Poor people: Some customers are really annoying. They always think that we want to make money from them and treat us as enemies.
Wenzhou people: Customers are the food and clothing parents of businessmen, so we must treat them with courtesy. We really want to make money from our customers, but we must try our best to make them pay the bill happily, such as letting them come to our business next time.
Kōnosuke Matsushita once said that everything we do should be considered for our customers, and we should make decisions from their standpoint. Business should be done one by one, face to face and heart to heart. Customers are not your enemies, but your parents.
Wenzhou people have long realized this. In their eyes, the customer is the emperor. Therefore, they strive to open up consumer groups and try to think for consumers.
199 1 year, Ye Shengkang, the current chairman and general manager of Zhejiang Hengfengtai reducer manufacturing Co., Ltd., rented a small house in Lucheng Road, Wenzhou City to start a business. At that time, his first order was only a few tens of dollars. In order to receive more orders, Ye Shengkang always takes the initiative to visit potential customers in the hope of getting more orders.
Usually, every night, he takes an all-night train from one city to another. During the day, it is used to collect customer information and visit local related enterprises, and it is often too busy to eat.
Ye Shengkang's request for himself is to answer the questions raised by customers comprehensively. Problems you don't understand must be solved by studying or consulting experts.
A year later, Ye Shengkang's efforts finally paid off. Many customers he visited began to take the initiative to call to negotiate. One customer of a large Guangxi enterprise went directly to Wenzhou for inspection and placed an order on the spot. Ye Shengkang said that after seeing his "shack-style" factory building, the merchants still asked for orders, and said that the quality of his products was really excellent. This greatly encouraged him and strengthened his determination to pay close attention to product quality and technology.
After this customer went back, he introduced many other customers to Ye Shengkang. Since then, Ye Shengkang's products have quickly opened up the market. At present, the annual output value of Hengfengtai has reached 1 100 million yuan.
Henry Ford, the king of automobiles, said: "We should put the concept of serving customers on the pursuit of profits. Profitability is not an end, but a result of serving customers. " Serve customers wholeheartedly and wealth will naturally come.
Of course, customer loyalty is a very fragile thing. Testing with unnecessary dangers is not only sorry for yourself, but also sorry for customers. If the customer feels cheated, even if the customer doesn't say it himself, it is also an intangible loss for the company.
Aokang Wang Zhentao once said:
A consumer is a reporter. She bought a pair of shoes on Guangchang Road. When I went back to try it on, one foot was a little loose and the other foot was a little tight. Later, she called her boyfriend and asked her to go with her. As soon as the waiter saw that the shoes were all one size, he said, "It's your feet, not my shoes." As soon as this sentence is said, the problem is big. She said, "I brought my boyfriend today. You said there was something wrong with my feet, not my shoes, not my feet? " She was very angry. She said that for your sake, I would like to claim compensation from your Aokang company! She said it was a malicious injury, a reputation problem, and she had to pay 20 thousand? Twenty thousand dollars in a word! Later, we invited a vice president to talk to her for a long time, and it didn't make sense. We invited her to the company and told her that we could customize a pair of shoes for you. She said that your company really customized shoes for me? Yes, our vice president said it would be customized for you and it would be ready for you in three days. It's beautiful, and it costs nothing, even sent to your home. She said you kept your promise. You are the vice president. Later, three days later, I did send her the shoes. Later, we became friends, and she opened Aokang Store.
Because of a consumer's problem, Aokang customized a pair of shoes for her. This customer-oriented spirit has deeply touched customers, and such enterprises are bound to be favored by more consumers.
Now more and more Wenzhou businessmen pay attention to maintaining the feelings of merchants and customers and are committed to doing business back.
The manager of a clothing store in Shamaohe, Wenzhou, specially opened a QQ group called "Personality Charm" to facilitate customers to consult new clothes. "I wonder if there are any new shoes and clothes in the shop. Just leave a message in the QQ group and you will know. " The shopkeeper said.
Boss Li, who runs a video store on the West Road of Wenzhou College, also created a QQ group called "Video House" to communicate with customers who often come to Taobao. He said that building a QQ group can let consumers know what new goods are on the counter in time and avoid letting customers run empty. At the same time, it is also convenient for the store to keep abreast of customers' opinions and suggestions.
Although it takes some time to maintain and manage the commercial QQ group, it can increase the "passenger flow" and promote the emotional exchange between shopkeepers and customers, which is worth exploring and popularizing.
Only if you sincerely regard customers as God, will you sincerely consider customers and provide them with the best products and services, and customers will be willing to buy your products and services. As Lin, president of Shanghai Kaiquan Industrial Group, said: "I think the most fundamental problem of being an enterprise is how to provide more customers with the best cost-effective products and create value for customers, which is the core of being an enterprise."
Wenzhou people's quotations:
My idea is that as long as you provide customers with the best products and the best cost-effective products, you can create value for customers, so that customers will buy your products ... I think this idea is very accurate. I think the most fundamental problem of being an enterprise is how to provide more customers with the best cost-effective products and create value for customers. This is the core of doing business.
—— Lin, President of Shanghai Kaiquan Industrial Group