As you step into the huge storeroom of Udi Lighting, you will be greeted with a variety of colorful chandeliers. When you appreciate the unique style and feel the dazzling light, every sense of the body is also excited. The hustle and bustle of the city seems to come to an abrupt end at this moment. It is these beautiful and luxurious lamps that make us feel a little comfort in the fast-paced life, a trace of tranquility!
In the tea kiosk in the hall, the author saw Mr. Chen Xin, the general manager of Udi Lighting. This young, handsome and energetic young man can't be connected to one of the largest stores in Guzhen. Together, but the fact is that not only has a certain position in the entire home lighting field, but his after-sales service system is also praised. How these achievements are achieved, it has become a common concern for everyone, and then with Chen Xin In the dialogue, the author's many questions will be resolved one by one!
High-quality after-sales service is the foundation of the company, and it is our commitment to the heart of customers and consumers. ——Chen Xin
Inevitable in chance
Chen Xin entered the society at the age of 18, facing the world, he has his own dreams. With the pace of finding dreams, he has done three years of hardware business in Shanghai, sold 8 years of lamps, and then produced 7 years of lighting, this time and again, seemingly accidental, but in reality, because he has a forward-looking heart and a pair of forward, keen eyes.
Reporter: First of all, thank you General Chen for accepting our interview! When did you get in touch with the lighting, what made you a lighting dealer?
Chen Xin: I want to talk about why I started lighting dealers. There are some accidental ingredients. When I was 21 years old in 1992, I came into contact with the hardware business. I went to Nanhai to purchase goods once, and I went to Guangzhou because I heard about the lighting market of Da Nan Road. The lights are quite special. I went in and looked at them with curiosity. It doesn't matter if I don't look at it. I can't bear to leave at a glance. The lights inside are colorful, and they are completely different from the lamps in my hometown. I took a few tries. Going back and selling, I found that the market is very good, so I started the road of lighting distribution.
Reporter: What was the situation in the lighting distribution market at that time, what results have you achieved?
Chen Xin: At that time, there was no professional lighting market, which was a store in the commercial street. I remember that there were more than 100 square meters at the beginning, both wholesale and retail. The products were mainly high-grade, with crystal lamps and copper lamps. The market characteristics are the seller's market. Consumers don't understand the lights. What do you sell? What do they want to buy? Even though I choose high-end when I enter the lights, others are going to enter the lights in Wenzhou and Guzhen. I am looking for some Taiwanese manufacturers to cooperate. In this way, my store has achieved the top three local sales with high-end products.
Opportunity in conversion
In the lighting industry, one of the most common phenomena is the conversion of the role of the seller and the producer, or the conversion of the dealer to the production company, or the production to a certain extent, to start their own distribution, this is not surprising, the author interviewed Among the many business owners, there are many examples of selling lamps to producing lamps. However, all of them have one thing in common, that is, they are eager for more development space. Chen Xin, general manager of Udi Lighting, is also in this category. One, he has decisively seized the opportunity in this role transition.
Reporter: From accidental distribution of lamps to sales of the top three, such a result should be very good, but you have chosen to come to Guzhen to invest in lighting, why?
Chen Xin: How do you understand this? At that time, the sales in the store did have a lot of achievements, but there was always a thought that bothered me. That is, the selling lights have certain regional limitations, the radiation surface is relatively narrow, the thinking cannot be expanded, and the development space is limited. But the production of lamps is not the same, do a good job, sell to the country and the world, how much space there is! It is this kind of thinking that made me feel determined in 2000, come to the ancient town to invest in the factory, and challenge myself to produce lamps.
Reporter: In the early days of your factory opening, you encountered difficulties and how to overcome them. What is the positioning of the company?
Chen Xin: How can I sell the lights and how to sell them? Everyone is like a master. But the lights can be different. They are restricted by many aspects. The places where production is not understood must be studied. The funds are not used reasonably. The network is not big. To lay, there are product development, enterprise management, human resource allocation, etc., at the beginning, it’s really a bit of a mess, so I know some business, I am familiar with the way to solve the problem, so I touched 40 people. The factory of two thousand square meters turned around. Just getting started with the product positioning mid-range lanterns, doing domestic sales, gradually began to export after one year, the product line is gradually elongated.
Looking forward
As he moved forward, he put a lot of energy into how to improve the after-sales service. Just look around and walk, be steady, look at it, see where it is not in place, and there is no follow-up after the sale, he will I personally asked, that is, in such a look forward, his after-sales service system began to be praised by people.
Reporter: What do you think of the current status of domestic home lighting companies and the opportunities and challenges they face?
Chen Xin: At present, the whole industry is facing great opportunities and challenges. The competition among enterprises is not only the competition of products, but the competition of comprehensive strength, including corporate culture, business philosophy, market performance, product quality and sales. Channels, after-sales service, and the concept of decision-making, etc., are all well-known in everyone. In terms of implementation, it is often easy to ignore the after-sales service.
Reporter: Since you think that many people ignore the after-sales, how do you value and practice?
Chen Xin: In this system, we have links in every aspect. First, we must make market predictions in product development, and pre-inventory of lamps that are considered to have sales potential, and increase shipping speed. After the lamps are sold, there is a special person responsible for tracking, and regular interactions with the merchants and consumers, timely feedback and timely help. For the quality problems of individual lamps, depending on the size of the problem, the problem will be difficult to send a special maintenance team to the door, small problems will guide the repair, for the parts that need to be replaced, generally take the logistics or express way, and ask the company to improve the accessories up and down The perspective of the finished product.
For the franchise stores, the company undertakes image design, scale positioning, advertising promotion, event support, etc., and also sends a special person to help the hanging lights, problems occur on the spot to solve problems, in order to reflect humanity, for businesses to receive some shortage of products, We will design and produce specifically. Regularly organize dealers' shopping guides to come to Gudi Yudimen City for training, learn advanced ideas and excellent sales ideas. In addition, two mobile maintenance teams have been set up to help the merchants clean up the lamps and the sanitation of the store. For the end consumers, they will fill in the quality assurance card, give the lamp technical guidance, product description, daily maintenance common sense, clean up service, complaints. Follow up and so on. At the same time, 800 national toll-free telephones will be opened to facilitate merchants and consumers to consult and complain, and build a bridge between manufacturers and consumers.
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