The MBA management: one day, I accompany a
friend to the 4 s shop car, successively in two international famous brand
stores. Maybe everyone to 4 s shop not unfamiliar, customer encounters are
almost all the stores that take the door general slogan: "welcome!"
When going out, : "thank you for coming!" , but into the door service
is differ in thousands ways, each has his strong point, the customer's feeling
is different also. Afraid than worldly things, than the gap will appear, the
mood also has obvious differences - details to win.
The first store, after hearing the
"welcome!" , the guest straight into the theme, a car, will soon have
service personnel to slow language said softly: "Sir, there are fruit
juice, tea and green tea, what can I do for you?" . Sales consultant is
very professional to introduce the features of each car to us, when we fall to
sit, see spotless, on tea table ashtray clean like new. I noticed such details,
we are two guests stood up again at the next table to see the prototype, a
service personnel quickly came and will wipe clean the tea table of the guest,
place the cigarette ash out to wipe out in situ. Let a person feel apparently,
the service personnel division of labor is very clear here, received
professional training, customers here can understand the "god",
service and the harmonious relationship, "thank you" is my most a
word back. The guest's every move, the demand of the small, under the "monitoring"
of service personnel, to quickly react accordingly. I can really feel our visit
this time, in their possession of sincerity and thanks.
Later we came to the second shop, by the
same courtesy "welcome!" After, in addition to the us car sales consultant
led, no other service personnel, when we fall, one sees the ash fall on tea
table, glass table has a few drops of water, let a person dare not to carry
material on the above, the ashtray had cigarette butts and toilet paper, not
only when we ask sales consultant for water to drink, the shortness of sales
consultant to hurriedly, friends and the sales consultant again see a car, I
carry a cup to water, ask the front desk service personnel where can pick up
water, service personnel a finger with the hand, as a rule, the service
personnel can through my cup, please I sat, they go to add water and
enthusiastically side for me to come over, then attach 1: "Sir, do you
have any need, please call us!" . But I didn't wait until the situation,
only to see a few fine service personnel, together talking and laughing around
regardless in what happens, there is no sense of team or I can only be
understood as the 4 s shop work share is not fine. But the worst is yet to
come, my friend is a little gift, because of lower discount here again the next
day we came to the second 4 s shop ready to pay the deposit, when we sat down
in the seat yesterday again, see is still on tea table is yesterday, yesterday
the ashtray can see the guests throw cigarette butts, see this, we had shaken,
one thousand cars in the future a little illnesses, so does their after-sales
procrastination. Stores details are done so, other services is questionable.
Although first store discount less, much more to pay one thousand yuan of
money, but let a person have a solid feeling, from the fine service, let us see
the rigorous thoughtful well enterprise management, virtually people a sense of
belonging to the person, this is not a price trust, trust is a service, is
details win, finally we resolutely left, in the first 4 s store down the list.
A car after I stop here for everybody, but
the events triggered by my attention and thinking of stores details is for a
long time, now I share with you. At present, many business super, shopping mall
and other shopping places are decorated in the store made a kung fu, also
attaches great importance to introduction of a premium brand, makes the
shopping place for class. But when customers really walk into stores, only to
find it in many details on is not as good as it seems. I put these stores
details of classified as two categories, one is hardware, such as: indicator is
not clear, the rest is hard to find, loss of popularity WiFi services limited,
toilet, peak parking, not a nursery, and other issues. Second, software, such
as: radio prompt eviscerated, the improper behaviors of employees, such
problems as lack of service system. We also know that in fact many details need
to slightly adjust the merchants, you can improve, can bring great convenience
for the consumer, but small problems accumulated, can bring negative influence
to merchants.
Since the details has been put forward,
that is enterprise how to deal with and what is the solution. Detail decides
success or failure! This is the words of wisdom, it tells everyone, especially
the tertiary industry service industry itself is composed of many bits of the
details of the case, has nothing to do if we think the success or failure,
small, not to pay attention to it, don't go to fundamentally solve it, then I
can tell you, your business will fail! Your store management must be extremely
failure management! It will give you a blow! Let you to pay heavy price!
