Have you seen the series of television ads recently launched by M1? How do you find them?

To be frank, I am pretty amused and entertained by them. In fact, I’m looking forward to the next different one each time. This series has a balanced mix of constants and variables.

Like the client will always like the idea proposed, and when he does, those 3 guys will do that hilarious head jutting action in sync with the background M1 music. These are the constants.

Variables are all the funny concepts that the 3 musketeers propose. Like the movable pocket, the talking plant and the cup with multiple handles are but 3 of them. Each concept represents a price plan that M1 has to offer.

M1 has always given me the impression that it is a hip company. Maybe it uses the sunshine logo coupled with the bright orange colour that packs in an extra load of zest and liveliness. 

Now they are announcing to the world that they are listening and they are putting it into real, concrete actions. Although I’m not about to change to M1 plans anytime soon (binded by the contract as usual ;(), I will definitely consider it when the next window of opportunity springs up. That means not just me, but any of my family member who has finished their contract and is free to shop around for the next better player.

When companies listen, the customers gain. When customers gain, the company benefits. So ultimately, by listening and taking action on the feedback, companies can only boost their bottom line. All are happy!

If big telecommunication operators need to listen, what about small businesses? Don’t they have more at stakes to retain their customers? Indeed so, and when a hawker says it not just with words but real action, the multiplier effect cannot be underestimated.

Have you heard of the western food chain Botak Jones? Few of us patronised the outlet at Bt Batok after our church meeting last Saturday evening. When the food was served, we happily dug into it to satisfy the huge hunger pangs that had hit all of us.

As some of us had eaten at the Clementi stall before, naturally the comparison came into play. What caught our attention first was the serving portion. We noticed that the chicken steak came in a larger portion there, and so was the Botak Burger.

Nevertheless, we still finished the last scape of food on our plates and felt satisfied. We thought that was it, until one guy came up to us and casually asked how do we find the food while he cleared those empty plates. My friend told him that all’s good, except that the portion was a bit small. He said ok and left.

That was it? No!

Minutes later, another guy from the stall came up to us and astonished us by saying ”Excuse me, did you just say that the portion is too small?”

We were shocked.

Yes, we replied. Then he went on to ask how big the steak was and we used our hands to measure the size. He, whom we found out was the outlet manager later, then responded that was the regular size. Still he offered to give us another serving. Well, we were all very happily surprised that he heard our feedback and bothered to come and compensate us, but we declined his kind offer.

Too late.

While we were shaking our heads and waving our hands, out came a pair of hands with a plate. Yes, a new serving of the chicken steak was on it.  With the manger’s insistence, we took it with gratitude and shared it among all of us.

Imagine such excellent service being rendered by a food stall at a coffeeshop! We aren’t talking about a five-star hotel, even which it may fail us at times. We’re talking about a humble shop that is dishing out $8 burgers and steaks, not a seafood restaurant that serves $80 chilli crabs and prawns.

We’re very impressed, and extremely touched. That a casual remark can be taken so seriously and compensation came right after.

Two completely different companies, one approach to maintaining great customer relationships - listening.

Do you have any thoughts or similar experiences like this? Want to share with us here?