Meet Our General Manager : Fay

Before I knew it, it had been 18 years since I joined CNACC. During my time here, I’ve held countless exchanges with guests across multiple sessions of the Canton Fair, some warm, others cold, all guests coming and going. I have asked myself frequently: In this huge Canton Fair venue, what draws customers to stop in front of our company’s booth and place an order with us? Over time I’ve received more clarity on this issue, and realized that the answer can be reduced to two factors; design and service.

I have been standing at our company’s Canton Fair booth for more than ten years now. Whether a customer has only done business with us once, or has never done business with us before, we always greet them with a “Hello!” as though we are old friends. Our guests have mentioned to me many times that when they visit Hall 9.3 of the Canton Fair, they will first take a look at CNACC’s booth in order to understand the trends for the next season. It is apparent that our company’s design comes across as unique in the mind of the customer. Of course, this means that we are the target of much competition and imitation by other businesses in the same space. Home décor, as the name implies, must be implemented to beautify the home, so good product design is of paramount importance to maintaining our company’s competitive edge.

Of course, the retention of the customer after being brought in initially depends on the quality of their order experience with our service. Accordingly, every time I bring in new people and staff to our company, I will tirelessly emphasize to them that customers are like our “god,” or like parents, who feed and clothe us. We must do our absolute best to meet all reasonable requirements and expectations of our customers, so as to develop a great degree of trust. Greater trust will result in more opportunities and orders falling into our hands. Objectively speaking, our company’s product price positioning could be characterized as “friendly” pricing, rather than “cheap” prices. Therefore, our service quality is of the utmost importance. Every time we provide a service, we must satisfy the customer to the best of our abilities and guide the customer to know that any order placed with CNACC is very worthwhile. As for how to successfully provide this service, and to what extent, this goal requires our business staff to constantly revise and improve upon during our daily work, year after year.

Implementing these two powerful tools of design and service, is akin to adding two of Ne Zha’s Hot Wheels to our company’s “legs,” enabling us to then quickly seize upon the available market. Of course, there will always be unfavorable times and circumstances. You will find that as you acquire more experiential knowledge of customers over a long period of time, and as customers get to know our company, you will come across some customers who have the same kind of products as us on their websites. Though they visit our booth at the Canton Fair every time, examine our samples and receive quotations, there still may be no follow-up message from the customer afterwards.

These experiences function as a kind of test for the patience and fortitude of our sales staff. Specifically, our sales team must be able to chat easily with the visiting customers; since the meeting time at the trade fair booth is, in reality, just a few short minutes, we must be able to quickly arrive at the key information that we want to know: Why didn’t the customer follow-up with us to select and place a sample order? Our customer interactions are very brief, so the salesperson must not only be able to leave a good impression but must be able to chat and create a positive and happy experience for the customer, while also balancing the need to be both purposeful and careful. Finally, the salesperson must be able to break down the details of this short conversation to acquire all of the key information points that we want. As long as we can do this day at the booth well, discovering what real customer problems exist, this will achieve about 80% of our goals, since the customer has now already visited with us and recognized our available products and services. If we can solve problems and find effective answers to customers’ questions, we will inevitably create a cooperative business relationship.

I chose CNACC as my first place of employment after graduating from university and have remained here for 18 years. Though I am no longer young – in fact, I am the mother of a six-year-old boy – my love for this work and profession remains. I am challenged every day by new problems and opportunities to grow, and often make new discoveries that bring me happiness. My hope is that CNACC can function like a large ship that can carry us, to ride upon the wind and the waves of life, and sail to better horizons.