Friday, July 30, 2010

Each has a role

"And the band played on," reported TODAY newspaper this morning. "Instead of letting consumers stay in line until the launch of the iPhone 4 until midnight, Singtel treated them to band performances and refreshments."

Violinists enrich a symphony by the individual touch they bring into their playing. According to an acoustical scientist, if all the violinists in an orchestra hit the same note at exactly the same time, the effect would be like the amplification of a single instrument.


Our part in life may be a humble one. But whether one plays the instruments or polishes them, sells tickets or sweeps up after the performance - each has a role to play. And each is needed if the programme as a whole is to succeed.

Vic (left)

Rosnah (centre)

Thursday, July 29, 2010

Let it go

"I can't stand that woman,"Ticia fumed. "She should have kept us updated and informed us."

People feel very justified in anger, they can give all the details of how unfairly they were treated. But what they don't see is as long as they spend their energies being angry at people, they won't spend their efforts on getting what they need. Their rage isn't hurting others, but it's crippling them.

Wednesday, July 28, 2010

Making a trusting and cohesive team

"My project is about employee communications," Let announced.

With the constant changes in the workforce, it benefits both seasoned and new employees to learn to work together more effectively. A Gen Xer and a more senior manager bring different values and belief systems to the job.

Team building has proven successful in changing behaviour, ultimately making for a more cohesive and trusting team.

Several factors impact the overall effectiveness of any team. Communication skills are critical and can often make or break an otherwise effective team. Creativity and probelm-solving abilities frequently come into play, as well as interpersonal skills such as developing rapport and trust. Discovering that 1 person's actions can influence the effectiveness of the entire team is a great learning experience.

from left: Thomas, Shirley, Kristine, Mark

from right: Gerald, Vic

Tuesday, July 27, 2010

Courage in the face of disappointment

"My project is on staff retention,"Stephie announced.

Staff will get on board and alight, but the bus will keep moving on. But there were times when we were lied to and used, and the feeling is one of great disappointment. We lose confidence in people. In addition to the discouragement we felt, our frustration level was at all time high.

At this point, I must tell you 2 of the most important lessons I learned from these and other challenges I have faced: (1) don't dwell on disappointment - determine to do your best anyway, and (2) we don't always know what's best. This could work out for the better.

The most important thing I value is the camaraderie of those who have suffered great adversity. This is the bond that links all of us, sales warriors and leaders. Not surprisingly, it is also the bond that links successful people. Success without adversity is empty...it is not possible.

Monday, July 26, 2010

No Trains to yesterday

"Time travel, sans Marty McFly paradox," screamed the headlines in the science section of yesterday's TODAY newspaper. "Quantum physicists at MIT believe it is possible to create a time machine which could affect the past without creating a "grandfather paradox."

One of the things I've tried to do is to earn to live one day at a time. Dr Ken once wrote: "there are no trains to yesterday." We can't go back and change our past; it's gone. We can set goals for the future, build dreams and have hopes for the future, but we can only live now.
I've also learned how to value my physical health far more. I workout in the gym and now love to swim in our pool. I try to stay in good shape physically. I can't jog because of an old football injury, so I do leg extensions in the gym and sit-ups so I won't have a bulgy stomach.
My motivation is this line:
Born a man, died a _____________

Sunday, July 25, 2010

Clearing the head

"I will go jogging in the morning and again in the evening this weekend," Shirley proclaimed resolutely after downing the Yong Tau Foo.
I've been told that the simple act of exercise frees the mind - to channel off nervous energy that blocks our intuitive thought process. It's called clearing the head. We all know that it's only when we've cleared our heads that the right answers - and the right questions - can start to come in.



Wednesday, July 21, 2010

Questions we interviewers ask

"Please find attached my resume," Aelis'email read. "Let me know if I fit the position."

During an interview, we ask dozens of searching questions to test the candidates' confidence, poise and personality traits. Questions that probe their quick thinking and job skills. They are designed to help ascertain if the candidate can do the job and is willing to take an extra step.

Whether the candidate will fit in and make a contribution or not and if he/she is a manageable team player are just as important to us interviewers.

Tuesday, July 20, 2010

Why people buy where they buy

"Business is very good,"Lloyd remarked. "One of our hotels is doing a 100% better than last year."

A nationwide survey of buyers across the US asked the question, "Why do you buy where you buy?"

No, folks, the answer was NOT price.(Price was #5) The number 1 reason people buy where they buy is confidence. Confidence is the business. In the people. In the product. In the service.

Thursday, July 15, 2010

No regrets policy

"After all these years, I still sometimes cry when I think of my mum," WL admitted. "I regret not appreciating her more when she was alive."

I visit my elderly parents regularly, and make a point each time to give them a hug. When we look back on my life, we don't usually regret what we have already done nearly as much as what we haven't done.

When we give to get, we may get back something, but we are often left unsatisfied. When we give for the sake of giving, the act instantly activates inner joy, worth, meaning, connection and purpose.

Wednesday, July 14, 2010

Baby steps of progress

"After 3 x 400m, I was panting like crazy," Shirley recounted. "Felt like dying already."

An important question to ask ourselves is "Am I making progress?" I have not had much experience with being perfect, but I have had considerable experience with making progress.

When we sense we are making progress, we tend to be filled with passion, energy, enthusiasm, purpose and a real and sustainable joy. Progress fills us with gratitute for now and hope for the future.

So, what is progress? Simply put, progress is moving toward a goal. Whether it is professionally or personally, in the area of health and well-being, perfonal finances, relationships, diet and exercise, or character and spirituality, we have an extraordinary ability to improve.

Baby steps are my secret. Small victories lead to large victories. My inner dialogue each day to myself is: "I am better today than I was yesterday."

Monday, July 12, 2010

Lost in VM

"Silly me, after working for 3 months, I realised that my phone still had the voicemail message of my predecessor," Lina confessed.

We have all gotten lost in voice mail systems that offer a long litany of options that don't fit our particular needs and that no instructions for connecting with a live person. We know how we felt about that service experience.


If I had my way, every guest should be treated as a VIP. That is, a very important and very individual person. I'd identify guests who need service attention, such as children and people with disabilities and design processes to ensure they get a positive service experience.

Bob's voicemail is broken. This is his refrigerator. Please speak very slowly, and I'll stick your message to myself with one of these magnets

Hello, this is Death. I'm not in right now but if you leave your name and number, I'll be right with you

I can't come to the phone now because I have amnesia and I feel stupid talking to people I don't remember. I'll appreciate it if you could help me out by leaving my name and telling me something about myself. Tha nks

These words are lovely, dark and deep. But I've got promises to keep and miles to go before I sleep. So leave a message at the beep

Saturday, July 10, 2010

Make looks count

"Wayne Rooney has been elected the ugliest player in the world, at least according to 33% of the 2,500 women polled by www.thepeoplesclub.com" soccerlens reported.

On the contrary, david beckham has been the 1st footballer to have straddled the worlds of football and fashion with his great looks, clothes and ever-changing hairstyles.

A brand identity is a symbol that captures every positive experience that people have with the product/servcie/company. This is what we marketeers call the "equity"in our brand. The big challenge we brand guardians face in maintaining brand identity is how to retain its consistency, while keeping it fresh and ensuring the imagery stays relevant to changing tastes.

My favourite case study is always Disney. Disney has cleaverly organised an identity system that is fresh, flexible and conveys personality: consider the three circles that represents Mickey's head and ears silhouette.




Thursday, July 8, 2010

Lightning meetings

"Every morning we start meeting at 8.30am and doesn't finish till around 11.30am," Leonard grumbled.

Every evening we have a debriefing. I practise something the late Mr Green called "lightning meetings."

There are no chairs. We stand around in my office. When I asked him about it, he said, "I don't want anybody to be too comfortable." No chairs helps people stay on point.

Wednesday, July 7, 2010

Self-observation the way to sharpen abilities

"How do you get so good?" Pegs asked.

Self-observing my own behaviour and its consequences is a way I sharpen my self-management abilities.

This is a personal example: sometimes at meetings I feel that I'm talking too much. It's a typical sales malady. There are times to talk and times to listen, but at the start it's an effort to control my own behaviour. Now, by keeping conscious about it, I can tell whether I am saying too much.

Tuesday, July 6, 2010

Nurture the wow factor

"When Oliver walked into my office, all the girls ooooh-ed and aaaaah-ed," Min swooned.

We have all met characters who simply "blew us away."they've got the "wow"factor. Just by sheer power of personality, their looks, their charisma, they influence us.

Influential people come in every size, shape and age and have different styles. Some are quietly persuasive, with others being more flamboyant and outgoing.

I have often been told, "He was born that way."I don't buy this nature over nurture argument.

I can tell you one thing about influential people: they are positive. If not just looking on the bright side of life, they are blessed with a "can-do"spirit. They don't go through life with a chip on their shoulders. They also make us feel good.

Saturday, July 3, 2010

Is this what headstart is all about?

"Singapore's Largest Brain Development Centre for 3 months old to 5 year old" The sign outside the centre said.

Parents today want their children to do well. They even start preparations before the birth of the child. Nothing is too much. Imagine, providing tuition even before the children start Primary One!

Geniuses in the making or "let's give them what we never got, and don't bother asking if that's what they want in the 1st place."

No ONO

"Full Service record with Borneo Motors. Condition like New. Any Nearest Offer Can consider." That was an ad posted on Sgcarmart.com

In my view, ONO (On Nearest Offer) is a mistake.

What does a buyer think when he sees ONO. It tells him that we are willing to accept less than the price we are asking for even before we hear what he has to say.

This weakens our position.