In a well-known home building materials city in our city, the reporter learned that if the quality of sanitary ware, wooden floors, and furniture is in question, the merchant said that they can provide after-sales service based on the shopping invoice. However, the specific content of the after-sales and the precautions for use and installation are rarely provided by the merchants. This also laid the groundwork for merchants to deliberately blame on the issue of returns and compensation.
A building materials dealer told reporters that since most consumers have a limited understanding of the name and performance of building materials, they give unscrupulous operators an opportunity. For example, some vendors often call beech wood "red beech" and birch wood "cherry wood". In fact, these woods are very different.
Charging good with inferiority is another "black hole" in the distribution of building materials. An industry source said that some products are inherently inferior materials, such as aluminum alloys with low aluminum content as aluminum alloys with normal aluminum content, and others use alternative materials, such as products containing engineering plastics on the surface as stainless steel, etc. .
"Many businesses only focus on the pursuit of store image and use overwhelming advertising to promote sales, but they rarely make a fuss about improving, improving and monitoring services." At the forum on the improvement and implementation of the service system for the Changchun furniture and building materials industry held recently, Changchun Fu Wang Fujun, the manager of Junjia Value Management Consulting Co., Ltd., said that at present, there are two formats in the home improvement market in our city, one is a stall type based on investment leasing, and the other is a building materials supermarket with unified purchase and sales. There are very few real services.
He gave an example of his experience. Once he went to a furniture store to buy bookshelves, and left a phone number and an address to make a delivery before noon the next day, but he did not come for a day. On the third day, he had to take leave and wait at home. In the afternoon When the goods arrived to be installed, a large piece of paint was found to have been touched off. The workers left with a touch-up paint pen, and the garbage could only be cleaned by themselves. "This case shows that the furniture and building materials industry, whether it is trading, delivery, installation, etc., has problems that urgently need to improve service quality."
The reporter learned from the Municipal Consumers Association and other departments that in the past two years, the city ’s furniture and building materials complaints have shown a new trend, and the number of complaints about services has exceeded that of product quality.
How to strengthen the self-discipline of the home furnishing industry? How to ensure corporate integrity awareness? How can relevant departments strengthen supervision? These are the problems that need to be solved urgently. Industry insiders believe that in view of the government's strong support for the service industry, Changchun furniture and building materials industry will usher in a new period of growth, and service levels will be a magic weapon for businesses to win in the future market.
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