Due to the low market entry threshold of home improvement industry, a large number of unqualified operators or even "guerrilla" contractors for home improvement business, some operators lack integrity, or low prices, or disorderly competition, uneven service quality, not only seriously affect the consumer quality, damage the legitimate rights and interests of consumers, but also cause consumer complaints.
Disorderly management, a one-off deal
After more than 20 years of development, home decoration industry from the initial guerrilla decoration form, gradually to the direction of branding, standardization evolution. However, big but not strong is a common problem in the home furnishing industry. As early as 2009, China's home decoration industry has entered the trillion-dollar output value club, but no one can become the industry leader. More than 150,000 enterprises are still "guerrillas".
Take Shanghai as an example, in the past few years there are scale, grade professional decoration companies only bear 35% of the business volume, the remaining 65% are in the hands of "guerrillas", these "guerrillas" have no decoration qualification, two no construction personnel on the job license, three no business license, pure win at low prices. "Guerrilla" and "miscellaneous army" market dominance, resulting in as many as thousands of complaints every year, so that the whole household industry in the eyes of consumers word-of-mouth decline.
Disorderly operation, the status quo of a hammer trading in recent years with the "regular army" home furnishing enterprises to accelerate branding, standardization strategy greatly improved. More enterprises have been to the whole house customization, everyone's home, intelligent manufacturing, new retail direction, and customer-centric launched a series of home decoration overall solutions, gradually won the recognition and trust of consumers.
Consumer concerns
For ordinary consumers, they are usually concerned about construction quality, cost, after-sales service and environmental protection. With the improvement of consumers' income level and the change of consumption consciousness, more and more consumers begin to pay attention to decoration consumption, and from the pursuit of cheap or cost-effective, began to pursue quality and personalized transformation. Because consumers have their own subjective tendency and control over the decoration scheme, that is to say, the final result of the home decoration scheme is the product of the communication and interaction between consumers and designers according to their aesthetic consciousness, living concept and lifestyle demands, so generally speaking, consumers are more concerned about the design of home decoration.
At the same time, at the present stage, consumers have put forward higher requirements for the service ability of household enterprises. From pre-sale, sale to after-sales, every link is the most concerned pain point of consumers. According to authoritative statistics, consumers need to complete a decoration related communication at least 35 times, which virtually increases the time cost of consumers. How to provide good service for consumers, let them save time and effort, the test of many home furnishing enterprises.
Zhao Wencai in Taiyuan, Shanxi Province, renovated a new house in 2016. Before deciding to buy a new house, he visited a tile shop of the same brand for five times. Although each time the store consultant of Huannai Home Furnishing would explain it to him in detail with their professional knowledge, the psychological fear that he did not understand the decoration and fell for it still consumed a lot of his energy.
But let Zhao Wencai did not think that the decoration experience completely subverted his inherent cognition of home furnishing enterprises. The design scheme had been completed before the purchase, and he basically did not participate in the following paving and pasting process. He only relied on the home furnishing consultant, foreman and tiler to communicate with him, and such communication would be carried out every day in the whole paving and pasting process. When there is a problem, the home consultant who serves him has repeatedly gone to the tile processing plant and the construction site to deal with it.
When Zhao Wencai business trip back acceptance, can not help but sigh this decoration choice is quite wise, "big brand is really good, have your service really rest assured." After the decoration, he elaborately made a thank you flag for his service, Wang Yeqing of the Taiyuan sales District of Hua Nai Home.
Ordinary consumers like Zhao Wencai value not only the product, because of the worry about the decoration time consumption, they can provide what kind of service can be said to be the most important. In recent years, Zhao Wencai chose Huanai Home Furnaces, which understands the pain points in the hearts of consumers, regards service as a kind of culture and brand, maximizes service in the whole process of sales, at the same time introduces a one-stop solution to meet the needs of consumers, and uses service to solve the problems that consumers are most concerned about
