The Hang Xanh Motor Service Joint Stock Company (HAXACO) in Vietnam has always paid a great attention to service quality. A reporter of the Vietnam Business Forum had an interview with Mr Nguyen Van Duc, Haxaco General Director.
Haxaco has obtained an impressive growth so far. Can you talk about this?
Despite impacts of the global economic crisis, we still gained considerable achievements. In 2008, the company had revenue of VND561.561 billion (US$31.25 million), up 18.7 % from the figure of 2007 and made pretax profit of VND13.038, up 94.92 % from earlier in the year. The company sold 681 Mercedes-Benz motors last year and provided maintenance and repairing services for 10,100 motors last year, accounting for 30 % in sale and 46.5 % in after sales service of the Vietnamese Mercedes-Benz auto market share, respectively. And in the first half of this year, Haxaco sold 461 Mercedes-Benz motors with 32 % in sales market share of Mercedes-Benz Vietnam.
What are the reasons for these achievements?
The achievements are attributed to great efforts by all staffs, marketing promotion policies and more investment in client care services including sale and after sales service (warranty, maintenance, repair…) consultancy. Mercedes-Benz outstanding products meet consumer trend.
The government of Vietnam has taken some drastic measures to drive up the national economy including the demand stimulus package, valued added tax (VAT) and car registration tax reduction, which has resulted in increasing car demand and more investment in production equipment and facilities by enterprises.
It is difficult to boost goods sales amid the economic crisis. Why did your company decide for more investment in services?
Consumers always prefer high-tech and high-quality motors, and famous trademark often accompanies perfect services. People normally pay attention to technology and quality to confirm a car is good or bad; however, in services, clients can only recognise the quality by experiences and only good services can keep clients.
Our clients are of high-rank. Previously they just bought car for to satisfy their travelling regardless of other elements; and than they needed smooth, better and nicer ones; however, now they demand strong, fashionable, safe and environmentally friendly cars with perfect service quality.
Clients who are rich often do not care about prices but spiritual factors. We are striving to make clients feel happy and comfortable to buy our cars. We are fully aware that client satisfaction will foster corporate success; thus, we are trying to obtain this by proving the best services to consumers.
What has been done to make your company stand out?
I do not strive to become outstanding for a period but for a long time by deeply understanding consumer demand to make them satisfied. We place due attention to client care as we do understand that high-rank consumers need high-level services. We are striving to provide an open atmosphere and professional services to make consumers feel they gain double benefits when buying our motors.
In addition to the most modern showroom in Asia among global Mercedes-Benz systems, we will build showrooms according to the latest standard of worldwide Mercedes-Benz – MPII (Mercedes-Benz Presentation System Two), and invest to build a workshop for repairing vehicles in Can Tho City…
Phan Thanh
Vietnamese
