Yan Changshou, the father of the hotel industry in Taiwan Province Province, began to work as a receptionist for American Express at the age of 23-that is, to help others do the simplest things such as running errands and serving, but five years later, at the age of 28, he became the general manager of American Express in Taiwan Province Province. In these five years, he didn't rely on any personal relationship and background at all, but relied on his outstanding performance in one thing, one job and one post. This is not from grades, but from everyone's word of mouth.
First, honesty is the foundation of being a man.
Yan Changshou only had a high school education, and only found a formal job at the age of 23, and then stepped up step by step and became the general manager. Later, the chairman of Taiwan Province Du Ya Hotel got to know Yan Changshou in the process of traveling, and thought this person was really nice. So when he is ready to create a five-star hotel, he wants to ask Yan Changshou to take charge of this hotel. As a result, this incident alarmed American Express Headquarters, and they said to Yan Changshou, "We want you to be the president of American Express Asia Pacific and the vice president of American Express Headquarters. Please don't leave. " Yan Changshou decided to leave to start a business with the founder of Du Ya and became the president of Du Ya Hotel at the age of 32. Later, he turned Du Ya Hotel into a Taiwan-funded hotel with high service quality, good reputation of guests and high return on investment of shareholders.
Yan Changshou's judgment, attitude, values and practices on things are very practical. Many of us, like him, have strikingly similar ideas, practices and views. For example, no matter what he does, he will not be used to dividing this matter into inside and outside, you and me. When he was a child, he was willing to help everyone around him solve problems. He thinks he can learn a lot in this way, so he works hard, so wherever he is, people around him are very kind to him, and he makes rapid progress in his studies.
When he is a little boy, the secretary will naturally treat him as a little boy. But his reaction to these things is by no means to say angrily in his heart, you bully me, and I will overtake you and climb on your head in the future. Instead, he will think of what his father taught him: "It is rare to suffer losses, and it is a blessing to suffer losses." And this philosophy of "losing is a blessing" has become an important ideological basis for him to temper himself. With this ideological foundation, his attitude has always been correct, and then he works hard towards his goal step by step.
Almost everyone will be tempted by all kinds in the process of growing up. If you are captured by it, it will make you deviate from the direction and the right path. This temptation has been encountered many times.
For example, when American Express set up the Tourism Department, Yan Changshou helped to purchase some office supplies. In the process of purchase, there is an electric typewriter, and the price is about 50 thousand to 60 thousand. A friend told him that some dealers would import second-hand goods from Hongkong, clean them and sell them to companies on the island of Taiwan Province Province, so they should not be treated lightly when inspecting the goods. Later, after quoting and comparing prices, they placed an order with a trader, negotiated the price and signed a contract. As a result, two days later, the trader came to chat with Yan Changshou. When he left, he stuffed an envelope with 8,000 yuan, equivalent to his four-month salary. In fact, these things often happen to people like purchasing and general affairs, but Yan Changshou told the general manager about it without thinking. The general manager felt that since the contract was signed and the account was settled, things were still to be bought, so he transferred the money to the welfare Committee and turned it into an employee welfare fund.
A month later, the ordered goods arrived, two boxes were intact, two had been unpacked, and the other printer had no packaging box and was taken directly to the company. Yan Changshou looked at it and found that three sets had traces of use, so he asked the other party to replace them. But the other party promised that these were all new goods, arguing that the boxes were unpacked by the customs. But Yan Changshou insisted that the other party take the goods back. As a result, three days later, the trader sent a message to the general manager through another person, saying, "A young man surnamed Yan in your company wants a kickback and deliberately finds fault with the manufacturers." In fact, this is also natural. If you take someone else's kickback, they will definitely give you something bad, and if you have the courage to refuse, you can judge the truth of this matter professionally. As a result, the general manager smiled and replied: "I knew this at that time. I have 8,000 yuan here, you can get it back at any time, otherwise I will turn it into an employee welfare fund! " Think about it. If Yan Changshou had accepted this 8,000 yuan rebate, he would have no future at American Express, and he could not have become the general manager of American Express in Taiwan Province five years later. Do you think these things often happen to us?
Although this is only a small incident, it has a great impact on Yan Changshou, making him understand that the process of work is full of temptations and traps, and he may fall into it if he is not careful. It can be seen how important it is to lay a good foundation of ideas and values in work.
Second, the pursuit of excellence.
Yan Changshou's magic is also reflected in many such details, and many of his actions can bring great inspiration to people. Yan Changshou worked as a courier in American Express for half a year, and got a promotion opportunity because of his hard work. He changed from a courier to an airport pick-up representative for the company to receive foreign groups to Taiwan Province Province. This job is actually very simple, that is, first count the group luggage, then escort the luggage back to the hotel, count it one by one, and then send it to the guest room. Although there is no university to ask about this job, he actually found his first direction in life through this job. Seeing the tour guide taking foreigners around, he is envious, and he is also an active person and doesn't like to stay in the office. The dream of leading a tour and introducing the world customs is so tempting that he made up his mind to be a tour guide.
For example, he took a cruise group, landed in Keelung at six o'clock in the morning and set off at six o'clock in the afternoon. The tourists on board had already signed up for a 12-hour tour of Taiwan at the previous stop in Japan. Time is tight, and every link can't go wrong. Simply treating it as a task, or leaving a deep impression on the other party and getting satisfaction, will have different values, and the latter is obviously more valuable. This idea forced him to study how to do it in this 12 hour. This concept of satisfying customers has enabled him to quickly accumulate a good reputation.
One day at noon, I received a phone call from American Express, saying that the chairman of American Express was going to Taiwan Province Province by private jet, but he forgot to apply for a visa and asked him how to solve it. Seeing that the plane would land in three hours, he immediately called the representative of the United States in Taiwan Province Province, only to learn that the representative had gone to play golf. Yan Changshou transferred several holes in the golf course to contact him. Then I contacted the people in the relevant units. As a result, a person in charge went to a university to give a speech. I finally found him, but I was told that this matter was not within his authority, so I had to contact the police and the foreign affairs department again. In this way, he kept calling until the chairman's special plane landed, and he successfully handled the matter so that the boss could reissue the temporary visa. Because of his constant pursuit of Excellence, continuous study and thinking in his ordinary job, his vision has become increasingly broad, and later he actually thought of changing the company's business model.
When Yan Changshou was in Duya, he listed the four most important principles of the service industry, that is, every employee should understand the basic concepts from the bottom of his heart.
1. Every employee is the master. In other words, guests should be treated as if they were personally received by the host when they were in contact with front-line employees. The organization of service industry is like an inverted pyramid. It is often not the real boss who comes into contact with customers first, but many ordinary employees. We must let them contact and serve customers with the feeling of "being masters of their own house". Of course, to do this, we must also fully empower the front line.
2. Respect the uniqueness of each customer. For chefs, customers' requirements are not necessarily "right", but they must have their own preferences. You have to cater to his preferences, which is a successful service. If you insist that you are right, then compare with the guests to win or lose, even if you win, you will lose in the end.
3. "Good" service is a "responsive" service, while "excellent" service is a service that can "want to be in front of customers". The truly considerate service is to think carefully for the customer before making a request.
Never say "no" easily. In this industry, no matter what you encounter, you can't refuse it categorically, but let the guests understand it as gently as possible. Sometimes it is really difficult to meet the requirements put forward by the guests. You must never say "company regulations forbid" or "I can't do it", but let the other party feel your sincerity to help and make the customer accept this fact more easily. Many of these skills and patience need to be learned by yourself.
The hardest thing in life is not how to struggle, but how to choose. Only by accepting setbacks can we mature.