Entrepreneurship is a challenging path, especially for those who choose the road less traveled. Phan Hong Minh, Founder of JupViec.vn, took on this journey when he decided to build a technology platform for domestic services.
A “Startup” Born Out of Empathy for Struggling Women
After spending two years abroad (one year in Asia and one year in Europe), Mr. Minh returned to Vietnam and witnessed the hardships faced by its people, especially women. He encountered many women engaging in tough livelihoods such as scrap trading, street vending, and manual labor. These jobs are heavily dependent on external factors, particularly the weather, which significantly impacts their income.
Mr. Minh further elaborates that during his time in the UK, he wrote an essay on part-time domestic work. At that time, Vietnam had long-term domestic services, but part-time options were scarce. Thus, he recognized the potential for developing a part-time domestic service platform in Vietnam, addressing issues like income instability and harsh working conditions due to weather exposure.
Mr. Phan Hong Minh, Founder of JupViec.vn
The founder of JupViec.vn shares:
“At the time of our startup, the demand was significant, but we couldn’t find customers. When you’re an employee, everything is smooth and provided for, but when you start your own business, there are hundreds of thousands of things to handle.”
“In the early days of our establishment, I assigned each employee to find five customers from their relatives, and we distributed flyers. Those were very basic and traditional steps,”
he added.
Mr. Minh’s reference for learning and sharing with his employees came from a sister working in the hotel industry, specializing in hotel housekeeping. One of the team’s challenging tasks was finding a quality workforce.
“There were many unemployed people, but finding a suitable domestic worker who met my expectations was not easy. I went to dorms and met with cleaners, but 9 out of 10 people thought we were scammers,”
shared Mr. Minh.
Priceless Lessons Learned
Firstly, Mr. Minh wants to impart a profound lesson to aspiring entrepreneurs: “Ride the tiger, but don’t think you’re the tiger.” This mistake is common among those who held high positions in large companies but become overwhelmed when they venture out on their own.
The second lesson is about people management during the startup phase.
“Startups have no money, so we have to hire fresh graduates with no experience. Therefore, our behavior, training, and work methods must also be different.
Before, I used to think that the problem was with them, and I would scold and slam the table. Later, I realized that I was wrong, and the fault was mine. Now I see that young people have their talents and perspectives. I no longer try to ‘make a fish climb a tree,’ and if they don’t listen, I understand it’s my fault. So I try to change the way I communicate to make things easier,”
Mr. Minh recalled.
The founder of JupViec.vn also faced challenges when customers and workers dealt directly with each other without going through the company. This situation stressed him, but he later realized that the company needed to improve. He decided to adjust the app’s functions, leading to positive changes in quality, employee morale, and interactions between parties. This was the third issue his team encountered.
During his entrepreneurial journey, many of Mr. Minh’s customers were friends. However, due to unsatisfactory services, he lost not only customers but also friends.
Navigating the Challenges of Pleasing Everyone
From 2016 to 2019, the company flourished after successful funding rounds. In the current competitive landscape, with numerous apps offering domestic services, Mr. Minh believes that JupViec.vn must focus on enhancing training and human resource management.
Over the past decade, JupViec.vn has served hundreds of thousands of customers, akin to “pleasing everyone.” As a result, Mr. Minh continuously strives to standardize their processes.
For customers who are dissatisfied and rate their services 1 to 3 stars, the company sends personnel to apologize and redo the work. Mr. Minh has personally handled such situations, incurring significant losses but gaining valuable lessons. By seriously reviewing their service quality and implementing improvements, they achieved a remarkable 70-80% customer return rate.
Mr. Minh advises:
“Don’t expect everything to be perfect, but strive for improvement. Each person should have this awareness and continuously innovate.”
Embracing this mindset, Mr. Minh regularly organizes specialized training for JupViec.vn’s personnel in fire prevention, customer service, cleaning procedures, and more to enhance their service quality.
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