How to deal with it? Environmental protection, delivery trust crisis

The decoration is complete and full of joy. With the hustle and bustle of your home, walk through the beautifully decorated stores to pick your favorite furniture. While enjoying the beauty of the home style, at the moment of signing the name on the contract, a series of easily overlooked questions remind consumers to pay attention. Even if there is a meticulous service in the home shopping guide, the furniture is moved to the home, and it has to be used every day, and it is worn every day. Therefore, from the whole process of purchase, installation and after-sales, we must pay close attention to it. Let us look at the experience. The buyer's experience, listen to the recommendations of the brand sellers.

[Furniture purchase stage]

â€œPlate environmental protection and furniture deliveryâ€ is the most popular in the peak season.

According to a survey conducted by Beiqing Daily, over 80% of the respondents did not believe in the environmental protection grade of the board; over 80% suffered a delay in delivery of furniture. The reporter visited the local store, and random interviews found that the first time the decorators were most worried about environmental protection issues, and the owners who had experience in decorating all said that the decoration in the peak season is easy to encounter delivery delays and installation problems.

1. Environmental trust crisis

Among them, 86% of the respondents did not believe in the environmental protection level promoted by the panel furniture business. Although 29% of respondents fully trust brand furniture to represent better quality, 71% of respondents still question this. Regarding the investigation of this article, the reporter asked several customers who have been renovated and are renovating. Most of this concern stems from the layout of the exhibition hall: â€œEven if the sample furniture in the exhibition hall is placed for a long time, it has a strong tasteâ€, â€œOne time I wandered Finally, closing the store to find business wardrobe, wine cabinet doors are opened, and I heard sporadic 'pollution', "" frequently is zero formaldehyde, pollution, introduction of this very empty, not very convincing ."

2. Delivery is delayed

Logistics is an important part of furniture, and it is also the most troublesome part. Most furniture brands use their own logistics and distribution, but only 17% of the respondents said that the furniture ordered was delivered on time without delay. The vast majority of consumers still need to wait and continue to urge. The â€œmalicious increaseâ€ of furniture delivery is controlled better than the decoration. 28% of the respondents paid extra fees for delivery, 14% of which were non-contracted temporary asking prices; 29% of respondents did not trust Brand furniture promises better service and quality; 83% of respondents have experienced delays in furniture delivery; 71% of respondents did not pay extra for furniture delivery.

Some merchants can't afford or set up a special delivery and installation team, which leads to the failure of sales follow-up services. Wang Han, general manager of Qingdao Yimu Home, suggested that if it is the peak season, especially when it is a promotion, it will usher in a sales peak. At this time, the signing order can ask the store for delivery and write it on the delivery note, whichever is in writing.

[after-sales phase]

Installation professionalism and return is a concentrated reflection

According to the Beiqing Daily survey, 70% of the respondents thought that the workers were not professional enough, and 40% encountered difficulties in returning goods. The reporter consulted the industry and concluded that this is related to whether the brand has a professional team and the shopping guide training mechanism at the sales stage. At the time of purchase, the contract shall prevail, and the first question before purchase shall be clear. The return and exchange shall be based on written text, which will provide protection for future rights protection.

1. Installation

The installer is the second sign of the brand. The technical quality of the workers is related to the use of furniture and building materials. The service attitude and professional performance of the workers are related to the consumers' evaluation of the brand. 29% of respondents believe that the brand will provide better after-sales service. 100% of respondents believe that the quality of after-sales service affects their future brand choices. 100% of respondents have experienced installation delays. 100% of respondents have experienced the problem of asking for additional fees.

Different building materials, the installation is difficult, and the probability of problems is different. Of the building materials that required after-sales installation, 43% of respondents had problems installing the floor. 20% of respondents had problems cupboard cabinets. 71% of respondents believe that the performance of follow-up workers is not enough to be called professional.

2. Return and exchange

Among the issues reflected in the focus, 42% of respondents believe that return is the most difficult to deal with. 28% of respondents believe that maintenance is difficult. Only 29% of respondents believe that the performance of after-sales installation workers can be called professional. Acting Italian MPE, Sleep Fortress and other brands of Li Qiuer said that many businesses do not have a professional after-sales team, can not guarantee the quality of after-sales service, but in fact, after the sale, installation, after-sales is the most critical link, especially go The business of high-end brand routes, which is directly related to the brand image and reputation, deserves the attention of the business. The head of the customer service center, such as the Real Home, said that the brand store also welcomes the consumers' suggestions and various purchase needs. The brand store as a third party will better protect the consumers when the peak season arrives.

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