I was heading the delivery
unit of an IT company a few years ago. There is never a dull moment in IT
companies – customer escalations, appraisals and wage revisions, resignations,
client visits, P&L pressure et al – you are always on tenterhooks. You get
so much used to these situations that anything less feels like boredom! As I
was meandering through my daily chores, I received a call from my Country
Manager in Singapore stating that I need to urgently travel to Singapore to
meet a disgruntled client. Further enquiry revealed that the client wanted to
sue us for a few million dollars, as contracted, due to a failed delivery. Now,
that was not only disturbing but also something grave. We had implemented a e-procurement
product for this client in their factory in Indonesia and as all start-up
products are wont to, it failed to meet their overrated expectations. But my million-dollar
question to the country manager was “Why me?” as I was a banker and had nothing
to do with e-procurement! His response was a classic one which I had never
heard before – he said “if you plead sincerely with the client, he would not
proceed suing us!” I didn’t know that I was such a great ‘pleader.’
Not one to shirk
responsibility, I took upon this onerous task of meeting the client in
Singapore. I browsed through the manuals to get a hang of the product and spent
a couple of days with the development team to know about the nuances of the product.
My background in such processes in my earlier avatar in the US helped me ease
my tension a bit. I reached Singapore and met the client manager Mr. Chang – an
Indonesian Chinese. He briefly met me, was curt, unfriendly and dropped a
bombshell that we were travelling to the factory in Indonesia the next day! I
did not have an Indonesian visa and he promised that he would take me there without
a visa in a steamer! I was dumbstruck and refused to budge as the prison cells
of Indonesia danced before my eyes. Much to my surprise, he arranged for a visa
in Singapore which was a feat in itself. Later, the following day, I, Mr. Chang
and two of his colleagues embarked on our journey to Indonesia.
It was nothing short of an adventurous
trip. First, we took a steamer and landed on the Indonesian soil after about 30
minutes. We then took a jeep ride for about 2 hours to another city. Mr. Chang,
obviously upset with our company, was very aloof and detached – quite understandable.
However unfriendly a group may be, when all are thrown in a group in a jeep
with nothing else to do, you tend to start a conversation. By some quirk of
fate, the conversation veered towards religion and I came to know that all the
three of them were Buddhists. I casually asked them about the significance of
the 4 noble truths propounded by Buddha. Surprisingly, they were not very well
informed. Then I talked very eloquently about Buddha and how his principal
teaching was in the 4 noble truths. They listened with rapt attention. They were
under the impression that the 4 noble truths were very basic. I dispelled their
notion with extensive quotes from the books / articles that I had read. They
were quite surprised, to say the least. I talked to them about the American
Buddhist Monk Ajahn Sumedho and his brilliant book as also about his master’s
book ‘A Tree in a Forest’ by Ajahn Chah, a Buddhist Monk from Thailand. Knowing that I was a practicing Hindu, they
were astounded. I promised to send them links to these books. Their entire demenaour
changed after this conversation.
On reaching our destination,
we boarded a plane, travelled for another hour or so and then had a jeep ride
for about 30 minutes and reached the factory in the middle of a forest. The
team there was waiting for our arrival. We right away entered the meeting and
the factory head, a lady Ms. Chin, was waiting anxiously and after a brief
introduction shot a question at me in an exasperated voice, ‘You are the
expert. Please tell us how to solve all our problems? ‘Expert – me’ was the incredulous feeling that
crossed my mind and as I was marshalling my thoughts how to respond, Mr. Chang
jumped from his chair and said that as an expert I cannot answer all trivial
things and that I would sit with the team, study all the problems and come up
with a recommendation. What a relief – I did not see Mr. Chang, but I saw
Buddha himself standing there! That gave me the necessary breathing space.
Later on, I also came to know that Mr. Chang and Ms. Chin were at loggerheads.
To cut the story short, I
managed to gather all the issues, offered a few work arounds and generally
managed to wriggle out of the situation. On return to Singapore, my good friend
Ram prepared a brilliant presentation based on my inputs giving not one, but 4 different
options to proceed. I went ahead and made this presentation to Mr. Chang and
his team. He appeared reasonably convinced. Once I was done and about to leave,
Mr. Vincent, Mr. Chang’s assistant, shook hands with me and told me in a
whisper, “Mr. Ganesh, when Mr. Chang takes up an issue, he doesn’t rest till he
sees blood. You are the first man to go scot free like this!” Mentally I
profusely thanked Lord Buddha for his compassion and mercy on me!
Finally, the client made a
settlement with us after we agreed for a small compensation and closed the
project. How did the cantankerous Mr. Chang agree to this proposal – only Lord
Buddha knows! And the moral of the story is, any knowledge, however trivial it
may seem, will come in handy at some time one way or the other!