Employees First, Customers Second by Vineet Nayar (Full Transcript)

Vineet Nayar

Transcript of Vineet Nayar on Employees First, Customers Second @ TEDxAix Conference

Listen to the MP3 Audio here: MP3 – Employees first, customers second by Vineet Nayar @ TEDxAix

TRANSCRIPT:

Thank you so much.

Just close your eyes for a minute. Just go ahead. Close your eyes for a minute.

And imagine, that you’re standing on the ledge of a building, which is 3 stories high, and imagine that the building is on fire, and if you knew that the right answer for you is to jump in the next 30 seconds, how many of you would jump? I guess everybody.

Imagine you are on that ledge of a building, with your entire team, ten, hundred, thousand, and the building is on fire, and you are the only one who knows the right answer is to jump in the next 30 seconds for all of you to be saved, and you turn to your team, and you say: “Jump!” What do they do? They jump, because you said so. Or they don’t jump, because you said so.

Think about it.

I was standing on the ledge of a building in 2005 with 25,000 of my colleagues, as the new leader, and they looked up to me as to what to do next. I knew that the right answer is to jump but somewhere in my heart I knew that we as leaders have done nothing to win the trust of our employees, and therefore, even if I say: “Jump!”, would they jump? Did they jump? I will come to that story in a bit, but let’s rewind a bit, and tell you a story about how did I get on the ledge of that building, in the first instance.

In India, as is true with many parts of the world, when a child is born, it is considered auspicious for the grandmother — I call her Amma — to walk up to the child — she is the first to pick up the child and she picks up this child, in her hands, and defines a vision for that child. That vision has no data. That vision has no logic. And she says: “Your fingers are so long, you’ll be an artist.” “Your forehead is so wide, you’ll be a NASA scientist.”

Everybody in the family believes in that vision. When the girl grows up that vision becomes her ambition. Becomes her pursuit, and then becomes her reality.

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I was fortunate to be born in my Amma’s house. Those days children were born in homes, not in hospitals, on this huge bed, which could sleep 9 people. My Amma picked me up, and I guess I was waiting for this vision, and she picked me up, and defined this vision, and said, “Vineet, this boy is going to do good, and he’s going to have a steady job.” What? I guess my grandmother didn’t see anything to say something more profound. But not true.

Twenty three years later, armed with this MBA degree I walked through the corridors of my first job at HCL. Four weeks later, I was called into the room with these four grim looking people who had this single sheet of paper in front of them. They sat me down, and said, “Vineet, we don’t think you fit into our organization.”

I don’t know what I was most disappointed about. The fact that I was rejected, or the fact that even that vision that my grandmother thought of me has collapsed.

I still remember that night. It was very long, very painful, very frustrating. But by the time the morning came, my life had changed.

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