The consumer value theory points out that services are not what businesses do, but what consumers perceive. Business services should re-establish consumer-to-consumer perceptions of the supply of value, based on consumer value demand. Since 1978, when china's first full-automatic washing machine was produced, in 34 years of development, the swan washing machine has always adhered to the primacy of its users, conquering each and every user with practical action and deepening the whole-hearted idea of service. In 2011, in the event “thirty-three years to witness the legend of quality — small swan washing machine million dollars to look for older users throughout the country”, many of the older users told their moving stories about their wholehearted service。
An old user of yang's name from the gansu border, for example, told the story of an 800-km trip from a small swan. According to an old user, in the 1990s, when the swan washing machine at home was used for some time, the noise was found to be high, but there was no fixed maintenance point, which was more than 800 km apart from the nearest swan washing machine in lanzhou, when it took almost one day and one night to take a train。
“with a test mind, the after-sale service call for the swan washing machine was reached, and it was surprising and moving that the swan washing machine was driven more than 800 kilometres west by its after-sale attendants, who sent us services”, the old user described the lack of even a specific address on the map, due to the confidentiality of the work place, and the fact that communication was not so convenient now, and that the swan washing machine staff was very moving to check the past。
Another old user from shandong zinan said in microborg, "the swans are better served, my washing machine had a small problem, and the service staff had travelled more than a hundred kilometres for free maintenance and was moved."
A few decades ago, the swan introduced a variety of well-meaning service concepts that have led to the upgrading of services in the washing machine industry, with tangible actions to send a drop-and-drop to consumers. It is understood that in the history of the services of the swan washing machine, the “12345” feature service has been used by a number of older users, namely, “a door service with two pairs of shoes, two words in the door, three pieces of cloth (one sheet to fix, one pad to wipe, one sheet to wipe), which is not permitted (no smoke by a user, no water to drink, no indiscriminate charges, no gifts to the user), five years of warranty, no call, no penalty for delay。
In order to better implement the whole-hearted service concept, the swans continue to improve their service systems. Today, the 24-hour after-sale service line, 400822828, is open to users throughout the country, with 1,000 lines, 5,300 service points across the country and a team of 20,000 people, providing easy and fast access to the services and fulfilling the promise of the swan's “smoke heart” service。
Thirty-four years of songtime, the swans have always been based on the needs of their users, served with real kindness, gained widespread acceptance and trust from a wide range of users, referring to the swans, and served with a wholehearted stream of warmth, warming thousands of new and old users。
