The author Dilshan Boteju(left) pictured with Merrill J. Fernando

• Mistakes to him were an opportunity for improvement
• I was intrigued by his commitment to the Dilmah Brand, his workforce whom he considered as his extended family and his customer

Words fall short of expressing my sorrow, to the news of calling to rest of Merrill J. Fernando (MJF). “God called back His Angel to Himself even though our hearts were not ready.”
I cannot find the right words to express how sad I really am upon learning that he is gone. Even while writing this post, I am still unable to put my thoughts together.  

MJF had such a big life and touched so many people. It’s hard to know where to begin. It’s hard to imagine a world without him as it was amply seen by the plethora of condolences that started pouring in on social media, Television and print media on hearing of his passing away. It was touching to see diplomats, general public, customers and even major international food chains/brands taking a bow and releasing condolences messages. Such was the impact MJF had created on a global scale, which probably he himself did not realise.

Many know Merrill J. Fernando as the great legend who with his Dilmah Brand brought pride to Mother Lanka. However, I know him as The greatest leader, mentor, friend, servant of God and the greatest philanthropist South Asia has ever produced and a man who had a heart of gold. Mostly unknown to the outside world, he got about doing what he cherished most, care for the less privileged. 

In this tribute I wish to pen a few experiences among so many I had with the legend himself and how his influence changed my life permanently. 
The year 1989, I had the good fortune to be called for an interview at his Company, Ceylon Tea Services, for a job vacancy offered to School leaving Thomians and Trinitians. Straight from school, for the first time, there I was facing an interview with the legend himself. 

I was expecting him to grill me on my academics and future plans, but realised that he was keener on finding my family background, what my parents did and the environment that I grew in etc. I soon realised that to him my moral standpoint views over the monetary standpoint was important to be understood. It was many years later that I clearly understood the depths of the interview and why it was so important for him to understand the thinking of the people he wanted hired to his business.  

He gave me the big job! When MJF hired me, I didn’t even have an idea of what and how I was going to do my job. But he trusted me with responsibilities that gave me opportunities to show what I got. That’s how he allowed me to learn. And when I did something great, he was quick to tell me so. He allowed me to grow and develop under his tutelage.

It was touching to see diplomats, general public, customers and even major international food chains/brands taking a bow and releasing condolences messages

Those 18 years that I worked with MJF, he was not just a ‘boss’ to me, he was also a great mentor and a friend. He inspired, mentored and helped me grow as a person and make the right career decisions. He saw me through the important stages of my life – when I got heart-broken due to a cupid strike and as a result kept out of work for over 4 months (I could not believe that he chose to still pay my salary), until one day he decided to call my mother and asked her to get me back to work! I still recall how he welcomed me back when I reported to work not failing to give me the advice of a lifetime that to-date I recollect. 

Mistakes to him were an opportunity for improvement. I recall nervously reporting to him that I had made a mistake with a carton delivery; the cost of which I could not even count! He patiently listened to the issue and seemed the least worried about the loss. Systems were introduced to ensure that such mistakes won’t be repeated and with a smile told me to find some room at my home to unload this stock. In later years, he would tell me that it’s the hard working who will make mistakes, but that what is important is to have honest people who will not fear to accept one’s mistakes. He was very particular about this as he considered honesty paramount to a successful business.
I was intrigued by his commitment to the Dilmah Brand, his workforce whom he considered as his extended family and his customer, big or small whom he genuinely treated like Kings.  Faced with any issue he would look at the problem from a customer’s perspective. 

When I was appointed Operations Manager the golden rule and advise I got from him was, ‘remember the customer is always right! The second rule was, never disappoint a customer and the third being the day’s communication must be responded on the same day. These three combinations were extremely difficult to achieve but rules are rules!
Most importantly, he taught me the importance of standing up to what is wrong; no matter who it is. He proved his own advice by standing by me when I had encountered a personal problem with a car dealership. The owners were close family friends of MJF. But despite the friendship, he stood on my side and insisted they do right by me.
This episode motivated me to win many battles both locally and internationally. 

I was privileged to witness the birth of the Dilmah Brand on which the Chairman had started the groundwork just about two years before I joined. His passion for the brand & Ceylon Tea was like the parents’ love for their newborn. He remained involved in every detail; from packaging and the tea blend to the finished product. In later years, when he boldly made the statement, “Do Try My Tea” what he really meant was that a cup of tea had a blend personally selected, tasted and approved by him!

MJF always believed that one should follow his/her instinct. A classic example would be how he anticipated gaining access to the Polish market when news spread that Poland was breaking away from communism and going to embrace a Western-styled liberal democratic political system, in the early 1990’s. He was probably one of the first to visit Poland with his Son Dilhan and identify a dynamic team in preparation for the launch of Dilmah in Poland. At present the importer in Poland is one of the largest Tea importers to the region and the importer himself is a leading philanthropists. This is a remarkable turnaround of events that no other but MJF himself could have envisaged.

Many years after I had left the company, having heard that my mother was being treated for a rare blood disease, MJF suddenly reached out to me and insisted that he help source the urgently needed medicines from UK. He not only offered help, but got his secretary to closely follow up and get down the urgently needed medicines from abroad.
Such an unimaginable heart of gold was what Merrill J. Fernando had. 
He acknowledged the powerful influence of his mother on his development as a philanthropist, stating that we have responsibilities to each other—a core value that he passionately sought to achieve.

Evidence of his humanitarian and business endeavours can be seen through the MJF Charitable Foundation, which enabled his charity to become more effective by accessing business expertise. The MJF Centre at Moratuwa is an extraordinary city within the city of Moratuwa. In 2010, MJF took over a former clothing factory and transformed the entire premises into one of the best-run foundations; bringing positive change to people’s lives. The Centre boasts of modern facilities to train children with disabilities and address other social issues. By 2020, the Foundation had directly and significantly helped over 18,000 lives, reaching a total of 100,000 lives—an impressive milestone for any charitable foundation.

During a rare privileged visit to the Centre, I couldn’t help but notice the urban arboretum featuring over 550 native trees and over 60 species of rare butterflies that visit the premises daily. This is believed to be Sri Lanka’s first urban arboretum, creating a living laboratory for the young and curious. Additionally, the centre is home to a modern Innovation and Design wing, fostering technology and creativity in collaboration with the University of Moratuwa on various new technologies. The agricultural heritage Centre showcases Sri Lanka’s rich traditional farming culture, featuring farming and household implements used for centuries.
Merrill Fernando’s extraordinary ability and entrepreneurialism, combined with his unpretentious generosity, compassion, and quick wit, made him a very special modern philanthropist. 
As a nation, we will surely miss him for these and many other qualities.

I never had the opportunity to say goodbye and tell him in person what he meant to me. However, I want the world to know that I, and many others like me, will continue to honour his legacy by spreading his message and supporting his family and business in continuing his work for the communities.
May his soul rest in eternal peace in the loving arms of our Lord Jesus.

-Dilshan Boteju-