Hi all, it has been a week since my last post?
Well, here is another one.
Last Monday I went to "The Living Room", Westin, KL for light lunch alone. I am quite frequent over there as i am a Starwood Privilege member. The ambience is great, has free wifi and the price. There was buffet lunch served but i just ordered "murtabak" as i had late breakfast. And the story begins here :
"A win win strategy"
After i have placed my order, i logged into the internet to reply some of my emails. Then a waitress come by and asked "Have you placed your order?" "Are you able to log into the internet?" well, i answered Yes! After a one minute the waitress came again with a bowl of "crab meat+cucumber soup (looks n taste like sharkfin soup) and some bread and butter. "Your murtabak might take a while to cook, why don't you enjoy your soup and bread while waiting for it?" Well, since it is free food why not? Such proactive action does not only mitigate the risk of any customers having the long waiting face, they understood their client dining experience (do not want to wait long). What does Westin have to loose? Nothing! THe soup and bread are from one of the buffet counter. So less wastage, more satisfied customers - win win . We call this Anticipating and Meeting customer needs.
Be Proactive and Decisive
My murtabak came to me after 15 minutes. Taste good plus with my membership privilege, you won't believe how value for money it is. There were 2 big pieces. While i was finishing my 2nd piece, i have bitten something hard. Ohh! it is a small bone / stone. Not too sure. Well, I know that that is accident as from my many past dining experience here, everything is ok. So i leave it and continue with my food. Some how, one of the waiter noticed my weird face looking at my food. he approached and ask" Is everything ok , sir?". Well, since you asked, i will tell you. He apologised and immediately went into the kitchen and brought the TaiKo of the restaurant out - The Chef! The Chef asked again and i told them about the small stone. THe Chef ,immediately acknowledged their mistake and offered to change my meal and says he will look into the ingredients in the kitchen immediately. But i was nearly full and turn down their offer. The clever Chef then offer me a platter of fresh fruit. hmm1 dessert, why not. Am i mad with what i have in my food? Well, a little concern initially but after their explanation , action taken and offers to me, I believed that the case is just incidental. i am ok and enjoyed my fresh fruit platter (not from the buffet counter)
So what is the lesson learned?
May of us in business focuses our effort in meeting customer needs. Have we actually put more thoughts into anticipating customer needs or even exceeding it? Does our company has such brand culture? Have we use such high standard of customer service to differentiate us from competitors? We should constantly ask ourselves such questions. Branding is not just about, promotion, taglines or advertisement. It involves the whole operation of a company.
Points to note/lesson learned :
1) anticipate customer needs : just like the offer of the soup and be sensitive to customer experience by offering assistance and take quick and effective action.
2) meeting customer needs : having to do this is not good enough. meeting customer needs is already basic requirement for any services industry or even product focused companies. It is a MUST have attributes in all companies
3) Exceeding customer needs : If you want your brand to be differentiate from others, exceeding customer needs might be your key success factors. we should go beyond meeting needs, we should constantly talk to our customers, understand them and offer solutions to them sincerely. Stop the attitude of "We have done enough for customers!" Customers preference and needs changes by time and we should to.
Either we take good care of our customers or our customer will "take care" of you (also by viral marketing but in the negative way)
Saturday, June 7, 2008
Friday, May 30, 2008
Resourceful to resources
Many says that consultants are "Con sultans". They only know how to talk and come out with nice words to convince management on next course of actions. Is it true? that easy? Well maybe for some.
I am now consulting a company on its brand strategies which is the key success factor in getting them awarded Brand Promotion Grant up to RM 2 mil. How could i consult a company without understanding its business, market and customers? Thus, most time is allocated to facts finding. I would just like to share where can we get cost effective resourceful info and statistics.
Access to Economic reports & statistics
For businesses which are exporting, i highly recommend for you to visit MATRADE library located at 2nd floor of Menara MATRADE, Jalan Duta. In the library, you can have access to market reports and country business profiles both printed and database. For example, you can get reports done by Euro Monitor International which cost you hundred or even thousands or USD to get a single report. Over here, define your search, get help from their friendly customer service and you are minutes away in getting critical information to support your business decisions. You can look for information by countries, by products, by industry and more. There are also many periodic agazine available. The best thing is that it is free. You just need to photocopy the selected pages with a nominal fee. So what are you waiting for?
Today i have managed to get some profiles on electrical appliances which could help me determine the demographic, market share and consumer behaviors.
Getting cost effective consumer feedback via forum and blog
Economic reports and statistics are secondary data. What about primary data or direct responses from the consumers? conduct a focus group? Interview? email or face to facce survey? Well, most of the above methods are in controlled environment. In addition, not every client has the budget especially SMEs. So what are we going to do? Thanks to advancement of technology . First there is online forum and now Blog. Tanks to web 2.0. Online users express their thoughts freely in the internet. The question is not about whther is it good or bad content. Most important MOSTLY are genuine content. By searching with some keywords, yesterday i found out so many interesting comments from online user pertaining their experience in using my client's product. These comments, compliments, complaints serves as important information for us to improve ourselves and to advance ourselves. Hehee! Well, it makes my job easier, more relevant and cost effective. so have you try to search on the net to see how others are perceiving your brand or product? If not yet, I think you better start now. Word of mouth is the most powerful marketing tool but it can be the most powerful weapon to kill our business too.
Lesson learned / points to note
I am now consulting a company on its brand strategies which is the key success factor in getting them awarded Brand Promotion Grant up to RM 2 mil. How could i consult a company without understanding its business, market and customers? Thus, most time is allocated to facts finding. I would just like to share where can we get cost effective resourceful info and statistics.
Access to Economic reports & statistics
For businesses which are exporting, i highly recommend for you to visit MATRADE library located at 2nd floor of Menara MATRADE, Jalan Duta. In the library, you can have access to market reports and country business profiles both printed and database. For example, you can get reports done by Euro Monitor International which cost you hundred or even thousands or USD to get a single report. Over here, define your search, get help from their friendly customer service and you are minutes away in getting critical information to support your business decisions. You can look for information by countries, by products, by industry and more. There are also many periodic agazine available. The best thing is that it is free. You just need to photocopy the selected pages with a nominal fee. So what are you waiting for?
Today i have managed to get some profiles on electrical appliances which could help me determine the demographic, market share and consumer behaviors.
Getting cost effective consumer feedback via forum and blog
Economic reports and statistics are secondary data. What about primary data or direct responses from the consumers? conduct a focus group? Interview? email or face to facce survey? Well, most of the above methods are in controlled environment. In addition, not every client has the budget especially SMEs. So what are we going to do? Thanks to advancement of technology . First there is online forum and now Blog. Tanks to web 2.0. Online users express their thoughts freely in the internet. The question is not about whther is it good or bad content. Most important MOSTLY are genuine content. By searching with some keywords, yesterday i found out so many interesting comments from online user pertaining their experience in using my client's product. These comments, compliments, complaints serves as important information for us to improve ourselves and to advance ourselves. Hehee! Well, it makes my job easier, more relevant and cost effective. so have you try to search on the net to see how others are perceiving your brand or product? If not yet, I think you better start now. Word of mouth is the most powerful marketing tool but it can be the most powerful weapon to kill our business too.
Lesson learned / points to note
- Support your proposal with facts! no matter you are a consultant, marketing manager or just an executive
- Be resourceful in the mnost cost effective way. You do not always have to have high budget. Well, having low budget doesnt mean you can do any branding.
Thursday, May 29, 2008
I am back!
It has been almost a year since the days of The Firm season 1. Kind of ashamed of myself for not updating my blog despite it was an eventful year. Caught up with too many things but yes, it is still only an excuse.
Why am i back again? Tonight, i digged out some DVDs and watched the movie "The Inconvenient Truth". It is such a great movie (which might be a boring one for some people)! The message conveyed in the movie inspired me to write again and to share my thoughts. Al Gore's presentation on global warming has really ignite me that the world is changing without waiting for us to act. Either we change the world or the world will change you.
I do not know why but i tend to always embrace the messages in a movie into business sense. There are just so many lessons we could learn from a movie to not only improve our personal lives but also improve the way we do business.
I do sincerely hope. No! i should not hope . I should act and will try my best to be committed to share my thoughts again.
Whether anyone will be listening to me? i am not sure. The intention is to share. I take it as a personal obligation to make our world better.
Starting tomorrow i will start with my 1st thoughts!!
Keng Teck, don't disappoint yourself!!
Why am i back again? Tonight, i digged out some DVDs and watched the movie "The Inconvenient Truth". It is such a great movie (which might be a boring one for some people)! The message conveyed in the movie inspired me to write again and to share my thoughts. Al Gore's presentation on global warming has really ignite me that the world is changing without waiting for us to act. Either we change the world or the world will change you.
I do not know why but i tend to always embrace the messages in a movie into business sense. There are just so many lessons we could learn from a movie to not only improve our personal lives but also improve the way we do business.
I do sincerely hope. No! i should not hope . I should act and will try my best to be committed to share my thoughts again.
Whether anyone will be listening to me? i am not sure. The intention is to share. I take it as a personal obligation to make our world better.
Starting tomorrow i will start with my 1st thoughts!!
Keng Teck, don't disappoint yourself!!
Thursday, August 16, 2007
Life in "The Firm" - Vol 1
First of all, i got to apologise for not updated my blog. I have been following the blog discussion http://thefirmntv7.blogspot.com/ and recently on http://chinese.cari.com.my/myforum/viewthread.php?tid=897417 -a chinese language forum on "The Firm".
In this posting, i will share my experience during the days in "The Firm" and i will try to keep it short and sweet. Then i will post Life after "The Firm". Hope all will be coming in and keep in touch ok?
Life in THE FIRM
1st time in front of camera
A lot of people must be envying people like us and other celebrities for being able to be on screen. But let me tell you, it is never easy even for a reality show. Imagine how does it feel when the camera following you where ever you go while you are on mic. I still can recall once when I was on wireless mic and doing my business in toilet. Cameraman and sound technician will be able to hear everything. I don't think i want to elaborate more.
Most of you would enjoy scenes where we argue a lot and when controversial discussion on set. Sometimes you would just want to kick the cameraman off. There was no privacy at all. But after 1st and 2nd episode, most of us got used to it. Cameraman are invisible to us when we brainstorm, executing our tasks and even in the boardroom.
So think again if you want to be in TV.
Balancing between work, family and shooting
Enjoy your 1 hour show every sunday from 9pm to 10pm? It is a result of hard work by everyone involved in the production. The constestants, directors, cameraman, producers and even interns whom have helped us a lot in logistics - all dedicated to produce the best for YOU.
For 1 episode, it takes 5 to 6 days to shoot from morning till night. For the "Gaya" shots like walking in and out from the lift or getting down from the car, it might take hours to shoot just to give you the few seconds ultimate viewing experience. Other than that, everything else are real. Our anger, emotions , happiness are all real. If not mistaken, total shooting hours for an episode can go as high as 50 hours and it needs to be edited into 45 minutes. I salute the editors.
So, we are businessmen and employees. What do we do? Most of us would just have midnights to handle our own business while those under employment would have to take unpaid leave and still need to manage bosses expectation to make sure you still have your chair when you go back.
Some of us are married, some would still have roles to play to take care of other family members. We really don't have much time for them and every minute together is precious moments. My wife was pregnant when i was in "The Firm". She will need extra care but ..... haii!!!!. Luckily she was very supportive for me to contest in the show.
Having said that, life in "The Firm" was really fulfilling and fun!
With the contestants off cam!
It seems like we hated each other so much in the show but off cam, it was totally different. When given any task, our only concern and focus were to WIN. We give our best to win. Of course every individual have our own characters and leadership styles. As such, conflicts and drama comes into play.
What happen during rest time or off cam? We were a bunch of crazy people enjoying ourselves, trying to know each other better, joking like nuts and enjoying every laugh we had. Everyone has high interest on what other is doing and already exploring some partnership in real business world. So, who knows? there might be an up coming conglomerate consists of directorship from 10 contestants! hhaha.
The Tasks and The Real Business World
From the show, the tasks seems easy and manageable. But let me tell you! The time, budget and resources given is somewhat impossible to be implemented in the real business world. You will be given only few hours to brainstorm (with people u hv not worked togeher B4 -in earlier stage), plan ahead what are you going to do tomorrow, prepare then execute. It is either Do or Die!
In the real business world, you will have more budget, more time, more people, more suppliers in short much more resources to implement the same task and to get the similar results. So, for those who thinks that anyone of us are doing a bad job in the task, think again!! The pressure was unbelieavable.!
Hmmm! What else to talk about?
Why not you all ask and i will try to answer!!
In this posting, i will share my experience during the days in "The Firm" and i will try to keep it short and sweet. Then i will post Life after "The Firm". Hope all will be coming in and keep in touch ok?
Life in THE FIRM
1st time in front of camera
A lot of people must be envying people like us and other celebrities for being able to be on screen. But let me tell you, it is never easy even for a reality show. Imagine how does it feel when the camera following you where ever you go while you are on mic. I still can recall once when I was on wireless mic and doing my business in toilet. Cameraman and sound technician will be able to hear everything. I don't think i want to elaborate more.
Most of you would enjoy scenes where we argue a lot and when controversial discussion on set. Sometimes you would just want to kick the cameraman off. There was no privacy at all. But after 1st and 2nd episode, most of us got used to it. Cameraman are invisible to us when we brainstorm, executing our tasks and even in the boardroom.
So think again if you want to be in TV.
Balancing between work, family and shooting
Enjoy your 1 hour show every sunday from 9pm to 10pm? It is a result of hard work by everyone involved in the production. The constestants, directors, cameraman, producers and even interns whom have helped us a lot in logistics - all dedicated to produce the best for YOU.
For 1 episode, it takes 5 to 6 days to shoot from morning till night. For the "Gaya" shots like walking in and out from the lift or getting down from the car, it might take hours to shoot just to give you the few seconds ultimate viewing experience. Other than that, everything else are real. Our anger, emotions , happiness are all real. If not mistaken, total shooting hours for an episode can go as high as 50 hours and it needs to be edited into 45 minutes. I salute the editors.
So, we are businessmen and employees. What do we do? Most of us would just have midnights to handle our own business while those under employment would have to take unpaid leave and still need to manage bosses expectation to make sure you still have your chair when you go back.
Some of us are married, some would still have roles to play to take care of other family members. We really don't have much time for them and every minute together is precious moments. My wife was pregnant when i was in "The Firm". She will need extra care but ..... haii!!!!. Luckily she was very supportive for me to contest in the show.
Having said that, life in "The Firm" was really fulfilling and fun!
With the contestants off cam!
It seems like we hated each other so much in the show but off cam, it was totally different. When given any task, our only concern and focus were to WIN. We give our best to win. Of course every individual have our own characters and leadership styles. As such, conflicts and drama comes into play.
What happen during rest time or off cam? We were a bunch of crazy people enjoying ourselves, trying to know each other better, joking like nuts and enjoying every laugh we had. Everyone has high interest on what other is doing and already exploring some partnership in real business world. So, who knows? there might be an up coming conglomerate consists of directorship from 10 contestants! hhaha.
The Tasks and The Real Business World
From the show, the tasks seems easy and manageable. But let me tell you! The time, budget and resources given is somewhat impossible to be implemented in the real business world. You will be given only few hours to brainstorm (with people u hv not worked togeher B4 -in earlier stage), plan ahead what are you going to do tomorrow, prepare then execute. It is either Do or Die!
In the real business world, you will have more budget, more time, more people, more suppliers in short much more resources to implement the same task and to get the similar results. So, for those who thinks that anyone of us are doing a bad job in the task, think again!! The pressure was unbelieavable.!
Hmmm! What else to talk about?
Why not you all ask and i will try to answer!!
Monday, July 9, 2007
Why exactly am I doing in "The Firm"?
We don't know what is the prize nor given any kind of remuneration for committing almost 3 months of production (for those who survive till the end) day and night, average of 6 days each week.
As an entreprenuer, time is money. It is surely an opportunity cost. Am i crazy or stupid to participate in it? Maybe yes maybe no.
In the month of Jan 2007, NTV 7 advertised to recruit contestant for "The Firm". Co-incidently, i have just completed my branding project with Mayflower Travel. My 2nd project will only start in end Feb 2007. Having more free time, I spent most of my time doing my marketing and reading more branding articles and books as well as spending more time with my family especially my parents.
The registration form was very simple to fill. Just fill in some questions about leadership and can either fax or email. Well, why not give it a try? Don't think will get it anyway as all my life, my fortune has to be earned with hard work and dedication.
After a week, Michael - the assistant director call " I am Michael from Popiah, can you come in for interview?" I ask "Popiah?" I don't believe i have apply a job to work in a popiah stall. Only after Michael explaining what is it all about that i realise i am shortlisted for "The Firm". Well, what the hack, just go and see what are they up to!
I went for the interview which was conducted by Anne - the producer. 1st time being intrerviewed infront of camera. Little bit weird. I was not nervous as i was not really hoping that i would be shortlisted. I just be myself, explain my view on leadership and blah blah blah!!!!.
Another call came after a week. "Keng Teck, you are 1 of the 10 contestant which we have shortlisted". Only then i start to think whether i should commit myself into the show.
In my whole life, i have not been taking big risk until last year decided to be an entrepreneur. Life is short and i started to realise i have not done much for myself. This is a chance for me to know myself better and to challenge myself too. As a normal corporate person, we always think that we are good and we can perform. However, most of the time is from our own perspective. I want to use this opportunity to challenge myself on how to deal with different people, different brand, limited time, limited resources and most importantly whether i could work like hell and yet able to take care of my family.
It is not so much of the prize (we don't even know what it is!). Nevertheless, getting it would be a great motivation to move forward too. In addition, I might be able to have a big contract with a MNC who pays me higher than what i earn as an entrepreneur.
Decision made! Contract signed! No return!
Either i will remain unknown to many people or become popular. I have to prepare myself as being popular can be in the negative or positive side. What ever it is, my decision made is to "Win myself".
Will i remain in the show until the end? You will see!
We don't know what is the prize nor given any kind of remuneration for committing almost 3 months of production (for those who survive till the end) day and night, average of 6 days each week.
As an entreprenuer, time is money. It is surely an opportunity cost. Am i crazy or stupid to participate in it? Maybe yes maybe no.
In the month of Jan 2007, NTV 7 advertised to recruit contestant for "The Firm". Co-incidently, i have just completed my branding project with Mayflower Travel. My 2nd project will only start in end Feb 2007. Having more free time, I spent most of my time doing my marketing and reading more branding articles and books as well as spending more time with my family especially my parents.
The registration form was very simple to fill. Just fill in some questions about leadership and can either fax or email. Well, why not give it a try? Don't think will get it anyway as all my life, my fortune has to be earned with hard work and dedication.
After a week, Michael - the assistant director call " I am Michael from Popiah, can you come in for interview?" I ask "Popiah?" I don't believe i have apply a job to work in a popiah stall. Only after Michael explaining what is it all about that i realise i am shortlisted for "The Firm". Well, what the hack, just go and see what are they up to!
I went for the interview which was conducted by Anne - the producer. 1st time being intrerviewed infront of camera. Little bit weird. I was not nervous as i was not really hoping that i would be shortlisted. I just be myself, explain my view on leadership and blah blah blah!!!!.
Another call came after a week. "Keng Teck, you are 1 of the 10 contestant which we have shortlisted". Only then i start to think whether i should commit myself into the show.
In my whole life, i have not been taking big risk until last year decided to be an entrepreneur. Life is short and i started to realise i have not done much for myself. This is a chance for me to know myself better and to challenge myself too. As a normal corporate person, we always think that we are good and we can perform. However, most of the time is from our own perspective. I want to use this opportunity to challenge myself on how to deal with different people, different brand, limited time, limited resources and most importantly whether i could work like hell and yet able to take care of my family.
It is not so much of the prize (we don't even know what it is!). Nevertheless, getting it would be a great motivation to move forward too. In addition, I might be able to have a big contract with a MNC who pays me higher than what i earn as an entrepreneur.
Decision made! Contract signed! No return!
Either i will remain unknown to many people or become popular. I have to prepare myself as being popular can be in the negative or positive side. What ever it is, my decision made is to "Win myself".
Will i remain in the show until the end? You will see!
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