Service upgrade and service competition in the home furnishing industry

Service Upgrade 1: Commitment to "zero delay" in delivery and installation

With the continuous improvement and improvement of the overall service level of the industry, a new service problem has been emerging in the past two years. According to statistics, among the consumer complaints received in the past two years, complaints pertaining to quality and environmental protection issues have gradually declined, while complaints on delivery and installation (especially customized products) have risen sharply, even accounting for all complaints. More than 60%. The problem is mainly manifested in the following aspects: First, the delivery time stipulated in the contract has been delayed, and the longest has even been delayed for half a year; Second, the installation time is not guaranteed, especially the customized products are rarely completed in one time. Installation; Third, the etiquette training of delivery installation workers is not enough, and the service attitude needs to be further improved.

In order to solve these troubles and troubles in the process of installing a house for consumers, the home actually took the form of "zero delay" service commitment officially launched on March 15 this year. The so-called "zero delay" means that all furniture and building materials merchants operating in the actual home must complete the delivery and installation tasks within the time agreed in the contract, otherwise they will be liable for breach of contract, that is: every day of the delay is 6 %. (Original 3%.) Payment of damages to consumers; more than 15 days (original 30 days), consumers have the right to terminate the contract, in addition to returning the consumer ’s payment, the merchant must also pay 30% of the payment (original) 20%) Compensation for liquidated damages. Actually, Home assumes the obligation to pay in advance for this commitment, and in management, in addition to developing special software on the ERP system, tracking and monitoring the delivery and installation of merchants, it also formulated delivery and installation service standards, requiring each manufacturer , Merchants strictly follow the implementation.
Service upgrade 2: establishment of decoration subsidies

In March, Chengwai Home Furnishing Plaza set up a "million yuan decoration subsidy" to help 100 families renovate their "model room" style new homes. It is reported that before March 30, the top 100 consumers who choose to settle in five home improvement companies, such as Longfa, Jinzhao, and Shichuang, will receive a 10,000 yuan decoration subsidy from Chengwaicheng. With the whole-process supervision and VIP service, we have decorated our home into a "model room" with excellent quality. To this end, Chengwaicheng paid direct decoration subsidies of RMB 1 million to these 100 consumers. Liu Yang, deputy general manager of Chengwaicheng, introduced that consumers can use the SouFun website, Chengwaicheng official website and event hotline to forecast names, so as to receive a gift package worth thousands of dollars. When consumers bring the floor plan and the Longcheng station After five companies, such as Fafa, Jinzhao, Shichuang, Intercontinental Hongda and Yijia Weiye, signed formal contracts, they became the object of the out-of-city decoration subsidy.

Service upgrade 3: start the year-round parity tour

On the eve of "3 · 15", Ouhua Shangmei International Home Plaza, a subsidiary of Oriental Homeland, and more than one hundred furniture companies signed the "Integrity Management Commitment", which provided consumers, consumers with quality, commodity prices, operating behavior, and service attitudes. The market makes a commitment. The store manager also promised to insist on "being the sincere person and selling the sincere product". From the perspective of the choice of production enterprises and the introduction of commodities, it will be checked and inspected layer by layer, and employees and manufacturers will be encouraged to be honest and sincere. In addition, Ouhua Shangmei International Home Plaza strives to be a "home furnishing mall that people can afford", and has begun to implement a parity strategy: for the first time, it will try to buy furniture exclusively.

Service upgrade 4: "Moving service" refreshes service standards

While many merchants are promoting the quality of products and services during the "3 · 15" period, China's largest home store brand, Red Star Macalline, has set its sights on those who need to replace home decoration or furniture supplies, using "moving services" Refresh service standards. It is reported that Red Star Macalline has 10 stores in the three municipalities of Beijing, Shanghai and Chongqing. At the same time, it has launched a "non-changeable red star Macalline 100 million home upgrade subsidy plan" to move people's hearts with "moving services" and let One million households received funds to improve the home environment, thereby improving living quality and living standards.

According to reports, as long as consumers call the nearest Red Star Macalline store, a special service evaluation team rushes to the home to evaluate the service life, damage status, environmental protection indicators, etc. of the original furniture, and then distribute the corresponding amount. Subsidy voucher. Consumers can use the subsidy voucher to buy furniture products at the Red Star Macalline store, and they can directly offset the cash. In Beijing alone, there are 100 Red Star Macalline service groups. Consumers can call the nearest Red Star Macalline service phone to enjoy on-site services.

Service Upgrade 5: Standardize home improvement construction wiring

Most of the additions in the home improvement process come from the wiring of waterways and circuits. In order to improve the overall level of indoor wiring in domestic rooms, and provide interior decoration households with efficient integration, safe and practical indoor electrical and intelligent design solutions. On the eve of "3 · 15", Dongyi Risheng, Yefeng, Kebao, Yuanzhou, Kuoda and other influential mainstream home improvement design and construction companies in China, together with the National Industry and Commerce Federation Home Improvement Committee and the International Copper Association China National Home Appliances and Intelligent Cooperation Alliance, and promised to the society: in a responsible attitude to home improvement consumers, scientifically guide home improvement consumption, home improvement design and construction, to ensure the efficiency, safety and convenience of household electricity. Including drafting "Guiding Opinions on Electrical and Intelligent Design Specifications for the Home Improvement Industry", carrying out industry training and certification, etc., and conducting a series of public welfare promotion activities of "Electrical Safety at Home" for consumers through cooperative media.

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