The home furnishing industry is an industry that emphasizes service and experience. It is precisely because of this characteristic that companies that have been hoping to subvert the industry through the Internet have not achieved significant results. Traditional home furnishing manufacturers still concentrate their firepower to develop offline businesses. Since offline services and experiences cannot be provided online, this advantage should be maximized to maintain a good development trend under the impact of the Internet. The living room furnitures manufacturers attach great importance to customer service.
Channel changes, declining traffic, homogenization of products, and foreign brands invading the domestic market, multiple threats require home furnishing companies to change their thinking, from a producer to a service provider, good service is equivalent to getting the key to open the minds of consumers.
Customized home furnishing companies want to increase their own business barriers, service is a very important part. The service of customized home furnishing has its particularity, and the degree of product differentiation is too high. Due to the lack of understanding of the product, it is difficult for decoration companies and supply chain platforms to replace customized home furnishing companies to provide services.
The living room furnitures manufacturers mainly provide services including designers and installers.
Designers are the role that can best build brand power and consumer trust, and companies must attach great importance to them. A good customized home furnishing company should first obtain the recognition of consumers with its design works. The designer should comprehensively consider the number of people in each family, the ratio of men to women, whether there are elderly or children, etc., and combine the individual needs of consumers to make real customization. Home.
The actual situation is that many designers of custom home furnishings are more like salespersons. They adjust the original product design according to the actual size. They do not have a deep understanding of the lifestyle of each family, and the designer's sense of service is not strong.
Dealers must also realize the role change from sales to service. They are faced with channel changes brought about by real estate companies, installers, e-commerce, etc. The status of dealers has been in jeopardy, but these roles generally do not have the ability to provide customized products. Distributors should seize this advantage and deepen their services.
Installation service is the most problematic link, which is mainly reflected in the uneven quality of the installation workers and the opaque installation price. Some custom home consumers said, “There will be a lot of charges during the actual installation process. There is an additional charge for a corner of the room, and the door is less than 0.3 square meters to be charged at 0.3 square meters. After signing the contract, it will take a long time to install." The accumulation of these subtle issues will greatly compromise the consumer experience. Installation workers' words and deeds, dressing, and price transparency of construction details should be more standardized. The living room furnitures manufacturers need to pay attention to these issues.
Compared with customization, the service process of finished home furnishings is simpler. In enterprise production, sales in stores or online stores, logistics and distribution, a small part of it involves door-to-door installation, so the service of finished home furnishings is easier to be ignored.
If consumers choose finished home furnishings, they will not buy all at once. They usually buy a product to observe a brand. If they are satisfied, they will choose more categories of the brand. Therefore, finished home furnishings are not a "one-off sale". Good service can increase the repurchase rate and word-of-mouth conversion rate of consumers. According to the shopping experience of finished home consumers, there are the following optimization points:
At the sales level, the service attitude and service ability of the store clerk is an entrance, which directly determines the conversion rate. It is understood that in many home furnishing stores now, few stores can grasp the comfort of consumers.
Some shop assistants will greet customers enthusiastically, and then directly ask "How big is the home? What price do you want? What style do you like?" Many customers with lower purchasing intentions will lose their willingness to buy because of this series of questions. There are also some shop assistants who ignore consumers, enter the store without greeting, introducing, talking, or even making eye contact. In this case, consumers usually leave the store after shopping.