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Must meet the "first demand" (needs that are prone to complaints), strive to meet the "second demand" (the needs of customers looking for products), and actively develop the "third demand"(needs that surprise or move customers). When several requirements occur at the same time, they should be carried out in order of priority.

The standard of quality service:
to meet the popular needs of customers; to meet the valued needs of customers; to meet the needs of customers to find products; to meet the needs of customers to be understood.

The six-character policy to provide customers with personalized services (surprise customers): the key to search,ask, listen, see, think, and use.

Four before meeting customer needs:
predict customer needs before the customer arrives; meet customer needs before the customer speaks; resolve customer complaints before the customer is unhappy; give the customer a surprise, before the customer leaves .