[Feng Qitang original | Do not compile or pass on, have a source and evidence, share the entrepreneurial legend of business tycoons, and interpret management wisdom. 】
Resources:
Tian Tao and Wu Chunbo wrote "Will Huawei be the Next to Fall", Tian Tao wrote "Huawei Interview", Wu Chunbo wrote "Huawei Has No Secrets", Lin Chaohua wrote "Ren Zhengfei's Biography", and Zhou Junzang wrote "Ren Zhengfei".
Many companies want to be customer-centric, customer-oriented, and customer-oriented, but in fact, they often stay on the employee handbook and culture wall.
In fact, many business owners, founders and even senior management teams do not have real respect and reverence for customers, and some only employees and subordinates are in awe of themselves, and even enjoy this kind of boss-centered and leader-centered hierarchy.
In his more than 20 years of professional career, he has experienced countless grand receptions, red carpet ceremonies, and queue welcomes to bosses, executives, and superiors.
It wasn't until I paid attention to Huawei, studied Huawei, and learned about Ren Zhengfei that I realized that there really was such a company that wanted a boss who "had employees butt against the leader".
01
Hang out a welcome banner at the hotel, and Ren Zhengfei turned around and left
Ren Zhengfei asked Huawei people to "face the customer and face the boss": they should think about what the customer wants every day, and revolve around the customer every day.
If you think that Huawei is just a big boss talking casually in a meeting, you are very wrong.
In the early days of Huawei, it was not uncommon for the boss to be "kicked" for slapping the boss's ass, and it was even passed down as a classic by Huawei people.
Story one
One year, Ren Zhengfei went on a business trip to the Huawei office in Nanchang.
Probably this office director is also a novice, has not figured out the temper of the boss, knowing that the boss is coming, according to the general enterprise or officialdom practice, the director of the office specially arranged for the boss to stay in the contracted hotel, at the door of the grand banner, written warm welcome to the famous entrepreneur Ren Zong to visit and guide and other words.
Everything is ready for the boss to arrive.
As a result, Ren Zhengfei came to the hotel from the airport, got out of the car, and saw the eye-catching banner in front of the hotel, Ren Zhengfei's expression changed greatly, he didn't even look at the director of the office, turned around and left, and stopped staying in this hotel.
Afterwards, the director of the office will inevitably be approved at once, of course, just change it.
Story two
Once, Ren Zhengfei was on a business trip to Henan, and the director of the office finally won the opportunity and asked him to go to a certain county to meet a local director. The director is a fan of Ren Zhengfei and admires him very much, and specially prepared a sumptuous banquet for him at the best restaurant in the county.
However, the director never expected that this famous entrepreneur would be so unsophisticated.
Ren Zhengfei, who has always emphasized "customer-centric" and senior executives should communicate more with customers, is naturally always very polite to customers, but he didn't expect that as soon as Ren Zhengfei arrived at the hotel, he was very angry when he saw such a tall wine and food, and he pulled down his face on the spot and was about to leave, without saving face for the director and the director of the office.
The director and director of the office were very embarrassed, and Ren Zhengfei finally didn't leave, but he still asked people to remove the big fish, meat, and delicacies from the mountains and seas, and only ate some noodles, vegetarian dishes, cold dishes, and so on......
Story three
In 2004, Huawei and Brunei Telecom Co., Ltd. co-organized an international seminar in which Huawei invited more than 40 carrier customers to participate.
Early in the morning on the day of the meeting, Ren Zhengfei stood at the door of the conference hall in a suit, holding a stack of business cards, and saw customers entering the venue. ”
Some customers who have never met Ren Zhengfei are surprised when they see the business card, and it is rare in the world for the boss of such a giant telecommunications company to be so humble.
In fact, such Ren Zhengfei has long been deeply rooted in the hearts of the people at Huawei.
Ren Zhengfei said in his internal speech: The most important thing for employees is not to look at my face, not to look at who I like or who to scold, but to keep your eyes on customers. The client agrees with you, and when you come back and get angry, you can come to my office and kick me twice. If you look at me every day and don't look at this client, even if you hold me comfortably, I'm going to kick you out.
Some old employees said with a smile that when some employees met Ren Zhengfei on the road, they would smile and say hello, and they would attract him to grab the white: "What are you laughing at, you want to please me?" "
There was also an office director who returned to the company's headquarters and brought good local tea or local products to his office, and he was also scolded by him with tea.
It is precisely under the leadership of Ren Zhengfei, Huawei's "cultural teacher", that there are few vulgar interpersonal relationships between Huawei's superiors and subordinates and colleagues.
02
Ren Zhengfei: Money alone can't attract people
Of course, some would say that it was the early days of Huawei.
That's right, after decades of development, from the initial hundreds of people, thousands of people to more than 200,000 people, it is impossible for everyone to be able to push themselves and others, discipline themselves and others, and there will be some people who make mistakes intentionally or unintentionally, actively or passively.
Even, as enterprises get bigger and bigger, bureaucracy, corporate corruption, and other big business diseases will also breed.
Although Huawei has a good share of money, Ren Zhengfei said, "A company can't attract people by relying on money, and the desire for money is always unfillable; The real construction of enterprises depends on corporate culture. ”
As early as 1997, Huawei explicitly established "customer-centricity" as Huawei's core value in the Huawei Basic Law, and in the following decades, it has continuously reaffirmed the principles of employee relations, subordinate relationships, and customer relations, polishing and consolidating the core of this core value.
For example, Huawei has 16 military regulations, four of which are about the relationship between employees, customers, and leaders:
Ninth, don't lose your big family because of a small circle!
Article 10: If you want to stand in line with others, please stand in line with customers.
Article 11: The result of being busy standing in line can only be to fall behind.
Article 14 The best way to curry favor with leaders is to do a good job.
……
As if that weren't enough, Huawei also had an "Eight Rules for Cadres" (later known as the "Eight Requirements for Improving Work Style"), which holds annual oath-taking ceremonies, four of which are about how employees deal with customer and supervisor relationships.
First, don't usher in.
Do not go to airports, stations, docks, etc., to engage in a form different from ordinary employees to pick up leaders. In addition to the standard configuration of the hotel, additional reception content is added, so as not to misunderstand your concern for a welcome.
Second, do not give gifts to superiors (except greeting cards, emails, text messages, and flowers).
Non-official meals attended by superiors should be paid by superiors (except for the AA system), and it is not allowed to reimburse private dining expenses in the name of public expense.
Article 3: It is not allowed to use the company's resources and working hours to do private affairs for superiors or their families.
The use of company resources and the occupation of the working time of the clerks must be declared, and the beneficiaries are responsible for the direct and indirect costs as well as the salaries of the clerks. Don't be mistaken by others for thinking that your promotion has something to do with it.
Eighth, to respect employees, can not reprimand, insult employees, reprimanded to apologize, insulted apology to public. Oppose the erroneous management behavior of "bluffing, murdering, and swearing".
All of the above shows that Huawei really adheres to customer-centricity, rather than shouting empty slogans like other enterprises.
In addition, Ren Zhengfei has also established a self-criticism mechanism at Huawei, and all departments at all levels have organized employee life meetings from time to time to carry out criticism and self-criticism.
The 16 Catch-Acts and the 8 Cadre Rules mentioned above are actually a kind of correction and self-criticism of Huawei's self-problems in the course of its development.
In Ren Zhengfei's view, a perfect person is a useless person, so Huawei "never needs to be perfect".
However, to enable these people who have human weaknesses to always remember what to do and what not to do, this is the meaning of Huawei's self-criticism.
Chen Zhufang, Huawei's first human resources director and party secretary, said well, in fact, "the boss is critical of himself, just to let everyone know that there is a god above his head".
Huawei's "customer-centric" values have not become formalistic or "leader-centric" because of the system, culture, bosses, and continuous corrections.
03
Huawei engineer born in the 90s: The relationship between colleagues is eye-popping
Is today's Huawei really as simple as before?
Tian Tao, Huawei's senior management consultant, interviewed a group of Huawei's post-90s and post-95s, and it turned out that in their eyes, the current Huawei is like this:
A 28-year-old R&D engineer at Huawei said that Huawei is very pragmatic and can concentrate on things when he comes, without having to go around patting sycophants.
A 30-year-old Huawei R&D engineer surnamed Niu lamented: Huawei's colleague relationship is so simple that it is eye-popping, very relaxed and harmonious.
A 30-year-old Huawei delivery engineer said that Huawei attaches great importance to struggle and is relatively simple, and I like this atmosphere, not the kind of environment where there is intrigue.
That's right, in such a cultural soil, Huawei's post-90s generation, "Pengsheng Ma does not support themselves", and gradually grew into the mainstay of Huawei in various fields.
When asked by a reporter about Huawei's management philosophy, Ren Zhengfei replied: "Huawei has no philosophy, and if it does, it is customer-centric."
There are always many companies in society that claim that they are learning from Huawei and learning from Ren Zhengfei, but few of them can really learn the essence of Huawei, why?
In fact, it is very simple, because many business owners and executives, although they also emphasize "customer-centric", but the company's walls and cultural columns post more, but it may be the portrait, quotations, speeches, and leadership photos of the boss or founder; Every time the boss or senior executives go to inspect, the subordinate company must plan in detail and carefully arrange the grand reception etiquette.
Accustomed to enjoying the absolute obedience and respect of subordinate employees to themselves, how can we form a culture of strivers and customer-centric core values in such a team?
Ren Zheng said very much: "The greatest selfishness of people is selflessness", he asked employees to "butt against the leader", but shared Huawei's success with all Huawei people, so it made everyone's Huawei!
This is Ren Zhengfei's wisdom.
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