DOES GOOD SERVICE BEGIN WITH THE CUSTOMER?

Ms Joey Low has had six bosses in just under 10 years.

No, the 29-year-old is not a serial job-hopper. Instead, it is her bosses that keep changing.

Since September 1996, Ms Low has held the appointment of Secretary to the Commanding Officer (CO) of the Republic of Singapore Navy's (RSN) 188 Squadron at Tuas Naval Base.

As part of the Singapore Armed Forces' (SAF) leadership renewal, a new officer is appointed the CO of the missile corvette squadron every few years. Hence, Ms Low has become quite used to adapting to different leadership styles.

"Some of my bosses were tougher, some more patient, and others work more independently, which is better for me; the less he relies on me, the less work I ve to do!" she quips.

But do not be mistaken in thinking that Ms Low is lazy.

Far from it. Her workday is filled with many things to manage: sending emails, arranging for meetings, updating work schedules, making travel arrangements, filing papers and documents, and booking transport, among many other things.

Furthermore, she also helps to manage administrative matters for other COs of the missile corvettes in the squadron.

"As we're operationally-ready, there're often last-minute changes to manage. Sometimes, at night when I'm at home getting ready to sleep, I can be called to arrange for a meeting the following day. Things pop up now and then," says Ms Low matter-of-factly.

Which is why Ms Low definitely agrees that good service begins with the 'customer'. "If I've a good boss, I'll definitely perform better at my job!"

Thankfully she has been blessed with good bosses thus far.

"When I first began work in the Navy, I was worried because I knew the job environment will be different from a civilian work life. But I quickly discovered that while some officers may look stern, they're in fact very nice and understanding!"

Ms Low recalls an incident four years ago when, in a moment of confusion, she updated her boss' schedule wrongly and sent him for a meeting at Changi Naval Base, when it was actually supposed to be held in Tuas.

"My boss had to drive all the way back from Changi and he was so late for the meeting!" she exclaims. "But he was so nice about it! He did not scold me and told me not to worry about it at all!"

"After this incident, I learnt to be more focused and to plan ahead for unforeseen circumstances. I also realised that while my bosses may be senior officers, they're very thoughtful and forgiving," she adds.

The RSN has often been described as "one big family"; perhaps this a manifestation of this 'family bond'?

"Definitely!" says Ms Low. "I still keep in contact with my previous bosses and some even drop by to say 'hi' from time to time. Furthermore, before some of the officers became my boss, we were actually already friends."

"I've seen some of them rise through the ranks, as a ship CO or Executive Officer before becoming the CO of the squadron, and it's very meaningful to see them advance in their career."
Also particularly meaningful is receiving the MINDEF Star Service Award this year.

Ms Low says: "I feel deeply honoured that a certain level of recognition has been granted to me for my service. This gives me a great sense of personal achievement, and I'm very happy that my efforts have been appreciated."

And while she has remained in the same job over the years, Ms Low says she has done some 'growing up' over the years: "I've become more confident and more comfortable with speaking up."

"I'm very happy working here, and even if I do move on in the future, I like to stay in the service industry, to interact and meet new people," she adds.

The Star Service Award Scheme for the Public Service was introduced in 2002 with the objective of achieving service excellence in the public service by recognising staff who have consistently delivered quality service.

MINDEF has spearheaded this movement, encouraging its various services and formations to nominate its best personnel who have gone the extra mile for service. Winners will receive the MINDEF Star Service Award during MINDEF PRIDE Day in May.


11 May 2006: Can a simple smile solve service-related problems?
16 May 2006: Is the customer always right?
22 May 2006: Does monetary reward encourage better service?
26 May 2006: Do women provide better service?