“The moments of happiness we enjoy take us by surprise. It is not that we seize them, but they seize us.” –Ashley Montagu
Recently, I got an opportunity to experience this quote first-hand. Well yesterday, we went for ‘Teenage Mutant Ninja Turtles’ and what we thought would be the highlight of the day was totally eclipsed by what we discovered just before the movie began. We reached early to the mall and so we had solid one hour before the action began. We decided to go for KFC to have lunch. We were 14 in number and were deciding what to order and clearly taking a lot of space. A staff motioned us to get in line and then decide. He wasn’t saying anything, but just instructing us to get in line. I found it rude, but ignored it. Later on, I was told by my friend that he was deaf and mute. I realized it now that this KFC had a different aura altogether and it didn’t had the unnecessary chatter of the staffers that we usually experience in the franchisees. I observed that nearly every staff there was using sign language to communicate with other staffs or using gestures to communicate with the customers, and all that with a smile that will melt your heart. There was an air of confidence emanating from everyone working there, which was unaffected by the curious stares by the ongoing crowd. I was eagerly waiting for my turn to order, because I wanted to get the feel of communicating with the person and to see how they coped up with the standards set by KFC. And yes, as expected, the transaction was flawless. I pointed out my order and the person at the counter asked me the quantity and I gestured it too, then after confirming the order from the screen, he politely directed me out of the queue and proceeded to serve the next customer.
KFC’s initiative to employ deaf and mute persons in front-end jobs is surely commendable. Firstly, it gives them a respectable place in society earning their own bread and not depending on any relatives. And secondly, it gives them a lot of similar people in their company. This will ensure that they are in a community where everyone can readily communicate with them. The world certainly looks a nice place when you experience such nice chapters. We were so elated that we kept talking about them and agreed that this initiative should be carried on to every self-service franchises.
A little research reflected that this move was first initiated by Virag Joshi, CEO of Devyani International Limited, which runs Pizza Hut, KFC, Vaango and Costa Coffee chains in India. Really felt proud after getting acquainted with the fact that the move has been a great success so far, with the special KFCs at par with every other KFC in town. At Devyani International, they are given a training of 2 months to excel at communicating and handling customer requirements. Hats off to such an initiative by the man whose team was honoured for executing this successfully, which instils a ‘feel good’ factor in both customers and employees mind-set.
The world definitely requires such moves and positively enough there is no dearth of such leaders that can use such ideas and more to keep the spirit of humanity alive.
Recently, I got an opportunity to experience this quote first-hand. Well yesterday, we went for ‘Teenage Mutant Ninja Turtles’ and what we thought would be the highlight of the day was totally eclipsed by what we discovered just before the movie began. We reached early to the mall and so we had solid one hour before the action began. We decided to go for KFC to have lunch. We were 14 in number and were deciding what to order and clearly taking a lot of space. A staff motioned us to get in line and then decide. He wasn’t saying anything, but just instructing us to get in line. I found it rude, but ignored it. Later on, I was told by my friend that he was deaf and mute. I realized it now that this KFC had a different aura altogether and it didn’t had the unnecessary chatter of the staffers that we usually experience in the franchisees. I observed that nearly every staff there was using sign language to communicate with other staffs or using gestures to communicate with the customers, and all that with a smile that will melt your heart. There was an air of confidence emanating from everyone working there, which was unaffected by the curious stares by the ongoing crowd. I was eagerly waiting for my turn to order, because I wanted to get the feel of communicating with the person and to see how they coped up with the standards set by KFC. And yes, as expected, the transaction was flawless. I pointed out my order and the person at the counter asked me the quantity and I gestured it too, then after confirming the order from the screen, he politely directed me out of the queue and proceeded to serve the next customer.
KFC’s initiative to employ deaf and mute persons in front-end jobs is surely commendable. Firstly, it gives them a respectable place in society earning their own bread and not depending on any relatives. And secondly, it gives them a lot of similar people in their company. This will ensure that they are in a community where everyone can readily communicate with them. The world certainly looks a nice place when you experience such nice chapters. We were so elated that we kept talking about them and agreed that this initiative should be carried on to every self-service franchises.
A little research reflected that this move was first initiated by Virag Joshi, CEO of Devyani International Limited, which runs Pizza Hut, KFC, Vaango and Costa Coffee chains in India. Really felt proud after getting acquainted with the fact that the move has been a great success so far, with the special KFCs at par with every other KFC in town. At Devyani International, they are given a training of 2 months to excel at communicating and handling customer requirements. Hats off to such an initiative by the man whose team was honoured for executing this successfully, which instils a ‘feel good’ factor in both customers and employees mind-set.
The world definitely requires such moves and positively enough there is no dearth of such leaders that can use such ideas and more to keep the spirit of humanity alive.
