#GenX #GenY #GenZ #WorkEthics

'Ma'am, today is my last working day with this bank. But I have briefed my colleague Mr. K about your requirements, and I have put in a request for a locker too, so please walk in any time and talk to Mr. K's

I was left speechless.

Manikandan was at the 'customer service' desk at the branch of my bank nearest to me. I had booked a Forex card online, with instructions to have the card delivered to Coimbatore, not Chennai. SLA for delivery was a week. 10 days passed. There was no update, no visibility, and an amazingly useless contact center where the IVR kept sending me back to a menu that didn't show a path to my specific problem, and no ma'am, no agents to speak to.

In desperation, I called up my 'Relationship Manager'

I am supposedly a 'super-premium' customer for the bank, and this individual, my bank assured me, was a special privilege - a one stop SPOC, my go-to for all needs.

In the 5 years of being my relationship manager, his communication had always been to try and push some product onto me - this insurance, or that loan! Never once had he been able to support me with my queries or issues.

So, true to form, he did what he always did. He promised to check and get back, but never did. He avoided my calls and messages.

In greater desperation, with the travel date looming close, I walked into the nearest branch of my bank. I met Manikandan, who was manning the 'customer helpdesk', and explained my problem to him.

He searched his system, called the card center for the card's whereabouts, tracked the status, and assured me that it would be at his branch the same evening. He said he would call to confirm, that I could collect the card the next day.

Relieved, yet skeptical, I went home.

At 5 pm that evening, I received a call from Manikandan. He confirmed that the card had arrived, briefed me on the documents to carry, and agreed on a specific time to collect it.

I went in the next day, took the card, and told him I was looking for a locker in Coimbatore. He checked, assured me they could arrange for a small locker, and suggested I visit the branch after I was back from my travels to close on it.

Home, tried activating the card and hit a roadblock, rather, card-block.

This time, I knew who to call. Manikandan checked and assured me that he would have the block removed. It proved to be a complex and difficult task.

A day went by, trying to correct it - Manikandan would send me hourly updates on the status.

The issue was resolved after two more days, thanks to the extra effort put in by Manikandan.

The smart customer that I am, I decided I would find a way to change my 'Relationship manager' and ask the bank to assign Manikandan.

When I this thought with him, he said 'Ma'am, today is my last working day at this bank. I am moving to XXX bank, joining tomorrow. But my colleague K will take as good care of you as I did, please patronize our branch'

What do you make of this young man's work ethic?

It was surely not a 'cultural' thing at that bank - my relationship manager also works in the same bank!

It was not a generational thing - he was in his 20s, the generation we all lament about, and malign - we talk of their poor work ethics.

Is it a city thing? I don't know, I have met other service providers and frontline team members in Coimbatore who are like my friendly Chennai relationship manager - oblivious to what the customer wants, keen on pushing their agenda.

It is surely the value system of this smart young man, his approach to his career.

He understood that giving your best to every customer, always, assured your future in the service industry.

That staying true to your role and delivering what you are supposed to, till the last minute, is the right thing to do, and the smart thing to do.

This ensured you always stood head and shoulders above your colleagues.

You never burnt bridges, when you left an organization, people missed you and wanted you back.

You built a reputation that would only grow and go before you. Managers and customers remembered you, opportunities come your way.

I am confident that I will soon see Manikandan as a branch head and maybe more.

I write this post to also remind us also that it is a bad idea to build generalized stereotypes about 'generations' - Gen X and Gen Y and Gen Z.

We talk of 'Quiet Quitting' but we fail to talk of 'Dedicated Professionals'

Let us accept that individuals like Manikandan exist in every generation.

So do individuals like my relationship manager.

Smart organisations will find them, recruit them, nurture them, and grow their tribe.

They will find ways to hold them close, to not lose them like my bank did.

Thoughts?