With the transformation and upgrading of the national economic structure, the service industry has become China's pillar industry with an absolute advantage of more than 60%. It can be seen that our national economy has been in the era of service economy, residents' daily life tends to be more convenient, which deepens the importance of service in residents' life, and the society has gradually stepped into a service-oriented society.
The rapid development of service-oriented society has also driven the rise of a number of service-oriented enterprises. In various fields, a number of enterprises with service as the core competitiveness have emerged. After consumers buy the product, make the service become the value-added item of the product, increase the expected value of the product in the eyes of consumers, and improve the competitiveness of the product in the same industry.
Taking the home decoration industry whose services are lagging behind as an example, many home furnishing enterprises begin to seek or explore productization or branding of services to enhance brand trust with internal service level.
And the home improvement industry wants to win more consumers, practitioners must constantly explore the inner needs of consumers, start from the perspective of consumers, take the initiative to stand in the perspective of consumers to consider the problem. Take Huannai Home Furnishing, which operates more than 40 household brands and has more than 1800 offline stores, as an example, how to unify service standards and realize service branding? This has triggered deep thinking within the enterprise.
As Beijing Hua Nai home furnishingline home consultant Liu Xia, met such a customer. In September 2016, Ms. Jiang ordered a batch of ceramic tiles in the Marco Polo Daxingju Store in Beijing. The day before the goods were to be delivered to her home, Ms. Jiang called and told her that her child was going to study abroad, and her family had temporarily given up the decoration plan. She wanted a full refund, because her family would have to face the high tuition fee of 400,000 yuan a year. Although Liu Xia has been discussing with Jiang about revising this scheme for half a year, and a sudden return will make all the hard work in vain, every parent will try their best to fulfill their children's dreams. Therefore, Liu Xia not only expressed her understanding and even support for Jiang's approach, hoping to have more opportunities to cooperate in the future.
Two months later, Ms. Jiang called again to say that the child would not go abroad, and that the home continued to decorate, not only brought a friend but also ordered two more house tiles.
In Liu Xia's opinion, no matter whether the order is completed or not, it is necessary to leave a good impression on consumers. Each household consultant represents not only an individual, but also the image of an enterprise. To make customers feel that the professional quality of practitioners in the whole service industry is very high, service can become the competitiveness to retain people's hearts.
In the service sector, the list goes on and on. In Xingtai, Hebei Province, Zhang Shasha, a household consultant, took the initiative to help customers monitor the construction progress after work every day. When she learned that a customer had a problem with protruding lumbar disc, she took the initiative to ask for folk remedies for the customer, which moved the customer very much. Zhang Shasha treats customers like family members. Whenever a customer raises a question, she will reply immediately and answer it patiently without neglect.
In their eyes, for customers to decorate a good house is business, for customers to decorate a good home is service.
Compared with similar products, the service with temperature is more able to let consumers recognize the enterprise's pay. Relying on service as its core competitiveness, the home decoration industry should not only open up all sales links to serve consumers, but also extend the tentacles of service to the details of the service process to provide more impressive and warm services.
