We have an inside that doesn’t match our outside
Sunday, December 20, 2009
From: Mr David Mugah
Subject: todays update
To: “Nirvana Cable”
Date: Friday, December 18, 2009, 7:54 AM
We created a miracle. On the Barclays Bank draft program we were slotted for a 1 hour to do our presentation. While on the stage the mood was getting charged and soft. We saw the Barclays Bank CEO pass a note to the Master of Ceremony. At first we thought the time was running out fast. But lo! To our surprise the note was informing us to continue for the next remaining 3 hours. At this point we knew we were just about to crack the code, this rejuvenated more strength within the GCA team.
After the skit we led the 160 participants in the room, among them being the Branch Managers and Top Management of the Barclays bank, into a conversation of identifying their time bomb ideas. This included: Mistrust, limited communication, Bitterness, nepotism, fear, uncared for, among others. The mood shifted to aggressiveness and eagerness. Equipped with the three laws of performance, the Mr. Momanyi prudently calmed down the audience by asking them “what they thought will happen if the above mentioned time bomb ideas were not be fixed.”
For a while, a dead silence ensued. Then one by one like the “popcorns scenario” they started shooting up their hands. One Branch manager from Kilifi said “the bank will continue loosing its clients which in return will threaten our job security”. Another one from Malindi said “there would be unbearable hatred and bitterness and we would not be able to raise our families”. The branch manager from Mombasa added that if that trend continues for the next 10 or so years then “some branches would close down, which would be a scaring scenario, even to think about”. In agreement with the rest, one branch manager from Nairobi said that “millions of shillings would be lost giving our competitors a cutting edge”. He added that this is something that must be stopped at all possible ways and costs. Many others added their voices to the discussion and all unanimously agreed they needed to urgently address these issues. This led them to being light even as they embraced GCA’s ATT concept.
Though slightly relieved, they still stared at us expecting more. At this point, Mugah wrote on the flip chart “what do you have to let go or drop in order for you to boost your performance”. We divided them into 5 groups and gave them a 20min break after which they were to discuss the question. When we resumed, interesting points were shared. One branch manager said “I would let go my pride and perception that the community members can’t pay borrowed loans”. Another said “I drop my mistrust over my fellow colleagues and clients”. He demonstrated this by rolling his handkerchief and threw it down hard, causing a loud laughter in the room. “Oh, so my withholding of information has led us to this stagnant position”, another said with teary eyes.
The Barclays Bank CEO broke his silence by saying that “maybe what we need to drop is our business as usual strategy of marketing – using huge bill boards, expensive television adverts, etc – which are largely extravagant and monotonous, and adopt GCA’s concept which seems irresistibly attractive and productive”. “Actually I recommend we partner with GCA especially in our market strategies”. The CEO added amidst heavy applause from the branch managers who felt effectively and largely relieved of tough tasks of pulling more clients to the bank. “Further, I request the director of finance to factor in two pilot projects to be conducted by GCA in Voi and Malindi in Coast Province before the end of January 2010. I commit myself to table this to the Board of Directors for approval,” the CEO said.
As we came to an end, everyone present was excited by the content we had shared. The Director of finance said that “our institution is vigorously enriched. We feel you have restored us back to our wholeness”.
The CEO, in his vote of thanks to us said “you have helped us discover that we have an inside that doesn’t match our outside. Personally I feel ageless and unlimited. Your training is brilliantly simple and simply brilliant! I see us engaging with you more and more in future.
This is the best Christmas gift we’ve ever received”.
Following the unprecedented show, and results, the team is preparing to live at 6.00pm for Nairobi. The Barclays Bank group will also check out tomorrow in the morning and disperse for the Christmas holidays.
This marks yet another milestone in GCA’s history. While we celebrate this triumphant trip, we are most grateful to Diane and you for boldly stepping forth and facilitating our trip to Coast. We dedicate our victory to Diane and you and the rest over their.
Asante Sana!
Love