wolf road

Chapter 47 The Wolf Enterprise (3)
The wolf will execute 100% of the orders issued by the wolf pack. Although sometimes life-threatening, as long as the order is given, it will execute it desperately, because it understands that its survival depends on the team as a whole, so it only has 100 Only by executing the orders of the wolves [-]% of the time can its survival be guaranteed.

As an employee, in the big team of the enterprise, only by implementing 100% of any decisions made by the boss and the company can the overall execution ability of the entire team be guaranteed, and one's own interests will also be protected.

Awe customers
Customers are used to be moved, not to be dealt with.

Only by providing value to customers can we gain customer loyalty.

Customers are our food and clothing parents, we can only treat customers with heart, not tricks.

Wolves know very well that if they want to get their prey, they must be in awe of the prey and wait patiently. If they disturb the prey during the waiting process, the result can only be starvation or even being caught by the prey.

On a certain day in July 2003, the Human Resources Department of a well-known domestic IT company issued a document "Information Circular on Notifying and Criticizing...". One front desk receptionist was dismissed, and other directly and indirectly related personnel They have also been criticized by circulars, deducted wages or verbal criticism.

The reason for this matter is actually very simple, it is because these employees did not show due respect to customers, did not have customers in their hearts, and did not have the awareness of customer first; The etiquette does not show the good qualities and civilized behavior of the scholars that the company's people should have.

Later, the general manager of this company wrote an article specifically for this: "From the Dismissal of the Front Desk XX".In the article, the manager expressed his opinion this way:
As a member of the company, everyone should know, who gave us jobs?client!That's why we say that customers come first; customers are our gods, so we need to treat and serve customers willingly with a devout, awe-inspiring, and humble heart.But now, some people don't respect our customers: when the customers come, they don't move their buttocks; when the customers come, they ask repeatedly if they have made an appointment?Why didn't I make an appointment in advance; the client was about to leave without even a word of kindness, and even the most basic goodbye, neither did I retain the client for dinner, nor did I ask the client how he was arranged in this city? Where we need our help, have you booked a hotel in advance?They are guests thousands of miles away and our customers.They came all the way to our company, but how do we do it? What do customers see? What they see is the lack of etiquette and fickleness of our company's reception staff.What do customers think about our company in their hearts, is there any need to ask?
As an employee of the company, since we don't respect our customers and smash our jobs, then I'm sorry, we will also smash her jobs and let her leave.

This incident reflects not only a problem of disrespect for customers, but also many things worth thinking about, and we need to learn more lessons from it.Let's take a look at the whole process of events:

At about 2 o'clock in the afternoon that day, the boss of a certain futures company and his party came to the reception desk on the 3th floor of the company and handed over their business cards. The various expense statistics for the first half of the year did not even glance at the arrival of this group of people.

After Wang Moumou took the business card, she didn't look at it much, and asked them whether they were looking for the securities department or the futures department. The customer replied that she wanted to see the person in charge of the futures department. She pointed to the corridor and said that it was in room 1203, and she could go up the stairs.During this period, Wang Moumou and Zhao Moumou never left their seats, nor did they stand up.In addition, as the person in charge of the front desk, Zhao Moumou must have heard all this, and knew that the other party was a customer of the company, but he never came to receive them, and did not fulfill his role as a cleaner Wang Mou, who is not a company employee. A certain person took on the task of receiving customers, who gave her this power and responsibility?As a cleaner, she received customers habitually and naturally. This shows that it is not the first or second time she has done such a thing. One day, two days.What is the use of such an employee for her?

Later, when the guest arrived in Room 1203, because he did not make an appointment in advance, the general manager of the futures business department happened to be on a business trip, and Liu Moumou, the secretary of the department, warmly received the guest.Later, I contacted many parties. Unfortunately, all relevant leaders were away on business trips or absent from the company. It was not until 20 minutes later that a senior manager of customer service received the guests.For such a thing, the customer was very angry, the disrespect at the front desk, the long wait, the product and customer service problems to be reflected, all accumulated together, especially during this period, I heard an employee of the company repeatedly asking if it was an appointment Pass?Why not make an appointment in advance makes customers feel even more annoyed.

I don't know why these employees are like this, how come they don't even have the most basic etiquette. In their hearts, where do they put customers? Do they have any professionalism?Is there a spirit of sincerely treating customers?

An employee who doesn't know how to respect customers, an employee who doesn't know how to respect customers, can't stay in the company for a long time; similarly, a company that doesn't know how to put its customers in its heart, a company that doesn't have spontaneous and sincere attitude towards its customers It is impossible for a company with great enthusiasm and respect to be successful and long-term.

The manager's words touched on the crux of the problem - a company that doesn't know how to respect its customers cannot go far in the long run.Similarly, a person who does not respect others will not be welcomed by others.In this regard, we should really learn from wolves sometimes.

When watching wolves prey, we will see such a picture, the wolf hides patiently where the prey cannot see, motionless, no matter the prey is looking for food or playing leisurely, the wolf will not disturb them, and It is very patient to wait.Because wolves understand the importance of being in awe of their prey, which is what they need to survive.

Mr. Chen is an ordinary account manager in the key customer department of a telecommunications branch in a certain city. He is responsible for the telecommunications work of 18 units in the city, mainly the five major members of the city's municipal party committee, municipal government, municipal people's congress, municipal political consultative conference, and municipal military division. And the system of political and legal organs such as public security, procuratorate, and law.The services and needs of these units are different from other enterprises and institutions. Their leaders are all high-level leaders who hold important positions, are busy with work, and have a strong sense of time. It is difficult to have the opportunity to visit them directly.However, the decision-making power of these units is often mainly concentrated in the hands of those senior leaders.Therefore, Mr. Chen realized that it is necessary to do a good job in high-level marketing and identify the entry point in order to achieve market success.Because of this, the first strategy he adopted was to visit high-level executives and carry out blanket promotion of new business policies such as PHS and broadband, so that users will change from the mentality of not knowing, not understanding, not being familiar with, and not accepting to understanding and familiarity, until Many people have become users of telecommunications products.

In summer, due to the hot weather, the ADSL+LAN broadband mode is often in an unstable state, and even the MODEN in the corridor protection box often crashes, and the professional maintenance personnel are too busy.In response to this situation, Mr. Chen took the time to study by himself, and learned some basic troubleshooting methods and computer maintenance knowledge, so that he can serve customers in a timely manner.One Sunday, Mr. Chen was playing in the park with his wife and daughter. When it was almost noon, he suddenly received a call from a client.The broadband at his home was suddenly disconnected, and he couldn't get on. He was very anxious and asked Mr. Chen to deal with it immediately.So, Mr. Chen asked his wife and daughter to wait in the park for a while, saying that he would be back soon.But after checking at the customer's home, he found out that the computer at the customer's home was faulty and the system needed to be reinstalled, so Mr. Chen reinstalled the system for the customer.Several hours passed, and the computer was finally able to access the Internet. At this time, the customer had a smile on his face, and Mr. Chen also breathed a sigh of relief.But when Mr. Chen hurried back to the park, his daughter had already fallen asleep in her mother's arms.

At work, Mr. Chen realizes that only when every employee treats his company with sincerity, treats his work with heart, and treats his customers with sincerity, can the company develop continuously.

Mr. Chen's sincerity to customers has resulted in the continuous development of the company.It can be seen that customers are the parents of the enterprise. As an employee of the enterprise, one must respect the customer and treat the customer sincerely, only in exchange for the favor of the customer, in exchange for the sincerity of the customer, will it bring business opportunities and benefits to the enterprise.

action is the last word

Shoot first, aim later.

A lot of opportunities are wasted in discussing but not deciding, and deciding not to do it!
Action does not necessarily have good results, but no action will definitely not have results.

When wolves are catching prey, once they make a decision, they will act immediately without delay.Because they know that to survive, they need to be one step ahead of their opponents, and to be one step ahead of their opponents, they need to move fast.

We usually see two kinds of people in our lives: the first kind of people can be regarded as doers, their main characteristics are quick response and courage to practice, when things are just getting ready, the timing seems to be too late When they are very mature, they have already started to act, and they are often regarded as relatively reckless people.The second kind of people are more cautious in doing things. Before they act, they will always think ahead and make some careful and detailed plans. They always feel that the preparation is not very sufficient, the time is not yet ripe, and there is no sufficient reason for him to decide to act.This kind of person is often seen as a perfectionist who pays too much attention to details.

If there is a hunter, when he sees a bird, he can't wait for it to stop before aiming and then shooting. Waiting will only make the prey go away and never look back.So you can only aim and shoot in motion, or make predictions and judgments in advance based on the flight trajectory!
If the opportunities of this era are compared to birds, what should companies and individuals who want to obtain these opportunities do?Innovation management guru Tom Peters once said that he shot first and aimed later. It seems absurd, but it is actually a true portrayal of the era of change.

Opportunities are fleeting. If you are not sensitive enough to respond quickly, you will only miss the opportunity.It is often said that time waits for no one!The truth is often that it is more realistic and more likely to be successful to shoot first - to act, than to aim first - to wait until you are ready to start!

In today's society, people who are considered reckless are often more likely to succeed than those who pursue perfection!what is the root cause?Let's do a simple comparative analysis:

Those so-called reckless people usually don't think too much when the opportunity comes, they will act quickly, accumulate their own advantages in the action, and lead others!In fact, as long as you are half a step ahead of others, according to the Matthew Effect, you will seize the opportunity and seize the market!People who pay too much attention to details and pursue perfection often focus on their own interior and tend to exaggerate the difficulties of the outside world. Therefore, they often think that things must be arranged in detail. The result is often to lose the opportunity and encounter fierce competition when the market matures.

We often think that opportunities will be waiting for us in a certain place, and we always abide by the famous saying that opportunities are for those who are prepared, so we think that we only need to prepare honestly and accumulate strength.Actually?Such thinking is somewhat one-sided.Opportunity will not wait for you somewhere. Opportunity will often be disguised, covered with a veil of mystery, hidden, only if you explore it deeply, you can approach it and get it!Moreover, the so-called opportunities are often created by their own actions!Once, when Napoleon led his troops to fight, a soldier said to Napoleon: General, now is a great opportunity for us to attack!Napoleon warned him: How could the enemy give us any chances, all the opportunities were taken by us on our own initiative.When we watch football matches, goals are seldom caused by the opponent's own goal, but most of them are scored by players who create opportunities during sports.Therefore, if you have a preference to wait for opportunities, you might as well act first. Creating opportunities by yourself will always be more successful than waiting for opportunities.

In this era of change, we must remember the words mentioned by Peter Drucker: Only by walking in front of the change can we control the change and achieve success.Therefore, in this sense, quick action and execution are the keys to victory.

For an industrious artist, if he doesn't want a single idea to slip away, he will jot down a new idea as soon as it strikes him—even in the middle of the night.His habit was quite natural and effortless.In fact, being an excellent employee is like an artist. His love for work and his good habit of immediate action flow naturally like an artist recording his inspiration.

Procrastination is a direct consequence of making excuses, and procrastination is the most destructive and dangerous vice of all, robbing you of initiative.The saddest thing is that the procrastination habit is also cumulative, and the only solution, obviously, is action.

An employee who procrastinates is never a competent employee.If you procrastinate, you can come up with dozens of excuses for why things are impossible or impossible to do, and very few reasons why things should be done.It's easier to rationalize that things are too difficult, too expensive, or too time-consuming than to believe that we can accomplish anything if we just work hard enough, are smart enough, and want to.We don't want to make promises, we just want an excuse.If you find yourself constantly making up excuses for not doing something, or coming up with a thousand reasons why you didn't meet your schedule, it's time to face reality and do a good job of explaining nothing Alright, let's do it!
Benjamin Franklin once said: Grasping today is equal to having twice as much tomorrow.More than half of the people who put off what should be done today until tomorrow, and can't do it well even by tomorrow.It should be done today, otherwise, it may not be possible to do great things, and it is unlikely to be successful.so what?

You should always work hard with the idea that you must seize today to finish it, and you must not be lazy at all.Goethe said: Grasp the present moment and start from now.Genius, power, and charisma are found only in the brave.Therefore, as long as you keep doing it, your mentality will become more and more mature in the process of doing it.If you can have a start, then it won't be long before your work can be successfully completed.

Some people often feel unhappy when they start working. If they can suppress the unhappy mood, their mentality will become more and more mature.And when the situation is better, it will be done seriously. At this time, there is nothing to be afraid of, and the day when the work will be completed will be closer and closer.

In a word, the best way is to start doing it right now.No matter how much time it is, it should not be wasted in vain.This is a truly proactive attitude to work.

Another kind of employees are typical perfectionists. They feel that no one can do better than them, so they don't know how to delegate to others.They think they are better than others, so they reject other people's suggestions and do not ask for any assistance.They will indefinitely prolong the time it takes for work to be completed because they need a little more time to make it perfect, ignoring the needs of others.They think that as long as they are working on something, they are not done; as long as they are not done, they can avoid criticism from others.Perfectionism makes them do nothing but feel superior to others.

(End of this chapter)