The safe was left open!

WHY was the Manager walking into my room uninvited? His words chilled me "Ma'am, you left your safe open. Would you please check that nothing is missing?" You know, I'm not sure whether I was more astonished by my carelessness or by his polite request!

I'd been enjoying a leisurely breakfast meeting downstairs over lovely savory pancakes, spiced tea, an irresistable array of cheeses and grapes, and all that with a companion whom it was a delight to have befriended. We spent far longer than we thought we would, having oodles in common and lots of plans for business ventures to foray into together.

By the time I returned to my room I was feeling extremely comfortable in more ways than one. Ah! the housekeeping cart was outside my door and the maid was pottering around in the bathroom - looked like she's only just arrived. Well, I settled into the armchair with the paper when the black-suited, sombre Manager walked in with his startling announcement. The maid must have called him immediately!! Fancy that!

Well I did check the contents of the safe and nothing was missing, BUT I remain highly impressed by how the staff handled the whole thing. Aren't you?

Actually, throughout my brief stay at this hotel, the staff - even from the drivers who met me - had gone out of their way to be extremely helpful and courteous. Their behaviors speak volumes not only about their characters, but also of the training they must have been given. Of course I wrote to compliment their Management - they needed to know that their investment in Training is well worth it!

Would you too like to rest easy knowing that your staff members are selling YOUR brand to perfection? Just call me on 6-03-21697704 and we'll do a gap analysis of where you are and where you'd like to be, and plan how your staff can be trained to get you there!

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Saved by the bank officer!

"Hello Evelyn! This is SS from XBank!" I was still at the baggage carousel at the airport and had barely switched my cellphone on when the call came through, and I froze. What on earth!!!

"No, I can't come in by that time - I have only just landed, my luggage hasn't cleared yet, and it would take me a couple of hours! What do you mean there isn't enough $ to cover my cheque - I made a deposit before I left, and it showed up online too. Something is very wrong!"

"Let me check ............... you deposited into another account. What I can do for you is to transfer funds from that account so that the cheque can be cleared, and you can come in later to sign the order ok?" PHEW! What a saviour!

Now, how's THAT for good service? You know, everytime I go there the staff are always so personalized in their servic that I would not want to use another branch. If I re-located, I'd probably still drive over there, because building good relationsships is time-consuming and who'd want to start all over again anyway?

Having great service touch points not only brings in repeat business, but I would happily recommend new account holders to this branch too - they would take good care of them.

When customers find your service irresistable, you are well on your way to increasing your profits!! I'd love to help you to chart your service touch points to identify which ones you can infuse with a WOW factor! Just call me at 6-03-21697704?

BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!

Thanks! But actually the smile camouflaged painful tears

Thank you Hafiz of WOW photos! Hey! It's really nice to receive so many compliments about the smiling profile picture on my fan page, but you know, I must confess that it is really the result of Hafiz' skills - I was actually crying at the time. He brought out the best in all the nervous finalists whom he was photographing that day.

Seriously, I was under a LOT of pressure the day of that photo shoot. I had dashed to the session from the hospital where my mother was warded, and was in a hurry to return there at the soonest possible to hear the doctors' assessment of her progress. On top of that, I was hurting very badly too from being coldly replaced by a newer model at work, in an area too close to my heart. I just wanted to be alone to lick my wounds. But no that final rehearsal was mandatory and the shoot went along with it. Sob, sob, the show HAD to go on!

There ARE times in life when everything seems to cave in at the same time, and yet there are people depending on us to deliver what we've promised. Can't let them down, can we? At these times it really helps to have highly professional people around who are so focussed on their task that you can't help but respond to their professionalism - and as you can see for your yourself, your own image bucks up, rises to the challenge, and shines through too :)

These picker-uppers - and I've had a few good ones to rely on over the years - ought to be either lovingly dedicated to your progress OR oblivious to (and therefore unbiased) your dilemma so that they can give clear goal posts. That day no one knew I was crying inside, and that is precisely what helped me through. Many years ago I used to have a wise and friendly couple who cared deeply enough to listen & empathize, and then help me to see the light to achieving my objectives. Friends who love that deeply are treasures! We continue to stay in touch even across the continents.

Perhaps YOU'd like to talk to someone who cares but doesn't know enough to be biased about surmounting an obstacle to delivering your brand the way you want? I'm here for you - just call me at 6-03-21697704 and together we'll get you moving on and up :)

BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!