SMEs can gain competitive edge by making customers happy
I refer to the commentary “How SMEs can be more nimble and innovative” (Feb 24) on how local businesses can make themselves more competitive.
I would suggest that, besides the four ways identified, small and medium enterprises could do so by constantly finding ways to delight and be more responsive to customers, their revenue drivers.
I recently patronised FOC Sentosa at Palawan Beach with my family.
It was a typical busy Sunday brunch, and the only table available was outdoors and still wet from the drizzle earlier.
Despite the crowd and the fact that I did not have a reservation — typically required for weekends — the staff took pains to seat us in the sheltered area close to their pool, where my daughter had headed for to play.
I was reminded of the FOC restaurant at Hong Kong Street, where I had dined before, and I was astounded by the consistency of customer service, which was par excellence.
On top of this and its excellent fare, FOC is a socially responsible enterprise that supports government initiatives to reskill and repurpose Singaporean workers, such as Workforce Singapore’s Work Trial.
How’s that for delighting customers, responding to their needs and giving back to society to boot? I daresay FOC’s staff and management are standard-bearers for Singapore’s food and beverage industry.
