I had written to a local bicycle accessories distributor (sportsbilt.com) for some information regarding a particular product. The response, I must say, was exemplary.
1.
Hello Adrian,
I would like to know if you entertain members of the public or do you just deal with retailers. I would like to purchase a helmet for personal use and understand that you carry a wide stock. If you do entertain members of the public, what would be your opening and closing times? Am looking for a 'bell ghisallo(black/grey) though I would like to view other designs as well.
appreciate your advice,
Ed
2.
Greetings Ed,
Yes, we do entertain walk-in customers.
Our operating hours are from 9am to 5am. We are off on weekends. Please give us a call before you proceed as we might be out of office due to delivery, entertaining of foriegn dealers, lunch etc.
You are looking at Bell Ghisallo Black Carbon. At the moment, I have 3 medium size in stock.
We are the sole distributor for Bell, GIRO, SixSixOne, Troy Lee Design, Finish Line, White Lightning, SweatGUTR, RAVX and one of the distributors for FOX servicing Singapore, Malaysia, Thailand...
If you are interested in any products of the above-mentioned models, you can approach us.
Please note that we are operating as a distributor and therefore, we do not have any NETS/Credit Cards service. We only accept cash.
Thanks & Regards
Adrian Teng
3.
Hello Adrian,
Thank you for your prompt and most instructive response. Hope I will be able to find the time to visit your site in the near future as the 9-5 hours make it quite difficult. Will certainly try. I will, as advised, give yourself a tinkle prior to my visit.
Best regards and have a great day,
Ed
4.
Greetings Ed,
Once in a blue blue moon, I do come back to office to settle some paper work or to clear up the store during the weekends. You can e-mail me or SMS me on Friday to see if I am coming back on the weekends.
Thanks and Regards,
Adrian Teng
end~
Thoughts...
Most companies here (in singapore) thoughtlessly spout out ‘off-the-rack’ responses and do not adequately, if at all, entertain queries that do not have such ready-made responses available within forearm’s length. In other words, ask a question which most people don’t, and you can expect no response, or a simple, “It’s company policy”, or “that’s the way our company operates” – which is synonymous with, “Aiyah, it’s like that one laa/lorr/lei”. Only those questions that most ask are entertained.
These so-called ‘customer-care officers’(yeah right!) tend to reflexively ignore anything that requires thought on their part. The ‘consumer’ is indeed treated as nothing but a mindless ‘consumer’ and not as a human being whose particular concerns require listening to or thoughtful digestion. Thus, as assumed 'mindless consumers', they are accorded the treatment such mindlessness is perceived to deserve - mindless customer care. One robot serving another robot.
All people are treated as one homogenous consumeristic mass. By this, we are implicitly told that we as individuals ought not to concern ourselves with that which other consumers are not concerned with, or that which the company does not deem worthy of consideration as it does not translate to immediate profit. We are told to think, feel and act as others do and, “Aiyahhh, don’t think so much laaa”, or “Wahh, think so much and ask so many questions for whaaaat!”. By 'thinking', 'feeling' and 'acting' as others do simply because others are doing it basically reduces it to not thinking, feeling and acting as individuals but doing without thinking what everyone else is. It is via such an approach that the individuals comprising society are, over time, homogenised into little more than a singular blob of mindless consumers - which is one of the elements comprising the core of 'singaporean' identity, and one which I deign to accept without a disclaimer, i.e. "singaporean in locality, NOT personality".
This, however,
was not the case in my exchange with ‘Sportsbilt’(sportsbilt.com). Not only were all queries answered, the delivery and content were also polite, informative, prompt, and most importantly, anticipated my personal difficulties. Empathetic effort was also tailor-made to take into consideration my difficulties in visiting the said outlet during normal operating hours and a further response by Sportsbilt, via the helpful and empathetic, ‘Adrian Teng’, followed. In this, it was impressed upon myself that I was not merely a ‘consumer’, but an individual whose personal concerns were worthy of consideration. Such a response validates the human within us as opposed to that of the unthinking ‘consumer’. We are not seen as merely money-making opportunities but people of individual self-worth as opposed to self-worth being derived from mindless conformity to the masses. When the human being is constantly treated in such a positive manner, the self is validated and individuals will tend not to discount their own personal ideas and feelings. This will feed their overall sense of self-worth and self-efficacy, and, in turn, fill the motivational reservoir within us that, again, in turn, feeds our artistic, creative and intellectual propensities and potentials - in other words, we become more, amongst others, 'british' or 'indian'.
Other local companies..
...would be well-advised to take the aforementioned into consideration in their dealings with members of the public. It is the way they are treated that determines their future development. When people take bad service, or service that does not appreciate their individual selves, as the norm, they become lesser people. In other words, as the field for the expression of the self is contracted, so is the self likewise contracted - it is a dynamic relationship. And as lesser people, not only are lesser expectations placed on themselves as human beings, fewer expectations are placed on companies. This, in turn lowers the developmental standard of companies and their overall empathetic performance which is important when it comes to the development of their innovative and creative potentials.
At the heart of innovation and creativity...
..lies the motivational force of empathy and meticulous attention to detail. This is practiced mostly when it comes to the general ability to take into consideration that which one is not accustomed to. In this, amongst others, lies the potential of human progress. The relationship between an individual and service provider is dynamic. The increased and individual expectations placed on companies, and the validation of these individual expectations and concerns by the companies paying attention to them practices them in paying attention to detail and enhances empathetic potential. This will lead to innovation and creativity which the individual benefits from and which in turn develops her/his potentials further. This in turn leads to increased expectations and more profound concerns which in turn lead to increased demands on the company. This is how the spiral of progress is effected.
It is how we are appreciated that determines how we appreciate (increase in value).
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