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In the era of "soft service", how to create a service economy for wood flooring industry?

Release Time:2017-10-27 14:14:53Browse:982

In service, technically speaking, is to perform a task or appointment of a business, is the added value in the sale process, is a kind of intangible industry customer satisfaction. The service is also mentioned Feidi British economist Clark's "third industry", we call the service economy. For the flooring industry, how can we rely on services to bring the economy?
Building materials industry is gradually to the mass market recursive subdivision, each category is more and more abundant, in the differentiation of the category, the service is a breakthrough consciousness, all employers know that sometimes doing business better, more to bow and scrape.
Compared with the ceramic, bathroom, cabinet category, the design and selection of the floor greatly reduced. Most consumers buy the floor, but don't know the floor, and the sales don't have much room for service. The types of wood and strengthen the floor; is the main color is brown, yellow wood and elegant style side; selection or modern." After the introduction, the task of selling is over. Say too much wood species knowledge and production technology, is afraid that the user can not understand, will also bother you.
Because the category is relatively single, plus stores stereotyped, resulting in black wood flooring industry in service on the emergence of black holes. At present, the service of wood flooring industry is generally divided into two kinds, one is design service, and the other is paving service. Of these two services, the former is soft service, the latter is hard service. Services are divided into tangible services and intangible services, tangible services belong to the pure service industry, through a position to provide other people's needs, to meet the actual needs. Intangible services belong to the soul industry, through the way of words, images, film and television to guide others, to meet psychological needs.
Soft service
Soft service refers to those intangible and emotional services. The strategy is to add concepts, attitudes and designs to the product to optimize the consumer experience. For example, modern service catering enterprises, mainly rely on attitude to win.
Design is a visible but not touched thing, wooden floor has limitations in design, more is to optimize the visual effect and deal with the details of the grain, often used in laminate flooring. Solid wood flooring is traditionally painted with wooden paint, and the only difference is the veneer effect. The most practical design of wood flooring is the product itself, such as geothermal floor, lock design, etc., but has exceeded the scope of soft service.
The design of the floor is more reflected in the effect of paving. There are 5 kinds of paving methods: horizontal laying, vertical paving, trapezoidal paving, splayed paving and cross paving. Because the wood flooring has a unique luster, designers will come to lay the floor according to the direction and the indoor window light is ground has outspread feeling, make the room feel larger, paving direction and vertical light together are more likely to see the height difference. Different rooms have different paving directions, and try not to make them intersect. This is a design concept of wood flooring.
There are still some deficiencies in the soft service of the wooden floor, but many first-line brands have begun to make up for the shortage. The recent nature of the floor and associate professor Chinese Xietian academy jointly launched the theme of "design mind space" salon, customer experience and brand concept, with the concept of art success attracted a wave of users. This nature Home Furnishing also set up experience venues, about 3000 square meters of venues to wood as the main element, display cabinets, flooring, doors, flooring and other 1084 categories of imported products, so that consumers can directly experience the product benefits. Living home floor in this year's "universal love" also invited a number of designers, to create a "design" temperature, is still selling. Attaching importance to design and feelings is to attach importance to soft service. Wood flooring enterprises have just begun to fight the feelings of war, it has been a lot of consumers good response, which shows that soft services really need enterprise practice.
Hard service
Wood flooring industry has its own set of integrated services, flooring companies now can do: customer appointments, home delivery, product acceptance, installation, acceptance tests daily care on the bill. In the material world, it is a kind of advanced service experience. About customer service paving, installation workers need to have professional experience in paving, enterprises will carry out training on the installation technician, if the scale of the enterprise will allow regular external lecturer or staff to go out to study Putie installation, there are also companies choose to outsource this service to the decoration company. In service training, flooring held nine period installation technical service training and skills training will be arranged in two. According to different floors, it is necessary to refer to different technical specifications. In the form of services, customer service service to conventional flooring form to obtain the favor of consumers. Hard service includes not only after-sales, but also the marketing activities which are carried out by customer experience, and the artificial services provided in the process of pre-sales, sale, and after sale. The cost of hard services and technology is much higher than that of soft services, from manufacturers, sales to workers, every step is closely linked. And "big fish eat fish, small fish eat shrimp", the production chain is formed like this, there is demand, there is production, production has sales, sales have service, there is service, there are consumers. Manufacturers serve businesses and businesses serve consumers, which is the overall economy brought about by services.
How to rely on service to bring economy
Mention famous service, have to think of submarine fishing. In 2014, sea fishing post because of a burst of red, "flexible arm, the waiter to give me brother across the drugstore to buy a bottle of oil back......" In the comments, netizens have commented that they have experienced their meticulous service in the bottom of the sea, and now the annual turnover of submarine fishing can reach 3 billion, expanding to more than 100 stores, and even developed overseas. What has been done in a restaurant that relies on service rather than taste? Every employee will have 8 days of pre job training, and the audit exam should be carried out, including the content of the service criterion. Of course, Haidilao staff perfect service is not entirely out of training, service performance but everyone with good wages, there will be a variety of rewards, but also the monthly best performance award, to encourage employees to cash, movie tickets, travel, will put to encourage "the Divine Comedy from work every day". In the offshore fishing staff system, there is a good life benefits. First, Baochibaozhu, dormitory has a special Cleaning worker is responsible for cleaning the public health, half a month to change a staff bed three piece, WiFi, to turn off the lights, TV and radio dormitory built in computer, air conditioning, water heater, sofa...... Filling the mess. Employees and their immediate relatives in the seabed fishing dinner, enjoy 40 percent off discount, every month regularly issued discount volume and living allowance. In the sea fishing management system, there is a "staff as a family", so the submarine fishing turnover rate has remained below 10%. In this process, wood thought found that before the seabed fishing employees officially entered the enterprise before the first step has begun to provide services for employees. Let them eat food, encourage them to work hard, the excellent working environment brings more power, but also because of the efforts of employees, to rely on the sea fishing service Bo, called Hot pot category. Perhaps everyone's job role is different, but there is a saying is right, "in society, mutual service is the right way to get along with each other."." In fact, soft service is what most of us do every day. Bosses, colleagues, parents, and partners all need our services, and they serve us at the same time. Sometimes, we just need to please others, or get happiness by trying to please others. So the service becomes more and more anytime, anywhere, and it's getting more and more important. It is constantly adding value, constantly innovating, and even creating value, which is the economy brought about by service. In the past, many wooden flooring enterprises believe that service is simple shopping guide, shopping guide can sign the list is the maximization of service effect. But in fact, the service is the added value of the product, users buy not only products, but also the experience. Today, the flooring enterprises are hoping to attract consumers through after-sales service. Indeed, the perfect after-sales service can bring more sales to the floor enterprises, but the service also needs to increase some enterprise characteristics and brand concept. For example, a living home floor "love" theme, nature is "green" theme, should develop detailed according to the needs of the modern consumer services, so as to attract consumers.
Flooring industry services should be unified standardization, such as A card can be one-stop sales, B card also said can, but the actual effect can not reach, so that this service appears useless. In the after-sales service, and consumers more positive interaction, after the list of 3 months after a telephone return visit, product satisfaction and use of the investigation, intimate inquiry, comfort, accept suggestions. In modern society, the meaning of service is more and more extensive, and even become a transaction driven by interests, you did not sell the user's mind, how can you drive profits? Service is usually intangible, is to fill the heart of the purchase, wooden floor is very hard, but the enterprise should have a soft service.

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