To Carol's delight, her favorite band is finally back for areunion. Like many other reunions, this all-girl band was the band we were swinging to back in the early 90s until they vanished due to common squabblings. I am sure die-hard Spice Girls. Guess all the cute ladies in the group are either a mummy or a soon to be mummy. Strangely, Sporty Spice has become 'BIG' in some places as well as Mrs. David Beckham.

As usual, groups like this tend to tease their fans. I can see Carol dreaming about herself being in either Hong Kong or Sydney watching the SPICE GIRLS. Carol loves Geri very much. When she left the group, Carol was devastated. 

For more information about their concert dates, here it's:

Los Angeles on Dec. 7; Las Vegas on Dec. 8; New York on Dec. 11; London on Dec. 15; Cologne, Germany, on Dec. 20; Madrid, Spain, on Dec. 23; Beijing on Jan. 10; Hong Kong on Jan. 12; Sydney, Australia, on Jan. 17; Cape Town, South Africa, on Jan. 20; and Buenos Aires, Argentina on Jan. 24.

Suggest you read this article before I proceed writing about Chili's at Gurney Plaza. Somehow, somewhere - something does not add up. We are a mutiracial country and each race lives in harmony. Once authorities start acting this way, I am sure that there are many fanatics running within the crux of our beloved government. Lets learn to respect one another. Whether we are Jews, Buddhist, Christian or maybe an aethist, lets not impose such regulations.

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One of the most important means of rating a good company which interacts with the general public is the frontliners. Frontliners are customer service agents or counter handlers or anyone who deals with the general public whenever enquiries are needed to be answered.

I had this good experience at one particular bookstore at Gurney Plaza - Popular Bookstore. About a month ago, I visited the bookstore on a Sunday morning with my sons and wife. Somehow, I had no intentions to buy any books as I am rather caught up preparing for a professional exam which I will be taking on July 7.

Strangely, I saw some customers walking straight up to the customer service counter and left soon afterwards with a couple of books. I guess the curiousity of finding what those books were prompted me to walk up and asked this young lady at the counter. The lady explained politely that they were here to pick up the famous May 13 book that was just published. To my surprise, I had this strong feeling that this book COULD be banned and asked her how I can get a copy.

She replied that only if I made a booking, the book will be made available. I then requested to her to let me have a scan through of the book. I spent almost 20 minutes reading through the book by Dr. Kua and somehow I enjoyed it so much that I was now more ready to put my name on the Wait List.

The lady seemed very friendly and she someone gave me a copy and I was delighted. Now - lets stop at that point. This is a good example of delighting a customer. She left a good impression of the bookstore and I was glad to be there. A loyal customer has evolved.

Fast forward till today (26 June 2007). We just had a great dinner at Chili's and we decided to pay this great bookstore again. We had to buy some materials for my youngest son as he needed them for his class the next day. I took out my Rm50 at the counter and paid for the amount of Rm6.61 after putting all together the stuff he needed. Guess what - to my horror - the cashier told me that she does not have any change of Rm50 as many customers came in a few minutes ago and she can't accept my Rm50. What a bunch of crap! I was about to blow my top but I stopped short. I thought to myself - go to hell lady - it's just 830 pm and you said you had many customers. Gurney Plaza is rather quiet on the weekdays and I don't buy her story. Lets stop here -

There are 2 observations here :

1. A good customer service agent who delighted me with a pleasant experience of getting a book ahead of time.

2. A crappy cashier who only wants to pack up and leave home early.

My professional account on this :

Frontliners are the most important element of delivering good customer experience. Observation 1 - the agent would have won praises by many but her contact with the customer is minimal.  Only when one needs help, she will be interfacing with the customers.

Inconsistent training to beef up good customer service is typically a global problem. But if Malaysians are not prepared to embrace such important element of delighting their customers if they are in service line, we can forget about growing the business 2 to ten folds. It's just an illusion.

My advise to Popular - relook at your training procedures. Hire those who are seriously wanting to get things done and not to past time. Passing time by employees will kill the goodwill that your good frontliners may have done.

That is what i call  - Ying & Yang of Customer Service!

He is back...this time big time with Manchaster City. Will he create "waves" in the EPL league - ala "Tom Yam" style? Only time will tell!

This is one of my favorite topic in Marketing. Guess it's worth the time to write about how I feel and to focus on what I meant about good customer service, I will focus on 2 companies - Popular Bookstore as well as Chili's in Penang. But, for now, enjoy the nice pose by Elly, our favorite kitten. Like any customers, we can be very calm and cute like her. However, if we feel we are not been treated well, we can become a big tiger.

Happy Birthday mummy from all of us. Thanks for being so patient with all of us at home. I know it has been challenging for all of us but I truly hope you enjoy your day. Loving you always, Jeffrey, Carol, Jefferson and Cornelius.

We had a great dinner this evening at Chili's.

 Carol suggested this place since mummy and papa have never been to Chili's in Penang before. We all loved the molten lava chocolate cake. It was great and I guess we had a good nite out. Boys got their report book today - Jefferson did okay...but Cornelius needs more coaching. Guess we all should help him.

Transformers stormed into the TV way back in 1984. I am sure many of you are inching closer to see the premier of this great movie. Seriously, the show will probably do better than Spidey 3. Are we watching it ? We will leave the crowd to their fancies first and probably watch it 2 weeks later.

By the way, Carol made a great sausage with rocket vegetable laced with cherry sized tomatoes. Wow - yum yum breakfast.

Taken using my N70

I am truly blessed with my lovely Carol and the 2 boys by my side. Nothing grand was done today except having a great dinner prepared by an elderly couple that we got aquainted last year when they moved in, Mr. Mrs Neeti.

I am glad we got to know them. Best couple in the world. In fact, they showed us what true love meant and guess what, they even invited us to their apartment for a big makan specially prepared by Mrs. Neethi. I am sure many of us won't remember how great your wedding was. I am truly happy today cos for the very first time in many years, I felt how important friends are as well as standing by your family at all cost.

I am sure many of you would be spending your anniversary with your spouses. Trust me, it's far better to spend it with your kids and the ones

you love. It has been a great day. 

Tomorrow, I am going to make a very important decision. Once that is done, I guess I should not look back any longer. If it's for the better, it better be done in the right way.

Take care...I am a very happy person right now :)

Jefferson went to his usual TaeKwanDo at 930 am this morning. We then left for lunch at 11am! Yes ... we went to Chili's. We ordered 2 main meals - Chicken Crispers and Fajitas. The boys got 2 free meals (yummy drummy). Guess the picture says it all how yummy the drummies were...

Seen here with the Yummy Drummies, Jefferson and Cornelius had a good meal. As for us - here is the picture...

And finally, a dessert to go with it.

Incidentallly, this little kitten had her vaccination and deworming as well as de"ticks". Ouch!

Today is our 11th Anniversary as a married couple. The last 4 years have been the most challenging for all of us. However, I believe Carol and I will always be together. Today is time out day. No internet, no emails..nothing. Just me, myself and Carol and not forgetting the boys.

We were at a wedding a shortwhile today. Glad to see some of my friends at the wedding. Anyway, enjoy your weekend.

Taken at a dinner at Copthorne Hotel. My new N70 that I got free from Maxis is giving out pretty pictures.

Taken in 97 by Louis. Jefferson was only 1 year old when this was taken. Somehow, it brings back great memories of the good times we had. I am always looking for better days ahead and live fully with more focus and happiness.

I am always hopeful of better days ahead. Jefferson looks so cute and handsome. Carol as pretty as ever and Papa and mummy happy.

7 years later, Jefferson took a great shot using Louis' digital camera.....what a great shot

And who is this if I may ask????

Do take care you all....2 days to my anniversary!

Sometimes the most unexpected becomes very real. This piece of news caught my attention. I believe it's always important to know who you are hiring and check on their credentials. Many tend to over inflate their qualifications and at the end of the day, it can be very embarassing. In this case, Patrick Imbardelli, chief executive of the British company's key Asia Pacific arm (Intecontinental Group),was forced to quit because of major irregularities in his education background.

He claimed to have a degree from Victoria University and an MBA from Stanford U, US. All these were not true. Somehow, the truth came crashing and he now ends up NOTHING.

SHOCKING!

Went to catch this at Gurney Plaza. Seriously, the characters in the show continues to evolve and clearly, if you are a big fan of F4, this is THE show to watch. Very interesting in terms of its adaptation from the comic book series and putting life into the characters. Obviously, acting was not really there in the first place but at least the kids were entertained and we were enjoying the "less-intense" show on the silver screen.

Apart from that, I am really looking forward to seeing the "TRANSFORMERS". I am sure many of us would. I somehow miss seeing the cartoon series that hit Malaysian TV 20 years ago. Boy - the live version of this show promises lots of explosions, good graphics and interesting plots. Can't wait for it to hit the screens.

Anyway, great day out to see the show as today is Father's Day. Happy Father's Day to all ya!

Sometimes, it makes me wonder how this funny world of ours can really make things a little complicated. Yesterday, I caught an article on The Star which has CAP(Consumer Association of Penang) calling on Malaysians to make their own Chang (dumpling).

Seriously, come Tuesday, we will be eating this to celebrate the Chang festival. Somehow, I wish to thank CAP for bringing this up but I guess the latest information of the usage of excessive Boric Acid in the Chang is really scary.

Guess commercial gains continue to thrive many hawkers who wish to make quick bucks in an ever competitive market nowadays. But, are they sacrificing the goodness of the Chang for the well-being of the people.

So are you are getting a Chang for dinner tonite? I would. Really, I would cos I wouldn't miss it for the world.

This is something new and I guess it's good to share with all of you. There is this new product that allows you to track the location of an IP address down to the Latitude and Longtitude as well as the map of the location. Cool isn't it? What more can one think of more from here?

Check it out ya? Somehow,when you get an email from a friend and he or she claims they are in Malaysia, think again :) or an email from an unknown stranger ---- you can now track that mail down to its exact location.

Carol took this picture this afternoon using her handphone. Elly, our pet kitten, was watching birds from the windows when this shot was taken. Somehow,  she is growing up fast. Time does fly.

Characteristics of Elly - according to Carol

• Whenever Elly is at home alone with Carol, she tends to be very attached to Carol. Following her around is the norm of the day.
• However, when the boys are back, she acts like she is one of the boys. She jumps , runs and scratches everywhere - trying to be cool.
• At nite, she sleeps on our bed. Most of the time, she sleeps with Carol and I guess, I tend to be the second choice.
• She enjoys her mornings by waiting for her breakfast; lunch is usually prepared earlier and dinner at 5pm.
• Very domesticated cat. She does her "business" in our bathroom without being told. She makes sure that the bathroom is immediately cleaned after doing business. She does it automatically. What a clever cat. I thought dogs are smarter.
• She ha a liking for classical music.  Always enjoy watching Star Wars whenever the music accompanies Darth Vader when he appears.

One last thing, Elly tends to insist to be carried to the boys' room so she can see me off to work. Carol and Elly always wish me bye-bye. A good start for a bluey Monday.

Carol and I - we are having a bottle of wine and Lays' Potato Chips. Don't ask us why but I guess it's a prelude to celebrate Father's Day tomorrow. We were at Gurney Plaza. Came back a very shortwhile ago. Surfed quickly on the net and saw some interesting. My dear friend's name,SSQuah was mentioned on www.jeffooi.com Overnite celebrity. Have a great weekend folks

Latest news coming in via CNN - The Hamas faction has overthrown the Fatah. May peace prevail in this troubled land. I am not sure what future holds for the Palestinians.....when the struggle was to free the land for the Palestinians...today it's erupting into a civil war between Hamas and Fatah.

Lets pray for those in this troubled land. I am very sure oil prices will surge starting Monday.