Sunday, July 28, 2013

Adding a splash of colour



I love the colours of teal and coral. An unlikely combination, yet the kingfisher has feathers of teal and coral.

In colour psychology, teal heals the emotions and signifies trustworthiness,  reliability and commitment. It is a colour that recharges us during times of mental stress and tiredness, alleviating feelings of loneliness. The colour coral symbolises energy, warmth and joy. It is associated with characteristics such as homey, welcoming, excitement or adventure.

So as the time has come to give the exterior of our house a new coat of paint, teal walls and  coral doors won hands down over the original grey.

I would like to see our lives as a spectrum of colours. When I made my first trip to London in 1982, I had a 7R photograph of myself in jeans and an anorak at the changing of the guard. As computer graphics were non-existent then, I used the letter set dry transfers to print the words on the photo - ‘Colour my world in technicolour’.

Colours reflect our experiences, moods and passage of development. When we are exuberant, we burst into colour. Our days are radiant and bright with beautiful prints – the entrance into university, the first job, the first child. When we are trapped in sad situations our days are grey and the world is black – the failure, the retrenchment, the break-up. Yet, we take comfort in the proverb that ‘this too will pass’.

Colours also reflect our perception of things. It is so true that when I was a child, I talked like a child, I thought like a child, I reasoned like a child. When I became a woman, I put the ways of childhood behind me. But sad to say, some of us are arrested in our own development as we refuse to let go of negative experiences and emotions that continue to grip us.

I remember during my first year in Ireland, I continually made a mental assessment and comparison of this country and the country where I was born. It is not unusual that I would say ‘In Malaysia, we would do this and we would do that….’ It was the soul trying to make sense of the new while appreciating the old and the familiar. The meandering, laid back pace of the countryside was a vast contrast to the fast-pace of city living where efficiency, promptness and reliability meant observing time frames.

I used to watch in amusement  when the customer and the cashier chatted about the weather and who had died recently while the rest of us waited in queue to pay for our groceries. I also had to consciously remember that the post office and the bank closed during lunch hours. In short, I would see red.

Now I watch with empathy when the customer and the cashier chatted about the weather and who had died recently while the rest of us wait in queue. I think that the cashier has loads of patience when she hears the little old lady muttering about her daily endeavours. I think the little old lady must have felt good to have someone listen to her daily endeavours. When she fumbles for her debit card to pay for the groceries, and the cashier says, ‘Take your time, there’s no rush. Whenever you are ready’, I think that is kind and I notice that there is a fuzzy glow of warm orange within me.

There is an elderly crowd here and even in their 80s and 90s, their minds are as bright as a button. Maybe it is because of the freshness of the natural surroundings, maybe it is because they take the time to soak in the colours of living and learning.

It is a pity that with massive development in the city the skyline is no longer what it used to be. Beautiful heritage houses give way to skyscrapers and green lungs and pristine forests vanish as lucrative plantations and condominiums encroach into them.

I have learnt to enjoy the blue of the sky, the purple of the lavender and the green of the fields. Just when I watch my children grow and fly the nest, I am thankful that I am surrounded by people who care for me and  I have learnt to live life.


As I look at Tony the painter put the final touches of teal and coral on the house,  Michael and I will have a new splash of colour in our lives. The old is gone, and the new has come.

Sunday, July 14, 2013

Companies should keep loyal clients happy

WE all like to hide things safely away. Why, even squirrels hide their nuts in places that they can unearth when food is scarce in winter. One of the many things that I like to hide is chocolate. This habit could have stemmed from when I was a young mother and I did not want to let my children eat too many chocolates at one go. So I would hide them, (especially after birthdays when well-meaning guests give loads of chocolates), and then "produce" them from their hideouts as occasional treats.
Recently, a chocolate company announced that it was recalling a chunky bar because some bits of plastic were found in it. So I checked my chocolate stash. Sure enough I had six bars of the affected brand sitting smugly in the hidey hole. The company promised a full refund and free postage for the return of the affected bars.
I debated whether to post the chocolates back to the United Kingdom. I argued that there would be very little chance of finding plastic bits in my collection and even if they were there, I would be careful enough to spit them out. But then again if I were to choke on one and have to be rushed to the emergency room, I can visualise the company personnel admonishing me, "I told you so" and washing their hands off any law suit. So, I dutifully posted them as instructed and waited, convincing myself that this was an example of good customer service.
I think I can actually count on my fingers the number of times I was served well in Malaysia. Cashiers sat with dour faces at supermarket counters. Inconsiderate people with their trolleys filled to the brim used the express lanes and no supermarket personnel was doing anything about it. Restaurants that conveniently forgot which customers came earlier and served those who came in later, first.
With so many brands in the market, many companies' present obsession appears to be to gain customers, but not to service loyal customers well. When I call about a complaint more often than not I would be left on hold as the music plays on the other side of the phone. Even if I am attended to, it is no surprise if I am passed on from person A to person B until hopefully I get to speak to the right person. More often than not, I will be speaking to a recorded message, telling me to press A if I am a new customer and B if I am a current customer.

After waiting for endless minutes to trickle while the phone bill is escalating, I have managed to fool the recording machine. Even if I am a current customer and I am supposed to press B, I press A for new customer instead. The speed at which I am attended to is not rocket science.
Some days ago, we decided to change the service provider for the telephone and the broadband. We were immediately inundated with phone calls and email asking us why we decided to change and they counter offered with "better" packages to try to lure us back.
The question is, if these packages were on, why did they not try to convince us while we were still their customers? A similar example was when I decided to change my credit card after having paid the service fees for years. Immediately the credit card company called me and said if I remained as their customer they would hitherto waive the service fees for as long as I lived.
Unless there is not much choice, I prefer to go to the little shop around the corner. It is like the sitcom Cheers of yesteryear where when you enter the shop, everyone knows your name.
There will be a short exchange of greetings and then even if you have lost the receipt you can still bring the item back to exchange since the storekeeper remembers that you bought the item from him not too long ago.
But then again, there are some big concerns that do take care of their customers.
There is this story about Sainsbury's Tiger bread. A three and a half year-old girl wrote to the company in May 2011, saying the bread looked more like a giraffe and suggested that it should be called giraffe bread.
Chris King from Sainsbury's customer services team replied: "I think renaming tiger bread giraffe bread is a brilliant idea -- it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn't it?" With the letter was a STG3 (RM12.90) gift card, and it was signed "Chris King (age 27 & 1/3)".
Tiger bread has since been renamed giraffe bread.
So as for the return of the tainted chocolate bars, I received two postal orders from the UK, a full refund for the affected chocolate bars, with a little extra on the side. I will be their grateful customer for life.


Source: Companies should keep loyal clients happy - Columnist - New Straits Times http://www.nst.com.my/opinion/columnist/companies-should-keep-loyal-clients-happy-1.318818?cache=03d163d03edding-pred-1.1176%252F%253Fpfpentwage63dp%253A%252Fhe3d03dn63frea-rti3d19.3d163d03edding-pred-1.1176%252F%253Fpfpentwage63dp%253A%252Fhe3d03dn63frea-rti3d19.111w5ii%252Fed-%252F7.174045%253Fkey%253Dmalaysia%253Fpage%253D0%253Fkey%253Dmalaysia%2F7.358894%2F7.454177%2F7.454177#ixzz2Z1uEXo9z