Sales and Aftersales: Striving for Excellence Together

Exceptional, professional sales service means prioritising customer needs. To achieve this, service quality is crucial. Johnson Dao, Chief Sales Consultant, and KC Tse, Assistant Service Manager at the Chai Wan Service Centre, lead the front-line sales and aftersales service teams respectively. They collaborate closely in their pursuit of excellence.

Johnson oversees the showroom's front-line sales team, which is responsible for direct customer interactions. His team requires an in-depth understanding of vehicle performance and technology. "We hold weekly meetings where colleagues share new knowledge to keep our information up-to-date," Johnson explains. He emphasises that team atmosphere and culture are vital for fostering team spirit. "Creating a trusting, harmonious and friendly work environment helps maintain customer loyalty and is key to driving sales."

KC leads the aftersales team primarily responsible for vehicle repair and maintenance services, which involves more in-depth customer interactions. "I encourage my colleagues to empathise with our customers, to understand their diverse needs and provide thoughtful, personalised service." He believes this customer-first approach enhances work efficiency and demonstrates the sincerity and professionalism of Zung Fu's service to customers.

To ensure peace of mind for customers, the aftersales department has established transparent processes from reception to repair, allowing customers to stay informed about their vehicle's maintenance status. "We aim for excellence at every step," KC points out. The team's repair technicians, from mechanics to diagnostic technicians, undergo rigorous training and assessment to ensure they can handle complex repair requirements. "Our diagnostic technicians' skills and knowledge are like those of doctors – except they treat cars."

When discussing their ideal customer service, Johnson confidently states, "It's about making customers genuinely feel that they've purchased a product that suits them." KC adds, "Our team works diligently to complete repairs quickly, allowing customers to retrieve their beloved vehicles as soon as possible, while balancing efficiency and quality."

Regarding technology, Johnson notes, "The company places great emphasis on environmental protection. We've digitised sales orders, but we also cater to traditional customers by offering physical sales orders as an option." From display boards in the showroom, to work orders and diagnostic tools in the workshop, everything has been fully digitised to enhance efficiency and accuracy.

The two enthusiastically discuss the company’s work, revealing their appreciation for their work at Zung Fu. Through continuous learning and professional development, they have not only achieved their personal career goals, but also created greater value for the company.

Management Insights from Seasoned Professionals

"At Zung Fu, if you are willing to put in the effort, your career path will undoubtedly be smooth," Eddie Lao and Chu Cho-lok assert in unison.

Eddie, currently the Senior Manager, Sales and Sales Operations, joined the company as a Management Trainee after graduating from university in 2014. "Through the Management Trainee programme, I gained comprehensive experience across various aspects of the company, from sales to aftersales service, marketing to customer relations," he explains. This holistic practical training enabled him to develop a deeper understanding of the company's business, allowing him to gradually cultivate exceptional management skills. "I am grateful for the trust and support my superiors have consistently shown me, enabling me to steadily progress to my current management position."

Lok, who joined the company in 2001, started out as an Apprentice Mechanic, and now serves as Assistant Service Manager at the Hung Hom Service Centre. He attributes his success primarily to his "perspective shift". "Throughout my time at Zung Fu, I have always approached each task from a slightly higher-level perspective, regardless of my position. This angle allows me to identify blind spots that are easily overlooked when working routinely, enabling me to handle problems more effectively."

This year, under Eddie's outstanding management, his sales team achieved excellent results, enabling him and his team to participate in an incentive trip to Japan specially arranged by Mercedes-Benz Financial Services Hong Kong. During the journey, in addition to visiting the Tokyo Mercedes-AMG Brand Centre, Eddie had the opportunity to engage in exchanges with the Japanese financial team. Eddie said, "This trip was an incredibly valuable experience. I learned about professional market strategies and gained marketing insights that will be immensely helpful in my day-to-day management, allowing us to drive continued business growth."

With the development of electric vehicles, autonomous driving, and smart connected technology, the automotive industry will require more diverse talents in the future. Eddie believes these new technologies have not only transformed the design and manufacturing modes of automobiles but also fundamentally altered customer needs and expectations. "This provides ample room for development for young people entering the industry going forward," he notes. Lok concurs, "Those aspiring to join the automotive industry can undoubtedly achieve extraordinary careers here with passion and perseverance." Their personal experiences serve as testament that whether one starts out as an Apprentice, Management Trainee, or in any other position, everyone can find a suitable development path at Zung Fu.

The "Master-Apprentice" Bond in the Workshop

Zung Fu's aftersales department is highly dependent on technical skills and experience. The current apprenticeship programme inherits the traditional "master-apprentice" model, imparting professional skills and knowledge through practical work. Over the years, the company has nurtured numerous industry elites through this programme, while fostering many valuable mentor-mentee relationships.

Ho Wai-leung, a Chargehand, Mechanic, joined the company in 1999. He recalls, "'While technical skills are important, work attitude and perseverance are the key to success'" – my master’s teachings still ring true to me today. The advantage of being an apprentice is having a master nearby for immediate consultation, making it easier to absorb experience and insights, helping me avoid many pitfalls." Master Ho is now a seasoned mechanical team leader who has mentored many apprentices over the years.

Chau Hon-ming (Ming) joined Zung Fu in 2018 as an Apprentice Mechanic and is one of Master Ho's star pupils. Initially, Ming found his master strict, but later understood that his aim was to teach him the importance of being meticulous at work. "I remember once during a repair, I underestimated the weight of a component. Eager to prove myself to my master, tried to operate it anyway. Fortunately, my master stopped me in time, averting potentially dire consequences. I was certainly scolded afterwards, but it made me realise that my mistakes could seriously affect my colleagues' safety. Since then, I've never acted rashly again."

A strict master produces outstanding apprentices, and Ming has now become a capable Mechanic in his own right. Master Ho, reflecting on when he first met Ming – then a mischievous young man – feels both sentimental and proud of his growth. Ming says, "I'm grateful for my master's thoughtful guidance. Even though I get scolded from time to time, he has also given me a lot of praise and encouragement. Of course, I also appreciate the company's nurturing. It has given me a deep sense of belonging to the company; it's like my second home."

Master Ho and Ming exchange smiles, their eyes full of mutual understanding and trust, as well as hope for the future. They know that no matter what challenges lie ahead, this "master-apprentice bond" will continue, becoming the most precious relationship within the team.

Brothers in Arms – Growing Together in the Automotive Industry

The greatest motivation for work comes from passion. Driven by their shared interest in automobiles, brothers Fu Siu-hong and Fu Siu-man have both worked at Zung Fu for many years. "Men are naturally interested in machines like cars!" Hong says with a smile. From a young age, Hong loved reading car magazines and assembling model cars, which sparked his career aspirations.

Hong started out as an Apprentice Mechanic responsible for vehicle maintenance. "In the blink of an eye, I’ve been in this industry for 35 years," he reflects. Rising through the ranks from Apprentice to Chargehand, Mechanic, his current role is vital to the daily operations of the service centre. Over the years, Hong's enthusiasm for automotive mechanical work has never diminished, and he even inspired his younger brother Man to join the industry.

"Growing up together, I was influenced by him and fell in love with cars," says Man, who joined Zung Fu in 2011. "It was through my brother's introduction that I started working in the parts department of Hyundai. I’ve been here 13 years." Man currently serves as a Senior Counter Clerk in Hyundai's parts department, specialising in answering customer enquiries and coordinating with other departments on ordering and managing inventory.

Although the brothers work in different departments and do not meet often in the company, they both mention training as their most memorable impression of Zung Fu. "The company arranges various training courses to help us continuously improve our professional knowledge," says Hong. He recounts his most enjoyable experience with a smile: travelling to Germany, the birthplace of Mercedes-Benz, for training. "It was a precious experience that allowed me to learn about the operations and techniques of overseas factories."

Man shares his excitement: "That’s right. I also had the opportunity to visit Hyundai's parts headquarters and warehouse in Korea. The sheer scale and technology were truly eye-opening. The automotive industry has been constantly evolving in recent years. When I first started, we mainly dealt with petrol cars, but now it is mostly electric vehicles. Fortunately, the company provides many opportunities for site visits and training, allowing us to grow continuously through practical experience."

With their passion for automobiles, Hong and Man have successfully transformed their interest into careers at Zung Fu, carving out professional paths of their own. They have witnessed numerous changes in the automotive industry, addressing shifts and challenges through continuous learning and development. Brimming with optimism for the future, they encourage more young people to enter the field and inject their new perspectives into the industry.