Show me the Money!

This may sound funny but last January 24, 2007 was the first time I watched Jerry Maguire. It is a circa 1996 movie starring Tom Cruise, angelic looking Renee Zellweger as Dorothy Boyd and Cuba Gooding Jr. as Rod Tidwell. It was playing in Cinemax that night and that got me glued to the tube. I especially like the lines; some funny and some are inspiring. I’m determined to invest in an original DVD copy.

For the inactive movie buffs like me, here’s the plot outline: When sports agent Jerry Maguire has a moral epiphany (to advocate better service, fewer clients, and less focus on the bottom line) and is fired for expressing it, he decides to put his new philosophy to the test as an independent with Arizona football player Rod Tidwell as the only athlete who stays with him.

Here are some of the lines that I like in the movie:
Jerry Maguire: "What can I do for YOU, Rod? "
Rod Tidwell: "It's a very personal, very important thing. Hell, it's a family motto. Now are you ready? Just checking to make sure you're ready (Rod turns his boom box real low) here it is -- show me the money. (He now blasts the boom box at full level) OHHH!!!! SHOW! ME! THE! MONEY! Doesn't it make you feel good just to say that, Jerry? Say it with me one time brother! "
Maguire: "Show you the money. "
Tidwell: "Oh, come on, you can do better than that! I want you to say it brother with meaning! Hey, I got Bob Sugar on the other line I better hear you say it! "
Maguire: "SHOW ME THE MONEY!"

Dicky Fox: "The key to this business is personal relationships."

Dicky Fox: "If this [points to heart] is empty, this [points to head] doesn't matter."

Dicky Fox: "Hey... I don't have all the answers. In life, to be honest, I have failed as much as I have succeeded. But I love my wife. I love my life. And I wish you my kind of success."

I have a new job in the same company, same department. Though it’s a temporary job, good for about 12 months max, I find it extremely challenging and happy that I was chosen to lead it at least for our department. Unlike Rod Tidwell, I didn’t tell my superior to “show me the money.” I was looking for a new challenge, something that this new job presents. IF this new job eventually “shows me the money” then I’d be grateful, ELSE I’ll just continue to work hard and smart as I know eventually my contributions will be appreciated. That’s the optimist in me talking.

Possession Obsession

My daughter is fixated with cats. She likes to play cat around our place and say meow. She can do that practically the whole day. She'd say "I'm not a MC, I'm a cat." On the other hand, my son is obsessed with cows. While he does not mimic a cow nor say moo to us, he has a collection of cow paraphernalia; a mug, picture frame, candle, t-shirt, throw pillow, pencil case, stuffed and plastic cow toys. Just like most women, my wife is obsessed with shoes and handbags. She can last more than a week without changing shoes and handbags. I'm obsessed with cars and mountain bikes. If the topic of a conversation was about cars or bikes, the discussion would be endless.

Everybody should have a form of obsession. Obsession in moderation presents as an alternative, a stress reliever, a temporary respite from the routine, a form of relaxation. What is your obsession?

Customer Service 101 : Ten Tips to Win Customers

Customer Service is an integral part of a customer life cycle. Normally, sales handle the customer acquisition part while customer service answers the customer management/ retention side. Our company cultivates a culture of multi-tasking hence everybody chips in on both functions. An informal survey shows that 60% of cellphone subscribers visit the business centers at least once a year, while 80% of cellphone users call their service provider annually.

This article aims to share with you some tips on customer service which I have learned through my 11 years of customer service experience.

1. Service with a Smile. Greeting with a smile is a very simple act but may dictate the tempo of the whole conversation. A limp “Good Morning” greeting may send a wrong signal and might earn the ire of a customer. Conversely, a jolly “Good Morning” bundled with a smile will make even Mr. Scrooge smile a bit.
2. Eye to Eye. It is important that you maintain eye contact. This shows respect to the customer. In fact, maintaining eye contact is not limited to customer service but also must in any conversation.
3. Stop, Look and LISTEN. God gave us a pair of ears and a mouth. You can best resolve a customer’s concern if you hear them out and gather sufficient information. Ask questions to clarify and get the facts straight. This will help you come up with the appropriate action.
4. The customer is always right. Right or wrong? In our culture, this statement needs thorough validation. A customer, as in any negotiation, the objective for a customer in any transaction is to get a favorable decision. Facts that can be found in a company database can change their stance. It is important that the decision be properly and clearly explained to the customer regardless if it is aligned to his concept of right or wrong.
5. Don’t judge the book by its cover. Mr. Willie Soong, the dealer of European sports cars Jaguar, Ferrari and Maserati in the Philippines shares his experience: “people who come to their showroom in double-breasted suits never buy a car, they just pretend. The real buyers are the most unassuming and simply dressed. They come in jeans and sneakers.” While a cellphone costs a fraction of a Jaguar, the lesson is to treat every customer with respect and not to discriminate.
6. It’s who you know not what you know. – In our country, one of the reasons why people buy a product or engage in service is partly because of the “who you know” rule. Kilala ko si ganito or si ganyan kaya nag company X ako. If that’s the case, the entire workforce of your company can become your customer service army.
7. Word of Mouth. One of the buzz words in the ad world today is WOM or word of mouth advertisement. Arguably, “word of mouth” is still the most effective form of advertisement. If used properly, it can save a company millions in ad expense. In your own way, sell your company’s products and services.
8. Accuracy is the best policy. If you are the resourceful type, you may browse our company website and share the information to our customers. I’ll let you in on a little secret of a typical Customer Care Frontliner – they often refer to the company website for information. It is important that you arm your self with useful information and know where to get the information.
9. The Golden Rule. Do unto others what you want others to do unto you. If your company is into customer service, you may not have realized it but your taste for customer service increased a few notches higher. You tend to be more critical of the service that is rendered to you. The key here is to think like a customer. How do YOU want to be treated?
10. Say Thank You. This should be automatic just like the greeting with a smile but should be delivered with sincerity and enthusiasm. It puts a proper cap to a transaction.

These tips can make a big difference. Follow them and customers will follow us.

LSC Basketball Tournament, SY 1992-93

Reprinted from The La Sallian Center GLIMPSE Newsletter
January – April 1993
Written by DyLac

“Taga amo! Taga amo!” cheers the Brgy. Cebu as Brian connects on a “poster shot” as in you don’t want to be the guy standing on the floor, looking in the sky, in one of those basketball posters.

It all started when LSC Sports Commissioner Phel Jara decided to organize this sports event with the big help from Mrs. Macaraeg. She pledged for the medals and the cash prize.

Fourteen teams with three players each were formed. The fourteen teams were, in bracket A: The Bodyguards (Bongers, Mao and Erwin), Fish Lips Gang (Bong Cute, Bruce and Junjun), Lacoste Boys (Walter, Marky B and Joseph), New kids on the Black (Brian, Arvin and Anthony), Princepe “K” (Reymont, Melvin and Michael), Chris-Tiyan and the Callboys (Christian, Randy and Magic) and Ja Cool Kids (Jigger, Johnny and Jolly). In bracket B: Beijing All Stars (Dennis, Awi and Warren), Phel Jam (Phel, John and Abe), No Noise (Dean, Jumbo and Atik), Ok Kabuto Ko (Tony, Carlo and Cromwell), Ani-Anino (Yancy, Martin and Rommel), Baca-Rats (Gio, Genmar and Erick) and Gene’s Chonggos (Francis, Gene and Dylan).

LSC Basketball junkies believed that the tournament would be a repeat of last years championship between 1992 MVP Dennis Que and All-Star Forward Christian Relova. They felt that the two best teams were Beijings and Chris-Tiyan powered by the guys mentioned above. This was proven wrong by the performances of some surprisingly good teams.

The eight best teams in both brackets who survived the eliminations advanced to the quarterfinals. In the quarterfinals, New Kids defeated Kabuto; Chris-Tiyan overpowered Phel Jam; Beijing whipped Lacoste Boys and the Chonggos rolled over Princepe “K.” As we move on to further action in the semifinals, the New Kids outshot Chris-Tiyan while the Chonggos upset Beijing.

The finals featured a battle of two very lucky teams. The down and dirty defensive Chonggos and the crowd-fave New Kids used up the length of the best of three series for the finals. The Chonggos won Game 1, 50 – 49 via Francis’ free throw despite 26 points by Brian. The New Kids and the Brgy. Cebu took Game 2 and leveled the series at one game a piece with a 51 – 49 win behind Arvin’s 24 points. The momentum was on the New Kids’ side but the Francis-Gene-Dylan trio wouldn’t give up. They put some “heavy D” and poured in the points needed to take the final game and win the series, 51 – 46 with Francis and Dylan scoring 20 points a piece and Gene taking care of the rebounds. He pulled down more rebounds than points.

The Most Valuable Player award went to Brian while Genmar bagged the Rookie of the Year. Now the Chonggos know how other teams in the PBA would feel if they were playing against crowd-fave Ginebra.

Life in the Dorm

Reprinted from The La Sallian Center GLIMPSE Newsletter
January – April 1993
Written by Christian Relova

Wake up at 12:00PM. Eat lunch. Go to class at 2:30, come back at 3:30. Sleep until 5:00. Play basketball. Eat dinner at 7:00. Do crazy things like eat, gamble, drink, pillow and water pistol fights, wet the birthday celebrant, Rockma on Tuesdays, movies on Thursdays, Wendy’s everyday. Sleep at 4:00 in the morning. Life goes on!

Jollibee for President

B5 recently celebrated his 9th birthday while my MC celebrated her 3rd birthday. We prepared a simple party at Jollibee Luisita Tarlac for 50 plus guests. The kids had fun and that's all that matters. It was relatively simple compared to the slightly bongga party that we prepared in Y2005 at Greenville Dau Pampanga when we had 200 plus guests. In both parties the common denominator aside from the children having fun, was the Jollibee mascot who stole the limelight from the birthday celebrators.

You have to give it to the big red guy… he exudes an aura of happiness that brings out the child in everyone. When he entered the room, everybody dropped what they were doing and raced to touch him, see him up close and take a picture. Both children and adult had to be restrained by Jollibee's 'security' (the crew) so that he can continue with the program and strut his stuff. Everybody, and I mean everybody wanted their picture taken with the Bee-man. If the election was held that day, this character would hands down win. And he does even have to result to vote buying and election fraud to ensure victory.

Back 2 Back

Pinoy Dream Academy grand champ Yeng Constantino won P75,000.00 in last January 18's Deal or no Deal show. The prize money went to CHILDREN'S JOY FOUNDATION (CJF). What a coincidence. Last January 15, the South Luzon Wireless Center team went to CJF in Calamba, Laguna to fulfill our promise. The promise to CJF underprivileged children is that we'll visit them as long as we win the model region award.

When we won the award in Y2004, part of the prize money went to CJF. That plus donation from the team summed up to P14,000.00. We also donated a used but in perfect condition refrigerator. With a bit of luck and a lot of hard work, our team won the award in Y2005 so we kept our promise and visited them again. This time we donated tiles and materials that can be used to renovate their 3 comfort rooms and some used toys and books.

What a fitting end to a stellar year. We renewed our promise to visit them if we win the model region award in Y2006. Maybe the secret of the South Luzon team lies in the CJF
angels that they are able to help.

Pacific Surfliner

My first real train ride was last May 2006. I've ridden pseudo trains in the Philippines (LRT & MRT) and Hongkong (MTR) but these electric powered trains are just not the real thing. The electric train is like riding a 100cc scooter while the real train, the Amtrak, is like riding a 1000cc Harley Davidson. It's a different kind of experience.

My date with destiny started in April when my parents advised me not to ride a train and instead have a friend or relative pick me up. I appreciate their concern but my mind was set, a trip to the US won't be complete without a real train ride. Finally it happened last May 17: I rode the Amtrak Pacific Surfliner from Solana Beach, California to Irvine, California. It was a short 1 hour train ride but the experience was worth it. The view was, as the train line suggest, the Pacific coast line. My friend Celine brought me to the Solana station while my Uncle Pong picked me up at Irvine station.

The original plan was to take the Silver Service / Palmetto line from New York to Orlando, Florida but that didn't materialize. Time was not on my side. That would've been a day (and night) trip passing through 9 states: New York, New Jersey, Pennsylvania, Washington DC, Virginia, North Carolina, South Carolina, Georgia and Florida. The cost is the same as riding a budget airplane. The trip would've been fun and will give you a different view of the country. When I have another opportunity, I won't miss that train.

The Dollar Tree

There are 2 million Filipinos all over the United States of America. If each one remits $1000 monthly, that gives us $24 billion in annual remittance. That's a large sum of money, about 50% of the Philippines national debt. Actually, the annual remittance amounts to $12 billion from all over the world and the figure increases 12% yearly. No wonder the money remittance is big business.

During my trip last year to the USA, most of my friend's concern is the extra remittances to their extended families. They don't mind sending money to their parents and in fact see the act as a lifelong obligation however sending to siblings and their children who are capable of working is a totally different story. The tendency is their dependent family members relax and leave the working to the dollar earners. While in Union Square, SanFo, I overheard a thirty-ish neatly dressed lady saying in tagalog "Kakapadala ko pa lang ng $1000 two weeks ago, kailangan ninyo naman! Saan ninyo ba ginagamit ang pera?!?! Ano akala ninyo pinipitas lang sa puno ang pera dito?" Translation: I just sent $1000 two weeks ago, you need more money! Where do you use the money?!?! Do you think that money grows on trees here? The lady was obviously irritated. Who wouldn't be especially if the money was not spent wisely, not properly accounted and the thought that you'll do this for life.

Let us learn from a Chinese Proverb which says "Give a man a fish and he will eat for a day. Teach him how to fish and he will eat for a lifetime." Money doesn't grow on trees in the US. The Filipino migrants work their behinds off to earn a living. They can only do this until they reach 65 (the mandatory age for retirement). After that, they rely on their savings and their pension which usually is just enough for them. So if you're reading this and dependent on somebody, it's time to find an alternative as your current financial income has an expiry date.

A Chip off the Block

My first sport was soccer. I started playing basketball at a rather late age of 14 yrs old. Throughout my teenage days, the only time I beat my father in a basketball game was after I turned 18 yrs old. That's easily 4 yrs of mostly driving to the hoop on my way to victory or rather defeat. My father stands 5'9" while I'm 3 inches below his height. So for the most part, it was posting down low that did the job for him. It's been a while since my father and I played basketball but my guess is I can easily beat him on endurance alone. My son is turning 9 this year and by the looks of it, he's going to beat me sooner than I did my father.

After doing some research, thanks to the power of the internet, I found out that there are at least 26 father and some appearances in the NBA. The famous names include: Bill & Luke Walton, Joe & Kobe Bryant, Mike Sr. & Jr. Dunleavy, Rick, Jon & Brent Barry. In the local scene, we have the ff. PBA players: Caloy, Chito & Joey Loyzaga, Sonny & Dudut Jaworski, Freddie & Paolo Hubalde, Sonny & Junjun Cabatu, Romy & John Billy Mamaril, Freddie & Jason Webb. So who did better? There's actually no established trend. Kobe Bryant is definitely greater than his father. Easily, he can make the list of 60 greatest players if they award one in this year, the 60th year of the NBA. The Big J, my idol Robert Jaworski is incomparable to Junior. I recall the only spectacular shot that the good congressman Dudut made as a player was a back to back 3 pointer reminiscent of his father then I never heard from him again.

So who's better, BoyLac or DyLac? We probably wouldn't know unless we get a time machine and set both age at our prime.

Unraveling the Secret of Salcedo Saturday Market

Jaime C. Velasquez park better known as Salcedo park located in between L.P. Leviste and Tordesillas St. is one of the greenest parks in the whole metropolis albeit small. On weekday mornings, it serves as a tambayan to mostly expat children and their guardians. On weekday evenings, the jogging paths are filled with health buffs while the benches are turned into an inexpensive form of dating venue. Then on Saturdays, it transforms into a high end tambayan. It’s a virtual who’s who from the business sector, showbiz and government. Here are some of the interesting personalities who I’ve seen visiting the Saturday market: Jaime Zobel de Ayala, Gloria Diaz, Celeste Legaspi, Dominic Ochoa, Cong. Teddy Locsin, Gina de Venecia, et al. It also serves as a meeting place for business deals. It’s also like a reunion of sorts: I saw my Tita Letty who I’ve always wanted to visit, my mother’s high school barkada Tita Lucille who I only see in pictures, my relatives who I haven’t seen in ages and those that I’ve seen just weeks ago, my college friends and officemates. I guess almost everybody goes there.

The merchandise are pretty much what you can see in a supermarket or shopping mall. And the prices almost are the same. They have live plants, dairy products (especially hard to find ones like carabao’s milk and kesong puti), ready to eat food, fruit shakes, fruits, small handicrafts, seafood, lechon baka and a list of other stuff. You must try the inihaw na bangus, inihaw na tilapia and Ineng’s barbeque.

I believe the secret is in the frequency. It’s like a club meet where you meet only once a week and almost everybody looks forward to that day…no qualms about the heat, sales personnel that discriminates, slight difficulty in parking and finding a seat. The good food, the star gazing and the chance to be out of the box like condo are reasons why you look forward to this respite from the fast paced city life.

See you in Salcedo Park!

'The First Time' Last Year

Here is my New Year’s Message to the South Luzon Wireless Center Team. I'll give you a recap of year 2006 in under 3 minutes. Here are ‘The First Time’ experiences of our teammates:

The first time Naga WC was awarded Model WC in Y2005. Technically a back to back for the region as Lipa WC won the award in Y2004. Also in Y2005, the runner ups were Calapan & San Pablo WCs.

The first time a region won back to back Model Region award. The South Luzon team won the award in Y2004 and Y2005. It will take the next region 3 years to top that feat.

The first time the WC Sups/OICs prepared the region's vision in a team meeting early this year. The vision states: To be the Model Region with the Most Significant contributions to Customer Care organization by Y2007. The tagline: M:I:III – Taking the Model Region a notch higher.

The first time the South Luzon core team (your WC Sups/OICs) had their regional team meeting outside Makati and Tagaytay. Meeting last November was in Naga and Legaspi.

The first time your WC Sups/OICs practiced their critiquing skills legally and officially. During the WC visit in Lucena, Daet, Naga & Legaspi, they played auditors by scrutinizing their peers' WCs.

The first time the Wireless Center Head visited 60% of the South Luzon WCs, visited all Bicol region WCs and attended the regional meeting twice.

The first time to have an integrated wired and wireless operation in a mall based office in SM Lipa. By the way, let me mention that we outdid Globe in the inauguration last November. It started with our mancom arriving with a statement - on a helicopter, we gave away a free 21 inch TV and celfone to lucky subscribers and to cap it off, pretty teen star Jacky Rice and “Kiss Me” star Alyssa Alano joining us on that special day.

The first time three “in housed developed” WC Sups/OIC tied the knot; Richard of Lipa in June, Jun B of Daet in August and Cathy of San Pablo in December.

The first time three key WC Sups left their positions for various reasons; Poly of Batangas transferred to S&D Merchandizing, Betty of Bacoor is migrating to Canada and Benson of Naga migrated to the US. Not all first time items are beneficial to the team. We wish all of them well.

The first time an Inter-department Christmas party was organized. S&D, NSD, CCare & AMMD joined forces to organize this hopefully annual affair at classy The Orchard Golf & Country Club in Dasmarinas, Cavite.

In conclusion, it was a banner year for South Luzon team as it was peppered with a lot of significant firsts. I hope that this New Year 2007 brings us equal or greater accomplishments. Happy New Year to everybody!

The fire cracker is the fire starter

The tradition of ushering the new year with fireworks has been here since time immemorial. Like any tradition, it's near impossible to correct. However, there are certain traditions like this one, that should be modified due to the present scenario.

Let me share the reasons why something has to be done:
1- The raw materials used for the firecrackers have a negative effect on the environment and our health. It's like raising the pollution level to the 10th power.
2- If you love your fingers, then using firecrackers is not a good idea. The news says over 900 firecracker related injuries were reported countrywide last December 31 alone. And the figure increases annually.
3- Firecrackers own the top reason for fires (and explosions) in December.
4- A typical Filipino family spends P2,000.00 for firecrackers. If we just allocate
the amount on food, clothes or basic necessities, then that gives more value to your hard earned money.

My suggestion is that the government should totally ban selling firecrackers and as an alternative centralize the exercise to the local government either on a town/city or barangay level. What we can do is identify the sites where the community can
converge and watch the fireworks. The funds can be solicited from patrons or the unit can allot a budget for this activity. This is already being practiced in some urbanized areas like The Fort and Roxas Blvd. though sponsored by established companies therefore budget is not an issue.

Given this suggestion, we maintain our tradition of greeting the New Year
with an earth friendly bang. Happy New Year!