Factors affecting the after-sales service of construction machinery

Although China's construction machinery industry is not too late to start, the concept of after-sales service has been established after reform and opening up. In the era of planned economy, purchasers and users of construction machinery are generally state-owned enterprises or institutions. These enterprises and institutions have perfect maintenance and service conditions and equipment. Therefore, after-sales maintenance and service do not require production companies to consider.

The after-sales service of construction machinery is not a simple maintenance and service. Its content involves a series of contents such as quality assurance, maintenance service, spare parts supply, technical consultation and guidance, maintenance technical training, and market information feedback after product sales. The bond of communication and communication between machinery manufacturers, sales agency companies, and customers is a key factor in whether a construction machinery brand image can gain market recognition.

With the continuous deepening of the reform and opening up policy, the pace of China’s economic development continues to accelerate, and various types of engineering construction are in full swing, bringing great opportunities for the construction machinery industry. The development of the market economy has also given more people the opportunity to develop. It was originally only state-owned enterprises or institutions that may own and use the construction machinery that has gradually become popularized, and has become a commonly used labor tool in various construction projects.

At the same time, the owner structure of construction machinery is undergoing tremendous changes. Various types of enterprises and natural persons may become users and owners of construction machinery. Not all the users and owners of these construction machines have the maintenance and service capabilities of construction machinery. In addition, the competition between various brands is becoming increasingly fierce. Even owners with maintenance and service capabilities are not willing to personally repair these. Equipment, because in the market economy environment, product after-sales service and maintenance is the product manufacturing company must provide services for customers.

At present, it is the crucial moment for the rapid development of China's construction machinery industry. The competition among brands is becoming more and more fierce. The result of competition requires that each participating brand must establish its own core competitiveness in one or more aspects. Easily eliminated in competition. The after-sales service of construction machinery has gradually become a hot spot for each brand, because it is directly related to the establishment of a product brand image and relates to the survival and development of a company. At the same time, almost every brand has issued such an excuse that it is difficult to do after-sales service, and the customer's requirements are becoming more and more detailed, higher and higher, and more and more.

Even if it is difficult, you must do it! Because the lack of after-sales service is not a complete product, there is no way out for an incomplete product in the market. As long as we grasp the following 10 key words, the after-sales service of construction machinery will become relatively simple. The specific content is as follows:

1. Ideas: The basic meaning of the word "idea" is: the image of objective things left in people's minds generally refers to people's understanding of things. A person’s concept directly influences his behavior and is the ideological basis for a person to act for others.

The knowledge of the relevant personnel on the after-sales service of construction machinery and their basic views determine their degree of emphasis on this work as an individual. When this understanding and perception become a common understanding of the team, this concept will also rise to the concept of the team. Or team concept. If we want to really do a good job in the after-sales service of construction machinery, we must have a clear understanding of the importance of this work.

As a manufacturing enterprise of construction machinery, it is necessary to regard after-sales service as part of its own product. Without after-sales service, your product is not a complete product; the defect in after-sales service is the defect of your product itself. As a construction machinery agent, you should regard the after-sales service as the basis for product sales. There is no post-sale service or the after-sales service is seriously lagging behind. As an agent, you cannot successfully achieve sales. As a directly engaged after-sales service staff, we must put our after-sales service on a certain height. Practice has proved that in today's extremely fierce market competition, placing after-sales service work at any height is not excessive. Therefore, "concept" is the first key word that affects the after-sales service of construction machinery.

2. Perspective: “Perspective” refers to the perspective of looking at problems and looking at things. We observe a thing from different angles, and we all see different scenes.

Similarly, we look at a problem from a different perspective and we will have different conclusions. In other words, the difference in perspective directly affects our perception of a certain thing or problem. Many problems appear to us as minor problems and appear to customers as big problems because these problems directly affect the normal use of customer equipment and also affect the life of the equipment. Therefore, we should consider the problem from the perspective of the customer more often and treat the customer's problem as its own problem. This is also the empathic thinking we often talk about. Empathy is one of the most effective ways to improve the quality of work.

3. Demand: One of the main purposes of after-sales service for construction machinery is to meet the needs of users in terms of maintenance and service after purchasing products. Customer demand is the key factor here, and understanding and grasping the customer's needs in a timely manner is the basis of our good after-sales service for construction machinery.

Practice has proved that it is not that we can achieve 100% customer satisfaction as long as we solve customer service and maintenance problems in a timely manner. In many cases, even if we dealt with problems for customers in a timely manner, the customer's complaints still exist. The main reasons for this are still many, some come from the service attitude of the maintenance and service staff, some come from the way and method of solving the problem, and there are only because the customer's mood was not very good. In fact, all of this can be attributed to the customer's needs, which involves the customer's needs in addition to maintenance, services, or respect, or understanding, or the hope of communication. In short, doing a good after-sales service not only requires us to simply solve the actual problems of customer products, and sometimes it is more important to resolve customers' psychological problems. Therefore, each of our maintenance and service personnel must learn to communicate with customers and make friends with customers while maintaining good maintenance and service skills. Only in this way can our after-sales service work elevate to a higher level.

4. Promise: Under the fierce competitive situation in the construction machinery market, every brand and every agent has tried its best to attract users to achieve sales. Commitment to customers is an effective means to increase product competitiveness, such as promise to extend the warranty period to customers; promise to find projects for customers; promise to give customers gifts or other gifts to promise customers lifetime free of man-hours fees; commitment to arrive at the scene and limited time to complete services, etc. Wait.

In the actual after-sales service of construction machinery, many customers complained that the promise made by the manufacturer or agent to the customer could not be honored. This requires that we must take into consideration our actual situation when making commitments to our customers. We must not export our commitments that are far behind our actual situation and capabilities. We must ensure that exports are guaranteed!

5, input: to do a good job after-sales service engineering machinery will inevitably require a lot of investment, such as manpower, equipment, stores, vehicles and other aspects of investment. The investment in manpower, storefronts, equipment, and vehicles belongs to the work of agent service capacity building.

If the lack of or lack of investment in these areas to talk about after-sales service is empty talk, and thus input is also the key words affecting the engineering machinery after-sales service. A good after-sales service system for construction machinery is very scientific in terms of manpower, equipment, storefronts, vehicles, etc. The equipment configuration, new sales, and service radius are all aspects of human resources, storefronts, equipment, and vehicles. The matching ratio is also very scientific. Scientific allocation of resources can not only effectively reduce maintenance and service costs, but also greatly increase work efficiency. Therefore, reasonable and scientific investment is one of the key factors to ensure the normal operation of the engineering machinery after-sales service system.

6. Action: With the scientific concept of service, we also understand the needs of our customers. At the same time, the investment in after-sales service is also considerable. However, there are always deviations in the actions, which ultimately results in the failure of after-sales service. This is also a very common phenomenon. . Therefore, in the implementation of the after-sales service, we must put “action” on the foremost position. With all other conditions fully or partially in place, we must strive to highlight the position of the action, so that we can truly focus on all aspects of the after-sales service. Fall into reality.

7. Timeliness: The purpose of customers buying our construction machinery products is to use them as labor tools to complete labor tasks or obtain relevant benefits through labor. Product failures or other problems will directly affect normal work and will directly affect The completion of a labor task or the acquisition of related interests.

As a result, after problems occur in the use of the product, customers expect us to be able to repair it as quickly as possible so as to resume work. In this case, what the customer is most concerned about is the timeliness of our handling of the problem. Timeliness is a key factor in improving service quality and improving customer satisfaction.

8. Quality: The quality here refers to the quality of service. According to our point of view, service is an effective part of the product. Therefore, service quality is directly related to product quality. Providing high-quality services to customers is the wish of every production company and also the wish of every agent. What seems to be simple is actually very difficult to implement. This requires us to strictly require ourselves in all aspects and strive to improve the quality of our products while creating a high-quality, high-level after-sales service system.

9. Satisfaction: Satisfaction refers to the degree of customer satisfaction with our after-sales service work and is the best measure of our after-sales service work.

10. Win-win: We know that the purpose of the after-sales service of construction machinery is not only to meet the service needs of users after purchasing products, but also to collect customer opinions and suggestions to improve the quality of products. We solve every problem for customers. , We have been improved accordingly; for every additional satisfied customer, the market foundation of our products is more stable.

In other words, in the entire engineering machinery after-sales service will ultimately benefit not only customers, but also production companies and agents. Good after-sales service works to effectively solve user problems, while shortening the distance between the production of enterprise-level agency companies and users, so that the brand image of production companies and agency companies continues to rise. In this case, the relationship between production companies, agency companies, and customers is a win-win relationship.