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%. From this, we can see that our national economy is already in the service economy era, and people's life is increasingly service-oriented. No matter big or small things in daily life can be handled relying on the service industry. 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, break through consumers' psychological expectations of the product, 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.
From this, we can see that the services provided by enterprises should no longer be counted by the number of times, but should be able to provide consumers with long-term desire to be served as a driving force. Only by being valued and respected in the process of consumption, absorbing and accepting the opinions of service personnel, can they have a say on the products they consume and become the real "God" of opinions, which will enable consumers to develop long-term and stable consumption habits.
Nowadays, the service industry has become the tertiary industry, and the people's increasing consumption needs all need "service" to finally complete. The essence of service is to meet the needs of consumers to the maximum extent, and the present service should be created by the enterprises in the service industry, guide consumption, and provide more high-level and high-quality services to consumers on this basis.
