This is an era of service victory. However, the current situation of domestic after-sales service is worrying. As a result of unsatisfactory after-sales services, there are many cases of product sales and brand “bankruptcy”. How to do a good job of after-sales service has become a major problem that puzzles many companies. In Western developed countries, as the rule makers of service markets, the purpose of government participation in the market is to protect consumer interests and create a more competitive market.

Buying a new home in the United States will have one option: the roof. U.S. rooftop manufacturers are very technical: 15 years of warranty roofs will generally be bad by 16-17 (not just 15 years bad, there is a certain lag), forcing you to replace, because in a mature market, The source of new business comes largely from replacement. A friend's roof was broken in less than 15 years. After a long time, the invoice was gone. Then he saw the logo printed on the roof and found the manufacturer.

The solution given by the manufacturer is simple: I'm sorry to say that we have been able to use it for 15 years, but it has not done so. It has caused a lot of trouble for users. Now we will give you a new roof with a 15 year warranty.

There is nothing to say about the end of this matter. It is just that the roof manufacturer is willing to do more to meet customers: to find out why the roof does not take 15 years, to give the user a fact-based explanation. . After some careful examination of the replaced roof, the answer finally came to mind: The climate in the north and the south is very different and it is different for the roofs of the two places.

Because companies have to keep their scrap time tight, they can guarantee that they will spend 15 years in the south, but they will not be guaranteed in the winter snow in the north. And the company discovered that the roof used in the northern house was actually the southern batch? This is a major negligence 15 years ago! As a result, the company further reviewed all the rooftops of the community and found that the 15-year warranty roof lot number was all southern, that is, under the same weather conditions, the roofs were almost going to be in trouble. In the end, the company completely replaced the new roof for the residents here.

This is an obvious mistake made by the company, but it should be said to be very beautiful. Comparing friends may say: The roof is infrequent consumption once every 15 years. Although the company's handling is good, I am afraid it will be difficult to win the same customer after 15 years. The expenditure will certainly not be recovered, but only won. The brand reputation, but lost a lot of profit, is not the case: First of all, this group of customers have friends and relatives, this is a word of mouth. Second, if the relocation of some customers, there will be another chance to buy a roof. The next time they choose or recommend the majority will be this roof-top production company, isn't it?

The German Volkswagen automobile has a saying that for a family, the first car is sold by salesmen, while the second, third and even more cars are sold by service personnel. The essence of service is sales. So, do our domestic service providers have such an idea?

Now, the after-sales service of products has gradually become a hot spot for every floor brand, because it directly relates to the establishment of a brand image and relates to the survival and development of a company. At the same time, almost every floor brand has issued such a lament that after-sales service is difficult to do, and the requirements of customers are getting thinner, higher and higher, and more and more.

Even if it is difficult, you must do it! Because of the lack of after-sales service, the products you sell are not a complete product. An incomplete product has no outlet in the market. How to make after-sales service the basis of continuous trading, we need to understand four points:

1. The basic meaning of the term "idea" is: The image of an objective thing left in the human mind generally refers to the person's knowledge of things. A person’s concept directly influences his behavior and is the ideological basis for a person to act for others. As a directly engaged after-sales service staff, we must put our after-sales service on a certain height. Practice has proved that it is no exaggeration to place after-sales service work at any height in today's extremely fierce market competition.

2. Perspective “Perspective” refers to the perspective of looking at a problem and seeing things. We observe a thing from different angles, and we all see different scenes. Therefore, we should consider the problem from the perspective of the customer more often and treat the customer's problem as its own problem. This is also the empathic thinking we often talk about. Empathy is one of the most effective ways to improve the quality of work.

3. Commitment In the fierce market competition, every floor brand and every agent has resorted to attracting users to reach sales. Commitment to customers is an effective means to increase the competitiveness of products, such as promises to extend the warranty period to customers; promise to present gifts to customers; promise customers to install and repair for free.

In the actual after-sales service work, many customers complained that the promises made by the manufacturers or agents to the customers could not be honored. This requires that we must take into account our actual situation when making commitments to our customers. We must not say that exports differ from their own actual conditions and capabilities. Commitments must be guaranteed!

4. Win-win situation We know that the purpose of after-sales service is not only to meet the service needs of users after purchasing products, but also to collect customer opinions and suggestions to improve the quality of products. We solve every problem for our customers, and we It has also been correspondingly improved; for every additional satisfied customer, the market foundation of our products is more stable.

In other words, it is not only the customer that ultimately benefits in the entire after-sales service, but also the manufacturer and distributor. Good after-sales service work effectively solves user problems, while shortening the distance between production companies and distributors and users, so that the brand image of production companies and dealers continues to sublimate.