Reading Time: 4 minutes
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What does it take to build a business that touches nearly every corner of the country, every single day? In an industry driven by speed, precision and 24/7 execution, how do you make people the centre of your leadership, not just performance?
In this episode of the For All Podcast, Balbir Singh, CEO of Great Place to Work® India, is joined by Balfour Manuel, Managing Director of Blue Dart Express, for an insightful conversation that goes beyond logistics, into the heart of Blue Dart’s culture and its unwavering commitment to its people.
From Day One to Decades of Ethos
Balfour Manuel, with over four decades at the company, begins his story in the early days of his career, as a fresh MBA graduate who walked in for a chance interview and walked out with an offer ‘way above’ his expectations. Balfour recalls being asked during his first interview, “Will you work for us?”, a question that, for him, reflected an early ethos of equality which continues to define Blue Dart’s culture today. “Whatever delighted me back then, we carry that DNA even today,” Balfour states.
And it shows. For Balfour, culture is an everyday experience. Blue Dart has consistently prioritised long-term relationships over short-term gains. Even when an employee chooses to join a competitor, they are treated with respect. It’s the same principle that’s helped people stay for decades, and it shows in the way leaders recognise and nurture potential early.
Empathy isn’t a Buzzword
Balfour speaks passionately about how Blue Dart takes care of its people, beyond performance. If there is an untimely demise of an employee, Blue Dart takes care of the family along with the kids. “The company will take care of us,” Balfour proudly notes, highlighting the confidence of every employee in the leadership.
This culture of care showed up in full force during the pandemic. From paying full bonuses, increments and gift bonuses to employees across the global DHL network, to pilots flying PPE kits across locked-down borders, their message was clear: “We are here during COVID, and we’ll be there with you, always.”
Everyday Moments, Extraordinary Culture
What makes a great workplace visible? Sometimes, it’s the small, unprompted moments. Balfour recalls an interview where a candidate appreciated him for his early experience where a tea boy wished him by his name and added, “Welcome to Blue Dart, Sir” despite being an outsourced staffer. It’s this deep cultural imprint that new employees can feel instantly.
Their unique induction program for “foot soldiers” is another testament to their culture, where recruits are welcomed warmly and share meals from day one. He recalls an anecdote of an employee on a project in Punjab who hadn’t had to bring his own food for four months because colleagues ensured he was fed, highlighting the culture of camaraderie and inclusion.
The Three-Lens View
Blue Dart’s leadership model rests on ethics and empathy. “We look at head, heart, and guts,” Balfour explains, a trio built into their performance system. Leaders aren’t just hired for their capabilities, but for their alignment with the company’s morals. “Take care of people; they will take care of your business,” Balfour says.
He also highlights the importance of psychological safety, where employees are not admonished for honest mistakes, even if it means speaking the truth to a customer or requesting for owed money. This commitment is ‘visible to the core from bottom to top’ by how a security officer accompanies an entry-level courier if they are called by the police, highlighting the sense of safety they create.
A Ceremony That No One Saw Coming
Somewhere in the podcast, Balfour casually drops a story about an award, a stage and a moment between a mother and daughter that no one in the room forgot, reminding even himself why Blue Dart’s culture stands out, even in the most routine settings.
Want to know more about his “fail safe” theory for taking risks or what lessons he draws from his love of cricket and art?
You’ll want to hear from him directly. This podcast episode is a masterclass in culture and care.
Tune in to the full episode! You might just rethink what makes a workplace truly great.
