What Creates Magic in a Challenging Situation?

By Ashok Iyer

Kuruvilla had taken over as CEO of a premium property development company - Temple Tree Homes. He attended the customary fortnightly inter-departmental meeting and was intently following the discussion.

The Marketing and Sales head was gung-ho about the demand for apartments and suggested that phase 2 be launched ASAP. A launch strategy was finalised and he was ready to share the theme. The only request was the commissioning of the clubhouse.

Light-Camera-Action

Engineering head stated that all approvals from the regulatory authority were ready and so were the design and multiple bids for construction. Clubhouse ground floor could be inaugurated along with a tennis court, cricket pitch and swimming pool being filled for a trial.

The Bottleneck

Customer care however raised the delay in project execution and existing customers were pretty unhappy with the progress. Better to allow some more time say a month or so before 2nd phase launch.

Marketing Head protested “A plethora of launches was on the anvil for competition and hence this narrow gap was essential to get a head start.” Customers need delight and I propose a grand gala opening of the clubhouse complete with Elephant and horse cart rides, band baaja grand welcome - Baraat type (normally given to new grooms); a popular musical troupe and a sumptuous dinner by the poolside. Engineering Head took up the challenge and both exhorted the customer care head to bring in some much-needed joy and see the brighter side of the campus!

The Cautious Step

Kuruvilla sized the occasion and enquired about the finances and cash flow and Finance Head said he would be ready with a presentation in a couple of days. Meanwhile, Kuruvilla cautioned that euphoria should not get the better of us, do process as per SOP (standard operating procedure) to minimise risks. He would give his decision in consultation with the Finance Head.

The following week the approval for clubhouse opening was approved.

On the appointed day customers were received with pomp and show and felt happy at the attention being lavished on them. The poolside party was a grand success and the team went back home with social media full of pictures of the fun and frolic.?

Brand “Temple Tree Homes” was in 7th heaven!

Muphy’s Law at Work

Disaster struck the following day!

The entire swimming pool water had leaked damaging the yoga room, and squash court in the basement and the library area was full of water. Pumps were put into action and entry was restricted. Social media and customers went to town “Shoddy workmanship can’t be camouflaged by dinner and fun. Where is the Elephant in the room?” Give us back our money…Temple Tree Homes be damned!!!

When The Equanimous Mind In Action

Kuruvilla allowed the fire fighting to go on and asked all Heads and related personnel to a meeting at 3 pm. Sensing the mood in the room Marketing Head blamed the Engineering colleague who in turn stated he would get to the bottom of this and that various contractors involved in pool erection would not be spared. In fact he urged the Finance Head to suspend all payments to vendors and contractors!

The Blame game had begun. All present were anxiously awaiting the CEO’s reaction.

“How was the pool commissioned without a formal handover from the agencies involved? Only we are to blame! Anyone have any alternate view?” There was pin-drop silence.

“Now that we collectively accept we are to blame, let us define -What is the issue? Is it to analyse the past and decide who is blameworthy or is this the time to put our heads together as one team and re-commission the pool in record time?”

Heads nodded in acknowledgement! Kuruvilla continued. “Think collaboration and co-creation and team cohesion. Put your attention onto the task to be done. Do not be misled by focusing on past failures and getting even with members of your contracting teams. Get back with your action plan by tomorrow morning. Suggest you invite contractors to join in your discussions. This is not the time to take revenge or punitive action. Let me know what help you need from me. The Board wants to know our action plan by mid-day!”

Trust & Support-Go Hand in Hand

Later that evening Engineering Head requested Kuruvilla to call head honchos of a few main contractors to seek their help. Kuruvilla agreed and reached out with humility and respect. He assured there is no blame game but a co-ordinated strategy to fix the pool. He added a carrot too, with your help and a competitive bid, we can consider a continued relationship for phase 2 also. Let’s work together. After all a known devil was better than an unknown angel!

The following morning the atmosphere was radically different. One team including contractors, vendors and Temple Tree staff was formed.?

Objective-commissioning the pool!?

The team achieved this feat in record time. Adequate time was given after filling the pool to test it. The pool stood with water.

A second event was held to repose confidence in the team both corporate and contracting. This time around apart from customers, contractors representatives were invited to join the celebration. Kuruvilla spoke eloquently on “Mind Mastery and how collaboration instead of blame game created a turnaround. Some customers too spoke a different language.

“Temple Tree Homes have demonstrated their competence in correcting their failure. In-house competence gives the courage to dwell here. Best Wishes Temple Tree!” was the general sentiment of customers.

Social media was a bit subdued giving an impression of let’s wait and watch. No one expected a full validation! Bookings for 2nd phase was the acid test.

The Real Power

A congenial environment of working together and the courage to overcome failure was a marked change in culture, driven by the new CEO Mr Kuruvilla. Did Kuruvilla control his own mind and those of his team? This is the power of Mind Mastery!