Unforgettable Memories of a Culture of Compassion
A simple yet profound story of BIDV’s culture of mutual trust and its relationship with customers over 30 years ago.
In business operations in general, and banking operations in particular, capital is arguably the top priority. Only with ample capital (plenty of resources) can one build strength, expand various types of operations, and “sell” more products to help achieve high efficiency.
In banking operations, relationships are of utmost importance—relationships between the bank and the government, between the bank and businesses, and among banks within the system... and BIDV leaders across different eras have often referred to this as “customer policy.” I only recall “unforgettable memories” from my interactions with customers; I dare not analyze this broader topic.
In mid-1995, I was serving as Director of BIDV Dong Anh, a branch under BIDV Hanoi. At that time, capital mobilization was the top priority. Although it was only a second-tier branch, BIDV Dong Anh’s operational revenue was nearly equal to the combined revenue of BIDV Hai Phong, the Dong Anh Branch of the Agricultural and Rural Development Bank, and the Dong Anh Branch of the Industrial and Commercial Bank. After several years of smooth sailing, in early June 1995, BIDV Dong Anh lost 6 billion VND in capital from Electric Construction Company No. 4, our largest client in the eastern Hanoi region. We had been lending to them for years to fund the construction of 500 kV ultra-high-voltage power lines (the section in the Central Highlands). After repaying its bank debt, Electric Construction Company No. 4 still maintained regular deposits of nearly 100 billion VND (a figure that was enormous at the time). At that time, capital mobilization from small and medium-sized enterprises was negligible. Many businesses primarily borrowed funds, while their deposits typically ranged from a few dozen to a few hundred million VND, or even just a few million.
During my time as director of BIDV Dong Anh, not a single customer had ever left the bank; therefore, this incident caused me great anxiety. I tossed and turned all night, unable to sleep, wondering why the company had transferred 6 billion from BIDV Dong Anh to the Dong Anh Bank for Agriculture and Rural Development and whether there was a risk of further transfers.
Upon further investigation, I discovered there was a collusion between my team and the partner bank. At that moment, I immediately thought of ways to rekindle the customer relationship with Electric Construction Company No. 4, which had endured decades of hardship and difficulty. The director of Electric Construction Company No. 4 was Mr. Pham Van Chau, originally from Nghe An Province, who had served as principal of Soc Son Vocational School of Electricity for many years.
One Saturday evening in June, I brought a bouquet of flowers along with a poem I had written myself to his home in Ba Dinh District, Hanoi, to present to him. The poem reads as follows:
| I will always remember you, Mr. Chau Oh, Mr. Chau, how could I ever forget Those endless years of hardship Those years of scarcity—no rice, no money Those years when the company was in turmoil I will always remember the day I met you Your hair was still black, your eyes so sharp You were as sincere as in the days of the resistance Your smile opened a heart of kindness Now, years have passed Life fades, but the soul remains young We still live as if Uncle Ho were here We still live with a heart full of passion Chau, how can I ever forget You, Hieu, Brother Lưu, Brother Lãm, Brother Đàm Eating cassava, borrowing from the bank to generate electricity Living on a worker’s wage yet life moves forward Through difficult times, we stood together Wages were low, yet we held our heads high Life is noble because of a sincere heart Through life’s hardships, we endured thorns and tasted honey Surely you’ve seen “The Power Line to the Đà River” Company 4 joined forces with the Construction Bank ; Company I awaited the “source” and generated power. Bare-chested, we braved the deep waves. O glorious shore, who built the bridge? Simple, simple, with a beginning and an end. With every step upward, we wish each other victory. What hardship can replace our hearts? Who would have thought a bank would go into business ? Whether interest rates are low or high, who knows the toil ? How fortunate to have you, my dear friend. Through our long-standing bond, we understand each other better . These few verses I send to you : Life remains fresh, the sky remains clear. I hope you remain true to your word and duty. I hope you never have to part ways. Today , this is still like a letterto any other bank. Your eyes are sharp, your complexion rosy. You are Chau, you are the director . Though times may change, you remain Chau |
After sending the poem to Mr. Chau, the very next Monday he instructed Chief Accountant Nguyen Van Thuc: “From now on, do not transfer funds from BIDV Dong Anh to any other bank; don’t let Mr. Tuan blame us.”
The story is just a matter of funds—a poem—but to me, it’s an unforgettable memory. Even now, it remains relevant because we’re still implementing our customer care policy. After all, most of our customers still value loyalty. When they stop thinking about that loyalty, that’s when they leave.
N.D.T
Hanoi, December 16, 2011
 |
*Former Director of BIDV Hanoi
