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Attention to Details – The Richard Branson Way

Posted April 30, 2013 by in CEO Updates

Mr. Chong Chee Wah
Founder & CEO

Dear Readers,

I have spent a considerable amount of my personal time in the past – thinking of a question – how did small companies compete and take on the bigger boys? My research and reading have brought me to several sources.

I looked at how Alibaba managed to grow from a small company to challenge the big boys like eBay. I read how Richard Branson brought Virgin from a single aircraft company to challenge British Airways. There are so many examples out there.

It is pretty obvious that each successful company out there had gone through a phase when they were small and vulnerable. Lacking resources and yet fighting in a battlefield with bigger boys. Hence, the key question to me would be – how did they do it? Historically, we had seen battles where much smaller forces had overcome far superior numerical forces. Again, how did they do it?

Actually, there are many factors that result in such asymmetrical victory. Leadership, Teamwork, Extraordinary Team, Luck, Strategies…many possible factors. However, some of these factors are hard to translate into daily activities. How do we say we are lucky? Can we consistently look for luck when we work every day? Difficult. Hence, my search begins. Is there something that I can find and get it embedded into the company culture and get everyone to understand easily and get everyone to apply every day.

I believe I may have found the way – Attention to Details. I read with great inspiration from Richard Branson. I believe in his approach – the way to beat the bigger boys is really to pay extraordinary attention to details. Every product, every customer, every single detail, we have to get it right. And that is the way we can and we will do. Attention to details.

April was a critical month for our company. After months of development, we were putting up our fruits of labour for testing and validation. It was tough and challenging. We really put every ounce of our effort to make sure every detail was right. We tested and tested and tested. We rehearsed and rehearsed and rehearsed. During testing, we paid full attention to our customers. We listened with intent. We observe with focus. And indeed, it works for us. Because of our attention to details, we were able to understand very quickly what customer’s preferences were and made fast responses and quick changes to our product features. We knew we have done a good job. The smiles and acknowledgements count a lot for us and our team.

Of course, attention to detail is our way of life. It is our way of ensuring our chances of upsetting the big boys. But it is also the extraordinary team that I have. Working round the clock to respond to details that customers wanted. Without our team, we would not be able to make customers happy and satisfied.

Our winning formulae – Attention to Detail and an Extraordinary Team.
Great Job Everyone ! Well Done !


With best regards,
Chee Wah