Industry Activities
Susana Liow: “Working Environment Upgrade Drives Skyrocketing Service Momentum”
by Tanya Shih, Fastener World Inc.
Gem International Co., Ltd moved into its grand new headquarters completed on May 12th 2015. The company was established in 1996, accredited by ISO 9001:2008, and specialized in exporting fastener machine, screw/nut/rivet sorting machine, conveyor, centrifugal oil cleaner, fastener tooling, screw, nut, and rivet. For the last two decades, the company fetches international purchase orders for Taiwanese fastener players, and recommends the most demand-compliant fastener product from Taiwan to overseas clients. Its cooperative clients come from over 30 countries encompassing Americas, Europe, Asia, Africa, and Oceania. It continues to operate in stable growth.
New headquarters Offers Better Working Environment Integrated with Better Client Service
The 5-story new headquarters sits near the former address, spanning 238 square meters. It took general manager Susana Liow two years from planning to launch. “This new headquarters is completed for two main purposes that complement each other. One is to service our clients; the other is to reward our employees. Looking at Gem International’s 20-year history, we should not neglect the employees’ profession and dedication that bring supplier and client support to the company. To reward them, as a business owner I’m obliged to offer a better working environment for my employees. To service my clients as a supplier, demonstrating more spacious and better environment to my clients will no doubt bring my business to perfection,” says Miss Liow. She believes employees working in better mood will convey better service energy to clients. “The launch of this new headquarters will not just freshen up the industry but also give cooperative partners direct and the best business environment.”
Devoted Professional Exporter with Fully-dedicated Service Attitude in Pre-sale & After-sale
Gem International is dedicated to becoming the most professional exporter. “We stick to candid service attitude both in pre-sale & after-sale, responding to clients’ questions within 24 hours. The meaning of service is to reply immediately before the timing expires.” That is Miss Liow’s famous business motto. The company has sales, quality control, packaging, and accounting departments, which in fact is no different from many other companies. The special part of Gem International is that Liow takes clients’ response very seriously and thinks employees in each department should not be restricted to their job range. The company trains employees into multi-expertise talents to provide clients with one-on-one service and to solve every single one of their questions.
Liow always introduce products to clients in the most professional and objective perspective. “Client royalty is the greatest recognition to our company!” “Once we have a client looking for second-hand equipment. The client wants to run his factory for a very long term, so I suggested him buy a new machine for guarantee on machine life as well as proper cost budget. It doesn’t mean second-hand machines are bad, but I think professional trading is not providing anything at clients’ will without a second thought, but providing the most candid suggestion in clients’ shoes. We will be happy if we see clients enjoy their purchase and use our product with a sense of safety.”
The Outstanding Business Woman Talks on Industry Development
Susana Liow is a talented woman in the fastener industry who speaks fluent English and Spanish and a little German, Italian and France! Her specialty in machinery trade, in particular, is much related to her former sales position at Chun Zu Machinery Industry Co., Ltd. She says, “My intense experience at Chun Zu and my language ability certainly give me a huge advantage. I’m even learning Portuguese because I won’t let any other market slip away from my hands!”
Currently Gem International focuses on foreign investors in the U.S., Europe, and Latin America. Flying across the world for exhibitions, international seminar, and after-sale service, Liow is particularly keen to industry status. She tells us, “Everyone knows about the sweet spot of mature markets, but don’t overlook the potential of emerging markets. Central and Eastern Europe, Russia, Africa, Central Asia, and the Middle East are coming with optimistic prospect. There is no need to ask for too much, but a few critical buyers in every market is already enough.”
Speaking of industry improvement, “Spontaneous R&D in machinery and equipment factory is very important. If you continuously improve materials and functions, you will gain clients’ orders. Simply put, you have to ‘elevate the level of standard machines’. In addition, tools quality and management is fairly important, too.” That is the way machinery trading is. Risks may come from equipment quality and clients. Therefore, “Breakthrough in every year to come; Service to every heart’s content” are the very two goals for Gem International laser-focused on being the most professional fastener equipment exporter on earth.
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