All along, home appliance sales is a field that has evolved along with controversy. On the one hand, it is closely related to the lives of consumers. On the other hand, the shortcomings and contradictions in this field are everywhere. The deeper reason is that the current level of after-sales service of the whole appliance cannot meet the new demand under the consumption upgrade. For example, in addition to the installation and maintenance of home appliances, some middle and high-end users also have deeper service requirements such as door cleaning and maintenance, which is defined. For the home appliance service market.
At present, some brand manufacturers have begun to lay out the post-service market, on the one hand, increase the coverage of different regions, on the one hand, improve the after-sales service practitioners, service categories and quality assurance construction.
I personally experienced the door-to-door cleaning service provided by the Gome Steward. After the sale, the younger brother used a two-year-old hood and a one-year air-conditioning hang-up to clean the home. The author's view on the consumption of services: If you come again, you will also choose a regular brand army.
The biggest difference with those 'guerrillas' is: The regular army always adheres to the professional style. On the first day of the door-to-door service, the guy from the Gomekeeper first called the author to confirm the time of the cleaning service and whether the author himself or not. At home, don't look at it is a small detail, but the difference is still quite big. First of all, the guy is very polite, the voice is quite friendly, and repeatedly confirm whether the author is at home, and the experience of calling the 'guerrillas' is the voice of the phone. Especially large, the communication method is also simple and rude. The details are not described.
Early the next morning, the Gome butler was on the appointment. He was dressed in a professional uniform of the Gome butler, carrying a large toolbox and holding a small toolbox in his hand. He said professionally before entering the door. Phrase: 'Ms. Ming, hello, I am the door-to-door service staff of your country's Gome housekeeper, my name is xxx'. (Ha ha, is it very professional and friendly), let the guy put down the toolbox at the door, first take After putting in the two foot covers, after entering the door, he first observed the position of the author's kitchen and living room, took out the plastic floor in the toolbox and laid it on the door of the kitchen, and placed all the tools in order. Then, the boy started work.
To be honest, although the author's household hood is only used for two years, but because of love to eat and love to cook, the family almost has to cook a pot of cooking, at least two dishes each time, which also causes the hood 'staining dirt' is very serious, Therefore, every three or four months, the author must personally clean the hood of the hood, but it is limited to the surface of the machine, and the long-term accumulation of grease inside can not be cleaned, can not imagine.
Before the official cleaning of the hood, the Gome household plastic paper first covered the cooktop, so as to avoid the oil stains and other drops directly on the stove.
I didn't expect the little toolbox that the guy took was a cleaning box. The guy put on the oil cleaning agent and put on the water and started disassembling the machine, which in turn was the front panel, the oil mesh, the turbine, the air guiding ring, and put these parts in order. Soak in the cleaning box.
Then, the guy used a small shovel to scrape the inside of the hood. The author only knows how dirty the hood is. After a scrape, the dark brown grease accumulated in two years is like this. I got it out, looking at a lot of grease, it’s so happy.
After that, the Gome steward squirted the cleaning agent and began to wipe the remaining oil stains. After a few round trips, the inside of the hood was cleaned.
The parts in the cleaning box are also soaked, and the guys start cleaning the parts one by one.
Throughout the process, the guy is skilled, moderate and moderate, especially light and heavy. When the guy cleans the parts, the technique is not heavy. The guy said that if the hand is heavy, it will damage the paint on the parts. Under the premise of gentle movement, the author saw almost grease. It is nowhere, this magical result makes the author particularly interested in the cleaning agent brought by the guy.
In the past, the cleaning agent I bought myself, sprayed several times and repeatedly cleaned it can not dissolve all the grease, but also hurts the hand, must wear gloves to operate. And the cleaning agent for the guy, the amount is not great, the effect is very good, especially the cleaning box The water in the water, washed all the parts have not changed the water. In the end is what 'God'?
The guy smiled mysteriously, screaming twice, saying: 'Sister, this is the company's cooperation with the detergent factory for cleaning agents, imported goods, you can't buy it, it's expensive. It's not the same as others. , we are still confused?
Well, it makes sense, the guy is right.
After the cleaning work is completed, the guys will install the parts one by one. The moving thing is that the guy wiped the panel of the hood and other corners and corners again and again. Responsible, the guy came up with a sentence: 'Sister, you are happy and happy, I am not white.'
In the cleaning process of the hood, the author chats with the guy. It turns out that the old job he did before entering the Gome stewardship was the appliance repair and cleaning. The guy said that he is basically proficient in all the home appliances, and by the way, he has popularized the appliance cleaning. Some of the doorways.
According to the young man, the cleaning and dissolving machine cleaning and steam cleaning of the range hood are the popular methods in recent years, but the effect of steam cleaning is yet to be discussed. Although it is not necessary to disassemble the machine, the steam may not be able to clean up the smoke 100%. Deep grease in the machine. If you want to clean thoroughly, you must disassemble it. Now many manufacturers have introduced steam cleaning, although it saves time and trouble, but the effect can not be generalized.
The guy said that he went to the door to clean the dirtyer hood. When he removed the parts and saw the black and thick grease, he was so powerful that he lost his weight. Even if he spent more time, he was a little tired. Finally, look He still feels a sense of accomplishment when he smiles at the customer.
Finally, the Gome butler also helped the author to clean the hanging room in the living room. The whole process can be said to be pollution-free and pollution-free. He covered the furniture such as sofas with plastic floor coverings, and installed air conditioners with blue cleaning covers. Measures, of course, must be used in the professional steam washing equipment.
When the sound of steam boiling sounds, the author feels that the dirty things in the air conditioner are instantly away from the family. At this time, the clean water in the basin has been blackened by the waste water.
The above is the door-to-door cleaning service brought by the Gome steward experienced by the author.
According to the author's understanding, home appliance cleaning and maintenance is probably a separate section of Gome's independent two years ago. In addition to setting standards for cleaning and maintenance of home appliances, Gome also specially investigated a large number of production equipment manufacturers, and selected professional cleaning equipment to achieve standardization of cleaning equipment. On the other hand, the service process must also be standardized, such as the shoe cover, teardown, how to clean, what cover to protect the customer's home decoration, hoping to establish the authority of home appliance cleaning and maintenance in the market, and jointly develop market standards.
The space for the after-sales service market is very broad. This is the consensus in the industry. As far as the home appliance industry is concerned, according to the data released by the China Household Electrical Appliances Service and Maintenance Association, in 2017, the income from the installation of home appliances, maintenance, door-to-door, and parts and components reached More than 260 billion yuan; cleaning, maintenance, maintenance, extended warranty, integrated package solutions and other new services revenue of more than 280 billion yuan; it is estimated that by 2020, the home appliance service industry's entire industry chain and cross-border cluster development business income will exceed 10,000 100 million yuan.
By integrating the upstream and downstream resources of the industry, Gome Butler can improve the efficiency to meet the needs of the after-sales service market and provide consumers with the full life cycle service of products. This is also the weapon for Gome to seize a piece of the blue ocean in the future.