Family Money: Hedging your bets?
By Leslie
Wright,
Managing director of Westminster Portfolio Services (Thailand) Ltd.
In a period of economic uncertainty, investors have
been looking beyond traditional investments to optimise returns. Once
perceived as a high-risk niche that appealed only to sophisticated
investors with nerves of steel, hedge funds have become an increasingly
popular addition to a retail investor’s portfolio.
As a result, this sector has ballooned to the point
where there is now estimated to be over $6 trillion invested in hedge
funds worldwide.
Not that the average retail investor has any greater
understanding nowadays of how hedge funds actually work - just that they
are “suitable alternatives” to mainstream investments, with the
perceived potential to make money when markets are falling (although
it’s rarely explained how) as well as rising.
Yet it is important to avoid having an over-simplistic
view of them. So before looking at some of the strategies that hedge fund
managers employ; it is useful to explore the differences between
traditional investment theory and that underpinning the hedge fund.
Traditional theory
Traditional asset management focuses on predicting
individual stock price movements using fundamental or technical analysis
and without considering risk or volatility. In the 1950s, Professor Harry
Markowitz of the City University of New York developed a new approach to
investment: Modern Portfolio Theory (MPT). MPT looks at the performance of
a portfolio of assets based on the combination of its components’ risk
and return.
This evolved into Post-Modern Portfolio Theory (PMPT)
which measures the standard deviation of the observations around a target
benchmark (or zero) and considers risky those rates of return that fall
below that benchmark.
The development of computers capable of handling
complex calculations has meant PMPT has become a practicable investment
theory, which can assist a manager to construct a portfolio around the
basic objective of increasing returns, while reducing risk and volatility
in terms of both risk and return.
This is precisely the approach taken by hedge fund
managers: they look to maximise returns for a given level of risk. By
using a diverse range of strategies, such as going short in the market, or
taking arbitrage positions, they can add significant value to a portfolio.
Correlation with traditional investments is also significantly reduced - a
product of the emphasis on absolute returns - while correlation between
individual strategies can be very low too. All of which strengthens the
case for the inclusion of hedge funds in portfolios as a means of reducing
risk.
Hedge fund strategies
Although definitions of what constitutes a hedge fund
vary, it is widely accepted that the asset class is defined by its
characteristics.
These include strategies other than traditional
long-only investment, an emphasis on absolute returns (rather than
comparison with any benchmark), and some form of performance-related fee
structure.
A follow-on factor from their aversion to losing money
in any period, including down markets, is a risk control process designed
to reduce the volatility of returns.
This desire to limit risk will doubtless come as a
surprise to those not familiar with the industry, but it characterises all
but the most extreme strategies.
Another common misconception regards the level of
borrowing used by hedge funds: many managers shy away from this and will
typically have a low net exposure to the market.
The range of strategies employed by hedge fund managers
is extremely wide, with many operating specialised techniques. In broad
terms, the most commonly used are as follows:
* Long/short equity hedge. This is the closest to a
‘traditional’ strategy in which managers buy undervalued securities
and sell short those they consider overvalued. Exposure on both the long
and short side can be varied so that funds may opt for either a market
directional or market neutral bias.
* Global macro: the strategy for which the likes of
George Soros are best known. This involves taking large, opportunistic and
generally leveraged bets on key macro-eco nomic events, for example
interest rate or currency movements. Returns can be spectacular, but these
are reflected in high levels of associated volatility.
* Relative value strategies. These include various
sub-strategies, but are generally characterised by consistent returns with
low volatility. They will typically have an absolute target of between
10%-15% year-on-year and are not correlated with the direction of
traditional markets. Also known as ‘arbitrage’ these incorporate:
fixed income arbitrage, convertible bond arbitrage, statistical arbitrage,
mortgage backed securities investing and some futures and options
strategies.
* Event driven. Involves investing in situations where
a corporate event occurs. Merger (or risk) arbitrage is the best known,
but the strategy extends to include restructurings, recapitalisations or
spin-offs. Distressed securities investing is a sub-sector of the
event-driven class. This strategy focuses on the purchase of securities of
companies in reorganisation as a result of financial distress. Positions
are usually taken in debt obligations and may involve the active
participation by the hedge fund manager in the reorganisation process.
* Short selling. Consists of the sale of borrowed
securities considered overvalued in anticipation of re-purchasing them at
a lower price in order to realise a profit.
None of these strategies alone is inherently low risk
and most hedge funds available to retail investors combine a number of
these strategies in the form of ‘fund of hedge funds’ vehicles. They
minimise risk by incorporating a broad range of complementary styles. This
mix is usually determined by the fund’s desired level of return and its
acceptable risk parameters. The result is wider diversification, reduced
volatility, and more consistent results.
Due Diligence
The fund-of-funds approach also overcomes the issue of
transparency. One of the key barriers to investing in hedge funds has been
the ability to conduct due diligence on the often complex or opaque
strategies employed by some managers. In a fund-of-hedge funds, this
process, along with continuing monitoring, is undertaken by the
organisation which runs the fund, thereby removing a costly and
time-consuming constituent from the investment process.
Unlike traditional investments, hedge fund vehicles
seek to deliver absolute returns for a given level of risk. The
relationship between risk and return is usually illustrated by the Sharpe
ratio, which indicates the level of out-performance over cash per unit of
risk. (The higher the Sharpe ratio the better: a ratio above one
represents a potentially attractive investment.)
Increasingly volatile markets have caused investors to
seek alternatives, and as hedge funds continue to lose their
‘buccaneering’ image, they are likely to become ever more popular with
mainstream retail investors.
Snap Shot: Kids! Kids! Kids!
by Harry Flashman
Having just been through the Jesters Care 4 Kids
charity “week” complete with all the fun of the fair, the subject of
shooting kids pics came up again. Taking photographs of children can be
wonderfully rewarding, especially later, when you look back through the
family albums, but getting good kiddypix is not easy and fraught with many
problems - but do not despair, the cavalry has come! Help is right here.
Take a look at the photographs with this article. These
were taken at the Children’s Fair by my photographic friend Howard
Greene. Now Howard is a great “people” photographer, but his
“tricks” are not beyond any one of you. There are some very basic
rules to follow when photographing kids, and you too can get great shots
like Howard’s - even of your own kids!
The first, and as far as I am concerned, most basic
rule when photographing children is to get down to their level. If you
shoot from adult height, then you are looking down at the child, thereby
distorting the proportions. With a wide lens you will get a kid with a big
head, with a longer lens you will get a kid who looks like a dwarf. Whilst
many kids seem to have big heads these days, you still want to make the
child look normal! Sit down on the ground for very small children, or
kneel for larger ones. No matter what focal length lens you use, the child
will be in proportion.
The next problem with shooting children is the inherent
short attention span belonging to all our offspring. Children can remain
engrossed in something we want them to do for only 4.2 nano-seconds at
most, (however, they can remain totally fixed on the cartoon network when
there are dishes to wash). If you don’t get that shot of little Willy
straight off, you are not going to get it on the 4th re-take. No way! Like
the boy scout, when shooting kids you have to be prepared.
Part of the preparation is to make sure you are loaded
with film and all the exposure settings on your camera are correct.
Children will not hold that appealing pose while you put another roll of
film in the point and shooter.
The other part of the preparation is called
“pre-focussing” and this is the same whether you have an auto-focus
camera or manual. You have to get the camera focussed before you make
yourself known to the subject. It’s all to do with those 4.2 nano-seconds,
remember!
Now it is time to get technical. If you have a choice
of lenses or have a zoom lens, start looking at a focal length longer than
the “standard” 50 mm. In general, the further away you get, the more
natural the photograph you will get. So, a medium zoom lens (70-210 mm)
works very well in this situation as you can get far enough away from the
subject without invading the child’s “personal space” and producing
shyness or forced behaviour.
Having now got all the physical and technical details
out of the way, it is finally time to take the shot. Call the child to
attract his or her attention and be ready to snap that first moment of
recognition, or the first natural smile. Do that successfully enough times
and you can change your name to Howard Greene!
Modern Medicine: Anaphylaxis. Anna who?
by Dr Iain Corness, Consultant
The difficult sounding name of Anaphylaxis is just a
fancy word for the most severe form of allergic reaction you can have.
Those people who have experienced this will attest to just how frightening
it can be. And they have good reason to be frightened - it is classed as a
medical emergency as people can die from this reaction. It is also much
more common than you would imagine. The quoted figures from America are
that Anaphylaxis occurs at an annual rate of 30 per 100,000.
The causes are multiple and include food allergy,
penicillin, cephalosporin and sulfur drugs, intravenous contrast medium
(used in some special X-Rays), aspirin and non-steroidal anti-inflammatory
drugs, walnuts, cashews and pistachios and insect stings. The commonest
food allergy is peanuts and again going to the American figures, peanuts
cause 30,000 documented cases of Anaphylaxis every year and 200 deaths
within that figure. (And you never imagined that those nuts on the bar
were killers, did you?)
The symptoms include a very sudden and severe breathing
problem (bronchospasm - the basis of asthma), itching around the mouth,
flushing of the skin with large swellings plus swelling of the face,
tongue and mouth, some gut pains and sometimes nausea and vomiting and
finally a lowering of blood pressure and increasing difficulty in
breathing.
Although Anaphylaxis does mimic an asthmatic attack,
the difference is in the speed of the attack and the rapid progression of
the bronchospasm, plus the skin effects that come with it.
With Anaphylaxis, the patient should be hospitalised,
even if they appear to have recovered from the acute symptoms as there is
something we call the “biphasic reaction” which sees a recurrence of
the symptoms. This can be even more severe than the initial attack, so we
recommend that patients be kept in hospital under observation for 12
hours, in case there is a biphasic reaction.
The treatment of the acute phase is injection of
Adrenaline 1/1000 strength, oxygen by mask or by tube if the swelling is
producing too much of an obstruction, intravenous saline to boost the
blood pressure plus intravenous steroids and even some antihistamines. Not
the sort of things you keep at home in the cupboard above the bathroom
sink!
The management of the condition from the long term
point of view goes into trying to find out and eliminate the allergen
causing the problem. With the food allergies this is very difficult, and
involves withdrawing each “perhaps a problem” food from the diet, one
at a time. But start with peanuts, if peanuts are something commonly
eaten, and something that was eaten on the day of the last attack. Do not
suppose that the triggering item is bananas if you didn’t have a banana
before the last episode of Anaphylaxis.
So what should you do if you are a person who suffers
from these acute allergic responses? Well, if it were me, I would alert
those around me to the dangers and advise them on what to do - mainly to
get you to the hospital as soon as possible - remember that this is a
medical emergency. I would also be looking at keeping a supply of 1/1000
Adrenaline injectable for immediate use. There are commercially available
auto injectors in some overseas countries called “Epipens” for this
purpose.
Heart to Heart with Hillary
Dear Hillary,
I am an attractive Caucasian girl with my fair share of
rich male boyfriends. I am taken out to expensive restaurants where I am
wined and dined. At the end of the evening my partner always gives me a
gift. My problem is that I am sick and tired of receiving the usual
diamond bracelets, gold watches or precious stoned pendants. I would die
for a box of chocolates or a bottle of champagne. Hillary, I am aware that
you are able to procure these simple gifts from your many male admirers. I
need to know how you do it. I was hoping that we girls could get together
one night, frock up in our best evening attire and strut our stuff along
Walking Street. Are you willing to share your tactics with me?
Minnie Mouse
Dear Minnie,
Hello again Minnie, and I am glad to see you are
starting to let us all into the secrets of your life. And what a spoiled
little coquette you really are. The reason you don’t get chockies and
champers is quite simply because you are too easy with your favours.
Hillary could get cartloads of Cartiers and diamonds from De Beers too, if
she were to let her standards slip. No, young girl, keep them at arms
length, don’t be an easy mark or lay, down too quickly. Tell them firmly
that it’s chocolates and champagne at best, nothing else. I am sorry
too, that I can’t get together with you, but the night air is not good
for me these days, and all the champagne makes my head spin. By the way,
why don’t you try and meet up with Mighty Mouse, you would be able to
send each other into a mindless vacuum. Finally, remember Eric Althwaite?
Interests were local rain gauges and shovels. He seems an exciting
individual these days.
Dear Hillary,
This week I prepared some food and packed a picnic
basket. I found a peaceful location on Pattaya Beach, directly opposite
the Royal Garden Plaza. On a large blanket I laid out the food. No sooner
had I set everything up when a mob of free loaders arrived. Six obnoxious
baht bus drivers devoured my mushroom, tomato and caramelised onion
croutons. A putrid mob of septic tank cleaners slid in and dug their
greasy fingers into my salad of foie gras, quail eggs and chicken with
truffle oil dressing. Next, three beggars from Beach Road hobbled over and
filled their McDonald drink cups with my chilled French champagne. The
kateoy’s ate the lamb shanks with tomatoes, capsicum and kalamata olives
and a tour of Chinese tourists walked off with my lemon meringue pie and
flaming bomb Alaska. My picnic was ruined. How can I stop these intruders
for my next picnic?
Mighty Mouse
Dear Mighty Mouse,
You can stop these intruders very simply, my hungry
Petal, by inviting someone else to share the picnic with you, instead of
being such a selfish glutton. Of course Hillary also realises that this is
a fictional account. You begin with, “a peaceful location on Pattaya
Beach, directly opposite the Royal Garden Plaza.” Since this particular
part of Beach Road has more baht busses per cubic metre than any other
strip of concrete in Pattaya, it is hardly “peaceful.” You followed
that up with, “On a large blanket I laid out the food,” just who are
you trying to fool? You would have had to divert three busloads of
Taiwanese tourists just to get onto the sand, if it were in the morning,
and if it were in the afternoon there would have been no space left after
the rows of plastic plates with photographs of several, sundry assorted Mr
and Mrs Kims on board the Koh Larn cruiser during their holiday in Pattaya.
When you finally get around to this idyllic picnic, just let Hillary know
and I’ll show you a really deserted beach. Just make sure the champagne
is really cold. Chilled is not enough.
Dear Hillary,
My work colleagues have all decided that I am gay
because I don’t live with anyone, while they all are living with a
succession of local girls. Every week I hear another tale of woe and how
they have been cleaned out. Every week I thank my lucky stars that this is
them not me. They just go straight back into another relationship, which
ends up just like the previous ones - a disaster. They seem to think that
I have something against women, while I don’t, but they keep on saying
over and over, “Got a feller yet?” I haven’t got anything against
gays either, it’s just that I’m not one. How do I get them to
understand at work?
Getting Annoyed
Dear Getting Annoyed,
Jai yen yen! Maintain a cool heart! They are only
keeping this up because you continue to rise to the bait. When they get no
reaction from you, they will eventually stop. It may seem hard, but just a
“suit yourself,” response and nothing else will produce the desired
result. By the way, don’t comment on their relationships and they will
give up commenting on your (lack of relationships) too.
A Slice of Thai History: The birth and growth of squash
by Duncan Stearn
The large influx of foreign - mainly British -
expatriates to work in the growing and lucrative timber industry in the
northern part of Thailand during the latter part of the nineteenth century
was largely responsible for the establishment of the game squash, known
then as squash rackets, in the Kingdom. The game had originally begun
around 1820 at Harrow School in England.
The first squash court, made entirely from teak, was
erected in 1895 at the Chiang Mai Gymkhana Club in the first year of that
organisation’s existence. Sadly, the court was demolished in 1985 after
some 90 years of use.
In 1905 the Royal Bangkok Sports Club (RBSC) mooted the
possibility of introducing squash to the capital by constructing a
dual-purpose facility. At the time there were around 30 regular squash
players living and working in the city and due to the lack of facilities
they were compelled to compete with each other on a private court owned by
an expat named Eric Lawson.
Given the pace of progress in Thailand it’s probably
not surprising that the RBSC’s first squash court wasn’t opened until
1908.
In 1910 David McFie, a founding member of the Chiang
Mai Gymkhana Club, sponsored the first organised squash competition, a
doubles event named the Chiang Mai Challenge Cup. The Cup was held in
Bangkok at the Royal Sports Club and it is still running, undoubtedly one
of the oldest squash competitions in the world.
The first squash competition conducted at the Chiang
Mai Gymkhana Club was held in 1911 and known as the Lowe Cup.
Squash achieved Royal recognition in October 1926 with
the RBSC sponsoring the King’s Cup. The winner’s trophy was presented
by King Prajadhipok (Rama VII), himself a keen squash enthusiast who had
been introduced to the sport while attending Eton College in England.
The King’s Cup, recognised as the national open
championship, has been held every year since then with the only break
coming between 1942 and 1945 when Thailand sided with the Japanese during
the darkest years of the Second World War.
The first local champion to emerge out of the sport was
Yong Hoontrakul who snared the King’s Cup eight times between 1928 and
1938. His son, Sudhanan Hoontrakul maintained the family tradition by
winning both the King’s Cup and the RBSC singles title three times
during the 1960s.
Kevin Crump, an Australian expatriate, proved to be the
most dominant local player in the 1970s with a staggering seven
consecutive King’s Cup victories between 1972 and 1978. During the same
period he also annexed the RBSC singles title and the Queen’s Cup
doubles competition four times each.
When his reign ended the mantle was immediately taken
by an Englishman named Steve Balme who won the King’s Cup in 1979 and
1980 as well as the RSBC singles in 1979. At the 4th East Asian Squash
Championships, held in Bangkok in April 1979, Balme was voted the number
one player.
In 1977 the Thailand Squash Rackets Association (TSRA)
had been established and was instrumental in forming squash leagues and
competitions and generally promoting the sport. To this end the TSRA was
largely responsible for bringing world class players for exhibition
matches in Thailand.
In the 1970s players like Geoff Hunt - an Australian
who in 1976 won the first official world championship and held the title
until 1980 - Ken Hiscoe and Cam Nancarrow came to Thailand.
In 1984 Jahangir Khan from Pakistan, acclaimed by some
pundits as the greatest squash player of all time, came to play exhibition
matches in Thailand. He won the world championship six times from 1981 to
1985 and again in 1988. He had been unbeaten from April 1981 until the
World Championship final of November 1986.
During this time some of the better Thai players were
people like Chirayu Issarangkul na Ayutthaya, Punthavit Wattanasiri and
Peerapol Poonsiri, the latter considered the best of his compatriots.
Bits ‘n’ Bobs
THESE IDIOTS MUST BE STOPPED!
I have all but given up at the idiocy, simple
lack of commonsense or pure selfishness of drivers who ignore the
One-Way system on the sois connecting Second Road and Beach Road.
The signs are clear enough, yet so many motorcyclists seem to
deliberately ignore the rules of the road at their convenience.
The other day I watched with incredulity at this
farang in a small car driving the wrong way up Soi Yamoto from Beach
Road. It was clear to me that he had not realised his mistake until
he was a good third of the way up the soi, but rather than have the
good grace to reverse back down, he preferred to pretend that he was
doing nothing wrong. I watched his progress as he repeatedly
pretended to park, thereby allowing the on-coming traffic to pass,
before snaking up to the top of the soi, much to his passengers’
embarrassment.
The arrogant swine managed to make it all the way up without
being justifiably nabbed by Pattaya’s finest boys in brown. I know
the culprit well ... OK, confession time: all I can say is I am
really sorry and I will never do it again. The sun was in my eyes
and I was under backseat driver pressure to turn left before I
wanted to, honest! Well, that is my excuse and I am sticking to
it...
ANAGRAM OF THE WEEK
Statue of Liberty: Built to stay free
QUOTE OF THE WEEK
“When I die, I want to die like my grandmother who died
peacefully in her sleep, not screaming like all the passengers in
her car.”
CHILLI CON...
Paul goes to a diner and orders the special - cold
chilli.
“Sorry,” the waitress says, “The man next to you
got the last bowl.”
“I’ll just have a coffee, then,” Paul replies.
After a while he sees that the man is finished and that
his chilli bowl is still full.
Paul asks, “Are you going to eat that?”
“No,” the man replies. “You can have it if you
want.”
Paul takes the bowl and starts eating. When he is about
halfway through, he finds a dead mouse in the chilli and throws up into
the bowl.
The other man says sympathetically, “Yup, that’s about as far as I
got, too.”
|
MAID IN THAILAND
I received a fretful call from Maid #1 that the
motorbike was ‘Mai sabai mak mak!’ Having clarified that she was not
injured, I asked what was wrong with the bike and as to whether ‘Mr
Autolube’ had run away again. She assured me that ‘Mr. A’ was still
in residence but then went on to explain that ‘she not with he anymore,
she break head he’. Baffled, I asked for further details only to be
told: ‘Nippon no good anymore, she hurt head he too much!’ I was no
longer intrigued, I was seriously concerned. Fearing that possibly her
friend had been attacked by Japanese tourists, I firmly demanded to know
exactly where she was. She was at a ‘Shop Motorcy’ on 3rd Road. I
asked if she had called the police, only to be told: ‘Police no good!
Man Thai do Nippon now.’
I jumped in the car and hastened off to the ‘Shop Motorcy’ that I
knew, fully expecting to see severed limbs littering the forecourt. I
pulled up, leapt out of the car only to see Maid #1 and a mechanic
chomping away at their respective bowls of noodles. It transpired that the
‘Nippon’ was actually a ‘nipple’, as in the sort at the end of a
cable. ‘He’ was the cable that used to sport a nipple (yes, I know...)
and ‘she’ was the recipient aperture. A cable from the gearbox had
snapped at the point where the male enters the female. No harm done as it
turns out, but possibly a potential plot for a screenwriter with
imagination?
ONLY IN AMERICA
This is a true story and was the top prize-winner in
the recent Criminal Lawyers Award Contest.
A Charlotte, NC, lawyer purchased a box of very rare
and expensive cigars, then insured them against fire, theft, etc. Within a
month, having smoked all these great cigars and without yet having paid
the first premium on the policy, the lawyer filed a claim against the
insurance company. In his claim, the lawyer stated the cigars were lost
“in a series of small fires.” The insurance company refused to pay,
citing the obvious reason: the man had consumed the cigars in the normal
fashion. The lawyer sued and won! In delivering the ruling the judge
agreed with the insurance company that the claim was frivolous, but
nevertheless, the lawyer held a policy from the company in which it had
warranted that the cigars were insurable and guaranteed that it would
insure them against fire, without defining what is considered to be
“unacceptable fire” and was obligated to pay the claim. Rather than
endure a lengthy and costly appeal process, the insurance company accepted
the ruling and paid $15,000 to the lawyer for his loss of the rare cigars,
destroyed in the “fires”
After the lawyer cashed the cheque, the insurance company had him
arrested on 24 counts of arson. His own previous claim and testimony used
as evidence against him, the lawyer was found guilty, jailed for two years
and fined $24,000.
|
Personal Directions: “… It is the customer who pays the wages.”
by Christina Dodd, founder and managing director
of Incorp Training Asssociates
Have you ever noticed that when things go “off the
rails” – it all seems to happen at once? I noted with interest this
week how seriously lacking many places are in terms of the level of
customer service they provide. Most establishments, offices and places I
went, where I was a customer, did very little to make me feel satisfied or
to make me feel that “the customer is king!”
Customers are really getting a bad deal these days. It
is indeed a rare occasion to find a thoroughly satisfied customer! And
when you do find one, it’s almost as if they want to go out and
celebrate their good fortune. It’s like winning the lottery. I know
I’ve felt that way when it has happened to me. The thing is too that you
then want to go and tell everybody about it because it’s just so
unusual!
In many industries, however, there is a lot of emphasis
on customer service and customer related training with vast budgets
allocated annually to stay ahead of the competition. For these companies
and organizations it is their lifeblood and if customers aren’t happy,
then they simply won’t remain customers. They all seem to realize that
there’s enough competition out there and plenty of other places where a
customer can go to feel as though they and their pennies mean something.
But I really wonder how many of these companies deeply
understand the need “to excel” in this service, as
opposed “to just provide” it. It is very evident to me that no amount
of training is going to bring about the desired results unless those staff
involved in customer service really want to be there!
There is an urgent need for employers, on any scale
from airlines to hypermarkets to bookstores and even noodle shops, to take
particular note and pay much more attention to the staff they select to be
up-front with customers. They owe it to their customers!
It’s no longer the case of a pretty face and a nice
smile to keep customers satisfied. It is not the case of what kind of
degree someone has or what school they went to, or moreover - who they
know. The people who are employed in the field of customer service have to
want to be there, doing their job and enjoying every minute of it! Indeed
they have to have a passion and a love for it. They have to be
service-minded and to be service-oriented in all aspects of their work
with a sincere and genuine desire to give their very best without
condition.
“Everybody can be great. Because anybody can serve.
You don’t have to have a college degree to serve. You don’t have to
make your subject and verb agree to serve ... you don’t have to know the
second theory of thermodynamics in physics to serve. You only need a heart
full of grace. A soul generated by love.”
- Dr. Martin Luther King, Jr.
You know yourself that when you are faced with having
to undertake a task you don’t really enjoy or like then you don’t give
it your full attention or effort. It’s a simple fact. We get on with it
because we have to – not because we want to and when that situation
exists, the results are dramatically different.
How many times have you been served by staff who have
it written all over their face that they would like to be somewhere else?
I come across this so often that it is almost routine. The number of times
I see sales staff slouching against walls or counters playing with their
hair, or all standing around having a great old gossip – are too many to
count. And I have seen this activity in the same store for almost twenty
years! I’m sure I’m not the only one who has had this experience and
continues to have it.
At check-in counters at airports, have you ever felt
like you are talking to and looking at a piece of cardboard? This is
becoming the norm these days and becoming more frustrating for customers.
Hotel reception staff appear more concerned with taking details of your
credit card and having you complete the registration form than they are
with exchanging pleasantries. And if there’s a computer or cash register
anywhere near you if you are making any sort of enquiry, then you have no
hope because the computer is always right – isn’t it!
As Henry Ford said many years ago:
“It is not the employer who pays the wages. Employers
only handle the money. It is the customer who pays the wages.”
There are of course many instances where the customer
does come away satisfied with the service they have been given and we as
customers have all been on the receiving end of good and sometimes
exceptional service. But these instances are becoming fewer and fewer and
the level of service lacking in what one could simply call “spirit”.
There needs to be a revolution in how we regard people
and care for their needs. We have to take a long hard look at how we
handle enquiries and provide assistance and where our responsibilities
begin and end. Being service-minded is the very first step and an integral
part to great customer relations. Then comes the human element or human
factor and having an understanding of how we behave both from the service
provider and the customer perspective. Then there is training … training
… and more training to excel in the specifics and to perfect job
performance.
Knowing how to handle people doesn’t mean you have to
be a psychiatrist (although I have had experiences where having one around
would have been handy). When I train people in customer service I place a
lot of importance on this aspect because it is becoming increasingly
necessary in view of the fact that people – customers – have far
greater and seemingly more urgent needs than before. Stress plays a major
role in a lot of encounters and unless handled carefully and competently,
can turn a general complaint into an enormous problem. Rather like having
what seemed a mild sea breeze turn into a raging hurricane!
Recently I witnessed an incident at a hotel where a
complaint was made to the front office staff about a power shortage in a
guest’s room. The details were recorded and information immediately
passed on to the relevant department, in this case the engineer’s
office. When the guest returned much later that evening, the room was in
darkness with no power and worst of all no air-conditioning! The guest,
who had gone to the room thinking that his initial complaint had been
rectified, had to come all the way down thirty five floors to try to get
sense and an answer as to why the problem wasn’t fixed. You can imagine
the stress levels rising at this stage!
To cut a long story short (no pun intended), the front
office staff had done the right thing but had failed on one major point
– they “assumed” the problem would be fixed and didn’t follow-up
with the engineer’s office to see that it had actually been fixed. To
take responsibility and to ensure that a problem has been fixed even
though it takes more effort is giving true customer service. Knowing where
responsibility begins and ends is critical to providing excellence.
It is worthwhile remembering that:
“Your most unhappy customers are your greatest source
of learning.”
- Bill Gates. Business @ the Speed of Thought
Have a great week!
Christina can be contacted by email at christina.dodd@
incorptraining.com or directly at Incorp Training Associates in Bangkok,
tel. (0) 2652 1867-8, fax: (0) 2652 1870. Programs and services can be
found at www.incorptraining.com
Social Commentary by Khai Khem
Three-minute speed dating
I ran into an energetic young professional woman in the
street the other day and while we were chatting I imagined she used the
bizarre term “three-minute dating.” Surely I heard her wrong. Perhaps
she said ‘three-minute call-waiting’, or ‘free-style skating’.
Having a conversation on Second Road is like balancing your checkbook
inside a big bass drum.
I was tempted to let the whole topic go and skip to the
weather or shopping but confusion and curiosity got the better of me.
Three-minute dating? Yes, I’d heard right. I quickly herded her into a
shop for a cup of tea. This was a subject I needed to know about.
Something told me I was seriously ‘out of the loop’.
As we talked it hit me that there are moments in life,
probably after the age of 35, when one must come to grips that the older
generation is stranded in the quicksand of modern pop culture which is
pretty much the same all over the world these days, and we are no longer
on the cutting age, but lagging a few steps behind fast changing trends.
That’s fine with me. I’m happy to leave the pierced navels and
multi-colored hair, the revival of gaudy tattoos gouged into sensitive
places of human anatomy, and Yuppie quests for modern Holy Grails to those
with more greed and energy than I now possess.
As this young lady started to explain the latest rage
in relationships, I suddenly realized this was not one of those moments. I
wasn’t lagging a few steps behind. I’d been left abandoned in a cave
housing artifacts from the Bronze Age.
According to her, three-minute dating is a variation on
speed-dating, also known as flash-dating, or fast-tracking the dating
scene. For example, groups of guys or gals get together at a bar, then
whisk from one conversation to another, each lasting for 3 minutes before
they excuse themselves with a “Bye now” and move on to meaningful
banter with the next Leo, Gemini, Virgo, lawyer, stockbroker, or real
estate developer.
At the end of the three-minute ‘date’ participants
can mark yes on their scoreboard if they like someone. If that someone
likes you too, the event organizer supplies you with the other person’s
email address.
My friend, who’s a partner with a successful law
firm, can zip through 30 or more dates in one night. Lawyers learn to size
up people very quickly. They seem to have more stamina than mere mortals
and are trained to go for the throat. As she went on I secretly thought
about entering some Special Forces Vietnam combat veterans I know as to
make these nights out a little more interesting.
Then she asked me if I wanted to come along one
evening. I blanched. I’d have sooner attended a public hanging, but told
her I’d think about it and privately hoped she’d lost my telephone
number. I’ve been known to do a little ‘table-hopping’ at favorite
restaurants where I run into groups of friends. But the thought of 30
self-revealing conversation-dates in a row with total strangers packing
scorecards made me want to swallow my tongue. I could feel my hair turning
white as we spoke.
As she babbled on I kept wondering about the limit of
three minutes. It’s shorter than a pop song on the radio and barely the
length of a commercial TV break. I can’t fix a sandwich that fast. It
takes me longer to get undressed, although she assured me that was not
part of what happens at a three-minute dating event, except in the
imagination.
One upon a time a date used to mean dinner and maybe a
movie or a nightclub. That was too much investment for the fast-paced
professionals who helped make “It’s Just Lunch” a 1990s dating
phenomenon. In the 21st century, lunch is an eternity to waste on a jerk.
So we now we have speed-dating. I predict that as the Millennium goes
forward this phenomenon will shrink to 60 seconds.
As I struggled to come to grips with this new-found
information, my thoughts turned to the criticism directed toward foreign
men in Pattaya who hang out in Walking Street and shop around for young
Thai girls half their age who work in bars, barely speak their language
and perhaps require a little monetary recompense in exchange for lots of
tender loving care.
At least they get more than 3 minutes of attention for
their baht’s worth and if she’s got a scorecard, at least she’s
discreet about it. When the relationship ‘goes south’ after a few
months, along with the bank account and the new house or condo; as one
gentleman said, “It’s only money.” I’m all for letting the poor
chaps have their fun if it last more than more than 180 seconds.
Women’s World:A mother’s worst nightmare
Part 2
by Lesley Warmer
Some people might ask, “How can you write about
something as personal as this?” The way I achieve peace of mind is to
write. It’s the best therapy for me. I’m a mother and I write a
woman’s column, only another mother can understand how I feel. (A father
will feel as bad but in a different way). I want any mother reading this
column to be sure to give their daughters or sons an extra cuddle and tell
them how special they really are.
At this point it is important for me to write that Emma
has many friends in Pattaya and I would like to thank them for their kind
wishes and the flowers and cards that she has received...
As I stood beside the bed I understood what it means
when someone says that they had an ‘out of body experience’. I felt as
if I was watching me watching Emma from somewhere up above - it was a most
peculiar and very real feeling. I looked down at her unrecognizable face,
made worse by the gravel burns, swelling, and water retention (I later
found out caused by the drugs). The left side of her face, including her
eye, was covered in bandages. Her hair was literally still caked in dried
blood and the left side of the head raw where she had been scalped. Her
left shoulder and right hand were oozing blood through the bandages. I
dreaded to think what was under them. My chest began to get tight as I
tried to get near her through all the paraphernalia separating us. I
leaned down to find a part of her ruined body where I could kiss her or
touch her, her legs were the only part of her not damaged.
I knew she had been a passenger in an open top Suzuki
jeep with two other girls; the other passenger suffered some nasty
injuries but not life threatening. I later found out (not from Emma, she
still has no recollection of that day at all) that it was a beautiful
sunny Sunday afternoon, so the girls went to the supermarket shopping for
a barbecue, laughing and happy. Emma sat in the middle in the front with
her friend by the door. They had tried to get the seat belt around the two
of them but it wouldn’t fit. The driver was wearing a seat belt and she
walked away from the crash with a bruised knee. But it was later
discovered that she had drunk well over the allowed limit - she will be
prosecuted.
The car went into a skid, a witness said it went up
into the air. Emma was holding onto the roll bar with her right hand, and
her hair must have become wrapped around the bar as the car rolled and she
fell out, then it rolled over her. The driver rang Emma’s husband and he
got there before the ambulance to find his wife crawling around the road
in a mass of blood crying “help me, please help me.” The poor man has
trouble closing his eyes at night and not seeing this dreadful image. I
had come along the same part of the road to reach the hospital, past my
daughter’s blood on the road. There were police signs asking for
witnesses; it’s strange how all the family said we felt isolated as we
looked at the people around us. They were all going about their daily
business having no idea of the nightmare screaming inside us. When you
have contact with someone in the future and you have cause to say
“miserable bitch, she didn’t even smile or say thank you,” spare a
thought that maybe there’s a good reason. All this was going through my
mind as I stood there just looking helplessly at the bed.
A nurse came over to me and I asked for an explanation
of Emma’s injuries. The nurse said, “She has 10 broken ribs, 2 broken
collar bones, both shoulder blades broken, right hand with several crushed
fingers, broken wrist, punctured lung, bruised heart, left eye damaged,
considerable flesh missing from the forehead and temple, severe wound on
the left shoulder caused by the shoulder blade and collar bone piercing it
and a considerable amount of hair ripped from the skull.” I was stunned.
I couldn’t believe that this was my daughter they were talking about.
I turned and walked out of ICU in a numbed state it was
suddenly, oh so real, I wasn’t going to wake up, and no one had
exaggerated.
(To be continued…)
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