Seeing that it is about to be the Spring Festival, the Porsche that spent 1.5 million yuan to buy can only be parked in the 4S store to see if it is open, if you are the owner, will you feel better?
Recently, Ms. Li from Qingdao, Shandong Province, responded to the media that her Porsche had a battery loss after doing maintenance in a beauty shop, and after monitoring, it needed to replace the new battery assembly, and it was necessary to pay 17,000 yuan out of pocket.
The manager of the washing shop believes that he should not bear the main responsibility, and can only lose 1,000 yuan at most, which makes Ms. Li feel very angry, so how did this happen?
01
A "bloody case" caused by not turning off the power?
According to the Qingdao Radio and Television Life Online Channel, Ms. Li's Porsche has just been bought for more than a year and is worth 1.5 million. Now all kinds of fault lights are lit, and they cannot start normally, so they can only stop in the 4S store to wait for repairs.
According to recollections, Ms. Li said she sent her car to the Ruiku Auto Beauty Studio in the West Coast New Area for maintenance on the afternoon of December 20 last year. Everything was normal when the car was delivered, but when I went to pick up the car at night, I found a lot of problems, mainly because the fault light jumped on the dashboard and could not start the engine normally.
At that time, the car wash also found this problem, and charged the car in front of Ms. Li, but after she drove home and turned off, the car could not start at all, and the fault code jumped out again.
Ms. Li said that it is because the staff of the car shop is not professional, and in the more than 4 hours of maintenance for the car, the power supply of the car is not cut off, resulting in the battery loss and cannot start normally. So, the next day, Ms. Li dragged the person in charge of the beauty shop, Manager Gao, to the Porsche 4S store.
The store found that the vehicle battery was deeply discharged through testing, but because the car used a computer-controlled technical battery, it was not only necessary to change the battery, but also to replace the electronic control system, and the entire battery assembly plus labor cost totaled more than 17,000 yuan.
Ms. Li said that at that time, the manager promised to replace him with an original battery. But I didn't expect that after two days, the other party rebelled, saying that he would help her flush the 5,000 yuan membership card and repair the battery, but the maintenance method of the store was not recognized by the 4S store, and finally the senior manager said that he did not admit that his store had the main responsibility, and could only symbolically compensate 800-1000 yuan.
Manager Gao said they didn't have any improper operation when washing the car. However, according to the senior manager, the staff only opened and closed the door many times to cause the lights to light up, which can lead to the deep feeding of the battery, which hit their own face, and then classified the problem of deep feeding of the vehicle to the common disease of the model.
The most important thing is that the store has deleted the video video in the store at that time, and no evidence has been retained, and Ms. Li cannot directly provide video materials. This made Ms. Li feel very angry, thinking that there must be catnip in it, and Manager Gao said that they did not recognize the test results given by the 4S store now.
Subsequently, the reporter contacted the Transportation Bureau of the West Coast New Area. Relevant staff said: This complaint was indeed handled, at that time to the two sides of the coordination did not reach an agreement, mainly the car wash shop on the 4S shop to give the test results are not very recognized, this identification results must be recognized by both sides to continue the process, so at present if the coordination is not successful, then you have to take the judicial route.
02
Auto service stores lack formal service processes
Judging from the above case, although the car wash admits that the car is in the store, it does not admit that it is its full responsibility, but at present, we can not see the surveillance video in the store at that time, so we cannot judge what the problem is.
But in any case, the power loss failure occurs in the store, which means that the store still has certain problems in the service specification process. Assuming that the power supply of the car could be cut off at that time, I believe that there would be no disputes like today.
The service standardization of auto service stores has always been a hot topic in the industry, especially some independent maintenance fast-care stores and car beauty shops, which seem to be luxuriously decorated and have services in place, but are actually full of loopholes.
Some industry experts have said that the standardization of store services is necessary. Standardization is to allow customers to obtain the consistency of service quality experience in each consumption, which determines the retention and renewal of the store after that.
At present, the profits of many stores are declining, and if we do not pay attention to standardized services, then it is not far from being eliminated by the market. We usually have to think about a problem often, why customers will come to your home to consume, and do not go to other stores, there must be a good reason, and in the final analysis is a sentence - "cost performance".
But this so-called "cost performance" is the price, time, service of the three composition, if a store is not far from the customer, in the good service at the same time can also pay the matching amount, that is his reason for choosing you.
Focusing on the customer's experience and building the customer's credibility is far more important than figuring out half-day pricing. For example, some tire stores, to change the tires for customers, customers drive home to find that the tires have abnormal noise, nuts are not tightened, and even the steering wheel has deviated, which is due to the fact that the store has not standardized the service.
For car beauty shops, when washing the car, the power supply is not cut off, all doors and windows are not closed, a rag is used to the end, etc., which is also a lack of necessary standardized processes. These things may seem small, and once they cause bad consequences, you may be able to make up for them afterwards, but they have caused permanent trauma to the customer's mind.
From the case mentioned at the beginning, no matter who is responsible in the end, it is a lesson for this car beauty shop. Service process standardization can not only be said, but also specifically implemented to each employee who performs the service.
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