【State-owned Enterprise Management】Dong Mingzhu’s Management Philosophy

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This post was last edited by lovelife1997 on 2019-4-5 at 17:24. Dong*, is undoubtedly one of China’s most successful female entrepreneurs, as well as a true tough woman in the business world! Behind her is a powerful elite team, and her management style toward employees can be described as \"excessive\"! 　　She said that if she were in a company and heard employees complain those four sentences, she would fire them on the spot, without any hesitation. Let’s take a look at Dong*’s four ironclad rules: 1. This isn’t my responsibility. What this phrase implies is that someone else is in charge of this matter; you shouldn’t come to me. You can go to whoever you want – it’s not my concern. If a customer asks a question and you respond in this way, it’s not your concern what the customer will think; but you must know which department is responsible for this matter. Tell me who is in charge. What kind of good service can a person who lacks such a sense of teamwork and responsibility provide to customers? The customer will put a ** question mark. 　　Such people are common in modern workplaces, and **they are often encountered in departments as well. I remember browsing a **website not long ago, and there was a message in the county magistrate’s feedback box asking: What procedures are required to apply for housing provident funds? Answer: This is not within our jurisdiction! It’s over; even if it’s not under your responsibility, you must know which department is in charge, right? 2. I don’t know about this. This question is even more annoying than the one above. An excellent company should ensure that even the front desk staff are well aware of who is in charge of each position and who is responsible in case of any problems. It’s not such that not knowing something allows one to stay out of it; even if you don’t know, you should at least find someone who does and have them handle it. You can’t shirk responsibility when problems arise, or even ignore them! 3. He isn’t here. Sometimes customers want to speak with the person in charge to handle a matter, but that person is unable to answer the phone for various reasons; when they call the company, they are met with the reply that “he isn’t here.” If the customer already has complaints, this will only make things worse; he will think that the company is deliberately avoiding him and not wanting to address the issue. What do customers really want to hear? He isn’t at his position for the time being; if there’s anything you need, I can handle it on your behalf, or I’ll let him get back to you as soon as he’s available. Sometimes what customers really want is just an attitude! 4. There’s nothing that can be done about it. Sometimes customers’ complaints are even difficult to deal with; they just expect you to come up with solutions quickly, or to show a certain attitude toward handling problems. It’s something that should have been handled by you, yet your reply to the customer was simply, “I can’t do anything about it.” This instantly drives the customer’s expectations of you or the company to rock bottom, further intensifies conflicts that could have otherwise been resolved, and ultimately requires greater effort to restore the company’s reputation. 　　You’re not afraid of opponents as strong as gods; you’re afraid of teammates as weak as pigs. While you charge forward to fight, your teammates are behind you ruining opportunities for clients. In fact, doing good sales work isn’t something that can be accomplished by one person alone – it requires the concerted efforts of an entire team. 　　Think about who made you who you are today? The company gives you a job, which provides you with opportunities to learn and grow; your colleagues offer their cooperation, customers help you achieve results, competitors show you where you fall short, and critics help you strive for perfection. 　　Any great company relies on an excellent team, and an excellent team depends on the cooperation of everyone! No matter how strong your individual abilities are, if you can’t integrate into your team, it will be you who gets eliminated sooner or later!