SERVICES - Earn a Respect

The nature and attributes of a "service" takes time to understand and we often take it for granted. 

If the company sells "products", it transforms raw materials into tangible items to be sold to the customers. A product has colour, shape, sometimes even smell and performance attributes i.e. how fast a car can go, how much weight it can carry and so forth. 

Services are unfortunately, "intangible". You cannot store it, and it needs to be both produced and consumed simultaneously. The only measure of performance is the “service experience”. Whether it is good (reliable, predictable, within or above expectations), or horrendous (slow, sloppy, error prone, below expectations). 

What we often take for granted is that the business of Legacy Management is a “SERVICES” business. We forget, and we call it an “Legacy” business.

All of US… (we) represent the company and our service levels-> The manner we speak, how we address the customers, how we reply to requests, our tardiness, our commitment; in summary how we are “experienced” by the customer. 

Secondly, Legacy Management is a “skilled” service; and customers expect Amanah Raya Berhad to be better than their internal Legacy personnel.

…and we MUST NOT take that for granted. 

If we take our skills for granted, so will our customers. 
The same measure of respect that we accord a good surgeon bringing a new-born into the world, is the ambition that we should have. We have to stay “relevant” to the customer, or else we have not earned our right to exist.

We go to the doctor because we trust the doctor. 

Similarly, customers come to Amanah Raya Berhad ONLY when they trust that we have their best intensions at heart. 
That we possess the skills to deliver the services at the expected service levels with a great customer “experience” to boot. 

So let’s recap. 
1) Legacy Management is a SERVICES business. Do not take it for granted.
2) We need skills to be trusted and to deliver the service -> To stay relevant. To EARN our right to exist.
3) We need to deliver the service with the best intentions and at an experience level that the customer can enjoy.Top of Form

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