"Liu Songlin": Service to customers desperate

"The service to the customer despair, is beyond his expectations, and then let him despair." --Liu Songlin/Sinorama reporter Shenyan from Shenzhen 17-year-old first venture, 22-Year-old founder of Shenzhen Enterprise Management Consulting Co., Ltd., 25-Year-old led the company to walk in the forefront of the domestic industry, 2009, 28-year-old He is active operation, to gather into the first batch of gem listing-this is the Liu Songlin,　　Gathers into the information Group's chairman, one by the media called "has the antelope jumps the entrepreneurial experience" the "the Enterprise" the "the founder". In the 2008 financial crisis, Liu Songlin led the group into a steady progress, the turnover reached 340 million.　　Junior high School did not graduate him, how from a training industry layman, become the largest training company's boss? What is it that sustains him and keeps on advancing?　　April 28, 2009, in the lobby of Shangri-La Hotel, Shenzhen, Liu Songlin received an interview with the Southern entrepreneur reporter. April of sunshine, clear and bright, through the huge transparent floor-to-ceiling windows, lightly sprinkled in, people feel warm.　　Perhaps as a result of the image of the designer, the Liu Songlin hair in front of meticulous, grooming, suit fit and graceful, talk, always with a faint smile. Three times away, from confusion to the goal in the young life of Liu Songlin, there have been three times of runaway experience.　　Liu Songlin said, it is in this time and again, he gradually found his life direction. Liu Songlin, a native of Shandong Rongcheng County, was born and raised in Tonghua County town, Jilin Province, and dropped out of school at the age of 16.　　Not because of poor home, Liu home in the people is the richest man, nor because of poor learning, Liu Songlin's achievements have been among the highest, only because the father "more reading than work early" credo, small age Liu Songlin had to go to the family business to help, became a small boss. The stern Liu father advocates is "the face teaches the son", teaches the son to never consider the sensibilities. But Liu Songlin temper and father is the same stubborn.　　1997, because a little thing by his father in public, Liu Songlin stormed away. Years later, Liu Songlin still clearly remembers the scene of the beaten departure. "You have to go, my fortune will not give you a penny." "Father's words did not be forced to Liu Songlin, he bit his teeth to his father said," I am a beggar also don't you a penny. "Ruthless words down, but after all, only 17 years old, where to go?" The Liu Songlin regretted when he left home. Never had a trip to him, only know a hometown of Shandong Road.　　So, with only four hundred or five hundred dollars, he jumped on the ship to Weihai. The first to Weihai, not a high degree of Liu Songlin even find a live to support themselves are difficult, had to buy from his uncle to sell alcohol. began to sell wine day is very bitter, shop goods also repeatedly be people's eyes, later, Liu Songlin thought let others first put sell, sold out before checkout. This "first shop and then pay" way was very "fresh" at that time.　　That year, by selling liquor, Liu Songlin earned two hundred thousand or three hundred thousand. Just then, the father called the electricityWords。 "Son, if I'm wrong, come back." "This is the first call Liu Songlin two people after leaving home.　　The first discovery of the weak side of the father, deeply feel that they are not sensible Liu Songlin full of guilt back home. But in 2000, Liu Songlin left home again for the same reason. This time, he did not sell liquor, but division from Maugoping study makeup, image design. That year, that English, Lu Yan, horse gorgeous, liyong ... have been because Liu Songlin hand and become beginnings, this makes Liu Songlin very fulfilling. However, just as Liu Songlin himself opened a shop, the cause of the rising step by step, the mother's call to call. "I was called home when my career got a little bit of improvement."　　Liu Songlin some helpless, but still go home. But, this time Liu Songlin still not stay at home for a long time. When his father called him in March 2003, he was already on the train to the south.　　This time, want to Liu Songlin in the wider world, choose the southern hot spot Shenzhen. The first training supermarket model Liu Songlin life, in the initial contact with the training industry began a radical change, "at that time I think this is the cause I want." "When I first arrived in Shenzhen, I had no Liu Songlin to find my career direction, and I had time to run to the Shenzhen bookstore." Enterprise management, success, motivation, business etiquette ... Liu Songlin hard to chew a lot of books. Later, Liu Songlin in one of the books on the CD-ROM on the so-called "Chinese first successful experts" Chen Anzhi training course ads.　　With a strong thirst for knowledge, Liu Songlin to attend the training course. Computational cost is the nature of the businessman, Liu Songlin side of the lesson in the mind calculated: Now the scene is more than 200 people, if become more than 1000 people, each pay more than 3,000 yuan, is more than 3 million, if the cost does not exceed 30%, each month, that 10 period is not net earn more than 20 million? And a lot of people,　　Share the same cost, can not greatly reduce the cost of learning, so that more people to learn? This idea, make Liu Songlin suddenly blood boiling up. But the 2003-year training market, one side is the rapid growth of market demand, while the curriculum is expensive, training products are mainly concentrated in the basic level, can not adapt to the rapid expansion of economic and business development needs.　　How can we make a good cut into the training industry and change this contradiction? Liu Songlin began to be puzzled. Later, Liu Songlin's trainer friend Ron and Zhou Yi put forward the concept of "training supermarkets"-making training courses as inexpensive and free to choose as supermarkets.　　Liu Songlin can not help but a bright, this is not a good way to develop? So, Liu Songlin took out all the savings, with Ron, Zhou Yi together, founded the company. June 11, 2003, gathered into the establishment, soon launched a "Business Learning Success Ace" learning card. In the Liu Songlin of 3 people, this model can not only solve the different levels of enterprise training problems, but also significantly reduce the cost of training enterprises. Because enterprises only need to handle a different amount of learning card, you can freely choose the course and delivery of different numbers within the specified timeAmount of staff to attend the training.　　However, the idea is good, but often not so simple to do. For two months, the learning card only sold a few. And the more let Liu Songlin overwhelmed, is from all sides of the criticism.　　The market and customers think that Liu Songlin and Poly is a liar, peers also scoff, and even put words "together to live six months, I put my head to them." "I entered the industry with a pious mind, but it was not an imaginary friendship.　　Liu Songlin felt very wronged, but did not think of giving up, but more determined that he would like to make a career determination. Initially, there were only 6 people: 3 founders, plus 3 employees. In order to introduce the cluster model and course teachers, 6 people in a broken van, around the workshop to promote. Security, clerical, financial, boss--the Liu Songlin of several jobs tired, in the office that piece from the second-hand market from the table on the rest.　　In a few months, the poor table had fallen asleep with his burly body. Kung Fu pays off.　　August 2003, gathered in Shenzhen Silver Lake Resort held the first public class-"Famous mouth" Zhang Jingui "President charming communication and leadership management", more than 400 people live, the response is enthusiastic. After this battle, "learning card" began to sell, gathered into the industry also began to fame, rapid growth. 2006, Poly-Cheng was named "2006 China Education and training industry's first major brand."　　Jes Abraham, the world's first marketing master, even said at the 2007 World Marketing Management conference that the size of the staff, the number of years of courses, the number of annual training has ranked first in the world.　　By 2009, under the leadership of Liu Songlin, there are more than 50,000 member enterprises, more than 4,000 employees, cent (sub) companies throughout the country more than 40 provinces and cities, every year for the society and enterprises training of more than 1 million people. Chief "Waiter" "Waiter"-Liu Songlin's business card, impressively printed on the 3 words, ranked before the "Chairman".　　Dignified to become the Chairman of the board, unexpectedly call himself a waiter, whether a little demeaning himself? "The concept of training industry is to focus on services, in the gathering, the spirit of service throughout everyone's heart." Of course I'm the biggest waiter, or the chief waiter. Liu Songlin smiled very frankly.　　He said the idea of a "waiter" was formally promoted in August 2007, with each director and executive adding a "waiter" name before his or her position in order to enhance the sense of service. As a company engaged in education and training, the first task of course is to serve good customers.　　To this end, Liu Songlin in the selection of teachers and courses from the beginning of the great effort. "A lot of entrepreneurs are moving in the dark, no one's going to light the way, he doesn't see what he wants, he gathers his accomplishments to help him and tells him how to go." "Liu Songlin businessmen, naturally understand what their bosses need."　　Therefore, the formation from the beginning to determine the actual combat-oriented curriculum demand model. "We pay more attention to effect. "Liu Songlin said that it was a gathering of private enterprises, with Tsinghua administered,Beida Guanghua and other well-known management college competition in the main capital, because the main customers are small and medium-sized enterprises.　　and gather into the founder 6 years of rapid development, proved that the path of Liu Songlin.　　From the initial "learning card" began, gathered into a continuous innovation training model, research and development of new products and services to better serve customers. The 2008 financial crisis, SMEs as the most sensitive and vulnerable enterprise groups, the brunt. Liu Songlin proposed the "Winter together with small and medium-sized enterprises, refused to participate in the recession" proposition. As we continue to consolidate and upgrade our Open class products, we have invited more than 10 World Masters and leaders from the Chinese and foreign sectors to gather in the country from May 9, 2009. At present, has been signed and started in the national speech has: the World Combat marketing guru, the United States Kotler Advisory Group Chairman Milton Cottler, the world's first negotiator, former U.S. President Bill Clinton and the White House chief negotiator Roger Dowson, the world's first customer relationship management Master David Ferman many,　　and Gree Electric appliances President Mingzhu, "Private enterprise Godfather" Lang salty equality. March 31, 2009, China's stock market 10 years of waiting for the gem under the long-awaited, finally officially launched. Liu Songlin is also making efforts to become one of the first companies to log into the gem.　　What he values is that listing is conducive to the formation of brand image, broaden the financing channels, enhance the power of innovation, but more importantly, this is his building "hundred years" an important step. "To gather not to grow flowers, but to plant trees." "This is the word that Liu Songlin often talks about," the training industry contributes a lot to the country and to the business community. If we happen to have the opportunity to make the first place, and have the chance to become a centennial, then of course we have to work hard to put the brand in the tree. "Flowers, just a flash in the pan, but the tree, but can be evergreen."　　So Liu Songlin wanted to make a hundred-year-old tree. "We have a training slogan inside--service to the customer's desperation, that is, beyond his expectations, and then let him despair." Liu Songlin laughed.　　It is this "service to the customer despair" concept, let together into a step-by-step today, and has been moving forward. Success is a feeling of happiness. Liu Songlin says that many people aim to make money, but not to succeed, but it is not necessarily happiness to make money. "If you can be happy to make money, this is the high state." "In order to be happy to make money," Liu Songlin tried a lot of industries, eventually he chose the education and training industry. "Liquor to see people's face, do makeup, not everyone will have a good face to you." But the training is different, the exemplary, there is a sense of being respected. Liu Songlin still remembers the first open class of the year. A more than 60-year-old entrepreneur, after listening to the class is very excited, to Zhang Jingui and Liu Songlin each made a 90-degree bow to show appreciation.　　At that moment, Liu Songlin deeply realized the value of what he was doing. But instead of finding the cause,will be able to achieve success, you can be happy to make money. Liu Songlin by the media as "a leaping entrepreneurial experience" of the "generation" of successful entrepreneurs, outsiders see is a 6-year growth spurt of business income: 3 million, 40 million, 70 million, 151 million, 310 million ...　　Can not see, is Liu Songlin step by step the hardships.　　At the beginning of the establishment, Liu Songlin was a layman in the training industry, in order to recharge his own, he attended a variety of training courses; In the middle of growth, due to lack of communication and the leadership of the running-in problem, he began to contact psychology; starting in September 2007 to start the listing work, he went to learn capital operation ... "A man who loves learning." "It was almost a common assessment of him by all those who had contacted Liu Songlin. And Liu Songlin admits, "I spent a lot of money to learn." "Liu Songlin is a more progressive person, and it is true.　　Although he always laugh at his primary school graduation, culture is not high, but communicate with him, you can not find a trace of his speech on the wrong place. After work, Liu Songlin in addition to listening to music, cycling, the most important thing is reading and learning. This kind of life is a bit boring.　　But Liu Songlin no pain, because his goal is success, is happy to make money. In the financial crisis, many enterprises fell, gather into but still steady progress, from the beginning of 2008 to April 2009, the new branch 10, the total number of customers increased by 10,000. The more money he earns, the Liu Songlin thinks it's not the most important, the most important thing is that he gets a little respect, "a lot of entrepreneurs agree with me." ”