Lock-down Diaries #7: Being Customer-centric

Here’s a story from way back, going back to over 16 years; late-2003 or early-2004, I don't really remember now. I was in my final semester of PGDM at Goa Institute of Management. We were tense as this was our ‘placement season’; gone were the focus on studies or the ‘Surprise Quiz’ (which was minimal in any case) as all emphasis was on securing the coveted ‘placement’. There were a few of us who had secured a ‘pre-placement offer’ (PPO) and they oozed confidence. They didn’t have to worry about grades or the upcoming job hunt. It is a different feeling when you know you have a bird in hand! That confidence shone and a few also managed to secure some of the first jobs on hand – in addition to the PPO already secured, life lesson - at times a bird in hand could also get you two in the bush! Remember, this was way back in 2003-04; the world was still coping with the 2001 dot com crash followed by 9/11. Economy was still floundering, and jobs were few. With scarce opportunities, the 'follow your passion' was last on anyone's mind, it was just about securing a job, any job that paid decent. In fact, if I remember correctly, there were a few who dreamed of an FMCG role, but ended in IT and me who wanted to get into IT finally landed up in Logistics, and that too Sales! We were literally fighting for scraps.

So going back to my story, we had a major IT firm coming in for placement and they were looking to hire quite a few. As things stood then, IT was the one sector still hiring and hiring by the dozens. We were asked to submit our standard resume and hope for a shortlist. Our resume was a 2-page standard template; each of us had to list out our academic details, projects completed and any major extra-curricular achievements. The resume design, the tables, color and columns were dictated to us. It was standard fare and no variations were allowed. There was little to differentiate as most of us had gone through the same path of science followed by engineering. We were literally plunged into the rat race, the early-2000 assembly-line products of our fine education system. So after the initial resume submission and culling, about 30-40 odd from our batch were selected for Group Discussions and Interviews. My best friend and I both made it to the final round. We re-worked our respective CVs and practiced answering mock-interview questions; especially the infamous one ‘Tell me something about yourself’ and were all set to ace the interview round.

Interviews were held in what we called the ‘Admin block’ this was the central section of our institute; essentially a remodeled hospital and a really old historic building. The ceiling was way up high, with classrooms that were huge with large windows and ancient chairs and benches laid out like a small amphitheater. Opposite to these classes were the cubicles for the faculty and a bit beyond them under a staircase to the upper floors were the placement room that held the interviews. There was palpable tension in the air, for many like me this was the one chance to secure that job. A systems and operations major lining up for an IT firm that was hiring by the dozen; odds couldn’t be more favorable. Both my friend and I held hands and were literally praying to all the Gods we knew; our friends were around us, giving us the much-needed courage.

It had gotten dark, the entire selection process had taken all day and it was quite late in the evening now. My turn came; I was literally shaking as I made my way through to the interview room. This was a panel interview with about 4 interviewers and a solitary chair placed in front. Without going into details, let me just say, I totally screwed it up. I just couldn’t handle the pressure. The stress of this role being that one chance, the overwhelming audience, the steady buildup of pressure during the day just got to me. I stammered, stuttered and with each blurted response my confidence fell further. I made my way out of the room knowing fully well; that I wouldn’t make it. Though sad (to say the least), I hoped the best for my friend who’s turn was next. She was, rather is the brightest person I’ve met and our friendship has only grown over the years. Her interview went pretty well, and she was told, that she would be joining the firm. It was a good day after all.

Now for the interesting part; on prodding her about the questions asked, she mentioned one thing and her reply has stayed with me all these years and has been a learning for life. The interviewers said that she was the only one in our batch of over a 100; who had stapled her CV three times on the margin, making it like a book! The rest of us had just one staple in the top left corner, giving it a pamphlet look!!

Now remember this was the early days, internet was in it's early days, but the default operating document was still a paper print-out. The interviewers had to scan over a 100 resumes, with 4 panelists that meant 400 copies floating around. A slight breeze would send these documents fluttering around the floor. With the volume of paper, passing through many hands, it was very easy for the papers to get dislodged or torn. You then had to search for the other half. My friend’s resume was the only one that stayed intact, her resume was neatly stapled thrice near the left margin with a neat crease for the paper to fold around the bend. It was a booklet; you could flip the page and read comfortably.

She was the only one who thought of the client (in this case the hiring firm) and the issues they might face.

A differentiation was created where none existed!