..be transformed by the renewing of your mind

Had an eventful day– work–> nlb–>school–>supper–>–eventful night–>a & e

Now it’s 4 am and i’m finally home and waiting for my hair to dry.

Observed a lot of things at the “nightspot” with someone which made me reflect a bit on the way things are done. However, I have more things to say regarding the waiting time but shan’t comment much due to sensitivity. I do know how to get the waiting time shortened just now, as it’s really needed, not faking at all.

It’s just like the old days, me sleeping on the sleeper unit while he slept on the bed, and me studying for my geog test on foolscap paper..But now, I’m “sleeping” on those flexible-back chairs, while trying to do my work on my laptop. Times have changed huh.

Below are just my own views, no representations or whatever nots intended on whosoever’s behalf.

To those who are working, what’s most important to them is : 1. Efficiency 2. Professionalism 3. Effectiveness

To those who are waiting for the service, what’s most important to them is 1. Needs being met 2. Problem to be solved 3. Good explanation and patience.

As you can see, there is some conflict of interest discussed here. Sometimes, it’s hard to meet the both parties’ expectations.

But truly, I believe, a customer doesn’t care how professional/efficient/effective unless you are able to meet his/her needs as urgent or as immediate as he/she requires it. In other words, they don’t care how much you know, until they know how much you care. Customers don’t really bother about rules, as their needs are so important to them at that time. Inflexibility due to regulations created initially to benefit customers end up frustrating the customers. At this point of time, the staff should have discretion and bend the rules a bit (or close one eye), but as it permits—This will only occur, when the staff shift his/her focus on the staff’s current needs to the customer’s current needs. Sacrifice is inevitable on the staff part, reports may be done later, need to stay back a while longer to finish stuff— But through this way, good service can then be provided and the customer can be satisfied.

And when approached by a customer regarding anything or any question, it is extremely important to focus on the person infront of you. Forget about the report you are passing, or that information you are doing on the computer, because that person needs your explanation, assurance and real patience and understanding. If you just try to say something to brush off the customer, the customer will only get disatisfaction and end up suffering more with more doubts and unanswered questions which will lead to worries.

It will be worse when a customer loses patience, and the staff scolds the customer instead (like “suan” him/her). This will greatly hurt the customer, and make him/her lose faith in the whole organisation, even everyone else.

Patience, sincerity, a sense of urgency, and seeing the overall picture to take critical important decisions for the customer is highly valued by the customer.

Professionalism is just the surface outward appearance, what is most important is the heart behind it.