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interviewed by the Straits Times. Invitation etiquette

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interviewed by the Straits Times-

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The Power of the “Perfect Sorry”

This piece is prompted by the furore caused by Shinzo Abe’s recent apology for the “immeasurable damage and suffering” committed by Japan during the war. “I bow my head deeply before the souls of all those who perished both at home and abroad. I express my feelings […]

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A little preparation goes a long way

An American businessman of Indian origin was travelling through Asia and the Sub-continent. He was accompanied by his team of Caucasian colleagues, all junior to him. He told me that at every single meeting he attended, the Asians/ Indians from the companies that he was visiting would […]

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How to make your customers stick to you like glue

This one is for you, Singapore Airlines. And you, Virgin Australia. When things go wrong, as they always do, as a service provider, you have the perfect opportunity to create a raving fan by choosing your response. Because within each customer lurks the secret, unexpressed fear -” […]

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How to drive your customers away

This one is for you, Qantas. 1. Make yourself inaccessible ( Good luck trying to speak to an actual, living,breathing person). And if our call is that important to you, pick it up. Quickly! Don’t make us wait endlessly listening to pre- recorded messages telling us how […]

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Making your customer feel “seen”

How rare, how refreshing to be SEEN, to be treated as an individual by a service provider. While most organizations claim to treat their customers as individuals, most of the time they are just paying lip service to the idea. I recently stayed at the Taj Vivanta […]

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Moving past political correctness

The Barack Obama that the world fell in love with, is back. I was moved by his eulogy for Clementa Pinckney today. It was natural, sincere and he spoke with conviction. At times, over the last few years, I wondered where the real Barak Obama had gone. […]

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Same content, different delivery

It’s commonly known that tone and body language plays a much larger part in comunication than words. So true. Arrived at a restaurant recently at 8.45 pm to be “welcomed” with the words ” you will have to hurry, you have only fifteen minutes to place your […]

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Smile…..for Facebook

The question is – what is behind the smile? I recently posted a photograph of myself with my friend , Priscilla, outside a lovely restaurant in Singapore. Towering arrangement of lilies in the background, smart waiters, we were smiling. The photo elicited immediate responses- one of which […]

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