Punctuality with Customers Is the Foundation of Trust
Arriving an Hour Early for Soando Visits
Expanding Beyond a Typical Customer Relationship
Over 30 New Rental Products Added in a Year
High Job Satisfaction Thanks to Flexible Work Environme
"To me, service means delivering something that remains in the hearts of customers for a long time. When that sense of special care accumulates, it becomes trust."
Wando, Jeollanam-do, where the energy of the clean sea abounds. Kim Seongsuk (58), who works at Coway's Mokpo East Branch, serves as a bridge, delivering clean water and air to the residents of Soando Island, which is about an hour away from Wando.
Punctuality as the Foundation of Trust with Customers
Visiting Soando for inspections is not just a routine schedule but a task that requires thorough preparation. On the days she goes to Soando, Kim always arrives at the port an hour before the ferry departs to get ready to board. This is to prevent any delays in appointments with customers due to unpredictable weather or unexpected boarding delays.
Kim said, "On the days I go to the island, I check the weather conditions starting from the day before, and I keep checking right up until departure to make sure the ferry is running. Since large trucks heading to fish farms can sometimes push back the boarding order, I always hurry to avoid missing the ferry."
After arriving on Soando, she visits customers' homes at the appointed time and carries out work such as product inspections and recommending products that customers may need. The reason she makes such an effort to strictly adhere to her visit schedule is because she believes that keeping time commitments with customers is the most fundamental principle for building trust.
More Than Just Customers
Her relationship with Soando customers goes beyond that of a simple service provider and client. Over the past year alone, more than 30 new rental products have been added on Soando, a testament to the strong bonds Kim has formed with the island's residents.
The number of customers receiving inspection services from Kim has also been steadily increasing. As a result, her monthly visits to Soando, which used to be one night and two days, have recently been extended to three nights and four days.
Kim said, "The customers on Soando always greet me warmly whenever I visit. Some even prepare their favorite side dishes for me. Especially when children living in the city order products for their parents, I often communicate with those children, and on inspection days, I sometimes check in on their parents on their behalf."
Through these interactions, she says she feels an even greater sense of responsibility. Kim explained, "When I go to Soando, I don't just do inspections; I go with the mindset of meeting someone's family member on their behalf, carrying a sense of responsibility and mission in my work."
'Special Care' That Captivates Island Residents
The secret to the deep trust Kim has earned from Soando customers lies in her 'special care,' a know-how she has developed herself.
Kim strives to help customers quickly understand the condition of their products and benefit in their daily lives. After inspecting a water purifier, she leaves a detailed guide sheet listing cleaning methods, maintenance tips, and instructions on how to drink water after an inspection. She marks newly replaced filters with red letters to indicate they are new. This is Kim's unique way of ensuring customers can visually confirm that their products have been properly maintained.
Recognizing that many elderly residents live on the island, Kim determined that analog methods, which can be touched and felt, are more effective than complex digital information. Therefore, at every monthly inspection, she creates and leaves a flyer on the customer’s dining table with information about seasonally appropriate products or new releases.
High Job Satisfaction Keeps Her Smiling
Although the schedule can be physically demanding, Kim never loses her smile thanks to her high level of job satisfaction. Coordinators sign delegation contracts with Coway and receive commissions for sales and inspection work, making them independent professionals who can design their own work schedules without fixed office hours. Kim also works about ten days a month, dedicating the rest of her time to her personal life, thus achieving a work-life balance.
Kim said, "I truly love being a coordinator, which makes me work even harder, and I think customers recognize my sincerity and dedication."
For her, service is 'delivering something that remains in the hearts of customers for a long time.' Kim’s sincere approach-considering the customer’s feelings first, responding quickly, and building respect and trust-continues to reach the islanders across the sea.
Kim smiled and said, "I really love being a coordinator. I can adjust my time freely while working, and the more effort I put in, the more I earn."
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