Browse 8 home decoration related websites, install 3 home decoration related apps, browse nearly 300 home decoration information pages, actively browse relevant information on the Internet for 40 days, offline contact 2 decoration companies, related calls 7 times, a total of more than 2 hours of communication, go to the building materials market 5 times, 30 kilometers round trip, the above is the average "cost" of consumers to complete a decoration. Nowadays, for consumers, decoration has become a "sweet burden".
Due to the low market entry threshold of home improvement industry, a large number of unqualified operators or even "guerrillas" undertake home improvement business. Some operators lack integrity, or solicit customers at low prices, or disorderly competition, and uneven service quality, which not only seriously affects the consumer quality, but also damages the legitimate rights and interests of consumers.
October 27, the China Consumer's Association issued decoration complaints special report, through the first three quarters of this year decoration complaints analysis, showing seven "pain points" in the home improvement market.
One is the lack of technical strength of the home decoration company, the design and construction is not in place; Second, the construction quality is poor, consumers suffer property losses; Third, some companies evade responsibility, the contract terms are vague; Fourth, misleading consumption; Fifth, unauthorized additional items and excessive charges; Six is the delivery time or do not fulfill the delivery commitment, no guarantee after sale; Seven is the unlicensed operation in the process of sales, counterfeit infringement, and this one in the China Consumer Association published complaint cases more than 60 percent.
Tired heart is not only consumers, more home decoration enterprises are also doing their best to hope that with high-quality products, intimate service to impress consumers, really solve their pain points. In the transformation and upgrading of the home improvement industry, branding and standardization are influencing more and more enterprises to participate in the process. They take consumers as the center and launch one-stop home improvement solutions to meet their needs. At the same time, service standardization has become the way of differentiated development of various enterprises.
Nowadays, going to building materials city has become a kind of enjoyment. Compared with the previous years, this comfortable is mainly because many enterprises began to improve their service awareness, so that consumers can really sit in the store to buy their favorite products. Huanai Home Furnishing is a national home furnishing enterprise with more than 1800 stores all over the country. Nowadays, when you buy products in its stores, you can enjoy the "glass of water" service within three minutes after entering the store. Don't underestimate this glass of water.
Due to the differences between the north and the south and the regional culture, this kind of service will also be adapted to local conditions. For example, in Guangzhou, the hot summer lasts for half a year, and the temperature will once exceed 40 degrees Celsius. Therefore, in summer, the home furnishing consultants of Huanai Home Furnishing Guangzhou sales area will specially make red bean pearl soup, health flower tea and other summer drinks at the bar of the store for customers to drink, so as to eliminate the summer heat for customers. Every customer entering the store will enjoy the same service treatment no matter whether the transaction is made or not. It is these unique services that make the reputation of Huannai Household brand continuously improved among consumers.
However, for the whole home improvement industry, service standardization is constantly upgraded, but uneven service differences still exist in large numbers, or will let consumers spend more energy to identify the decoration of the "trap", have to stare at the construction site, personally buy building materials, as large as ceramic tile, toilet, small to a switch a screw.
Although it is a proposition to be solved how home decoration enterprises can truly "circle fans" consumers in the future, the example provided by Huanai Home Furnishment may be a good answer.
