of our homes and loved ones is of paramount importance. One critical aspect of this is conducting police verification for household help, such as domestic workers and drivers. Unfortunately, the current state of police verification in India paints a grim picture. Today, I witnessed again the manual and outdated processes employed by the police, shed light on the prevalent corruption within the system, and emphasize the urgent need for reform.

Outdated Manual Processes​

In an era of technological advancements, it is disheartening to witness the continued reliance on manual processes for police verification in India. The archaic methods involve physically submitting documents, waiting in long queues, and dealing with bureaucratic red tape. The lack of streamlined digital systems not only leads to inefficiency and delays but also poses a significant challenge to the accuracy and thoroughness of the verification process. As a result, individuals seeking household help are left with a sense of uncertainty and vulnerability due to the lengthy and unreliable nature of the current system.

Prevalent Corruption​

Regrettably, corruption continues to plague the police verification system, further exacerbating the sorry state of affairs. The manual nature of the process, combined with a lack of transparency and accountability, creates opportunities for dishonest practices. Instances of bribery, favoritism, and fraudulent verifications are not uncommon, leaving households at risk and eroding public trust. The prevailing corruption not only compromises the security of homes but also undermines the credibility and integrity of the entire police verification mechanism.

To address the sorry state of police verification in India, comprehensive reforms are imperative. It is essential to introduce digitized systems that streamline the process, minimize bureaucracy, and ensure efficiency. The integration of advanced technologies, such as online document submission, automated background checks, and real-time status updates, would greatly enhance the effectiveness and reliability of the verification process. Additionally, increased transparency, stringent accountability measures, and the implementation of anti-corruption mechanisms are crucial to eliminate corrupt practices and restore faith in the system. The sorry state of police verification in India for household help reflects the need for immediate reform. The manual processes, coupled with widespread corruption, pose significant challenges and compromise the safety and security of households. It is high time for the government and law enforcement agencies to prioritize the modernization of verification systems, leveraging technology to streamline processes, enhance accuracy, and eliminate corruption. By doing so, we can create a more secure and trustworthy environment for households, promoting peace of mind and strengthening the integrity of the overall system.

Embracing New Beginnings​

As the summer of 2023 unfolds, a season of new beginnings is upon me. Amidst this exciting time, I am thrilled to extend a heartfelt welcome to my parents as they step into my new rental apartment. With a touch of uniqueness and warmth, I realized due to the rust-colored couch, that 2023 summer brings in the vibrant spirit for me, filled with adventure, growth, and cherished family moments.

Welcoming My Parents​

There is a special joy that comes with welcoming loved ones into a new space—a place that reflects one's personal journey and aspirations. With open arms and a heart brimming with happiness, I invite my parents to explore every corner of my rental apartment. Together, we will create memories and forge deeper connections as we embrace this new chapter in our lives. The shared laughter, conversations over meals, and the comfort of being in each other's presence will make this space truly feel like home.

The Rust-Colored Couch​

Among the various elements that make my rental apartment unique, the rust-colored couch takes center stage. Adorned with rich hues of warm orange and brown, it becomes a visual representation of the summer of 2023— the summer of rust. This distinctive couch not only complements the apartment's aesthetic but also serves as a cozy sanctuary where we can unwind, share stories, and create lasting memories together. Its inviting embrace encourages relaxation, sparking conversations that flow effortlessly, as we bask in the comfort of family bonds.

As the sun filters through the curtains, casting a gentle glow upon the rust-colored couch, we are reminded of the beauty of imperfections and the joy found in embracing the uniqueness of this moment. The summer of rust symbolizes our willingness to let go of the polished and perfect, and instead, celebrate the authenticity and character that accompanies life's transitions.

As my parents step into my new rental apartment, I am filled with gratitude and anticipation for the memories we will create together. This summer of rust represents not only the physical presence of my rust-colored couch but also the spirit of embracing imperfections and cherishing the journey. With open hearts and open arms, we embark on this new chapter, knowing that it is the love and togetherness we share that truly makes this space a home.

Welcoming parents to new space, June 2023

Smartwatches have revolutionized the way we track our fitness goals and monitor our exercise routines. With advanced features and built-in sensors, these wearable devices provide valuable insights into our physical activities. However, when it comes to capturing accurate running statistics on a treadmill, many smartwatches, including popular models like the Samsung Galaxy Watch, fall short.

Do you know the science behind how smartwatches collect exercise statistics and why they struggle to provide precise data when running on a treadmill?​

The Science of Smartwatch Exercise Tracking​

Smartwatches utilize a combination of sensors, including accelerometers, heart rate monitors, and GPS, to collect exercise statistics. Accelerometers measure changes in motion and acceleration, heart rate monitors track the user's heart rate, and GPS helps determine distance and location. By analyzing data from these sensors, smartwatches estimate metrics like steps taken, distance covered, calories burned, and even running pace.

The Treadmill Conundrum​

While smartwatches excel at capturing running statistics outdoors, they face challenges when it comes to accurately tracking treadmill runs. This is primarily due to the nature of treadmill running, where the lack of GPS and the consistent motion create discrepancies in the data recorded by the smartwatch. The absence of outdoor factors like changes in terrain, wind resistance, and incline levels further complicates the accuracy of treadmill-based measurements. As a result, smartwatches may struggle to provide precise readings of distance, pace, and calories burned during treadmill workouts.

Running stats mismatch on treadmill (5.06 kms) vs Samsung Watch (1.57 kms)

Motorbikes have an undeniable allure that captures the hearts of riders around the world. The freedom, exhilaration, and adrenaline rush that come with riding a bike create a deep and passionate connection. Among motorcycle enthusiasts, the love for their two-wheeled companions knows no bounds. I have noticed over time the profound affection people have for their motorbikes, while specifically highlighting the unique bond Royal Enfield owners share with their iconic machines.

A Love Beyond Words: Motorbike Obsession​

Motorbikes have the uncanny ability to ignite a passion that transcends mere transportation. The powerful roar of the engine, the wind in the face, and the sense of adventure on the open road form an intoxicating combination. Riders develop a strong emotional attachment to their bikes, often considering them an extension of their own personality and identity. Whether it's the sleek design, the exhilarating speed, or the feeling of liberation that comes with each ride, the love for motorbikes is a sentiment cherished by riders worldwide.

Royal Enfield: A Bond Like No Other​

Among the diverse range of motorcycles available, Royal Enfield holds a special place in the hearts of its owners. The legendary brand has been crafting timeless bikes for over a century, embodying a heritage of style, durability, and nostalgia. Royal Enfield owners not only appreciate the impeccable craftsmanship and the powerful thump of their engines but also become part of a passionate community that shares a deep bond. The brand's rich history, combined with its classic aesthetics and enduring reliability, creates a unique love affair that transcends time and trends.

The Orange Royal Enfield in Parking​

In the heart of our apartment society resides an individual who radiates their love for their Royal Enfield in a distinctive manner. With an unmistakable flair, this resident parks their vibrant orange Royal Enfield motorcycle right in the center of a car parking slot. The boldness and confidence displayed by this act reflect the deep attachment and pride they have for their prized possession. It becomes a talking point among neighbors and passerby, emphasizing how their motorbike holds a special place in their heart. This resident's unique parking choice serves as a testament to the indescribable passion that Royal Enfield owners have for their bikes, making a statement without uttering a word.

The love for motorbikes is a force that cannot be easily explained but is deeply cherished by riders. The thrill of the ride, the connection with the road, and the sense of freedom create an extraordinary bond between riders and their bikes. Royal Enfield owners, in particular, experience a distinct level of devotion, appreciating the brand's heritage and the timeless appeal of their motorcycles. Their passion is tangible, as seen through unique displays such as the orange Royal Enfield parked in the center of a car parking slot, showcasing the distinctive love that sets Royal Enfield owners apart. Ultimately, the love for motorbikes and the special affection for Royal Enfield motorcycles exemplify the remarkable relationship between riders and their beloved two-wheeled companions.

Life has a way of reminding us of its unpredictable nature, and sometimes, it delivers heartbreaking news that leaves us shaken. Recently, I received the devastating news of the demise of a dear batchmate from IIM Bangalore. I want to pay homage to the departed soul, express condolences to their family and also reflect on the fragility of life. Moments like these serve as a poignant reminder to cherish our blessings, express gratitude, and make a positive impact on the world while we can.

Honoring a Life Lost​

Losing a batchmate is not just a personal loss but also a loss to the entire community. Virendra was a bright, talented, and vibrant individual who touched the lives of many during their time at IIM Bangalore. Their enthusiasm, intellect, and warm presence will be deeply missed. Let me take a moment to remember and honor his life, the contributions he made, and the positive impact he left us behind with.

Embracing Life's Fragility​

The passing of some you know serves as a stark reminder of life's fragility. It is a humbling realization that none of us are exempt from the transient nature of our existence. It is a reminder that every day is a gift, and we must make the most of the time we have. This news is a wake-up call, urging us to evaluate our priorities, appreciate the present moment, and live with intention.

Being Present with Loved Ones​

The demise also compels me to reflect on the importance of nurturing relationships and being present with our loved ones. Life's uncertainties make it imperative to cherish the moments we share with family, friends, and those who bring meaning to our lives. Take the time to connect, listen, and create memories together. Let us strive to deepen our bonds, for these connections are what truly enrich our lives.

The loss of a beloved batchmate from IIM Bangalore serves as a solemn reminder of life's fragility and the importance of gratitude, cherishing loved ones, and making a positive impact. My heart goes out to the family and friends of the departed soul, and I offer my deepest condolences and strength during these difficult times.

May we all strive to live with gratitude, love, and purpose, creating a meaningful existence and leaving behind a world that is better.​