Tian Xing left after talking to Feng Xiaochen about these things, and he made this trip specifically to get a promise from Feng Xiaochen. In fact, he didn't pin all his hopes on Feng Xiaochen alone, during this time, whenever any unit had a chance, he would come to the door to promote the Eurasian Land Bridge. However, Feng Xiaochen knew that in order for the Eurasian land bridge to really play its role, it would have to wait until after the beginning of the new century, when China would become the world's factory, the scale of Sino-European trade would expand dramatically, and an Eurasian land bridge would no longer be enough.

Seeing Tian Xing away, Liu Wang's face was full of joy, and he pulled Feng Xiaochen to thank him repeatedly. According to the calculation of the railway, even if the time for customs clearance in various countries is added, the underframe beam will only take 20 days to transport to Spain, which is half the time saved by sea, and the cost is basically the same as that of sea transportation. The sales office also urgently contacted the customer in Spain, who said that he could help Lin Zhong complete some customs clearance procedures, and also expressed strong interest in this kind of rail transportation beyond the continent. This matter can be resolved, and a stone in Liu Wang's heart will fall to the ground.

Strictly speaking, the solution of this problem actually has little to do with Feng Xiaochen's help. The plan of transportation through the Eurasian land bridge was hoped for by the railway department, and Feng Xiaochen's role was at best to convey this message to Tian Xing. However, Liu Wang still has to accept Feng Xiaochen's favor, and he is also a general manager, and he came over after receiving a call from him, what a face.

"Mr. Feng, thanks to you this time, if it weren't for your contact with the Ministry of Railways, we really didn't know that there was a way of railway transportation. It's so much better now, it saves half the time compared to going by sea. The sooner the underframe beam arrives, the sooner the customer's side can resume production. You don't know, this kind of big equipment, lying on the nest for a day, is a loss of tens of thousands. Liu Wang said to Feng Xiaochen with nice words.

Feng Xiaochen lowered his face slightly, and said, "Director Liu, we have been busy solving the transportation problem before, and I haven't had time to say something to you." This time, in the final analysis, it was your factory that made a mistake. If you don't send the wrong part, the customer will now be able to use the repaired machine. You made the customer wait for an additional 20 days, which not only affected the reputation of your factory, but also the reputation of China Equipment. ”

Liu Wang was stunned, and then changed a heavy expression, nodded again and again, and said: "Yes, yes, our factory has a great responsibility for this matter, which not only affects our own reputation, but also affects the reputation of our country. ”

Feng Xiaochen waved his hand and said: "Director Liu is serious, we are a cooperative relationship and a brother unit, if you want to do a review, it will not be my turn to do it." However, Director Liu, I would like to ask if Lin Chong has any rectification measures for this incident, and how can he ensure that similar things will not happen again in the future. ”

"Well...... this" Liu Wang was a little speechless, and misjudged the fault of the underframe beam as the fault of the crawler frame, which was indeed a very serious mistake. But training people is training people, if you want to talk about how to ensure that you don't make the same mistakes again in the future, Liu Wang really can't think of any good way. The equipment is used in other people's places, separated by tens of thousands of kilometers, and if something goes wrong, I can only listen to the other party's description. How can the other party, as a user and not a manufacturer, accurately describe the situation of the failure, unless they send someone to the customer's permanent residence......

"Director Liu, when you were at Director Song's place yesterday, you said that you could send someone to stay at the customer's place, do you think this plan is feasible?"

Feng Xiaochen seemed to have some telepathy with Liu Wang, and directly said what Liu Wang thought in his heart.

Liu Wang did say this the day before, but he said it with a negative attitude. Sending people to be stationed in Spain can of course solve the problem of untimely troubleshooting, but the resulting costs are unbearable for Lin Chong. The cost of living in Spain is more than 10 times higher than in China, and how much does it cost to send someone to live there for many years?

"Mr. Feng, the idea you said is very good, but the cost is too great for us to bear. In Spain, we sold a total of four machines. It's not cost-effective to send someone to stay there for these four devices. Liu Wang explained.

Feng Xiaochen said: "I didn't let your people stay in one place, you can build a European customer service center, and if there is a problem in any place, you can rush to the place to deal with it." Europe is small in size and has very easy transportation between countries, so it is much easier than sending people from China. ”

"However, we haven't sold a few devices in the whole of Europe so far, so it's a waste to build a customer service center. Liu Wang said.

Feng Xiaochen smiled slightly and said: "You Lin Zhong really didn't sell a few pieces of equipment, but if you add Luo Ye, Chenyu Construction Machinery Company, and even Qin Chong, Puzhong, Beihua Machinery, etc., to jointly build a customer service center, is it feasible?"

"Build a customer service center together?" Liu Wang didn't understand, "Who will build this center? ”

Feng Xiaochen has been thinking about this matter since yesterday, but because the transportation problem has not been solved, it is inconvenient to discuss it with Liu Wang. Now that Liu Wang didn't understand his intentions, he patiently explained:

"Director Liu, my consideration is this: we have achieved zero breakthrough at the Munich exhibition, and a batch of equipment has been sold to Europe, Africa, Latin America, Southeast Asia and other countries. In the future, the scale of our equipment exports will be further expanded, and I believe that the growth rate will be very fast. After-sales service is a part of sales, it is not only our commitment to customers, but also an important part of improving customer satisfaction and enhancing brand influence.

This time the Spanish affair is a good example. Because we do not have an on-site after-sales service team, it is impossible to determine the cause of the failure of the customer's equipment in time, which delays the maintenance time. If we could have established an after-sales service center in Europe, such a problem would not have arisen.

As for who will build this service center, if your enterprises feel that it is difficult, the equipment industry company can take the lead, but the personnel of the center need to be selected by each enterprise. After-sales service personnel, no matter which company they are selected from, must go to various enterprises for training before going abroad to understand the basic knowledge of the equipment of each enterprise, at least there will be no misjudgment of the underframe beam failure as a crawler frame failure. ”

"What about the cost?" Liu Wang asked subconsciously, and after speaking, he felt that he had said the wrong thing, so he quickly changed his words and said, "Look at me, I'm really confused, of course, this cost is shared by our various companies." If everyone has such a share, each family will not have much money, which we can fully afford. ”

"That's right. Feng Xiaochen said with satisfaction, "Lao Liu, if we want to go to the world, we can't care about these small accounts." Think about it, you've only sold four excavators in Spain right now, and how big is the whole Spanish market? How big is the whole European market? If the customer thinks you're in the right service and is willing to buy more of your equipment, how much money can you make?"

"Yes, yes, Mr. Feng is right, it's time for us to settle the score. Liu Wang nodded, but he was obviously a little insincere.

Feng Xiaochen heard it, and asked with a smile: "What, Lao Liu, haven't you figured it out?"

Liu Wang smiled and said, "Maybe it's a little bit too much to turn all of a sudden." Mr. Feng, you said that we should build an after-sales service center, which is of course from the perspective of serving customers. However, I have the impression that people give us old takeaway equipment, but they never say that they want to build an after-sales service center. We buy machine tools from Japan and Germany, and after a breakdown, we have to wait for their maintenance personnel to fly over from our country. Developed countries are the most customer-oriented, and no one has built a service center abroad, and we are still a poor country, is it necessary to do this?"

Feng Xiaochen said: "Lao Liu, your last sentence is right, we are a poor country. It is precisely because it is a poor country that it is necessary to do so. ”

"I don't get it. Liu Wang made a circle of confusion.

Feng Xiaochen said: "The Japanese and Germans do not build service centers in China because they are not afraid that we will not buy their equipment. Their equipment is advanced, we can't build it ourselves, if we don't buy it from them, where can we buy it? No matter how bad their service is, no matter how ugly their face is, we have to endure it, don't you say?"

"Isn't it!" Liu Wang agreed, "The last time we had a German grinder break down, we asked them to send someone to repair it, and their repairman took two months to arrive." But we don't have a temper at all, because if we don't buy their grinders, who else can we buy?"

Feng Xiaochen said: "That's right. It is often said that the store is a big bully, and the customer is a big bully. Our technology is not as good as Europe, America and Japan, and we are required to sell our equipment, so people don't have to consider after-sales service. And we sell the equipment abroad, even if it is sold to Africa, we must do a good job in after-sales to make people satisfied. Because if people are not satisfied, they will turn to buy equipment from Europe and Japan, and our market will be lost. ”

"I understand!" Liu Wang really understood what Feng Xiaochen meant this time, "Our orders are all snatched from Europeans and Japanese, plus our technology is worse than others, and the brand is not well-known, if the service is not as good as others, then why should those old blacks buy our things?"

"That's right, that's the truth. Let's do it without further ado!" Feng Xiaochen said.