0:00:19.198,0:00:22.558 On the 26th of November 2008, 0:00:22.558,0:00:23.991 as you just heard, 0:00:24.781,0:00:29.974 a group of 10 terrorists[br]attacked the city of Mumbai - 0:00:29.974,0:00:32.347 what used to be called Bombay - 0:00:32.347,0:00:33.520 in India. 0:00:34.320,0:00:39.025 They broke up into teams to attack[br]about a dozen different locations. 0:00:39.595,0:00:44.112 One of those locations[br]was the iconic, beautiful, 0:00:44.112,0:00:49.325 103-year-old Taj Mahal Palace Hotel 0:00:49.325,0:00:50.884 in South Bombay. 0:00:52.203,0:00:56.715 For three nights, two days, 0:00:56.715,0:01:01.737 there was absolute havoc in that hotel. 0:01:02.887,0:01:07.345 Guests were terrorized;[br]people wounded, shot, and killed. 0:01:08.655,0:01:12.609 This group of terrorists[br]with automatic weapons, 0:01:13.529,0:01:16.949 plastic explosives,[br]and grenades in backpacks 0:01:17.118,0:01:20.003 roamed freely through this old hotel. 0:01:20.483,0:01:23.142 Many of us, many of you, 0:01:23.142,0:01:28.763 witnessed or saw some of that coverage[br]on television at home. 0:01:29.133,0:01:31.593 Let's take a closer look. 0:01:32.463,0:01:34.129 (Video) (Music) 0:01:34.129,0:01:37.720 Narrator: The evening[br]of November 26, 2008, 0:01:37.720,0:01:41.075 was a typical busy Wednesday for the Taj. 0:01:41.075,0:01:44.497 More than 500 guests[br]were registered at the hotel. 0:01:44.497,0:01:48.659 Another 500 to 600 were attending[br]functions in banquet halls 0:01:48.659,0:01:52.259 or sitting down to dinner[br]in the hotel's 10 restaurants. 0:01:52.259,0:01:53.591 (Explosion) 0:01:57.086,0:01:58.604 (Explosion) 0:01:59.490,0:02:05.535 Shortly after 9:00 PM, an explosion rocked[br]the Leopold Cafe just around the corner, 0:02:05.535,0:02:07.701 less than 200 meters from the Taj. 0:02:07.701,0:02:08.701 (Siren) 0:02:08.701,0:02:09.702 (Gunshots) 0:02:09.702,0:02:11.703 Two young men pulled out automatic weapons 0:02:11.703,0:02:12.703 and began firing. 0:02:12.703,0:02:13.708 (Gunshots) 0:02:13.708,0:02:15.429 Crowds at the Gateway of India 0:02:15.429,0:02:18.012 and along the street[br]in front of the Taj panicked, 0:02:18.012,0:02:20.290 many rushing the doors of the hotel. 0:02:20.770,0:02:22.662 In the ensuing chaos, 0:02:22.662,0:02:26.843 two heavily armed terrorists[br]circumvented the metal detectors 0:02:26.843,0:02:28.074 and entered the lobby. 0:02:28.074,0:02:29.324 (Ominous music) 0:02:29.324,0:02:32.513 They were soon joined[br]by the two attackers from the Leopold, 0:02:32.513,0:02:34.398 who broke through a back door. 0:02:35.418,0:02:38.533 Hemant Oberoi: 9:35 or 9:40[br]was the first call I got 0:02:38.533,0:02:40.004 from one of my chefs. 0:02:41.464,0:02:44.002 And he thinks some shooting[br]is taking place: 0:02:44.088,0:02:47.471 "A person has been shot dead[br]outside my restaurant." 0:02:47.471,0:02:50.548 Then we heard another gunshot,[br]and I told him on the phone only - 0:02:50.548,0:02:54.415 I said, "Just close all the kitchens,[br]all the restaurant doors." 0:02:54.905,0:02:56.861 Man 1: They were banging the doors. 0:02:56.861,0:03:00.011 They were alerting everyone:[br]"Come out; otherwise we'll shoot you." 0:03:00.011,0:03:03.347 There were a few guests who,[br]you know, they were scared, 0:03:03.347,0:03:05.824 and they came out[br]by putting their hands up. 0:03:05.824,0:03:08.588 And they started hitting them;[br]they started harassing them. 0:03:08.588,0:03:10.264 It was horrible. 0:03:10.264,0:03:11.264 (Fire crackles) 0:03:11.264,0:03:12.264 (Shouting) 0:03:12.264,0:03:15.254 Man 2: The situation,[br]the entire scenario, was very scary. 0:03:16.614,0:03:18.434 We couldn't judge at that time, 0:03:18.434,0:03:21.293 OK, what is exactly[br]happening in the hotel. 0:03:22.443,0:03:24.686 Man 3: It was a literally war situation. 0:03:24.686,0:03:27.542 You could hear grenades lobbing around[br]and the gunshots also. 0:03:27.542,0:03:30.395 Karambir Singh Kang:[br]We did not know the scale of the attack. 0:03:30.395,0:03:32.818 We did not know[br]what exactly was going on, 0:03:32.818,0:03:35.285 where they were at that moment. 0:03:35.285,0:03:36.652 And there was total chaos. 0:03:36.652,0:03:39.996 My colleagues were trapped with guests[br]in various places, asking me, 0:03:39.996,0:03:42.041 "What should we do next?" 0:03:42.041,0:03:43.617 (Shouting) 0:03:43.617,0:03:45.397 (Music ends) 0:03:45.681,0:03:50.067 (On stage) Rohit Deshpandé: So picture[br]what's happening inside that hotel. 0:03:51.147,0:03:56.494 There are 500 guests[br]who are registered at that hotel 0:03:56.494,0:03:59.657 this night of 26th November. 0:03:59.657,0:04:04.353 There are an additional 600 or so guests 0:04:04.353,0:04:09.457 who are in various restaurants,[br]attending various banquets and functions. 0:04:10.347,0:04:17.343 There are about 600 or so[br]staff members on duty that night - 0:04:18.643,0:04:20.762 young people, many of them very young: 0:04:21.140,0:04:23.167 20, 30-year-olds. 0:04:23.167,0:04:25.271 Some of them had - 0:04:25.271,0:04:29.327 these staff members had only been working[br]for a few years at this hotel. 0:04:30.327,0:04:33.585 Many of them fathers and mothers, 0:04:34.935,0:04:41.020 the sole breadwinners in their families,[br]with children at home waiting for them. 0:04:41.976,0:04:42.971 One of the things - 0:04:42.971,0:04:45.997 we don't know a lot about the detail[br]about what happened there, 0:04:45.997,0:04:47.895 but one of the things we do know 0:04:47.895,0:04:53.201 is that all 600 of these employees[br]knew all the back routes. 0:04:53.201,0:04:56.305 They knew the exits,[br]they knew the entrances, 0:04:56.305,0:04:59.496 they knew the hallways,[br]the kitchen galleys. 0:04:59.496,0:05:03.443 In other words, they knew how to get out[br]and how to get out fast. 0:05:04.232,0:05:06.775 All the research we have[br]in psychology would tell us 0:05:06.775,0:05:12.538 that the natural human instinct[br]at a time of terror like this 0:05:12.538,0:05:13.687 is to flee. 0:05:15.717,0:05:18.828 So think about it ... what you would do. 0:05:20.478,0:05:26.914 So when I teach this case study[br]at Harvard, I ask my students - 0:05:26.914,0:05:30.214 I say, "How many of these employees[br]do you think fled, 0:05:30.214,0:05:33.704 and how many of them do you think stayed?" 0:05:33.704,0:05:35.139 And they would hazard guesses, 0:05:35.139,0:05:41.760 and the maximum they say that would stay[br]would be maybe a quarter - 0:05:41.760,0:05:43.513 150 or so. 0:05:44.221,0:05:46.833 You know, but that's the maximum. 0:05:46.833,0:05:48.822 Everybody who can run away will run away. 0:05:49.442,0:05:53.379 Well, the truth of the matter[br]is that nobody ran away. 0:05:53.379,0:05:54.782 They all stayed. 0:05:55.382,0:05:57.539 In fact, some of them not only stayed, 0:05:57.539,0:06:01.351 they helped guests out[br]and came back in to help more guests. 0:06:02.611,0:06:04.561 It's an amazing story. 0:06:05.221,0:06:07.818 These are some of their stories. 0:06:09.207,0:06:11.406 (Video) (Music) 0:06:11.406,0:06:12.620 [Footage courtesy NDTV] 0:06:12.620,0:06:16.997 Narrator: The staff of the Taj[br]stayed on duty throughout the siege, 0:06:16.997,0:06:20.678 calming frightened guests[br]and assisting in their rescue. 0:06:20.678,0:06:25.007 Many even came back inside[br]after leading guests out of the building. 0:06:26.327,0:06:29.570 Members of the hotel's team[br]of telephone operators, 0:06:29.570,0:06:31.487 originally evacuated, 0:06:31.487,0:06:36.380 voluntarily returned to their stations[br]and stayed on all night. 0:06:36.380,0:06:40.305 Man 4: They became the hub[br]of communication at that point. 0:06:40.305,0:06:43.037 They were the ones[br]calling every single guest room, 0:06:43.037,0:06:44.215 talking to the guests, 0:06:44.215,0:06:47.990 and telling them to stay in,[br]don't step out, lock your door. 0:06:48.500,0:06:50.800 Narrator: As the terrorists[br]roamed the halls, 0:06:50.800,0:06:55.185 telephone operators instructed[br]trapped guests to pull their key cards 0:06:55.185,0:07:00.124 to turn off the illuminated "Occupied"[br]button in the hallway outside their doors. 0:07:00.124,0:07:02.436 Man 5: The attack started[br]at 9:30 in the evening. 0:07:02.436,0:07:05.114 Till four o'clock,[br]they were answering guest calls. 0:07:05.114,0:07:08.287 I think that speaks a lot[br]for a hotel under attack. 0:07:08.717,0:07:10.953 Narrator: Among the guests[br]at the Taj that night 0:07:10.953,0:07:14.828 were members of the global board[br]of directors and senior management team 0:07:14.828,0:07:16.219 of Unilever, 0:07:16.219,0:07:21.348 who had gathered along with their spouses[br]to honor incoming and outgoing CEOs. 0:07:21.348,0:07:26.063 Leena Nair: So we had this really[br]elaborate seven-course meal, 0:07:26.063,0:07:28.124 and that was sort of[br]the setting, the mood. 0:07:28.124,0:07:30.084 There was warmth, there was laughter, 0:07:30.084,0:07:33.861 there was a perfect setting[br]for a nostalgic farewell, 0:07:33.861,0:07:36.846 and a perfect setting for a nice welcome. 0:07:36.846,0:07:40.445 And I heard what seemed to me,[br]which is an untrained ear, 0:07:40.445,0:07:42.515 like firecrackers in the hotel. 0:07:43.515,0:07:47.537 Mallika Jagad: We started getting[br]these text messages and phone calls. 0:07:47.537,0:07:49.525 There were some gunmen on the loose. 0:07:49.525,0:07:55.859 The only logical thing to do[br]was to close the doors and just stay put. 0:07:56.209,0:07:58.506 LN: Mallika came to us and said, 0:07:58.506,0:08:01.455 "We think there's a problem;[br]we're not sure what exactly it is. 0:08:01.455,0:08:06.674 But I'd request all of you[br]to be on the ground right now." 0:08:06.674,0:08:11.097 The level of calm and composure[br]that the staff displayed was amazing, 0:08:11.097,0:08:12.436 was absolutely amazing, 0:08:12.436,0:08:15.197 because they had the presence[br]of mind to advise us, saying, 0:08:15.197,0:08:16.437 "Couples, please separate. 0:08:16.437,0:08:19.818 Don't stay at the same place;[br]just be in different corners of the room." 0:08:19.818,0:08:23.217 MJ: 65 lives were at stake,[br]so can't take a chance. 0:08:23.827,0:08:27.077 So obviously, we were in touch[br]with security all the time and - 0:08:28.597,0:08:30.437 had a lot of alcohol in the room. 0:08:31.657,0:08:33.553 So that helped a little. 0:08:36.843,0:08:38.461 LN: This went on the whole night. 0:08:38.461,0:08:42.344 We were on the floor[br]with our hearts in our mouths, 0:08:42.344,0:08:44.311 with debris falling all around us, 0:08:44.311,0:08:48.191 the noises of, you know,[br]firecrackers all around. 0:08:48.191,0:08:51.329 And all through,[br]the staff kept their composure, 0:08:51.329,0:08:52.393 kept coming to ask, 0:08:52.393,0:08:54.629 "Do you want some water?[br]Do you want something?" 0:08:54.784,0:08:56.253 MJ: Well, I was scared. 0:08:56.823,0:09:00.069 But there was something[br]more important to be done. 0:09:00.969,0:09:03.303 LN: This went on[br]till 4:00 or 5:00 in the morning, 0:09:03.303,0:09:04.880 when the room filled with smoke. 0:09:04.880,0:09:07.682 So we had no choice[br]but to find a way to escape. 0:09:07.682,0:09:10.542 MJ: The entire corridor[br]outside the hall was on fire, 0:09:10.542,0:09:12.300 so there was no way we could get out. 0:09:12.300,0:09:13.588 The fire guys were outside, 0:09:13.588,0:09:15.922 and they were dousing the fire[br]on the sixth floor, 0:09:16.064,0:09:18.626 and we happened to see[br]Mr. Kang downstairs as well. 0:09:18.675,0:09:21.995 So he sort of ushered the fire guys to us. 0:09:22.067,0:09:23.826 LN: We sort of climbed onto the ledge 0:09:23.826,0:09:27.883 and did some stuff which in today's[br]normality I wouldn't be able to do. 0:09:27.883,0:09:30.586 But we came onto the ledge,[br]climbed down to the ladders, 0:09:30.586,0:09:32.774 which by then the fire brigade[br]people had come. 0:09:32.774,0:09:35.134 The staff insisted[br]that we would go first - 0:09:35.134,0:09:36.675 guests would go first. 0:09:36.675,0:09:39.784 And they kept like that[br]till all of us had come down, 0:09:39.784,0:09:41.216 and then they all came down. 0:09:41.424,0:09:44.898 MJ: Well, in a way, because I was there,[br]I was looking after the function, 0:09:44.898,0:09:46.692 I was responsible. 0:09:47.562,0:09:49.610 I could have been[br]the youngest in the room - 0:09:49.610,0:09:52.944 and I know at one point in time[br]I was the youngest in the room, but ... 0:09:53.604,0:09:55.244 I was still doing my job. 0:09:56.194,0:10:00.366 Abhijit Mukherji: The easiest thing[br]for our staff to do at that point in time 0:10:00.458,0:10:04.357 was to drop whatever they were doing[br]and run out of the hotel. 0:10:04.947,0:10:06.447 Not one did that. 0:10:06.447,0:10:07.475 Not one. 0:10:07.475,0:10:09.953 Karambir Singh Kang:[br]I come from an army background - 0:10:09.953,0:10:11.786 not myself but my father - 0:10:11.786,0:10:14.079 he retired as a general in the army. 0:10:14.079,0:10:15.482 And he often used to say 0:10:15.482,0:10:18.266 when I was even appointed here[br]as the general manager - 0:10:18.266,0:10:19.511 used to often tell me that 0:10:19.511,0:10:22.016 "You are now like[br]the captain of the ship." 0:10:22.016,0:10:23.824 And I think that's the way you think - 0:10:23.824,0:10:30.034 that you're the captain of the ship[br]and you have to be the last one to leave. 0:10:30.034,0:10:31.653 And if it sinks, you sink with it. 0:10:31.653,0:10:32.653 (Singing) 0:10:32.653,0:10:34.133 [Several hours into the siege, 0:10:34.133,0:10:36.372 General Manager Kang's wife[br]and two young sons 0:10:36.372,0:10:39.374 would perish in a fire[br]that swept through their living quarters 0:10:39.374,0:10:40.756 on the hotel's sixth floor.] 0:10:40.756,0:10:44.082 [Another tragedy would occur[br]in the early morning hours of November 27 0:10:44.082,0:10:49.070 when a team of chefs and kitchen staff[br]began to evacuate guests.] 0:10:49.070,0:10:50.260 (Singing ends) 0:10:50.260,0:10:51.548 Ajoy K Mira: At some point, 0:10:51.548,0:10:55.674 our kitchen brigade decided[br]that it looked like a lull in the thing 0:10:55.674,0:10:58.484 and they could be taken out[br]from the back of the kitchen 0:10:58.484,0:11:01.362 through the fire exit to the back road. 0:11:01.362,0:11:04.194 And our chefs had formed a human chain 0:11:04.194,0:11:07.702 to escort people in the darkness[br]down those stairs. 0:11:07.702,0:11:10.489 And as hundreds of them[br]were being evacuated, 0:11:10.489,0:11:14.376 somehow two of those terrorists[br]got to know that this was happening. 0:11:14.532,0:11:16.171 And the terrorists arrived there 0:11:16.171,0:11:20.636 and saw these chefs lined up,[br]herding people away, 0:11:20.636,0:11:22.135 and there was mayhem. 0:11:22.135,0:11:24.721 They cut loose, and that's where we lost - 0:11:26.261,0:11:28.465 we lost our biggest numbers there. 0:11:28.935,0:11:31.466 We had five or six[br]of our chefs gunned down. 0:11:31.627,0:11:32.863 But they took the bullets. 0:11:33.195,0:11:35.852 R K Krishna Kumar:[br]So they risked their lives 0:11:35.852,0:11:38.737 in just making sure[br]that the guests were safe. 0:11:39.697,0:11:42.328 LN: I don't think we would have[br]made it out of the hotel 0:11:42.328,0:11:44.622 without the support, the assurance, 0:11:44.622,0:11:48.604 the constant, you know,[br]service orientation 0:11:48.604,0:11:50.780 that the staff provided, without doubt, 0:11:50.780,0:11:53.717 which is why we will continue[br]to be so grateful to them. 0:11:53.717,0:11:55.202 Ratan Tata: I can't explain it. 0:11:55.202,0:11:58.253 There were no manuals,[br]there were no instructions 0:11:58.253,0:12:01.308 for what should be done[br]in the circumstances. 0:12:02.078,0:12:03.811 So what seems to have happened 0:12:03.811,0:12:09.352 is individuals, from the waiters[br]to the managers of the restaurants, 0:12:10.422,0:12:16.532 all had this goal of[br]"Let's get the guests to safety." 0:12:18.162,0:12:20.112 (On stage) Rohit Deshpandé: To reiterate: 0:12:20.232,0:12:22.516 500 registered guests. 0:12:23.016,0:12:27.009 600 guests in restaurants and banquets, 0:12:27.009,0:12:31.325 like that Unilever board event[br]that you just heard about. 0:12:32.324,0:12:34.276 600 employees. 0:12:36.926,0:12:40.265 It's about 1,700 people that night. 0:12:41.155,0:12:47.399 Of those 1,700, over 1,600 escaped safely. 0:12:47.999,0:12:49.950 Only 34 people died. 0:12:50.500,0:12:56.701 Of those 34, fully half[br]were staff members of the hotel. 0:12:58.411,0:13:04.256 So when we were working[br]on this case study, 0:13:04.256,0:13:10.760 I asked senior management[br]how this happened, why this happened, 0:13:11.530,0:13:13.746 what explains the behavior of their staff. 0:13:13.746,0:13:15.801 And these are young people. 0:13:15.801,0:13:19.079 Mallika Jagad, the banquet manager[br]for the Unilever event, 0:13:19.079,0:13:20.224 whom you saw speaking - 0:13:20.224,0:13:22.087 24 years old. 0:13:24.027,0:13:25.026 What explains it? 0:13:25.026,0:13:26.521 And you heard: 0:13:26.521,0:13:28.818 They can't explain it, senior management. 0:13:28.818,0:13:32.346 Mr. Ratan Tata, head of the Tata[br]group of companies - 0:13:32.346,0:13:34.114 they own the Taj Hotels - 0:13:34.114,0:13:35.923 he couldn't explain it. 0:13:36.554,0:13:38.094 So I teach this at Harvard. 0:13:38.094,0:13:39.643 I bring this case study back, 0:13:39.643,0:13:42.170 and I teach this[br]at the Harvard Business School 0:13:42.170,0:13:45.599 as a case study of leadership from below. 0:13:45.599,0:13:47.173 We teach usually about leadership 0:13:47.173,0:13:49.580 as being something[br]from the top that filters down. 0:13:49.580,0:13:53.558 This is leadership from below -[br]it's just amazing. 0:13:53.558,0:13:56.305 And I ask my students,[br]"How do you explain it?" 0:13:56.305,0:14:00.321 And they have plausible explanations[br]for the behavior of the employees. 0:14:00.321,0:14:01.316 Some of them say, 0:14:01.316,0:14:05.502 "Well, it must be the culture,[br]the national culture, of India. 0:14:05.502,0:14:08.551 It must be something in the value system[br]there that explains it." 0:14:08.551,0:14:09.858 And in fact, there is. 0:14:09.858,0:14:13.069 It turns out that[br]there is a value or a belief 0:14:13.069,0:14:16.389 that says a guest[br]is to be treated like God. 0:14:16.389,0:14:20.468 When a guest enters your home,[br]treat her or him like God. 0:14:20.468,0:14:23.643 "Atithi devo bhava" in Sanskrit. 0:14:23.643,0:14:24.642 Other students say, 0:14:24.642,0:14:27.640 "No, no, no, it's not national culture;[br]it's corporate culture." 0:14:27.640,0:14:32.136 If the Taj Hotels is owned[br]by this family, the Tata group, 0:14:32.136,0:14:33.992 they have a long history in India 0:14:33.992,0:14:37.959 of very benevolent[br]human resource policies - 0:14:38.119,0:14:42.873 a family of integrity[br]in their business dealings. 0:14:42.873,0:14:45.006 It's the corporate culture. 0:14:45.006,0:14:48.232 And others say, "No, it's not that.[br]This happened at a hotel. 0:14:48.232,0:14:51.492 It's the industry culture;[br]it's hospitality." 0:14:51.492,0:14:56.086 Employees are trained to serve customers,[br]so that's what's going on. 0:14:56.086,0:14:58.026 All of these are very plausible. 0:14:58.516,0:15:00.167 So along with another colleague, 0:15:00.167,0:15:04.219 I decided to go back[br]into the Taj Hotel company records 0:15:04.219,0:15:07.873 to try to understand[br]their human resource policy. 0:15:07.873,0:15:11.089 Who were these people?[br]Who were these staff? 0:15:11.089,0:15:13.469 Where did they find them?[br]How do they recruit them? 0:15:13.469,0:15:15.274 How do they motivate and train them? 0:15:15.274,0:15:19.131 And I learned lots of really,[br]really intriguing things. 0:15:19.131,0:15:22.978 Let me share, in the interest of time,[br]just three of them with you. 0:15:22.978,0:15:24.969 First, about recruiting. 0:15:24.969,0:15:28.830 You know, they recruit their first line,[br]their frontline employees, 0:15:28.830,0:15:31.976 from high schools[br]not from the major cities - 0:15:31.976,0:15:35.618 not from Bombay or Delhi[br]or Calcutta or Madras. 0:15:35.618,0:15:37.760 They recruit them from small towns: 0:15:37.760,0:15:42.574 Haldia, Chandigarh,[br]Nashik, Tiruchirappalli - 0:15:42.574,0:15:43.937 small towns. 0:15:43.937,0:15:48.303 And they recruit students,[br]graduating students, 0:15:48.473,0:15:51.265 for attitude, not grades. 0:15:51.535,0:15:55.694 They ask their headmasters[br]or their teachers, 0:15:55.694,0:15:57.777 "Who are the students that you teach 0:15:57.777,0:16:02.855 who have the most respect[br]for older people, for their parents, 0:16:03.465,0:16:04.931 for the teachers?" 0:16:04.931,0:16:09.328 They're not looking for the students[br]who do the best in grades 0:16:09.328,0:16:11.722 but, rather, for attitude. 0:16:11.722,0:16:13.502 Then, training - 0:16:13.502,0:16:15.059 this is fascinating. 0:16:15.059,0:16:17.968 You know, you've heard[br]of brand ambassadors. 0:16:17.968,0:16:22.579 Lots of companies, many organizations[br]perhaps that you represent, 0:16:22.579,0:16:24.485 train their frontline staff 0:16:24.485,0:16:27.860 to be ambassadors[br]for the brand, for the company. 0:16:27.860,0:16:30.081 You know what they do at the Taj Hotels? 0:16:30.081,0:16:32.056 They train their frontline employees 0:16:32.056,0:16:36.982 to be ambassadors[br]for the customer, for the guest. 0:16:37.222,0:16:39.275 It's very different;[br]it's counterintuitive. 0:16:39.755,0:16:41.478 They call them "guest ambassadors." 0:16:41.478,0:16:43.107 They believe frontline employees 0:16:43.107,0:16:46.156 should be the voice of the client,[br]of the customer, of the guest, 0:16:46.156,0:16:47.519 to the company. 0:16:47.519,0:16:50.242 And third and perhaps most importantly, 0:16:50.472,0:16:51.887 their motivation system - 0:16:51.887,0:16:54.362 their reward system, incentives - 0:16:54.362,0:16:56.941 is not just monetary. 0:16:56.941,0:16:59.133 They pay about average,[br]a little above average, 0:16:59.133,0:17:01.576 in that hotel sector in India. 0:17:02.446,0:17:07.306 But they reward people with recognition,[br]personal recognition. 0:17:07.636,0:17:11.285 So when an employee does something[br]that delights customers 0:17:11.285,0:17:13.985 and the guest writes a note, 0:17:14.145,0:17:18.221 within 48 hours[br]that employee is recognized. 0:17:19.151,0:17:20.335 48 hours! 0:17:20.335,0:17:23.837 They don't have to wait[br]for a Diwali or a Christmas bonus; 0:17:24.017,0:17:25.587 it happens within 48 hours. 0:17:25.587,0:17:26.590 Amazing. 0:17:26.590,0:17:29.627 In fact, they won[br]the international Hermes Award 0:17:29.627,0:17:34.550 for an innovation in human resource[br]management for this STARS program. 0:17:34.550,0:17:37.668 So let me close by asking you 0:17:37.668,0:17:41.599 to think a little bit about the lessons[br]that you take away from this - 0:17:41.599,0:17:45.669 from this company far away[br]on the other side of the world - 0:17:45.669,0:17:50.119 the things that we can learn[br]here in America, that we can bring home, 0:17:50.119,0:17:54.416 that we can scale to American businesses,[br]American organizations. 0:17:54.906,0:17:58.814 Things like the way customers are treated: 0:17:58.814,0:18:04.207 building a customer-centric, guest-centric[br]corporate culture, organizational culture. 0:18:04.987,0:18:10.164 Rethinking the relationship, the contract,[br]between employer and employee. 0:18:11.444,0:18:16.883 And finally, let me close by saying[br]this is an amazing, inspirational story - 0:18:16.883,0:18:20.037 that something that was supposed[br]to be a symbol of terrorism 0:18:20.037,0:18:24.624 is today a beacon of hope. 0:18:25.094,0:18:26.094 Thank you.