Practical, effective and practical

outline：On the afternoon of October 22, just ten minutes before the end of the workday, the city of Jinghong in Xishuangbanna Prefecture was shrouded in dark, overcast clouds, and a sudden downpour descended. Guo Li, manager of the Jinghong branch of Yexiangquan Drinking Water, who has many years of experience in the operation, management, and service of drinking water, immediately recognized that the end-of-day period is precisely the peak time for customer water consumption. ...

On the afternoon of October 22, just ten minutes before the end of the workday, the city of Jinghong in Xishuangbanna Prefecture was shrouded in dark, heavy clouds, and a sudden downpour swept in. Guo Li, manager of the Jinghong branch of Yexiangquan Drinking Water—a company with many years of experience in the operation, management, and service of drinking water—immediately recognized that the end-of-day period is precisely the peak time for customer water usage. At that moment, countless customers were anxiously yet patiently waiting for Yexiangquan drinking water to be delivered so they could cook meals, prepare dishes, simmer soups, and brew tea. The branch’s customer-service representatives and water-delivery staff would soon face a host of unexpected challenges brought on by the rain: delays in delivering water to customers, an influx of complaints, and the safety risks associated with driving in the rain. No one knew when the rain would finally let up. Meanwhile, the customer-service hotline kept ringing nonstop. In this uncertain situation, Manager Guo Li instructed her team to do everything possible—while ensuring safe driving—to deliver drinking water to customers’ homes as quickly as possible. At the same time, she arranged for customer-service staff to provide round-the-clock, attentive follow-up support to customers in need, repeatedly emphasizing that, regardless of the circumstances, they must show full understanding and resolve even the most difficult issues with patience and respect, never allowing the rain to disrupt customers’ normal access to water. “Serving our customers requires genuine care,” Manager Guo Li said. “For any issue a customer raises that can be resolved, we must address it promptly and thoroughly; for those that cannot be resolved, we must inform the customer without delay and seek their understanding.”

 

Manager Guo Li and her team calmly, meticulously, and professionally stood by their clients throughout the long rainy night—a night in which they didn’t have a single moment to sit down and rest, not even for a brief pause.

 

“In fact, customers’ expectations are really quite modest. When we safely deliver drinking water to their homes and they simply say ‘thank you,’ it fills us with a deep sense of satisfaction and moves us deeply,” said Guo Li.

 

 

(Text and photos by Yu Xiang Dan)