Guest Blog: Cuong Nguyen talks about Service Mindset
On the occasion of being honoured to contribute to Bev’s CEO Guest Blog, I would like to share my thoughts around Service Mindset.
Why I think so hard around Service Mindset? It is because our business is all about services and people. We create the best solutions powered by our excellence in people and technology, to add value to our customer and society. We deliver technology solution services to our customer. Nowadays, technology solution services are in high demand, as businesses look to stay ahead of the curve and take advantage of the latest advancements. However, simply having the latest technology is not enough for solution providers to be successful. To deliver truly effective and high-quality services, technology solution providers must also possess a strong service mindset.
Why do some companies grow bigger than other companies, why do some countries develop faster than other countries. Is it because they have more talented people than others? Is it because they are luckier than others? Well, maybe yes. But it is not a complete answer. When you look closer to some analysis, there seems to have one common reason. It is that they all have a strong service mindset. The right service mindset has helped companies, and even nations shape their better future.
Let us look at some facts & figures.
Let us look at Walmart Inc. (WMT). Walmart had a humble start back in 1962 with a small store in Arkansas. Nowadays, they operate approximately 10,500 stores and clubs under 46 banners in 24 countries and eCommerce websites. They employ 2.3 million associates around the world — nearly 1.6 million in the U.S. alone. Walmart had the TTM revenue in 2022 around $572.754B. WMT is the number 1 biggest company in the world (based on real annual revenue). One of the reasons why Walmart could grow to its #1 position today is because they really value a strong service mindset. “Good service to the customer” is claimed as one important value in their core values.
If we look at case studies at higher scale – nations, then a good case study we can pick is China. GDP of China back in 1952 was $30B. 70 years later, their GDP is now $18,321B (Source: https://en.wikipedia.org/wiki/Economy_of_China) It is 600 times higher than it was 70 years ago. What a remarkable achievement! How could they do that? There are many reasons, but one thing we cannot deny, which is a strong service mindset. Working with Chinese service providers, you would be served with any budget that you have. From the simplest, tiniest things to the most complicated, sophisticated things, if customers have a need, they will serve. “Serve the people” is unofficial national slogan of China. It is kind of a political slogan. However, somehow it reflects the desire of a right service mindset that helped China to grow faster.
Then, what is a Service Mindset?
In my view, a service mindset refers to the attitude, values, and approach of an individual, organization and even nation towards providing customer service. It involves a commitment to meeting customer needs and delivering high-quality, user-centered services. A service mindset involves a few key elements, such as:
• “Thấu cảm” - Empathy: Understanding the customer's perspective and needs.
• “Đáp ứng nhanh nhạy” - Responsiveness: Being quick and effective in addressing customer requests and concerns.
• “Linh hoạt” - Flexibility: Being open to adapting to changing customer needs.
• “Tin cậy” - Reliability: Consistently delivering high-quality services and meeting customer expectations.
In the context of technology solution services, a strong service mindset is crucial for several reasons:
• Building Trust: Technology solutions often involve complex systems and processes, and customers must trust their solution provider to deliver reliable and effective services. A service mindset can help build trust with customers, as it demonstrates a commitment to meeting their needs and delivering high-quality services.
• Maintaining Customer Satisfaction: Satisfied customers are the cornerstone of a successful business. A service mindset helps technology solution providers to better understand customer needs and address any issues in a timely and effective manner, leading to increased customer satisfaction.
• Improving Customer Relationships: Good customer relationships are key to long-term business success. By demonstrating a commitment to customer needs and delivering high-quality services, technology solution providers can improve their relationships with customers, leading to increased loyalty and repeat business.
• Enhancing Reputation: A strong service mindset can help technology solution providers to establish a positive reputation in the market, as customers are more likely to recommend their services to others.
• Driving Business Growth: Satisfied customers are more likely to continue doing business with a provider and even expand their services, leading to increased revenue and business growth.
NashTech has been developing thus far. I believe it is because we also have a strong service mindset. However, when we grow to larger scale, everyone sharing the same strong service mindset might become harder to keep. So, one of reminders that I keep reminding myself is I am just at the beginning of my journey. The exciting journey is still ahead, and our “customer” will decide how exciting it is. (Customer here has the wider meaning. They could be a colleague, a friend, or a real customer). Therefore, let’s treat our “customer” kindly and whole heartedly. The journey ahead would be much more exciting!
Attached is the picture that I took at a shop in Taiwan on the first day of their lunar new year – the year of Rabbit (known as the year of Cat in Vietnam). They still work on holiday with very good customer service. Perhaps, that explains why Taiwan have been growing very fast. They still work very hard even when they are already wealthy (their GDP is $828.6B, GDP per capita $35,513 in 2022.Source: https://en.wikipedia.org/wiki/Economy_of_Taiwan).