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We have no control over how people review our service on the internet

9 May

I like to use this case study example to reflect the importance of the professionalism of a salesperson and some lessons I learnt.

I received a call from a hotel salesperson while I was driving, she mentioned that she found my contact from the internet and would like to promote her hotel seminar room training package to me.

I told her that at the moment I have no need for such package and I hang up the phone.

Moments later I received a notification from Google that someone had left a review on my Small Fish Business website and to my surprise, someone I don’t know had reviewed us with 1 ⭐️ with a comment of ‘bad service’.


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After I had reached my destination I quickly investigate who is this person and why she leave such comment. From the actual name stated on the review, we managed to identify who she is and to our bigger surprise is was the salesperson from the hotel who had called me earlier.

Coincidentally, my wife knew the GM of that hotel. She called the GM and logged a complaint report stated that if our company rejected a promotion call from your team member would that make us a ‘bad service’ company? and how do you judge our service with a 34sec call?


After understanding the actual situation, the GM apologies to us and promise he would have a word with his team and request his team member to take down the review.

Later in the afternoon, I then received an apologies SMS from the salesperson and I gladly accepted.


What lessons did you learn from this incident?

Can share your thought in the comment.

What I learn:

  1. It is never easy to be a salesperson, very often there will be plenty of ‘NO / Rejection’, so stay cool with it.
  2. If you have to say ‘NO’ to a seller, please also be courteous and friendly.
  3. We have no control over the internet on what others want to comment / review on your business.
  4. Business network is important, else it would be harder for us to make such a complaint if we don’t know the hotel GM.
  5. Don’t leave your actual real name when you talk bad about others on the internet 😜



7-Steps Retail | Service Framework

8 Apr

Running a retail or a service business sometime can be really frustrated if you do not have a plan or system on what to do.

In this post, I’m going to share with you a #simple, #easy_to_do framework that you can reference on.

Retail Framework.001

(click on the image to download the cheat sheet)

Framework breakdown:

There are 3 phases in this framework: – Discovery, Development & Delivery

1. (discovery) – Value: First you need to uncover the true reason #why (passion??) you started the business? Your passion is going to carry you through the entire entrepreneurship journey.

In the same time, what are some of the core advantage of your business? What are you good at? How these going to add value to your customer?

2. (discovery) – Target: Speaking of the customer, do you know exactly WHO is yours preferred customer? WHAT do they look like (psychographics)? And WHERE do you find them?

And very important: NOT everyone will be your customer, so DO NOT market to everyone, find your niche and.

3. (development) – Offering: This is where your actual products or services come in, you need to design your Product Ladder (from low entry to a high value) and how do your segmentize your product offering.

*(A full online marketing course is available that explains in details on how to create a complete Product Ladder that sells). Click here to enrol.

4. (development) – Channel (Marketing): make sure to breakdown your marketing campaigns into two separate strategies. The first strategy is to acquire NEW LEADS, and the second strategy is to generate recurring revenue from your existing customers.

*(I shared 100 different types of marketing strategies in this online marketing course, click to enrol.)

Service Framework.002

(click on the image to download the cheat sheet)

5. (development) – Margin: Following is to work on your business margin & costing. Do you know how much is your business gross margin? What will be your Break-even point? Do you have a discount strategy when you’re giving away discount?

*(Shared your thought on the comment box below)

6. (delivery) – Sales: One of the most important business element is to convert your walk-in customer into a buying customer. Therefore, do your business have a sales process wheater it is B2C (retail) or B2B (service), you need to have a sales process in place.

7. (delivery) – Experience: One final element of this framework is to create the unparallel customer experience that you could possible offers. Create an engaging human experience between your frontline members and the customers, a smiling face always help.

Leave your comments below and we would like to hear from you.

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How a father share 17 camels with his 3 sons? ~ Business Wisdom

14 Feb
A father left 17 camels as an asset for his three sons.
When the father passed away, his sons opened up the will.
The will of the father stated that the eldest son should get half of 17 camels,
The middle son should be given 1/3rd of 17 camels,
Youngest son should be given 1/9th of the 17 Camels,
As it is not possible to divide 17 into half or 17 by 3 or 17 by 9, the sons started to fight with each other.
So, they decided to go to a wise man.
What did the wise man do?
The wise man, after giving this thought, brought one camel of his own and added the same to 17. That increased the total to 18 camels.
Now, he started reading the father’s will.
So he gave 9 camels
to the eldest son.
1/3rd of 18 = 6.
So he gave 6 camels
to the middle son.
1/9th of 18 = 2.
So he gave 2 camels
to the youngest son.
Now add this up:
9 + 6 + 2 = 17 &
This leaves 1 camel,
which the wise man took back.
#MORAL: The attitude of #Negotiation & #ProblemSolving is to find the 18th camel i.e. the #CommonGround. Once a person is able to find the common ground, the issue is resolved. It is difficult at times.
However, to reach a #solution, the first step is to believe that there is a solution. If we think that there is no solution, we won’t be able to reach any!
A very interesting management lesson

V004: Segmentize Your Customer into Class ABCD

13 Nov

Not everyone out there would love your products and services, therefore in order not to waste our marketing resources, we first need to identify clearly WHO are our actual Class A customers. In this video, you’re going to learn the customer segmentation of ABCD.

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Twitter: @leikhong


2 Sep



SME Conference – The 3 Golden Rules of Business

1 Dec

SME Business Conference_LeikHong

Together with the Penang State Government – Deputy Chief Minister 1 Office, Business Coach Lizam Karim and Business Coach Leow Leik Hong have successfully organized an SME Conference – The 3 Golden Rules of Business on the 3rd November 2016, at Hotel Jen, Penang.

Guest of Honor: YB Dato’ HJ Mohd Rashid Hasnon

The 3 Golden Rules of Business:
1. Rule of Entity – The Business and the owner are 2 separate entity.
2. Rule of Profit – A profitable product does NOT equal to a profitable business.
3. Rule of Selling – Is not WHAT you sell, is HOW you sell.

Visit: for more business ideas and

If you missed our sharing, here are some of the video highlights:

Hope you would enjoy.

10 – 您要付现金,还是信用卡?

28 Nov

Small Fish_LeikHong

标题: 您要付现金,还是信用卡?










因此,她一开始就不断问我选择性的问题,比如”要休闲还是上班装?”,”要蓝色或白色?”,”要钮扣还是袖口?”, 直到最后的”要付现金还是信用卡?”。她一直都把我设在她的销售模式里头。由此可见,销售模式对一位销售员来说是何其的重要。


09 – 给餐饮业者的忠告

21 Nov
顾客说明要你介绍,那么你就要认真的聆听顾客到底要什么,再作出适当的推荐。反而因为你作了适当的推荐,进而顺利达到加额销售(Up Sell)。
(五)餐馆厨房部上菜的时间,请拿捏的恰恰好。笔者曾经与家人用餐时,一共点了4道菜。3道菜已陆陆续续上了,但最后一道却不见踪影,尽管间中有提醒了业者。最后吃完了准备埋单离开时,那道菜却姗姗来迟 。服务生表示这道菜需要时间烹煮,笔者同意需要时间烹煮的说法,但毕竟已经吃饱准备离开了,这道菜已经没有意义,那么请帮我取消这道菜吧!
餐馆的品牌,是由各方面累积的,客户对您的评价,就是您最好的招牌。因为现在的客户都会到面子书上与他人分享你餐馆里的大小事物。如果你能够透过面子书messenger、 whatapps或微信来订菜、订座,抑或者透过这些社交媒体管道与客户有个客户服务上的适量沟通,那会是很棒的体验。

07 星际大战之品牌觉醒

15 Aug



星际大战(Star Wars)这经典的长青电影可说是电影史上最成功的系列电影之一,也拥有了40年历史的“品牌”。这“星战品牌”风靡全球,引起星战效应,除了归功于导演乔治.户卡期所创造的太空世界与它精彩的故事情节之外,最大的功劳还是归于世界各地的超级星战迷与粉丝。
愿原力与你同在。May the force be with you.

06 品牌与客户体验的魔力

30 Jun

LeikHong & SookShyan


如果今天你踏进任何一家商店,不论是餐厅、美容院、服装店等,你都会期望得到某个程度的客户服务(Customer Service )。在现今的商业环境里,客户服务不再是一项奢侈品,而是一项需要。一家没有客户服务的商店,是一家没礼貌的企业,不论它的产品再好,没多久也会遭淘汰。

有鉴于此,现在的服务业是需要迈进“客户体验”(Customer Experience )的年代了。客户体验是整个“品牌体验”(Brand Experience )的一部分。试想一下,你想让你的客户对你的品牌有什么样的体验?

笔者最近在 De L Vida Studio 拍摄婚照时,就对此家公司的品牌与客户体验有着赞不绝口。有别于一般的婚纱店,De L Vida Studio 是家小型精品式婚纱摄影室。此家摄影室麻雀虽小,但五脏俱全。从我与太太首次接触该摄影室的配套、选择婚纱礼服、拍摄当天,再到照片完成品,他们的服务可说是让我们感到无微不至的。

就比如说拍摄前,摄影师兼老板Jeerie先只身到拍摄的外景场地勘察,预先实体勘察当地的环境与拍摄的角度与灵感,让拍摄当天可省却不少的时间。在此之前,我们也与Jerrie 沟通了许多想法与概念,他亦用心的记录及呈现我们所要的婚照。

最令笔者与太太难忘与惊喜的是,当我们完成外景摄影后,步入午餐时间时,Jerrie 带着我们与团队到一家韩国餐厅享受烤肉与泡菜等美食。可想而知,当我们完成烈日当空下的拍摄,又累又饿的情况下,来到有空调的上等韩国餐厅用餐是何等的满足啊!而且还是Jerrie 买单哦。有拍过婚照的朋友听闻后都直呼我们好幸福,因为他们只能吃打包回来的炒饭或鸡饭,抑或是馒头包点。