A 6-Star Breakfast Conversation

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I caught up with the CEO of One Farrer Hospital today, and he is none other than Dr Timothy Low 刘森旺

He is a man with a great heart for delivering the highest service in the medical sector.

It is a perfect and divine combination that we are hosting our RISEUP Conference this Friday at One Farrer Hotel and Dr Timothy is in the same space.

He shared with me how the three values of Comfort, Value and Fairness is crucial to his cornerstones of creating one of the best hospitals in Singapore.

I read his book, 𝗧𝗛𝗘 𝗧𝗥𝗜𝗔𝗡𝗚𝗨𝗟𝗔𝗧𝗜𝗢𝗡 𝗢𝗙 𝗦𝗨𝗖𝗖𝗘𝗦𝗦, where he shared how he and his team went into a cross-industry training session from the best of the best in the service industry – Ritz Carlton.

Imagine a Ritz Carlton standard Hospital!

And it is of no surprise that he had built the hospital to become the winning recipient of 25 awards in 25 months for its impeccable service standard.

Here are my “six stars” learning from this leader, whom I believe is also a positive rebel in making the above possible.

 

#𝟭 𝗪𝗔𝗟𝗞𝗜𝗡𝗚 𝗧𝗛𝗘 𝗖𝗨𝗟𝗧𝗨𝗥𝗘

Culture takes time, and the more you talk about it and WALK the talk, the more people will believe it and WALK with you.

If you want top-notch experience, you need to embed top-notch experience, starting with the people on the ground.

There are no shortcuts.

 

#𝟮 𝗪𝗔𝗟𝗞𝗜𝗡𝗚 𝗧𝗛𝗘 𝗚𝗥𝗢𝗨𝗡𝗗

Dr Timothy is an “on the ground” leader, which I guess is what makes him excited about RISING UP in his work.

He is always open to chatting with people in the corridor versus staying in the “palace”.

He hosts multiple coffee sessions with the nurses, doctors and staff. The very people who will make the hospital great!

If you want something extraordinary, be extraordinary from the ground up!

 

#𝟯 𝗪𝗔𝗟𝗞𝗜𝗡𝗚 𝗪𝗜𝗧𝗛 𝗣𝗨𝗥𝗣𝗢𝗦𝗘

In his book, he mentioned the tested and proven formula of Happy Employee -> Happy Customer -> Happy Shareholder.

But the formula will not work in reverse 🙂

In the world we are living in today, I guess we need to come back to basics by focusing on service.

Leadership is a service.

And yes, it is a 6-star conversation with a 6-star leader today.

 

This is Joseph signing off!

Meantime, May You 𝗧𝗥𝗔𝗡𝗦𝗙𝗢𝗥𝗠, 𝗙𝗟𝗢𝗨𝗥𝗜𝗦𝗛 𝗔𝗡𝗗 𝗣𝗥𝗢𝗦𝗣𝗘𝗥 in Our Brand New World.

#riseup #riseupconference #leadership #employeeexperience#employeeengagement #talentdevelopment #leadershipdevelopment#psychologicalbest