Human  Resonance

  • Resonance as a word , is better understood than defined in a dictionary . The very dry & restricted definition in a dictionary does not do justice to this beautiful & potent concept — so here is my sense making on ‘ Resonance ‘
    • Resonance is a state of matter where it feels abundance of energy – free flow at will , for attaining fulfillment
  • We probably first heard it in our Physics Lab in school in the context of a metal . In an experiment we were given a metal tong / fork to strike on a hard surface & watch vibrations ( & the amplitude of vibration ) created in that metal . We were told ( which is true ) that each metal has its own ‘ natural frequency ‘ of vibration . If you make the metal vibrate at its natural frequency , the amplitude of vibration is the maximum / double . This means that at its ‘ natural frequency ‘ the metal produces ‘ higher output ‘ and ‘ willingly ‘
  • This ‘ natural frequency ‘ for a metal is a characteristic of that metal , just as its density , specific gravity or melting point & other properties – which defines the metal & these properties of a metal are different from that of another metal – just like nature of human beings.
  • You can feel it happening in Music . If you pull / strike a string of a stringed musical instrument in just the right way you see the string buzzing & feel the melodious , longer lasting musical vibrations . You can hear this resonance in the sound of a ball being hit by a cricket bat , just at the right spot & at the right time ( timing )
  • I have come to believe that the concept of Resonance is also very intrinsic to Human beings . Each of us can , need to & do resonate towards attaining our fulfillment
    • I therefore believe that each of us have our own unique ‘ natural frequency ‘ if struck at that we resonate . Each one can & will , if only we can find that ‘ natural frequency ‘ for that person .
    • You can feel ( for self ) & see ( for others ) this resonance happening …this is a state of exhilaration , where you experience ecstasy & joy ‘ for nothing ‘ , in anything you do . This is a state where ‘ things happen ‘ , you don’t need to try to hard … nothing you do is a burden for you – the more you do what you do , you feel more happy ( & not tired ) ; you kind of ‘ float ‘ smoothly , everything seems to make sense to you , you have a purpose to exist , you feel life is too short for ALL that you want to do . You have a Great sense of self worth & feel immensely fulfilled . It is a very desired state of mind to be in – should become the ‘ Natural ‘ state to be in for each of us .
  • I also believe for human beings , there exists : Individual Resonance & also Collective Resonance ( like the Bees humming & working in perfect harmony )
  • When resonance happens in an Organisation set up , you see ( not just better but )outstanding results , high energy levels – almost contagious – in employees , a ‘ buzz’ around , you feel the vibrance in the ambience ; it’s a whole lot of positivity which shows not just in measurable results but also in individual fulfillment / happiness and higher employee engagement leading to high retentions .
    • When collective resonance happens , we see a multiplier effect – these organisations may even reach a stage of ‘ Collective Consciousness ‘ …. Where things ‘ happen ‘ , everyone ‘ knows ‘ – nothing needs to be told or explained or asked .
  • So Human Resonance seems to be a very desired state of being ; question is HOW ? Do we know what it takes & Do we know how do we help unfold
  • I don’t think I have a ready answer – a proven formula . But I do have a good understanding of what – why – how it works . Simply it is about ‘ striking a chord ‘ with another person . Various initiatives that we can undertake for human resonance , can be categorized into two ‘ buckets ‘ : Alignment , Ambience
    • Alignment : Each of us has a natural tendency – an inherent strength to do something very well . While a person may be average in many things , there will always be that ‘ one thing ‘ where that person can really to excel . This is what Gallup organization calls ‘ Talent ‘ . All we need to do is to know / understand an employee’s talent & align it with right role . When some one does when he/ she is naturally inclined to do , he/she will reach excellence & thereby a greater sense of fulfillment
    • Ambience : We do not need to resonate anybody , that each individual will do , all we need to do is to provide facilitative ambience for each to blossom . There are many ways / mechanisms / tools one can use to root the employee in Trust & Comfort , with the organization . Tools like : (i) Creating outstanding on boarding experience , (ii) Buddy system , (iii) KYE – Know your employee ( beyond CV & identify value you can add ) , (iv) EVP – Employee Value Proposition ( non monetary promise an organization holds to make an employee ‘ long to belong ‘ )
  • I hope above is adequate enlightenment –Of course if you need further connect or clarity on the subject , you can always reach me @ +91 99860 34443 or yatinsamant@yahoo.co.uk . All the best to all of us !
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WHO COMES FIRST : CUSTOMER or YOU

  • Customer is the King . Ask any one who has had some exposure to formal college education or who has heard of ‘ Consumerism ‘ , he will surely say , Consumer always comes first
  • And yet you see what most organizations invariably do exactly the opposite – they are inwardly focused . They pursue their pre set financial goals , not customer needs , they are structured to suit internal admin logistics not aligned with serving customers , they produce what suits their abilities not customer needs & their use of technology is towards internal convenience and cost optimization , not for serving customer better ; it doesn’t make customer’s search or life easier
  • That is why the non – human way ( voice command operated , automated teleservice ) is increasingly becoming inhuman … may times you do not get across or have to hold on to it for long or you have to cross 6-7 levels of filtering commands , in the garb of guiding you …. It is actually a deterrent for the customer to continue . Many times you find that the option or issue of service you are seeking resolution for is not even listed in the menu . This is distancing from customers .
  • As if this ‘ distancing from customers ‘ was not good enough , I’m seeing a new trend of ‘ hiding from customers ‘ . The trend I see in at least 2 major service sector companies : One is a big ‘ Tel – Tel ‘ company in Telecom & another DTH company operating from the sky ; is to say tata to customers by closing down visible service centers . When earlier they had a physical presence in the form of service centers where customers had some recourse to issues and grievances have fast disappeared . In my recent experience when our telephone sustained follow up did was not responded to despite promises we did not know where to go , as even on company’s website there is no address , except the HO in Mumbai one can approach . Denying access to customers to me is a Cardinal sin , especially in the Service sector
  • In India most Organisations , in the name of customer service , serve own interest ; that is because they see themselves and customers as on two opposite sides , they suspect their customers — that is why they seek ‘ protective ‘ measures from customers & build a fortress wall around themselves . They see Organisaion’s interests & Customer interests as two & often clashing entities … that is why service standards in India are so pathetically below standard . In the end these organizations neither serve their customers well nor themselves .
  • If you ask me who comes first ; I’m very clear on the attention hierarchy , it is : Customer à Organisation à Employees . It’s always customers first , who are the reason businesses are created Hence it is the Organisation who needs to be aligned to serving customers & not the other way round . It is my conviction that there is no better way to serve organisation’s interest except via serving customer interest . The beauty is ( which most organizations and managements miss ) that if you are truly aligned with your customers , you will always be on your customer’s side & when both are on the same side , there are no two ( clashing ) sides to service ; there is only one cause left … the common cause of serving your customers . Those companies who have internalized this spirit have long sustaining & flourishing businesses , because they know no better way of conducting business . These respectable organizations do not chase business or numbers ; they only run with their customers because of which the business chases them .