Yes, the customer judges the company by its over, the first impression, the initial acts of kindness and warm CS that goes a long long way

Memorandum:

To        All Sbus

Thru:   Mam Madel

Date  March 24, 2026

SUBJECT:   Yes, the customer judges the company by its over, the first impression, the initial acts of kindness and warm CS that goes a long long way

1.  Yes, the customer judges you and your business by your cover:from:

     1.  Park appearance -  gate grounds, (no or plenty of litter or trash careless thrown 

          around

     2.  Personnel appearance -  the SG, the CSS, the receptionist,  the person who                     delivers service to him  her

         1.  Are they observing the office decorum -   id office uniform -  is there (what

             happened to last weeks discussion on uniform?)

         2.  Initial customer interaction -  was it courteous, cordial and friendly (or masungit

              hambog?  picky?)

2.  The customer service experience  (CSE)

      1.  If you put P5.00 in a machine and gives you back P100.00 will you put P5.00                   again?   Definitely yes.   If that machine is customer service, will you invest more

           definitely yes.   

           Or in ads and promo?

     2.  You cant be stingy on that initial contact, or deal.   Invest  P5.00 now and get

          P100.00 later.   No PNL on the initial deal but make one on future purchases-

          repeat sales or other merchandise.

     3.  So the free initially is a bait to get the customerr foot in:

         1.  Free haircut at Landers (to the holder of a membership card initial.  P1.00

              deal at Temu for initial purchase or Lazada), P99.00 tool box set worth P1,200

              for initial app sign up

         2.  Free coffee in coffee shop for first 50 customer for the day

         3.  First 30 minutes in a billiard free

         4.   Free rose for first 30 buyers in a flower shop

         AND THEN EARN MORE ON:

         1.  Repeat sales

         2.  LTV and referrals

         3.   Other merchandise sales

        The initial free is not a loss, it is an investment that returns 20x fold

         It may be against the math.  But what makes money for the business is sometimes

         not visible to the naked eye

       1.  IMPROVE CUSTOMER EXPERIENCE INITIALLY SO THAT HE/SHE HAS

            HAS LASTING PLEASANT EXPERIENCE MEMORY OF THE COMPANY;

       2.  INVEST IN CS AND HIGH CUSTOMER IMPACT EXPERIENCE

       3.  TRAIN TRAIN TRAIN PRACTICE PRACTICE ON CUSTOMER SERVICE

             EXPERIENCE

       4   THIS IS ENTREPENEURIAL A MAKERS/MULTIPLIER JOB

  

Process - Marketing - Customer Service - Enhancing Customer Service Experience (earlier posts)

Providing outstanding amazing values through process clarity and improvement 

Enhancing customer service experience

PAGSASANAY SA TAGUMPAY

ate:   

Objectives:

1.  To generate more repeat sales

2.  To recruit more disciples and apostles to talk about products

3.  To fight and defeat the competition

4.  To further delight the customer

What:   to have infrastructures and personnel and system to further delight our customers

This program consist of:

1. Rewards and card system for existing customers;  more promo items for our customer (part of the 20% ME)

2.  Additional positions to handle customer service program at BPI and at the SBU

3.  Construction of customer lounge like in Calamba and Pangasinan

     1.  Rewards and card system

          This will enable us to save on:   ME and CF as we will only spend for the card and the reward points which is usually 1/2 of 1% in most stores.

           Types of cards:

           Say 

           for Holy Gardens  (privilege cards)

           1.  Kapamilya   cards for purchases of 30,000 up P100,000

           2.  Silver Card for purchases of P101,000 to 499,000

           3.  Prestige Card for purchases of  P500,000 up to P999,000

           4.  Platinum Card for purchases of P1,000,000 up

           Privileges:

          1.  3% discounts on repeat sales without agents

          2.   1 rewards point for every P500.00 payment, one point is P5.000

                if they pay in the office.  0 point for payment for collection from the house.

         3.   Special promos for prestige and platinum card like:

              1.  Dinner for two at a select restaurant

              2. GC for new purchases

              3. Priority when there are promo items 

          The above will be managed overseen by:

j          SAA at 3ffb

           Third CSS (who is a true and dedicated CSS for customer service/CRM

         For Majorem Lending:

        1.   All good paying buyers of Holy Gardens will be issued Majorem EZ Credit Access Cards that will be pre approved, upon proper meticulous credit checking.

        2.  The card shall have maturity of 3 years

       3.  The card will be sent to the residences of the buyers and will be activated when they agree to the terms and conditions of the EZ credit access card:

        (in addition to the general conditions of the card)

        1. That they can get up to 70% of the NLP (current market value) of the plot they purchased)

        2.  That they would sign the necessary docs when they avail of the credit;

       3.  The interest rate shall be prevailing interest per month plus 4% monthly penalty compounded

        THE CARD SYSTEM WILL BE OUTSOURCED PROVIDED THE TOTAL AMOUNT SPENT INCLUDING THE REWARDS POINTS SHALL NOT BE MORE THAN 3% OF THE ME.

       2.   CUSTOMER LOUNGE

       We shall construct, as we build the new office of Calamba a space for customer lounge which could be 40 to 50 square meters.  Its features;

      1.  Carpeted

      2.  Well lighted (soft lighting)

      3. Well appointed interior design

      4.  With reading materials:  magazines and newspaper 

      5.  Soft music

      6.  Hotel standards CR

      7.  Free coffee, tea or even soft drinks  and food servers to boot

       For Pangasinan, we can have one of the chapels temporarily, or have an area in the crematorium for the lounge., 

     3.  Additional personnel

          1.  The SAA

               This is in addition to the current records assistant:

                The responsibilities:

              1.  Supervision of records receipt, checking, signature and delivery to the customer within 7 days, with estate management, health tips brochures hand outs/manual, promos, vitamins and other goodies

              2. Repeat sales

             3.  Recruitment and training and sales directors/sellers including their SEAD and making sure that their com are paid ASAP

            4. Resolving customer complaints asap, on:   missing undelivered docs, lousy interments

            5.  Making sure that the card system works well

            6.  Crafting events and promos, sales campaign for the SBUS

           7.  Coordinating sales target achievement across the board:   holy gardens, destiny, and Majorem Lending

           2. Additional CSS (the third CSS at the SBU)

              

          CSS 1 Interments

          1.  In charge of interment:   the IA and interment checklist

         2.  IF replenishment

         3.  FOFF and Obits 

         4.  Tributes and their uploads to the proper blog and website

         5.  Inc charge of the collection  issuance of OR 

         6.  Proper accomplishment of PPA and pouching to the 3rd

              custody of OR and PPA

        7. In charge of the master file together with SFC

CSS II   Sales and Marketing

              For sales and marketing purposes at the SBU:

             1.  Reports on DPMS from the  office personnel and the sellers

             2.  In charge of recruitment and training of additional sellers at the SBU

            3.  Sales and collection report 

           4.   In charge of deposit of funds to the bank

        CSS 3   Customer Service

        1.  In charge of rewards system and  delivery  of cards and attending problems thereof

        2.   In charge of lounge or about to be made lounge

        3.   In charge of social media posting:   blogs and facebook

        4.  Regular posting at best pictures and Kaizen report

        5.  In charge of QR code (to be coordinated with CSS 1)

        6. In charge of free wifi at the site.

        7. In charge of birthday greetings for the customer, remembrance of the birthday of the deceased, posting the same at the display board, 40th day and death anniversary

        8. Shall be in charge of leaflets, tarps, custody safekeeping and inventory of promo items

For compliance.  Inform me of your action plans and programs

         

 The contents are property of the author and shall not be used without written consent

Reemphasis on Customer Service; upping Customer Experience (and business)

Providing outstanding amazing values through process clarity and improvement 

To   Armi, Madel

cc:   admin plans

SUBJECT:   EVALUATION AND REEMPHASIS ON CUSTOMER SERVICE

Thank you  for the discussion last night, on how to, how not to practice CUSTOMER SERVICE (Reverse Thinking) based on your observation of leadership at HAMP

so that we can learn and UPR CUSTOMER SERVICE EXPERIENCE

Objectives:

     1.  To up sales

     2.  To increase the number of our brand ambassadors without paying for one

     3.  To strengthen brand equity of Holy Gardens by superior customer service

 Background;

     1.  We built the company from zero to one, zero to 14, by employing customer service.  Thats the only aspect that does not require huge PHP outlay and can be doneonly by training, development of the right attitude and mindset among employees, constant reminder, rewarding, CCD and review.

    2.  However it has deteriorated over the years:

        1.  Documents delay  (long long)

        2.  Lousy robotic execution of "MEMORABLE INTERMENTS"

        3.  Unpleasant nasty behavior of the staff as observed

        4. Non observance of interment checklist, and PNL

        5.  Companies that closed or stopped operations

        What used to be our pride is fast becoming a source of embarrassment and difficulties

   3.  So much has been written on customer service to which we subscribe to:

       1.  In search of Excellence

       2.  Customers for Life by Carl Sewell

       3. How to win friends and Influence People

       4.   Bouquet of customer service

       5 Customer service (handbook)

    

    4.  We say in our belief, and No 1 belief:   CUSTOMER SERVICE -   The customer is the KING, THE CUSTOMER IS DIVINE (a belief instilled by Japanese -  what ever you do, you pick up your ass and attend to the customer.  We bow to the customer. We say sir or thank you. to them   (We forgot everything we say and do and just believe in CUSTOMER SERVICE .  We cant let our ego, being self centered and being vain and proud get into the way of conducting business with the customer

Further discussion what to do next:

1.  Who are the customers:

     1.  The one who pays:  (not the dead) or other parties.  ITS THE ONE WHO PAYS.  We put this into our pay slips.   It is the customer who pays the wages, no one else. It is the buyer .

       Unlike with the govt, the taxpayers are forced to pay the revenues    Thus revenues comes in without effort because people will be jailed (or ven killed in some societies) if they dont pay taxes.  We have to struggle for every centavo we receive  We dont have that coercive power get and receive revenues   Only by sheer hardwork, system, and righ attitude for Customer Service   

         1.  External customers -   the buyers

         2.  The internal customers:   the one who  uses our outputs:   co workers.   We treat them as well as we deal with one

2.  How not to:  observed at our Rizal sbu  practice common sense:

    I worked under boss who were formerly from the govt.  And their policy, is if there is problem to what accounts the cash payment is going to, receive the cash and then discuss

    the accounting entries later.  There were cases which this post experienced absurd response to customer who were walk in paying and the payment being refused.   Nandiyan na eh

     resibuhan mo, ipadeposito agad, iutos sa TS, get the deposit slip to conform to the  policy .   Use common sense (if there are still left).    Sayang yon kolekyon pag tinanggihan 

    Policy business optns yon.   Maybe our past business where we worked closed shop because of our very own anti customer behavior.   

    Be nasty to your customer and the fate will reward you with the same karma.  "For every negative action there is an equal opposite direction"

3.  Dont talk down on customers who are on the way down,  we can be too

    Some negative comments were uttered vs some customers who are VIP and acting VIP.   We have not                      understood customer service if we are not practicing reverse thinking.  Are we

    not nasty too and require fast and 100% sresponse   Let us understand customers

    What comes up comes down?  We too can encounter misfortune sometime.  Is it not ok that people will treat us well too?   Kindness is part of customer servcie

4.  Dont be nasty to staff, and employees, or talk down on them when there  are difficulties;

    Some customers regard the current leadership as D....yo!!!"  How could that be?

     1. Many qualified staff are  highly recommended to be hired; and yet leave soon and for a long time has perpetuated that actuations (watch for other sbus who prefer being alone and without

         internal controls;  So we cant hire.  Because the boss is nega...... nega...

     2.  Lahat di puede.  So we cant increase number of interments

     3.  Ang nasigawang empleyado sulk, and in the end carry the negative bad attitude to the customer.  It goes and comes around

     4.  People who dont mind the customers are oftentimes engaged in malfeasance. (tehft, sabotage, inside job) Since they have other source of revenue they dont pay attention to customers

     5   The said sbu does not have office sales as with others;.  their relatives die from nasty causess.  The wages of sin is death.   

5.   Have a healthy attitude towards solution of problems.  Run to problems