The Shoes Bought In Detail 2 Years Ago Can Also Be Returned.

Is it a problem?

The first pair of shoes: customers bought half a year ago sandals, for a variety of reasons no longer like, but only half a year later, the business department to return second pairs of shoes: customers bought shoes for a few years later, found that the size is not appropriate to return, but the time limit for return has long been over in the popular TV drama "soldier assault", Xu three more said: "to live well."

What is good living?

It means doing something meaningful.

What is meaningful work?

Is to live well...

Truth is often empty.

So, when Cai Ming, general manager of Chengdu Hualian Commercial Building, said, "the building is built from brick to tile.

Similarly, a department store has to be recognized, and the most important part is at the very least. "

It is generally believed that this is a hollow truth.

But Cai Ming was very serious and did not smile on his face.

These time tested words are real, not gloss, or beautiful, but they are all in one sentence.

A pair of shoes can be exchanged for "live advertisements", but it is hard to really do it.

Cai Ming's demand for himself and his employees is not to shout slogans, but "to do things in a little bit, bit by bit."

Chengdu Hualian has always been at the forefront of Chengdu's Dongmen's consumption list, and Cai Ming knows how it all came from.

"Two pairs of shoes, I am very impressed."

Starting from two pairs of shoes, Cai Ming dissected the "nuclear" of Chengdu Hualian.

A customer bought a pair of sandals in July 2007 and felt that they did not like it for a variety of reasons, but they did not return to the shopping mall in time to return the goods.

In December 2007, the customer came to the mansion with his shoes and asked for a refund, but the salesman disagreed.

When the customer service manager comes to the scene, he returns the money back to the customer immediately.

The departure of customers' satisfaction has become the "live advertisement" of Chengdu Hualian, which has been propagandizing to the surrounding people, saying that they are "honest and trustworthy".

There are also a pair of shoes from the old customers in the commercial building.

After buying shoes for a few years, she found that the shoes were not the right size, so they returned to the mall for return.

Managers did not agree at first, because the customers bought shoes two years ago, earlier than the commercial and government regulations.

But considering that she was an old customer in the commercial department, she finally returned the goods for her.

Beginning with the story of two pairs of shoes, Cai Ming drew an important incident in Chengdu Hualian. In 2004, Hualian Commercial Building launched a new customer satisfaction project.

That is, "three commitments" - complaints, rewards, dissatisfaction, returns, fake and shoddy claims, and "four services" - warm service, after sale service, convenient service and comfortable service.

"In fact, the development of things is far more difficult than imagination."

The difficulty comes first from the inside, and the unsatisfactory return method causes great repercussions in the management crowd, and even becomes a "disgusted" place, resulting in serious resistance.

For example, two years later, shoes changed. It was too unreasonable for managers to deal with this matter, for fear that customers would often use this as an excuse to return goods, increase work pressure and burden, and feel wronged, so they offered to resign.

"I went to work for him myself."

Cai Ming had a strong feeling about this: "to be an enterprise and to be a man is to be trusted and successful and sustainable."

Facts have proved that "two pairs of shoes" have not only won the loss of commercial buildings, but also won the praise of customers.

"How difficult it is to win customers' trust."

Cai Ming said that if trust is lost, a stronger shopping mall will be hard to sustain.

Therefore, although only two pairs of shoes, but cash is the promise of the community.

He cares most about small business as a shop which has been in operation for more than 13 years. Cai Ming is very clear that the facilities in the shop are very old. Compared with the newly opened department stores, there are many deficiencies in hardware.

But Cai Ming mentioned the popular saying in the Department Store: "now we sell goods instead of goods."

Above this, Cai Ming claims to be very qualified.

"We think that service is embodied in detail."

Throughout the conversation, Cai Ming always emphasized the word "detail" again and again.

As far as possible, from the perspective of customer demand, we should try our best to gradually improve the hardware and software environment, so that customers can feel different services. This is exactly what Cai Ming calls "details".

For example, in November 2007, the new customer toilet in Chengdu Hualian Commercial Building was put into full use, adding more humanized facilities, and setting up a special bathroom for the disabled on the first floor, showing the love for special groups. In December 2007, the Chengdu Hualian overcame technical difficulties and pferred the new escalator crane into the store outside the shopping mall, replacing the old 5 steps staircase to escalator to provide greater convenience for customers.

"These have been welcomed by customers."

For Cai Ming, these "small" things are exactly what he cares most about.

To Cai Ming's great satisfaction, there is another move taken by the Hualian Commercial Building in Chengdu, which is rarely done by the famous department stores in China. When sorting out goods, counters are strictly prohibited from placing goods directly on the floor.

"I told my employees:" if the customer sees what we call "fashion and honourable" in the advertisement is directly placing the goods on the floor, what do the customers think?

He is always like this, accustomed to pposition, to think of himself as a customer, so things are easier to handle.

The "big project" is a small fitting room in the fitting room, and it is also a "small place, big effect" in Cai Ming's mouth.

"Do you know?

We have built a project in Chengdu Hualian. "

Where is the project?

Cai Ming said, "in the fitting room."

Cai Ming, smiling, explained that the "321 project" of the fitting room was set up after repeated consideration and comprehensive investigation of the customer. "3" is that there are 3 hooks in the fitting room for customers to put on their coats, trousers and bags. "2", we need to have two pairs of shoes in the fitting room: winter cotton towing and a pair of fashionable shoes. The cotton towing is afraid that the customers feel cold feet, and the fashion shoes are designed to make the customers feel the effect of the clothes. 1, there is a partition between the fitting rooms to facilitate the customers to put small items such as mobile phones.

"We think the fitting room is a place that reflects the details of department stores."

He further shows that this year will also beautify the fitting room facilities, such as uniform mirror frame standard, all the mirrors must be carved with gold so as not to crash customers, unify the door knobs, and unify the opening direction of fitting rooms, so as to maximize the customers' consideration.

"There is a very good word," he said.

Cai Ming liked the word and positioned it in a working state of the employees, feeling that "this is a perceptual description of human services".

Toilet, fitting room, door handle...

These little things are crucial for Cai Ming to win customer loyalty.

"In the final analysis, trust."

Between commercial buildings and customers, people can only be harmonious through trust.