It's interesting sometimes how certain events in our life go full circle. Just like the preparation for my talk on service excellence today at One Degree 15 (ONE°15) Marina Club.

Service excellence you may ask? Now what's a lifestyle coach who walks the talk on grooming, fitness and nutrition got to do with service excellence? Well, the connection is definitely there. Unknown to many, but for those of you who are familiar with my background, I started my career as a quality service manager years back. Handling the feedback and concerns of our customers, spearheading innovation and overseeing the various departmental audits were part of my responsibilities. In short, I was the service honcho who lived and breathed service as my daily bread, while encouraging the staff and colleagues to follow suit. And the feather in my service cap? Helping my organisation attain the Singapore Service Class (SSC) award as part of the oh-so-hardworking SSC committee.

Now back to
One Degree 15 (ONE°15) Marina Club. I have no words to describe the place but simply breathtaking! The view of the various yachts berthed in the natural, deep waters of Sentosa Cove juxtaposed against the private housing apartments dotting the skyline is a sight to behold and remember!

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I was told prior to the talk that I would be speaking to middle and senior management. This information I got through the courtesy phone call with HR to discuss the topics appropriate for the session.

Not wanting to just speak about service excellence without emphasising the nuts and bolts, I decided to take a different approach to it by using Neuro-Linguistic Programming (NLP) as the overarching framework that supports the importance of service. After all, it again boils down to the perception of the customer or potential customer, doesn't it? And perception can affect businesses in many ways, especially businesses in the service industry. There are many modes of interaction in today's modern, tech-savvy way. In what ways can your customer assess your services and subsequently your staff's service standards? I can list so many of them...

It was interesting to see the audience participate in the vocal exercises which I designed to get them to speak better. Not forgetting getting them to reword certain sentences by selecting nicer sounding words. In a telephone conversation especially, all the listener has is his or her auditory capabilities. So great telephone etiquette skills too are a definite must! And with the NLP exercises, all were convinced that they now understood themselves better and this is indeed a useful skill which they can share with their other colleagues as well as apply in their daily lives.

If you ask me, there is really no secret to great service.
But if I'm hard-pressed to come up with one magical ingredient, it is really service from the heart that matters most. If you truly care for your customers and treat them as friends, your relationship will be a meaningful and long-standing one.

Cheers to great service :)


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We are all busy people. But no matter how busy you are, make sure you find some time  to reflect, think and plan.

During this festive season, try to slow things down. Spend time with the ones you love and care about. Take some time to talk with your spouse and kids about goals and dreams for the next year. Use this as a time to recharge your batteries (and not just by watching TV the entire time), and with excitement, think about a handful of changes or additions you want for your life in the new year. Is it your image or your body or your eating habits?

Well, believe it or not, one month (yes, that's January) has already gone by. This leaves us with only 11 more months to dream and achieve our dreams. As a lifestyle coach who works with others to improve the quality of their lives through grooming and fitness, I am a firm believer that you will find the act of reflecting, thinking, dreaming and planning to be one of the most gratifying exercises you can do that will positively impact the  rest of the months ahead. After all, if you fail to plan, you plan to fail.

So, let’s all take a moment to gather up the past year of victories and defeats, growing as well as those times of stagnation, and use it to wipe a clean slate and thoughtfully design the road ahead the way we truly desire it to be.

A master once said that people in this world can be classified into three categories. People who make things happen, people who watch things happen and people who ask "what happened"?

Let me share with you how this translates into action or inaction in our daily lives. Hmm...let's use running as an example.

The person who has not run before but knows that running is a good step to improving his stamina, fitness levels and help him lose weight will put on his track shoes and run. He belongs to the first category of people who take action. Never mind if he starts to pant or perspire like no tomorrow. He just bites the dust and gets the job done by running. They make things happen.

People who watch things happen are those who may be interested to try running but often would adopt a 'wait and see' attitude as they are afraid to take the plunge. There are a lot of  'what-ifs' in their mind. They would rather forgo the premier leadership position and sit by the sidelines watching others run the first run. If others return safe and sound, they may then decide to try running.

The last category of people - people who ask 'what happened?' are the toughest nuts to crack. They seem oblivious to the surroundings and are living in their own self-designed microscopic world. To them, the world revolves only around their own feet and for themselves alone. So often, they are too busy with themselves than to take notice of what happens around them. Even when others have run past them or opportunities have come and gone, they would still be
100% clueless. We all aspire to lead a healthy lifestyle free of all diseases and worries. We all aspire to look good and feel good. If you just replied 'no', you are lying to yourself. Looking good and feeling good are like two tickets to the front-row seats of any concert offerings. They present us a springboard to a better paying job, promotional prospects and having the qualities to attract the ideal opposite sex.

Pause for a moment and ask yourselves - are you someone who ask 'what happened?', watch things happen or make things happen? If you are serious about living your life to the fullest and being a better human being, there's no 'ifs and buts'. It's about chasing your dreams. For where the past lies is but a distant memory, for the future is the seat of stark reality.

Like how I have impacted the lives of hundreds who have attended my workshops, talks and trainings, I still choose to be one to help you create the future of your dreams.That is if you give both of us a chance by taking action today.
 

See you at the top!

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