Mr. Ooi -the accidental brand?

There was a little shop lot in Lucky Garden, Bangsar where the boxes are stacked from floor to ceiling, where walking about the store was difficult because the aisles were either blocked with boxes of merchandise on display or customers in line waiting to see the thin, nerdy looking but affable Mr. Ooi the pharmacist who runs AA Pharmacy.

He personally serves and advises every single one of his customers who come to see him in his shop with the care and empathy that a mother would give her children. Everyone seems to want to talk to him, consult him, see him.
When my turn comes, he listens intently to me and the description of my ailment then almost instantly returns with a cream or a bottle of something he thinks should work. He then proceeds to painstakingly explain the product and it's usage and he would have all the time and patience to answer whatever questions you may have. Then when you ask the price he looks at the label then gives you a discount without you even asking for it and off you go. Happy to have been served.

That was then. Now, about only two years later, he has since moved into the corner lot with two floors of retail space. Still his floors are hard to navigate with even more vitamin and supplement boxes piling high everywhere. The customers keep coming to ask him for a prescription, a recommendation, a word, an opinion or simply a smile. He readily gives each and everyone of them what they want and each will leave feeling thoroughly satisfied.
Sometimes I wonder if Mr. Ooi is the brand or his pharmacy? Whichever the case, all his employees tend to deliver a similar experience to all customers.

AA Pharmacy a relative newcomer to the Lucky Gardens marketplace, was coming into a fiercely competitive landscape, already 2 Chinese Medical Halls, 3 other well known pharmacies and scores of other mini mart and retail stores exist. Yet AA Pharmacy is arguably the most sought after, most Caring and acts more like a Guardian to the people of one of the choicest neighbourhoods in Klang Valley.

Lesson learnt from Mr. Ooi;

1. Love and revere your customers and your customers will trust you and confide in you. Once they trust you to confide in you, you have built an almost unbreakable bond with them.

2. Love your work, it shows when you interact with your customers in an authentic manner. When you love what you do, everybody benefits from the amount of knowledge you have to share on the business you're in. That makes you an expert in your field.


3. When you are faced with big brands as competitors, dig into your innermost core to find your passion  and use that as your core value to win and keep customers. In Mr. Ooi's case his passion was excellence and he consistently delivered it through himself. Excellence seem to permeate all aspects of his business, from service to products and product range, pricing and promotion.

4. By osmosis or by example his entire staff force followed his leadership and service excellence and fair pricing became the business niche and strategy for AA Pharmacy to thrive in an already crowded marketplace.

When next in Lucky Garden, stop by to say hi to Mr. Ooi at AA Pharmacy, this yet to be married young man who went to secondary school in VI will not disappoint you.
Some of you who's been there might agree.

'The sun will dry up your brains Peter Gan'

Those were the words my father used when I refused to put on a hat out in the afternoon sun while doing 'hard labour' in my father's 'orchard' back in our home at number 27 Woon Estate, Tampin  almost 35 years ago.

My father, in his standard attire of white singlet over a hitched-up checked sarong, was trying to direct me to dig 5 holes in the ground using a hoe and a 'cangkul' so that he could plant 5 durian saplings.  The saplings had been lovingly nursed and nurtured from the seeds of his favorite varieties through the years. He had them grown in black plastic bags filled with earth and now they are ready to be transplanted in the ground. The ground was a strip of land at the back of our house just outside the fence sloping down about 12 feet to a drain that connect all the houses on my row channeling household waste water out and down to a creek in sleepy valley beyond.

Already I was grungy being forced outdoors to do menial labour. As I slogged and sweated in the heat, I think to myself; growing durian trees from saplings? How long will we have to wait? What a daft idea...I thought as I blurted out;
"Pa, we would never even live to see the fruits, if indeed they could bear fruit, let alone get to even taste them".
My father refused to budge and just urged me on and I still had those holes to dig. It was not without more drama and heated exchange of words between my father and I as the afternoon wore on until the holes were all finally dug. Still, I was not a happy person that afternoon.

"Now, before we lower the saplings into those holes, put that first into the bottom of the holes", he pointed to a large mound of black earth in our garden. So I did as I was told, I took a big bucket filled it up with black earth and lumbered up and down the slope lining the 5 holes with rich, nutritious black earth.
Then I watched my father tear up the black plastic bags exposing the cylindrical earthy base of the young plants and laying the sapling into each of the holes I had dug. With the loving dexterity of a heart surgeon, he moved each sapling into position, filled it with more earth, adjusted each until he is pleased with it then he directed me to fill up what's remaining of the hole until the soil formed a mound around the stems of the saplings. Much like the chief surgeon telling his assistant to close up on successful surgery.
My father then appeared with a large pail of water and proceeded to water each newly transplanted sapling with a plastic bowl. He did it ever so tenderly, he scooped up water and then let it run through his cupped hand through his fingers down to the base of the stems of each of the 5 saplings. The earth mounds settling further down the stem as he did that, compacting the soil further reinforcing the planting.
My father looked pleased as he stood looking over the backyard fence down at the slope where we just finished an entire afternoon's work of planting. I'm a bloody planter's son I thought and
"I still don't think we would harvest the fruits of our labour Pa" I said to him. He just smiled and said;

"You just wait, you just wait"

15 years later, we sold our house after my mother passed away, the trees have grown somewhat substantially but still yielded no fruit. I told myself that we were not meant to get anything from those trees we planted but still it would be nice to know if they could yield. I took my father and left Tampin to resettle in KL. It was the nineties.

Now fast forward to present day Hari Raya 2010. Four and a half years after my father passed away, I finally meet up with my old neighbours the Balasingams in Seremban, my childhood friends, Willie and Gabriel. Gabriel the elder brother told me he visited our old hometown regularly to tend to their unoccupied house just next door to ours. Gabriel had news I had waited 35 years for.
The durian trees that I had planted with my father actually bore fruit, and they bore abundant fruits with bountiful harvest. And they tasted very good, Gabriel testified. The current owner of my old house an Encik Mazlan is indeed a good man to enjoy the abundance that my father initiated. So much that went into those saplings we planted in the ground that hot afternoon.

I now know and I think my papa knew all along. I know he is happy because when I drove back to KL late that Hari Raya night, I felt a nice warm feeling come over me knowing we shared more than planting durian trees and that my father left me with these lessons;


- To do things properly, diligently with loving tender care.
- To have faith that in whatever I do, that it will surely bear fruit, and bountifully.
- To wear a hat when out in the sun.



Thanks Papa.

Chinese New Year 2010

This year my Chinese New Year family is getting delightfully auspicious with the Levers in full force at our reunion dinner. It is carefully and cleverly arranged at China Treasures, the delightful Chinese restaurant at The Sime Darby Convention Centre in Bukit Kiara. The private room setting gave us the intimacy of sharing news and stories of the recent past. And the opportunity to toss the Yee Sang a little higher and shout a little louder!
Dinner is a full menu of 10-course auspicious, Chinese dishes that sounds prosperous, happy, sustainable and joyful. No complaints about the food nor the company save for the relative size of the private room proportionate to the party. Ann and Hanim spent precious time with us as this CNY was to be a short one without extended holidays declared in Jakarta.
After dinner, it was drinks at home, wine for the ladies, single-malt whiskeys for the boys.
At midnight we wished each other Gong Xi Fa Cai above the din of firecrackers and fireworks and hoped that this special moment of reunions will always go on with our families.
Xin Nian Kuai Le' to you all. May you find love at the end of it all.

reBlog from dragonintuitive.com: Spirituality for Living

I was happily dipping into the twitter stream today and because Twitter is a huge flowing river, I can only pay attention to what flows closest to me or what catches my eyes first. And when it does, that I consider my message from the universe/god/the almighty for that moment when I tune into the twitter stream

 

And so I found this fascinating quote today:

• The secret is to learn to be happy first, with whatever you have.


• But what you have was acquired first and thought to bring happiness.


• To find a way to be grateful, then that attracts more things to be grateful for.


• Ah yes, but to realize why you are not happy is the awakening. Sorrow is the slow route to evolution, presence is the shortcut.


• Having what you want won’t make you happy, being happy brings you what you want. No wonder most of us don’t get what we want.


• Than why set myself goals in life if what I have should already make me happy?

dragonintuitive.com, Spirituality for Living, Feb 2010

You should read the whole article.

New Year-10Things

Every year, I advocate a resolutions of sorts for my loved ones and colleagues.
This is so that we can live our lives with purpose and chart our progress as we traverse along the passage of time.
I find that nothing beats the benefit of hindsight to guide us into the future or to help remind us of the trials we have overcome and triumphs we have savoured.
The 10 things start with a review of the previous year's achievements. Or otherwise.
Then we proceed to examine what went right or what went wrong.
With new resolve we then list our 10 Things and of course our DCA- Definite chief Aim, that thing we must achieve at all cost.
I'm pleased to have done all the that within the first week of January for all my companies.
It was also most satisfying to have had 2 sessions with the family, first review on Boxing Day then finalize on New Year's Day.

Happy New Year and Happy New Decade All! I wish for all your dreams to come true...