what went wrong?
As a decision-maker, I realised that I needed to put my boots on the ground, look at things and talk to customers over there. I would never be able to understand what was going on otherwise, and to make the right choice for the company.
First, I appointed a sales agent to visit Aemulus’ customers in China and the feedback received was terrible. When customers had a problem, our team was unable to deal with it. The managers were rarely on-site and were trying to solve problems by logging in remotely, leading to poor-after-sales service and affected Aemulus’ reputation in China.
That’s when I decided to move our general manager from Taiwan who was then based in Malaysia back to Taiwan and equipped him with a new team for the operation in China. I then visited every customer to personally apologise and to start anew. I remained in China and Taiwan for a full three months, visiting customers and identifying opportunities.