The name Ratan Tata evokes images of a visionary leader, industrialist, and philanthropist who transformed India’s business landscape. However, for those who have had the rare privilege of interacting with him personally, it is his humility, empathy, and sincerity that leave the most lasting impression. One such experience, shared by Vijay S. Pherwani, a media and advertising professional for nearly four decades, exemplifies Ratan Tata’s character in the most human way possible.
A Challenging Experience with the Tata Indica
In the mid-1990s, Pherwani in his capacity of a senior management professional in media, had interacted with top executives at Bombay House, including Soonawala, Mody, Dubey, and Suman Mulgaonkar, but had never met Mr. Ratan Tata. That changed in 2000, though not in the manner he expected.
Pherwani, who by then had moved on to a National Head and VP at Lintas (Lowe) purchased a Tata Indica, excited to own a vehicle from the prestigious Tata brand. However, within six months, the car became a source of ongoing issues. Almost every moving part—except the clutch and engine—had to be replaced, and Pherwani found himself dealing with frequent repairs and complaints. Despite escalating the issue all the way to Tata Motors’ senior management, the problems persisted, leading to considerable dissatisfaction.
The Unexpected Phone Call from Ratan Tata
In a final attempt to resolve the situation, Pherwani decided to send a mail directly to Mr. Ratan Tata himself. To his surprise, just a few days later, his secretary informed him that Mr. Tata was on the line.
“I couldn’t believe it,” recalls Pherwani. “I picked up the phone and heard his calm, gentle voice: ‘Mr. Pherwani, at the outset, I would like to apologise for the great inconvenience that our car has caused you. We really appreciate your patience. We’ve been sued for much less,’ he chuckled.”
Rather than offering a quick fix solution of buying back the car or merely delegating the issue, Ratan Tata personally acknowledged Pherwani’s concerns and took the time to understand the depth of the problem. In a true display of leadership, Tata asked for one more chance. He promised to have the vehicle taken to their Pune plant for a complete rebuild and offered a temporary replacement in the meantime.
A Lesson in Leadership
Although the mechanical issues with the Tata Indica persisted and Pherwani eventually sold the car, that brief interaction with Ratan Tata left a profound and lasting impact on him. “It wasn’t about the car anymore,” Pherwani reflects. “It was about the man. Ratan Tata, the chairman of one of the largest conglomerates in India, took time out of his schedule to personally address my concerns. His humility and sincerity touched me deeply. That phone call showed me the kind of leader he truly was.”
In an era when many corporate executives maintain distance from day-to-day customer issues, Ratan Tata’s personal touch speaks volumes about his approach to leadership. He understood that behind every product, there is a person, and behind every grievance, there is a story. His ability to empathize, even in challenging situations, is what set him apart from other leaders.
A Tribute to a True Gentleman
Reflecting on this experience years later, as the nation mourns the loss of its beloved industrialist, Vijay S. Pherwani sums it up beautifully:
“Bharat truly lost its Ratan.”
This small but meaningful interaction offers a glimpse into the character of a man who never lost sight of the human element, even as he led a global empire. Ratan Tata’s legacy is not just in the companies he built or the industries he transformed but in the lives he touched with his kindness and humility.
In a world often dominated by cold corporate hierarchies, Ratan Tata remained an exemplar of compassionate leadership. His ability to personally connect with people, listen to them, and genuinely care about their concerns is what makes him irreplaceable.
For Go Spiritual India Magazine, the story of Ratan Tata is more than just a tale of industrial success. It is a testament to the spiritual values of humility, empathy, and service to others. His life reminds us all that true leadership comes not from power, but from understanding and uplifting those around us.
