Monday, March 6, 2017

Great Quotes on Women and Courage

I’m tough, I’m ambitious, and I know exactly what I want. If that makes me a bitch, okay. — Madonna

“The question isn’t who’s going to let me; it’s who is going to stop me.” – Ayn Rand

Whatever women do, they must do twice as well as men to be thought half as good. Luckily, this is not difficult.”– Charlotte Whitton
If you don’t like being a doormat then get off the floor.”
“You move totally away from reality when you believe that there is a legitimate reason to suffer.”– Byron Katie

“Courage is like a muscle. We strengthen it by use.”– Ruth Gordon

“You may encounter many defeats, but you must not be defeated. In fact, it may be necessary to encounter the defeats, so you can know who you are, what you can rise from, how you can still come out of it.”– Maya Angelou

We realize the importance of our voices only when we are silenced. — Malala Yousafzai

I have come to realize making yourself happy is most important. Never be ashamed of how you feel. — Demi Lovato

In politics, if you want anything said, ask a man; if you want anything done, ask a woman- Margaret Thatcher

If you obey all the rules, you miss all the fun. — Katharine Hepburn

It takes a great deal of courage to stand up to your enemies, but even more to stand up to your friends. — J.K. Rowling

The best protection any woman can have is courage.
Always be a first-rate version of yourself instead of a second-rate version of somebody else. –Judy Garland

When one door of happiness closes, another opens; but often we look so long at the closed door that we do not see the one which has been opened for us.”– Helen Keller

“One of the most courageous things you can do is identify yourself, know who you are, what you believe in and where you want to go.”– Sheila Murray Bethel

“You have to have confidence in your ability, and then be tough enough to follow through.”– Rosalynn Carter

“One is not born, but rather becomes, a woman.”– Simone de Beauvoir

Passion is energy. Feel the power that comes from focusing on what excites you.” – Oprah Winfrey 

Taking joy in living is a woman’s best cosmetic.”– Rosalind Russell

“I’ve often thought it unfair that women are expected to stay at home when there’s a fight to be won. If awoman has the strength to bear a child, she can swing a sword as well as any man”      Karen Hawkins

“Do one thing every day that scares you.” – Eleanor Roosevelt

“It is our choices, that show what we truly are, far more than our abilities.” – J.K Rowling

“Not all of us can do great things. But we can do small things with great love.” – Mother Teresa

“I learned to always take on things I’d never done before. Growth and comfort do not coexist.” – Virginia Rometty (CEO of IBM)

Wednesday, March 1, 2017

Importance of Client Satisfaction to Business

Client Satisfaction  -  7 client imperatives

1. Fulfill commitments

Match your commitment to my request
Coordinate people who promise and people who deliver
Deliver on your promises and commitments both formal and informal

2. Make it Easy to do business

Make policies, practices and procedures invisible to me
Do business in my terms
Have personalized choices
Make it easy to do business

3.  Understand the client
Understand the industry
Understand the business
Know me (strategy, processes, organization and culture)
Understand how solutions fit the business needs

4.  Communicate
Initiate contact. Tell me what i need to know when I need to know it
Listen and hear me
Use my language and say in simply
Be honest and respectful
Assign single points of contact
Give the customer a better view of the support
Use internal communications to drive consistency

5.  Be competent

Demonstrate expertise
Have the resources (people, products and services to solve my business problems
Provide quality workmanship

6.  Be cost effective
Give the most cost-effective solution the first time
Let me select the level of service for which I want to pay
Give me cost-effective, competitive alternatives
Tell me the cost up-front

7. Be responsible and accessible

Be available when I need you
Provide the right person the first time
Have a single point of contact
Keep me informed and follow up
Anticipate what I need


Why the focus on client satisfaction?

The value of high client satisfaction - Happy customers buy more service

1. It is far easier to support a happy customer
2. Satisfied clients are more likely to buy new services

1. communication model
2. Transparency
3. Service consistency

Communication model - Core principles of interactions with the customer

1. Provide the service the customer has requested
2. Be indifferent between the levels of service (the customer picks the service they need)
3. Counsel and not threaten (proactive vs reactive)
4. Listen to what customer has to say
5. Have verbal conversations and not just discussions through email
6. Never say, 'I can't talk to you about that!'
7. Don't use the term 'contract' with the client, use the term agreement or avoid it altogether
8. Have senior management involved in conversations about strategic issues


Make it easy to do business - Customer perspective

Customers generally expect problems, they often see satisfactory solution of these problems as a bonus

The biggest customer issues often have their roots in
1. Lack of communication also known as 'The Bad' surprise
2. company over the customer,  example, Policy, Matrix
3. Failure to support the customer in dealing with their management

Customers who have the perfect experience when working with you often give lower client satisfaction ratings
than those who have problems or complaints that get resolved quickly

It all ties to managing clients needs and expectations


How to handle upset customer

1.  Empathize with the client (let them know you care)
2. Listen completely - don't interrupt
3. Ask questions to better understand the problem
4. Take notes and confirm that you understood what was said
5.  Take ownership, don't pass the buck
6. Respond immediately, if you are unable to fix the problem, get help
7. A great guideline to use at any time:  Why Am I Talking?


Ideas for creating partnership

Buy them coffee :-)  It works sometimes
suggest interim workarounds
Acknowledge the problem, sympathize
Ask questions
Find out exactly what is bothering them
Make sure the right players are participating- escalate if necessary
Offer a solution
Remain Calm - don't panic causing more frustration
Search for causes
Make sure you understand the severity of the problem
Take responsibility for the problem
Offer to have technical teams engaged
Don't hide
Participate in cost containment exercises with the client
Identify ways to improve client's processes there by increasing productivity and reducing cost
Reviewing Disaster recovery and other processes and implementing a higher level of recovery
Review customer's utilization, application performance and making meaningful recommendations
Making network recommendations to help customer reduce network response time, service cost, and/or single points of failure

Understand the client - General Guidelines

1.  The client pays the bills, so treat them that way
2. Work with management and expect them to say 'Yes , we can' but help to understand what it might cost, time required and information needed.
3. Sit with your customer and hall conversations are great
4. Build relationship at the operations level

Tuesday, February 28, 2017

A Girl's Survival Spree :-)

I felt the warmth of my mother’s womb.
I cherished myself, inside her dark soft water sack
Suddenly, I heard a gush of Tsunami,
A wave of some soft liquid burning me away
I cried.  I cried in pain.  I moved up
Close to my mother’s racing heart
Next day morning, I heard someone yell at her
Asking if I am there or forever gone!
She said she could feel me still
Alas!  I survived.  The first ever time in life!
Inside my mother’s warmest womb

I am born.   With people whispering that I am a girl
My mother sounded frightened and cried
People who own me, disowned me right away
I didn’t know what all this meant on the day one of life
When the fuming fires around subdued,
My mother came to my rescue and fed me
I felt the closeness of her chest, her outer skin
I sucked her in hunger wanting to survive
She hugged me close and kissed me on forehead
I decided, I am going to live no matter what
For me, for her and for my little life that just began!

I started to walk.   My father started to love me
For the small smiles I often kept giving him
I went behind where ever he went around in the house
I helped him get his shoes as he wanted to go out
Brought him a glass of water, with my tiny hands
As he came back home tired and smells of sweat
As once I started to run, and wanted to play with him
He pushed me aside.  I fell down.  But I didn’t cry
I didn’t want to give up.  I want his love.  Unconditional
He had no choice but to love me back
I know he started enjoying my presence in his life
Yes, I survived.  Yet again, as my dad’s dearest daughter

I went to school.  It was the first day in the class
There were girls and boys all frightened of a young woman
Probably of my mom’s age, having a big spectacles
And bigger book and a longer scale in her hand. 
She gave me a stern look.   As if why girls should study!
I wanted to ask her back.   Why did she then come in there!
But later on, I realized all teachers looked just like her
But they are sweet, neat and a great knowledge treat
As I completed my high school, debate restarted
On why I should go to college and on my own choices
I put my foot down.   Strongly holding on my forte
To study more and succeed.  Stand on my own in life

Self-reliance is the biggest strength to any woman
Why not me?   I want to prove those who subdued me as woman!
I went to college.  I choose a course of my choice
A different one from than the traditional one’s meant for girls
Boys in my class looked at me like a species of different kind
Physics and astronomy seemed my field of interest
People looked at me as if I am doing something odd
I want to even out all the odds that come on my way
Was ready to fix flat tires and equally build rockets
I dream big, bigger than a bride could dream in her life
I thought wild, making my creative sciences run riot
I trespassed easily into the boy’s domains making them feel
Small amidst my loud achievements that made all noise

To make my mom and dad, stay at peace in the long run
I decided to marry.   Nothing conventional about it
I choose my groom.   Of my choice.  Of my dreams
My in-laws expected me to be a typical shy Indian bridge
I gave them a run of the mill with my different thoughts
I was too much for them to handle in peace. 
They tired their level best to put me down. In all means
Chased me out of the house. Threw me on the roads
I got up and smiled.  I dusted off the dirt on my dress
Smiled again.  I am on my own and my man came along
Yes.  I have won again.   Against the regular turmoil odds!

I aged gracefully.  But disease and depression took over
Silently but wittingly I decided to fight this too
The woman in me, is wide awaken.  Much stronger
How will the spirit that led the mantra manage disdain?
I cherished my health and started doing what best I can
Gave up on the good food I loved.  Pushed those extra miles
To burn up the piled up unwelcoming body weight. 
I have 2 choices to make.  Fight it and win over it
Or just ignore the reservoirs of diseases and die
How will I?  I woke up on time.   Gave it a big fight
If I have to be there to do anything, I need this body
In a good condition, healthy and happy, free from disease

I smiled as I looked one day in the mirror.
Wrinkles and white hair added to my wisdom
The young dynamic dynamite of the yesteryear's
Is coolly replaced by fragile, grounding wit and wisdom
I am happy that my mind is alert.  Body is coping up.
Made long good foot prints to leave behind a happy note
My epilogue filled with great things to inspire and sustain
Even longer and happier, with more merrier once I am gone
For I am leaving behind no distressful days, but the days of wins
Winning from the times of cradle to the ultimate grave
Carrying life with fulfilling memories and care and grace
A woman is made to survive.  No matter what the situations are!
A real woman of substance will never fret, frown or cry!
But with every fall, she will raise again, slowly but steadily
She will emerge again from the fires of life, confidently every time
Yes, this is the story of a girl.  Who went on a rampant survival spree!

A girl’s survival spree!