On a recent trip to the UK, we took the coach from Birmingham to London, mainly to avoid carting our four bags on the train platforms and lifts and try also a bus ride. Though we were told by a few people that bus voyages were not always very good, due to traffic and occasionally truant driver behaviour, we went ahead nonetheless, as we had time on hand. And ended up being absolutely delighted.
This journey was memorable, not due to the ease of booking, nor the cleanliness of the vehicle, but mainly to the exceptional conduct of the person in charge. It was a young lady, a person of colour, whose first name was Michelle (name changed to protect identity). At the time of boarding, though there was a male ticket checker, it was she who effortlessly and smilingly took bags (some quite heavy and large) of each passenger and loaded them on the bus. Post which she welcomed us with a brief, impeccably delivered announcement on the ensuing journey, outlining the do’s and don’ts. Better than any airline commander that I have ever heard. Thereafter, she drove the bus adroitly, on the motorway and in the crowded and sometimes narrow London streets, stopping and getting down at the designated stops en route, helping each passenger disembark smoothly by offloading their luggage with great care. When we got off at our destination to thank her and give her a small tip, she said was “You are very kind” in the gentlest of ways. And when we asked her, she directed us to the place where we could get a cab to our hotel.
Michelle epitomised the high quality we associated with many things British. To say the least, she was inspiring. I have never encountered such competence in any public service organisation, anywhere. The coach company and Michelle deserve massive applause, mainly because we normally tend to bracket excellence with vocations and people in slightly exalted professions. But the peerless exhibition of professionalism by this effervescent coach driver reminds me that we should strive for greatness in everything we do. Whatever we do, can be fabulous, if we want it to be.
As an Indian, we seldom have such encounters with public services, due to a combination of factors, mostly systemic and cultural. Including very few buses being driven by women. Maybe the stark difference has made it overwhelming for me to be a bit effusive here. But, as an executive search consultant who engages with senior and accomplished professionals for a living, this episode has further reminded me to unravel competencies going beyond the obvious technical and functional ones. Traits such as courtesy, pride, going beyond one’s call of duty, grace under pressure, generosity and all delivered with a smile.
Every calling is great, when greatly pursued, as spoken by the late American jurist, Oliver Wendell Holmes.