Chapter 1579 After-Sales Wins Hearts

To be a good brand, Xiao Qi believes that the most important thing is to do a good job in product quality.

But it is not enough to just make a good product. You must also invest a lot in advertising to let more people know how good your product is.

It is even more important to do a good job in after-sales service, which is even related to the safety of the entire company.

Why can Xiaomi mobile phones become popular all over the country so quickly in the future, becoming the number one overlord of domestic mobile phones in Huaguo?

The reason is not only their novel marketing methods, but also their grasp of fashion is just right. A bigger reason is that their after-sales service is very good, so that customers don't have to worry about being shunned after buying a mobile phone.

Buying things is buying anger. This kind of thinking has been troubling consumers in Huaguo in recent years. Suddenly, there is such a bright spot in front of them. Can they not support a company that values ​​customers so much?

Of course, this kind of after-sales service attitude is good, but it is only compared to other domestic manufacturers, and it is even average compared to some manufacturers abroad.

Some people wonder, how are foreign products sold in China different from the after-sales service abroad?

The big reason is the lack of supervision, but the fundamental reason is that they despise the consumers of Huaguo from the bottom of their hearts, and they don't care about the protection of their rights and interests at all.

For example, the Apple rear door incident in 2013 was like this. Apple’s two warranty attitudes at home and abroad once angered consumers in China, causing a large number of user losses, and causing Apple’s image to suffer a lot.

Xiao Qi knew the experience and lessons of so many companies, and at the beginning of founding Fairy Company, he took after-sales service as a very important thing.

For example, the very first "fairy phone", although it was only a few hundred yuan cheap phone, although the quality was very good, but Xiao Qi still prepared a lot of parts. Borrowing the channel of Xoceco's mobile phone, he implemented various warranty policies according to his previous promises, and did not stop until the end of the warranty period.

The same is true for the current dream pad. Fairy Company’s directly-operated stores around the world, in addition to allowing customers to experience and receive dream pads, a more important function is maintenance and replacement.

The back cover of the dream pad is not removable. Therefore, the customer service staff cannot take it to a nearby repair shop for repair like ordinary electronic products. If the dream pad is broken, they can only take it to the direct sales store.

Xiao Qi’s warranty period for the dream pad is still one year in accordance with international practice. During this year, as long as he does not deliberately damage the machine, any quality problems can be replaced by a new machine at the directly-operated store—— Well, this is what I learned from Master Qiao. It saves a lot of trouble.

However, the difference between Xiao Qi and Qiao Gangzhu is that if it is inconvenient for people to take the dream pad to the direct sales store, they can send it directly to the direct sales store. The new machine will also return the postage fee to the user's purchase account.

This kind of small thoughtfulness not only moved Chinese people, but also foreigners.

Not worth much though. But at least it means people are thoughtful.

What's more, if the dream pad you bought breaks down within three months. Then when you change to a new machine, the store manager of the directly-operated store where you are will write a letter and send it to your home, expressing sincere apology and promising that Fairy Company will definitely make better products.

This feeling is even better, whether at home or abroad. In fact, consumers are generally in the position of the disadvantaged. Many powerful companies, even if they are judged to lose by the court, would rather lose money than absolutely refuse to apologize verbally, let alone write an apology.

therefore. For this kind of responsible and shameful company, everyone will like it very much. Every consumer who receives the letter will immediately sweep away the depression in his heart, and not only buy a special edition within seven colors , and excitedly called relatives and friends to recommend.

As a result, the reputation of dream pad is getting higher and higher, and the sales volume is naturally getting better and better.

Then, for the dream pad after the warranty period, or if the parts are damaged due to improper use by the user, the replacement parts of the dream pad are not cheap, but they must have the best service attitude. Not only the repair quality must be guaranteed, but also the future Handle it as quickly as possible without procrastination.

All dream pads have not yet expired under the warranty period, but those users who have damaged their dream pads, they praise the repair attitude of Xiannv Company's directly-operated store, and feel that even if it costs a lot, it is worth it.

Then again, according to a survey conducted by a well-known survey organization in the world, the repair rate of the dream pad produced by Fairy Company is only 0.2/10,000.

In other words, only two out of 100,000 dream pads have problems during the warranty period, which is far lower than that of mature products such as laptop computers.

Otherwise, if the repair rate is too high, those store managers will have to write letters every day, wouldn't it be too sad?

Because of the need to add after-sales telephone and maintenance services, Xiao Qi deliberately added more than 20 clerks in each directly-operated store to be responsible for handling various affairs.

The increased expenses for this have exceeded 50 million US dollars every month.

But Xiao Qi never felt distressed because of this. If a company's product quality and after-sales service are reassuring, others will buy your things.

Over time, they will form a consumption habit. Every time the company releases a new product, they will buy it and try it.

Such consumption inertia actually exists anytime and anywhere in people's daily life.

For example, Apple is like this. Many people go from ipod to iphone, then to ipad, and finally to iMac, and even buy iwatch when it comes out.

Xiao Qi must learn from other people's good experience, and the purpose is naturally that the products produced by Fairy Company in the future can also form the thinking inertia of people to buy enthusiastically.

Now it seems that even if more money is spent on after-sales, this kind of rave feedback is enough to make up for the consumption of money and manpower.

In fact, many people are now more and more fond of Fairy Company, and have high expectations for the upcoming Dream Stars, partly because of the "worry-free after purchase" guarantee.

After-sales wins people's hearts!

Not only the headquarters of the Fairy Company, but also the rest of the Fairy Company, Xiao Qi decided to carry out such a high-quality after-sales service! (to be continued..)