Wednesday, June 16, 2010

Dreams long forgotten

Have you ever dream of something as a child and wishes it will come true? 

Dreams have been described physiologically as a response to neural processes during sleep, psychologically as reflections of the subconscious, and spiritually as messages from gods, the deceased, predictions of the future or the language of the Soul.

........And when it comes pretty much close to 'true', you get all so excited as if the world is suddenly heaven, so to speak. I know I have experienced that and I can tell you that the feeling was tremendous indescribable.

But what happened to beautiful dreams coming true? There was a saying I use to say, "When there are dreams, there are hope. And when there are hope, there is a future".

I was reflecting this evening on this and found that I have not been dreaming much about anything. I find it so sad that as you grow older, the nights that you dream about beautiful things get lesser and lesser. Have I lost my world of imagination or am I merely too tired to even dream? 

However, I believe that when you start having beautiful thought every day, you should be able to have beautiful dreams. Just like a child. The subconscious mind will take over and build something you cannot imagine.

I am looking forward waking up with a beautiful smile and beautiful feeling soon.

Tuesday, June 15, 2010

Perfect Love Story: Together in Life and Death

I just read the Star Newspaper and 1 news in particular caught my attention, which I want to share with you How Great Love Can Be

Located on The Star 15 Jun; Page N3; Title: Together in Life and Death. You can also read it at:

The love between Ho Khye Soo, 90, and his wife Ong Phin Nyar, 82, seemed so great that even death could not separate them when they passed away about three hours apart.
Love at 1st sight during the Japanese Occupation. He was 24 and she was 16. From there, they have started their life together and grew a family of 5 children. Mdm Ong was already in unconsciousness due to her kidney failure. Mr Ho visit his wife on Saturday, 12 June 2010,  although his children prevented  him from doing so. He, than passed away on the following day, Sunday, 13 June 2010, at 5.45pm. Mdm Ong followed at 9.10pm, about 3 hours apart. 

 Source: The Star Newspaper (15 June 2010)

Now, where can you find such true love story other than in fairy tales. 

May God Bless this lovely couple and their family. 

Monday, June 14, 2010

Malaysia Customer Service: Where are you?

Customer Service is essential in all business today. In fact, good customer service is the lifeblood of any business. I am sure you agree with me 100%. All products offered are almost homogeneous and the only thing that differ you from others is the service you render.

So, what exactly is our expectation on Customer Service? Giving tremendous amount of freebies? 'YES' to everything a customer demands? Giving cheap price for your products? Or is it just answering to customers' complaints? These are basically the the norms already.
Good customer service is all about services offered before, during and after a purchase. And it is all about bringing customers back. It's all about sending them away happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Word of mouth is a proven fact of the rise and fall of a company/product.

Let me give you an example I encountered in IKEA, which was an incomplete process.
IKEA is known to many to have helpful staffs, so on and so forth. But not to this customer that I saw. He is a foreigner whom I would assume to have traveled and been to many places. He bought furniture worth about RM5,000 at IKEA this Sunday and he was beaming all smiles and great self satisfaction..... until he reached the home delivery section.
What happened was he wanted to deliver the furniture, inclusive, a ceiling lamp and some glass ornaments. Obviously, the glass ornaments were fragile and needed to be boxed. So, the lady behind the countered bluntly said, 'Sir, we cannot send that ceiling lamp unless YOU box it up.' And when she saw the glass ornaments, she said, 'We also cannot send that. You can take it home now instead.' That flipped the customer. He said, 'Am I at the wrong counter? Isn't this the HOME DELIVERY counter where you said you will deliver the furniture? What do you mean you cannot send this and that? And you tell me that I have to box it up or take it home MYSELF!!' The lady over the counter didn't wink a bit nether did she smile or offer an alternative solution. I believe that just blew the who experience with IKEA for that customer.

What just went wrong here? The whole Home Delivery Section was not helpful, not courteous, and not service oriented completely. What the counter lady could have done was:
1. Offer to assist him either to box it up or at least show him where to box it up.  

2. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work.  

3. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.  

In Malaysia, it is a norm for employee to stare blank at customer and just act ignorance. They seldom offer solutions/alternatives/simple genuine explanation, don't return call when promised to do so, and most of all, they don't listen to what customer's really want or meant in their complains/feedback.

This is an intangible, emotional satisfaction, which will bring someone back again and again. So, don't you think this is MOST important in a business structure apart from the product offered?