A short while back, I was invited by a ChannelNews Asia producer to go on their live program (BlogTV) about current affairs in Singapore. Apparently blogs which include compliments about service experience are somewhat rare, Sabisu being the only one that they came across thus far. Prior commitments prevented my attendance, thus contributed with some extracts of stuff from Sabisu.
As I often share with friends, one of the keys to improvements and excellence, is constructive feedback and effective use of this knowledge by the recipient. Singaporeans tend not to do that, and only complain among themselves. To me, this attitude may inadvertently ‘perpetuate the problem.’
In addition, condescending customers probably reflects issues with their self-esteem. Customers are not always right. Mutual respect is important, and should be earned. It is always intriguing to discover the underlying motivations behind the purchasing process.
Further, I believe praise is essential to further encourage those rare talents suited to the service profession. It would be great if business owners and managers would explore ways to improve service, perhaps like mystery shoppers, but involving the community of it’s fans. It would be authentic, and build engagement. I would be most interested in such endeavours!
