Thursday, September 21, 2006

Ron Kaufman talks on Ramadhan

(Ahlan wa sahlan, wa marhaban ya Ramadhan al-Mubarak – smlm blaja ngan ustaz kat surau opis, kena ucap selamat datang macam ni kat Ramadhan)

I attended my department’s Teambuilding day yesterday. On the afternoon we had a two hour session from the world famous motivator/trainer or customer service GURU.
Yes we had Ron Kaufman for the talk session on our team building day.
The atmosphere was good, filled with high energy from the speakers and audience (especially when subjects discussed were using sexes related as examples)
It was really worth it and fun too. Before I realized, two hours has already passed.

Ok, that’s is not the point I am writing this..

I would like to re-cap the most important area of the talk. It is about how we serve our customers. Of course in the industry that I am in (IT) we always talk about giving services to customer with high quality etc etc..

According to Ron, there exist 5 acceptable levels of service quality (I don’t want to talk about the unacceptable level – being positive la ni….)

Let me try to explain what I have understood from the live (stand-up comedy) presentation in Kuala Lumpur Convention Center

(all of the examples to are to be seen from customer service perspective)
Basic:
You are trying to get a cab from airport to home. When you got the cab, the outside image was very bad (not well kept, and dented everywhere) The moment you step in, you could smell the odour from the cushion and carpet. Cigarettes smoke filled up the taxi atmostphere to the max. And to complete your bad day, the driver was not smiling and grumpy. BUT, he did sent you home safely. That is an example of BASIC service by the taxi company.

Expected:
You got a nice clean cab and a driver who smile and knows his way around. You just seat and relax while he drove you to your home sweet home. Kinda expected service, right?

Desired:
You got a VIP cab by luck, nice big cab with GPS, the interior is clean and smells good. The driver smells good too and was friendly and courteous. Don’t you desire this kind of service from a taxi company?

Supising:
You got a VIP cab by luck, nice big cab with GPS, the interior is clean and smells good. The driver smells good too and was friendly and courteous. Upon reaching your home, the driver opens the door, smile to the tired you, and help to pick up your luggage to your doorstep. WOW! This is indeed a suprising service. This must be a good taxi company with good attitude driver who loves their job.

Unbelievable:
After all the suprising services experience, you realized that you had left your camera in the cab. And that is only after 2 hours. As you were struggling to recall the cab registration number, then your doorbell rang. You open the door and pooff!!! Appeared the taxi driver with your camera with him. What an UNBELIEVABLE service!!!!…Kudos to the company coz they trained and employed honest taxi driver.

Ok. Up to this section. someone might ask now….." SO………….what’s the big deal about these services stories????? I don’t give a damn to my customer, as long as I got paid, and my boss is happy, I am fine"

Let me try to relate you to our (mine actually) live.

Since Ramadhan is coming, as a SERVANT to ALLAH, let me remind my self here, and share with you guys, our ‘service level’ to our creator and MASTER…Allah…
Using the same concept…

Penat aa aku pikir dalam English..tukar melayu plak ah…(bukan apa aku training tulis dalam English sebab nak improve English aku je..Tapi bab2 nak cakap pasal Ramadhan and agama ni, vocab aku kureeenggg banyak..takut tak samapi maksud..

BASIC:
Ramadhan menjelma. Aku pun siap2 lah nak puasa. Niat, sahur and berpuasalah aku
Tahan lapar, tahan dahaga. TAPI aku masih jugak continue buat dosa. Tak tutup aurat, MENGUMPAT, tengok pompuan, (siap analisa dan ulasan), lengah2kan solat or lagi buruk tinggal solat. Tapi bila berbuka , aku pun berbuka puasa. Konon2 lengkap lah satu hari aku berpuasa. Itulah betapa BASICnye ‘hadiah’ yang aku nak sembah kat Allah. Ada pahala ke puasa macam tu? Itu aku tak tau, itu keja Allah. Tapi memang basic lah.
Teringat Lagu Raihan (Tajuk: Sesungguhnya)
“Ku cuba menghulurkan sebuah hadiah kepadaMU. Tapi mungkin kerana kerana isinya, tidak sempurna tiada seri’.

EXPECTED:
Aku berpuasa. Dan aku tahan dari berbuat dosa, jaga adab2 puasa,jaga aurat, jaga mulut, jaga mata, jaga telinga. Jaga semua lah…..maklumlah..tak larat..puasa..letih..nafsu pun turun. Tapi itu lah yang expected untuk bulan puasa kan? Aku kena la bagi puasa yang berkualiti.
Lagu raihan (sambungan):
“Ku Cuba Menyiramnya, agar tumbuh dan berbunga. Tapi mungkin kerana airnya tidak sesegar telaga Kautsar (nama telaga/sungai kat Syurga)
- Makna kat sini, aku cuba buat puasa yang terbaik, tapi masih tak SOLID lagi ‘hadiah’ (amalan puasa aku tu)


DESIRED:
Yang sepatutnya aku jadi macam ni lah (at least….)
Aku puasa. Dan aku pun jaga semua. Setiap solat fardhu aku cuba sebaik mungkin untuk berjamaah kat surau (sunat Muakkad – nabi tak pernah tinggal). Bukannya berjemaah kat rumah ngan anak bini. Unless kalau aku tak sempat la macam Subuh ngan Maghrib. (pegi and balik keja). Dah tu pulak, lepas letih berpuasa,malamnye aku pun bertarawikh…alhamdulillah…

SUPRISING:
Suprising level untuk aku lah..korang aku tak tau…
Aku puasa macam desired level, semayang fardhu jamaah kat surau/masjid,
tambahan : bertarawikh pulak berjamaah , 20 rakaat, 1 juzuk satu malam..and complete 30 juzuk sepanjang Ramadhan..

UNBELIEVABLE (but achievable)
Aku puasa macam desired level. Aku pegi tarawikh berjamaah yang 1 juzuk semalam, 20 rakaat. Balik rumah pulak aku tilawah al-Quran, siang pun tilawah lagi, sampai habis sejuzuk sehari semalam (baca sendiri, bukan yang masa solat tarawikh tu) and aku buat tahajjud pulak, qiammullail, solat dhuha. And cuba kejar lagi mana2 benda yang boleh mencantikkan ‘hadiah’ (amalan) aku. Blajar agama. Praktikkan apa yang aku belajar. Sebarkan apa yang aku belajar. Amal makruf nahi mungkar. Berpesan-pesan pulak dengan sabar dan benar. Dan banyak beristighafar. Pergh..unbelievable lah aku kalau bleh buat macam ni…..(Tapi kena usahalah sampai achieveable)

Itulah concept service by a SERVANT yang Ron Kaufman dah ajar aku bila nak Ramadhan ni…..Moga2 dia diberi hidayah dan taufiq oleh Allah subhanahu wata ‘ala untuk memahami dan memeluk ISLAM dan berbakti kepada ISLAM dengan skillnye tu..

TAPI part yang paling sedih…service quality level aku masih rendah…….
Masalah ni kalau agak2 Ron Kaufman nak comment, dia akan kata “Tak dapek den nak nolong ehh..”

Oh ye..Azmil Abdul Aziz pun dapat saham gak sebab dia yang berbalas email dgn Ron Kaufman ngan citer kelentong dia tu yang membuatkan Ron Kaufman pun rasa nak datang bagi talk and bagi discounted rate..hehehe..


SELAMAT BERPUASA. SEMOGA RAMADHAN INI AKAN MENJADI YANG TERBAIK DALAM HIDUP KITA SETAKAT INI. AMIIN…INSYAALLAH

5 comments:

Che' Mad said...

Pyan,
A really good observation - hopefully bolehlah dapat UNBELIEVABLE tahun ni. Aku pun nak try gak. Ramadan Mubarak!

abu_harraz said...

Che'MAd..
Tak sangka ko pundatang sini..
Yeah..aku pun nak try UNBELIEVABLE..hehehe...

Tapi kena lepas suprising dulu..

Selamat Menjalani Ibadah Puasa Ramadhan..
Semoga hari raya nanti, kita dalam keadaan fitrah...Insya Allah...Amiin

Bamboo Stick said...

Selamat Berpuasa!!!

famil said...

Aku surprising pun dah ok lah.. Usually expected jer..

Unless aku balik terawih kat penang. Imam kat masjid jelutong satu malam satu juzuk. So hehhehe.. sakit jugak aaa..

abu_harraz said...

sakit masa muda... cepat baik...
sakit masa tua....susah sket nak baik..
sakit kat akhirat...tak baik2....nauzubillah..