Guan Huang continued, "It's just a strategic thing, and in terms of specific tactics, I think there are a few points that need to be paid attention to. ”

Zhang Taijie lifted the spirit.

Strategy, while important, is something that the boss thinks about, and he is currently in charge of executing the tactics.

Win every battle.

Guan Huang: "First of all, foreign companies have to face the problem of product localization, Uber (China) does not have a customer service number, and can only handle complaints by email, which we can take advantage of." ”

Zhang Taijie nodded.

Chinese users have become accustomed to being able to call customer service at any time, and someone will listen to complaints and deal with problems quickly.

Uber (China) insists on not having customers, which has been criticized by users and drivers.

Guan Huang: "We don't care if he is arrogant or culturally insistent, we must fully expose this problem, in stark contrast to us." ”

This is not only true of Uber, but also of Apple, where there is no customer service, only email.

Domestic users often complain that they don't pay attention to customer service because they don't know who to turn to when something goes wrong.

Uber and Apple will be surprised to say: We left our email address, why don't you write to us?

To put it mildly, it can be said that Westerners attach more importance to systems and processes, and Chinese attach more importance to personal relationships.

To put it mildly, it's arrogance.

If you come to the Chinese market to make money and don't follow China's cultural habits, you deserve to be scolded.

Zhang Taijie nodded, "Uber responded that customers don't understand the product, so we can only say that Uber doesn't understand China." ”

Guan Huang agreed, "That's it, I was thinking before, many companies don't pay attention to customer service, and even outsource customer service, but customer service directly deals with customers, which has a very big impact on customers, and if customer service is not in place, it will cause a very bad impact." ”

Zhang Taijie agreed, "That's right. ”

Guan Huang: "Competitors are plotting against each other, customer service may be the first to discover, and what problems occur in the supply chain of the product must be the first to be discovered by customer service, so in the future, the promotion of the company's personnel will be preferred with customer service work experience." ”

Zhang Taijie: "Understood. ”

The leader's ideas are wild, and those who are subordinates can only follow the ideas.

What was supposed to be about how to deal with the competition of Uber (China) suddenly turned to management issues.

Guan Huang pondered, "I think that in the future, the company's executives must have more than 8 hours of customer service work experience every year, what do you think?" ”

What can Zhang Taijie say, he is naturally full of approval.

Guan Huang: "Uber China's business is still running on overseas servers, you go to the Internet trolls to hype it up, and at the same time complain to the regulatory authorities about information security issues." ”

Zhang Taijie was heartbroken and agreed.

Guan Huang: "Of course, it's unrealistic to overwhelm the other party by this, but it's okay to drag Uber forward." Even if the server runs independently in China in the future, Uber's core engineering and technical team in Silicon Valley in the United States will solve domestic problems, which will be a big trouble for them. ”

Zhang Taijie "um" for a moment.

Guan Huang asked, "Is there any major adjustment to the management structure of Uber (China)?" ”

"Like many foreign companies, Uber's business units report to their global departments, and at the same time, in order to maintain innovation, we have given more autonomy and flexibility to our teams in cities and markets," Zhang replied. ”

Guan Huang smiled, unimpressed, "Flat management? ”

"Yes."

Guan Huang: "That is, they are fighting separately and lack centralized decision-making power. ”

Zhang Taijie: "Well, there is a regional system between city managers, and the regional managers report directly to Kalanick. ”

The benefits of flat management are clear, allowing for rapid market expansion at an early stage.

Adapt measures to local conditions and give full play to subjective initiative.

When Superman expanded his business, he adopted the opening mode of the three-person elite team.

But as the company grew, the drawbacks began to show.

City managers are at the same level and tend to only consider the interests of their own cities first, which makes it difficult to link between cities.

Marketing is limited to a specific circle in a certain city, and the overall layout is relatively chaotic.

Later, Guan Huang adjusted the structure several times and strengthened the centralization of power, which can be regarded as solving the problem of "mountain".

Guan Huang: "In this case, Uber does not have a CEO in China, so it will not be able to mobilize national resources, and it will be difficult to plan from a national perspective. ”

Kalanick has always emphasized to the outside world, "I can't let go of the position of CEO of China right now, because this is the battlefield. I set the bar very high, looking for someone who would inspire me not only but my team. ”

This kind of attitude greatly affects the work of his subordinates.

For now, Liu Zhen is the head of strategy in China, but it is clear that she does not have the approval of Karanik, so it is impossible for her to do her job freely.

Even, my subordinates also have doubts, if I get too close to Mr. Liu, will I be purged in the future?

If Liu Zhen can take the position of CEO, everyone will be happy, if not, it will be a big trouble.

Uber has arranged for headhunters to find 7 candidates, although there is no follow-up for the time being, which also shows that Karanick has a mind.

Zhang Taijie said with a smile, "Don't talk about the CEO, even the public relations director can't find a suitable one, Kalanick is too demanding." ”

Guan Huang: "Really? ”

Zhang Taijie explained, "Don't look at these foreign companies emphasizing the importance of localization all day long, but they still have their own biases in terms of actual choices. One of my classmates went to Uber to apply for a PR director, and was brushed off in the first round, saying that his English was not good. ”

"Oh?"

Zhang Taijie: "According to Karanik's requirements, English can reach the level of nativespeaker, such a candidate can only be achieved by overseas Chinese or people who have worked abroad for many years, how much do these people know about the Chinese market?" ”

After getting used to the foreign work mentality, it is not easy to regain the sensitivity of the Chinese market.

Guan Huang: "In this way, we are facing a group of foreigners. What about the fast ones? ”

Zhang Taijie: "It's just a general executive, Kalanick, Liu Zhen and Alan Peng, the general manager of China, are in charge of the entire China business. ”

Alan Peng is entering China for the first time.

Liu Zhen worked as a lawyer in Silicon Valley for 10 years.

Guan Huang nodded.

Karanik is ambitious to hand over the Chinese market to the original "fast alliance", on the one hand, he is not at ease, and he is afraid that the tail will not be lost.

Few people who have started a business have settled down to work.

On the other hand, the talent of the "fast alliance", Karanik also does not look down on it.

Competing with Superman, in addition to burning money, does not have much wisdom, and falls behind step by step in the competition, which is a big disappointment.