Services · Singapore & Southeast Asia
Pick the result. I'll show you what changes, how we measure it and what you keep. I'm Richard Mayne, and I help you find the cause and put a practical fix into the business.
Where I can help
The first conversation is free. You speak with me. Scope and price are agreed before any paid work.
Try it with your numbers
Most businesses know their enquiries. Fewer know what one more sale in every ten is worth. Move the sliders and see.
The starting numbers are examples. Replace them with yours. This is a rough illustration, not a forecast, and nothing you type is stored.
A question I ask about service
Three short scenes. Pick what the person on shift does. In every one, the best answer only exists if someone wrote the rule down beforehand.
Illustrative scenes. Not drawn from any client.
A practical example
A customer explains a problem online, calls the branch, then visits. Each person asks for the story again. The fix is usually a shared record, a named owner and a clear handover rule. Software comes later, if at all.
Measure it with repeat contacts about the same issue, time until an owner takes responsibility, and time to resolution. Illustrative scenario, not a client case study.
How it gets built
Every result above uses some mix of these four. I choose them after the diagnostic, not before.
Find where the customer journey breaks. Give teams clear service and sales standards, useful scripts and a coaching routine managers can use on a busy shift.
Outputs: journey map, operating standards and rollout plan.Bring the few numbers that change a decision into one operating view. Agree who acts when a signal appears, rather than adding another report nobody owns.
Outputs: defined metrics, source mapping and an operating dashboard.Reduce repetitive reporting, drafting, summaries and follow up. Keep human review where a reply or decision needs judgement.
Outputs: documented workflows, review points and team guidance.Give incidents, visits, audits and actions one place to be recorded and followed through. Build around the people doing the work and the systems you already use.
Outputs: an agreed prototype, pilot or production tool, with ownership and support defined.Customer experience
Customers experience the handover, the reply and the way a problem gets resolved. Customer experience is the thread through most of this page. It has its own home.
Where customers get stuck and what staff need to deliver it.
Feedback and operating signals tied to decisions someone can take.
Missed follow ups and complaints get an owner and a recovery routine.
Standards, coaching and a regular review of what customers meet.
In the field
Short briefings help teams understand a product, a customer conversation or a service standard. The manager still needs to observe, coach and check that it happens.
A campaign can be agreed at head office while local teams still need to know what changes in front of the customer. Support can include message localisation, manager preparation, frontline briefings and launch reporting.
Online retail
The same operating questions apply online: can customers find what they need, get a useful answer and receive the service they were promised?
Explore support for Shopify merchantsHow we work
We discuss the problem and whether a closer look would be worthwhile.
Free initial conversation. No obligation.
We review the workflow, the available evidence and the current cost. You get priorities and a recommended scope.
Typically 1 to 2 weeks. Fixed scope and price agreed in advance.
Put the agreed changes into practice, test them with the team and transfer the tools and operating responsibility.
Focused engagements typically 4 to 6 weeks, from S$15,000. Timing and investment depend on scope.
Before we speak
We agree the measure and the starting number before any work begins. After that you can see whether the number moved.
Yes. The first conversation is free. A paid diagnostic has a fixed scope and price, and you can stop after it.
No. We start by examining what can improve within the systems you already use. Integration and any replacement are scoped against actual access and constraints.
Richard leads diagnosis and direction. Specialist support can be brought into the agreed scope when needed.
Accounts, access, source material, third party licences and support responsibilities are agreed before the build starts.
Singapore and Southeast Asia, with operating experience in Malaysia and Indonesia as well as Singapore.
Speak with Richard
Tell me what happens today and what you would like to change. We can work out a sensible first step.
Telephone: +65 8453 7610
Email: richard.mayne@mayneloh.com
Direct enquiries. Replies may not be immediate.
Have a question about your business? Message Richard directly on WhatsApp.
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