ABOUT ME

I was merely 10 years old when I had my first taste of the retail world, though seemingly not so to some. Regardless of what people may say, running around the entire school compound, entering class by class to sell magazines to students was not an easy job.

My next venture into the retail business was when I was 14. Looking forward to earning some extra cash, I took on the job as a sales boy in my uncle’s provision shop during my school holidays. In the past, a sales person in a provision shop not only had to serve the customers within the store’s premises – the service extended beyond it, all the way to their doorsteps. After having chosen and bought their groceries, I was allocated to deliver their products to their doorsteps. It was definitely not an easy task having to carry merchandise that weighed almost half as much as you do, especially when there was not a lift on every storey in the flats then.

My hunger for the retail business grew bigger when I was 16, and I began working at a fast food restaurant then. At that time, fast food outlets were not working on the self-service formula. The staff actually had to serve the customers, as would a waiter in a restaurant.

It was October 12, 1985. I had just completed my National Service and was looking for a job. Singapore was going through a tough time and it was difficult trying to find a job then. However, I was lucky enough to land myself in a job as a sales assistant at this Japanese hardware store. Working with the Japanese has taught me plenty, especially in the service area. Their culture is reflected through their behaviour towards customers as well, and it is something that I have often acknowledged and respected.

I again got the opportunity to train under a Japanese when I joined SOGO, a now defunct department store. After which, I was headhunted by another company to start up a retail store. I had to partake in the frontline job as well, such as conducting outdoor sales.

With all the experience I have accumulated throughout my career, I believe that the knowledge which I will impart to you through this book will be helpful.

Due to my love for shopping and traveling, I was able to observe the service standards in the other countries. Based on what I’ve seen so far, I believe that our country can improve drastically to increase our service standards. However, we are a small country and we can only do so much – our resources are limited; without much environment to train and improve, our service standards remain where they are throughout the times. Therefore, I have published this book with the hope that it will enlighten several retail sales associates and enable them to help Singapore in realising their goal of obtaining better service standards.

The presence of customers is essential for a store’s survival. Therefore, in order to retain and attract more customers, better service standards are required from them. With better service quality, the image of the country is improved as it reflects on the way we treat foreigners and visitors in our fair island. Thus, it is of utmost importance that we show others what we are capable of and welcome them with all our hearts into our home. I hope that this book is of help to people like you who are responsible for the improvement of the service standards in our country and help better the situation of the service quality in our country.