Last week was indeed a very rough week for everyone in RedRibbon Days. At RedRibbon Days, we take pride in what we do, and each and every experience is of penultimate importance to us. Hence, when a customer come to us and passed crude remarks about our service and how we should be doing it, it was really upsetting. Especially so when the customer kept expecting us to compensate them despite the fact that it is totally not our fault and beyond our control.
In this very instance, one of our flight and flying experience was grounded for this week. And unfortunately, one of our customer had purchased this experience in conjunction with her dad's 60th birthday. I can totally comprehend the excitement and how eager they (the buyer and the recipient) must be. So on the very morning of the experience day, we received a phone call from the buyer, ranting to us about the cancelled flight. We then contacted our provider and asked them for a full explanation in regards to the cancelled flight. We then conveyed the reason to the client (the buyer and the dad) and even our provider called her to explain the situation. What happened next was unimaginable!
Instead of being totally understanding about the whole situation, this customer wrote us a threatening email saying that she will expose about how bad we are in doing what we do to her family/friends and even the media! My response upon reading the email ? I was appalled. It was made clearly that the flight was cancelled due to some last minute regulation that was imposed by DCA and even the Captain who was accompanying the customer (the buyer and the dad) tried to explain it to the customer, but it fell on deaf ears. In her email, she even asked me to close down my business ! What audacity ! And she even asked me to put herself in her shoe!
Quite frankly speaking, I was very apologetic and upset about the whole thing, especially when I found out that it was a gift bought in lieu with a 60th birthday and it was something the dad has always wanted to do. Yes, and I can totally comprehend how disheartening it is when the customer has to walk away without experiencing "the experience". It is after all what we had promised to deliver : an amazing and unforgettable experience for everyone; convenience of buying for the buyer and for the recipient, the opportunity to do a once in a lifetime experience.
I wonder if this customer can actually put herself in our position and try to understand the whole situation. We do try very hard to convey information as accurate as we can to all customers prior to their experience day, but when it comes to experiences that could be affected by weather, technical issues, airport security - these are simply beyond our control and we are not in the position to be liable for the inconveniences caused. So to come back to us and holler rude remarks and to ask for full refund(including delivery and packaging cost!) this is totally unacceptable for us.
I do try very hard to make our customers happy ; making sure their experience (from the minute the establish contact with us, to after the experience) is as pleasant as possible. For issues which is our fault, I have no qualms on bowing down, apologise and offer a compensation. However, for issues which are totally beyond our control, it is then not our obligation to please and compensate.
Saturday, October 23, 2010
Thursday, October 21, 2010
a "wonton" post
For those who loves "wonton" you will know how much ingredients it goes into making just one wonton ... so for this post, I've called it a "wonton" post because, I've decided to lump everything that happened (since i last blog) into one posting :)
CSR : Corporate Social Responsibility (RRD Initiative) - 4th September 2010
It has been almost a month since my last posting, and so much has happened that quite simply, time flies. Right after our Merdeka Day event (the Bungy Jump challange), we had another event the following week for 4 orphans from SUNBEAM and RACTAR in lieu with our CSR (Corporate Social Responsibility) initiative. To kick start this initiative, we contacted 2 orphanage and held a simple competition to the orphans, and 4 lucky orphans were chosen to experience our RedRibbon Days KL City Sky Tour. Having met this kids personally, literally changed my opinion about life - and to what extend do we measure from one another. Being compared to these kids, I'm way luckier and fortunate. These kids has never been up close and personal near a plane what more being on one.
Here are some pics taken on the day :-
Open for Business - RedRibbon Days with Freda Liu (BFM 89.9) - 21st September 2010
When Katja from BFM contacted RedRibbon Days in regards to an interview slot on BFM - Open for Business, I was thrilled. Firstly, I have always been an ardent listener of the radio station, and yes, I've always tuned in to Freda. I was nervous, unsure of what is going to be asked on air - and certainly the thought of my voice live on the radio kinda freaks me out ! Anyways, the day came and I marched up to the radio station. I was brought to Freda - and her comforting voice and genuine smile put me at ease and eventually calms me down. The butterflies were still fluttering in the stomach but it was manageable.
I chat with Freda for couple minutes before we went on air - and in that few minutes, I felt like she's a friend from the past. An old school mate or someone I have met before. Even Freda herself mentioned that I looked awfully familiar - but she can't remember where we could have met. The interview went well, and the 10 minutes was over in a breeze. I flipped a little, fumbled for some words, but all in all, it was a good experience.
Here's the link to the interview:-
And here's two pic I took with Freda in her studio :-
IDEA Forum @ Sunway University - 23rd September 2010
Next up, I was invited to be one of the speaker for a forum held in Sunway University in lieu with 1Malaysia - Entrepreneur Week. It was my very first time as a speaker - especially one that geared towards being an entrepreneur and tips of how to be one! It was a nerve-wrecking moment for me, of course. I had no time to prepare for anything, so the day before the event, I kinda quickly put everything in a word document and PRINT. I thought it should be fine now that I have a hard copy on my hands. But I was wrong !! I was shocked to find out that the other three speakers were so well prepared that they do not even need a piece of paper on hand. And one of them even said, well, thats what entrepreneurs are all about - you just wing it ! Gulp! So I am NOT an entrepreneur now that I have a piece of paper on my hand? Geez..I'm just trying to be prepared and I need to make sure I'm sharing substantial stuff with everyone present and not just utter rubbish!
Well, as usual, since I'm not that much of a speaker nor am I born to be one, I endeavour to share as much as I can on my entrepreneur journey. I shared everything that I know with everyone present that day. And at the end of it, though my speech was not as entertaining as the other speakers (mine surely did not attract much laughter), I sure hope I did impart some valuable lessons to the students. I may not inspire all, but I hope at least 1 or 2.
All in all, it was a good experience. I met few interesting people that day, learnt few new tips from the other speakers and definitely honed my public speaking skills!
Here's a picture of me with the other speakers:-
And a plaque (pic below) that was given to me towards the end of the forum as a token of appreciation. Hmm....perhaps, they should start giving out experience vouchers instead of a plaque?
CSR : Corporate Social Responsibility (RRD Initiative) - 4th September 2010
It has been almost a month since my last posting, and so much has happened that quite simply, time flies. Right after our Merdeka Day event (the Bungy Jump challange), we had another event the following week for 4 orphans from SUNBEAM and RACTAR in lieu with our CSR (Corporate Social Responsibility) initiative. To kick start this initiative, we contacted 2 orphanage and held a simple competition to the orphans, and 4 lucky orphans were chosen to experience our RedRibbon Days KL City Sky Tour. Having met this kids personally, literally changed my opinion about life - and to what extend do we measure from one another. Being compared to these kids, I'm way luckier and fortunate. These kids has never been up close and personal near a plane what more being on one.
Here are some pics taken on the day :-
Open for Business - RedRibbon Days with Freda Liu (BFM 89.9) - 21st September 2010
When Katja from BFM contacted RedRibbon Days in regards to an interview slot on BFM - Open for Business, I was thrilled. Firstly, I have always been an ardent listener of the radio station, and yes, I've always tuned in to Freda. I was nervous, unsure of what is going to be asked on air - and certainly the thought of my voice live on the radio kinda freaks me out ! Anyways, the day came and I marched up to the radio station. I was brought to Freda - and her comforting voice and genuine smile put me at ease and eventually calms me down. The butterflies were still fluttering in the stomach but it was manageable.
I chat with Freda for couple minutes before we went on air - and in that few minutes, I felt like she's a friend from the past. An old school mate or someone I have met before. Even Freda herself mentioned that I looked awfully familiar - but she can't remember where we could have met. The interview went well, and the 10 minutes was over in a breeze. I flipped a little, fumbled for some words, but all in all, it was a good experience.
Here's the link to the interview:-
And here's two pic I took with Freda in her studio :-
IDEA Forum @ Sunway University - 23rd September 2010
Next up, I was invited to be one of the speaker for a forum held in Sunway University in lieu with 1Malaysia - Entrepreneur Week. It was my very first time as a speaker - especially one that geared towards being an entrepreneur and tips of how to be one! It was a nerve-wrecking moment for me, of course. I had no time to prepare for anything, so the day before the event, I kinda quickly put everything in a word document and PRINT. I thought it should be fine now that I have a hard copy on my hands. But I was wrong !! I was shocked to find out that the other three speakers were so well prepared that they do not even need a piece of paper on hand. And one of them even said, well, thats what entrepreneurs are all about - you just wing it ! Gulp! So I am NOT an entrepreneur now that I have a piece of paper on my hand? Geez..I'm just trying to be prepared and I need to make sure I'm sharing substantial stuff with everyone present and not just utter rubbish!
Well, as usual, since I'm not that much of a speaker nor am I born to be one, I endeavour to share as much as I can on my entrepreneur journey. I shared everything that I know with everyone present that day. And at the end of it, though my speech was not as entertaining as the other speakers (mine surely did not attract much laughter), I sure hope I did impart some valuable lessons to the students. I may not inspire all, but I hope at least 1 or 2.
All in all, it was a good experience. I met few interesting people that day, learnt few new tips from the other speakers and definitely honed my public speaking skills!
Here's a picture of me with the other speakers:-
And a plaque (pic below) that was given to me towards the end of the forum as a token of appreciation. Hmm....perhaps, they should start giving out experience vouchers instead of a plaque?
Saturday, October 2, 2010
The JUMP for Merdeka Day
It was an exciting moment for everyone at RedRibbon Days. Just days before Merdeka Day (Malaysia's National/Independence Day) we released a competition in our Facebook fan page for a new experience in lieu with our Merdeka Day. This experience is like no ordinary experience - it is after all the very first in Malaysia! (it may well be common in other countries, but it is certainly new for us). BUNGY JUMP ! Everyone in RedRibbon Days was eager to try out the new experience once news broke out that Bungy Jump is ready to be experienced !
So hastily we released the competition and crossing our fingers that Malaysians would be brave courageous enough to do this experience. To align it with our Merdeka Day, interested parties were invited to write in a simple sentence on why they deserve to win this experience in lieu with the special day. Many interesting answers came in, however we were only allowed to pick 3 lucky winners.
After much deliberation, 3 lucky winners were picked out and the best answer goes to Reuben Rethinalingam :-
"Though its a working day tommrow it doesn’t stop me from giving this challenge a shoot to overcome one of my greatest fear which I still haven’t been able to conqeur apart of my other fear which is, SEA WATER.
I personaly think I should be given a chance to experince this challenge of bungee jump to break free myself and getting me to conqeur my fear of hights. Its makes it more signifact in conjuction with Merdeka Day as it perfectly resembles of me being able to MERDEKA myself from my fear and how I’m able to rule my own fear like how Malaysia fought for its independence and now is able to rule its own country and not being a slave to others. It’s 53 years we have got the independce and I think its time for me to get my indepence of overcoming my fear of 27 years."
On the fateful morning of 27th August, the three lucky winners were gathered at the location and were all geared up for the jump. The weather was perfect, scorching sun and no sight of possible rain or thunderstorm. Nik and Ming Nu was sent to location to capture each and every jump, to interview the winners and of course to be part of the experience.
Here's some pictures taken on that day :-
In orange : Wei (one of the winner), Rueben (in stripe red and white) and Donna
The winners are grouped together to fill in an indemnity form, briefed on safety and etc, donned on the Malaysia flag around their shoulder and waited patiently for the moment. Reuben was the first to do the jump, after all he has the best answer. It was all dandy for Rueben until the moment came for him. His fear of heights finally took over him and he was hesitant about jumping (for at least 5 minutes). After calming himself down, Rueben finally set his fear aside and plunge! It was such an exhilarating moment seeing him shouting hysterically and triumphantly with our Malaysia flag.
The terrifying moment was finally over for Rueben and Wei was lined up next. Without much hesitation, Wei took the plunge shouting "This is for Malaysia!". It was a beautiful dive and was over within minutes. Donna, the only female winner in the competition took the challenge with a pinch of salt. She even requested for her head to be dipped into the water !
So now that all the winners had experienced this experience, I know it will be my turn soon. I have no fear of heights, in fact, I love flying fox and high ropes. Perhaps, this will be the experience for me on my upcoming birthday?
Though a bit late, but hey, its better late than never, right? So to Malaysia - Happy National Day/ Happy Merdeka Day !
Here's a video clip taken on the day - enjoy !
So hastily we released the competition and crossing our fingers that Malaysians would be brave courageous enough to do this experience. To align it with our Merdeka Day, interested parties were invited to write in a simple sentence on why they deserve to win this experience in lieu with the special day. Many interesting answers came in, however we were only allowed to pick 3 lucky winners.
After much deliberation, 3 lucky winners were picked out and the best answer goes to Reuben Rethinalingam :-
"Though its a working day tommrow it doesn’t stop me from giving this challenge a shoot to overcome one of my greatest fear which I still haven’t been able to conqeur apart of my other fear which is, SEA WATER.
I personaly think I should be given a chance to experince this challenge of bungee jump to break free myself and getting me to conqeur my fear of hights. Its makes it more signifact in conjuction with Merdeka Day as it perfectly resembles of me being able to MERDEKA myself from my fear and how I’m able to rule my own fear like how Malaysia fought for its independence and now is able to rule its own country and not being a slave to others. It’s 53 years we have got the independce and I think its time for me to get my indepence of overcoming my fear of 27 years."
On the fateful morning of 27th August, the three lucky winners were gathered at the location and were all geared up for the jump. The weather was perfect, scorching sun and no sight of possible rain or thunderstorm. Nik and Ming Nu was sent to location to capture each and every jump, to interview the winners and of course to be part of the experience.
Here's some pictures taken on that day :-
In orange : Wei (one of the winner), Rueben (in stripe red and white) and Donna
The winners are grouped together to fill in an indemnity form, briefed on safety and etc, donned on the Malaysia flag around their shoulder and waited patiently for the moment. Reuben was the first to do the jump, after all he has the best answer. It was all dandy for Rueben until the moment came for him. His fear of heights finally took over him and he was hesitant about jumping (for at least 5 minutes). After calming himself down, Rueben finally set his fear aside and plunge! It was such an exhilarating moment seeing him shouting hysterically and triumphantly with our Malaysia flag.
The terrifying moment was finally over for Rueben and Wei was lined up next. Without much hesitation, Wei took the plunge shouting "This is for Malaysia!". It was a beautiful dive and was over within minutes. Donna, the only female winner in the competition took the challenge with a pinch of salt. She even requested for her head to be dipped into the water !
So now that all the winners had experienced this experience, I know it will be my turn soon. I have no fear of heights, in fact, I love flying fox and high ropes. Perhaps, this will be the experience for me on my upcoming birthday?
Though a bit late, but hey, its better late than never, right? So to Malaysia - Happy National Day/ Happy Merdeka Day !
Here's a video clip taken on the day - enjoy !
Subscribe to:
Posts (Atom)