then my I started to have like pimples eh more and more pimples along the line of the mask so I thought is like eh is it because of the product itself or uh is it because of wearing the mask, then I was like thinking eh probably maybe because of wearing the mask because when you go outside I I really think that it's really important for the face or our skin to actually be exposed to uh vitamin D which is the sun so if let's say you go out the only part that uh exposed to the sun would be your this forehead only


so that's why it it it's quite logical lah that you have a pimples uh forming around your mask area so you know because it's not really exposed to the sun because whilst if you're working from home like from like me uh I'm already stuck in the room right stuck in the room right and not, uh really at the window and just expose it expose my skin to the particular sun so ya


part one finance, good good Ching ya had your dinner


alright okay


oh I think that's the most important especially as we age ah


it will be even more expensive, but still must you know take it up lah because if you don't ha it's worst right because now that we are already in our sixties


so if you are talking about health insurance but how about other kinds of insurance have uh you gotten all these even when you were younger


ya ya ya because uh like that in the past lah ya


ya, it's true but it is ironical you know you why change because ah when we were younger and we were enjoying good health uh that was the least that we intended to buy


and that was that was not even you know in our plan at all you know but anyway, you you talk about you being young and you didn't, want to buy or maybe your colleague approached you to buy I also was approached by one of my friends to


uh take it up because she was then embarking on a career uh in insurance uh with , uh with uh Prudential so, she actually said you know why don't you take up one of these uh


uh policies lah so actually I bought it you know I bought it not because uh I'm I felt that I needed it but I bought and and I think that was uh the endowment the one that you you keep paying paying and paying you know


up to a certain age is it endowment or what I can't remember but uh


oh yes yes I think I bought I think I bought that ya but I bought that for only a small amount only ya


true true I I so that was the uh only policy lah that I actually took up but I think as we


as we grow older and then as a uh we we we get a little bit more uh get a little bit more in terms of our wealth lah I think we we need to consider uh more policies lah


and some of these policies like uh hospitalisation uh uh plans and uh critical illness plans ah I think they are very important don't you think so


ya I understand, yes so, in in this case I think what what, I would like maybe to , to change the mindset of people and myself is that you know because insurance policies will help cover our loss should something happen


right and also protect uh protect our needs lah so I think uh uh it it it is good because it is also like a a a form of uh I don't know whether you agree a form of forced saving, it's forced saving ya ha it's a form of forced saving you know but of course then we have to uh it's very important ah that we must buy only uh what what we we need so that we can strike a balance you know uh between uh the coverage


and our affordability if you buy more than what you know your salary can afford ah then you are going to you know find yourself in in in hot soup when rainy day comes


yeah


so so between striking a balance between


striking a balance between this uh let me uh yeah uh between uh affordability and uh coverage ah, how many percent do you think uh of our salary do you think we should uh we should you know invest in insurance policies


, ya, yeah


true true so now talking about insurance policies I I think definitely nowadays a lot of people uh will look into home insurance because it is really essential


so I think uh I'm very glad lah that you know uh home insurance uh policies are not costly, and affordable, and needful, and also I think uh the good thing about uh this home insurance policy that I know of is that it also covers a person when a person has a fall


in the house as well as outside of the house so that is uh bonus you know to have a house uh to have a home policy like that yeah


oh, oh oh for HDB okay


!wah!, oh


oh so is so oh oh the uh the possessions ah ya ya I I think I think another policy that uh I I will definitely advocate, when uh we travel ah we definitely should buy a travel uh insurance


why ah because if you I mean if you fall sick and you want to see a doctor you know ya, can you imagine err err when when when you have an accident


while you are overseas the hospitalisation or even the consultation uh the doctor's consultation is going to be very very exorbitant you know the the the fees you know ya


so this is no joke you know I tell you


, , ya


!ow!, but you know Ching let me tell you this one is uh what uh I would like to use the proverb to say penny wise pound foolish


ya because it is it's just uh you know a couple of ya not perhaps even more than a hundred and then you want to save it just because you think uh that you will not fall sick and you can never tell who can predict


what's going to happen to you right the next day so all this uh this is definitely an essential one you know I tell you I I don't know whether you you you you have a life insurance policy


ah alright so then that that would mean actually you know caring for the future generation so I think


so I think uh even if you are single Ching uh you say that you don't really see it as a need you may have nieces and nephews what, you know so you can also you know a portion a a certain amount to them so it's I mean you know it's it's also going towards a good cause you see ya


ya your future


true true okay alright but how about uh ya how about uh this MediShield and uh critical illness you think it's important


ya I I I see that uh having a critical illness ah uh insurance policy is really really important and it's a must have you know yes


oh that one ah for the activities of uh daily living, ya


that's right yeah


yes ya that's why you see it it is it is very essential lah you know if you don't if you don't, don't take care of uh this aspect ah you know and also that if there isn't if there isn't any proper guidance ah you know then we will end up actually you know forking out uh uh a lot you know and an operation can cost


you and me ah an an arm and a leg ah if you know what I mean, that is ya ya it it is no joke you know if if a critical illness can hit any one of us ah, the the the the amount that we need to to to you know exhaust from our savings ah is it is just unimaginable


ya so I think I I I would still encourage lah the young person who comes to me and ask whether although I'm not an insurance person but I will still encourage the person to consider lah, taking up an insurance policy at a younger age ah you know start start with maybe something that is a a like a critical illness uh plan to begin with ya that would


right, !wah! that's very good !wow!


, don't know don't know whether they err they they have one that will cover COVID or not, COVID nineteen


if they, ya at at one time uh, I think a few months back maybe in august uh uh uh they they kind of like


uh allow people to have a trial you know ya for about a month, uh without having to pay a single cent and if you wish to continue that one covers COVID nineteen if one is tested positive


uh but then that's only for one month lah and then if there is uh a need for one to continue then of course the insurance agent will have to speak to you personally lah, yeah uh you haven't heard of that


cost lah ha maybe cost again is it ya


, oh, well I I I would like to say that uh if you look at it as a if a form of uh protection ah you know it it will definitely you know it it is not it is I mean you know if you


if you count you know a cup of coffee daily that you drink ah you know and ya and the amount that you need to pay you know that that's really negligible lah, ya


alright


part, part three negative experience


right


digital


(uh huh), oh okay but how do you find it


oh okay oh ya ya ya ya ya that's right


ah, right ya


not clear lah that means the instructions are not properly uh flashed out so therefore you are left you know uh uncertain and you thought that uh this would be the way to go but it wasn't right


so did you did you write to them or tell them about it


oh


(hmm), right


and and then you went personally lah in the end you went back personally yeah you went back to ask them ya


oh okay, uh in your case in your case you wasted time uh so that was something that wasn't so, uh pleasant for you but actually, I I had this experience you know when uh I uh called up an uh uh insurance company now this time uh when I called up I actually wanted to ask them uh if because of


because of this uh COVID nineteen you know so I asked, I said uh because I heard that a lot of people said oh maybe you can try and call up an insurance company to see whether uh you can have uh your travel insurance


policy uh deferred mine, uh would actually uh expire at the end of this year, but since I hardly used it after I signed up for it I called and I said uh could could you please


uh you know uh give me a deferment lah ah so he said oh no our company doesn't do that so I I said all right uh in that case , uh what about what about uh


let me see what what did I say to him oh ya uh I said in that case uh would you uh would you like maybe uh just to , okay deferment is out no at first before I asked for the deferment I asked


I asked if I could I could have part of my policy my insurance policy uh uh uh refunded you know to me but he said no no so okay then I asked whether it could be deferred also no but he was very polite no doubt about it


but what made me a little bit disappointed was when I said I said I mean I asked him I said in that case uh could you then you know ah I haven't by the way I haven't I said to him I haven't received uh the the renewal policy I renewed you know


till the end of this year I haven't received it he said oh you haven't received ah okay we will send it to you I said oh good please do and they said they will send it to me via email so , before I before I I I uh hung up I said uh could could you uh could you just try lah if it's possible to just uh


uh you know uh defer it for just maybe two or three months maybe you know so he said oh so sorry but okay then alright I accepted in the end but, up to today it's been I don't know how many more months already about a COVID maybe august I called ya and this is already october I have not heard from him I have not received any uh renewal policy yet


yeah yeah yup but, on the phone this particular uh uhuh guy is is very very well mannered but, I I have a feeling that I don't know uh maybe it's just lip service


that he was just giving to me , because uh up to today I still have not received the renewal policy you know, ya so , I I might have to call them again ah but anyway I the reason why I didn't call is because I was thinking is the year is coming to an end in two months time and also I wasn't planning and I'm not planning to travel


uh until maybe the the the COVID situation you know gets better ya, so uh therefore I I let status the status of that uh particular policy rest lah you know ya but that that wasn't a very good right customer service uh towards uh one who is a policyholder


ya, oh sorry sorry ah


alright


oh


right


but, well but, so long as they ah but so long as they know lah


[orh], oh, oh I talking about this kind of uh electrical device ah I I don't know whether I've told you about this uh, uh during this uh COVID period


during the circuit breaker rather sorry uh that was around april I I I said well I would not be able to go out I would not be able to you know do uh very much except to go to the park for a walk


I said maybe I would like to get a television a new television set, a bigger one because the old one is a uh very small and uh I I I hope to buy uh a bigger one so I actually told my husband I said would you like to consider buying a new one so he said okay so


uh he went ahead and ordered online but , when the set came actually I'm a little bit disappointed lah, because I I find that it it it's not of course there was some reviews that uh we read up before uh before purchasing it online


but when uh everything was set up I found that the, configuration I'm not sure whether I am using the correct uh word but the the voice the the the the mouthing of uh the the words and the actual person


uh speaking it cannot sync you know, ya so and so my husband adjusted a little bit outside and inside and re arranging the position


but not, still not good you know so , I it it it you know tells me that perhaps buying things online isn't really as as good as being able to be on site to see the product itself


it's uh a brand that you probably have never heard of lah it's uh it's spelt uh or rather is pronounced as toasty


ya ya I I I have not heard of it but it's actually, uh, a it's a local brand you know yeah but it's very very reasonable


uh it's only that uh the product itself doesn't uh turn out the way the reviews projected it so therefore uh it became a little bit of a disappointment


so I came to a conclusion and I told my husband perhaps we should avoid buying things online unless we have, uh people we know who have tried that product before have you ever bought anything online


ah


ya, so again ah buying things online we need really to be doubly sure lah and, most of the time we buy it online because it's a lot cheaper but sometimes I ask myself is it worth it you know then I I like to share a little bit about what uh uh someone shared she said uh a relative of mine she said that uh when she called up


uh the restaurant that she wanted to make a reservation, the lady who picked up the phone said uh oh you know you can uh, have access to our menu uh just go to our website so when she went to the website


she couldn't see anything and, the phone err that what it was stated was uh not menu not uh not ups uh not, uh uh uh not I think not uh upgraded or something to that effect so she called back the the the the restaurant


and this lady again said oh uh ya you just go to our website just go to the website and and so she she said, no err there's nothing that I can see from the website uh can you tell me a bit more uh but the lady was not courteous was uh in fact a little bit uh


harsh towards her and said yeah you can just go to the website, so uh she shared this with me and she said that she didn't like that kind of you know uh service you know she wanted to patronise the restaurant but instead you know the lady picking up the phone told her


you go to the website go to the website all she could say is just to tell her briefly alright uh we have got this kind of items you know uh in our menu yeah but the lady just wanted her to just go to the website so perhaps


the restaurant has lost uh a customer, and ya, and some revenue


I don't know whether you have gone to uh this hawker centre you know uh this hawker centre actually sells very nice uh


noodles quantity okay no problem but, the amount of minced pork ah, was very very !whoa! skimpy you know, just very little so I I was sitting next to a friend and she said why don't you just go and uh just uh ask them if this is uh the quantity that they normally offer to customers


so I did you know although I felt a little bit awkward so I went and ask I said your noodles had very little minced pork you know I said would you uh mind giving me a bit more, he said no that's the amount that we will give you know


uh it's like that yeah that's our quantity so I I said okay then in that case alright so so they they didn't really give me or did they maybe they did but very reluctantly , if only they had just uh so you know matched uh the price and it wasn't really cheap match it uh to you know uh the price then uh more satisfied customer would emerge you see rather than just


uh giving that wee bit of minced pork but the noodle quantity is, okay fair fair enough yeah and that was at a hawker centre, ya yeah, it's uh pretty near to river valley near to great world ya great world centre


but I must say that the taste was not too bad really you know but it's just that you know you give a lot of noodles but you give so little of the the the ingredients so it cannot match in that sense you see so a customer wasn't satisfied


okay part two positive experience,


part two positive experience, okay uh uh Ching I like to share first I'd like to share because uh recently I


I actually I actually would like to say that uh because of the pandemic actually my my friends and I ah we we actually book, tickets to go uh for holiday you know we would like actually to go to the states uh we bought the tickets in december last year now uh


I want to tell you how good a service provider this airline is, I I am saying it not just because I am a singaporean but I tell you Singapore Airlines ah is really ah first class because when I bought the ticket last year to go to the states


I actually bought, uh without knowing that there will be a pandemic, who knows right who who would have, been able to foretell so after buying it and I actually got a pretty good price so I was planning to travel in march but then because what happened was


in uh february uh there was uh uh news that you know a lot of uh uh people in america actually uh you know uh getting uh positive when they uh you know when they were tested


so what happens was I I decided to push push down my trip, ya, uh good price because it was uh in december last year it was uh it was very very low only about one thousand plus one thousand three to go to the states return don't you think that's a good good price


oh it can be one seven one eight you know yeah but I got a very good price and I haven't actually completed let me just briefly go back to that so when the states


well uh actually , asking that you know people who travel to uh #los angeles# ah for that matter which is where I was planning to go that they would have to have this stay home notice upon arrival there I mean I wouldn't want to go to the states and then stay in a hotel


you know for fourteen days right so I decided to postpone SIA allowed me to postpone it, without without asking me to pay uh anything extra, without asking me for a reason even they said oh you want to postpone sure we we will defer it for you uh you can make a decision uh to travel anytime again uh and we give you up to the end of this year december


ya so they allow us to defer to december you know to make a decision and we can travel anytime you know that means I can travel next year I can travel in two zero two two for this for this same price you know


ya so that's good, well then because I wanted to


I wanted to see how the situation is lah in the states but it is not getting any better looking at it so I I decided a month ago, to go back to SIA and say uh look uh it's not it's not looking good it's not looking bright may I may I uh ask for a refund


I thought maybe they will they will deduct hundred plus from my uh total fare but they said sure you can have uh, you can have a full refund I said really full refund I've never heard of a full refund if you cancel you know


but they said yes, ya ya


exactly, that that is why I said that uh this is really the the best piece of uh news that I've ever had you know I've never heard I've ever heard you know for, ya I got a full refund I got a full refund


yes, yes ya so it's such a good it's such a good airline such a good service provider you know yes ya so I I if if I want to travel again I will definitely go back to SIA ya yes


yes, ya, so that that was my experience I don't know about you Ching


(ppc), did you buy anything recently


but you told me you got a new handphone what, eh that handphone not cheap okay your handphone


right, oh


, oh, I think you were saying the it's not so much to plan right I I think you you went and uh


then you got a phone because partly this gentleman who was talking to you was very helpful I can't, ya I I I can't remember all the details lah but I think you mentioned that to me before, about the man who uh attended to you


yeah


, and then you signed up


oh, is it the ID caller or something like that, then he says free for three months so actually he has threw in a lot of freebies for you


because ya I remember you telling me that


(hmm), so you cancelled ah


no penalty no penalty, that's very good ya


ya I I I I think ah that uh a lot of these uh telco uh staff ah are also feeling the heat ah I can see that they are becoming uh more courteous


and uh more customer centred you know I I just want to share very briefly about a boutique that I went to just last month, uh actually I wanted to buy this dress you know, and and actually I wasn't really keen to buy but because I saw it in the mannequin so I bought it


in the end but before buying it I had to try it of course, after trying I found that the armhole because I'm a little bit on the uh skinny side you know so I decided, to reject you know actually so I said uh to the sales lady I think the armhole is too big you know then she say oh oh no problem she said I can uh do the alteration for you she said


and I said oh you can but she said you have to come back uh later lah two two days later or a week later uh would that be alright with you I say ya ya fine I'm in no hurry to have the dress, so she said okay then you know the dress was already reduced from uh seventy nine to twenty nine you know


twenty nine dollars it's a silk it's a of silk material, then I said twenty nine I said to the saleslady I said actually twenty nine nowadays dresses are pretty cheap I said silk a bit hard to wash


and she said in that case I tell you what I I can uh I can offer you even uh lower discount take it that I'm buying it she said, !wow! I said really, yes yes she actually ya she knows she she knows that uh I


I I like it lah you know, and also because we we are friends you see so but she she could just uh sell it to me at twenty nine, but she said oh you like it I tell you what I I buy it


take it as me buying it for you so I got another , uh uh percentage I got another cut off you know from twenty nine I only paid twenty three dollars, yes and on top of that


uh she said that there will be alteration done for me, !wow! it really made my day not only did I get an~nice silk dress for you know uh twenty three dollars, I felt so good


ya that it was it's it's going to be altered for me as well, so I I think this this kind of uh good sales service ah will always you know leave uh uh uh a good feeling in me you know and in and in anyone of us ya I I'm sure


she would also be willing to offer it to someone else if that person really likes it because she knows that I like it, yeah I I consider that, as uh a very warm uh and sincere kind of service ya


, ya


ya I I I I don't know whether you remember that you know whenever we call up to change uh hospital appointments ah, you know because sometimes you cannot make it ah


you know I I I notice and I am beginning to a really appreciate all these uh uh telephone uh receptionists because when when they when they take our calls ah they must have taken hundreds of calls already but to each caller who called in ah


they would be still so polite ah I because uh uh of late I have been changing uh my appointments to to see uh the the doctors you see so I I I notice that whoever picked up the call ah is uh so polite you know


and I hope that uh this will this kind of courteous , uh gesture ah courteous telephone mannerisms ah will continue, you know instead of just uh saying alright uh okay I I yeah sorry we don't have uh we don't have uh uh anymore slots but instead they will counter propose uh would you like another date you know uh


then if you say you don't like this timing because you are not available they will say how about uh uh the morning ah so you see so they are proactive, so I I I really I really feel very comfortable calling up hospitals to change appointments not that I deliberately will want to change but I have a need to you see


so I I'm beginning to see a lot of positive uh customer uh service oriented telephone operators and receptionists nowadays


yeah, right


ya, ya, there's a positive service there lah ya I agree lah


part one finance, hi lulu how are you today, oh yes ya ya today it seems that the weather was quite good and so I'm


I'm uh, ya I'm just actually thought of going out but I didn't but then I was at home didn't thinking about , looking back at my insurance policy again just to revise see what are things that I really need to you know


ya so as I was really thinking, I'm just thinking that you know since we are ageing right now I think we should be should fix should uh take some of the, should look into the policy again especially


I realised that I have not, taken any health insurance you know, yeah


, ya that's


well I'm very glad that uh when I was younger I, actually my mother used to tell ah don't buy insurance insurance they are cheater, so, uh yeah


so when I went ya ya that's right, so I I always thought that mum was right but then I realised that you know when we get, that when I was started working and then, I was approached by, uh uh one of my colleagues who work as a part-time insurance agent


so he told me that , insurance is actually very important, that we need to buy, so I I believe him lah because I think that it's it's truly that it's important because he said that you know when we were when we are young we need to buy especially when we are in a good health


because if we are not in good health, then uh, the the company would not want to accept you you know


keeping that one is uh no endowment means there is uh matured uh period that means ah for example you can buy endowment of twenty years or twenty five years at the end of twenty five years or thirty years you will get back all your money plus interest of and bonuses


and that's called endowment, oh ya because uh ya as you said it's true that uh when we were younger I mean we have good health and we we really think that it's not a necessity to buy


insurance policy, because uh I mean how how would you expect, to fall sick in fact I don't really fall sick very much eh, so, ya the so the thought of buying insurance is uh


actually also quite hesitant ah because, during the early days our salaries also very low, you know and then to buy an insurance policy, is uh, will will take up uh a bit of your money out from your


saving ya


ya ya I think so it's important now now as I grow older I I begin to see that uh insurance is important to our life, because uh we we really need insurance to cover our health because as you know ah as a person ages, the health will deteriorate


ya so this is an important aspect ah


ya it's true ya, but then the joy is that uh you know when the time comes when it matured, and then you found that eh, has suddenly you got a big sum of money coming in again, so that is the the part where like it because uh


it's it's uh, it's a big surprise ah it's like a bonus to you you know and then you can use that money for to buy things or go for travel ah that's the best thing of it lah


well I don't really see into it but uh if I I mean uh, I mean it's good to to, to put a certain percentage as a saving lah, perhaps about twenty percent you know, let's say if your salary is about


two hundred dollars during early days ah you know uh our salary were, we're not much that time twenty per cent will be forty dollars a month, and then , ya so for the forty dollars you can buy, for a fairly quite good policy that probably that can cover you


twenty thousand dollars ya, so ya


ya , in fact homes insurance policy is a is a requirement by HDB you know


whoever buys HDB flat they have to buy uh home insurance policy to protect the the them from fire, and also for the for the liabilities that in case that the fire the neighbour may want to claim from you


ya, ya but then it's very cheap also, ya it's a very cheap policy but that, but you must remember you know this policy home insurance policy, it only covers it doesn't cover uh home content, so the


it only cover the wiring and all the, the basic one only that's why it's cheap, whereas so if when you buy the home insurance policy of uh what they call it fire, fire insurance ah I think so lah that is it's name it's called fire insurance whereas a home insurance policy is different


home insurance policy it covers you uh, the content in the house the ya the ya some part of the, valuables in the house, and ya


correct


well I've, as for me I I I don't really see the need to buy because usually whenever I travel I never fall sick you know, and always I come back better healthily, so I thought that I see it as a point where I


it's a waste of money to spend the extra, because it's only uh a few days of uh travel or probably, one week travel you know , and it it can be quite costly you know it depends on the places you go to, so I I I'd rather save that uh money sometimes you know


because I'm a healthy person and I I I I don't really see that I go to any place that is quite dangerous you know


, I have I have life insurance policy but that policy actually uh doesn't uh really benefit you it just benefit, your life partner and your the


the one closest to you because when you die you don't really see the money the money goes to your loved ones, or your parents ya, so I for me unless I see there's a the need to my family that uh they really need the that type of money to


to keep going ah otherwise uh if I'm a if let's say I'm a I'm a bachelor so I have no dependants and, I don't really see that as a need ah but if I'm married ah yes I'd I'd, I will see that is a need yes


but my parents are uh uh no more, you know and then they have their own parents and they had their parents would have probably bought, bought life policy for for themselves you know so they are also uh probably taken care of because I'm living alone I'm a bachelor


ya, so the ya sorry, oh ya this one is uh really important because you know nowadays hospital fee is really very high


and uh people are complaining that uh you know going to see a doctor is, is really costly you know, ya I think that one is really very good it's a good plan to have this MediSave in that which the government has planned out for all of us


and then uh, the additional uh plan that you, also we need to buy is the is to cover us for the other part that is uh hundred per cent, ya they would cover the whole plan, ya so I think that is very good that is a very good uh


part of the government ya, ya, in fact I thought of buying the you know the ADL they call it


you that the ADL is the policy that you know that you cannot perform uh three activities if you are , if you fall down you know, and you cannot uh go and you cannot bathe you cannot walk, and uh ya, but ya


ah ya ya that's right, oh yeah, but I'm so sad that now ah last time I thought of I thought that I would, I I want to save that money lah because I don't want to buy this this A this ADL policy because I was thinking that


it's very unlikely that you know that uh, a person like me will, will will, be so careless as to fall but as I see that more and more elderly people falling down and they can't really perform these three


and now I as I age I want to buy back you know this A ADL policy but they said they can't they they don't want to accept me anymore so I'm quite disappointed in the sense


especially for this period you know a lot of people are having dengue you know now they this under this uh critical illness ah, you know they keep on increasing the, the coverage, I remember last time it was first started was only about


sixteen critical illness, so now I think they have increased even up to about thirty types of illness illnesses already so it's really worth it yeah it's really worth it, worth buying, ya but I'm not very sure about the the premium lah you know may have gone up higher a little bit ah


oh ya ya ya, I I think they do yes, ya I think I I have seen one something like that I'm not too sure which insurance policy uh, really have maybe perhaps it's NTUC and uh Great Eastern also ya


well I I sort of lah but I just pushed it aside because uh, I I somehow not not ya because now I may not of age already and now uh I mean retired so I don't really have that much money to buy insurance policy so it it


it's sort of an an at this age if you're uh going to but it's it's really very costly, so it's just passed my age lah as to and also I'm the homely type and I seldom go out so so I'm quite safe in that sense lah I'm not so exposed to to the outside world so COVID to me is uh not so dangerous ah because I'm the indoor type


so it's quite okay ah


(uh huh), well it's true ya, but as I said ah because I'm a homely person so even this err I I I I spend very little money so


so it it, I mean a cup of coffee to me is is okay , , ah okay


alright, okay alright, ya three part, okay part three negative experience


ya alright, ya so ya eh did you see the newspaper uh today uh recently that uh there's uh, there was uh, the government is uh encouraging people to uh


sign up for, this uh what do you call that the senior goes, senior goes uh , ah ya ya ya senior goes uh digital yes correct ya so I have a uh is is is this uh telco is very cheap you know


(um )they only offer five dollars uh subscription no contract you know, uh every month, ya so I actually I I I as so I I went to sign up for this uh digital uh


go senior ya, ya after signing up, I I did not hear any news from them you know, so I'm not very sure because it's an online thing I'm not very sure whether my sign up is really uh accepted by them or not I've been waiting for them to give me a reply


and they didn't reply even after one week, so I decided to go down and and see them ah, uh their offices at this uh orchard road ah orchard road central, ya


and it was very very crowded when I went down, so I said that eh I I I want to uh sign up for this plan, but they said that you have to sign up, before you come down I said !huh!, can I sign it up there


they said no you have to sign up online first before you go down, so you see it wasted my time you know so I was a little bit disappointed lah that how come they didn't make things clearly, to uh you know, so I have to uh they said you have to go to they told me that you have to go step by step ah then they you will receive an email message from them


from them, then they will uh send you that they will appoint a date for you to go down, so after following their steps


yeah, ya that's right, so I decided ya, well I I I didn't write to them lah so I I thought that maybe because I you know I'm I'm not computer savvy lah


so I thought that maybe it's also partly my fault lah, so I didn't I so I followed their instruction true enough ah I I'm, I got I got the, the email from them to tell me that uh, the


the to to go and collect lah, but, when I went there to collect, oh I was also very disappointed because of the long waiting, uh long long queue lah, so after, when I when when I sign up already I thought I can straightaway uh use my handphone


but to my disappointment, when I received the number and I want to sign in there was no instruction on how to get it started you know although I got the, got the uh this uh what you call the


the the small little chip you know to put inside when I put inside ah, I just, cannot activate it you know I don't know how to activate it, then I have to go to, the nearest telco to ask other people uh I mean this uh people to help me to sign in


they told me that I have to go back to, the company to get it done for me, ah, I have to go in again ya I have to go personally again, and ask them , so I asked them then they finally


fixed it for me, so you see a lot of time wasted you know


oh that is bad


I think you have to chase them ah


ya that's right ya just now I haven't really finished my story ah I I just want to continue on ya it's okay it's okay ya because ah you see after signing up for the telco for about coming to uh one man and you know this one is a non-contract uh


type and I and uh, and I I actually I I don't mind signing up the contract because, the contract eh what I want is just the data only and I I don't really uh use it to make phone call or whatever yeah


but then when, I was quite anxious err waiting for the the bill to come but they hasn't sent me any bill or notice you know regarding the my my contract going to end so I decided to go and pay in advance


so I ya so I asked my son uh son can you send uh some uh send I mean pay by online to the telco, so my son send and I went to update the my POSB book the following day eh


I was wondering eh how come it's not, not uh in you know no deduction yet, so I'm I'm I'm afraid my line will be cut off because I already sent out this uh new number to all my uh, uh friend to say that you know my number has changed to this number already so I don't want it to be expired again you know otherwise people will be very angry with me eh you change number and keep on changing number ah


so, I decided to go back to orchard central, and, after paying for the, for the uh subscription, a few days later I received


the, the notice to say that uh your five dollars have been received, that means I'm paying additional additional you know, if they could have sent me earlier, I wouldn't have, taken the trouble to go down to make payment so now I pay


uh additional, so this is the the type of service which are a little bit err, uh quite err, ya quite disappointed, ya, and then not only that , the the the bad thing about this uh telco is that you know if it if you are if the


if you are under the tunnel ya in the tunnel or underground travelling at MRT ah, you you cannot receive the, the message at all, so this is the the the drawback lah, of the contract ya


oh why


well is this the from what brand is this ah, oh, toasty I have not heard of this


ya I think I have bought a a TV box yes I remembered this TV box which I bought because before I of course usually before we buy anything we will go and search for some , uh review from people to see whether is it good or no good


but of course the review is good but then I forgot maybe I was a little bit careless that uh you know, that I forgot that uh, the review maybe was uh many years ago, that uh people found that this product


was good but then, nowadays you got better product than this uh this uh TV box and it's even much cheaper, and uh ya, so after buying it I I actually quite I regret lah but these according to what uh online purchase you can return back the the set ah but the thing is that you know


how to return I I don't know how to return the set back , I I thought that !aiya! what a mistake I I paid three hundred plus you know about three hundred dollars for it, which is very costly and later I realised that TV box need not have to be so expensive super


I think less than about one hundred dollars you can get one which is uh very good already, ya so that is uh uh uh big mistake that I have made lah alright so, after I I realised that, uh it's uh it's my mistake lah but then it's just that uh buying online is


the drawback is that, you after buying it's, it's hard to return it back lah because ya although they always uh guarantee but


ya that's right such such uh service will you know, is a bad, is a bad experience and words will just spread around ya so sometimes in you know, uh I mean the company also must be be aware that you know if they don't really do want a do a good service to the public


they would they themselves will also a bad, get a bad name for themselves ya


oh where is their hawker centre, oh I see I see (uh huh)


alright


uh first take, uh no discussion guide guide


or read out where is it, two positive experience, alright


what what do you mean by good price


(uh huh) well I I'm, I'm not very sure because I seldom travel so and uh yes actually what is the normal price


so do you so did did did you, did you , uh let I mean keep your tickets, and for next year travelling or or what


ya usually usually they will deduct some administration fee you know, and uh, other types of uh perhaps GS I mean uh GST because the G they they they have already absorbed, I mean those things they are already absorbed they they cannot refund you back


but in this case is ya, so you got your full refund ah hundred per cent ah


hundred per cent ah, oh that's good deal ya that's very good,


uh ya lah ya it's true lah that they are service oriented what, yeah so they are, I mean they are reputable and then ya I think that uh credit should be given to them ah, ya it's true


, well the, right now I uh let me see ah, I


buy anything ah, I don't really buy anything ah but uh, oh ya ya ya ya that's right I've forgotten , oh ya ya ya that's right ya recently because of the


uh my phone is uh my my phone was uh going to the contract, got going to with uh, I mean expired already at that time I was uh looking around


uh whether to join uh, uh telephone operator, then I had, found that ah at first I have I thought that I would like to go for Singtel, because uh Singtel is a


reliable is more is a reliable uh operator, by then that I found that uh there's some uh disadvantage in the plan, and so I, I went for a uh M one


because Mone actually uh, Mone uh, I actually was , my current eh, was it my current plan no no Starhub is it, ya I think it was Starhub


so, I I I decided to go to m one and check it out, I found that Mone actually not bad the offers uh are much better uh ya so


before because you see ah from what I I understand is that , before I went to the telco I, uh two days before my the expiry of my contract I I thought that I would sign up the contract at Mone


and after the the long queue I managed to, to uh meet up with the, with the uh representative of the telco, so they told me that , I cannot sign up on that very day because my contract still have two


two more days, to to go for before it expire and if I were to sign on, I will be paying that penalty, then oh I say oh yeah ha I have really forgotten ah, that uh I need to wait for the contract to expire first before I can sign up


to the new telco so I think that part, it's very kind of them ah to warn me otherwise I would have sign up you know I really they have already uh picked up the phone for me already, then he said never mind never mind don't bother uh when the when after two days like that you can come back and uh


we can do the uh uh do the contract, so after two days after when my phone got uh expired, I I went there to to uh sign up the contract, and I met of course I didn't uh they have so many people to serve the public I I I missed the the one who served me


so in fact they have uh another one another sales staff to attend to me and, he was also as kind as the first one, so , during the signing he also uh he recommended me that uh


that I I I I need to actually uh, if he didn't force me lah actually he he told me that uh because my phone is a, is a high-end one, and uh it will be good if I can sign up for uh


insurance uh, plan which is very cheap it's only at ten dollars, yeah, and I I I I signed it up, and because uh because uh I'm afraid that you know he said that if


it's not worth it if you uh drop it and it crack, and if you uh were to send it to for repair it will cost you at least three four hundred dollars so it's not worth really worth it so it's good to buy the plan that is uh, which uh


covers you for the first three months it's free and then uh after that it's about ten dollars a month, uh uh uh about ten dollars a month I guess ya, and then the secondly also he also offers me uh another one it's uh


is , I, I think so ya ID caller, ya ya


yeah otherwise I would not have uh known it so I have signed up, after signing all these, and I uh decided I I was quite happy on that very day and when I go home I told my son I said, !hey!


here I got a new phone uh and I I, and I I have this uh I have signed up for these and these of course ah after signing up so many of these, the the bills sent came, become higher you know, ya so my son told me


is it really worth it to pay for the, insurance because, if you've got a good cover to to protect your handphone even if you drop it won't crack, the glass then, on second thought I think over I said


it's quite true, so I have decided to cancel it ah, I cancelled it, and uh they they are very kind they they didn't say that oh you cancel it ah you know you have already signed eh so this is what you have signed cannot


you you you you you cannot uh uh ya no penalty at all, so I am quite uh comfortable with the service lah, in this sense and also the ya so, on the overall I'm very uh I'm quite satisfied with the service so yeah ya


is she is she your friend, , oh I see I see


!wow! that's a good buy ah


ya ya that's right, ya ya that's right


ya I I think that I I think singaporeans are, I I I I hope that uh they will continue to have good service ah in this area you know uh uh , a friend of mine who who is quite elderly


and uh he told me that once he, he boarded a bus you know, and then he came down from the bus, and he somehow, his leg was weakened and he fell down on the side of the bus stop


and uh, a a european european lady came and helped him to lift him up you know, so he was so touched by the action, so I I I yeah I am very impressed with people who are like that you know I think we all should learn from uh incidences like this lah to offer good service to others ya


you know we all have a lot of weaknesses that sometimes we fail to see, and we really need to uh do for others ah especially in the MRT you know, ya ya talking about that it also reminded me ah the other day I was


about one week ago I was in the bus, there was this old man who was, you know he turned on his handphone and the music was very loud it's very disturbing to me I was really quite angry you know, then a kind man ah who was just seated about a few chairs away


he offers his earphone to him you know, ya so I think that was a very good gesture to him that uh, and he, although he he he didn't use the the the earphone immediately but


he I think he got the message he lowered he the the volume of the handphone, and later on when he disembarked, and uh he he he thanked he thanked that man, ya I think that that was uh a good way to to show to people ah instead of you know sometimes you tell people ah eh can you uh turn off your


the volume or reduce it people may get angry you know, but if this type of gesture it's uh really uh, is an indirect good gesture lah and uh yeah


ya I think the government is also encouraging people especially those who are in the front line ah to be uh more courteous to other people and also to show more kindness to others ah so I hope that uh singapore will


singaporeans will will learn to be more kinder lah especially uh nowadays ah as you know that uh when we go out to the hawker centre or, or to the uh food court after eating ah it's good to to to encourage other people to uh to bring back the plates when you have finished to the return tray area


ya this will encourage other people to do also so I think that is uh uh ya that is what I want to do because uh I want because people are so I mean they never think of other people, you see if you leave your plates behind after eating and then uh other people also want to come over to eat they cannot find a place to to eat


but if you clear the plates at least other people can use the table to eat so I think we need to do this, ya


part one finance, so


okay


I think for, I think in my opinion having a savings account is important but uh how do you initially get the savings account it depends on


uh who work who you who or would you say which, bank you were introduced to first uh in the current, like you know when when the when the the current generation I think when the the children are born they actually have this CDAC account whereby


you have this uh what do you call that the government matching dollar for dollar so they were introduced to like for example your OCBC uh bank so based on their OCBC bank, uh that's how they actually is end up with that particular uh, bank lah so it doesn't matter whether it's actually offshore


or whether it's actually a local company uh local bank so, so , ya I think it's a matter of like how you were introduced to the bank for us uh for me uh definitely I was introduced to it, because of uh


the in in in the past there was actually a saving scheme and there's actually no other banks except for POSB bank so so that that's how actually I I have a savings account but in terms of, of , I don't know the interest-wise how much they give you based on uh based based on the the money that you save in that bank maybe it matters for different people


ya, definitely


it's interesting that you say that but uh the the it's interesting that you said that, because a lot of financial support financial help that you you need to get from uh the say for example if you are actually going to a medical social worker the first thing they will they're they're going to ask you is how much you have in your bank account show me your bank account statement so that's also another reason why some people don't


really save their money in a bank in a bank because they don't want to really show how much they have uh I do know of people who are like that, uh because they still want to tap on uh financial help lah uh well if you ask me it it it it will


give them the benefit of both worlds so uh I I wouldn't say that that's actually not a smart decision they are smart in that sense ah do I save my money all in the bank I don't I do keep my money at home


uh but the reason for that is because uh I'm getting quite worried lah with banks uh a lot of uh online services is available uh spending, ya I mean you can spend like a thousand dollars easily if you were to actually just go shopping online so so these are the kind of things that


, I mean if you're not disciplined enough to really save properly uh then you have this particular habit of just !oops! I accidentally spent or or what do you call that as leakage ah in terms of


uh, uh in terms of you're supposed to save but in the end because you are not disciplined because the there's it it's just so easy to spend money you end up spending rather than saving,


so I I I I agree with you that I am not uh, I do I I need to have a credit card for emergency purposes say for example you travel and you you really have to make


use of uh , I mean you you it's just for emergency like it's just good to have a credit card , but to really have a credit card and make it a lifestyle that you keep spending on it that has implications uh if you're not careful if you're not uh disciplined enough to pay all the credit


uh you make on that card on time so uh ya I'm not for credit cards but is it useful yes it is is it necessary I find that you still need to have a credit card ah, because you you never know when it come in handy especially if you're overseas uh you I mean there's no way you're you're going to like lug everything inside your


ya, I mean you you won't be carrying so much cash with you so the easiest would really to have a credit card rather than debit card especially if you are overseas ya so in in that sense


I think about joint account it's a matter of how much you can keep on, saving to to have that minimum amount lah because joint account as far as I know depending on the banks there is actually like a fee, that you need to pay if it doesn't meet that minimum every month you are paying about seven dollars


so that can come up quite to a lot if you don't keep that minimum sum in that joint account that's what I feel so it it really depends why you need a joint account for I mean the opinion uh it's good to have but it's not necessary uh I agree that


uh the individual as individuals in the family uh it should have their own savings ah and joint account, , mixed feelings on that I I don't really


but I think some people have joint account because they want to see the money grow as a family so maybe that's one of the ways that they actually save, uh as a family unit


I I to me honestly I see a joint account like it you need it if you are actually doing a business and then you are partners joint account okay basically the the the expenses come come in because of, I mean everything is actually through the bought joint account so it makes sense but ya savings wise no lah I I don't think it's necessary


it depends ah I to me I I find that uh it all depends on how the child values money, because right now I don't think children really understand the value of money ah they just keep on spending so giving them an ATM card doesn't mean to say they understand the value of money they will just spend and and when when it's gone they'll just ask mother for more money


uh how it works in my time I I got my first ATM card when I was in secondary school but then it's also because my mum , uh gives me my monthly pocket allowance, no but no monthly or no it's actually weekly so based on that weekly pocket allowance she'll just she just gives it to me a lump sum and I'm supposed to manage it


so the reason why I have ATM account is also because she will also transfer money for me to pay my , tuition fees because I have to see the tutor so it's very inconvenient for her to keep on giving the money so she will just make sure that the money's there every month I am supposed to but the thing is


the child must understand the value of money ah, so if my child has a bank account, my child haven't have a bank account yet, , the CDAC lah the CDAC right


manage money ah ya, I think at the end of the day it's it's also the child I mean uh if the individual is not disciplined enough then uh whatever mechanism that you have


for him or her might not work lah so it really depends whether you're ready to handle money lah ya


why why


how they spend money , they don't value the money yet ya ya I agree with that as well


the six Cs ah,


but remember do you when when you used to travel you also have those miles attached to your credit card so don't you find that that that's actually very useful does it really benefit you


clients


well uh in my my opinion I I think that uh in terms of giving I don't know what is the the lucrativeness in looking at points and miles miles I don't think it's relevant anymore uh not because of COVID but uh miles


I mean it previously maybe uh to travel overseas using uh I mean to buy an air ticket is expensive but since uh air travel is now so cheap you don't really need to have miles lah in order to travel further so far away


that's one and then I I also find that this cashback points actually it's just uh you know the the the thrill is uh the thrill of getting it when you spend and then you are actually uh putting yourself in loop to continue to continue to spend on the credit get card to get just the


cashback or points actually if you really do the calculation it does not benefit you is just the thrill of getting into it and you just go into a loop and you continue to spend because you're already in it and you just want to get that points ah that's how you feel ah


twenty minutes twenty seven seconds


part three negative experiences


complacent ah


but I I think it's because they are complacent about it ah, (ppc)


I'm not sure whether you remembered we also have experience bad experience with uh child not childcare but basically an education centre


ya so when our twins were smaller uh the issue was actually, I mean, kids being kids they're small uh they run around but the fact that uh if you are a very established uh kindergarten and uh a lot of uh good feedback was received about this particular uh organization then uh there shouldn't be


service lapse whereby the teachers do not know what's happening , ya it lead to~<B>


they would think that this is actually something minor but as as a a caregiver as as a parent as well you have total trust that when you have engaged the services of the organization


uh SOPs are in place at the same time as well that uh if anything were to happen to the child uh you will, be informed of the incident not the other way round the child coming back and then the child uh highlighting that it actually happen uh of course you have to give uh


it's not we we it's not that we totally totally believe the child we also thought that maybe, maybe something something didn't happen but but she claimed that it happen but when we saw the doctor finally we realised that her her toe really really get injured ah


right


I feel that you know it's you you have to understand that as consumers we are all very reasonable people like we yes we would actually put our trust in the organisation but at the same time as well when we actually uh engage you for a a service


uh there must be there must you must reciprocate lah like for example if the trust is already given you must also update us if anything happens in case of emergency you must let us know what's actually happening, uh so that was actually due diligence not done to me


uh and that's basic lah to me that is actually basic kind of uh, SOP that,


ya to me to me it's it's it's difficult for us to accept because at the end of the day we are talking about injury


so when injuries actually uh uh when injuries happen then then that's something that goes to show and it's not once it's how many times three times I think, so based on the three incidents and you're telling me that the style of the set up is that they don't have a a a class that everybody sits in a class is actually an open space so kids are allowed to run around everywhere and anywhere


it doesn't make sense to me lah I to me it means to say that you don't have the resources to manage the number of kids you have so I think uh when it comes to products and services uh when we talk about, negative product reviews uh especially like for example this one is in in terms of education sector the issue is always about uh what is important


the what what is the the main important thing that we want to see in that particular product or service like for example childcare or or or, this in in this aspect like a kindergarten kind of style to me safety comes first so then after safety it will be basically whatever you want to instil in the children


uh and then you know whatever other additional information would be like your your extra classes and all that but but uh ya, the gist is there should be SOPs ah and there should be a a better way of communication between the school


and the, parents in in incidents whereby it involves injury so that that's one particular bad, bad, incident ah bad experience ya


ya, do you do you remember of any other any other uh, , bad experience that we have, a lot right so it's so many until we cannot remember which one which one is worst off


but you always have issue about the waiters not being able to pay attention when you need them when you need help what you always cannot call out for the waiters ya


ya I think another <B>, bought uh uh a package to Penang was it ya Penang with our family and then uh we we took the the package was actually with a bus so the bus is actually supposed to travel from singapore all the way to Penang and it's supposed to be it it departs at night right


it it departs at night so when it departs at night and we're supposed to reach there in the morning but the the whole issue was , I didn't really I wasn't happy because when we signed up during the travel fair they mentioned that we are going to be in a VIP seater so that means to say it's not a thirty six seater but it's a VIP that means


one chair each one seat each but when the bus came it became a thirty six seater, a normal bus right and another thing that we were so upset about but we cannot do anything because we are already on the road and it actually endangers us remember when the tire don't know what happen to the tire but the the tire burst


ya so the tire burst and at the end of the day uh what happened was that we we were stuck in the middle of nowhere he was trying to get help but he cannot get help so we continue the journey with th~<B>, rim right just traveling with tires and one tire is just travelling on with with


ya it's a very dangerous journey so uh that was really uh, , a travel family travel experience gone totally wrong because uh I didn't really I didn't really have a good night's sleep the the purpose is to actually enjoy yourself by the time you wake up you already reach penang


but uh it was opposite lah it was a scary ride for me because we it we we went on uh on a trip whereby there is actually no extra tire uh we we didn't get exactly what we signed up for


uh and there was not even an apology at all, ya they take it that everything is settled


oh we changed buses so that means the I can't remember already ya but but ya it was a very scary ride lah


ya, (ppc)


correct I mean like you'll really sell us something that is totally not what


you promised ah so the the the ride was different and then the tyre burst and there wasn't actually any backup we waited very long and then the new bus came , uh yes we were on the new bus but still uh I think it it it would have helped if somebody provide us with updates what's happening rather than we keep on calling back to singapore asking what's happening to the agent with nobody answering because it's like what eleven twelve o'clock midnight


uh ya so that is really not getting what exactly you paid for lah uh and I think because of that, incident I did not ever buy any more travel packages from any travel fair I don't trust them anymore especially that company ah


ya ya


twenty minutes thirty five seconds


part two positive experiences


, so that's your positive experience ah


I think I I'm not a gadget person you know so uh I I won't have any I think if I were to actually go into a technical store uh , since you know what you are going to get you want to get I think it's it's easier for you to see what is actually a a a positive experience but uh on my end uh I I might


I might just uh be able to think that the, service that was given to me is good even though they can sell me something that I don't need so the maybe that's a different story


for me uh but on my end about positive experience I will always relate it back to service like for example uh, I I know you don't like this restaurant but this particular restaurant that uh my friends and I always go to not always but usually when we actually have our gatherings for for uh for any kind of celebration we like to go there because


uh even though the food is expensive, we like the ambience uh as part of a positive experience so when when we come in we like the fact that the owner will come up to us and greet us


so that that that is something that we liked because we know that he's busy but at the same time also he makes time to go to your table and see how are you how's the food and he will recommend what he thinks is good for the day lah because usually he he assist the head chef in terms of uh


getting the food prepared , what I see in that service is also not just him selling the food as a product but basically him uh as


as the brand ambassador, uh in terms of uh describing the product you you don't really have to know well I mean they're able to describe okay what are the products that they have actually on the menu because uh is already well-written the menu itself is already well written so what you read is basically what you're going to get


when the food item reaches you but what we also like even though the food is expensive exorbitant uh we like the fact that that the plating is nice at the same time also you have that extra service of the the the owner coming up to you


and there will always always be a, oh by the way because you have already uh dined with us we're going to give you free desserts so we know we know that the desserts will come free we know but it's just that we


uh we we find that nice because we know that uh this is something extra that uh we are going to get uh time and again every time we visit the restaurant because that's how his service is so it's uh


stated it is not he he will not say upfront that you're going to get it but we kind of expect that that will happen and at the same time it's, well on top of the free dessert because when you order dessert he'll give us free dessert on top of that he will also give us twenty percent discount not not twenty percent sorry uh ten ten dollars discount or or depending how much is your total bill or or or twenty dollars discount


based on the total bill for the next uh for the next trip that you come over, so , that being said ah I I don't know who else can match that kind of service ah uh expensive yes but, we like that you know I give you extra but on top of that I give you another extra so these extras are nice to have even though we know that


he don't even have to if he doesn't want to and it's not just because like he is actually treating us like his friends because we are not even friends with him he takes effort to do that to each and every single customer as as when he's actually there, so uh I would attribute the success of that that that restaurant


is because of this ah people come back because they know that this is actually the silent service that he will give extra and we will just like it like okay fine you are gonna tell me that the food is exorbitant so what I like the plating so what I I also like the fact that he comes over and says eh how are you and all that so it's it's the extra service that you don't really get from any other


I don't know I've not seen any other services, uh for f and b that's like that uh maybe I'm wrong, but uh I would say it's because of that lah he's very successful I also would say because of that he has, more than two outlets now ya


so you prefer a non-disturbed service non that something that you are not going to be disrupted because of because of the fact that you are eating ah but it's fine you see like like I don't know but I I just find that it's it's just a nice, nice touch for somebody initially we didn't like that as well but uh


I I, think it becomes it it becomes something, nice when you get personal the the personalised service is actually something extra I mean, you you I I think it depends it it differs from different persons but


personalised service is something that I find, would always be a game changer anywhere if there is actually another experience I didn't not personalised but uh with regards to, good customer service uh I would say


, again if you are talking about service then it's it's an experience that it is maybe is my it might be different, from a product like for example a product that uh one particular product that I I find that


uh it's interesting because I didn't really like this product because it it the packaging is not nice so we are looking at uh this product that can, help to wash when you you wash your vegetables you you want to get rid of


all the , what do you call that uh, what's the thing called when when you you you just want to wash your vegetables and make sure it's clean , ya correct, so uh for that particular case !oops!


can you hear me can you hear me can you hear me, ah ya okay so for that particular case uh I didn't like the product because it looks ugly


the the the product itself but it, physically physically the outlook it didn't look nice uh but then uh at the end of the day, I was sold because of the demonstration of


how good the product was so uh it is also because this this lady in I initially she was actually uh she was a turn off for me because she she speaks mandarin all the way, so that's something that uh I I didn't really appreciate lah uh but then when I look at her doing the demonstration


and then after that when I ask questions about this product and she's able to tell me more about how the product originate like uh what is it made of her product knowledge is so good , that she can she's able to sell me a fifty dollars


item which actually I don't need lah but because the demonstration is good her product knowledge is good and she's able to convince us because when she did the demonstration indeed the colour changed lah the colour of the item the the colour of the the vege~<B>


what it's called pesticides ah pesticides used pesticides used on, the uh on the vegetables itself that's the reason why the colour becomes like that and then she washed another


bag she said I just bought this so so that is actually a fresh batch of tomatoes and the colour change again, so , it was value for money because the bottle was big lah bottle was big so she was actually explaining to me this particular bottle can last me for one and a half years


which it did lah it did so she didn't she didn't charge short-change me because I needed a solution and based on that solution she's able to she is able to share that a product that can provide me with that solution that means her knowledge is <B>


explained then the service should be there don't you think so


valued maybe I think we'll feel valued and you feel like uh appreciated, ya


do they give you like like for example if that's anything happens to that you are you able to get to back to the same salesperson who sold sold you the product


ya, ya ya that's true


this is subjective ah ,


understand


but I think on my end a product, can you hear me, ya I think I think on my end product wise if you are looking at product I mean depending it it doesn't matter whether it's actually food or consumer electronics everything has to be


all everything plays a part lah that means uh if you are selling a product your product knowledge should be there like what you mentioned the product should be good at the same time as well uh the service rendered should be good the the not just the product but the person who's actually providing that product knowledge


should also provide the necessary information ah uh in order to ensure that, as customers and consumers we will be able to appreciate what we get


it does it does I mean it it just imagine if you were to you were to be waiting all the while without a a a bad I mean in in a very sweaty hot manner I don't think you will appreciate any of the other things that follow


twenty minutes, forty seconds


part one finance, hi, hi hi just want to you know uh talk about


saving account I think nowadays saving account is , a natural part of everyone's uh, uh, uh finance uh most of the people would a saving account uh it's only that you know which banks that they choose uh whether it's a local bank or or sometimes they have on offshore banks or international banks


, from my experience usually local banks are better for us uh because the ATMs are easily accessible, , and I think they have also


uh improve in their online uh experience uh user experience uh particularly you know the like services that they provide, where you can even transfer transfer money or pay your bills uh I think they have uh really uh changed and improved a lot through the years


uh as ya, as as far as I think offshore banks, uh the some of the big ones they they have this uh but, what I find is the initial initial uh money you have to put in to open an account is uh sometimes a bit prohibitive lah


uh well ya I I agree on one part where when you are still young you know usually the bank that you open your savings are all depending on your parents your parents open for you but uh as we as we go to the to the workforce uh and also


we learn about the different banks available and services I I feel that uh we can change we can change the the the different uh banks that and, uh previously uh local banks they they don't have much services online


uh but I think right now uh they have improved a lot and I prefer local banks basically than than the offshore ones the main thing is because you can easily you know uh get your uh ATMs


uh, uh everywhere I would say for for local banks and for offshore banks it's a good it's a bit difficult uh because they their their ATMs are not everywhere so you know so but I mean in terms of saving account I, I have not met anyone that does not have a saving account


uh but I know there are people who don't have uh especially those who are you know the the uh the the destitute those those who depend on others to give the them, uh uh finance so they may not have savings account but uh that's due to you know their


uh, what they are having right now


ya I I guess that would you know make people uh decide whether they want to have a credit card or debit card right so I I think right, nowadays a lot of uh a lot of, young people especially they once they go to the workforce they would try to get a credit card


uh and debit card you know uh just to have that uh, empowerment in terms of buying things so, I I I don't believe in I mean once upon a time I I I have a lot of credit cards but I think uh after some experiences with it I I


really don't uh encourage anyone to have a credit card is better to spend what you have within your means uh so that you know you you you won't go into any any uh issues, financially so that's what I think lah that the


uh, if possible don't even you know think about having a credit card the debit card is enough, in terms of whether you should keep your money uh at at home uh so that you won't spend that's also I think, uh a good point so that you know even though sometimes you know your your card may get uh hacked right so if your bank uh if the money in the bank from the savings is got uh siphoned out because of the hackers uh then there's gonna be a


uh, a problem so debit cards right uh nowadays uh I mean once you once you open an account you'll get debit cards but uh, uh due to the hackers you know uh prevailing nowadays it's it's going to be easy for them to access your account in the bank so uh although it's it's uh it's old-fashioned some some people say you know to keep your money in in the house uh but sometimes I it is also good to have that uh


because emergencies you don't need to go to the bank you you can have it


ya I think you , you may have your point but I mean for for me uh since debit card you can also use it overseas so there is no uh stopping for you to use your debit card instead of credit card so, uh I for me I I would not want to use any credit card at all lah if possible


yup, and and also I think uh there's also a question about whether it's good, to have a joint account you know within couples , once you've used I think for for me uh I think each


it's not that it's not good to have a joint account but I think it's it's also important to have a separate account so that you know uh, uh in in any in any emergencies or if there's anything right you you have uh, uh, I have two different accounts one for uh for the family lah so


it's not that I'm not I'm not for joint account but uh I feel it's it's better to have you know uh, each each each of the couple to have their own <B>


ya some people may say if you don't have a joint account it's like you don't trust the other partner right uh but I, I don't see this as an as a trust issue I I I I see this as a practical issue only so, no way


uh to me I I don't really subscribe to joint account uh ya couples should should should should be truthful to one another so if you want to check the other side, uh the other couple's uh bank account just ask right there's there's ya you ya


why don't they just open a fixed deposit then because fixed <B>


uh that would be better


so in terms of also you know nowadays as you mentioned earlier every child will have uh to have its own uh savings account right, what do you think you know you should should should the child be given their own ATM card when you know maybe they are twelve years old nor


uh I mean before they go to work lah like before before the eighteen or before they go to higher tertiary right should should ya


they do I think because uh for CDAC ya ya they do, ya so uh but of course that that money they can't take out lah, uh ya so, uh I I have my own bank account when I was in


tertiary only so when I was in the polytechnic even in secondary school I don't have my own bank account, so uh I think my family's from conservative one so they don't believe in a bank account for children uh but because in tertiary we need to have a bank account under uh


uh, so I opened one uh and and I think from there I I keep my own so uh, my family basically, don't give money through bank so they give money cash, so whatever I save it's on my own that puts in a bank not not my parents so that's how uh you know my my my parents had taught me in terms of uh


uh managing my own money though I guess yours is quite quite better where you know you've been you've been, , you've been taught how to uh balance ya money when you are still young uh and I think uh, uh ya I think your experience have been I mean your parents uh taught taught you well on on how to value money


I would for me my children I would not recommend them to have a bank account on their own until they are actually in tertiary level, because you know, uh ya, I I I feel my children's not ready uh because uh they I my it's it's my own opinion ah I I think they they are still


although they are still in primary school but looking at uh how they look at money uh I I I feel they ya they they don't really have any , uh value value value the money that they have ya, ya ya ya


and I think when when they grow older also right I for me I will not uh encourage them to have credit card although it's it's it's a sign ah you know someone has make it right I mean in my time if you have a credit card it's like okay !wow! this person has make it because, ya


ya so uh but I will I will not encourage and I will I will discourage and, and if my children you know, grows up and and and have a credit card , uh I mean there's there's a lot of uh a lot of uh you know


uh, things that they give you know the the cash bags the points or the miles but are you so, ya ya, ya well you have you have to really spend a lot then you'll have uh miles that that can travel within southeast asia ah so uh if you don't travel a lot that means you don't uh spend and


spend and spend then you won't get that uh, you won't get that that that miles, ya so I I I feel that , credit cards are are only uh for the banks to to get to get uh


additional money ya so it's it's, , it's not good for for consumers basically because you know normally they'll they'll use credit card and they will forget to pay immediately not everyone can pay immediately uh some will you know say okay I'll pay some I'll pay the next one and the interest


is very high so uh, I I I mean from my own experience right I will not uh, I encourage my my children to, to even have a credit card


ya ya it's it's just a gimmick I mean to me it's just a gimmick for you to be enticed and okay lah I need another ten points then I get this particular item I need another three points I need another hundred points, so if you look at it you do the maths I think uh you can buy the thing yourself and it will cost you less rather than rather than get points buy buy things and get points and eventually get it free


mine is twenty minutes ya


part three negative experiences, I think talking about you know negative experiences uh I think uh I think both of us have experience uh a lot of uh you know bad <B>


maybe I would perhaps uh , just share mine in terms of you know my experience with a telco telco company right so ya so uh this telco company is actually


not that small it's it's quite big, and, uh what happened was you know there were some issues with my uh broadband so it keeps uh it it keeps stopping sometimes intermittent uh issues


and, uh I decided to call the help desk so uh firstly the issues I have with them you know is uh we I mean we users have to wait very long


for someone to pick up the call, uh, some sometimes when you call uh you have to go through you know so many different options and then from that options also you have to again wait, for uh the call to be answered by a particular department uh then when finally gets to you I you have to go through uh explain to them what is it what's your problem and try to help


and then when they say okay I I don't have uh the skills to help I need to pass this to my uh another department uh again they will they will put you on hold, and then another person comes in and again they ask you again oh so what's the problem so I


still feel you know even though uh this this uh this telco company that that that that I use the services even though they are big here in in in our country but their their service, you know it's it's it's really not up to standard I'd I would say ya


ya and I'm I'm not sure whether they the the the the the engineers or the technician you know whether they have any local knowledge or not because uh they they they sounded like you know uh an outsource company from somewhere else


so uh sometimes uh it's it's difficult for you to understand their slang also, uh and and I mean, perhaps they understand you but you know you don't understand them so since like talking to in a chicken and duck thing so so uh I know it's it's important for them to save costs but


sometimes you know it doesn't work because uh you you you are already frustrated and then the people at the other end don't uh, don't speak your language or don't don't really know what you are talking about so I think


ya that's that's really a bad experience and because of that I I changed I changed to a different vendor, and different telco a bit a bit smaller but uh they are able to uh you know, , uh give better service in terms of you know if there's any help required so that's that's that's on the telco side lah the the experience


ah oh ya ya I remember when the child is small right


ya ya so that was a shock also a shock to me too I mean uh nobody claimed responsibility I mean never never take any uh responsibility and and and initiative to you know to inform the parents first right they I think we only know when we go and pick them up so


ya even I think even their principal right you didn't say anything so I'm not sure whether this this this happens all the time that's why you know they are all like immune, to these uh issues where children are injured in at their at their education centre uh and and they just you know give the normal uh


uh answers to oh uh the the children didn't follow instruction they uh they uh they, they play on their own and all that so I mean uh it is children right so they need to expect certain uh behaviors


uh and and ensure that you know the place is safe so I mean they are they are supposed to be uh professionals and they know they're they're what what to do and how to manage children uh to to have uh no feedback at all ya to to have


ya bad experience ya ya ya because it involved injury you know so, well I do I think I have have have ya


I think that uh, what I still remember is food in terms of you know again restaurants you know supposed to, the the fine dining areas fine dining place where we go to, but uh when we go there you know the the uh


, uh the service is is is is, uh not to be expected lah you know what I mean uh, uh, I know I I don't like you know waiters to come and disturb me uh, uh when I'm eating and all that right but


if the waiters don't come at all, and then , yes yes yes ya ya ya ya so, there's there's there's the issue on on for this particular place so it is not a cheap place but


but the but the service is is uh to be desired lah I guess uh one is you know they they they're never there for you when you want to ask them for assistance uh even ordering is an issue because when you put up your hand, everybody seems to look at the other way so they they they seem to avoid eye contact you know so that they won't get called


uh so uh I think uh no this this this this restaurant, basically uh I do not know what what are the charges that they charge the the the the people that come to the restaurant they uh they put there as you know uh service charge but what service are they giving they're not giving any service at all uh and and


I think the the worst part is you know when you want to pay right you, you're supposed to go out to the cashier to pay, but they still charge you a a service charge what's this right I mean service charge is for the convenience of the the person that dine in there


so it's not that okay uh because there's the the government has initiative where you put their own tray when you eat outside but that's that's not a fine dining area right that's that's that's a a a coffee shop uh where you are helping the place to be clean but this is we get charged for


for uh uh uh for their service but when there is no service at all so uh that's why I mean for uh for, for places like you know food and all that I I I prefer like you know like in a hotel where you have a buffet where you know and you expect that the food to be good uh and and there is a certain standard


you know due to uh world class rating that they have uh so ya food is important because you know you heard of so many , uh food poisoning cases right so uh the quality of the food is important and and and also the service that is you you're provided


uh even though, people may say oh this is good this is that you know good ratings by influencers but you know your experience sometimes will, uh, will make you think twice about coming to that same place uh


for for me for me it's it's it's not only the , the experience you have with the uh service but also the food lah as I mentioned earlier ya


ya ya ya you can buy that ya


ya the normal layout, ya ya ya , the tire burst ya the tyre burst and ya


ya it's uh very very dangerous uh ya


ya that's that's important there's there's no apology from the main company, uh they they even though we, ya even though we we write to them there's no feedback at all they never come back uh and and and the trip delayed I think for more than four hours because this guy finally stopped at once one uh side of the road to wait for another bus to come and we have to wait for I think maybe close to two hours and everybody was


outside, the another bus came but it was very long we have to wait very long and then the bus came we changed buses, ah ya ya ah ya so ya, so it it it added another four hours of uh travelling time uh the the thing is uh the the main company didn't acknowledge they I mean we did complain to them they didn't say anything


they say will check will check but nothing happen so uh I think ya that's that's a very bad experience in, uh I think uh, even though they say they are they are they are they are just agents right but I mean they they should also uh take responsibility it's human life there right so again


uh, the issue is with you know people want to wanting to get uh as much profit as possible but uh do not want to take responsibilities


uh I think just one more item I just want to share uh in terms of in terms of training , I have this uh unfortunate experience where, uh I I took up a course uh from


uh I wouldn't say the name again but it it's uh, uh it's a well known company lah but uh they they they offer subsidised course you know then you can you can you can make use of your, uh SkillsFuture right


so uh and a lot of people goes there but the the uh expectation is you know they have , professional uh trainers you know that that can that can uh understand where they have the experience uh also have the uh uh professional uh working experience to to relate with uh the the the certification


but unfortunately the the trainer is , did didn't do that well lah and and you know some of the questions the, the trainees is the one who uh will uh will will will you know will will answer for him so when the topics come in and then you just you know


read the the title and then then and then after that it's just okay this is uh this is what uh it's all, about and and he'll just read through the power points and questions he cannot answer it's usually he will say okay I'll I'll I'll tell you the answer tomorrow when you come again


so , so uh it it we we feel short-changed because , as a a a professional uh company you know uh uh it's a well known company uh a a a a local establishment uh


uh that promises you know good trainers and will will uh promise you that okay you will get certified and and, and uh, your questions will be answered by the trainers ah but, unfortunately, ya I mean uh


you feel short-changed because you don't get the answers you are looking for and you don't know whether these things that the the the trainer teaches you will uh after that be the same questions that you will uh get during the certification uh so there's there's


there's no confidence there lah so I I I'm I'm disappointed with this uh this company uh I wouldn't say the name lah right


part two positive experiences, okay uh , I think let's let's uh talk about some of uh you know uh


positive experiences we have when we buy things either uh at the food centre or at uh at uh supermarkets or consumer electronics, think maybe I start first with consumer electronics ah


because I , I always buy things uh, uh electronics and gadgets I think, uh, as part of my work I I always have to see which which are the latest and the greatest right, so , I feel that the uh the people at the stores physical stores right not really I mean the uh the technicians or the salesperson not really uh


know their products uh that's uh but, but the the thing is , the good thing is some of these stores right even though they, do not know they they come to you and and and try their best to uh to show you you know okay this is the latest one and what so


uh sometimes uh, they will show you something that is that you have not seen it before uh for example I think uh I think a few weeks, ago I I went to uh one popular


electronics uh store and was looking at , I was looking at a particular earphone brand and I I didn't realize you know that uh the the the the brand I was looking at is basically uh


are those that is branded one so I didn't I didn't really want to look at branded ones I was looking at something that is enough for me to use for my working from home because right now everybody has to use work uh work from home so I was merely looking for something that that that works uh I was


put off by the by the cost because I was looking at the the particular band and it it is very expensive and I I went to see this, uh the, the salesperson and he came to me and said


uh I ask him do is is this the only is this the only, brand that you have is this the uh is this what you recommend and then he ask me you know what's what's your budget uh and do you have any budget at all or or you want to to get something that is good


so I I I didn't say I have a budget but I I just say okay I want something that works and that's good uh immediately he didn't really uh ask me to take from the most expensive ones, he brought me to another uh area and and and showed me this brand uh which which I'm using ah


so I I didn't know you know uh, even though it's not in the latest and greatest right but this particular uh equipment that the that they recommended me and I and I and I'm using uh it's good enough and I


and because of that I saved money lah so uh I think, ya even though people say you know that the sales sales salespeople in in this uh electronic store normally they don't really know what they are talking about uh but you know uh from my experience even though they don't know the technicalities of it but uh sometimes you know their


their willingness to help and and and you know show you the the the different products will does help lah


so for me I think in terms of food right uh, I I prefer less disturbance from the from the waiter or from the, uh from the staff I like, to uh enjoy my meal uh


<B>, uh quite pricey place uh and in but most of them are like the places that I would go not not I don't I don't


think it's fine dining but you know it's like a like a buffet buffet uh dinner so uh most important thing for me would be, the the food itself , and I'm I'm allowed to you know uh go and choose the food that I want and and and and uh that's always there I don't have to wait long to get food


uh so I had I had some good experiences uh that you know that I can share when I go for dining, in some of these uh hotels restaurants uh as I mentioned usually buffet I prefer that uh because


you just want ya so ya from from any insects and all that right so, ya okay, so ya I mean if if if you


sorry you were saying ya I can hear you ya, wait you mean physically you know physically the outlook is it oh okay


from a dull colour is it from dull colour, pesticides ya pesticides ya


so you're saying it's value for money even it's expensive


!huh! uh


I totally agree I think , in terms of you know, food-wise uh what you just mentioned, uh, I I do agree you know you you if you're going to a place and you're hungry and you get a a good service right uh it really you know makes your day uh you and they give you some pleasant surprise with you know with with uh additional servings or


some a cake or two to to make you feel more, uh personalised I would say right valued ya, ya, ya so for personalised service we uh uh in in places like the poor industries is I think it's important uh and I think not not only food industry you also you know other other service industry like sales right so like my I mentioned in my uh experience in the consumer electronics so it is


ya definitely I mean it's it's a well-known uh uh electronics store, so I mean I'm


not afraid of coming and make make some changes with them because I've done that before uh when when I have a faulty product I just go to them and and and and they didn't even test to say oh is it faulty I'll I'll I'll I'll give you a one to one exchange so uh that's why I always go to that place


uh but but what I didn't expect you know is you know usually, usually uh your salesperson would want to have the highest commission possible right so you if you when you ask them which one is good they will, go to the the brand branded items then they will tell you oh this is this is good and this the best here and best there right uh they wouldn't bother to tell you okay the the actually there's an alternative uh product that can do just as well and you know that you may consider and and and and


that salesperson is is I I would say he's a bit uh he's tactful in terms of you know not mentioning about whether I can afford it or not right so he didn't assume so if he he he just you know recommend something that that he he feel is


it is good enough uh uh for you know for anyone that that requires that that service so ya I I guess personalised service is is important, but uh also depends on on on on on individuals I would say because for me


uh personalised service is good but if the food is not good then I will still not come to that place because I feel there should be a a a minimum , a minimum standard of, uh of of of you know the the items that you you are getting uh so if the place is nice ambience is good the uh the service is uh top notch but the food is not there in terms of uh taste


uh it's it's also not good to me so uh, uh for me I would I would uh look at you know the the, for for food-wise I would look at uh the taste more, and and and, and uh less uh disturbance ah uh


and ah I know a few places ya, ya ya ya subjective ya uh ya I I won't feel that I've been I've been uh some places you go right they would try to push here and push there and you try this you try that so uh I I I I feel that if if I want service I I just put up my hand and ask


so if I if I don't do that uh I I expect them to just you know keep at bay and have a lookout on those people that need need need need assistance uh so ya that's that's my view on on on you know what are the you know positive things that you know that that I've seen in some some places


then uh I usually go to


I see okay, okay , yup so but I I'm not sure about you know , ambience and decor do do do they really give us positive experience


(um) twenty minutes ya okay


okay so uh we do have quite a number of insurance policies maybe my husband Fazli would like to start off first by looking at our personal insurance and then I will carry on to share about our children's insurance Faz


okay so maybe I'll provide a bit more details with regards to the names of the policies that we actually have, so as shared by my husband Fazli we do have a variety of insurance policies for our family we started off with of course the hospitalisation plan with AIA and we actually made the decision to upgrade it to include the coverage for private hospitals as well


uh because of the fact that we wanted to be on the safe side and ensure that we had really a lot of uh very comprehensive coverage, at the same time we also had for our children uh the AIA star protector plus which is basically an accident plan to help uh provide for instances when they might actually get into an accident uh which has come in quite handy for us as well because it covers uh things like even if they were to come down with HFMD


if they were to break a leg or an arm it also provides coverage for that as well so it has become very useful for us, we have actually claimed them uh several times now besides that uh we also have uh critical illness for them, and we also have as mentioned earlier uh an ILP as well as an endowment plan


the endowment plan is called AIA smart growth so we actually got one of each for all of them the ILP unfortunately we can't really remember the name for it okay but basically this two policies are meant to complement one another to assist us when it comes to a time for them to actually go to tertiary


I think for ourselves we , currently like for I know from my husband mister Fazli he does not have uh any ILP or endowment because he prefers to invest his own money his own savings but for myself I do have an endowment plan that I bought quite a while back


uh some time in uh long time ago in fact when I was still studying in university so for that endowment plan it is with Prudential okay uh I also cannot remember what's the name of the plan but I had bought it with my current agent who was previously under prudential as well