ABSTRACT
MCI is a globally integrated company that helps companies, governments, and associations bring people together to create meaningful connections and provide professional event service to various conferences, seminars or board meetings. Beginning my job as a team lead for Johnson & Johnson two years ago, I mainly focused on providing professional conference/meeting services to our customer. Today I would like to tell you a story about a drop of water. It might be something that you are indifferent to, or something you may ignore even if you are aware of it. From my point of view, it is something crucial that might determine the final success. Once I served for Johnson & Johnson regulatory meeting in China in March 2012. When a waitress served water for the Johnson & Johnson staff, a drop of water fell on the table. My first response would be to
Richard Liu
quickly and gently wipe it away. In my opinion, it is not something related to hygiene only, but it is something that may cause problem; for instance, it may spoil the customer’s important documents or it may lead to the breakdown of the customer’s e-products. To provide professional and best service, it is required that people always pay attention to detail.Do you think it is a very minor issue? You may remember an interesting instance in the movie Mission Impossible. When Tom Cruise hangs down to take his mission target, a disc with top secret data, a drop of sweat trickles down. In that essential moment, Tom stops what he was doing and makes an attempt to trap the drop of sweat. If the drop of sweat touches the desk, it will raise an alarm and the mission would become impossible to achieve. To me, a drop of water is, to some extent, what a drop of sweat is to Tom in the movie.As explained by Johnson & Johnson, in regulatory work, we need to pay attention to detail. The above story may explain what the right attitude to provide service to the customer should be. Sometimes, a tidier dossier will make product registration quicker !
