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  “Let’s take the yellow one,” said French friend, Martin Dubois, when being picked up at the Tan
  Son Nhat airport. Martin was visiting Vietnam for the first time, so he wouldn’t know much about
  Saigon or even taxis in Saigon, I suppose. Maybe, he just like the colour. “You like yellow, don’t
  you?” I asked, trying to confirm my thoughts on this matter. “No, not particularly. But take the
  Vinataxi,” he said.

  It turns out that there was something behind his choice of taxi at Tan Son Nhat, his mother and
  sister recommended it to him. “My mum visited Vietnam two years ago and she took Vinataxi at
  the airport by chance, but she was so impressed. She told me that the young driver who drove
  her to the hotel was very polite, helpful and professional. He helped them to open the door and
  load in their luggage, and politely gave them a lot of advice about the city during their trip from
  the airport to their hotel. She told me to take the taxi as it would be good for me in a strange
  country, and for the company,” Martin explained.

  This is the kind of reputation Vinataxi has with its customers.

  But success did not just fall from the sky. It is the result of hard work undertaken by the
  company’s management team to differentiate Vinataxi from the tens of other taxi companies.

  Since its establishment in 1992, the company has put training at the top of its list. “We believe in
  the great importance of training drivers, as well as our staff, on how to professionally serve and
  care for the needs of our customers,” said Chia Chuen Huei, director of Vinataxi, adding that the
  concept of customer service, being new to Vietnam, needs to be well ingrained in every driver.

  But training is just one part of their job. Everyday, Vinataxi rigorously it drivers to ensure that
  they are strictly following the company concept of “customer care”. Those who don’t follow the rule
  receive warnings or face fines. “The company’s leadership applies hands-on management style
  to motivate drivers to serve and care for the customers with heart, and is always ready to lend
  them a hand whenever they need any assistance,” Chia said.

  With no complaints made from even a single customer last year, the result of their work is clear.
  “Our drivers now know how to serve their customers. They are more in tune with the concept of
  fulfilling customers’ needs and wants, rather than what is more advantages for the drivers to do
  instead,” proud said Chia.

  Chia happily sits in his office at Tan Binh Processing Zone, however he does not just rest on the
  success. On his desk lies a new project proposal for the launch of new cabs (including 7-seaters),
  that will replace the old cars, and for the expansion of the fleet and network of pick-up points.

  Chia looked out of the window. It was raining outside and people were anxiously waiting for a
  good cab in this weather. In his office, Chia was anxious about finding an even better way to
  serve his customers. “We will continue to strive for excellence,” Chia said after looking out onto
  the street for a while. With Chia’s determination, they could surely improve their already high
  quality service, because they care about their customers.

                                                                                                         By Nguyen Thanh   
                                                                                                                                         From the Guide 2005