CUSTOMER EMPATHY FROM THE GRASSROOTS

My life changing experience of working with a NGO during my final year college and lessons in empathy.

I was always interested in learning computers from my school and college days. We had a computer lab in our college which was like my second home.

The graduate degree I opted for was a 5 years course with a full time research thesis in the final year. My passion for computers and ability to work with data and basic software tools helped me get a part-time job when a college senior referred me to a leading NGO during my final year of graduation which I did alongside my thesis. I used to run a photography club at college level. My basic photography skills was a "good-to-have" skill for this job as we were supposed to go to some of the most remote areas of the city , collect and photo-document data on aspects like infrastructure, civic amenities, sanitation etc. and then digitise the data for further analysis and reporting.

My first day was exciting because I observed a completely different corporate environment than what I had heard from people around me so far. Everyone spoke to each other with their first names, others called them by a "brother"or a "sister". I could not find any hierarchy and everyone spoke with humility and humbleness.

From second week onwards, as I started going to all the field trips and meeting people from all sectors of society , I as a student, for the first time, understood how fortunate we all or are when we have all the basic needs covered in the best possible way whereas people living in slums and remote places with minimal or even almost no infrastructure(including electricity), every day was a struggle to just stay alive and earn a livelihood.

“I as a student, for the first time, understood how fortunate we all or are when we have all the basic needs covered in the best possible way whereas people living in slums and remote places with minimal or even almost no infrastructure(including electricity), every day was a struggle to just stay alive and earn a livelihood.”

As I started interacting, interviewing and knowing some of these people I could understand that the data we will be collecting and analysing and reporting eventually to the government has a direct impact on improving the quality of life of people in these areas.

I remember going on these field trips including bus trips to other places in Gujarat in all possible situations( heavy rains, road strikes, political rallies and so on..) and receiving some of the most warm welcome at these homes. During one of these trips, I had an opportunity to eat lunch with a village "sarpanch" (a.k.a. gram pradhan) or the leader at his home. I could observe that though they had a very simple home and lacked the comfort of a city house, they had the biggest smiles on their faces, they served food with pride and humility. I had one of the best meals of life in that simple home with some of the most humble people I have come across.

Yes, empathy is a noun but I think it's also a verb since that day for me. It's a state of mind and we can choose to have that mindset in every action we do. I started understanding the meaning of this word during all these experiences because as much as I felt empathetic towards them I could feel the same with their willingness to help and simply, give. Were these people our "customers", yes. But I believe the entire year gave me the opportunity to learn from them how to stay humble, be empathetic right from the grassroots.