【 Background 】
"3 • 15" consumers ' rights protection day is just around the corner, as in previous years, domestic enterprises as early as early as this holiday check fee, "3 • 15" is still the ultimate Battlefield be…. But despite the credit activities, promotion tools, consumers really care about is whether the business to provide real benefit to people, product quality and service is guaranteed and improvement.
To this end, soufun special interview representatives of the household sector, listen to their "3 • 15" plans to see if they will offer consumers how to surprise.
Interviews with guests: macro gas appliances co., Ltd. brand Minister Li Tao
Interview: 2010 March 2
Journalists: Weng qianru
Gas appliances co., Ltd. Guangdong macro brand Minister Li Tao
Attention to 3 • 15: good service is a top priority
【 Hunting News 】: 2010 "3 • 15" consumer rights day is approaching, I ask the macro in order to meet this year's 3 • 15 for what?
【 Litao 】: we do not have 3 • 15 arrival made special preparations, if only 3 • 15 this genius concern our consumers, is unfair, and macro of the "Le million" is the core value concept. Le million home, only to do a days work in practice, but rather to the specific work and brand concept and implement it throughout the day to day work.
Therefore, for the arrival of the 3 • 15, macro performance was relatively calm, because we have been focusing on the consumer service, major work includes several aspects. First, ensure product quality, this is the basis for service, if the product is not in accordance with national standards to production, good service and also is a waste. Secondly, strengthen service attitude, in case the product is defective, consumers want our first opportunity to give feedback and service staff with a good language or a good attitude, can be a relief for consumers.
There is a problem, consumers how to find us? macro set up a dozen customer service call center, as the country's central guidance and command hundreds of service network throughout the country. If you are interested you will find the last home appliances to the countryside, gas water heater into the countryside products announces successful results, macro has 22 product finalists, but if the search sales of Commerce on household appliances to the countryside products registered will find the product in the first half of the macro does not.
【 Hunting News 】: why it will happen?
【 Litao 】: in essence, our products have already prepared, but we are not successful the first time it started to spread the product sales, but attends after-sales networks paving work. Sales is a simple working link, because our distribution network is already very mature, but without the powerful services backed by consumers in the installation and use of a problem?
City people use water heater might be the second to the third stage, but many rural consumers are the first contact, will have problems. First, you will not use the product; the second, not knowing how to properly use; third, do not know how to avoid security problems. Such as product leakage, this is not a problem in product quality, more in the safe use of electricity, from installation not specification, and this must be by way of the professional training of personnel to install in order to avoid problems.
【 Hunting News 】: that is, in the face of home appliances to the countryside, the macro does not like most companies that sell first, service line or parallel, but rather the opposite, to do a good service, and then do the selling. At that time, are you not worried about his fall to the person?
【 Litao 】: we are standing on the shoulders up things than its predecessors. In essence, a company called "people-oriented" and "consumer-oriented" must be in sales behavior, product development acts honestly reflects this philosophy. In a short period of time, we may have some small loss, but from the long-term development of enterprises, from the brand's perspective, it is much cheaper. Who are not consumers on core location, who will suffer in the future. Consumers are now the environment is too good, you have several choices, why have you chosen? in the second half of last year's sales is very good, so far, we have not received home appliances to the countryside products, this is a win-win situation. The enterprise has made very good sales performance, consumers also solves its consumer demand.
Concerned about 3 • 15 behind: promoting consumer rational consumption
【 Hunting News 】: 3 • 15 has become the consensus of industry promotion, endless activities inevitably let people suspected of hype. How do you think this phenomenon?
【 Litao 】: essentially, the market demand in a given period of time is constant, the enterprise in a node takes efforts to do promotions is overdrawn future consumer demand. In my view, ought not to have 3 • 15 as a holiday opportunity for promotions, nor should such a point in time some speculation on a large scale, and the proposed negative information as a monumental day for publicity and promotion of rational consumption of consumers. If consumer complaints for all of the rights are concentrated in 3 • 15 day exposure and processing, not only to the disadvantage of the healthy development of the industry, and it is not possible in a day can
They have achieved very good results, final settlement of corporate performance and the quality of service is definitely better than expected. Enterprise Service should run through their daily work, complaints should be resolved for the day.
【 Hunting News 】: consumer consumption much certainly encounter a large or small, if the enterprise has received complaints about consumer disputes? if you are experiencing problems with a macro, you will normally be taken to kind of rescue measures?
【 Litao 】: I think that this is primarily reflected in the extent of due diligence in your enterprise. First, what is standing in the who's angle to this problem? secondly, it is the responsibility of your enterprise? your enterprise is responsible?
First, you have to provide the highest quality products at the highest level of service, then your product should be no problem, but we cannot guarantee that this product is always absolutely no problem. If consumers have doubts on the quality of products, we can immediately provide the test reports, or even sent to a third-party authority to detect, to see what there is no problem. No matter what's the problem, the enterprise must be the consumer's point of view in a responsible way, to be fully appreciated.
【 Hunting News 】: empathy, the consumer's point of view.
【 Litao 】: national service developed standards, and the standard of enterprises generally will not be lower than the national brands, not to mention. Now that you have a standard, then we should follow this standard. This is the reason. Products to your life with emotion, but also solves the problem of good sense, once because a product issue brought personal losses, the enterprise must be considered in terms of emotion. This is love. If there is a problem, a move the media exposure, if happen to encounter irresponsible media trumpets, last check result is neither a business issue or product issues, so to make up for losing the who? compensate the media sure, last pain is still a business, that's unfair, it's not about love. Enterprise dealing with consumers, rational feeling, will win the "hearts", which requires both sides to achieve.
Focus on industry hot topics: fighting for the transition to a low carbon business
【 Hunting News 】: recently, household industry emerged in many hot spots, such as household appliances to the countryside, this would be more closely linked to the macro. Earlier this year, bringing the building materials were put on the schedule, do you think this round the countryside can obtain such as household tide to countryside that-like effect?
【 Litao 】: regardless of the appliance, or building material, it is a commodity. To see the results achieved, firstly depends on the market as there is consumer demand. A very typical example, two salesman to sell shoes, a small island, but there are all the Islanders, no shoes sale? but to demand their own creative needs. If the future country-driven new rural to urban development, the building materials will be good for business, the market potential is enormous. Therefore, policies of the last to see whether the market, the consumer can afford to have this kind of consumer demand, this is fundamental, is also the biggest impact on the development of the industry.
【 Hunting News 】: Copenhagen, a home business unit carbon crisis, many enterprises also took the opportunity to transition to development, or already started research and development of low carbon products, do you think that the low-carbon green effect of wind on the enterprise? macro is also has this action?
【 Litao 】: this hurricane impact on China is relatively large, particularly on the impact of China's energy production. Now, we are promoting a low carbon life, how specific the? first, change the old way of life; the second, change the past use of product, support for energy-saving and environment-friendly products, this macro a few years ago established the energy saving and environmental protection as a means of technological development.
In addition, in China's development process, the enterprise energy mainly in the production process and production equipment cannot achieve energy-saving production standards. If technology advanced enterprise, also create a dollar of GDP, it consumes much less energy. So this piece in gas appliances, over the past few years we are constantly adjusting the production equipment, is changing into a low carbon businesses. Last year, the macro will successfully developed fine chemical production workshop, from raw material utilization, finished product quality rate, energy consumption per product, etc., for a minimum of energy consumed to produce as many products.
【 Hunting News 】: 3 • 15 is approaching, you have anything to say to the consumer?
【 Litao 】: first of all to the worship of the national consumer wish everyone a happy life in the year of the Tiger has good luck and good health so that their quality of life and happiness index to a new level, the implementation of macro "Le million" core brand values.