Quilt upgrade service promises to create an ideal home with "ten hearts".

● For a long time, the home improvement industry has been one of the hardest hit areas of consumer complaints, and it is also a deep-water area of information asymmetry.

● For consumers, what they are most afraid of encountering in home decoration is all kinds of "routines" and "traps", how to avoid them?

● "You don't need to stare at the decoration, the quilt is all done". The quilt is equipped to directly hit the pain points of the industry, and the upgrade of the "ten hearted" peace of mind service commitment is another vivid practice of upholding the good for consumers and promoting the quality and upgrading of the industry.

Quilt upgrade "Ten Hearts and Minds Service Commitment"

Reporter Zhou Xuesong

"I promise, I do. On April 10, the quilt decoration team solemnly swore an oath to directly attack the major problems that cause consumers headaches, such as malicious additions, private charges and quality services in the decoration field.

This is not a simple promise, but a breath of fresh air in the home improvement industry. In the afternoon of the same day, with the theme of "Quality Decoration, Make Home Better", the Quilt Decoration Ten Hearts and Minds Service Commitment Upgrade Conference was held in Beijing. In the eyes of industry insiders, the solution of the ten major problems touched by the oath commitment will promote the home improvement industry to further self-discipline, move towards the track of standardized and healthy development, and gradually achieve a clean and upright atmosphere.

At the meeting, Wang Zekun, general manager of Jingbei Region, and Chen Haijun, general manager of Jingnan Region, together with designers, account managers and other service representatives, solemnly swore at the scene that they would take practical actions to escort the implementation of the commitment.

"We are willing and open to the inspection and supervision of consumers, because we firmly believe that only by facing and effectively solving the pain points of consumers can we win the confidence of consumers and let service providers better obtain professional dignity. Liang Lei, chief operating officer of Shell Home Furnishing Beijing and Shanghai, and general manager of the quilt nest, said in his speech.

Zheng Shanshan, deputy secretary-general of the Furniture Decoration Chamber of Commerce of the All-China Federation of Industry and Commerce, said in her speech that home improvement enterprises need to improve their "new quality productivity" through new technologies, new models, new management methods, new organizational structures and other means, care for and respect consumers, and promote the industry to move towards high-quality development.

Dare to promise, real payout

At present, many industries have become very volatile, and the same is true for the home improvement industry, but at the same time, the problem is that the industry is mixed, and consumers may encounter the "routines" or "traps" of bad businesses if they are not careful. How to avoid being "tricked" or falling into this kind of "trap"? This is also a question that every consumer is worried about, is there a trustworthy company?

Liang Lei said at the meeting that consumers have higher and higher requirements for residential services. "In these uncertain times, we often ask ourselves the question, what is the difference between consumers and service providers in this industry with and without us?"

"After these years of precipitation and practice, we have found that the only thing to prove is our own value to consumers and the support of service providers, and constantly exploring and improving the upper limit of quality service is our most fundamental source of value. Liang Lei emphasized that the home improvement industry is a special need for quality industry, living better will become the living values of Chinese families, customer satisfaction will become the whole industry to think about their own existence "first cause". This is also an industry that particularly needs high-quality service providers, both capable and professionally dignified, including designers, housekeepers, foremen, workers and other millions of practitioners, hoping to work hard to gain professional respect.

It is based on these factors and thinking that in September 2021, Quilt took the lead in releasing the "Ten Hearts" service commitment. "For more than two years, we have continued to practice the concept of good for consumers, build quality standards, and keep the bottom line, and bring peace of mind to consumers through a sum of real money compensation. Liang Lei said.

At this press conference, the original commitment was upgraded and released for the core pain points of high frequency and high risk, such as poor decoration quality, delayed home improvement service, and insufficient after-sales guarantee. After the upgrade and release, the "Ten Hearts" service faces the new top ten most prominent pain points in the industry, which is highly targeted, and can actually help consumers avoid being "tricked" or falling into such "traps".

In order to better understand the upgraded content of the "Ten Hearts" peace of mind service commitment, Liang Hongli, the person in charge of the quality management center of Beike's complete business line, made an on-site interpretation. In this service commitment upgrade, there are upgrades and iterations, as well as new parts. For example, around the phenomenon of opaque prices, the service commitment of "malicious addition, double return" covers a wider range, in addition to the whole package, the purchase of personalized services such as whole house customization, electrical appliances, heating, etc. In addition, focusing on the pain point of poor decoration quality, from the original "20 quality items, smash and redo" to "30 quality items, smash and redo", it is promised that if there is a quality problem in the "30 items of quality construction", it will be unconditionally rectified and smashed and redone.

Combined with the advantages of home improvement technology and digitalization, the quilt launched the "live broadcast of the construction site, stop one and pay 100" commitment, using the self-developed 360° lamp camera, the daily panoramic live broadcast of the construction site during the construction period, the owner can supervise the work on the mobile phone, realize the decoration without staring, and ensure that what you see is what you get, and what you get is high-quality. The conference also added new service commitments such as "30-day price guarantee, refund of expensive purchases", "design missing items, refund of design fees", "timely response, 30124" and so on.

Where does the confidence of the quilt come from?

In the past, many consumers who have had home improvement experience felt that this was a very "up-and-coming" problem, and they encountered a lot of troubles. Li Tong, deputy director of the Internet Research Department of the Development Research Center of the State Administration for Market Regulation, also said at the press conference that behind the prosperity of the home improvement market, there are also some problems in home improvement services, which not only affect the decoration experience of consumers, but also restrict the sustainable and healthy development of the home improvement industry. For example, there are many "pits" and routines in the home improvement market, which has always been the focus of consumer rights protection.

In the face of the many chaos in the industry, why does the quilt have the courage to make bold changes and firmly do difficult but correct things, and where does this courage come from? In addition, what kind of system and mechanism does the quilt insist on being good to customers? This is also a question of concern to the outside world.

Liang Hongli said that as a veteran trained by Lianjia, she has been fortunate to accompany Beike for 22 years, witnessing how the real estate brokerage industry in Beijing and even China defeats black agents through white agents. "In the first 3 years of Lianjia's development, we have positioned ourselves to become a clear stream in the industry. Today, we have the courage to explore and want to lead the change of the home improvement industry. On the one hand, with our 20 years of experience in remodeling housing agency services, we have witnessed the ups and downs of many industries, as well as the dissatisfaction and heartache of many customers. It's in our DNA to never stop exploring and improving the customer experience. On the other hand, with the guarantee brought by our organizational change to our customers, the service commitment is to open to ourselves, and we have put forward higher requirements for ourselves. ”

For more than 20 years, the confidence that consumers have given us is courage, and behind courage is integrity. From Lianjia to Shell, and then to today's quilt, we always believe that we can build core competitiveness without deceiving people, and the key is to solve the problem. Liang Hongli said that Beike is also learning from first-class enterprises like Huawei, learning scientific management, not taking shortcuts, customer satisfaction, naturally Beike will also get due feedback, which is Beike's continuous competitive strategy for more than 20 years, and it is also the choice of Beike's career development.

Liang Hongli emphasized that to do such a difficult and correct thing, how to solve the problem of ethics? Behind the essence is the quality of people, it is not easy to be an employee of Beike, once or twice a year, take the exam of everything, test the major, and test the bottom line. "We look at the core of people is two: one is professional, to empower trainers, and the other is ethics, if employees violate the bottom line of professional ethics, the most serious is to be fired directly, never hired. ”

Make the decoration more transparent and worry-free

Li Tong said at the press conference that the launch of "ten hearts" and reassuring services made all parties in the market feel deeply excited and encouraged. In particular, we look forward to the upgrade of this service commitment, which is not only a part of Beike's strategy to improve quality, but also a major opportunity for the home improvement market to achieve quality transformation and upgrading.

He stressed that the problems existing in the home improvement market have the following characteristics: First, due to the lack of a unified and clear standard system, the service quality of the industry is unstable. Second, the price system is not transparent. Third, the after-sales system of home improvement services needs to be further improved. "Improving the level of home improvement services and ensuring the quality of home improvement consumption should be a long-term and systematic project. ”

The use of new technologies, new methods, new means, improve the home improvement service industry dispute resolution mechanism has been put on the agenda, Liang Lei also emphasized: "whether through science and technology, or through management, there needs to be a set of mechanisms to make the standard can be implemented, in order to continuously improve the professional ability of the whole industry, to provide customers with more certainty, to complete a beautiful home." ”

In the eyes of the industry, home improvement enterprises can only form the most solid "moat" by taking the road of quality. The "ten hearts" peace of mind service commitment of the quilt upgrade is another vivid practice of upholding the good for consumers and promoting the quality and upgrading of the industry, which can help the upgrading of home decoration consumption and make the decoration more transparent and worry-free.