[Feng Qitang original | Do not compile or pass on, have a source and evidence, share the entrepreneurial legend of the business world, and interpret the management wisdom of the big guys. 】
Resources:
Tian Tao and Wu Chunbo wrote "Will Huawei be the Next to Fall", Tian Tao wrote "Huawei Interview", Wu Chunbo wrote "Huawei Has No Secrets", and Huang Jiwei wrote "Huawei Internal Training".
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Many companies learn from Huawei's striver culture, but in fact, they have gone in the wrong direction.
Huawei's struggle is based on two prerequisites: one is based on "customer-centricity", and the other is "striver-oriented".
It's just that many people don't see these two premises or programs, or deliberately ignore them.
Ren Zhengfei asked Huawei people to "face the customer and face the boss": they should think about what the customer wants every day, and they should revolve around the customer every day.
Ren Zhengfei said: The most important thing for employees is not to look at my face, not to see who I like or who to scold, but to keep your eyes on customers. The client agrees with you, and when you come back and get angry, you can come to my office and kick me twice. If you look at me every day and don't look at this client, even if you hold me comfortably, I'm going to kick you out.
At Huawei, it is not uncommon for people and things to be "kicked out" because they don't pay attention to customers or don't pay enough attention.
01
If you can't tell the story of meeting customers, such a representative can't be promoted!
This is a typical real case of not knowing the customer and not touching the customer and being eliminated.
Every year, Ren Zhengfei visits Huawei to visit employees and meet customers.
Once, Ren Zhengfei went to Huawei's Latin America area for inspection.
Ren Zhengfei wanted to understand the market environment and customer service in Latin America, so he asked the representative to tell a story about meeting customers.
As a Huawei account representative, my main job is to deal with all customers, revolve around customers, understand their needs, and in the process, there will be many interesting and even unforgettable stories.
However, the Huawei representative, who was originally quick-thinking and eloquent, couldn't say anything in the face of Ren Zhengfei's sudden question.
It turned out that because of the language barrier, this representative simply sat in the office to direct when he was carrying out his work, and rarely went out to meet customers.
If you don't go out to meet customers, you can't tell a story!
After Ren Zhengfei learned about the situation, he immediately told the head of Huawei's Latin America region that this representative lacked the ability and awareness to communicate with customers, and could not continue to be promoted.
We all know that one of the core values of Huawei's culture is "striver-oriented", so what is struggle?
Ren Zhengfei interprets it this way: What is struggle? Any small activity to create value for customers, as well as efforts to enrich oneself in the process of labor preparation, are all called struggle, otherwise, no matter how hard and tired it is, it is not called struggle.
Ren Zhengfei stressed: The purpose of our struggle is subjectively for ourselves and objectively for the country and the people, but the unity of subjectivity and objectivity is indeed achieved through serving customers. Without serving customers, both subjective and objective are empty.
Therefore, cadres who rarely go to meet customers, do not understand customers, and are not people who really serve customers, such cadres cannot be promoted.
02
3 short stories
Many bosses also open and shut their mouths to say that customers come first, and "customer-centric" propaganda is also posted on the wall of the office, but it often only stays at the slogan.
However, in Huawei, under the leadership of Ren Zhengfei, a "teacher", it is true that "customer-centric" is a belief, and those who violated this value in the early years have become cases, of course, negative.
Story 1: The customer caught a cold, and the minister was demoted and his salary was reduced
Once, Huawei was hosting an important customer.
At that time, the temperature in the conference room was too high, so the administrative staff notified the property center and asked to adjust the temperature.
After the property staff came, it took about an hour to cool down the temperature.
But after he left, the administrators found that the temperature was too low.
At this time, the meeting has already started, and I can only endure it for a while.
Although the meeting ended successfully, during the meeting, some customers and guests sneezed a few times because the temperature of the air conditioner was too low.
How does Huawei deal with this kind of mistake?
Soon, the director of the service center in charge of property management was demoted, and the bonus and equity were also lowered according to the new rank.
This is to make customers cold, obviously a direct departure from Huawei's "customer-centric" core values, the minister was demoted and his salary was reduced, it should be said that it is not unjust at all.
In Huawei, there are also Huawei representatives who were angrily scolded for letting the boss go first, and were angrily scolded by the boss for taking a luxury car.
Story 2: Let the boss go first, and was scolded by Ren Zhengfei
In 2009, Ren Zhengfei visited customers in a province.
When Huawei's boss visits, a banquet is indispensable. When the two sides said goodbye after the meal, Ren Zhengfei asked the customer to go first, and the customer insisted that Ren Zhengfei go first.
Ren Zhengfei was furious when he saw this, and criticized the Huawei representative on the spot (there is also a saying that the representative was kicked into the roadside flowers).
The customer saw that Ren Zhengfei was angry about this, so he immediately got in the car and left first.
The next day, the incident became a beautiful talk in the province, "Huawei's customer-centricity is true, and Ren Zhengfei is practicing it with his own feet. ”
Story 3: I took a luxury car to drive and was angrily scolded by the boss
Another person who was scolded by his boss Ren Zhengfei on the spot was the manager of Huawei's Xinjiang office.
Ren Zhengfei went to the Xinjiang office to inspect, the office manager was a novice, thinking that the boss would come to inspect, and the reception work must be high-grade and grand enough, so he searched the whole city, and finally found an extended Lincoln, and personally led the team to pick up the boss.
When Ren Zhengfei saw this lineup, his face sank, and he scolded angrily on the spot: You should be at the customer's place now, not to pick me up! You have to face the leader with your butt and your head at the customer!
The office manager was scolded by Ren Zhengfei so much that he didn't dare to come out along the way.
03
Only by being good to customers can you make money from customers
Ren Zhengfei said that only by truly grasping the pain points of customers and helping customers solve problems can we truly establish partnerships.
Sometimes, a customer's pain point is not just at work, but also personally.
A veteran Huawei employee told the story of how he solved the worries of customers.
A representative from Huawei's local representative office was chatting with a customer who learned that the customer had a lung disease that could hardly be solved in the local city, so he had to go to Beijing to see it.
It just so happened that the State Administration of Telecommunications convened local branches to Beijing for a meeting, and customers also needed to go to Beijing to attend the meeting. The client originally hoped to take the opportunity of this meeting in Beijing to find the best doctor to see his lung disease, but because the travel schedule was too tight, he really didn't know when he had time, let alone how to find expert resources, so he was very distressed.
After the Huawei representative learned of the situation, he asked his colleagues in Huawei's Beijing Guest Labor Department for "artillery support" on the spot.
The Beijing colleague asked the customer about the time of the doctor's visit and what department he needed, and hung up the phone.
In the afternoon of the same day, Beijing called back, and the problem was solved: the International Department of Peking Union Medical College Hospital, a certain year, a certain month, and a certain day, the expert number of a certain department, and reminded that if the expert is not satisfied, you can call the guest labor department one day in advance to replace it.
In fact, this is just one of the countless examples of Huawei's representatives understanding customers, solving customers' worries, and building partnerships with customers.
Ren Zhengfei said: The best for us is the customer, and the customer is our food and clothing parents. If we want to make money from the customer's pocket, we must be good to the customer and make the customer willingly take the money in the pocket to us.
When asked by a reporter about Huawei's management philosophy, Ren Zhengfei replied: "Huawei has no philosophy, and if it does, it is customer-centric."
There are always many companies in society that claim that they are learning from Huawei and learning from Ren Zhengfei, but few of them can really learn the essence of Huawei, why?
In fact, it is very simple, because many business owners and executives, although they also emphasize "customer-centric", but the company's wall and culture column post more, but it may be the boss or founder's portrait, quotations, speeches, leadership photos;
Accustomed to enjoying the absolute obedience and respect of subordinate employees to themselves, how can we form a culture of strivers and customer-centric core values in such a team?
Ren Zheng said very much: "The greatest selfishness of people is selflessness", he asked employees to "butt against the leader", but shared Huawei's success with all Huawei people, so it made everyone's Huawei!
This is Ren Zhengfei's wisdom.
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