It’s Time To Serve Others Well.

by Patrick Liew on August 27, 2018

It’s Time To Serve Others Well.

On Monday, 29 October 2012, my colleagues and I were driving back from a business trip in Malaysia.

We decided to buy some durians from a stall along the roadsides.

After choosing the durians, I bargained for a better price.

The durian seller, a guy by the name of Ah Sern gave me what I thought was a reasonable offer.

While engaging him in a short conversation, he shared with me his philosophy of doing business.

His words still ring softly but powerfully in my ears and continue to move my heart.

Ah Sern told me, “When I accept any payment from my customer, I am mindful that it is his hard-earned money.

“I will do everything I can to give him back good value for his purchase.”

He shared with me that he is a religious man and is active in his faith.

He would not do anything against his conscience and carry the burden of his guilt in his being.

His next action touched my heart deeply.
He gave me his business card and assured me, “When you reach home and if any of my fruits is not up to your expectation, please call me.

“I will replace them for you.”

Ah Sern must have seen the surprised look on my face.

His response included some of the most moving words I have ever heard in the business world.

He asked me a rhetorical question, “Do you know why I offer to replace the fruits?”

Without waiting for an answer, he continued, “Let me share with you an illustration.

“Let’s suppose my wife asks me to bring home a durian for my young daughter.

“Her intention was to brighten up my child’s day.

“I’m sure you can imagine how happy my child will be.

“She may even dance in joy.

“However, if I open the durian and the flesh is hard and tasteless, how will she feel?

“Won’t she feel disappointed and even sad about it?

“I don’t want you or any of my customers to feel the same way”.

My colleague and I looked at each other, our eyes spoke the same inaudible word, “Wow!”

Before driving off, I asked Ah Sern for a few more of his business cards.

Later, my colleague asked me, “Will you patronise his stall again?”

Without any hesitation, I replied, “Of course!

“I will even tell my friends about him and his business philosophy.”

Long time ago, I realize that providing good service is not just part of a business or a job.

Serving others well is a part of your human heart and should be a part of your lifestyle.

The heart of any business is service.

Without offering good experience to customers, it’s unlikely the business will grow healthily.

I have always said that the heart of a service problem is a problem of the heart.

The worst heart disease is not to have a heart for people.

If you don’t have a heart for customers, nothing in the world can help you improve your service.

The quality of your heart determines the quality of your service.

When you sincerely love and care for people and provide outstanding service, chances are you have an outstanding heart.

How’s your heart for people and for serving them well?


I hope this message will find a place in your heart.

By the way, I have also recorded other reflections.

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