The time is just like the rainbow after the rain, fading away quietly in the blue sky. Two months passed by just like an arrow, I have to embark on the journey home a few days from now, and I felt complicated. I feel happy to see my family and friends, and I am reluctant to part with this lovely land. On this originally strange land, I had experienced affection, obtained friendship and recognition as well as the sense of achievement.
Just a few days after I came to Algeria, I received a phone call from a customer, who invited us to pick grapes to his vineyard. By lucky coincidence,our service team had to pay a visit to the region where his vineyard is located, so I came to his vineyard by the way as a matter of courtesy.
Pushing the door open, what I saw was a fruitful vineyard, and I was so excited and difficult to calm myself down as I felt the unique artistic conception of autumn and the customer's joy of harvest. He was very proud to introduce us about the vineyard, and told that the output was gratifying and the grapes were sweet, and he was confident to fetch a good price. And then, after the service team eliminated the last fault in a timely manner, the Tractor performed well, and has alleviated a great deal of workload, so it can be called as good helper. In addition, he expressed that he planned to buy a Lovol TB554 Tractor. The story could go back to a rainy day in December 2016.
This customer, named Kezadri, lives in the Dellys, Boumerdes Province, which is about 70km away from the capital city Algiers. The customer fed back that the sector plate of the Tractor riser leaked, and it was about 6 o'clock in the evening and rained heavily, but in order to eliminate the fault reported by the customer, the service center found me when the service team that I was in were paying visits to the customers because I was the nearest to Kezadri. I found there was something wrong with the O-shaped ring of the adjustable eccentric gear sleeve, but the workload to replace the O-shaped ring was huge, finally it took me more than one hour to repair. It was about 7 o'clock after I repaired the tractor, at that time it was already dark outside. The customer was very touched, held my hands and said to invite me to eat grapes when the grapes were ripe the following year. More than half a year has passed since then, little did me think that he still remembered what he said, the working staff in the territory also told me that the customer often asked when that Chinese would come. After hearing that, It seemed that there was a warm current flowing in my heart.
Another customer that I could not forget is Yacine, who lives in Ataf city, Aïn Defla province. He and his wife are a happy couple, simple and friendly, but they have no child, and make living by farming. When I just got their home, the customer told me jokingly that Lovol tractor was just like his son, and then you could see how much he valued this tractor.
One day, Yacine fed back that tooth breaking often occurs during the normal operation of the tractor. After receiving the call, I came to the customer's the following day. I found that the failure maybe resulted from the poor function of the clutch separation, and just as expected, the pressed paw spring of the clutch was found to be broken through my inspection, which caused the releasing lever not at the same plane, thus causing the failure. Upon the replacement of the spring, failure was eliminated successfully. Yacine said happily that, he worried that the service personnel might come here for maintenance after a period of time as it was far away from Algiers, but unexpectedly, the tractor was repaired in a timely manner. He was grateful to say that, if the tractor was not repaired timely, it was bound to affect the farm work, and they might also make less income. To express his gratitude, he kissed me on the forehead.
Putting ourselves in the customer's position, if we were a normal user, and the tractor failed to work properly, weren't we worried or angry? When we pay visits to the end users, inevitably we will encounter some customers who make complaints, but that is as it should be. If we could put ourselves in customer's position, consider for them, provide a customer-oriented service, help them solve the problems effectively in a timely manner, will the customers still complain? Won't we gain their friendship and love?
Kezadri's grapes and Yacine's kiss are the positive recognition to our efforts, which encouraged and pushed me forward all the time. What always bears in my mind is that, I was a member of Lovol, an service engineer, but also a representative for Lovol when facing the customers, so what I could do is do my best to to solve the after-sales issues for the customers. The customer-centric principle, is not only a slogan, which shall be interpreted by our practical action. (Dai Jingyu)
