I recently visited Penang to present a talk on “Managing in the K-economy,” and was pleasantly surprised by both taxi drivers that took me to and from the airports. Both taxi gentlemen as I will address them deserved my salute for their passion to share their knowledge on the development of our country’s tourist spots. Their ability to create intelligent conversations provided me with a new perception of our Malaysian taxi drivers. Now, we can truly start to believe that Malaysia is on its’ way to adopting a knowledge-based economy. To Kenny and Paul, this salute goes out to both you Taxi Gentlemen.
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When I think coffee, Starbucks is the place I go to. One outlet I frequent often is KLCC. The Barista there are always having loads of fun; I love it whenever they shout out the coffee orders, it creates such energy to the place. The service here is always prompt whether it is serving the drinks or cleaning the table. On slow mornings, do not be surprised if they come over to talk to you. To all the Barista in Starbucks KLCC, may you always have fun at work and continue to entertain us with your presence. |
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I recently received a prestige Visa card from a leading international banker. This caught me by surprise, as I had not applied for one – and I personally did not see the need for an additional card. However, as the first year’s subscription fee was waived, I decided to call the customer service center to push my luck on additional freebies. Nurul, the customer service agent that I spoke to politely turned me down. Much to my surprise, she called me back after consulting her manager and I was now offered an additional 3 years waiver on subscription fees! To Nurul, I salute you for your good effort and in managing to exceed your customer’s delight! |
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I was recently at TGI Friday’s with my family that was visiting from Ipoh. It was definitely an experience that I will share with many others in the years to come. The moment we stepped into the restaurant, we were greeted with big smiles and warm welcomes. We were immediately seated by the host and a server was with us shortly. The server had one of her knees on the ground in a position that allowed us to look straight into her eyes. This gave us comfortable eye contact and we did not feel overpowered when the server was taking our food orders. The food was delicious and the environment provided a relaxing feel to it. To top it all off, we were surprised by the complimentary dessert after we had completed their customer service survey. As a whole, we were consistently checked on to ensure that were comfortable and had every need taken care of. With that, my salute goes to TGI Friday, you deserve it! |
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I was recently in Bangkok on a business trip and decided to stay with my country director’s family. Language was indeed a barrier to our communication, but that did not stop the Alunin family from trying hard to get to know me better. The moment I arrived at their home, I was warmly welcomed and accepted as part of the family. I was constantly showered with “services” that were exceptional. From the sharing of their culture, home cooked food, to the constant refilling of my empty glass with iced cold water; this is a family that many large corporations can learn from - the simplicity of exceptional service that can delight the customer. My salute goes out to my Thai family that has made my stay in Thailand a uniquely cultural filled experience. |
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On my last trip up in Cameron Highlands, I learnt a lot about bees and honey from a guy selling honey at a stall situated on Kea Farm. Unlike the many other stall keepers there, this individual was not just interested in selling his ware, he was also interested in imparting knowledge of bees, how honey is produced and extracted for consumption. Throughout my time with him, he was extremely patient and was willing to answer all the questions thrown to him. What a pleasurable learning experience and for me the honey tasted much sweeter knowing how it got into the bottle. |
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This salute goes out to Raja, the car wash service provider in Kelana square. I sent my car to Raja for the first time for a snow wash 3 weeks ago. I left my key behind for him and jumped into my colleague’s car out for an appointment in town. When the time came to collect my car, I asked my colleague to collect it on my behalf as I could not make it back in time. “No”. That’s what Raja told her. “The owner must come personally. It’s ok if she’s late, I’ll wait for her. I just want to make sure the genuine owner collect her own car.” Talk about reliable customer service! |
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My recent patronage to a particular food court located at Taman Bamboo along Jalan Ipoh delighted me. I placed my order at a fish ball noodle stall. The lady owner, while busy preparing another customer’s order at that time, listened to my order attentively. She checked with me by asking if I was eating in or taking away. The way she attended to me was what I observed as “service with a smile”, as she was wearing a smile when she spoke. To this particular fish ball noodle stall owner, you sure deserve my salute for your “service with a smile” approach in face-to-face interactions with your customers. |
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The 2004 Olympics in Athens have come and gone and one organization was pivotal in completing my Olympic experience; ASTRO. With a team of 14 presenters, Malaysia’s only satellite television provider took me through the emotional roller coaster of triumphs and tribulations of the Olympians. The 6 additional channels dedicated to a comprehensive coverage of the games was certainly a fantastic effort on ASTRO’s part in exceeding our expectations. This alone made my subscription worthwhile... almost.
To ASTRO, thank you for Bringing the Olympics Home.
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I am a loyal patron of a particular petrol service station provider. The stations throughout the country are always brightly lit, and cleanliness is always a guarantee. As soon as my car drives up, I am without fail greeted by an attendant with a warm and friendly smile, offering their help and services. Making a stop at these stations are always a pleasure, breaking the monotony of driving through the traffic jams of Kuala Lumpur. This is what I call ‘Exceeding Customer Delight’. |
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Each time I visit the Delifrance outlet at Metro Prima, Kepong for a meal, I have without fail received warm and friendly service from the staff on duty. Such exemplary service is not only displayed by one but all outlet managers I have encountered. This is what I call true “Branded Customer Experience”. What made it even better? There is no additional Service Tax charge! |
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On a recent patronage to the Starbucks outlet at Plaza Mont’ Kiara, my boyfriend and I used the wireless internet access available in this outlet. After 15 minutes, when we still could not gain access onto the internet, Helmi, a waiter, approached us to find out if we required assistance. He offered to help immediately and within a few seconds, we were able to obtain access. Here is to Helmi of Starbucks at Plaza Mont’ Kiara, you deserve a salute for your pro-activeness, attentiveness and dedicated service in delighting customers. |
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