Sina science and technology news on August 13 evening news, Suning Group Chairman Zhang Jindong today to Nanjing Yuhua logistics base, customer service center, condolence service front-line staff. On the spot, Zhang Jindong interpreted the brand proposition of “focusing on good service” for the first time: we should uphold the “altruistic heart” and let users “take advantage of it”. < / P > < p > first of all, thank you for every effort you have made in this special period. Suning people with the professional quality and responsibility, as always, to protect the lives of thousands of families. Logistics is my most familiar place, which is an important part of service performance. When the air conditioner is busy, I come to the logistics base almost every day to deliver each product to the user’s home on time. < / P > < p > just now, we serve users in different battlefields and fight with you in another way, but I always care about the operation here. It is no exaggeration to say that this is our spiritual belief in doing a good job as a retail enterprise, and it is also the spiritual background of Suning from the moment it was born. Suning, who has experienced professional retailing, chain retailing and Internet retailing, should understand that no matter what era and how the society changes, service is always the foundation of retail. < p > < p > in the early stage of starting a business, we were familiar with the principle of “three products and seven installation” of air conditioning. We have established a professional service system including air conditioning sales, distribution, installation, repair and maintenance. “It’s not necessary to run around in hot summer. It’s better to buy air conditioner in Suning”. It became the consumer memory of users at that time, and we accumulated the first batch of loyal word-of-mouth users. In the chain era, we are moving from Jiangsu to the whole country. This year, Suning has spent 30 years selling 2 billion home appliances across the country. In China, no one has achieved such a goal. At the same time, through the sales of electrical appliances, the delivery and installation of home, and the accumulation of positive comments, we have created the most shining golden lettered signboard of service. < p > < p > in the past decade, the retail landscape has changed dramatically. During the great changes, Suning has adhered to its own way, expanding its service capability from 3C home appliances to almost all categories such as home decoration, fast consumer goods and general merchandise, and has extended its service scope to counties, towns, communities and homes. < p > < p > over the past 30 years, it has been condensed into a sentence “focus on good service”. Facing up to the self, embracing change, and improving oneself in reflection and improvement are the foundation of good service. < / P > < p > is our response speed fast enough to meet the needs of users? Did we create more surprises? Are we divorced from the essence of service in our pursuit of growth? < / P > < p > in the process of serving users, when they encounter problems, they always haggle over each other. Do you first think of their own KPI or user satisfaction? Is it to solve the user problem, or to solve the user problem beyond expectation? < / P > < p > good service is not a process without emotion, but a “non-standard product” that can bring a sense of trust to users. There is no “better” service satisfaction, only 0 and 100 points, there is no concept of 99 points. If you do, the user will trust you. If you can’t, the user will turn around and leave. The more users trust you, the closer you will be to better service products. We want to let users think of Suning as soon as they have demand. Seeing Suning people, I feel that things can be done well. Sometimes, it’s to make users happy to “take advantage of it.”. < / P > < p > we are the guardians of Suning’s 600 million users. We work very hard and sometimes have grievances, but we have no way back, because we are the last line of defense. In order to make every Suning person become a service expert and service Superman, they have the ability to make users trust. Over the years, we have done a lot. < / P > < p > we must have heard some voices from the outside world, saying that Suning has done a lot of things in sports, small shops, retail cloud, daily express, Carrefour China, and so on, saying that we are “Suning who can’t understand”. < p > < p > in the past 10 years, Suning has established a more comprehensive service system of physical goods and virtual goods, which has a better ability to serve a larger number of consumer groups and needs. At the same time, by expanding and optimizing various service scenarios, we have created a “anytime, anywhere, within reach” life scene closer to users. < / P > < p > we are also constantly optimizing the organization, transportation, storage, operation and distribution of goods. With the improvement of efficiency, users can buy better products with less cost. We can’t understand service narrowly. Suning has been upgraded from a retailer to a technology driven retail service provider with the core competitiveness of supply chain, logistics and scenario solutions. < / P > < p > we should do a good job of service with “altruistic heart”, bring more convenient service experience to users, provide higher business efficiency to partners, and open more abundant policies and resources. We also need to “technology driven” innovative services, constantly graft various technology applications, continuously improve service capabilities, and create a service standard for the development of the retail industry in the future. < / P > < p > the company will continue to increase the incentives for front-line employees, and link the salary with user satisfaction. The more satisfied the user is, the higher the salary will be. If we don’t create value for our employees, everything is on paper. No matter, what ideal? < p > < p > I once said that private enterprises are personal when they are small, but they are employees’ and social ones when they are big. Suning should not only make itself strong, but also have the energy to continuously create value for the society. This year marks the 30th anniversary of Suning. This 818 is the first home game of value after the release of “focus on good service” brand mind. And to create value is to focus on good services that users trust. Suning, 30, also needs to be better positioned in China’s retail land.