Wednesday, July 29, 2020

Learning About Customer Service from My Parents

Today we ship out the very last of our Covid-19 care packages to our VIPS - select clients, candidates and fans of JP Associates. Goodbye, care packages! May you be very useful to all your new owners!

The content is simple and rudimentary, but it's handmade and is well received because anyone can see that a lot of thought and effort was put into it.

Face mask, gloves, hand sanitiser, webcam cover and lemon mints.

It took some effort to show the team why it was important to JP to keep reaching out to our important people with non-expensive gifts.

It took even more effort to show the team how short-term effort will turn into long-term rewards as thoughtful gifting is just a simple, casual way of saying, "Hey, how are you? I'm thinking of you." It's very important for me for JP to have a soul, that we are building relationships, not just running business transactions every day.

It took the team some time to realise that while everyone is busy sending e-mails and making LinkedIn connections, the joy of finding a solid gift in the mailbox is so much more valuable than a thousand likes on an Instagram post.

I realised today that this was a trick (a value?) I learned from my parents.

When I was a little girl, I used to help my parents at their firm. We will help sort out files, format reports and also help to send out annual Chinese New Year cards during school holidays. We'd make a mini production line of 4 kids, 2 adults - someone would sign the cards, someone would chop the card with the company stamp and someone would seal and stamp the envelopes. Then my mom or uncle would drop off the cards at the post office to be mailed out. Maybe that's why to this day, I still believe in sending gifts by mail.

On other occasions, I also remember sending out annual statements to clients with overdue payments. I didn't realise it back then that having overdue payments meant that my parents business might not have been doing well (don't worry, their business is still thriving!). My only thought was that the stamp was so super cute, it looked like this:

What a nice and subtle way of collecting payments.

I still collect payments these days, but I don't use crying emoji to get my point across. I use polite, sweet language - because I think it's only natural to do so, but also maybe because somewhere in the back of my mind I remember how I used to help my parents send out subtle overdue payments to all their clients.

They say you have everything in you to succeed at anything you want in life.

Sometimes when I think about where I've been and what I'm about to do, I do think it's true. Stay tuned to find out!


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