Leaping Ahead for a Brighter Future
Ye Wencai, Feature Story 7 of the 20th Anniversary of LiuGong’s Globalization
Ye Wencai went to the Philippines in 2018. His spirit of “fighting hard to win” also reflects LiuGong’s pioneering efforts in the international market. At that time, LiuGong had be in the Philippine market for over 10 years.
A Sailor That Speaks Hokkien
“In the beginning, I was pursuing overseas sales.” Ye Wencai’s goal was very clear when he joined LiuGong.
He was once a sailor and often went to the Philippines with a 10,000-ton cargo ship transporting nickel ore to one of the mining areas. Whenever loading time came, he always saw a series of mining equipment operating on the mining island, but he never thought that the equipment came from LiuGong. This was the first time Ye Wencai encountered LiuGong.
In 2016, Ye Wencai joined LiuGong and first undertook product knowledge learning. In 2018, as international business continued to expand, the LiuGong Philippines office sought out a sales assistant who could communicate with local Hokkien businesspeople. This is what brought Ye Wencai and the LiuGong Philippines office together after 2 years. Although the rapid change was a very big challenge for him, he firmly believes in LiuGong and his choice.
Customer Trust Due to a Shared Connection to “Home”
During a visit, a customer learned that Ye Wencai was from Fujian, China and was instantly impressed. It turned out that the customer’s ancestral home was in Quanzhou, and he had saved the photos and letters sent by his ancestors over the years. The customer immediately sought out advice on how to read the address on the envelopes, how to translate it into English, and how to locate it on the map. Ye Wencai gave detailed instructions and told the customer about his hometown, the local customs, and stories of Hokkien people traveling to the South. This allowed the customer to have a better understanding of their shared hometown that he had not yet returned to. Perhaps because of this kindness and sincerity, the customer and Ye Wencai have maintained close contact, which has laid a good foundation for continued loyalty to LiuGong.
At the beginning of last year, Ye Wencai took the initiative to help with improving customer satisfaction with LiuGong’s services in the mining area. After detailed research with his team, he learned that the customers in the area were mostly from southern Fujian. He drove 4 hours to one of the construction sites, and visited each customer one by one to find out their situation and understand service pain points. One weekend morning, Ye Wencai received feedback from a customer in Manila about a leaking water pump at a mine. He immediately arranged for the relevant spare parts to be delivered to the site, and the problem was resolved within an hour.
“My initial thoughts were to gain customer trust and build a stronger connection by acting fast.” With efficient communication and quick response, Ye Wencai and his team have greatly improved the reputation of LiuGong’s customer service in this area. Through word of mouth, the customer recommended LiuGong products to other customers, and this resulted in the purchase and delivery of LiuGong’s first 939E excavator to a mining area in the Philippines.
Insist on Going Forward
This year marks LiuGong’s 15th year in the Philippines. As one of the first Chinese brands to enter the Philippines market, LiuGong, together with its local dealer QSJ, has established a good reputation for its excellent product performance and consistent quality service, particularly for the full range of earthmoving equipment, as well as mining and road construction products. LiuGong’s localization process in the Philippines is now more advanced. The LiuGong Philippines office has recruited local employees, and is actively carrying out marketing and working with local dealers to provide better products and services to customers.
For many colleagues stationed abroad, daily video chatting with family members has become a way to relieve homesickness. Thinking that the short separation is for a better life, and keeping in mind the mission and responsibility assigned to overseas work, brings some relief. When he joined the Philippines office, Ye Wencai was guided by the saying: “Insist on going forward.”
A solid professional foundation and attention to detail are unique qualities that can be seen in Ye Wencai. He is guided by the spirit of “fighting hard to win.”
Every year, a large number of LiuGong employees choose to work all over the world. The LiuGong brand is growing globally and its overseas achievements are becoming more and more outstanding thanks to the hard work and boldness of LiuGong employees over the years. From introduction to expansion and consolidation, the LiuGong brand is now at a critical stage of global transition, and it is the people of LiuGong who undertake this mission. A lot of their stories are still ongoing.