When Filip Sobiecki from Quickchat AI sat down with Eric Sim, the conversation quickly turned into an exploration of how small actions can have a big impact on relationships. Eric, a former managing director at UBS and now an executive coach, had plenty of stories to share about the power of personal connections.
Watch the full interview on our YouTube channel:
VIDEO
“Let me tell you a story,” Eric began, reflecting on his early years.
“I learned about communication at my father’s hawker stall in Singapore. One day, my father asked me to take a bowl of noodles to a customer who hadn’t even placed an order yet. The customer was confused, but I repeated his usual order back to him: "Vermicelli, extra prawns, no pork, more vegetables, chili on the side?"
He was shocked I knew, but my father had seen him coming and remembered. That made the customer feel valued.
This simple story laid the foundation for what Eric would practice throughout his career. He shared another anecdote from his time at UBS.
“A client complimented my cufflinks once. I just thanked him and moved on. A month later, I gave him a similar pair as a gift. It was a small gesture, but it surprised him, and it made a lasting impression. That’s what people remember — the small, thoughtful actions.”
Filip nodded, intrigued. “So, it’s really about those personal touches?”
“Absolutely,” Eric said. “It’s about listening, paying attention, and showing people that you remember the little things. That’s how you build trust.”
Eric also shared his communication framework, CAT , which he uses to guide interactions:
• Competency : Do the small things well and consistently.
• Appeal : Be interesting — find ways to stand out.
• Trust : The foundation of every relationship. Without it, nothing else matters.
They discussed how AI is reshaping communication. While Eric acknowledged the benefits of AI for handling tasks and automating responses, he stressed that it can’t replace human connection.
“AI is great for efficiency, but it can’t replicate empathy or trust. That’s why the people who can build real relationships will thrive, even in a world with AI.”
Filip asked, “How do you make sure you stand out when everyone is online these days?”
Eric smiled and pointed to his signature orange pocket square. “It’s about doing something memorable. Whether it’s how you dress at a networking event or the way you tell your story on social media, it’s those little things that stick with people. I wear my orange pocket square everywhere — it’s become part of my brand.”
As they wrapped up, Eric shared a final piece of advice on making small talk more meaningful. “Instead of listing everything you did over the weekend, focus on one interesting detail. Share something personal or unique, and watch how that changes the conversation. People connect over stories, not lists.”
In the end, the message was clear: in a world increasingly driven by technology, it’s still the small, thoughtful actions that make the biggest impact.
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