I often wonder: who is the beneficiary of the free service policy? Naturally, the first answer that comes to mind is the user. The service is free to the user, reducing the maintenance cost.
However, another problem has been bothering me: if users benefit greatly from free services, why do 80% of users leave the main engine factory and agent after the warranty period? Don't free things smell good? Why do so many users prefer to choose repair shops and backpackers with paid services? Why are so many users willing to take risks to choose the sub manufactured parts with quality risks?
When you walk on the street and see a certain merchant giving out free gifts, what do you expect? It must be a small thing of very low value. Most of the people who rush to get the gift are retired old people who have a lot of time. Young people are likely to give up the temptation for fear of wasting time (or losing face). The purpose of sending gifts is to promote sales and attract users to buy. The value will not be high, otherwise the marketing cost will increase.
What impression does free service bring to users? The manufacturer's products are unreliable, so free service is used to make up for it; The dealer didn't supply parts in time, and it was too slow to solve the service problem, so the dealer used free service to compensate. The main engine factory is to use the psychology of the users to lure them to use the service of the agent and the original accessories.
However, the wool came from the sheep, and the service was lost and the parts were repaired. Users are not stupid. Poor service will seriously affect their profits. High parts prices will also reduce their profits. In the end, more than 80% of insured users vote with their feet and choose to leave the manufacturer and agent.
Construction machinery and equipment are production tools, which are used to make money. The whole family still expects the equipment to survive. Whether or not you can make money and how much you make depends on the timeliness of the service. When you encounter a fault, you need to remove it in time. You need to supply parts in time. Time is money. Saving time is more valuable than free. The rise of "made in China" makes original parts no longer the only choice for users, especially when customers learn that "original parts" are only a brand (with a price increase) attached by the main engine manufacturer, it is natural to give up original parts.
On the other hand, free service has seriously dampened the enthusiasm of service personnel, and the service value has been seriously underestimated. Service technicians have no status and their income is very low. More and more service personnel have switched to sales, and fewer and fewer young people choose to work in service. The agents have the smallest service team to cope with the warranty service, and have no time to take into account the needs of the warranty customers. It is no wonder that the high customer turnover rate is not surprising. Free service is the main culprit of the current vicious circle of service. This policy makes us gradually away from high-quality service.
Obviously, users are not the beneficiaries of free services. The rising customer expectations and the declining customer experience form a huge contrast. It is clearly an industry that relies heavily on services, but it has become the champion of customer churn rate, making the sustainable development vision of the enterprise come to naught.
The policy of "lifelong free service" has harmed all people in the industry. This is an extremely bad policy, and there is no winner in the long run. No enterprise dares to change this policy because it is worried that charging will cause users to go to competitors. The service of the industry can only sink deeper and deeper into the mire of rising cost, declining quality and customer dissatisfaction.
My friend, what can you do to solve this problem?
