Referring to the film Shanghai Bund, we have to mention Xu Wenqiang; but referring to the truck aftermarket in Zhang County, we have to mention Xu Wenhu.

Xu, along with his two brothers, runs a motor repair shop named Xinfuxing at the junction of State Highway 324 and Longhu West Road in the county seat of Zhangpu. The repair shop is also a professional service station for Yuchai engines. In the truck circle in Zhangpu and southern Zhangzhou, Xu and its repair shop are well known.

Joining Yuchai for opportunity

Xus connection with Yuchai originated from his experience.

Xus family barely made both ends meet in his childhood and was indifferent to education. After dropping out of the primary school, he worked as an apprentice at a truck service station.

Xu contacted Yuchai engines for the first time in 1996, when he, at the age of 18, headed to Guangzhou with his master to repair an imported heavy-duty truck. At that time, the truck engine was completely worn out and needed to be replaced, Xu recalled, adding, Due to restriction, to fix the truck as soon as possible, we purchased a new engine from Yuchai. Xu could still remember he drove to Yulin and rushed back to Guangzhou that same night after purchasing a Yuchai engine. As the mountain road was rugged, dark and slippery, the vehicle I drove tumbled into a ravine, I had to hire a vehicle afterwards to transport the new engine back to Guangzhou. The experience has made a deep impression on him.

Later, Xu quitted as an apprentice and ran a motor repair shop by himself. Owing to his high skills, the shop has grown rapidly. With the expansion of the shop, his two brothers joined the shop, too. Also, he hired eight motor mechanics to enlarge the shop.

Due to frequent contact with heavy-duty trucks carrying Yuchai engines in daily service, Xu was familiar with Yuchai engines. In 2007, Xu found there was no Yuchai-authorized service station locally as the number of local heavy-duty trucks carrying Yuchai heavy-duty engines grew gradually. Seeing the opportunity, he immediately contacted Yuchai Fujian Office in the hope of being authorized to establish a local Yuchai service station.

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However, a good gain takes long pain. According to Yuchais regulations, to become a service station for Yuchai heavy-duty engines, the head must pass Yuchais assessment in Yulin besides meeting necessary material conditions. As Xu did not graduate from the primary school, Xu failed the written test. Nevertheless, Yuchais unique complaint mechanism lent Xu a hand--he got a chance of manual operation after filing a complaint with Yuchais assessing staff. And he lived up to expectation and passed the assessment with his high repair skilled developed over the years to become a member of Yuchais heavy-duty engine service team.

Serving customers with Yuchais support

Xu treasured the hard-won business opportunity.

I learned Xus Yuchai service station covers not only Zhangpu, but also surrounding counties including Pinghe, Yunxiao, Dongshan and Zhaoan. Of these counties, Zhaoan is farthest (160 or 170 kilometers) from the station. As long as they are Yuchais heavy-duty engine customers within the service radius and their engines are within the warranty period, we will be here no matter whether their engines were bought in Zhangzhou, Xu said.

Any outbound mission of the service station takes at least one hour or two on a steep mountain road. Most of the customers in Zhaoan are in mines. Once our vehicle failed to climb up due to the steepness of the mountain, but fortunately, we were not far from the customer and walked there on foot, Xu said.

We should fear no road hardships or dangers and work around clock in order to offer quality services. Xu gave a recent example: at around 1 AM September 12, the vehicle of a customer stopped on a mountain road due to engine failure, Xu hurried to the site upon receipt of a call and solved the problem promptly. The customer was satisfied, saying, I never thought you could come here so soon though it was so late.

We are not almighty and would seek technical support from Yuchai for some new technologies. Despite rich service experience, Xu would come across difficulties in the face of emerging technologies. Whenever he sought technical support from Yuchai, Yuchais staff would hurry to the service station to solve his problem and explained the cause, Xu said. After mastering technologies, we will not delay in solving customers problems to reduce our service costs. Once our services have affected customers vehicle operations, they will complain and demand some damages, Xu added.

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According to sources, Yuchais heavy-duty engine service stations fall into four classes: core service station, professional service station, authorized service station and service point. Xus service station is exactly a professional service station. Yuchai heavy-duty engines are being recognized by a growing number of customers in Zhangpu and their businesses have getting better and better, so my next goal is to become a core service station of Yuchai, Xu said confidently.

(Source: Li Xuelei/cvworld.cn)