Thank you, Mr Blue Waves

En Hanafi from Blue Waves at Jusco Seremban

I went to the Jusco store in Seremban to do some Chinese New Year shopping. The place was crowded and the trolleys disappeared like hot cakes. I managed to grab one. Unfortunately, it was moving sideways instead of going straight.

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The security guard at the entrance watched my drama with the trolley. I said to him, "Troli ini cacat." That's Malay for "This trolley is crippled."

I was in a hurry. I picked up the things I wanted, put them in the trolley and struggled over to the cashier's. Only after paying did I begin to wonder how I would get to the carpark.

I was wrestling with the trolley all the way towards the entrance when, lo and behold, I saw the same security guard standing there with a smile on his face. Beside him was a trolley. He said he had found a good trolley for me.

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It's incredible! This gentleman knows exactly how to win more customers for Jusco!

His name is En. Hanafi (hope I got his name correct). He hails from the security department of Jusco known as the Blue Waves.

Thank you, sir! See you soon at ... Jusco Seremban!

Mr Blue Waves keeping a sharp lookout for customers in distress!

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To 'Poh Poh' with love

The 'golden girls' of the old folks' home

The Selangor King George V Silver Jubilee Home looks after 27 elderly women whom we call 'Poh Poh' in Chinese. It is run by a vibrant supervisor called Mdm Linda.

On 24 June 2009, the old folks at the home were showered with the gift of love. About 60 young men and women descended on the home, bearing gifts and carrying buckets of paint and an assortment of paint brushes. They were the participants from FSTEP who selected the home as their CSR project.

The home needed a new coat of paint but it was costly to hire a painter. When the FSTEP participants knew about this, they decided to paint the building for free.



Well, you need manpower to move furniture around before you can even start painting. 60 people are a formidable force. They pushed all the beds and other furniture to the middle of the building. Then, they picked up the paint brushes and painted every wall, every beam and every plank. When the job was done, the participants had also painted their faces, hands and clothes. Then, huffing and puffing, they moved all the furniture back to their original positions.



The army of participants did more than just painting the building. They also cleaned and scrubbed the building, the bathrooms, the kitchen and the drains around the home.

One of the elderly ladies said to me, “These young people sang to us, entertained us, fed us and painted our home. Where else can you get this kind of treatment?”

When it was time to leave, many of the elderly ladies reached out to grasp the participants’ hands and said, “Thanks! Please come and see us again.”

Mdm Linda walked the participants to the gate. Tears welled up in her eyes and trickled down her cheeks. She never thought that these white-collar graduates would dirty their hands, drag heavy furniture around and speak kindly to the old folks. She said the old folks would treasure this unforgettable day.

Well done, FSTEP participants! Every drop of paint has etched happiness on the faces and in the hearts of the ‘Poh Poh’ of the Selangor King Geoge V Silver Jubilee Home.

Kim Chow presenting a gift on behalf of FSTEP. 
The home supervisor Mdm Linda receives the gift.

Young People, Great Example (3)

Noel at the customer service counter in MPH Subang Parade

I've been tearing my hair out trying to order some books from MPH. I visited MPH Mid Valley but they couldn't confirm if the books were available. They assured me they'd ring me the next day.

The ‘next day’ stretched into a week. I rang MPH Mid Valley again. A gentleman assured me that somebody would ring me later that day. I waited in vain for more than 24 hours.

I decided to drop in at MPH Subang Parade to unravel the mystery. At first, I couldn't get anybody to help me. Either they were busy or they couldn't follow my drift. I was about to breathe fire.

Then, a petite young lady came over to see me. She introduced herself as Noel. She listened to my problem patiently and then assured me that she'd look into the matter immediately. She rang MPH Mid Valley and was on the line for a long while. The result was no better.

Finally, Noel decided to order the books for me. I was very grateful to her and asked, “You’re very professional. How long have you worked here?”

She replied, “Oh, just a few months.”

“Where did you work before you came here?”

“This is my first job. I’m a fresh graduate.” My jaws dropped.

Many thanks, Noel, for getting me the books against all the odds. I’m very impressed with your customer service skills. May you be blessed with a rewarding future.

Young People, Great Example (2)

The super duo Nick and Jerry

When my mobile phone conked out, I was wondering if I should buy a new phone through my credit card company. It offered a good discount but zero customer service. Finally, I decided against the risk.

I went to a shop in Giant Mall, Kelana Jaya. I got to know two young sales executives, Nick and Jerry.

Jerry sold me a new Nokia phone. He patiently taught me how to use the phone and its multimedia functions. I was very pleased with the crash course. Next, I wanted to transfer all the data from my old Samsung phone to the new phone. After a few attempts, Jerry said that the two phones were incompatible so he could not transfer the data. When I heard that, I was upset and made a lot of noise.

Jerry responded swiftly to pacify me. He said something positive, “Let me check with the computer guy. Let me see what I can do.” He got me what I wanted, by hook or by crook. He deserves praise for his ability to handle an irate customer.

Nick sold me a Bluetooth hands-free gadget. One day, the gadget stopped working at around 8pm. Feeling frustrated, I rang Nick for help. Nick answered the phone and spoke in a low voice. I could hear sounds in the background – like he was in a cinema. He told me it was his day off. Oh dear, I felt so bad for disturbing him. But I was impressed that he still takes calls from customers on his day off. Others would have switched off their phones and left their customers in the lurch. Nick deserves praise for his dedication.

Well done, Nick and Jerry! You are excellent role models for top quality, high standard, world-class customer service! I have met your boss and commended the both of you. I hope he awards you with a pay rise (chuckle!).

That's the lucky boss who is blessed with two super sales execs

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Young People, Great Example (1)

Zahrin at the Thunder Match Technology outlet in Carrefour Subang Parade

This young man surprised me as an excellent example in customer service. His name is Zahrin and he works as a technician for Thunder Match Technology at the outlet in Carrefour Subang Parade.

I bought a certain brand of antivirus software that ran into installation problems. At 6.15pm I rang the service centre and spoke to Zahrin. He told me he finished work at 7pm that night and advised me to see him the next day. However, I was desperate to get the antivirus installed so that I could use my laptop without any virus wiping off my data.

Zahrin told me to reach his office by 6.30pm but there was no way the traffic could allow me to perform this feat. I demanded to speak to another technician. Unfortunately, Zahrin was the only technician on duty that day, and of all days he had to leave early that day. I raised my voice indignantly. Zahrin did not react to my outburst. He remained calm, cool and composed. He told me to drive over to his office immediately. I grabbed two laptops and raced to Subang Parade.

I reached at 7pm. Zahrin began to install the software on my personal laptop. Then, I quietly pulled out another laptop and asked him if he could remove an old antivirus program. Although I had uninstalled the program, the antivirus was still lurking around in the computer, and prevented me from installing a new program. Zahrin was very knowledgeable. He knew exactly what the problem was and had the perfect solution.

In the end, Zahrin could only go home at 8pm - an hour late. His dedication as a customer service provider has made me a very satisfied and thrilled customer. The service centre charged me RM10 for each laptop. For all the trouble I have caused them, I would be pleased to pay more.

Dear Zahrin, you are the best! You have shown excellent performance in customer service! Bravo! Bravo! Bravo!

Zahrin with a colleague at the customer service centre

I can't believe it!

I talk to my friends and it’s always about the depressing politics, declining economy and deteriorating crime scene.

To make things worse, my car develops a strange electrical problem which my trusted mechanic can't fix. I call the EON service centre and they tell me to leave my car there overnight. Oh no, I can’t do that. I would be crippled without my car.

Sometimes, unpleasant situations are a blessing in disguise. Thinking hard to solve my problem, my brain goes into memory retrieval mode and downloads an old file – the archived information of a man who helped me when my car broke down over ten years ago.

In that incident, I was in Kuala Lumpur and my car wouldn't start. A friend gave me a number to call. I got through to a man who said he would send his men over. I did not have to wait long. Two men turned up, jump-started my car and I followed them to a shop near the busy and bustling Jalan Pasar. The shop belongs to a Mr Wong who repairs automobile electrical system.

I was advised to replace the alternator. It was dusk when the job was done. When it was time to pay the bill, I found I did not have enough cash. Mr Wong said without hesitation, “Don’t worry. Take the car now. You can pay me tomorrow.” My jaws dropped. How could he trust me, a total stranger? He said that was how he conducted his business – trust. I did not betray his trust. I went back to the shop the next day and paid him.

One day, a friend from Seremban came to Kuala Lumpur. His car stalled on a street. I told him to call Mr Wong who promptly sent his men. Later, my friend called me, “Mr Wong charged me for the new battery only. He didn't charge me anything for sending his men over to jump-start my car. I can’t believe it!”

Suddenly, I know why my car is misbehaving now – so that I can see Mr Wong again. This incredible businessman is now in his seventies. He is still the same affable man I know. When I tell him the problem, he gives his trademark response, “No problem. We’ll look at it right away.”

While waiting for the car to be diagnosed and treated, I chat with Mr Wong. I ask him, “Last time you didn’t charge for house service. Do you charge now?” He replies with a laugh, “No! I still don’t charge. No need. You pay the repair bill, that’s enough.”

A worker approaches and says, “It’s done.” I ask Mr Wong for the bill and he says, “RM15 only.” RM15 only? For a problem that my mechanic can't fix and EON Service has to keep my car overnight? I can’t believe it!

If your car needs an electrical doctor in Kuala Lumpur, you may want to give Mr Wong a call.

Mr Wong Yoon Sui

Yoon Sui Electric Service Sdn Bhd

5 Jalan Beruang

Off Jalan Pasar

55100 Kuala Lumpur

03-9221 8368

Sincere Cops

I wish to thank and salute these two exemplary members of the Royal Malaysia Police who went out of the way to help me:

• Lance Corporal 114116 RAHATAN BIN TAHRIN
• Constable 142296 ASRI BIN DARI

One night, I drove home past midnight. When I reached the house, I pressed the auto-gate remote control. The gate refused to open. I pressed the control again and again. Nothing happened.

My family was away for a few days so I couldn't call them for help. I sat quietly in my car and gathered my thoughts. My brain went into problem-solving mode. All of a sudden I thought of the police.

Why shouldn't I run to them for help?
Why shouldn't I trust them with my problem?

I drove over to the police station. I told the police officer on duty of my predicament. He was very helpful. He made a call and soon two policemen turned up at the station - one was a lance corporal and the other a constable.

Both policemen followed my car on a motorbike. When we arrived at the house, it was past 1am. They told me their plan. One of them would climb over the gate, go up to the house, open the main door with the door keys, go inside and locate the auto-gate manual switch.

As the policeman was clambering up the gate, he chuckled, “This looks like housebreaking.” The other policeman was amused. I had my moment of anxiety.

Oh dear, are the neighbours watching this “housebreaking”? Would they call the police?

Finally, the drama was over – the gate opened and I could get into the house. I was so grateful to the two policemen. I offered them some money as a token of my appreciation. Both declined without hesitation. I was taken aback. If I had to hire a skilled person to do the job, I might have to pay a handsome price.

The two policemen were adamant despite my persuasion. They touched their chests with their hands and said, “Kami ikhlas.” (We are sincere)

I will always remember them as admirable members of the Royal Malaysia Police who serve our country with integrity.