What motivated you to challenge the WTGP at the time?
What effort did you make to win the prize?
Were there any effects in your job after you win the prize at the WTGP? Please introduce us the episode of the positive effects to your professional attitude and others.
Let us know the activities or services your shop doing to go beyond the expectation of the customers if any.
When do you find your job rewarding.
What do you want to challenge or be passionately at work from here on?
Please give a message for the 2016 WTGP participants to cheer them up.
2005
Wu Cheng Wen
Dealer: Qing Xin Motor Country: Taiwan
Q1What motivated you to challenge the WTGP at the time?
The WTGP is an international tournament that would increase my own level as I fought against other experienced technicians chosen from the best in the work. I was convinced that it would provide me with an invaluable experience. The fact that Yamaha Motor Taiwan granted me this chance is extremely significant, and I am very grateful.
Q2What effort did you make to win the prize?
Having taken part in the national tournament, I decided to do my best so that I could try my luck on the international stage. I practiced dismantling and reassembling motorcycles, and although studying the principles and theories behind every single motorcycle component was tough, I remembered inventor Thomas Edison famous quote about failing 1,000 times leading to success and worked several times harder than normal with an unfailing spirit and belief in my own success. During this process I came across many difficulties and encounters, but my belief won through in the end without me giving up.
Q3Were there any effects in your job after you win the prize at the WTGP? Please introduce us the episode of the positive effects to your professional attitude and others.
Having been pronounced No.2 in the world, I returned home and realized that I had been given a responsibility larger than any I had ever faced before. In addition to an image of the company's brand value, my name had also become a part of that brand. It goes without saying that it is necessary for customers to recognize service techniques, but it is even more important to maintain an image of reliability. Trust in the dealership enables an image based on brand value, dealership facilities and other elements to be created. Trust is built up through the process of serving customers. I make a point of making sure all of our employees understand this, and all of our employees have the ability to cater to customer requirements. The more times a worker is asked for personally by customers the more his motivation rises, and this results in greater revenue for our maintenance services.
Q4Let us know the activities or services your shop doing to go beyond the expectation of the customers if any.
We introduced an administrative management system in 2005. We created a large number of standard operating procedures (SOP) to be observed within the dealership, and these are constantly checked and improved. The five main principles of YSP dealerships are reliability & trust, speed, comfort, kindness and suitability, and these are always maintained. We manage our customer lists with the use of YMMIS in our dealership, and also use PSM, IPOS and other such systems. Training programs for employees are also carried out, and all workers are well-versed in serving customers, selling products and washing motorcycles, etc., after they have been repaired. Customer motorcycles are examined with the use of FI diagnostic tools, and we also operate a free road rescue service with the use of a cellphone application. In addition, all work is carried out based on the quotations that are issued beforehand, and full explanations on the work that has been carried out are provided to customers after the repairs are finished. Receipts are issued in 100% of cases. All of these initiatives are performed to make sure that we exceed the expectations of our customers.
Q5When do you find your job rewarding.
We place our convictions on understanding our customers' intentions and habits so that we can build up relationships based on trust, even when money is involved, in order to be prepared at all times to respond to their expectations and requests. The smiles that we are shown after customers have purchased new motorcycles and after repairs have been completed reflect back on their feelings. The smiling faces of customers help motivate all of our employees. The trustful relationships we build through these feelings are indispensable, and they provide us with the opportunity to establish good interactive relationships with customers. This represents our everlasting administrative principles and our method for success.
Q6What do you want to challenge or be passionately at work from here on?
I always view work while standing in our customers' shoes. I believe that the elements that exceed customer expectations are the development of ecological technologies and the provision of products that take the environment into consideration, and the only things that change on a daily basis are improvements to our technical services, improvements in quality, and the quality of the services we provide to our customers. I will continue to do my utmost while aiming at maintaining a demeanor that customers can trust.
Q7Please give a message for the 2016 WTGP participants to cheer them up.
The way I view the world and the way I live my life have changed since I took part in the WTGP. I hope you will also move courageously forward in everything you do. Having participated in the WTGP, the world will place you on a higher pedestal than everybody else. The WTGP is a perfect opportunity, so I hope you will all do everything within your power to courageously overcome the many difficult problems that come your way.
