Friday Sharing w/You

Friday, June 17

2016 FSY Week 025- Be FatherlyHello Friday Friends & Peng Yiu,

As always, please join me in advocating:

Make Money & Love Safety

赚钱第一; 安全在我心! & 明天一定会更好!加油哦

Jana Wang, Cinta Keselamatan


Quick Quotable

We are each the average of 5 people we hang out with and the experiences we choose.


Quick Question

What is the acronym for GOLF?

A common misconception is that the word GOLF is an acronym for…

Today Sharing:

Not always right

In my Quality Improvement Process workshop, aka The Unexpected Quality Journey (UQJ) I teach that the customers are not right or wrong. Nor they are, as the video title says “Not always right”. I even told my participants that customers are not even King or Queen. If the customer is King or Queen I am a little Buddha.

One very important key point to bring home in my UQJ teaching is that all customers are IMPORTANT to your business. They are the one that brings you the paycheck, pay your bills and your (F)oods, (S)helters and (Y)our drinking water

BUT, I would like to disagree from my Qualipreneur standpoint on the video topic – “My shift is over the bakery is closed”

The customer mentioned that she wanted it tomorrow. Maybe the next question is to ask what time she needs it, and if the timing is acceptable she can come back and collect it tomorrow. Maybe the tone of the customer is a bit arrogant that she wanted to see the manager. The worker should calm down and furthermore she shouldn’t ask an unrelated question to the customer as what you do for a living. None of your business.

The worst answer is to tell the customer, “My shift is over the bakery is closed” and asking the customer to bring home the cake and doing it herself is already a dumb move. If I am the boss she would already be fired.

Business is never closed. Bosses who paid cheap labour and don’t train their worker in Quality Improvement Process, aka The Unexpected Quality Journey (UQJ), tend to lose a lot of money.

They are many solutions (another FSY process – (F)ocus (S)olution w/(Y)ou) to handle such a last minute situation and even make more money from it. We can talk more on Quality Service Recovery at just $S5665.

Clearly there is a close relationship between making money and loving customers, and companies that operate in a manner that only make money and don’t love customers could be missing out on a huge potential market share. Improving loving customers inevitably improve making money, while improving making money plus loving customers at the same time will inevitably improve repeated loving customers. Integrating make money and love customers activities will create and an environment in which both will be optimized, same for making money and love safety.

With gratitude


Until We Meet Here Next Friday… Be Fatherly



My FSY’s sharing is unscientifically and some are contributed by wife & children, friends, acquaintances. I write and share things that matter to me. I understand that everyone have their own opinions, views, & thoughts. There are no right or wrong answers. Nothing is true or untrue, most facts and data can be twisted to your favour.

To the authors, contributors and original sources, my thanks and where appropriate my apologies if I forget to quote your names.  If I took a page from your generous sharing and tweaked it into something else, something I hope will spread and the whole purpose is for sharing and sharing is caring.