Archive for October, 2007

Back to service excellence, in the meantime…

31, October, 2007

(Click on title above, “Life Skills and Service Excellence” to view the entire site.)

Well, let’s us get back to talking about driving the attitude of service excellence to its apex. Afterall, alot of us are in service industry, ya? We talked about it in service excellence traiining; we learned about it from motivational speeches and presentations. Well, put it into practice – we should be serving people so well that they remember us, and then refer us to others – now, this should be our motto!

In one of my previous post, I talked about Customer Relationship Management (CRM). From a recent presentation, my colleague introduced five key words to me – It begins with COLLECTING your customer’s details – their preferences, interests, requirements as well as the disclosable particulars. UNDERSTANDING and this includes analysing the details so that you could prepare to meet their needs and service them more effectively and efficiently. Once you have understood your customers,, you could begin DIFFERENTIATING their needs and interests. In doing so, you are segmenting your customers and preparing to service them based on what you have understood and discovered about them. With differentiation, you may now begin to market the right products, to the right customers, at the right time. In doing so, you are TARGETTING at the specific groups of customers (or even the preferential, high yield individuals) with products or services that relate specifically to their expressed (or implied) needs. Finally, we land on the key word, SERVICING your customers with specificity and making your customers happy, as a result.

The bottomline of CRM is really about retaining your customers, making them return to you, because you remember their needs, you remember their requirements. You want a turn a customer who has made a one-time or two-time visit into a more frequent one – a loyal customer, that is. Every ones – that retaining your customers is chaper than setting aside a huge budget on advertising and mass untargeted marketing. I quote from Dr Nancy Rauseo of Florida International University – “It’s eight to ten times more expensive to acquire a new customer than to retain one“. Well, what do you think?


With slightly more than a month to go … are you ready for the Singapore Marathon 2007?

29, October, 2007

(Click on title above, “Life Skills and Service Excellence” to view the entire site.)

Well, I would have been ready a week or so ago, if not for the doctor’s advice that I should not pursue it… sigh. Nevertheless, I am glad for all who are registered and are ready for the race of the year. Whether it’s for 10-km, 21-km or the full marathon of 42-km that you are working on, it’s a challenge that should undisputably be a boost on your ego.

This Standard Chartered Singapore Marathon 2007 has attracted participation from running enthusiasts from all over the world. And for sure, it will continue to do so this and next years to come.For you who have been practising hard for it – do remember: consistency in your practice and in your speed is important. You have about three weeks to inject consistency into your speed and momentum. Perhaps, try not to over exert in the last one-and-a-half week prior to the actual run. If you have not, you should be on a carbo-load from here on. Be sure to have your glaucosamin if you have knee cap injuries due to wear-and-tear challenges – the supplement for the joints.

Above all, have fun. The run is about challenging yourself and feeling the kick. For me, it’s the joy to worship and be with God at the same time as I run. That joy, that closeness with God is most rewarding in the midst of the run.

In pursuit of 10-km quarter Standard Chartered Singapore Marathon 2007

9, October, 2007

(Click on title above, “Life Skills and Service Excellence” to view the entire site.)

The upcoming, everybody-runner-has-been-waiting-for-event, the Standard Chartered Singapore Marathon 2007, happening on December 2.

Yes, I did sign up for it… yes, my plan has been to move on to 21-km run, then the 42-km run within these five years. Unfortunately, for some reasons, I may not be able to pursue my desired running / jogging distance. Not being able to pursue Plan A simply means that I need to have Plan B kicking in. That’s what it is in life. Neverthless, as a Christian, I believe that in all things, God has good reasons for allowing events, good and bad, to happen. Afterall he knows what i will go through even before I was formed! Read Psalm 139 (Click on it), especially Verse 16.

I may just start another blog to talk about why I am not pursuing it anymore – defintely some good valid reasons, not lame ones of course.

If you, my readers, have signed up for the Singapore Marathon 2007, I would ecourage you to push yourself to go and complete the distance you sign up for. You will defintely derive a great sense of achievement, whether it’s for the quarter, half or full marathon of 42 clicks.