The rise and rise of the Censor Senas!!!

Acclaimed film maker Sanjay Leela Bhansali has again been engulfed in a controversy. This time around his soon to be released magnum opus Padmavati, which has enraged a section of people in North India –   Rajputs in particular, who have threatened to behead Bhansali, maim the lead actress Deepika Padukone apart from stopping the screening of his film. A few years ago, Bhansali had faced the ire of some religious groups over his film Ram Leela over the title. Bhansali then rechristened the film to Goliyon Ka Raasleela – Ram Leela and managed to get away. And his last movie, Bajirao Mastaani met with similar pre-release blues when activists from Maharashtra claimed that Bhansali was distorting history in the name of creative freedom. The film was finally released after Bhansali claimed that it was a fictional work. So, with all his rich experience in handling similar crisis in the past, hopefully Bhansali will get over this as well, even as I hear that the producers have deferred the release of the film.

Bhansali is not alone in this. In the past, quite a few filmmakers have gone through the harrowing experience of their film being threatened to be stopped. And the reasons varied from “hurting religious sentiments” to ‘distorting history” to “disrespecting past leaders” to “using Pakistani actors” to “hurting a particular community” to “against Indian ethos” and so on. Almost every month we have a film which gets caught in such a controversy at the time of release. Conspiracy theories abound that filmmakers often play with fire to stoke these controversies as a means to promote the film. In these days, where a film’s financial fate is decided on the opening it gets, one cannot dismiss these theories. Controversies help to “hashtag” the film for a few days and help to raise interest levels!  And then the producer gets into a “compromise” with the fringe groups in return for a safe passage for the film! And one cannot blame the producer for the same as few million bucks ride on each of these films!

These days, some fringe group or other raises a stink even before they have seen the film suspecting to hurt their sentiments just by going by the trailer and promotions. In the case of Padmavati, Bhansali got into trouble just as he commenced shooting when a group called the Karni Sena vandalized the sets at Kolhapur earlier this year. What perplexes one is how could they conclude that the film is going to hurt their sentiments even before the shooting commenced? Did they get to see the script? The Karni Sena chief admitted recently that though he not seen the film he had a “hunch” of what the film is about. Well, if only if we can find a way of utilizing their skills of prescience better like in weather forecasting,… we may be better off!

In effect, what we see is fringe groups taking the mantle of the censor board and becoming “Censor Senas”! Karni Sena, which was originally formed for securing the interests of Rajputs against discrimination, seems concerned only about the image of their clan as depicted in films as can be seen the last few times they shot into limelight – like before release of Ashotosh Gowarikar’s Jodha Akbar! During the release of Kamal Haasan’s Vishwaroopam, I had opined that filmmakers may have to get their films certified by fringe groups on whom the film is about!  But it appears that not just fringe groups, but filmmakers may have to seek approval even from news anchors as we saw yesterday when the producers of Padmavati had an exclusive screening of the film for a few news anchors! So, Arnab Goswami apart from being the Prime time Prosecutor cum Defense lawyer and Judge now has turned a “Super” Censor Board member as well!  As things stand, in India, film makers may have to show their script, may be add a few scenes to glorify and take blessings from the “Censor Senas” and then commence shooting!

In all this, what comes under very close scrutiny is what the Govt. of the day does or doesn’t do in such circumstances. In this, no party has covered itself with glory. While our constitution has enshrined the Freedom of Speech and Expression as a fundamental right, as far as political parties are concerned it often is secondary. What is more important to them is the political impact of exercising that freedom. And they take umbrage under “Whataboutery” of such incidents of the past! I am certain that if the ruling govt. makes its intent clear right from the beginning that once the Censor Board clears the film for release they will ensure that they will provide the necessary support, the threats of stopping the film will lose its sting. But, usually it’s not the case. The party panders to the community overtly or covertly as per their electoral clout and plays to the gallery. Just like what the BJP government in Rajastan has done in the case of Padmavati or what the AIADMK Govt. did for Vishwaroopam. Then it is left to the filmmaker to broker peace with the protesters either financially or by tweaking content. Either way it doesn’t augur well for our country which often talks of promoting its soft power!

“Your right to swing your arms ends just where the other man’s nose begins” is a quote often made in the context of freedom of expression. So, the argument is that no creator has any business of hurting sentiments of others and hence they should stay off topics like religion, community, biography of leaders, depiction of history, Indian culture,…,… If that is the case I am afraid that the only way out for filmmakers is to become a Rohit Shetty and churn out capers of the Golmaal variety!

On a serious note, while in a country where people are emotional and argumentative, aspects of religion occupy an important space in one’s lives, I do agree that it is important to respect the sentiments of others. However, any act of disrespect or alleged disrespect cannot be judged by people themselves. It was our former PM Vajpayee who once said “An answer to a book is another book!” in the context of banning a book! Similarly the answer to a film one doesn’t like, is to stay away from the film and not threaten to stop the film or vandalise the theatres!

Ergo, I feel that the role of the Censor Board becomes crucial while certification. As per its charter, the CBFC (Central Board for Film Certification) can refuse to certify a film on many accounts including some of the concerns espoused like disturbing communal harmony,… Once the film is certified for release by the Censor Board in its due wisdom, it should become the responsibility of the State to support the filmmaker with its release, if the situation warrants. With such an onerous responsibility, it also becomes crucial for the Board to have the right people as its members.  Here again, instead of treating Censor Board as a place for rewarding loyalists, considering the sensitivity involved, the Government of the day should pack this with eminent people from different walks of life who can carry out the job without prejudice.  At a time when as a country we are in the throes of “Arriving” in the world scene, we need minimum distractions.  Threat to Freedom of Expression must not be one. Time for the Censor Senas to Rest in Peace!

Postscript: This is my 150th post! A big thank you for reading, liking, commenting and at times sharing my posts! Your encouragement has always been a big driver!

Pic Courtesy: Amul 

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A BMW formula for Indigo!!!

Earlier this week, a video clip of 2 staff members of Indigo Airlines manhandling a hapless passenger on the tarmac made news headlines and occupied Prime time news in India. As expected, the clip also went mega viral on social media quickly. Since then, there has been no end to various jokes and memes, all at the expense of Indigo Airlines.  Even the usually reticent Air India joined the party with their ads trolling Indigo for their high “handedness”! An ad on behalf of Jet Airways floated too which later was disowned by Jet Airways themselves as fake. In short, it was Indigo’s unfortunate “United” moment!

The response of Indigo to this incident which apparently happened in the mid of October seemed bewildering. They had sacked the employee who had shot the incident and probably released to the media. The media portrayed this as Indigo being vindictive of a whistle-blower! To be fair, they tendered a public apology to the wronged passenger. And submitted a detailed letter to the Minister of Civil Aviation giving their side of the story. The letter indicated the reasons as to why the two employees who were involved in the manhandling incident were let off with warning while the so called whistle-blower was sacked.  However, by this time the damage had already been done!  Whether this incident and the bad mouthing that followed will make passengers re-think about flying with Indigo is a moot question.  Flyers being fare conscious may still fly Indigo if their fares are lower than others.  But, everything being same, one may tend to tick another airline at least in the short run. So, the pressure will be on Indigo to keep their prices down all the time particularly with the year-end peak holiday season coming up.

I have been a fan of Indigo’s marketing for a while now. Their marketing messages have been crisp, humourous and quite creative. For a company which had a well-crafted, clean image thus far, this incident has lent a heavy blow.  Having said that, this can happen to any professionally run organization in any line of business. Companies, particularly in the service delivery business, do spend man hours in imparting training to employees to develop their soft skills. Still, a bad product or a bad mood or a moment of indiscretion of an employee on a wrong day can spoil the carefully cultivated image of a company.  Here’s where companies need to have a clearly laid out “Recovery” strategy whereby you not just contain the damage but also look to benefit from a bad episode.  A Recovery model which follows what I call as the “BMW” formula. Nothing to do with the brand BMW but meaning “Be repentant, Make Amends quickly and Wow the customer!

Let me narrate a recent example of my good friend Adinarayanan’s experience with ID Fresh Foods, a company which is a case study in itself for a successful startup in India these days. Adi purchased a packet of ID Parota and to his surprise found only 4 pieces instead of 5 as mentioned in the packaging.  He reported this to the company thro e-mail on the customer care id mentioned in the packaging. Within 2 hours, he got a response over e-mail, where they acknowledged the problem, apologized for it and assured resolution of the same.  And within a day or two, he indeed received a fresh packet of Parotas. The story didn’t end there. Along with this, he also received a packet each of other products of Id Foods!!!  So, my friend more than being just satisfied with the company’s gesture of making good his complaint, was now delighted. He wrote about this in a detailed post on Facebook (by which I came to know) which must have been seen my many of his friends as well!  Since he tagged ID Foods in this post, the post would have reached more than just his FB friends!  ID Foods also ended up doing a small publicity for their other SKUs by this gesture. Many birds with one stone! Not to mention of this narration in this blog post!

If you analyse this, ID foods followed the “BMW” model quite diligently. They responded with an apology, didn’t try to be defensive and hence were “Being repentant”. By sending a fresh product and that too within 2 days, they quickly Made amends. And finally by sending a packet of their other products, they Wowed the once disgruntled customer.

Going back to the Indigo episode, Indigo stopped with Being repentant. They didn’t attempt to Make Amends, forget trying to Wow the customer. As soon as the company learnt of this episode, its President Mr. Aditya Ghosh admittedly called and apologised to the passenger. Great gesture of Being Repentant. Now imagine if they had sent the staff who manhandled along with a senior manager to the passenger’s residence with a bouquet of flowers and a Sorry card. And for safety sake, got this video graphed. And imagine further what would have happened if the irate passenger gets a free travel voucher from Indigo the next day delivered at his residence?

Following the whole BMW Recovery formula would have costed less than Rs.5000 to Indigo but would have earned them an elated customer who probably would talk about what the Airline did later rather than the original manhandling.  Now in spite of all this, the original clip would have still been leaked to the media and would have still created havoc. But having followed the BMW formula religiously, I believe the damage would have been much less. The company in response can also use the same social media to release the clip of their visit to the passenger’s house to mollify him.

Having a well laid out BMW formula where the employees are empowered to take suitable calls I believe, is critical to handle unfortunate bad experiences of customers.  In this whole Indigo episode, lies another important lesson for companies – “To have satisfied customers, have satisfied employees first.”

Postscript: The topic of “having a recovery strategy” is also one which usually falls under “What they still don’t teach you in Harvard (any) Business School!” However, I clearly remember our marketing professor Mr. Tarun Gupta painstakingly talking about this while covering ‘Services Marketing” which till this day echoes in my mind. TG who is revered as a Marketing Guru in Pharma circles with a trail blazing career in companies like Glaxo, Ranbaxy,… passed away on the 31st October at the age of 78. This post is my humble tribute to him. May his soul Rest in Peace.

Pic Courtesy: Amul