DANIEL LOY (@danjumbuck)

"If you do build a great experience, customers tell each other about that. Word of mouth is very..."

Sat, 18 Feb 2012 11:05:00 +0800

“

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

Jeff Bezos, CEO Amazon.com

”

- It’s a privilege for me to be able to work in a company that promotes learning but more importantly, I’m proud that my company also values customer service. At the end of the day, every company whether profit or non-profit exists to serve the needs and wants of customers. No company exists without them, that’s basic enough to understand.

Recently, there are two incidents that for me strikes to the core of what customer service really is about and why it matters. The first is a national fiasco that borders on disbelief. The second is a short personal encounter with a sales staff.

1. KFC Crew Assaults Customer

Staff of a KFC outlet in Malaysia (yes, the International fast food chain) physically assaulted a customer who complaint about the lack of chicken after queuing for 45 minutes. The story went viral after a YouTube video of the incident was posted. What’s scary and surprising to me is what followed after:

Dismissal of the staff member was actually protested against by some (citing the callousness of the customer who provoked the staff). Whatever the reason, the staff must be dismissed (and even the manager too I think).

Delayed and even then not quite an apology from KFC, instead saying that an investigation is ensuing. Perception isn’t a minor issue, it’s a huge one. The company should have responded quicker and better.

Racial issues emerged given that the customer and staff were of different ethnicity. This is unfortunate but in Malaysia where citizens are not all afforded the same rights and privileges, racial issues will always surface (but this is a whole different issue). If KFC had stepped up and claimed ownership of the issue (it simply being their fault), I think it would have nullified a lot of the rumblings and anger by the general public.

To me, there simply is no justifying/defending/explaining what happened but instead just recognition and correction. A physical assault on a customer who at most verbalised his frustration is simply unacceptable. Self defense perhaps but when other staff members also rallied against the customer, something is so wrong.

It’s one thing to speak of customer service, it’s another thing to create a culture of one.

2. Misplaced but well-intentioned sales advice

I was shopping in Isetan, one of my favourite departmental stores looking for something when the salesperson approached me. Everything was right - a polite inquiry of whether help was needed, demonstrating good knowledge of the products sold, and being proactive. Perhaps too proactive.

They didn’t have what I wanted and I was fine with that. After all, they had plenty of other options but I was quite specific in what I was looking for. If it ended there it would have been just another good shopping experience although unfulfilled. However the salesperson went on to suggest where I could get what I wanted.

And he suggested the Malaysian night market (or pasar malam).

I really enjoy going to the night market but suggesting I find what I wanted there is like telling a sommelier that discount-store wines sold in tetrapaks are equal to fine vintages. If I had wanted a cheap product, why would I go to Isetan (which although isn’t luxury, but isn’t cheap either).

I wasn’t insulted nor offended but I found it inappropriate and unnecessary. And I hope this person gets it.

In both stories though, I told many people I know about it both in person and on Facebook… and now I’m even writing about it. Word of mouth is very powerful. KFC will no longer get my business and although I will still shop at Isetan, my perception of the quality of their hires has perhaps been slightly dented.

Photo: Wimshurst machine with two Leyden jars (Wikipedia) I...

Thu, 09 Feb 2012 19:22:36 +0800

Photo: Wimshurst machine with two Leyden jars (Wikipedia)

I went on the floor today and saw my colleague doing a demonstration using the Wimshurst machine. I’ve not seen this demonstration done in years so it was definitely a pleasure to watch. There’s something wicked about the design of the machine - a mechanical visual marvel that generates sparks of static electricity with the muted booms of tiny thunder.

And the audience were enthralled as well. Everyone was just captivated, happy to watch as the machine went spinning with a constant rhythm of sparks jumping from the globular tipped rods.

There are some experiences that no app can replicate. And not everything needs to be interactive - a good narrative, a compelling phenomenon, and a smile is sometimes all you need to get some science across!

Photo: Outdoor art on Orchard Road in Singapore. For most of the...

Sat, 04 Feb 2012 12:15:15 +0800

Photo: Outdoor art on Orchard Road in Singapore.

For most of the day, my time is spent typing, clicking, dialing, swiping, tapping, pinching, sliding, pressing, turning devices of all sorts. The computer, my phone, my iPad, my camera, my appliances, my gadgets… everything requires some form of interaction with an immediate reward/reaction.

So sometimes, it’s really easy to appreciate an art installation that is provocative, evocative, engaging, captivating, and engrossing - without needing to do anything but just being there to appreciate it.

Maybe anti-interactivity is the new ‘engagement’.

My Grandmother is in her early 90’s… my...

Thu, 26 Jan 2012 21:09:22 +0800

My Grandmother is in her early 90’s… my cousin’s son approaching 3… between them, there’s a 90-year gap in which two World Wars were experienced, a migration from China to then Malaya, raising 10 children, running a farm and a general purpose store, and the everyday tumult and joy of 9 decades of life…

It’s mind-boggling and quite amazing when you think about it.

Photo: Child captivated with fountain at Universal Studios...

Fri, 20 Jan 2012 21:46:00 +0800

Photo: Child captivated with fountain at Universal Studios Singapore.

One of my favourite souvenirs from the beautiful city of Cape Town is not anything fancy, nothing tourist’y, and probably least expected. It’s a cardboard box in which my laundered clothes came in at the hotel I stayed. It has zebra stripes, is a really nice sturdy box, and it was just really cool. And I took the trouble to unfold it flat to bring it back all the way to KL.

Which brings me to my picture. In the escapade which is the Universal Studios Singapore - full of rides, attractions, activities, and other other-worldly things to do, this little girl spent minutes just staring at the fountain. She was so captivated by either the water or the feel of the water that she was as still as stone. I’ve little doubt that she would remember that afternoon for years to come, if not the details, at least for the impression that it was a day to definitely remember.

And that’s the thing about experiences, sometimes the little things make a big difference. In some of the science centres and museums I’ve been, so much effort has gone into some mind-blowing exhibits only to have crappy benches that pinch or nowhere to grab a bite/drink. I strongly believe that the sum of the whole matters more than the parts; a few great exhibits does not make up for a lack of general comfort.

I’ve been privileged to visit the Ontario Science Centre in Toronto, Canada which in the industry, is looked up to as one of the leaders of the field (and it definitely can claim that spot). It’s a long way getting there for me and as much as I enjoyed the exhibitions, the gift shop, and the warm and learned staff - one of my most memorable experience there is having a sandwich and cold chocolate milk at the cafeteria while looking out for raccoons at the ‘wilderness’ outside. I’m not sure if this memory is what the centre would like visitors to leave with but it’s an important one for me for sure.

In a free-choice learning environment, we try to curate and create opportunities for our visitors to be inspired, to gain something new, to be moved… but we must remember that unglamorous as it is to spend time acquiring decent carpeting and practical seating… these fringe components (and the many others) are a tremendously invaluable part of the whole.

Ask the little girl in the photo…

I really wanted to visit the ArtScience museum when I was in...

Sat, 14 Jan 2012 21:01:53 +0800

I really wanted to visit the ArtScience museum when I was in Singapore last weekend but I only had an hour to spare (which isn’t enough for a full visit). So what I did instead was to take photos of the water lilies surrounding the museum… bliss.

Photo: The Cylon rollercoaster ride at Universal Studios...

Thu, 12 Jan 2012 08:59:21 +0800

Photo: The Cylon rollercoaster ride at Universal Studios Singapore.

We all strive for comfort in many forms, and although comfort itself is of course relative, it’s hard to disagree that comfort is a good thing to have. After all, if you are not comfortable, everything else becomes secondary until some level of comfort is achieved.

This motivation to discover comfort is a really powerful one especially in learning. Discomfort often encourages and sometimes forces learning to happen - adversity and challenge are great teachers though generally undesirable.

A simple analogy will be the utmost discomfort I have at budget terminals of airports. They’re confusing spaces of nitpicking processes - How much should the bags weigh? Did you pay for a meal? Express boarding? Gate has been changed?

Unlike ‘full-service’ terminals where a greater level of care is given to your comfort - better seats, clear signages, helpful floor staff - budget terminals are often stressed to provide just the bare essentials. So what happens? People learn.

The budget terminals I used have not gotten any much better comfort wise but they’re less of a discomfort because I’ve learned (forced to) how to maneuver and navigate through the maze of confusion. I pre-print my boarding pass, am familiar with the floor plan, know where the shops and toilets are, and am now able to breeze through what is otherwise a high-stress disconcerting alien environment. My initial discomfort has motivated me to find comfort through learning how to be on top of things.

And which is why, perhaps my parents, who often just tag along, are still stressed out with the thought of traveling alone as they have never gotten over the discomfort but rather displaced it on me as the guide.

Discomfort, or rather the motivation to find comfort, is a most compelling teacher and this works in numerous situations as well.

Like when I was fighting g-forces from all sides as I careen and tumble through the air on a roller-coaster ride designed by really evil people.

To be fair, there were signs and warnings aplenty during the long queue - however, I rationally concluded that hey, it can’t be that bad with so many people getting through it just fine. Perhaps there was a bit of bravado, or simply Asian ‘cheapskate’ness - I’ve paid for the entrance afterall, but the end result is that I did get on the ride and boy, was it uncomfortable.

In the brief 100 seconds or so of being tossed and swung about on a powered high-speed coaster, I had a great many learning insights. Probably motivated by my extreme discomfort. I learned that:

88kmph may not sound like much but when you’re hanging from a seat upside down and sideways, it feels like 8800kmph. I learned that I wasn’t cut out to be an astronaut.
The screams you hear are not screams of joy but of sheer terror. I learned that at I’ve probably reached a point where theme parks are no longer my thing.
More importantly, I gained a new appreciation for physics and now drive my car with a newfound appreciation of speed and velocity.

We all go through periods of discomfort in life and oftentimes, we emerge a stronger better person because we have learned to get through it. Sometimes we may need help but as they say, that which does not kill you only makes you stronger, or in the case of the roller-coaster, weak in the legs.

The gents at the Canadian War Museum. Over a year ago, I moved...

Wed, 04 Jan 2012 20:17:00 +0800

The gents at the Canadian War Museum.

Over a year ago, I moved desks from the main office area on the upper level to the smaller office space on the lower level at the science centre where I worked. It was a bit of a pain having to make the trek to the pantry which was upstairs but the bit that had a bigger impact was that the closest toilet I had access to is now the one used by visitors as well.

Before I get to that (and to the photo), I think it’s worth establishing the fact that I’m a huge fan of informal learning centres. In fact, I hope to be able to work at a variety of informal learning institutions from museums to aquariums to zoos though I do have a soft spot for science centres. However, I have to say that for an adult visitor, science centres are often a pain to visit and it’s no surprise to me that youths and childless adults are the hardest audience segments to attract.

There are of course many reasons and I will not expound on them except that for me, one of the main issue is the lack of comfort. Everyone loves seeing a bus load of kids having an engaging and immersive learning experience but not everyone wants to share a bathroom with these same kids.

I was reflecting on why I enjoyed my visit to the ArtScience museum so much because as impactful as it was to me, there are other science centres with similar offerings. Instead, when forced to recall places I’ve been that I want to visit again - institutions like ArtScience and the Canadian War Museum comes to mind. And there’s a reason for it:

These spaces are thoughtful - you have expansive spaces, lots of ‘eye-rest’, areas where you can just contemplate and reflect without being burdened by ‘learning opportunities’ sneaking up on you from the back of bathroom doors, table-tops, and posters aplenty. After an intense gallery, I do need a space to just gather my thoughts and reflect (and this obviously is an important part of the learning process as well).
These places are for all ages - the kids are still there and still having a ball but the understated decor and clearly delineated spaces provide kids with cues on how to behave. Science centres on the other hand tend to encourage kids to get physical from start to end. Any wonder why the adults leave exhausted?
The aesthetics are meaningful - the toilet that I waited to empty before I could take a blurry shot aptly echoed the ‘green’ of the war barracks and camo gear. The simple element of one dominant colour reinforced the theme of the museum and very effectively.

Which brings me back to the toilets. At the lower level, sharing the toilets with everyone else, what I see are parents on full-support-mode. They are there for the kids - not for themselves. I’m sure they will take home some learning but wouldn’t it be nice if there was something for them too?

It’s hard not to be awed by the ArtScience Museum, a gem...

Tue, 03 Jan 2012 20:36:41 +0800

It’s hard not to be awed by the ArtScience Museum, a gem of architecture mirrored in a serene moat at Marina Bay, Singapore. Though the building inspires and the name evocative, I was never truly tempted to visit. First of all, the tickets are not exactly cheap (compounded by the disadvantaged exchange rate from MYR) and at a glance, the museum did not look sizable. I was wary of spending so much money for a short walk through fluff - galleries that I am sure is beautiful but is just object-driven.

Boy… was I wrong.

Let’s first get physical. The building is deceptively modest and although the footprint of the upper levels are not exactly expansive (though definitely roomy), there is a huge basement level below which at the time of my visit housed the Titanic exhibition. With something like 50,000 square feet, it’s a good 2 hour visit (or more if you really take your time).

More importantly though, there is evidence of thoughtful curation that results in exhibitions that are contemporary, immersive, and dare I say it… world-class.The permanent installations aren’t much but they are nicely done. And although the travelling exhibitions are typically blockbusters, the local treatment adds finesse to a sound product.

When I visited, the Cartier and Titanic exhibitions were on-going. I had initially zero interest looking at timepieces but I must say, I’ve gained a new found respect for the art of timekeeping. The tradition and history of Cartier told through remarkable time pieces including mystery clocks, jewel-crusted marvels, and a high-tech wonder was quite an experience. The star though is the amazing art installation by artist Tokujin Yoshioka in which the Cartier ID One concept watch is on display. It is really unfortunate that photos are not allowed but the best I can describe the installation is that it’s heavenly. I am in such envy and marvel of the artist.

Then there’s the expansive Titanic exhibition which starts with an actual ticket replica with a real passenger’s name. I had third-class Mr. Edward Ryan who according to records survived the sinking by impersonating as a woman. Why? Because well, women and children first unless of course you’re a first class noble born. And I remembered and learned all that from just the entry ticket.

The exhibition is a must-see experience though be warned, you may be inclined to start humming Celine Dion’s ‘My Heart Will Go On’ while people of all ages shout ‘I’m the king of the world!’. It’s that immersive… you can almost believe that you’re on board a passage to cold sinking death. From freezing icebergs, recreated staterooms, multi-sensory experiences, and a chilling yet artistic journey to the depths of the sea, Titanic at the ArtScience is simply memorable.

In my line of work (I’m a science centre professional), I’ve been fortunate to have travelled to numerous science centres and museums the world over. Some have impressed, some have wow’ed, most are fairly unsurprising, but very few have left me moved and changed. Perhaps it was the unique combo of having the right exhibitions and a great docent (Sarah) as a guide but I tip my hat and am making plans to visit again this Saturday.

Singapore (and ArtScience), here I come again to be enthralled. Please don’t disappoint.

Complexities of relationships... algebra is not the solution.

Sun, 01 Jan 2012 22:45:09 +0800

So if A meets B and falls in like, and perhaps then love and then commitment, is it:

1. A + B = AB
2. A + B = (AB + A) + (AB + B)
3. A + B = C - (A + B)
4. A + B = A
5. A + B = a + b
6. A + B = $&@!?
7. A + B = -(AB)
8. A + B = (A - $) + (B + $)
9. A + B = AB + AC + AD + AE
10. A + B = AB + a + b

Whadda think? Any others?

http://www.danjumbuck.com/2011/12/hotel-review-hotel-grand-central.html

Sat, 31 Dec 2011 15:07:01 +0800

http://www.danjumbuck.com/2011/12/hotel-review-hotel-grand-central.html:

A hotel NOT to stay in Singapore (unless you’re desperate) - Hotel Grand Central close to Orchard road.

It’s really hard to not have a great time in #Singapore.

Sat, 31 Dec 2011 00:04:55 +0800

It’s really hard to not have a great time in #Singapore.

http://www.danjumbuck.com/2011/12/food-review-koryo-won-korean-restaurant.html

Mon, 26 Dec 2011 09:28:20 +0800

http://www.danjumbuck.com/2011/12/food-review-koryo-won-korean-restaurant.html:

Thinking of Korean food? Give Koryo Won in KLCC a miss, you can do better elsewhere unless you don’t mind junk service and grumpy staff.

http://www.danjumbuck.com/2011/12/family-christmas-at-sis.html

Sun, 25 Dec 2011 11:23:14 +0800

http://www.danjumbuck.com/2011/12/family-christmas-at-sis.html:

A family get-together on Christmas eve. Hey, that’s a frog in the tree!

Merry Christmas and Happy Holidays everyone!

Sun, 25 Dec 2011 09:56:13 +0800

Merry Christmas and Happy Holidays everyone!

Good ideas are not borne out of ignorance; so keep on expanding what you know and when disparate...

Tue, 20 Dec 2011 08:12:10 +0800

Good ideas are not borne out of ignorance; so keep on expanding what you know and when disparate bits come together, sparks will fly!

Hotel review: Parkroyal Penang, Malaysia.

Sun, 18 Dec 2011 21:33:22 +0800

Hotel review: Parkroyal Penang, Malaysia.

I’d happily sit thru any weird Cornish dances just to listen to the theme from Harry Potter...

Sat, 17 Dec 2011 07:57:15 +0800

I’d happily sit thru any weird Cornish dances just to listen to the theme from Harry Potter played, and it was worth it. Good job #MPYO!

naturewantstoeatyou: What’s scarier than a centipede? A...

Sat, 17 Dec 2011 07:55:10 +0800

naturewantstoeatyou:

What’s scarier than a centipede? A centipede that sprints.

The house centipede has the same poison fangs that normal centipedes do, but they can move towards you at great speed thanks to its long spindly legs. They have a top speed of 40 cm per second.

Incidentally, 40 cm is the exact distance between the house centipede and your face.

Image source

http://www.tripadvisor.com/ShowUserReviews-g294229-d301917-r121345730-Sari_Pan_Pacific_Jakarta-Jakarta_Java.html

Wed, 14 Dec 2011 07:13:04 +0800

http://www.tripadvisor.com/ShowUserReviews-g294229-d301917-r121345730-Sari_Pan_Pacific_Jakarta-Jakarta_Java.html:

All hotel managers should respond to guest reviews - good job GM of Sari Pan Pacific, Jakarta!