It Was Never About Two Cans of Soda

Some lessons stay with you for life. This one is from my time at a Big 4 consulting firm...almost in a previous life!

When I joined the company, we underwent extended training. These were 'residential' trainings, as we were put up (or locked up) in a 5-star hotel. Partners from the US flew down to India to train us on consulting skills and other aspects of consulting. While it was an extremely tough training and I was overawed by some of the most intelligent and capable individuals, I found the experience extremely helpful and enriching.

While most of the trainers were Partners, there was one Partner who arrived only after a few days, and everyone, in a way, warned us about him. He was ex-military - Navy, if I remember correctly - and rode a Harley-Davidson to the office back in the US. He was a tall, heavily built man (I beat him on this front), with an intimidating personality.

We were told that he trained new joiners from premier Business Schools who had joined the company, and several of them reconsidered their decision to join on the very first day of training. Some even quit. He had a commanding presence, and no one took him lightly.

When he finally arrived and entered the large banquet hall, which served as our training room, there was pin-drop silence. Even the other Partners were quiet, and some of them looked intimidated.

What chance did we have?

In his opening address, he promised to be a little lenient with us, as he did not know much about Indian culture. He jokingly (though his expression did not suggest so) said that he would not be as harsh as he was with new joiners in the US because he was scared that someone here might stab him and get away with it! Maybe a slightly racist comment, but everyone managed a nervous smile.

Among the several things that were noticeable about him, one was that he always had a can of Diet Pepsi in his hand, or at least within reach. During one of the dinners, someone asked him about it.

He then shared an insightful incident about a consultant who had been tasked with organizing a client lunch. The responsibilities were straightforward: select a fine-dining restaurant, book a table, and arrange a pre-decided customized menu. The lunch was to be attended by the Partner, a Senior Manager, the consultant, and the client.

The Partner did not have any specific food preferences, but in response to the consultant's email, he made one very specific request: 2 cans of Diet Pepsi.

On the day of the meeting, when lunch was served, the Partner noticed that there were two cans of Diet Coke instead.

The Partner did not say a word during lunch. No complaints. No visible annoyance.

Afterwards, however, he 'suggested' that the Senior Manager should fire the consultant.

The Senior Manager was understandably surprised.

"You really want me to fire a young guy over two cans of soda?"

The Partner's response was calm and unequivocal.

"It is not about the soda. It is about following instructions, especially written instructions. If someone cannot get something this simple right, I do not think you can trust him with critical tasks on a client project."

The Senior Manager disagreed. It was a brave call. In the world of consulting, very few people disagree with a Partner, especially Senior Managers, who need the support of existing Partners to become Partners themselves.

The consultant was not fired.

The Partner did not ask again. Life moved on. Everyone eventually forgot about the incident.

A few months later, however, the Partner received a call from the Senior Manager. He admitted that he should have listened and had finally realized the wisdom in the Partner's approach.

The realization unfortunately had come a little too late...only after the consultant had screwed up on a large and significant project. The issue was caused by non-adherence to instructions.

Eventually, the consultant was let go.

That story has stayed with me ever since.

Of course, everyone makes mistakes. A single oversight should not define a person. However, the ability to foresee a larger issue from a seemingly trivial incident, and the courage to act on that conviction, is what sets exceptional leaders apart.

Attention to detail. Respect for instructions. Discipline in execution. These are not merely 'good-to-have' qualities. They are the foundation of trust.

The lesson was never about two cans of soda.

It serves as a reminder of the importance of attention to detail and the discipline of following instructions, no matter how trivial they may seem. The small things often reveal how someone approaches the big things. It also underscores the critical role that clear communication and adherence to processes and guidelines play, not just in consulting, but in any profession.