Below is an Autogenerated Transcript

Now the third area, third facet doesn’t have to do with the product, doesn’t have to do with the delivery system, the computers, the phones, the pit.. it has to do with the people and I call it the ‘mind step’ and in this particular facet, it’s not the company’s responsibility it’s yours.

It’s up to each individual to make that facet of their relationship with clients, with prospects, with each other, with the company, I’m shining through, that’s not the company’s responsibility, that’s yours. In this particular area however, we are in Singapore and I’ve been living here for six years. I’m a proud permanent resident of the country. I’ve married a Singaporean, we recently had a little Singaporean, and I realized that we are culturally disadvantaged in the area of mindset.

 I found this out as I traveled around the region and first I went to Thailand I went to get some service and you know what they gave me “Sawadee Ka” so, you see it’s in their culture to be gentle, to be kind, yeah and then I went to japan for service you know what I got?  “Hai Hai ..very formal, very respectful, it’s in their culture then I went to Australia to get some service you know what I got?  Good Day Mate Good Morning Throw a Shrimp on the Barbie”

Wow! So extroverted, so open, so friendly, it’s in their culture. Then I came home to Singapore to get service. You know what I got? “Why you so like that?”  It’s in our culture and you don’t think so ?

You are the only people in the world who will get in your cars and drive to the other side of the country just to go to a specific hawker stall because you are convinced that that fellow has the best Char Kway Tiao and you know what you will stand in line and stand in line, you’ll wait your turn you finally get there you get your ball and he abuses you he goes “aghhh thank you thank you”