Keep Customers in Mind on Way of Chasing Dreams
I'm very glad to be here to celebrate the 15th birthday of SCPG with so many friends and our offices in different cities this afternoon. I'm impressed by the joy, vitality and unity of all of you here. Thank you for your efforts day and night for our cause and for the development of SCPG together.
Looking back on April 11, 2003, the company was founded at suite 1209 of Shenzhen International Trust Building. We had only 11 employees, including the chairman, at that time. These 11 employees completed the development of the Shenzhen Bao'an SCP Plaza, the first project of the company at the end of that year. In just eight months, our team worked on 11 projects in 10 cities, including Shenzhen, Beijing, Chongqing, Chengdu, Changsha, Nanchang, Wuhan, Nanjing, Qingdao and Jinan. Our aspiration was simple --- "Let our commercial projects stand at every place of the country, realize our own value while benefiting the local people".
The first INCITY was built in 2005, and the first in-house commercial operation team was developed in 2008. In the past 15 years, we have been doing just one thing --- "commercial operation" despite the numerous challenges. From site selection, design and planning, tenant finding and operation services, we work to provide customers with ever-better experience and serve more tenants cordially. From scratch, we managed 126 commercial projects in 58 cities in China as of 2018. In 2017, we served more than 420 million customers annually with customer satisfaction exceeding 90%.
What do these figures mean? I want to share a little story with you. The CAFE DE CORAL restaurant at the SCP Plaza had an ordinary but special customer, who was an old man having retired from the Wal-Mart headquarters. For decades, he appeared in the restaurant every morning. Without asking, the waiters greeted him with a smile and served the food he was accustomed to from tacit understanding like friends. He is one of the hundreds of millions of customers we serve. With their quiet companionship and support, SCPG has been able to reach its height today. Customers like him helped we understand the values cherished by SCPG in the past 15 years and realize the heavy responsibility and expectation on our shoulders.
This is a time of competition and elimination, and a time of constant changes and miracles. Only the market and customers are the sources of SCPG's sustainable development. Only the faith and sincerity of serving customers are the power keeping us moving on to the next milestone.
Let go of the past and be ready for the future. What remains unchanged is our original aspiration. What changes is the diverse exploration on our way of serving customers. What can we do for our customers? Maybe it's a way of life elsewhere, or the most familiar and desirable company in daily life, or even a simple and effective physical platform of business. From "One Station For Shopping" to "One Station For Everything", we not only provide customers with spaces of consumption, but also help people realize their expectations of life. Centering on the positioning of being "a better life service provider", we keep reaching new breadth, depth and accuracy in services through various means such as technology empowerment, green and ecological practices and creation scene spaces.
2018 has been designated as SCPG's "year of customer service experience ". I hope that all SCPG's pat partners would pay more attention to our customers, listen closer to their voices, implement the ideas and actions of customer service in our daily work, and promote the quality of mall operation and customer service to a new level.
Today, while SCPG celebrates the past 15 years, we set out to provide all-round services adapted to the needs of consumers at all stages by following the ideology of "full cycle, all scenarios, and total values" as well as breaking special boundaries and offering a comprehensive mix. We contribute to the development of urban and rural areas, the community and the environment. SCPG is positioned to be a comprehensive lifestyle service provider in the future.
April 11, 2018