In the past ten years, China's sanitary ware industry has developed rapidly, but as a big country in the world's sanitary ware production, it has not been internationally recognized. In addition to technical defects, it is also related to the immature "after-sales service". On the occasion of the annual 3.15 Consumer Rights Day, the sanitary industry is also inevitably playing a "service" battle.
The after-sales disputes in the bathroom are endless
In recent years, the competition in the sanitary industry has intensified, and the after-sales disputes between consumers and businesses are also endless. On March 9, Ms. Zhao called the media and told her faucet for five years. In April 2008, Ms. Zhao’s faucet installed in her home had a quality problem in less than two months, and she repeatedly asked for repairs.
Ms. Zhao’s experience is not a case. In November 2013, Mr. Li of Shanxi Province moved into a new home. One day in December, Mr. Li’s shower room exploded, the tempered glass shattered, and the doorknob fell to the ground. The merchants blamed the “self-detonation rateâ€; on December 24, 2013, the citizen The lady bought a bathroom cabinet and it took less than 10 days for the bathroom cabinet to burst. After the incident, Miss Wang called the business phone, but the merchant did not ask... Whether the product itself had quality problems or accidents, the attitude of the merchant was chilling.
Business blame, difficult to do after sale
Nowadays, more and more sanitary wares lament that it is difficult to do after-sales. On the one hand, many sanitary ware companies do not have a complete after-sales system. If there is a problem, the product needs to be “returned to the factoryâ€. This not only increases the after-sales cost of the merchant, but also consumes the patience of the consumer on the other hand; It is also slow to deal with problems with merchants. When encountering disputes, choose to "reject".
"Self-explosion rate", "Please look for manufacturers", "I have nothing to do with us"... When problems arise, many businesses are not the first to stand up to deal with problems, but are busy drawing clear boundaries. It is understood that the "three-thousandths of self-detonation rate" argument is the data of a French consulting company's investigation report, but it has gradually become the reason for the business to blame.
The decline in service quality is worrying
Recently, some media conducted corresponding investigations on the status quo of after-sales service in the sanitary industry. The results show that the average service of the sanitary industry in 2014 was 66.57 points, which was nearly 13 points lower than the 79.4 points in 2013. In addition, many companies have opened after-sales hotlines. However, the call completion rate dropped from 86.67% in 2013 to 73.33%, either no one answered or unable to connect. From this point of view, for the "difficult after-sales" problem in the sanitary industry, businesses and enterprises have an unshirkable responsibility.
Summary: "After sale" is a competitive weapon
Today's sanitary industry has changed from a seller's market to a buyer's market, and "service" has become an important factor for consumers to purchase products. Therefore, businesses not only have to fight for quality, but also to fight for services. Indeed, with the increase in labor costs, the cost of services is also increasing. Under the pressure of fierce competition, companies are also quite helpless. However, "service" has become a weapon for competition between security enterprises. It is an indisputable fact. In the case of comparable product quality, winning is often a business with excellent service. In this regard, the merchant should clarify the service subject and fulfill the commitment. The quality has passed, the service is in place, and the credibility will increase. It has won the trust of consumers and, to a certain extent, won the space for development.
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