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; customer for life (Carl Sewell)
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
