Chapter 13 For an anchor to work, it must bury itself

When we were developing and constructing a modern city, we visited Harvard and felt that they did not have many management concepts and the like. They were all cases, providing you with cases to think about.Therefore, I thought that instead of publishing an employee handbook and a system, it would be better to create a copy of "Complaints against Pan Shiyi·Criticism of Modern City" for employees.Not only should the people who pay us complain, but we should also complain about the poor service of those who pay others. At that time, the engineering director of our company was about to leave because of conflicts with the department manager. He told me that I feel angry now.I asked why, and he said that if you fired me, I would be willing to do so; what I am angry about now is that I am Party A, let Party B sue, and Party B will make me angry. How can there be such a reason in the world?This is the first time I heard of this truth, so I asked him what is the difference between Party A and Party B.He said that Party A is the one who pays, and they have to listen to us.Party A and Party B are equal in the "Contract Law", but in the shopping mall, Party B begs Party A, Party A is the owner, and Party B is the construction party and supplies materials.From this point of view, in the concept of Chinese people, service consciousness is unequal: if I pay you, you have to ask me.This also constitutes China's unique cultural landscape: mutual service, which has not been realized by some people as the core of a new type of social relationship.It becomes shameless to serve others. What they call service is to make others serve themselves.

I have repeatedly emphasized that real estate developers can't just sell the house, and the more important thing is the service in the future.This service does not refer to superficial diligence.A vital organization or company should not only pay attention to product quality, but also pay attention to service awareness and service quality. A market economy still needs to "serve the people".I think that serving others is a topic worth talking about at the current stage of social development.There are many human virtues, such as unity, bravery, honesty, creativity, compassion and so on.But I think there is another very important point, that is the "spirit of service".The spirit of serving others is the basic character that anyone should have in today's society.

In the past, when our company judged a person, it often judged him according to his ability and intelligence, and arranged positions and jobs for him.But today, we realize that service spirit is a prerequisite, and the importance of service spirit and service quality has surpassed ability and IQ.Because, if there is no spirit of service, your ability and intelligence will not be brought into play, and it will even have a counterproductive and destructive effect. As a commercial company, in the past more emphasis was placed on providing services to customers.However, with the development of society today, it is no longer enough to just provide services to customers.We can't just provide services for those who pay us, but act as a boss and "Party A" in front of those who spend our money; we can't just serve low-level employees for high-level employees, and high-level employees are uncles. Give orders.This is against the basic spirit of service.Our employees and our company should not only provide services for customers, but also provide high-quality services for our material suppliers, construction units, equipment suppliers, design units, etc.To this end, we specially researched and designed two sets of opinion solicitation forms: one is to solicit the opinions of our customers, such as what kind of requirements they have after purchasing our house, and our customer service department, leasing department, and marketing department can give us advice at any time. They provide services; the other is the opinion form designed by us as Party A for our "Party B", so that "Party B" can also give us opinions.Opinions from both aspects are equally important to us. We hope to continuously improve the service awareness and service attitude of every employee in the company through feedback from customers around us and all manufacturers, so as to improve the overall quality of the company.

The value of a company in society is the same as that of an individual in a company. Only when you provide services and value to the society can your contribution be recognized by the society and the company.In the past, as a real estate company, we had to go through many government procedures, and our employees suffered a lot and suffered a lot.Now, the government is also reforming, such as the "bidding, auction and listing" of land, and various government departments have completed half of the formalities in the early stage, which has improved our work efficiency.Service is a person's virtue, and you cannot treat the latter person badly just because the previous person treated you badly. This is the most unforgivable shortcoming of people that Confucius believed: venting anger.Only when everyone improves their service awareness and positions themselves in the role of serving others, can our company develop healthily and the whole society move forward harmoniously.

And for those who regard serving others as losing face and losing their "self", I would like to offer a sentence: For the anchor to work, you must bury yourself.