The Values In Customer Relationships

Values matter. When somebody violates our values, we become alert and cognizant of that. Even the insurance industry realizes that it is about promoting the values of ‘being sure’, ‘certainty’, ‘being insured’, and ‘assurance’. Having stated that, what about continued business that focuses on ‘reassurance’? What can we do to ensure that our clients think and feel assured about their buying choices and decisions?

Nobody likes to feel foolish about his/her buying decisions. Yet, we occasionally do fall prey to clever advertising and marketing. How can we bypass these unpleasant experiences and create new and pleasant ones for them? How can we assist our clients to feel more valued about this worthy relationship with us? Endear and endure to create responsively useful relationships, instead of reactively ‘fearful’ ones. Create reliability, responsiveness and a sense of responsibility. Give value, and add more value. Your purpose behind your value offerings matter, too. Do this well, and your customer will be reciprocal in his/her relationship with you.

Create your own personalised, conversational scripts. Instead of sticking rigidly to a prescribed speech or spiel, write your own dialogue. Speak from your heart. Be heartfelt and thankful for their business. Be arm but avoid raising temperatures. How would you provide advice and counsel to a person you value and care for? How would you create attention and make your sharing session an attractive one? Once you meet this criterion, clients are more likely to attain, and attain again. That is the process of ‘customer loyalty’.

Déjà vu? Does Lightning Strike Twice?

After almost two weeks out of the water, I was glad to return to swimming. Last night, I attempted to swim with a pool buoy in the public pool. It started smoothly and unimpeded, until the after-hours crowd decided to exceed their personal boundaries into mine. I managed about 2.3K worth of 100m sets before my left chest started feeling sore. I suspect either a hairline crack on my rib/s, or strained inter-coastal muscles. When I slammed onto the back of a truck while riding two weekends ago, I may have impacted more than my bike frame. Meanwhile, it has been a mild dent in my training preparation as self-doubt and worry may creep in. Realising that my fund-raising activity is doing well inspires me to stay focused on my event and goals. Thank you, Donors and Sponsors!

IMWA 2006: I earned a 4:30 marathon (my best standalone marathon then, was 4:12).

I am a tad disappointed (with my injury) as my fitness has improved since December, and I am shaping up very well for a race. The last time I felt so prepared was in 2006, at the Ironman Western Australia race where I clocked a 12:08 at my second 226K outing. I am holding well, committed to most of my drills diligently, and training at the oddest hours of the day or night. I have missed a session or two, and either do them the day after, or focus on my next session. Each session is a unique experience where anxiety and malaise dissipates and a sense of accomplishment reveals itself at the end of the practice.

I am considering a medical check-up before proceeding into my last two intense weeks (of long mileage), and thereafter my taper stage. I am arranging for an examination so that I am assured of my condition and its limitation. Initial prognosis by my sports-doctor, Dr Ben Tan has been reassuring, as it appears that my risk of a major injury is very low. Exactly, two years ago around the same period I was hit by a taxi while riding; I escaped serious injuries thanks to my helmet. It would be challenging to race at ‘sub-optimal’ conditions (Chrissy Wellington’s words), and grit my teeth, dig deeply, and race towards the end. The image of Chrissy running in the marathon is my psychological anchor, and I believe the image has enhanced my running cadence (88-90rpm). What I need, perhaps, are dark shades to stay focused on my surrounding and internal universe, and hit my targeted running cadence of 94-96rpm, within the next four weeks.

All the best to those doing the Hong Kong Marathon this weekend! A big shout out to Uncle Kor Eng Fatt who turned 80-years-young a few days ago!

Mind your head. Mind your body. Train safely, my friends!

My Bags Are Packed & I’m Ready To Go

Packing for a race can be anxiety-causing if you go about it carelessly. Forgotten items may be hard to secure even at a race-fair. Plus, it can upset your equilibrium for the event.

Prior to your next overseas Ironman or 70.3 race, here are some packing considerations:

1) Get a ‘what-to-bring’ list drawn up first. Source it from seasoned competitors if this is your maiden race.

2) Place your race-kit aside (racing attire, helmet, race-belt, shoes, flip-flops, heart-rate monitor, speedometer, Bento-box, sunshades, wetsuit, Ziploc bags, body-lubricant, spare water-bottle, and plastic carrier bags for gaining entry into your wetsuit). Note: Lay out your race-kit and nutritional aids according to the three bags (S, B & R) so as not to leave anything important out.

3) Check the condition of your race-kit for potential wardrobe malfunction, or mechanical malfunction (stuck zippers, tears in the fabric).

4) Bring extra socks, running-shoes, energy gels, energy-bars, goggles (one dark/one clear), and salt-tablets.

5) Pack your bike into the bike-case at least two days in advance (dismantle/loosen cockpit, saddle/seat-post, and pedals) in case you face mechanical difficulties like stuck pedals. Ensure that you have adequate bubble-wrap that you can purchase from your local bike-shop. Better still get your bike-mechanic to pack it properly into your bike-case. 

6) Nutritional package for your ‘Special Needs’ bag (Bring Your Own stuff that you trained with; fresh solid/comfort food can be purchased from the nearby supermarket near your race accommodation). There is one bag each for the Ride and Run.

7) Prepare both wet-weather/cold-day attire (arm-warmers) and additional nutritional support (your raised metabolism from shivering, will require more calories).

8) Pack your tools in the bike-case (Allan-keys, spare-tubes/tyres, duct-tape/masking tape, foldable scissors, and old water-bottles to discard at aid-stations). If you use tubular tyres, then pack used and flexible ones as race-spares (easier to dress on your rims during a flat).

9) Re-check your list (see if you left out anything).

10) Buy your CO2 canisters at the race-fair (anything else like duct-tape, international socket, bring from home). Bring enough money for the pre-race and post-race merchandise shopping. If you are an iPod person, bring your digital music along on race morning.

Packing can be a stressful process. By doing it early, you can determine if anything is faulty or missing. You still have time to borrow or purchase the items. Once you travel, you want to minimize your pre-race stress levels to a manageable level. Race with assurance and presence of mind!