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What is the key to great customer service?
I am sincere and honest, and I ensure I offer
good quality. I think travel agents should
do the same, and remember that offering
the best quality is vital to customer
satisfaction. If something doesn’t fit the
customer, whether it’s a shoe or a hotel,
then you must guide them. And it’s
important to bear in mind that, even when
it’s a high-value product, the customer
wants value for money. People buy my shoes
because they know about my designs, fit
and reputation. But sometimes they have
an image in their head of what they want,
and I will involve them in the process, so
they, too, feel like a designer. Agents can do
that as well, because the consultation
process is an important stage. That’s how
you ensure repeat custom.
Has the economic climate affected
luxury customers?
The rich ones are still rich. If they have a
house in Mayfair, then they will have
money to spend. Maybe they will reduce
their budgets, but if you make things
affordable and good quality, then they will
come. I think luxury customers will still
travel, too. There is a temptation to cut back
in these times, but we want to promote
Malaysia even more aggressively to ensure
we remain a top 10 destination for people
around the world.
What else is important to you in the
fashion world?
y
Jimmy Choo’s shoes have graced the feet of celebrities
I love to give back, and that is why I work
with organisations like the British Council,
ranging from Princess Diana to Madonna, and the
universities and colleges. Too many people
Malaysian designer is now the tourism ambassador for
won’t do anything unless it benefits them,
but I have been helped and encouraged by
his homeland. He talks to Charlotte Walsh about his
many people and now I’ve made my name,
country, his inspiration, his shoes appearing in Sex and the
so I want to help when I can.
City and why selling shoes is like selling luxury holidays
How do you feel about your shoes
featuring in TV, films – even songs?
uxur
My shoes have been in Sex and the City
and it was great. I felt honoured and proud
Do your travels inspire your designs? How will your to be in such a wonderful story. Carrie is
I travel a lot and it is an important part of role as tourism my favourite. I’ve also worked with SATC
my inspiration. In a hotel I may see the ambassador help stylist Patricia Field when we did a show
pattern of a sofa or a poster on a wall, and Malaysia? together, and I think she is brilliant. My
it gives me an idea, or the detailed design I think it will shoes have been mentioned in songs by
on my hotel breakfast glass could inspire encourage journalists singers such as Beyonce and 50 Cent, and
me to do something similar in the heel of a to write more about it always makes me feel so special! Over the
shoe. Japan and Taiwan both really inspired Malaysia, and using my years, I’ve met many celebrities, and they
me. I loved everything there – the cultures, name helps get people to have all been friendly to me.
architecture and people. When I travel, read about the country. I’ve been in the
I always take a camera or a mobile phone UK for 25 years, so people know about me,
to take photos on. I used to draw in a and I can use that to promote my country.
notebook, but now I print the pictures. I feel proud and honoured to do this.
CHOO’S CHOICES
Jimmy made his first pair of shoes aged 11, learning his trade from his
What do you look for in a hotel? What does Malaysia have to offer to
father. He came to London in the 1980s to study, and started his couture
It’s the ones that go the extra mile, and never high-end customers?
label in 1986, followed by a ready-to-wear line in 1996. He sold his
a life in l
share of the business in 2001 and now has a couture store in London.
say “no”. I like to see a clean hotel room, and Malaysia is beautiful and perfect for the
one with a good view. Shangri-La hotels are luxury traveller. On a typical beach holiday,
What is your favourite city? Kuala Lumpur
always fantastic and they train their staff you don’t always get to see much of the
Where was the first place you ever went on holiday? Penang Hill as
so well. When I stay in a smaller hotel I like country, but when you come to Malaysia,
a kid, when I was very much taken by the chi (energy) there
Where was the most recent place you went on holiday?
it to be bright, with lots of natural light. you do. My top tips when visiting would be
Christmas in Malaysia and then Hong Kong for New Year
If I ran my own hotel, it would have a to go to Penang, a stunning, small island.
What is your little luxury in life? Massages – at the Ritz-Carlton Kuala
contemporary look, and I’d The people are friendly, and it is good
Lumpur or Shangri-La’s Rasa Sayang Resort and Spa in Penang
ensure all my staff were well value. You must also go to Kuala Lumpur.
How do you get through a flight? Food! Malaysia Airlines serve some
of the country’s best chicken satay for business-class passengers
trained with good manners! Our capital has great shopping and
Best thing about your job? I love to travel, so that’s a massive perk
I would like to have a hotel in wonderful food. Finally, you must see
What is your best tip to get ahead? Take in as much of the world as
my hometown of Penang. some of our best hotels, such as Pangkor
you can. The right balance between work and play is important, too
62
Maybe one day I will. Laut Resort and the Tanjong Jara Resort.
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