Customer-Centric Approach Vital For Success
Reported by Nam Phong
Peter Post, Director of the Emily Post Institute, and Jeffrey Jones, Managing Director of Human Factor International (HFI), told Vietnamese entrepreneurs attending HFI’s seminar on the development of advanced managerial skills that enterprises yearning for success should first focus on maximizing their customers’ benefits
What do you think about Vietnamese entrepreneurs? What should be the utmost concern of corporate management?
Post: In my view, Vietnam has young, creative and passionate human resources. I have also heard about many young, exemplary Vietnamese entrepreneurs who are capable of applying their experience to improve business efficacy. I think corporate managers should pay attention to business etiquette, especially that based on a broad context, and use it as a platform upon which solutions to thorny problems can be found. Context, in this case, entails considering business opportunities and personal relationships from both your perspective and your partner’s. At the same time, bear in mind that solutions are closely tied with choices, based on which corporate restructuring can be fleshed out.
To tackle business challenges effectively, does the management need to come up with opportunist decisions?
Jones: Thorough consideration should precede action, regardless of one’s level of education and culture. Knee-jerk decisions may breed a host of problems which could have been avoided if ample thought had been given to the matter. Come up with solutions that benefit everyone. Customer welfare, rather than yours, should be the utmost concern. A positive-sum game is the key to a sustainable and effective business relationship.
What advice can you offer to Vietnamese entrepreneurs doing business in the US?
Post: My advice to Vietnamese entrepreneurs, especially those doing business in the U.S. and many other countries, is to be punctual. The American culture places strong emphasis on punctuality. Failure to adhere to the schedule is considered a sign of disrespect, which will adversely affect an enterprise’s opportunity to establish rapport with potential partners.
Is there any managerial principle that can be effectively embraced by Vietnamese businesses?
Post: At this seminar, I shared three main principles of etiquette which everyone should focus on: consideration, respect and honesty. In reality, sustainable relationships are crucial for corporate profits. Follow these principles in daily interactions, starting with those between employers and employees. The effects will ripple through the entire organization. Internal cohesion will enhance external relations. This is indeed the key to business success.