It was a Saturday in April and the Night Safari was packed with visitors.
But that did not prevent the Safari's operations assistant Soon Mei Way, 30, from noticing that one particular group looked lost.
Singapore IT analyst Seah Teck Tiong, 29, and his homemaker wife, Elizabeth Li, 29, were at the entrance with their two children, aged three and one, Ms Li's elderly mother, Ms Li's brother and a guest from Hong Kong.
It had been a decade since Mr Seah and his wife had visited the tourist attraction.
"Mei Way warmly came over for a chat with us and briefed us on the timings for the Creatures of the Night Show," Ms Li recalled in a letter to the Zoo's feedback department.
Ms Soon also noticed that Ms Li's 70-year-old mother did not feel like joining the long queue for the tram.
"She politely asked my mother which year she was born in, and upon learning that she was born in the year of the tiger, hinted at the possibility of going for a walk to see a tiger up close and personal," Ms Li added.
Ms Soon also tailored an itinerary so that the visitors could take in the best attractions, such as the Creatures Of The Night Show. The night ended on a high note, with Ms Li'ss mother "more than pleased to see a tiger" and Ms Li's daughter getting a bookmark from Ms Soon.
Ms Soon is among a group of service personnel who are giving Singapore a good name.
And while it is de rigueur to hear Singaporeans launch into lengthy complaints about poor service, many actually go the extra mile - to applaud those who provide great service.
In a my paper poll on Stomp last week, half of those who complimented good service said they spent at least 15 to 30 minutes penning their feedback.
One reader, financial advisor David Soh, 52, praised the operations personnel at the Singapore Flyer.
He said: "I make it a point to write in when I experience good customer service. I would think that it?s a source of motivation for the staff."
When my paper approached Singapore Flyer Pte Ltd about Mr Soh's comments, its hospitality crew supervisor, Constancia Margammuthu, 28, said: "We've received quite a lot of feedback. While it is not possible to please everybody, we do receive more compliments than complaints."
Singapore Flyer's happy situation is not unique.
Department store Robinsons, clothing retailer G2000, modern Pacific cuisine restaurant Tao's and Japanese restaurant Kuriya also say that they have received positive feedback from customers.
As Mr John Lai, 38, a trainer-consultant who runs a corporate training school, said: "Sometimes you just have to bang on a table and make some noise to get things done. But that said, I do my best to commend staff who have impressed me."
Three cheers for these service heroes
Besides Night Safari's Ms Soon, here's our honour roll of seven service personnel, in no particular preference, who go the extra mile.
Ng Poh Peng, 42, crew leader McDonald?s at Toa Payoh Lorong 1
Extra mile: Remembers regular customers? preferences, serves water to the table and offers utensils for those who prefer to eat their sausage McMuffins with fork and knife. "She serves everyone equally well and makes it a point to converse with customers." - Mr John Lai, 38, trainer-consultant.
Patrick Ong, 32, tour manager Chan Brothers Extra mile: Takes extra care of elderly travellers, is the first to rise, last to eat and go to bed. Knowledgeable enough to stand in for local guides in South African and European countries. "He is very proactive, plans ahead and anticipates problems. He has a passion for history, and has all the facts in his head." - Mr Andrew Ang, 51, businessman.
Andy Kong, 23, sales executive StarHub Shop at Plaza Singapura
Extra mile: Patiently spends as much time as an indecisive customer needs, recommends products based on needs and does not hard-sell. "I didn't expect to recontract my broadband, mobile and cable TV with StarHub, but in the end I did because Andy was so polite and accurate in his product knowledge." - Mr Neville Teo, 43, teacher.
Eric Wong, 30, manager Tao's, Dozo, Juju Hokkaido Hot Pot Extra mile: He will notice if a guest has not finished his food and offer to change the main course for him at no extra charge should his initial choice be unsatisfactory. "I've been going there since they opened in 2003. Eric and his colleague Greg treat us like friends." - Mr Raymond Wong, 29, public servant.
Constancia Margammuthu, 28, hospitality crew supervisor Singapore Flyer
Extra mile: Her crew members personally attend to the elderly, wheel-chairbound, visually- impaired or patrons with walking sticks. "It is heartwarming that they made special arrangements for my 89-year-old wheelchair-bound father." - Mr David Soh, 52, independent financial adviser.
Edward Poo, 21, service specialist Xin Wang Hong Kong Cafe at Anchorpoint
Extra mile: Pays extra attention to large families. Offers baby chairs and utensils to toddler- carrying parents. "Edward's smile made us feel welcome the minute he sat us down." - a customer who wants to be known as Ms Chua.
Paul Lui, 39, restaurant service manager Kuriya at Raffles City
Extra mile: Goes out of his way to fulfil special orders, get cupcakes for children; presents inscribed birthday cakes for customers. "Paul's personal attention to detail is outstanding. We used to hold press lunches at where he used to work because we knew we could count on him." - Ms Angeline Neo, 33, beauty and fashion correspondent
