Woes as an SBI Customer

The SBI, Margao Saga

Frankly, the mission, the vision and the values are meant to set standards that need to be admired, nay adored and replicated. But then complacency is the order of the day. Ask State Bank of India, Margao Branch and they will tell you this in no uncertain terms.

I recently went to deposit a minuscule amount, compared to the standards of the Branch concerned. I stood in the queue labeled ‘Single Window No 7’. And the wait was long… The only consolation was that the token system was out of order. I say ‘consolation’ because the last time I did take a token, I pulled out a number as far down as 174. When I looked up at the token board it read just 63 and it was 12 noon. A Good Samaritan advised me that I could come back at around 3.30pm rather than waste my time waiting. I took this wise advice and it paid off. When I came back at 3.20 pm, I just had to wait for 10 minutes before the magic number 174 was actually displayed on the screen signaling my turn!!!

What happened on October 29 , 2010 was an entirely different experience. As I approached the top of the queue in ‘Single Window Number 7’, I was in for a rude shock. The lady at the counter told a group of us, very rudely and in a very uncouth tone, that this was a queue for ‘Government Challans’. There was no board or any sign to indicate this. Yet she stuck to her guns and refused to relent.

I have personally seen that the functioning of the SBI branch at Margao, barring a few exceptions, has almost been paralyzed after it has been computerized. Even the Chief Manager, PBD or the other managers seem to be least bothered. They don’t seem to understand the gravity of the customers’ grievance. It is one of the richest branches in the country, I am told. Also, every employee has their job secured. So who cares!!!

I went to try and meet the managers personally, but either they were unavailable or too busy. It is surprising that India’s premier bank's employees need to behave this way. Whither our banking system???

But, given the slightest opportunity, the whole staff of the State Bank of India will join a nationwide strike, be it to demand an increase in their salary or to enhance their benefits. Is this really fair when they provide no customer satisfaction to clients, even those of almost 40 years? If one asks for an account closing form, though, they make all kinds of excuses and completely evade the request!

When really can we get this service back on track? Is it only going to be complacency on the part of the management and staff of SBI, Margao? Is it left only to a few individuals working in the bank and who respect the vision of the bank to actually give service to the customers? I really wish we could find solutions to this really fast. Many customers, who have depended on the service of the bank for years, are actually at the receiving end and are treated poorly. The bank officials simply don't seem to be not bothered. Someone will come in, make a noise and go. But there is no one to rectify the mistake. Even in this extremely competitive world of banking, the SBI, Margao staff don’t seem to be in the least afraid.

The higher-ups in the SBI have set a vision and a mission for the bank. It seems to be a lofty vision and mission,all complete with values too, that surely defines the customer as king in its own subtle way. But as far as SBI, Margao goes; the customer seems to be a burden. The impression most of the staff give is that the customer cannot really be the purpose of the business. He seems to be a rude interruption. He must be treated with disdain.

So when we look at the Mission Statement and the Vision Statement of the State Bank of India, nothing seems to tally with the actually ground zero reality. Is this all a hallucination!

Mission Statement

Develop into a top rate, nimble footed banking institution committed to excellence in services to its customers, enhancing stakeholder’s value though care and competence and fulfilling obligations to the community at large.

And there is also the very inspiring vision statement that reads:

Vision Statement

• Attain high standards of efficiency and professionalism and core institutional values comparable to the best in the field.
• Possess world-class standards of efficiency and professionalism rooted in the core institutional values of the State Bank Group.
• To be a committed, caring and responsible corporate citizen
• To provide a satisfying work environment with opportunities for learning, self-development and self-actualization.

And finally a set of ‘values’ that read:

Values

• Excellence in customer service
• Integrity and confidentiality

Well, are we living in a fairy-land; SBI, Margao?

I personally feel that every bank should give their customers some special service. It is indeed heartening to note that some private banks do this. Even most of the nationalized banks have understood the importance of having a customer, even if he will deposit only a Rupee. It is high time banks like the SBI, Margao branch realize this necessity. Banking today is a necessity for the banker and a luxury for the customer. I do hope the officers of the concerned bank realize this or they would do well to stock a good number of account closing forms.

Siolim Lad Wins Kingfisher Voice of Goa 2010

Siolim Lad Wins Kingfisher Voice of Goa 2010

The village is famous for the ‘Sangodd’. The boating spectacle has caught the eyes of many. This village has also gifted Goa with personalities like Remo Fernandes, who now needs no introduction, and the famed cartoonist Alexyz. Now something unique has happened to the village in the last two years.

Kingisher Voice of Goa this year has produced an undisputed winner. Melvyn Noronha has an exceptional voice, an enthusing sense of dressing and a marvelous smile. Add to this the prominent vibrato in his voice, and notably something not achieved through training, all this added up to giving him the title this year. Last year there was a young lass in Tavia Machado, who was the winner of the Kingfisher Voice of Goa title and she hails from Siolim. This year the village can claim a back-to-back victory. Siolim emerged triumphant once again with Melvyn claiming the honors and this time right under the nose of Remo Fernandes, who performed for the finals.

The Konkani round was won by Gladrin Fernandes from Nagoa, Verna. Her performance was one that was both trilling and entertaining. The judges were of the unanimous opinion that if there was a voice that could match that of the nightingale Lorna, it could be Gladrin’s. What is also most appreciable about her is when Gladrin introduced her songs; she always made it a point to emphasize on the name of the singer and also of the composer and lyricist. Mostly the latter two are forgotten.

Tremendous talent, superlative enthusiasm and even a whole bundle of nerves gave us a thrill of a lifetime at the Kingfisher Voice of Goa final this year. The Konkani category finals were held on October 15 and the English category finals on October 16. Both drew a large audience who were there to see the best talent chosen from around Goa. The finalists, mostly young talent as well as enthusiastic young-hearted individuals, put forth a performance that were several notches better than their previous performances, that could also be described as excellent. There were 10 contestants in the English round and 12 in the Konkani round.

To be at the jury desk would be a tough job. The contestants went on to ensure that exactly that happened. As each contestant came up and sang, the job for Sigmund de Souza (music composer, performer and journalist), Edwin Braganza (guitarist and vocalist) and Belinda Fernandes (guitarist and vocalist) became more and more complex in the Konkani round while Belinda and Sigmund were joined by Ravindra (Ravi) Faria Coutinho (guitarist and vocalist) in the English round in the now byzantine task. Overall, there must be a word of praise going in favor of the judges, they came up with what could be considered, a much unbiased decision, one which must be applauded and hailed.

The final four in the Konkani category were Ulfa Kwaja, Clint Furtado, Priyag Salmalkar and Gladrin Fernandes while in the English round the last four chosen were Anais Gonsalves, Salisha Ferandes, Nikita Fernandes and Melvyn Noronha. A word of praise must also go out to Norman Cardozo who accompanied most of the contestants with some superb backing on the keyboard. Sachin Chatte kept the mood and the participants upbeat on both the days.

On the day of the Konkani final, there was a great entertaining performance by Anselmo Fernandes. This young lad kept the crowd in splits with a duet that he performed all by himself. He could sing the high pitch and the male pitches with ease. Showing great energy on stage were the band Forefront with the upbeat and mellifluous Agatha on vocals. At the finals of the English category, we also witnessed a scintillating tribute to Michael Jackson by Kingfisher Voice of Goa 2006, Joanne Fernandes. There was also a commendable performance by Kingfisher Voice of Goa 2009, Tavia Machado.

There were original compositions in plenty sung during the competition. Caetano Agonda was praised for his Konkani comedy song, he composed himself. But there was Salisha Fernandes who sang her original compositions right from the auditions to the finals. She also was among the last four to be chosen in the English round. She won the prize instituted by Remo. She will have her composition orchestrated, mixed and recorded by the legend himself and she can then use this to play on the radio stations, on an album or wherever she chooses.

The entertainment for the evening began with Goa’s ambassador to the musical world singing three songs he has specially composed for Rajendra Talak’s new movie ‘O Maria’. This was the first time ever the songs have been sung on stage. This included a song on the nature and beauty of Goa, more on the lines of a ballad. The other was based on Goan folk music and was a duet he sang with Queeny, a young lady with a pleasant voice. The last one was what he thought is probably Goa’s first hard-rock Konkani number.

Lorna began her performance with a song that described all she has done for Konkani music. She praised God for helping her take Goa and Konkani to the world. The emotion of the song spoke for itself “This voice cannot be bought with.” It also included a tribute to Chris Perry.

Remo then came back to thrill the audience with his Microwave Papadums. He got the crowds rocking to mostly his own compositions. In the end, he had the crowd grooving next to the stage as he ended the night with ‘O Meri Munni’, a song he kept going for over 20 minutes.

The prizes were given away by the Chief Guest Rear Admiral Pillai, Flag-Officer-Commanding, Goa Area, Indian Navy in the presence of Mr Govind Tiwari, Divisional Vice-President of UB Group, Roussel de Miranda of Hype Entertainment, and the jury of the day.

Kingfisher Voice of Goa 2010

Great performances by the participants. Great performances by the judges too. It could not have been tougher for Sigmund de Souza (journalist and composer), Belinda Fernandes (guitarist and vocalist) and Ravindra (Ravi) Faria Coutinho (Lead vocalist and rhythm guitarist of Pure Magic).

The Konkani category added a lot of punch and we had the best performances overall. One of the best Kingfisher Voice of Goa finals I ever witnessed.

Remo and Lorna also put up great performances to light up the evening.

THE WINNERS

KONKANI:
GLADRYN FERNADES FROM NUVEM

(I hope I have got that name right or I will correct it very soon)

KINGFISHER VOICE OF GOA 2010:
MELVYN NORONHA FROM SIOLIM

Remo seems to have inspired the village. We have the second winner from Siolim in as many years. The first was Tavia Machado last year.

The prize for the best original composition, instituted by Remo, went to Salisha Fernandes, who sang her original compositions at the auditions, semi-final and final of Kingfisher Voice of Goa 2010.

To read more about what the prize brings to Salisha, read my interview with Remo on Herald dated 16.10.2010 on Goa's Heartbeat Page 1.

More on this, along with photographs soon.

FB and our CM

Are you serious about the ban on networking sites Mr CM?

By Colin Savio Coelho

I read with great amusement the comment made by our CM regarding networking sites like Facebook, Orkut, etc. Well, we must all remind him that we are in the 21^st century, a century where networking is going to rule the roost!

While there is a total breakdown of networking in government departments and works, why does the CM have to bother how people wish to communicate in a democracy? Just because networking sites have created problems for a few ministers, does it mean that they are a problem for anyone and everyone? Relevant questions have to be posed to, what could be considered as, the unnecessary outburst of the CM.

I would like to begin with giving my first-hand experiences with network sites, especially FB. I have around 547 friends, all genuine ones mind you, at the time I am writing this. They are bound to increase at the rate of one a day at least. But never have I been a victim of pornography or any unwanted material from FB. My friends are all active and none of them have ever complained either. This seems to be a defensive statement on the part of the CM. if you and your government had been good to people and acted with merit, I don’t think anyone would even dare create false FB profiles in your name. I always believe: “You have to garner respect with your deeds. You cannot demand respect.” Conversely you can create situations for people to disrespect you when you do not respect others.

If you really want to ban something, please ban corruption. Please ban everything that causes corruption. We are given to understand that corruption in the government is blatant and has reached unimaginable proportions. I suppose the corrupt ways would would include and involve all those that matter in government as well. We hear that every government job is now up for a price. If this does not go to the personal pocket of the person that matters, it finds its way into the ‘party fund’. Can this be banned totally? Or can every minister make an effort to stop this forthwith?

FB, Orkut and others have been a great boon. I spoke to my friend Sergio Dias after many years as I suddenly hit upon him. I met my classmate Ameet Sardessai after almost 25 years on chat on FB. I have almost got in touch with Claude Distefano from Malta, a friend I made in France in 1993. Probably I have got in touch with at least two more such friends from South Africa whom I met in France. We have received great responses to events that we promoted through FB. The good that these sites have done far surpass the ‘bad’ they could probably do! I am sure many Goans and even others would share this viewpoint with me because of their experiences with networking sites.

We need you to check your conscious Mr CM. We don’t need a ban on FB. We need a ban on corruption, on the evils that plague your government and on all the evils that mar our democracy. I don’t see the reason why FB and others should be banned in a democracy like ours. Our maturity should speak Mr CM. Are we not a mature populace who can decipher between right and wrong?

But I would be questioned about the false profiles being created. Well that is a negative that we may have to contend with till decisive action can be taken by the authorities. I know Goa now has a well-trained unit of the police to detect cyber crime. Please make use of this and ensure that action is taken forthwith. It is not difficult to trace the culprits using technology. Make an example out of these rascals.

Another way I would suggest is that every minister should create profiles on their names. Once their genuine profiles are already online, no one can duplicate them. It will also give them an opportunity to chat with a few people and get the views of what they think of them and their works. Maybe explain to them also how the work of the minister is done for good. Use this to promote some good work.

I would tell every minster: This will keep you busy and maybe psych you into doing only something good. It is said that when you keep talking – now we can extend that to chatting - about something, you already believe you are doing it. This will also encourage you and ensure that you do some good work.

Eventually, Mr CM and all the Ministers, I sure hope you end up actually doing this ‘good’. Well, you could follow a simple principle: if you keep talking about ‘good’ to many of your friends on the networking sites, you will begin to feel you are actually doing ‘good’ and finally end up actually doing ‘good’!

Oh, would we all love that!!!