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N E W S L E T T E R F O R P R I V A T E C I R C U L A T I O N O N L Y N O V E M B E R 2 0 0 9

In the spotlight!

4 C O N T E N T S

CONTENTS

COVER STORY:In the spotlight!

UPDATES AT ERA

ERA LIFE

LET’STALK:Era Construction & Contracts Division

DIWALI CERELEBRATION AT ERA

WINTERS BECKON

YOUR SPACE

EMPLOYEE OF THE MONTH

HAPPY BIRTHDAY

ERA FAMILY WELCOMES YOU

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“…We are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing

is perfect. But we are going to relentlessly chase it, because in the process we will catch excellence. I am

not remotely interested in just being good.– Vince Lombardi

Experience excellence

A basket contains 5 apples. Do you know how to divide them among 5 kids so that

each one has an apple and one apple stays in the basket?

Answer on Pg. No. 17

1C O V E R S T O R Y 1

That persistence and perseverance make an unbeatable combination for success has been proven once again by the Era Group’s flagship company –

Era Infra Engineering.

From its humble beginning decades ago to emerging as one of the most diversified infrastructure development companies to clocking stellar growth Y-o-Y to garnering prestigious accreditations and awards along the way,

Era Infra Engineering has surely and steadfastly paved its way amongst the top-notch infra players in the country. Adding another feature in its cap is the receipt of yet another prestigious award from the Construction

World Annual 2009 Study for the Second Fastest Growing Construction Company (in the large category).

The award was given away at the 7th Construction World Annual Awards 2009 on the 8 October, 2009, at ITC Grand Central, Parle in Mumbai. Making this

achievement even more special was the fact that the award was given by the honorable minister Kamal Nath and received by Mr. J.L Khushu, Director, on behalf of the company amidst

an elite gathering of industry stalwarts, bankers, bureaucrats and

technocrats.

In the spotlight!

22 U P D A T E S

Era Infra Engineering’s Construction & Contracts Division has been awarded the construction of 14 buildings under OBC reservation at BHU Varanasi, package-I, by the Central Public Works Department (CPWD) with the contract period being 18 months. The Division is already executing one project at BHU Varanasi and this order further strengthens its presence at BHU Varanasi and endorses its quality and execution commitment and capabilities. The Division has also been awarded the work for “Part A1” of piling and foundations works including supply of all materials except those proposed to be supplied by BHEL for 2 x 500 MW units at Anpara-D Thermal Power Plant (PTPP) at Anpara, U.P. by Bharat Heavy Electricals Limited (BHEL) for a period of 18 months. The division already has one ongoing project at Anpara for Lanco Infratech Ltd. and this project will further strengthen its positioning in Anpara.

Strengthening foothold

Pictures speak a thousand words. And to showcase the speed, progress and commitment with which Era EPC & International Division has exhibited while executing its important projects at NHAI Bahadurgarh, NHAI Gwalior, HUDA Hyderabad and DMRC Dwarka, we bring you the most recent images taken from the different site areas. Era EPC & International is well on track to transform the way people will travel in the future.

Improving connections

NHAI, Bahadurgarh

NHAI, Gwalior

HUDA, Hyderabad DMRC, Dwarka DMRC, Dwarka

HUDA, Hyderabad HUDA, Hyderabad

NHAI, Bahadurgarh NHAI, Gwalior

33U P D A T E S

The flagship company’s RMC Division has fast established its presence and brand strength in the North Indian market as evident from the myriad orders logged in month-on-month. Some of the salient orders bagged by its different plants for a host of clients are as follows:

• Secured orders from Samiah Promoters and Builders, Supertech Ltd., K.V Construction, Kashyapi Construction and Amran Tos Builders, Greater Noida

• The Sahibabad plant procured order fromAhluwalia Contracts for their Common Wealth Games project

• Order from the U.P Government for its Dr. Bhimrao Ambedkar Hospital project in Noida

• ReceivedordersfortheVardhmanGardeniaHousing project and from OMAXE, Murthal

• ReceivedorderfromCrossingsRepublicCity,Ghaziabad

Cementing its presence

Facilitating the best of Infrastructure Development That high-end quality equipment is axiomatic for quality infrastructure development lies at

the heart of both Era Equipment Division’s existence and its stellar growth since inception.

Committed to bringing in the latest top-end equipment necessary for large infrastructure

projects, this division has already built an enviable clientele for its business. In the month

under review, the EMD division’s Machine Mart secured orders for leasing Sensor Paver for

the National Highway project at the Wagah border in Punjab and for the Zirakpur-Parwanoo

National Highway project.

Recognising the superiority of Pre-Engineered Building Technology over traditional

construction and endorsing the excellent value proposition of Era Buildsys in this fast-evolving

space, the company has bagged prestigious orders from reputed clients namely Shandong

TiejunElectric Power Engineering Co. Ltd. (Adani Power), Surya Global Infrastructure Ltd.,

Rajeev Steels, Sail Bokaro, Sunflag Iron & Steel Co. Ltd., Reshma Constructions (BARC) and

Cord Cables Industries Ltd.

Growing from strength to strength

Faridabad Plant

44 U P D A T E S

Celebrating happy momentsWiththebringingfun,frolicandarefreshingchangetotheresidentsofMeerut,EraE-ZoneinconjunctionwithDainikJagranorganized‘Shopping Festival – Lucky 2009’ and ‘Shopping Ka Chamatkar Gift’ at Era Mall, Meerut, from 20 October, 2009 to 20 November 20, 2009.ThemaineventsorganizedbyEraMall,MeerutincollaborationwithDainikJagrancomprisedTambola,MusicalChairs,MusicalNight, Antakshari of which Tambola, Musical Chairs and Antakhshari (Couple) was held at Era Food Zone. The brands retailing at Era Mall handed over lucky draw coupons to guests on purchase on & above Rs. 500/-.

Tambola Coverage in Dainik Jagran, Meerut

Building on the legacy of trustAfter witnessing an acute slowdown during the third and fourth quarter of 2008, the real estate sector, encouraged by the positive cues of economic recovery has shown evident recovery in the first and second quarter of 2009.

Leveraging the trend skewed towards increased absorption and offtake in the realty space across almost all major cities and markets, Era Landmarks unveiled its corporate brand campaign based on the plank of ‘Trust and Legacy’ synonymous with the Era brand.

To usher a new way of living,working and entertainment.

Rooted in the Era trust.Branded in the Era experience.

Integrated Townships | Group HousingCommercial Complexes | IT Parks | Malls

Pan-India focus

Diversified vertical portfolio

Numerous project offerings

COMING SOON:Gurgaon

& Bangalore

Era Landmarks LimitedHead Office: B-24, Sector-3, Noida (U.P.)-201301

Phone: 0120-4037000 | Website: www.eragroup.co.in | SMS Era to 58888

Disclaimer: All the layouts, specifications, images and information are tentative and subject to change at the sole discretion of the company.

55E R A L I F E

What do these alphabets mean? For a Construction Engineer these mean ‘Project Manager’, for a Politician these mean “Prime Minister’. Both are correct. The Project Manager of a Construction Company is as important as the Prime Minister of a Country. The success of a site depends entirely on the efficiency of the PM as the success of the country too depends on the efficiency of the PM.

PROJECT MANAGER:

ProjectManagerforanorganizationishavingveryimportantrole.Iftheorganizationishavinggoodprojectmanagers,ProjectwillbedeliveredsuccessfullyandorganizationwillearnappreciationbutduetoinefficientProjectManager,organizationwillstandtolooseits credibility and may even loose chance of acquiring further business from the same client. A good Project Manager should have comprehensive knowledge of the contract document.

An Engineer with 10-15 years experience may occupy the chair of a Project Manager. However it does not mean that everyone with this much experience may be suitable to be PM’s. Some Engineers even with 25-30 years experience may not be fit enough for this coveted post.

The health of a company depends upon the strength of its Project Managers. The health of a company can be said to be excellent if 80% of its PM’s are efficient. In case this percentage drops below 60% the company is likely to become sick.

An efficient and competent Project Manager leads the team from the front. He completes the entrusted project work as per schedule, within the specified cost and best workman like manner. A good PM makes his entire staff efficient during the time they work along with him in execution of one complete project work.

A good PM has comprehensive knowledge of complete contract documents. He knows the BOQ from the beginning to end. Hence he is aware whether he is executing an extra item before starts with the item and takes proper approval from client before proceeding with them.

He keeps a complete record of the delays which hamper the progress of work. Prepare proper delay analysis as and when required. He asks for extension of time well before the scheduled date of completion quoting the various reasons for delay. He takes care of the company’s interest regarding compensation in case of working during the extended period of reasons attributable to the ‘Owner’. In no case should a situation arise when the company is on defensive in case of delay in completion. He takes care of reconciliation of material in time and in no case situation should arise when company stands to lose on the ground of shortage of material.

All labour contractors would be eager to work for an efficient PM. They stand to earn more in projects efficiently handled, as the workers are able to get the maximum output from their works because the works are well planned and all arrangements for execution are meticulously done well in advance. Post like Project Co-coordinators above the PMs are only to identify the seniority of the PMs otherwise the PM along is supreme for any Project.

For success of any project, management should take utmost care in selection of a Project Manager and try to keep same Project Manager for entire pendency of the contract where he has been appointed. Also considering the fact that time is the essence of the contract all required resources should be made available in time.

PURCHASE MANAGER:

PM also mean Purchase Manager. This is also a post of vital importance to the company. An efficient PM will be able to reduce the cost of works. Once an honest and person of integrity is appointed to this post, the Management’s major worries are over.

PERSONNEL MANAGER:

PM also means Personnel Manager. Personnel Manager is the key person managing the HR and its related activities. This is very important partofanyorganization.HRgeneratescorporateculture(astylebywhichacompanydoesitsfunction)whichisthepersonalityofthecompany. Corporate culture is made of a company’s core values and beliefs .Its sense of right and wrong with generating the ethical behavior.

I call upon all PMs to consider their respective projects as their own companies and work effortlessly for successful completion of the same. This will not only assure a bright future for our company but for you as well.

Contributed by –S. P. Singh

Vice President (Projects)Construction & Contracts

Meaning of Alphabets “PM “

66 L E T ’ S T A L K

Let’s Talk Era Construction and Contracts Division shares what it takes to create a

unified and motivated team that is committed to taking the oldest division ofthecompanytogreaterheightsandtodiscovernewhorizons.

L-R: Mr. Dharamveer Sharma - Executive Secretary (Contracts), Mr. Aniruddha Kumar - DGM (Contracts), Mr. Upendra Seroo - GM (Contracts), Ms. Surbhi Kashyap - Sr. Engineer, Mr. Kunal Kumar - Asst. Engineer (Technical),

Ms. Vandana Sharma - Engineer (Technical), Mr. Jeewan Singh - AGM (Contracts), Ms. Bedatrayee Saha - Sr. Engineer (Contracts), Mr. Prem Chandra Mathpal - DGM (Contracts)

CCD division has been enhancing its projects portfolio at a rapid pace. Can you share with us the factors that have helped CCD increase its order pipeline, sector presence and order size on a continuous basis?

It is true that in the last two years we have enhanced our projects portfolio to a great extent, made possible by the great efforts of the Contracts team, timely inputs from the purchase, finance & accounts department and different sites, hard work of all team members, our strategy & meticulous planning and most importantly guidance and support from the Executive Director and Honorable Chairman.

Could you give us a perspective of the competitive advantage which CCD has over peer companies and how is it leveraging these advantages to further business prospects?

Over the years, CCD has built the following competitive advantages over peer companies:

• Wellexperiencedandqualifiedexecutionteam • Alargefleetofmodernandnewequipments • Mechanizedwayofconstruction

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• Strongmonitoringsystemandeffectivecostcontrolmeasures • StrongbaseofvendorsandPRWs

The above-mentioned advantages give us the leverage in reducing our cost thereby translating into a cost competitive advantage over peer companies and a force in securing more contracts.

What according to you have been the defining moments and most notable milestones reported by the CCD team and what are the reasons for the same?

On 1st January, 2009, we received five new contracts worth approximately Rs 300 cr – making it the first time in the history of the Group, of bagging so many projects in a single day!

What challenges did you face in your journey of evolution and going forward what are the challenges that are likely to come up? How did CCD confront the same and what is the level of preparedness in dealing with them in the future?

The biggest challenge confronting us is meeting the pre-qualifying requirements for high value projects. To counter this, we are trying to enter into joint ventures / consortiums which will help meet the eligibility requirements coupled with the fact that as we are progressing and completing the projects, we are further strengthening our credentials. Our team is fully geared to face any challenge that comes in the way of our progress.

What is next on CCD’s expansion anvil? How does it plan to achieve the same?

In the last two years, we have diversified our portfolio extensively but still there are few sectors where we have to enter. Weplantoexpandverticallyandhorizontally-verticalexpansionbygettingmoreordersofhighervalueintheexistingsectorsandhorizontalexpansionbyenteringintonewsectorviz.hydropower,pipelineworks,marinestructuresandwaterresource works.

Execution capabilities are axiomatic in succeeding in your industry. How has CCD created and nurtured a culture of excellence in executing and completing projects successfully?

Successful execution with excellent quality and within the stipulated timeframe is the gateway for further business expansion. CCD has already achieved several milestones in execution and has excellent execution team working under the leadership of our Executive Director and in the patronage of Honorable Chairman. To further strengthen execution capabilities, ten sectors have been created, with each sector headed by the sector head and each sector head has a separate independent team covering all the functions. This ensures a prudent mix of focus, expertise and functionality essential in succeeding and taking the division to the next level of growth.

What steps are being initiated on a continuous level to keep the employee morale high and ensure high retention?

In CCD, we have initiated several steps to boost the morale of employees. We have put in place incentive plans and Employeeof theMonthscheme tospot, recognizeand reward talent. Inaddition,we recognizeandappreciate theservices of employees working with us since the last 5, 10 and 15 years and more. Every year, the “Employee of the Year” awards are given for excellence in management, systems and quality. Generally, the incentive is given to the execution team, but in CCD, incentive is given to the team working in the Head Office. Last year, incentive was given to the Contracts Team for their outstanding achievements.

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DiwaliCelebrations

AT ERA

8 D I W A L I C E L E B R A T I O N S A T E R A

Lighting at Era Office, Sector-3, Noida

Lighting at Era Mall, Meerut

Diwali Puja at Era Office, Secotr-3, Noida

Diwali Puja at Era Corporate Office, Okhla

99D I W A L I C E L E B R A T I O N S A T E R A

Diwali Puja at Era Mall, Meerut Diwali Puja at Era Mall, Meerut

Diwali Decoration at Aspen Garden, Meerut

Diwali Decoration at Gardenia Estate, Meerut Diwali Decoration at Divine Court, Palwal

Diwali Decoration at Era Mall, Meerut

1010 W I N T E R S B E C K O N

The days are getting shorter and I bet no sooner we are going to miss the sunshine. The sun goes down at 6:00pm already. The dark winter months really pull some people down, and this goes way beyond the “Winter Blues” and develops into something more. This condition is known as “Seasonal Affective Disorder”, or SAD. A little understanding of what’s going can be a real help.

What are the symptoms?

The most common symptoms of SAD are recurring cycles of depression, increased appetite, and an increased need for sleep. This is unlike other depressive disorders, which are mainly shown up in disturbed sleep and decreased appetite. Other typical symptoms of SAD are anxiety, decreased activity, social withdrawal, weight gain, and carbohydrate craving.

What Causes SAD?

Our 24 hour cycle of waking and sleeping is called the ‘circadian rhythm’ and governed by our changing hormone levels in response to light.

When darkness falls, the lower light levels cause the body to produce melatonin, a hormone that controls sleep. Melatonin is produced through the night, but towards daybreak, it gradually falls to allow us to wake in the morning. This system can go wrong if we simply don’t have enough daylight.

Recent research has identified a number of possible explanations for SAD. The main theories centre on melatonin production, and another important neurotransmitter – serotonin – which is important for keeping us happy.

The nutritional therapy approach

Nutritional therapy approach to SAD aims to increase serotonin levels, and also to help serotonin to convert to melatonin. Here are a few foods you might add to the diet as they may help to promote serotonin production in the body:

Bananas, brown rice, cottage cheese, almonds, walnuts and chicken.

AND getting out in the daylight for as long as you can each day will help too.

Wishing you sunny days ahead!!

Contributed by –Suruchi SoodSr. Office - HR

EraEzone(India)Ltd.

Winter Blues….Beware!!

1111W I N T E R S B E C K O N

Contributed by –Sandeep Nayar

S/o Mr. K. SujeendranAsst. Officer, P&A

EPC & International

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Itschillyoutsideandyourushtoyourhome,chuckyourbagsandrushtogetacupofimpetuouscoffee.ThegauzycurtainsflutteronlytowelcometheDecemberbreeze,longwaitingoutsidelikeadoormat,inthesnowyfringesofthewooden brackets of your house. You switch on the television to know that there is a recent snowfall in Shimla. Oh! That’s why it’s so chilled out here. You wish you could have changed the direction of the Himalayas or atleast the course of your holiday. Neither. But still, it is the time when you can move out in a sunny morning to explore the beauty of Delhi in new attire. Trees with no cloth on their bodies, shivering like a stray dog nestling under its wooden shade. The red sandstone monuments shine in the morning sun and are congruously reflected into the heart of Delhites. Still, there is an

air of euphoria that floats above the shivering minds of the people. Winter Season in India - Based upon the extreme changes in weather, India observes three major seasons namely winter, summer and monsoon.

The winter days in India are bright and pleasant. The hilly regions of northern India observe some snowfall also in the months of January. The soft sun of the winters in India appears to be singing soothing lullabies which may make you fall asleep as soon as you sit under sun. But this otherwise pleasant season of the year not only attracts the maximum of tourist traffic to India but also invites an innumerable bird species to its pleasant surroundings. The bird sanctuaries in India are flocked by a multitude of migratory birds in winters that live in a harmonious conjunction with the resident birds here and uphold a unique example of mutual bonding.

Contributed by –Damanpreet kaur

Asstt. to CMDEra Corporate

Chicken Noodle Soup

Ingredients

2 Eggs

4 tablespoons Milk

1 teaspoon Salt

2 cups All-Purpose Flour

8 cups Chicken Broth

2 cups diced Celery

1 cup diced White Onion

3 cups Baby Carrots, chopped

2 teaspoons minced Garlic

8 cups Cold Water

1 pound chopped, cooked Chicken Breast Meat, shredded

1(16ounces)packageFrozenCornKernels,thawed

1 cube Chicken Bouillon

Seasoned Salt, to taste

Salt and Pepper, to taste

Preparation:

Egg Noodles:

1. Add eggs and milk to small bowl. Whisk to combine. Stir in salt and flour.

2. Dough should be stiff. On a floured surface roll dough out really thin, 1/8 of an inch.

3. Let dry 30 minutes and then cut into thin slices.

4. Place on wax paper and let air dry.

Chicken Soup:

1. Add chicken broth, diced celery, diced onion, chopped baby carrots, and minced garlic to stockpot.

2. Add cold water. Bring to a boil over medium high heat.

3. Reduce heat to low. Simmer 2 hours.

4. Stir in chicken meat and whole kernel corn.

5. Stir in chicken bouillon cube, seasoning salt, salt and pepper. Simmer 30 minutes. Add water if necessary.

6. Stir in noodles gradually. Simmer 15 minutes. Serve hot.

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Looking forward to winters:

W I N T E R S B E C K O N

Recipes

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Wacky Wonton SoupIngredients 1 tablespoon Vegetable Oil2 Garlic Cloves, minced1 (32 ounces) package Reduced-Sodium Chicken Broth12frozenWontonsorChineseDumplings1 cup Snow Peas, halved crosswise1/4 cup sliced Green Onions1 tablespoon Reduced-Sodium Soy Sauce1 teaspoon grated Fresh Ginger1 cup shredded Fresh SpinachPreparation: 1. Add vegetable oil to stockpot. Heat over medium-

high heat.

2. Sauté minced garlic 30 seconds.3. Stir in chicken broth.4. Bring to a boil.5. Gradually drop in Chinese dumplings.6. Return to a boil. Reduce heat to low. Simmer 10 minutes.7. Stir in snow peas, sliced green onions, soy sauce, and grated ginger. 8. Simmer 5 minutes.9. Stir in spinach. Simmer until spinach wilts.

Ingredients 4 Teaspoons Extra Virgin Olive Oil2 White Onions, sliced2 Red Bell Peppers, deseeded and chopped2 Garlic Cloves, crushed1 tablespoon Mild Chili Powder1/2 teaspoon Ground Cinnamon1 (14 ounces) can chopped Tomatoes1 (6 ounces) can Kidney Beans2 tablespoons Tomato Puree1-1/2 pints Vegetable Stock4 ounces cooked Macaroni, or other small pasta shapeCoarse Salt chopped Fresh Cilantro or Parsley, to garnish Preparation: 1. Add olive oil to stockpot. Heat over medium heat.2. Sauté sliced onions, chopped red bell pepper, and

Mexican Red Pepper Tomato Soupcrushed garlic until onion is soft, about 5 minutes.

3. Stir in mild chili powder and ground cinnamon. Sauté 1 minute.4. Stir in chopped tomatoes, kidney beans, tomato puree and vegetable stock.5. Bring to a gentle boil over medium high heat.6. Reduce heat to low. Simmer 20 minutes.7. Add soup to blender in small batches. Puree until smooth. Transfer to large bowl.8. Return soup to stockpot. Return stockpot to low heat. Stir in cooked pasta.9. Serve in individual soup bowls. Garnish with cilantro

Ingredients 4 tablespoons Butter3/4 cup chopped Onion 1/4 cup chopped Celery 1/2 cup chopped Carrots 1 (19 ounces) can Cannellini Beans 1/2 cup shredded Cabbage 1 (14.5 ounces) can Stewed Tomatoes 1 tablespoon Tomato Paste 1-1/2 cups cubed Potatoes 1 quart Chicken Stock2 Garlic Cloves, minced 2 tablespoons Dried Parsley 1 teaspoon Salt 1/2 cup Elbow Macaroni 1/2 cup Grated Parmesan Cheese

MinestronePreparation: 1. Add butter to stockpot. Heat over medium heat.2. Sauté chopped onion, chopped celery, and chopped car-

rots. Sauté 3 minutes or until onions begin to soften. 3. Stir in Cannellini beans, shredded cabbage, stewed toma-

toes, tomato paste, cubed potatoes, chicken stock, minced garlic, dried parsley, and salt.

4. Bring to a boil over medium-high heat.5. Reduce heat, cover stockpot, and simmer 60 minutes.6. Stir in macaroni noodles.7. Simmer 30 minutes.8. Serve in individual soup bowls. Garnish with grated Parmesan cheese.

Contributed by –

Gaurav Chopra, Manager - Operations

EraEzone(India)Ltd.

13W I N T E R S B E C K O N

1414 Y O U R S PA C E

Contributed by –Sunit Nayar

S/o Mr. K. SujeendranAsst. Officer, P&A

EPC & International

Contributed by –Rahul RanjanExecutive Graduate Engineer Trainee - Design, Era Buildsys Ltd.

1515Y O U R S PA C E

Most of you might have seen “Wake Up Sid” and loved Ranbir Kapoor’s earnest portrayal as the confused and aimless Sid. But being Sid in real life can seriously effect your image at your workplace. So, if you are anywhere close to Sid in corporate life, then you definitely need a strong wake up call. Here are some tips to becoming a focused and ambitious professional in your life.

•Dresswelltofeelgreat You perform the way you feel. And if you are polished,

groomed & read, you are more likely to live up to the expectation you present before your superiors/co workers. Maybethat’sthereason,more&moreorganizationsadopta certain dress code policy. Let’s be honest here-if you are dressed really casually, you will be working really casually. Just taking the time to dress up a bit properly before you buckle down for the day is never a bad idea,

• Avoidlatenights Going for late night parties and outgoings might seriously

affect your punctuality at your work place. It can also have an effect on your productivity. Going to work with a hangover is an even worse situation, as you don’t want to rush to the loo every half an hour. So, avoid partying late nights in weekdays and schedule them on weekends.

Improve your effiency meter • Avoiddistractions Sitting on your desk & just surfing or visiting unnecessary sites

which are not related to your work can distract your attention. This can ear your productive work time. So, the next time you all on your desk avoid surfing those unnecessary sites.

• Restrictpersonalcalls Longpersonalcallsareastrictno-no.Manyorganizations

are now keeping a check on their employee’s calls. Long personal calls can take away your important time and divert your mind from the task at hand.

• Workasperplan Try and follow a specific work schedule. Don’t keep postponing

work for the end moment, as the work might not be sufficient as done in hurry & under pressure. Do your work on time-to-time basis so that it does not become a last minute burden & affect your work.

• Shutoffchatwindows We all have a tendency to turn on our email or IM while

working. But trust me it’s completely turn off. Technology can be distraction & steal our focus from the matter at hand. Also some other tips like listening music, taking small breathers, avoiding multitasking can help us improving our efficiency.

Contributed by –Neha Kalra

Front Office ExecutiveEra Landmarks Ltd.

• Coca-Colawasoriginallygreen.

• ThemostcommonnameintheworldisMohammed.

• Thenamesofallthecontinentsendwiththesameletterthatthey start with.

• Thestrongestmuscleinthebodyisthetongue.

• TYPEWRITERisthelongestwordthatcanbemadeusingtheletters only on one row of the keyboard.

• Womenblinknearlytwiceasmuchasmen.

• Youcan’tkillyourselfbyholdingyourbreath.

• Itisimpossibletolickyourelbow.

• Peoplesay“Blessyou”whenyousneezebecausewhenyousneeze,yourheartstopsforamillisecond.Ifyousneezetoohard,youcanfracturearib.Ifyoutrytosuppressasneeze,you can rupture a blood vessel in your head or neck and die.

• Itisphysicallyimpossibleforpigstolookupintothesky.

• The “sixth sick sheik’s sixth sheep’s sick” is said to be thetoughest tongue twister in the English language.

• Honeyistheonlyfoodthatdoesn’tspoil.

• Asnailcansleepforthreeyears.

!! Very Strange !!! Know these facts !!!! Interesting !!!

• Allpolarbearsarelefthanded.

• Butterfliestastewiththeirfeet.

• Elephantsaretheonlyanimalsthatcan’tjump.

• On average, people fear spiders more than they dodeath.

• Theelectricchairwasinventedbyadentist.

• Thehumanheartcreatesenoughpressurewhenitpumpsout to the body to squirt blood 30 feet.

• Ratsmultiplysoquicklythatin18months,tworatscouldhave over million descendants.

• Wearingheadphonesforjustanhourwillincreasethebac-teria in your ear by 700 times.

• Likefingerprints,everyone’stongueprintisdifferent.

• Andfinally99%ofpeoplewhoreadthiswilltrytolicktheirelbow.

Contributed by – Maneesha Karki

Assistant Executive - HREra Buildsys Limited

16

Bad Customer Service is Not So Funny: Five Secrets to Giving Outstanding Customer Service

The following story tells how a customer experience went from funny to sad in less than 24 hours, and five secrets to creating an outstanding customer experience.

Recently, Joy and Sam were invited to go to a local comedy club. It was one of those clubs where you eat dinner while listening to the comedians.

They had a very enjoyable evening with their hosts. The comedians were funny and the meals were delicious. The server gave them check for the meals and, after perusing the bill, gave the waiter Joy’s credit card for payment. They noticed that the waiter went to all the tables he served at the same time and collected all the receipts and credit cards, cash, and payments at the same time. They were a little concerned that the payments would be applied to the wrongreceipts.However,theyassumedthebestandassumedtheserverhadanorganizedsystem for applying the payments to the right receipts.

They were wrong!

Joy checked her online account balance and saw that there was an incorrect charge of $75 in addition to the normal charge. Not only that, the overcharge resulted in this account being over the limit which resulted in an additional overlimit fee of $39. Suddenly, it was not so funny.

The following are five secrets to resolving a customer service situation and creating a great customer service experience:

1. Walk the Talk – Joy telephoned the comedy club at 10:12 a.m. of the morning she found out about the overcharge. She was greeted by a voiced mail message that said, “No one is available to take your call after business hours. Please call back between the hours of 9 a.m. and 6 p.m. or leave a message.” That’s what she thought she did.

If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

2. Listen with Empathy – When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

* I appreciate your sharing this information… * I can understand how you could feel that way… * I can see how that would be an inconvenience… * Please tell me more…

3. Take Ownership and Apologize – When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

* We will investigate this for you immediately. * I will create a solution. * Let’s make this charge go away. * Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait? * We will make this happen for you. * I will personally take care of this for you.

In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overchargeandanyinconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

4. Create the Solution – All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiety and questions in the customer’s mind.

16 Y O U R S PA C E

17

Correct Way: All the rep needed to say was, “Thank you for asking. We will immediately initiate the removal of your charge today. The charge, along with any overdraft charges, will be removed from your bank within the next 48 hours.”

Move towards creating a solution, create the solution, let the customer know what the solution is, get the customer’s approval and commitment on the solution, and act on the solution.

5. OfferanIncentivetoComeBack – Remember, treat your customer every time as though it is the first time to impress that customer. You may only have one opportunity to impress that customer. To say the least, we were not impressed with our comedy club experience. Joy even mentioned in the beginning of the conversation that it was our first time at the club. There was no reaction from the customer service rep.

Correct Way: “Ms. Fisher-Sykes, I am saddened to hear about this situation, especially since it is your first time at our establishment. We like to make each customer’s experience at our club a positive memorable one so that you want to come back again and again and tell others about our club. We want you to come back to our club. Here are two complimentary passes to our club so that you can come back at your earliest convenience.”

If you can’t give the customer a monetary incentive, give the customer a perceived incentive. It could be a special call with advanced information on your establishment’s promotions or, in our case, it could be seating at the front table of the club to make us feel special.

Applythesefivecustomerservicesecrets,andyourcustomerswilllaughallthewaybacktoyourbusiness,organization,andgovernment agency.

Contributed by – Yashika Mahajan

Sr. Officer- Customer Care Era Landmarks Ltd.

Employee of the MonthEmployee of the Month

17Y O U R S PA C E

Mr. Manoj MishraCustomer Service Associate

Era Cinemas, Era Mall

Mr. Abhay KumarAsstt. ManagerStore - Gwalior

Answer4 kids get an apple (one

apple for each one of them) and the fifth kid gets an

apple with the basket still containing the apple.

Best Article:Very Very Happy

Day Diwali

Teeka RamAsstt. Revenue Officer - B.D.

Era Landmarks Ltd.

18

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18 H A P P Y B I R T H D A Y

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19H A P P Y B I R T H D A Y

20 E R A F A M I L Y W E L C O M E S Y O U20

ERA FamilyWelcomes You

Indrasen Kumar SinhaSenior OfficerPrashant NaiduSystem ExecutiveAnkit Kumar ShrivastavDeputy Manager - IA

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21E R A F A M I L Y W E L C O M E S Y O U 21

Rahul Kumar SinghElectricianGuli Ram SawaiyanSite EngineerHira Lal SharmaConcrete Pump OperatorPawan Kumar YadavJunior EngineerMohan Prasad SahComputer OperatorShailendra Kumar SinghSenior OfficerRajeev KabthiyalJunior EngineerPraveen KumarJunior EngineerKaushal KishorAssistant EngineerUdai RamProject EngineerShobhitav ChatterjeeStore OfficerGoutam Kr. MondalConcrete Pump OperatorPraddyumna Kumar SukhlaAssistant Store OfficerArun PandeyAssistant Store KeeperPartha Sarathi RejSr. Manager - MechanicalRandhir Kumar SinghSr. SupervisorAnurag SaxenaAccounts OfficerRajesh KumarProject EngineerVinod KumarSite EngineerVinay SarohaJunior EngineerKamlesh KumarTrainee - StoresVakil Singh YadavAGM - ProjectsManish SharmaMechanicMahendra Kumar SinghMaterial ReceiverVinod Laxman NageshwarProject Engineer - BillingShanmugam.SSite Engineer - BillingAnil Kumar MishraJunior Engineer - Q.C.Laxman Kumar ParidaSupervisorDebashis ChatterjeeResident Engineer - Mech.Ashok Kumar SinghJunior Engineer

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Sanoop Upadhyay Customer Service AssociateGyan Chand Meena Customer Service Associate

Abhay Kumar Assistant - AccountantNetaji Dadaji Kathane Officer - P&A

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Corporate office: 153, Okhla Industrial Estate, Phase III, New Delhi - 110020, IndiaPh: +91 (11) 40637000 | Fax No: +91 (11) 40637070 | www.eragroup.co.in