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Mengagumkannya Pelayanan Luar Biasa Ala China


Kenny Hung, tampak tergopoh-gopoh membantu mengangkat koper rombongan dari Perkumpulan Pengusaha, Importir dan Produsen Mainan Indonesia (P3IMI) yang baru saja tiba di Bandara Internasional Hong Kong, akhir Oktober lalu.

Cina Keluarkan Aturan Baru Pelayanan Berita Online
Cina Keluarkan Aturan Baru Pelayanan Berita Online / Foto: internet

Dari Hong Kong, rombongan yang terdiri atas 10 orang tersebut akan melanjutkan perjalanan dengan kereta api cepat dari Shenzhen, China, menuju tujuan akhir Distrik Chenghai yang berada di Kota Shantou, Propinsi Guangdong.

Dengan sigap, warga Hong Kong berusia 50-an tahun berperawakan sedang tersebut ikut menyusun koper rombongan yang dipimpin Ketua P3IMI Sariat Arifia.

Sepintas, Kenny yang berpenampilan sederhana, tampak seperti seorang pegawai biasa yang mendapat tugas dari kantornya untuk menyambut tamu.

Dari sosoknya dengan cara berpakaian biasa, kemeja putih dan sepatu pantofel warna hitam yang tampak bukan barang mahal, Kenny tampak tidak lebih seperti seorang pemandu wisata.

Tapi keesokan harinya setelah rombongan istirahat di hotel dan Kenny kembali datang menjemput, hampir semua tamu terkaget-kaget setelah mengetahui kalau pria berkacamata tersebut ternyata pemilik International Toys Trading Ltd (ITTL), salah satu perusahaan mainan yang akan dikunjungi selama di Chenghai.

ITTL yang berkantor pusat di Hong Kong, mempunyai kantor cabang dan pabrik yang tersebar di Chenghai, Yiwu dan Guangzhou, China Daratan.

Di lokasi di Chenghai yang merupakan cabang terbesar, ITTL memiliki sekitar 200 karyawan di kantor serta lebih dari dua ribu pekerja di pabrik.

Saat rombongan dari Indonesia tiba di kantor ITTL, di area parkir yang luas, tampak mobil sport merek Porche warna hitam seharga lebih dari Rp1 miliar yang biasa ditunggangi Kenny.

Sebelum mengunjungi pabrik, tamu dari Indonesia dijamu makan siang dengan menu yang sangat beragam dan dijamin halal. Di meja makan berukuran besar dan berbentuk bundar, sudah terhidang lobster merah, kambing guling, kepiting dan makanan laut lainnya.

Kenny sepertinya tidak membiarkan perut tamunya kosong saat kembali ke hotel karena acara makan malam pun kembali dijamu dengan menu yang berganti sampai tujuh kali.

“Wah pulang-pulang berat badan saya bisa nambah 10 kilo nih. Rusak nih program diet,” kata Finy Saptarita, manajer senior dari Sucofindo yang ikut dalam rombongan sambil bercanda.

Sebagai sebuah perusahaan global, Kenny dan anak buahnya benar-benar melayani tamu secara total. Setiap kebutuhan pelanggan diperhatikan, tidak hanya kebutuhan secara fisik, tapi juga yang berhubungan dengan ibadah.

Di salah satu ruangan kantor, tersedia musholla yang cukup luas dan dilengkapi tempat berwudhu yang nyaman, membuat pelanggan beragama Islam merasa lebih tenang beribadah.

Selain dari Indonesia, pelanggan ITTL juga berasal dari negara-negara Timur Tengah, terutama Saudi Arabia yang dikenal sangat royal dan tidak pernah menawar saat berbelanja barang.

Agar pelanggan semakin merasa nyaman dan tidak punya niat untuk berpindah ke perusahaan lain, ITTL bahkan menyediakan ruang kantor yang disulap menjadi kamar ukuran suit sebanyak delapan kamar dengan fasilitas hotel bintang lima.

Ihsan Yunus, politisi dari PDI Perjuangan yang ikut dalam rombongan, mengaku sangat terkesan dengan pelayanan yang diberikan oleh tuan rumah.

Yang membuat anggota DPR RI dari Komisi VI tersebut terkesan bukan saja sikap menghargai tamu dan etos kerja, tapi juga kesederhaan dari seorang pemimpin perusahaan seperti Kenny yang sulit ditemui di Tanah Air.

“Di Indonesia mana ada pemilik berusahaan besar yang mau susah-susah terjun langsung membantu mengangkat koper tamu. Paling yang disuruh anak buahnya,” kata Ihsan.

Ihsan yang berasal dari daerah pemilihan Jambi tersebut lebih jauh menegaskan bahwa dari kunjungan bersama P3IMI dan Sucofindo tersebut, pengusaha dari Indonesia seharusnya bisa banyak belajar bagaimana menghargai tamu dan memahami kebutuhan mereka.

Bagaimana pentingnya melayani tamu secara total juga diperlihatkan oleh Yeung Yau Ping, direktur perusahaan Nam Shing Toys Ltd yang mengkhususkan diri pada produk mainan dari plastik.

Berbeda dengan Kenny Hung, Yeung Yau Ping berpenampilan lebih sederhana. Dengan tubuh yang mungil dan berkaca mata, pria berusia sekitar 60-an tahun, tinggi tidak lebih dari 165cm tersebut, sepintas terlihat seperti pegawai administrasi tingkat bawah.

Karena ukuran tubuh yang mungil, celana yang dipakai Yeung Yau Ping tampak kedodoran dengan bagian atas yang berlipat saat menggunakan ikat pinggang.

Tapi perusahaan yang dipimpin Yeung Yau Ping, berorientasi ekspor ke Afrika, Asia, Eropa dan Amerika, dengan laba perusahaan lebih dari 10 juta dolar AS setahun.

“Kalau melihat sepintas dari fisik, kita memang bisa terkecoh. Bagi mereka penampilan tidak penting. Orang-orang yang tampak sangat sederhana ini ternyata memimpin sebuah berusahaan besar dengan nilai kekayaan jutaan dolar AS,” kata Sariat Arifia, sang pimpinan rombongan.

Ketika rombongan P3IMI akan kembali ke Jakarta melalui Hong Kong dan akan meninggalkan hotel di Chenghai sekitar pukul 05.30 subuh, Yeung Yau Ping sudah lebih dulu tiba di lobi hotel.

Yeung Yau Ping sengaja datang untuk menemui para tamu yang datang dari Jakarta, hanya untuk sekadar berpamitan, di saat anak buahnya masih tertidur lelap. Source: internet


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