Many people regard the delivery of home building materials and decoration industries as difficult.
The reality is indeed not ideal. There are many merchants who fail in delivery, and there are also many salespeople whose performance is affected by delivery.
After searching online, it is quite common to encounter customer complaints due to low delivery quality. Even first-tier brands have multiple complaints.
Is it really that difficult? In fact, it is not as terrible as imagined.
Some time ago, we ordered a set of bookcases from Baidusheng, with a total price of just over 10,000. One month later, it was fully delivered and implemented. The final effect was good, in line with the renderings we saw at the beginning, and achieved what we saw. Earned expectations.
So, do it responsibly, from room measurement and design to order review and order placement, to final production and delivery, make sure you don’t make mistakes in every step, and there should be no problems with the final result.
Looking at the entire process this way, accurate delivery is actually not difficult.
We have to believe in a premise. The vast majority of customers are not picky or picky. Their thoughts are generally:
What was discussed at the beginning will determine how it will be presented in the end. In this service process, sales staff or after-sales service staff can actually meet customer expectations if they take the initiative to communicate the progress and strictly control every link.
Our essential requirements are actually not high, but in reality, many dealers, sales and related personnel fail to meet them, or do not do them well.
DaCai Research has seen a lot of pictures posted by customers complaining. In fact, some very obvious and rudimentary mistakes actually occurred. For example, when drilling holes on the back panel, they could not be drilled neatly. Then, after rectification, there was no movement for a month or two.
Such an approach is not deliberately creating disputes.
There are also problems such as size discrepancies, plate damage, color differences, etc., which can basically be avoided as long as you have good professional skills and a strong sense of responsibility.
Dacai Research believes that if you want to do a good job in delivery, the following things must not be ignored.
1. Responsibility. Nowadays, whether it is customizing a home or decorating it, laying tiles or painting walls, 99.9% of the time, there is no excessive technical difficulty. It is all based on mature experience. Whether it can be done well, It often depends on responsibility.
Being able to do things from the customer's perspective, paying attention to the customer's needs, respecting the customer's appeal, keeping promises, and keeping an eye on the execution of every step are all manifestations of responsibility.
If the salesperson ignores the order after signing the order, responds only once the customer asks, fails to respond without asking, and the after-sales service does not follow up in a timely manner, then this may be bad.
A very important point is not to deceive the customer. You think the customer does not understand, but he can ask or search for information. If the problem is discovered, the matter will become very difficult and the nature will change.
2. Standardization, whether the company can form a standardized and standardized operating model, think of all possible details in advance, so that employees can act according to the rules, this will also affect the final results.
Dacai Research believes that as employees, if the company does not have standardized operating terms, then you can learn from them and take the companies with very advantages in the industry as examples and learn from their practices. This will be of great help to improve your abilities and develop excellent habits.
3. Information consistency problem. Sometimes when we buy something, we find that the information held by sales staff, designers, finance, order review, etc. are not consistent, resulting in wrong information being delivered to customers, and the final signature The contract can only be modified.
This is a huge waste and gives customers an unprofessional impression.
When conducting internal training, the information must be unified.
4. The problem of seamless connection of processes involves two things that need to be done well:
First, there must be active handover within the company, and it must be handed over to the next link immediately after signing the order;
The second is the person in charge of each link. After receiving the arrangement, he should contact the customer immediately and report the situation. Don't wait or settle down.
Most of the time, active docking can always help improve satisfaction.
5. Communication issues. Nowadays, communication and service in the customized home furnishing industry have made significant progress. At least after the customer signs the order, the sales staff will organize a service group, which includes designers, sales staff, customer service staff, delivery equipment, etc. Any situation will be shared and followed up in the group.
This approach is worth learning from all industries.
But many people do not do a good job in one detail, that is, they do not have a strong sense of proactive communication. Sales staff may be slightly better and will proactively think of customer problems and then communicate in the group in a timely manner. Customer service, delivery, designers, etc. often lack this awareness.
At this time, either we need to find ways to improve the communication skills of customer service staff, or we have to ask sales staff to take more care of the progress so that they can report to customers in a timely manner.
Some people think that after signing a contract, it is not a good thing to occupy too much energy and time of front-line sales.
In fact, this is not the case. Lao Deng of Dacai Research believes that if a salesperson only thinks about signing orders and does not provide services afterwards, and does not chat with customers many times to solve problems together, then the relationship between the salesperson and the customer will definitely not be deepened. , there is no talk of repurchases and referrals from old customers.
6. Regarding publicity issues, I believe many larger companies have systems in place to ensure that they provide relatively reliable services to customers. But the mechanism alone is definitely not enough. Employees may not read it or remember it.
What to do? It is best to do adequate publicity work on a daily basis, fully publicize each member, and highlight the importance of each link.
7. Feedback problems, don’t keep immersing yourself in work, listen more to customers’ opinions.
Ask for your opinions several times. Even if the customer is a little dissatisfied, seeing that you are so enthusiastic and concerned about his feelings, in most cases he will be satisfied.
Be sure to give timely feedback to customers, such as setting standards for the installation process and listening to customer reviews; it is best for sales staff to come to supervise. Even if they cannot be present, they must contact customers for acceptance.
8. Delivery is not just the final delivery. If you want customers to score high in the end, it will involve the consumption experience of the purchase process, the satisfaction of the design process and installation process, etc.
From reception to installation, the entire process of satisfaction evaluation is implemented. As long as one link is not done well, the final evaluation may not be good.
If the evaluation is not good, it may affect the customer's judgment of the deliverables.
Sometimes when you are in a good mood, even if the delivery is a little flawed, the flaws will not hide the beauty. If you are in a bad mood, even if there is no problem with the delivery, the customer may look at it and find the problem.
