Furniture on-site service test corporate credibility

At present, the door-to-door service of furniture companies mainly includes three aspects: sales service, delivery service and after-sales service. Sales service and delivery service are provided in the early stage of consumers' purchase of products, providing them with free on-site measurement, design, and delivery installation. The after-sales service covers the maintenance, commissioning, maintenance, maintenance and exchange of products. If sales and delivery services are things that companies must do to sell their products to customers, then after-sales service will test the company's commitment to consumers.

Store

Sales staff do not know much about on-site service

When buying furniture at a store, consumers can usually get a detailed understanding of the features and advantages of the product. So what kind of introduction will the salesperson provide to the consumer about the on-site service? With this question, the reporter came to the home store.

After visiting a number of furniture brand exhibition halls, the reporter found that few sales personnel took the initiative to introduce the door-to-door service. After being questioned, most sales people only told reporters about the brand's furniture warranty and maintenance period. For those problems in the product, they can provide on-site service and whether they charge home-based fees. Most of them can't answer, indicating that this requires consultation. After-sales department. When the reporter indicated to a salesperson of a brand that he would like to know the details of the after-sales service and ask her to provide the corresponding phone number, the other party said that unless the product of the brand was purchased, it could not be provided, but it can be found online.

enterprise

On-site service for more feedback

For furniture companies, a good and perfect on-site service business is a booster for brand growth. Through on-site service, companies can more directly understand the problems encountered by customers in using the products, and get the most targeted feedback in time, which is very helpful for the future product design and service. In order to provide consumers with more satisfactory on-site service, some furniture brands have also launched related activities. The reporter learned that in addition to answering the questions raised by consumers, some companies provide free on-site maintenance, debugging and maintenance for users to help them find and solve product use problems in a timely manner.

consumer

Pay great attention to after-sales service when purchasing

Ms. Wang, a consumer, has encountered such an annoyance: the sliding door installed in the home has had problems when it was used. When calling the factory for repair, it was ignored. It was this experience that made her believe that “buying furniture requires buying a good after-sales brand.” For consumers, using furniture is a long time. If the furniture is broken, there are people who have problems. If you have problems, you have to ask questions. They are the most important aspects of them.

In order to more intuitively understand the door-to-door service of the furniture company. Recently, the reporter followed the on-site service team of Qumei Furniture and went to the owner's home to find out what projects are included in the “home service”.

On-site live

Ms. Wang lives in a neighborhood near Shuangqiao in Chaoyang District. Three years ago, recommended by friends, I bought a set of solid wood furniture, including sofas, dining tables, wardrobes, low cabinets and other products. Since it is currently in the winter, in order to better maintain these furniture, Ms. Wang put a basin of water in every room at home to prevent the furniture from cracking. At this time of the year, she will contact the furniture company for on-site service and professional maintenance of the furniture. On November 19, Ms. Wang called and set the door-to-door service time on December 1.

In the afternoon, Master Li and Master Yang of the on-site service team came to Ms. Wang’s home in overalls and carrying kits. In order not to soil the owner's home, they put on a prepared disposable shoe cover in advance. After entering the door, it began to maintain the low cabinet in the foyer, the wardrobe in the bedroom and the TV cabinet in the living room.

Ms. Wang told the reporter that these three times, please ask the company to carry out on-site service, and did not charge for the service. The reporter also learned from the enterprise that the current Qumei provides free sales service and delivery service; after one year of product ordering, the after-sales service is free under non-human damage. If someone needs to replace the parts for damage, the cost of the parts will be charged. . After the product is sold for one year, the company will provide free on-site service such as debugging furniture, sofa finishing, solid wood furniture maintenance, etc. If you need to replace parts, only the cost of the replaced parts will be charged.