Marine engine services emerged as Yuchai marine engines were introduced to the market. To inherit the fine tradition of Yuchai vehicle engine services, Yuchai synchronously enhanced marine engine services and fueled marine engine sales by professional quality services.

As a professional marine engine outlet, Yuchai Beihai Huahang outlet (Huahang) has actively improved service capacity and intensified service investment year by year. Through five years of construction, Huahang has developed diverse businesses and been capable of repairing vehicle and marine engines as well as marine navigation equipment. As a 4S marine engine store of Yuchai, Huahang not only offers quality marine engine services, but also looks into the characteristics of marine engines in this region and provides massive valuable information to contribute the development of Yuchai marine engines.

Huahang's service staff debugs the new engine for the customer

Voluntary, timely and efficient services

Since 2005, a marine engine service vehicle of Huahang marked with "yuchai Serves You Heart and Soul" has shuttled between ports on the coast of Guangxi to deliver timely and quality services to customers of Yuchai marine engines. Quality services should be warm, voluntary and efficient. To achieve the goal, Huahang started from voluntary services.

As the finishing moratorium in 2007 was just over, all fishing boats swarmed to fisheries, when a lighting fishing boat broke down on Weizhou Island due to booster failure. At the prime time of fishing, the customer was anxious. Upon receipt of the repair call, Huahang immediately sent the service staff to the site against a level-6 storm. Due to the violence of the storm, some service staff was seasick and threw up, but got down to work upon arrival and cleared the failure in an hour, making the customer moved and admired.

Similarly on Weizhou Island, for fear of delaying marine operation, local customer Zhang Dean, upon discovery of a marine engine failure, called to require the service staff hurried to the site by the express liner in the morning. With only 20 minutes left from the department of the liner, without more ado, Huahang's service staff started off promptly and finished the task in time. Afterwards, the customer held firm the hands of the service staff and presented shrimp and fish to show his gratitude, but was declined with thanks by the service staff. In the hearts of Huahang's service staff, customer satisfaction is their biggest pursuit.

Guibeiyu 10015, a fishing boat in Beihai equipped with a Yuchai engine

The randomness of fishing boat berthing leads to the high mobility of marine engine repair services. Aiming at the characteristic, Huahang's service vehicles will make an extensive tour every year to visit customers voluntarily. The vehicles shuttled between all fishing ports, customers can often see familiar figures in red uniforms of Yuchai, and the vehicles are affectionately lauded as "yuchai mobile outlets" by fishermen. Over the five years, "yuchai mobile outlets"have provided marine engine customers with nearly 1,000 times of repair services, sold nearly RMB 2.5 million worth of Yuchai marine engine parts, and enjoyed genuine popularity among fishermen wherever they went.

Information first, parts in place

Services in place include staff in place and parts in place. To this end, the work of customer information and parts storage must be done well. First, Huahang should have a full command of the information of Yuchai marine engine customers in this region of agency, including models, new engine increment and the details of original Yuchai marine engines, follow up customers? use by telephone according to these data, and work out the daily and weekly service plans for every shipowner on the basis of different fishing ports and mileages.

Qisha, Fangchenggang is more than 180 kilometers away from Beihai. To offer local customers timely and fast services, Huahang stored some common parts and marine lubricant at a secondary distribution outlet in Qisha and a marine engine repair store at Qinzhou Port so that the service staff could hurried to the site in case of emergency.

Huahang was also aware that logistics support and smooth parts distribution were the prerequisites for good marine engine services. Hence, Huahang established good relations with express shuttle buses to make parts distribution smoother.

In July 2008, a customer in Qisha was in dire need of replacing a damaged engine shaft. Express passenger buses usually transport no bulky cargo like diesel engine shaft. Upon communication and coordination, the passenger transport and logistics company approved of dispatch, the problem was solved fast, and the customer was satisfied with the timely arrival of parts.

In Qinzhou in October 2008, a customer from Fujian needed to change parts of an YC6108 marine engine. Huahang dispatched the parts through the logistics company, but the driver was unfamiliar with the geographical location of Qinzhou Port, Huahang founded the customer under two-hour phone guidance and delivered the parts in time.

While keeping records of customer information, reserving parts and distributing parts, Huahang duly held "customer lectures", at which technical staff pertinently taught customers in the knowledge of diesel engine repair and maintenance. The lecturers not only trained users in using engines properly to extend engine lives, but also showed the caring and professional services of Yuchai. Additionally, Huahang held customer seminars during the fish moratorium to solicit users' opinions and suggestions on after-sale services, fully embodying Yuchai's service concept of "paring no efforts to serve customers sincerely and honestly".

Fear no fatigue, customer first

At 3 a.m. on the fourth day of the Spring Festival in 2009, Huahang got a repair call from a customer, saying the start motor broke down. The boat was just launched and moored on the shoal of the shipyard, there was an oyster farm underwater, tides would ebb after daybreak and the boat would run aground to destroy both the fishing boat and the farm, the situation is emergent. Upon receipt of the call, Huahang immediately sent service staff to the site, struggled onto the boat against the piercing wind and surging waves and duly cleared the engine failure to pull the boat out of the area where it had run aground and avoid a loss endangering multipartite interests.

In August 2009, on the surface of the sea 40 nautical miles away from Hainan, the diesel engine of Guibeiyu 61046 broke down due to the abrasion of the spline of the transmission shaft of the oil pump. The shipowner contacted Huahang, hoping it would hurry to Baimajing, Hainan as soon as possible for a repair. It was understood that no parts were available at the local service outlet, while it was up to 200 nautical miles from the area where the ship broke down to the fishing port in Beihai, which would take one day and one night and cost 1.8 tons of diesel oil. It was an ideal solution to head to Hainan upon an analysis of repair timeliness and economy, Huahang made an immediate decision to hurry to Hainan.

Haina was extremely hot in August, with an outdoor temperature of 35 degrees, the interior of the boat cabin was up to 40 degrees, and the smoky fume and anoxia easily made people vulnerable to heatstroke. However, Huahang's service staff worked for consecutive hours in such a severe environment until the engine was restored. The painstaking efforts of Yuchai's service staff were lauded by the customer.

Image is a service, a promotion, a brand and a benefit. Building an image and a brand through services is a recipe for Huahang's perseverance. Huahang strong believes that Yuchai marine engines will brave the wind and waves through leading service concepts and quality services.

(Text/photo by Zhang Wencai)