Gaining Customer loyalty through Service Excellence

With challenges in hiring the suitable person for the job position, many companies are having difficulty sustaining their business due to the shortage of manpower. In such circumstance, what should a company do to improve its business? Or being a salesperson, what should you do to gain customer loyalty?

Being a customer myself, I am enjoying great customer service experiences at the food places near my workplace, as the:

  • Toastbox service crew would remember my usual drink order every time.
  • Subway Sandwich Artists would remember my usual breakfast order as well! (My usual choice of food, drinks, vegetables, etc…)subway-other-420

Just imagine, how nice it would be to walk into a cafe and your usual order is remembered. Won’t it make you feel good returning to this cafe even though there are similar cafes nearby? Such action itself is an extra mile service to the customers (By remembering their preferences)!

Apart from going the extra mile, a simple smile, a casual chat, or by getting to know more about the customer would make a huge difference! And all these applies to any Salesperson as well!


As customer, you too have the power to enhance your customer service experience with the techniques mentioned in my previous post: “Turning your customer service experience into a pleasant one” (Click on link to read)

During my overseas trip to Thailand, business owners of shops appear to be friendlier, and the quality of service provided is excellent. However, are we able to impart such passion and quality of service standard to the team members in the company? Yes we can!

To “impart” the passion to the team members, I would suggest the following:

  1. Aligning team members with company’s vision and mission –
    Involve them with the vision and belief of the company, and that they have a greater purpose in the things that they are doing. (E.g. Google’s vision statement: Organise all of the data in the world and make it accessible for everyone in a useful way)
  2. Show them the reward
    Gaining job satisfaction from customers’ appreciation.
    Gaining happiness through helping others (Especially when others reciprocate).
  3. Autonomy
    Allowing team members to make a certain decision even though the decision might be deviating from the usual “protocol”.

With all these steps, I believe that you will be able to build rapport and long-lasting relationship with the customers and team members, and gaining their support to your business!


  • Extra mile service
  • A smile to the customers
  • Casual chat with customers
  • Build relationship and rapport
  • Remembering their usual preferences

Author: Kendray Lau

About WisePolyglot

Be a positive influencer for a positive team culture


All of us are more influential than we think we are. In whatever we say or do, it leaves an impact on the people around us and the environment we live in, may it be in a positive or negative way.

When it comes to “wind of negativity”, would you choose to be a “fan” or an “air purifier”? Are you aware that you have a choice to be an “air purifier” or a “fan” ? An air purifier filters out the polluted air and released out better quality air, while a fan just blows the same air back to the surrounding environment.

Why is it important to be a positive influencer at work?
If a positive team culture is what you want to be part of, you need to believe that it starts with YOU and if everybody thinks like you or influenced by you, the reality of having a positive team culture can be easily achieved.
Here are the 10 ways to be a positive influencer at work.

1) Start with a grateful attitude

As you can’t really have a bad day with a good attitude, start your day by being grateful and thankful for what you have and making an active decision to make it another good day. Express your thankful appreciation to anyone you meet who does anything nice or kind to you or help you in anything at all.

2) Spread your positive energy
Bear in mind that any feelings and comments you expressed to others, it will somehow affect the listeners’ mood and way of thinking. If you were to spread something, why not spread your happiness and optimism. Happiness is contagious. Have you ever had a conversation with a happy and energetic person, did you feel that you become happier afterwards too?

3) A smiley face is better than a grumpy face
Smile to those around you and even yourself too. When you are stressed, try smiling and you will immediately feel better about any challenges that you are facing. Being in a grumpy mood and carrying a grumpy face doesn’t solve problems and it won’t make anyone you meet feel any happier. People with positive attributes carry a positive charisma that lead them to have more positive relationships in their personal and work life.

4) Practice good manners
Always say “Please…”, and “Thank You”. Good manners are a key to better relationship, and this should not only be practiced at the workplace, it should apply to wherever you go.

5) Be kind to everyone
Hold the belief that deep down everyone is kind and if you are kind to everyone around you, you will be able to experience the kinder side of other people too. Kindness usually works like a magnet and that explains why kind people have more friends.

6) Be a “positive politician” or not at all
To have a positive team, everyone should focus their energy on solving any problems together and avoid creating office politics and gossiping. Complaining about the problems around the office or criticising coworkers’ flaws will not solve any problems. The intended purpose of the communication determines whether a negative comment is a constructive feedback or simply words of political criticism. If the intention is to address the issues to solve the problem together then it is a constructive feedback but if it is just about venting out on the negative emotion behind someone’s back, then it is office politics / gossiping.
If you can’t beat them, then join them as a “Positive Politician” by saying positive things from a more understanding perspective of the situation or the person being mentioned, and lead them back to a more meaningful objective by asking “How can we solve this issue together?”.

7) Always do your best
People will respect and appreciate you if they can feel that you are doing your best for everyone. The only way to be happy at work is to love what you do. The only way to love what you do is to do your best. When you do your best, you will be able to do a great job. When you are able to do a great job, you will love what you do as it gives you a high sense of job satisfaction and accomplishment and when you love what you do, you will be happy at work.

8) Be honest and diplomatic
Most of the problems occur when people do not communicate with each other enough and what worse is when they actually do have an unspoken expectation on each other. Open and honest communication is the key to any healthy relationship. Being honest is good but being diplomatic could be even better but make sure you are truthful and clear about the message you want to get it across and be sensitive on how you deliver it. You are responsible to how the other party will feel, especially when handling negative or sensitive matters, be mindful about your word choice.

9) Be considerate and thoughtful
Most of the times, what we give out is what we get. Be considerate and thoughtful in anything we do, the do’s and don’ts list that we want or don’t want others to do, we should be practicing the same thing too.

10) Be respectful
Everyone deserves respect as a person, regardless of their age, occupation, position, seniority, nationality, and race. If you talk to an office cleaner, a junior colleague, a subordinate with no respect, you won’t get any respect from them too. Respect is something you earn by giving it away.

happy work happy life

Happiness is the in the mind of the beholder.
A positive mind will lead you to a positive life.

Author: Natalie Guo, WisePolyglot

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