January 2010 Archives

My mum, sis and I had lunch at Magma, the German restaurant. While we were deciding what to eat, my mother looked around and commented that this would be a nice place to bring the Tan clan.

We asked how many tables the restaurant could seat, and noted that it could accommodate all 30 of us.

At this point, the waitress was unable to hold back her curiosity, and ventured a question.

“Are you Singaporeans?”

That question was surprising, because we’ve dined out so many times over the decades and nobody’s mistaken us for foreigners. We speak with Singaporean accents (without the Singlish), and we don’t look particularly foreign. And the waitress herself appeared to be a local.

We told her we were Singaporeans. What made her ask that question?

She indicated that not many locals come to this place. Well, that doesn’t make us non-Singaporeans. I’ve dined at Magma for a few years and even had a Christmas dinner with a big group of colleagues (all locals) here.

Later on, I realised the waitress hadn’t completely gotten over the phenomenon of locals wanting to eat at this non-local restaurant.

“Hmm, they have beef tartar on the menu too!” I murmured. “But that’s not really German enough for me.”

“Beef tartar is raw,” interjected the waitress. She meant well but it didn’t seem to register that we were not uninitiated country buffoons.

“I know. I’ve been eating beef tartar for many years,” I replied.

Thereafter, we were left alone, but I could not forget this strong impression the waitress seemed to have - that this was only a place for expats, perhaps, and that local people do not know how to eat this kind of food.

Heard of Oktoberfest?? (yes, that’s more Bavarian, as my German classmates tell me, but the point is that Singaporeans are not all ‘sua koo’)

Overall, it was a most amusing exchange and I hope we have busted all the myths attached to our ‘local’ stereotype :)

To get a job, you need some aptitude. Usually that comes in the form of qualifications. However, to keep your job and do well in it, you need something more: Attitude.

Attitude makes other people want to help you, even if you’ve made lots of mistakes before. Because they know you’ll try and try again, and one day you will get it right. Then they can move you up the value chain.

Attitude makes people want to stand up for you, even when others criticise your flaws. Because people know that you won’t disappoint them when it comes to the crunch. Your tenacity will make sure that you reach that potential.

Attitude keeps you moving up. If you’re capable but lack humility or gratefulness, people won’t want to continue to support you as you move higher up the ladder. And there’s no way you can do a perfect job all the time - there’s bound to be mistakes. Attitude helps people forgive you and move on more quickly. It makes them want to help you improve.

So, when you have aptitude + attitude, the only way you should go is up. When one of the 2 components is missing, you will stagnate at best. And you probably won’t enjoy your work as much, either.

Attitude is something that can be developed. It can be influenced by others in your life. So, carefully choose the people you hang out with, and the people you aspire to be like.

Don’t rest on your laurels just because you’re happy with the managerial prospects of your MBTI type and other psychological assessments. Live up to your type’s potential!

Remember that for every successful person of your type, there’s probably also a school dropout, mediocre worker bee or even a felon with the same type as you.

So stop fantasising / complaining / bumming around, and get on with your real work!

The Wall Street Journal investigates a plethora of possible mockups and rumours.

When I first became an Amex cardholder, four years ago, my name was spelt wrongly on the newly-issued credit card.*

I called Customer Service, who sent me a new card - which was also spelt wrongly.

I called Customer Service again, and they sent me another card - still, spelt wrongly.

Evidence - two replacement cards with my name spelt as “Khim” instead of “Kim”.

Finally they got my name right. Then, when I started using the card, they misspelt the name on my monthly statements as well.

I called Customer Service again, and they promised to fix it.

In the next statement they sent, the name at the top of the document was spelt correctly, but further down, where my name was repeated, the same misspelling prevailed.

It was so tiring that I decided to forget about complaining for a while. It was not a big issue, but I did expect a top-notch company to get their internal processes right. Also, if I ever had to use my statements to make claims, it might look funny that my name was spelt a little differently, halfway down the document.

But after going through my monthly statements today, I felt there was no point accepting it anymore. It’s the new year and things need to be set straight!

So I called Customer Service just now.

I told this Customer Service rep my neverending story - of how I’ve tried in vain to correct the spelling of my name in all documents. This time, I wanted her to fix the misspelt names that still appears in the second half of every page in my statements.

The rep apologised on behalf of her colleagues and promised this would be the last time I would need to call them up about this.

-However, she would have to issue me a new card.

Why? I asked.

-Because the card is linked to the particular field in the statement. Thus, to correct the name in the statement, she needs to send me a new card.

But the name on my card is spelt correctly. Why can’t I just keep my card, and Amex can simply amend the name on the statement?

-It has to be done this way. It’s linked.

That’s strange. If they’re linked, then why is my card spelt correctly but the statement name is still wrong?

-She didn’t quite have an answer for that.

And if a new card is sent to me, will the number be changed as well, or just the name? I had monthly and annual subscriptions online, so changing my card number means I have to update all these website as well.

-Yes, the number would be changed too.

So I can’t use my existing card until you send me a new one?

-Yes, your card will be deactivated. But we will dispatch a new card to you tomorrow.

It doesn’t appear as if your processes are working together efficiently. (I said something to that effect)

-The rep assured me, again, that this would be the last time I’d have to call them up about this.

I decided to go through with the card change so that I could resolve this problem once and for all. Nevertheless, it amazes me that systems can be so interlinked yet not really talking to each other, at least for the right things.

Taking it a step further - would feedback like mine lead to any systemic change? I really wonder. Maybe if enough people complain about it. Still, you can see how much time and resources were taken up to rectify this mistake, e.g. re-issuing cards and documents, sending couriers, spending time on hold and talking on the phone… because things were not linked up properly.

*For those unfamiliar with Singapore credit card application process: When you apply for credit cards, you need to submit copies of your Identification documents - so there’s no way I’d have spelt my own name wrongly.

It is with some sadness that I learnt, via Jeffrey Zeldman’s tweet, that Brad Graham has passed away. While I didn’t know Brad well, his death prompted me to dig up old photos I had of him, and look back at what he did in the context of SXSW, which I am most familiar with.

(Others may choose to write about Brad’s contributions in different areas, for he was a man of many interests and talents. What’s important is that our blog posts and tweets will serve to remind us of him in a more permanent manner.)

My first SXSW pilgrimage was made in 2006. As a greenhorn I had lots to learn about the culture and traditions at this annual geekfest in Austin, Texas. Fortunately, I had veteran Lucian to show me the ropes.

One of the first things we did, before the real programme started, was to attend Break Bread with Brad. Break Bread with Brad 2006 took place at the Gingerman Pub. From my Flickr collection:

Who was Brad?

He came across as very confident and extroverted; a people-oriented guy, always joking around with random folks. This was his stage, and everybody knew who he was. Beyond these first impressions, though, I also thought it was a pretty good idea of his to organize this event as it served as an ice-breaker, especially for SXSW newbies like me.

As the host, Brad gave out quirky little prizes to guests and provided general entertainment for everyone.

I met Brad, and recall he sat near me, telling some of us his reason for organizing Break Bread every year - to meet more people. At the same time, he was giving something back to SXSW by creating this tradition. After you meet people at Break Bread, talking with them again is easier when you next bump into them at the Convention Centre.

A few people I met at Break Bread, I did keep in touch with over the next few years. Such as Ralph, Elaine and Pat at Break Bread 2006. At Break Bread 2007 I met my ‘fellow Tan’, Sarah who then became my room mate at SXSW 2008. So, thank you Brad, for giving us all a platform to make new acquaintances.

Break Bread 2007 was at Buffalo Billiards. I recall meeting Wilson and walking there with the Dell team in the evening. This time, I was no longer the newbie but was showing the SXSW newcomers around. I took another photo of Brad, here:

According to my Flickr photo title, I had introduced Dell’s Lionel Menchaca, to Brad. I vaguely recall Brad saying something outrageous or naughty about Dell but can’t be too sure about that ;-)

Despite meeting lots of people, Brad wasn’t the kind of guy that would just shake your hand and forget who you were, 10 minutes later. I recall in the later hours of Break Bread 2006, there was a prize to be given out for the person who travelled the longest distance to SXSW. Brad remembered Lucian and me, and called out that there were Singaporeans in the audience. He looked pointedly, and mischievously, in our direction.

Unfortunately, we lost out to a big Aussie, who did deserve the prize as it is a longer distance from Down Under to downtown Austin.

But hey, thanks for remembering us, Brad.

We will remember you.