The fanatical devotion to customer service comes as no surprise. I read an article in a business journal a while back dealing with doing business in China, and how Americans needed to adjust their thinking. Like, a US executive who wanted to do a joint venture with a Chinese company might find himself doing things like having tea with the Chinese CEO well before actual business was discussed, and bringing up business at that point would be a fatal error. The Chinese CEO was thinking long term about the relationship that would be involved, and wanted to know "Do I get along with this guy? Are our personalities compatible? Would I be comfortable entering into a long term business relationship with him?" Only if he decided the answer was "Yes", would he then be interested in discussing the specifics of the deal.
When I think of the number of US joint ventures and acquisitions that have foundered on incompatible personalities between principals and incompatible corporate cultures, I think the Chinese may have a point.
Awinic is devoted to building that long term relationship, and fanatical customer service as a way to do that.
I think the notion of many Americans that Chinese are "Only hard work and no innovation" is slowly proving wrong. All the Asian countries -China and India included have people full of innovative ideas and they also implement those ideas - these things are called "Jugaads" in India and I do not know the Chinese word for it.
So never underestimate the hidden power.
Great Story, Junko. I remember whenever I have to deal with companies in Asia, I have to work odd hours too. Work week typical starts from Sunday 6:00PM PST to Saturday 8:00AM PST. Talking to them on the phone, answering email so that they can move forward quicker instead of waiting for my decision for a while day. On the other hands, some of them do the same. They would respond to my email in the middle of the day California time. Your story confirms align my observation a couple years back. I believe the new Asian work style is efficiency and work life balance.
Hi Junko, surprisingly the customer devotion is not only with Awinic. You will see it in most companies there in China. Even multinational companies with headquarters in the US look into the local talent to give it somehow bridge the customer needs. I remember when I was in a meeting with my former company in China, from our office window one would see the customer building across the block. EVERYTIME our sales people would mention the customer name, they would all turn their gaze to the customer building like they were being watched. The basics is, you got the money and the business for us...you have all our attention...
The commitment to quality customer service around the clock is impressive - especially in an era in which too much customer service is deflected to useless online FAQ pages and uninformed "support" staff who promise to call back and never do. The one remaining step is to ensure employee quality of life and work-life balance. Perhaps rotating coverage schedules could help.
Very illustrative story especially with pictures having sleeping bag behind. Lots of electronic companies in Asia having this culture. And it is a norm the bosses would expect engineers to stay back or come over during weekends without any extra compensation. I have heard stories of Huwei engineers committing suicide due to the imbalance in the work life.