BRILLIANT MANAGER

G K Nair was intent on the job. He was stitching a shirt. I could make out that he was carrying it out well. Surprised, I asked him why he was doing it. The reply was all the more surprising.

“The employee did not turn up.  I thought I would stitch my own shirt as the machine was idle.  I do not entrust the job to anyone else. When I had been employed as the manager of a garment factory in Kenya, I had to be well versed in everything that had been happening there. It was a big challenge. I learned it the hard way. The training was tough. I learned that sweeping the floor in the garment factory was the most important job as the consignments were bound to be rejected for even minor flaws. The MD was unconcerned on the hard grind. He was mad if the orders were not delivered in time. An unsatisfied customer meant loss in millions.”

G K Nair is the Proprietor of Marvel Tailors, Palayam, Thiruvananthapuram. He took charge on his return from Kenya. Late Manikantan had built it up assiduously from scratch. Marvel Tailors had been a popular destination for people who looked for quality.

Manikantan was crushed to death at Pazhavangady when an inebriated driver drove the bus on to his motor bike. The sad demise was a blow to all who knew Manikantan. Marvel Tailors lost its momentum. G K Nair is a fighter. He saw a challenge. Fully aware that opportunity never beckons twice, he took up the mantle of Marvel Tailors.  His dedication has brought business back on rails. Marvel Tailors is once again the flourishing venture it had earlier been.

Our son had managed to create a gaping hole on a brand new ‘Peter England’ shirt – dark blue with silver stripes – as he tried to straighten the wrinkles with an electric iron. He felt dejected. It was a costly slip up. I took the shirt to G K Nair to enquire if he could repair it.

No one in our place is prepared to take up repairs. G K Nair was very patient and courteous. He requested me to search for a sticker that matched in color. Fortunately I could find one. He was satisfied with the selection and promised delivery after a week. He was at the stitching machine when I had stepped in.

The job was executed brilliantly. He said he had done it himself. When I asked him how much I had to pay for the service, he was reluctant to fix a price. As I had prodded relentlessly he asked me to pay Rs.40.00 though I was prepared to pay more.  He said he was happy when he could satisfy his customer. He showed me one Rs.50.00 bank note from his pocket. He said the day began with the acceptance of the bank note from a young man who had approached him to repair a frock of his daughter that had been damaged by an electric iron. He had advised the young man to consider the service as a gift to his daughter and refused to accept any payment. The customer understood the time and the effort that had been expended and refused to leave the shop without making payment.

G K Nair said he was coerced into accepting Rs.50.00. He had relented and accepted the amount as it was the ‘Kaineetam’ – the first receipt of the day. People of Kerala consider it inauspicious if they refuse the Kaineetam.  The customer addressed him ‘uncle’ and revealed that he had made a big impact on him.

G K Nair is certainly the most brilliant manager in real life. He has not been to any management school. However the skill he displays places him far ahead of highly learned managerial experts.