Acts of Caring

I can't stop wondering why I enjoy working at BFI so much. It's already been 11 years since I started serving at BFI. I love, I enjoy, and I'm very thankful for my job. I would like to share a little bit about one of BFI’s core values: Customer Satisfaction.

I've often seen customers on their first visit to the BFI office. Many look shy (because they come to borrow money) or afraid, especially those who come from out of town or from the village. Sometimes our Customer Service staff is busy and isn't able to serve the walk-in customer. Other employees don't really pay attention to those customers, perhaps because they are thinking, “Ah, he's not looking for me; he’s not my customer. Why should I bother?"

One day, I saw a customer who had been waiting for quite a long time and had started to look restless. I greeted him and tried to help him; even though, as a collection staff, that was not my main job. I was just trying to empathize. If I were the one who had to wait for quite a long time, I would feel upset and might not want to come back to BFI. This is just a small example of the "Caring Attitude" that I've been trying to develop and make a habit in my life. I want every customer to feel served & cared for while they are at BFI.

Another example of commitment to Customer Satisfaction is the story of Mr. F, a business man from S city. He wanted to buy one of the units BFI had repossessed. During the buying transaction, a problem arose with the lessee (a bad lessee). He asked my help since he had already paid the down payment to the lessee. I remember his words clearly: "Please help me. If this transaction fails, I'm dead, since the money I used for the down payment was not my own." He shared his problem with sad and anxious expressions. After I understood his situation, I told him, "Don't worry, BFI will do the best we can do."

I kept my promise and fixed the problem even though it took me two days because the problem was quite complicated. The transaction went well, and his anxiousness disappeared. He said thank you and admitted that BFI is indeed the best in Customer Service. Still today, Mr. F and I are good friends, and he still calls me to invite me to come to his place in S city. Here is my personal satisfaction that comes from working with a sincere heart.