This website uses cookies to ensure you get the best experience on our website。MORE INFO
Skip to main content

Applying Wing Chun concepts to customer service – Alexander Lee, The Leighton Hill


"Wing Chun requires reflective response and counterattack based on your opponent's movements. It's easier said than done, similar to property management," said Alexander Lee with a smile.

Alexander is a concierge at The Leighton Hill and a Wing Chun coach. More than 10 years ago, a series of Wing Chun-themed Hong Kong movies gave rise to the popularity of this Chinese martial art among local people. Alexander, however, did not learn Wing Chun because of those movies. "It was my uncle who opened my eyes to this martial art. I gradually developed an interest in it and became an apprentice," he said.

Reacting decisively with a keen eye

Alexander worked in the aviation industry before becoming a concierge and said he felt lucky that he did not have to use his martial arts skills in the workplace. However, he has long blended Wing Chun concepts in his work. Alexander pointed out that this martial art puts strong emphasis on making simple, direct pre-emptive or reactive moves at the right moment naturally, and adjusting flexibly to respond to your opponent's movements. According to him, these methods can be applied to customer service as well: "When serving customers or dealing with unexpected events, I try to understand the situation and the customer's needs, based on first-hand observation, and provide immediate assistance, as residents usually want a quick response from us when they ask for help. There are no standard rules, so we have to react flexibly to each situation. This closely resembles martial arts."

In addition, both martial arts and property management require you to stay calm and composed to make quick decisions in challenging situations. He recalled an incident where a resident fainted in the estate: "We must act calmly and decisively to unexpected events. I immediately notified the control room to report it to the police, monitored the resident's condition closely, and had the resident wait for emergency services as instructed. While ensuring the resident's safety, I tried my best to remain unfazed and to calm down the others at the scene."

Going the extra mile for residents

Working hard to equip himself, Alexander recently completed a bodyguard training course, which deepened his knowledge to provide better services. He learned that the first thing for a bodyguard to consider is not to use force to resolve problems, but to keep his client away from danger through careful preparation. This means going the extra mile and making moves before the client encounters any trouble. "For example, when I escort a resident to a taxi, I wait until the car is out of sight before returning to my post, so that if the resident suddenly needs to return, I can provide immediate assistance," he said. Having a hunger for knowledge, he also started to learn acupressure recently. "Martial arts and Chinese medicine are fundamentally complementary to each other," he explained. "I hope I can acquire more knowledge in these areas to continue to improve myself and help others."