Li Ruoyu said with a smile: "Relationship marketing to enhance customer loyalty is a special issue that our sales department should pay special attention to, in fact, this is not only a matter of the sales department, every department and every employee of the company is related to this." The criteria for measuring customer loyalty include the number of repeat purchases, the time of customer purchase selection, the customer's price sensitivity, the customer's attitude towards competing products, and the customer's ability to tolerate product quality accidents. The above criteria can be divided into staunch loyalists, medium loyalists, transferable loyalists, and changeable people.

Customer loyalty is primarily driven by maintaining customer satisfaction. ”

"Customer satisfaction refers to the state of pleasure or disappointment that occurs when the customer compares the feeling and effect of the product with the value they expect in advance. It may seem difficult to maintain customer satisfaction, but it is not. First of all, the customer's expectation comes from our commitment, so the commitment of the mixing plant to bid and negotiate should meet the basic requirements of the customer, and cannot be exaggerated to avoid the future can not be realized, and the customer has a large mental gap. Second, in the process of supply cooperation, we should strive to coordinate and ensure quality and supply, and often understand the customer's evaluation, so as to avoid ignoring the customer's opinion and not solving the problem in time and causing harm to the customer. ”

"Customer loyalty is built over time, and it's rare to do it overnight. We must persevere in relationship marketing, so as to convince people with virtue and do things with reason. And establish a good emotional complex with the key personnel in all aspects of the user side, and slowly customer loyalty will naturally increase. ”

Xie Zili interjected: "Mr. Li, can you tell us about the specific aspects of our other departments to maintain customers, I think everyone present is not very clear and needs to learn." ”

Li Ruoyu said with a smile: "Then take our Huhai Yijian Concrete Company as an example, the company's business personnel will often communicate with users to understand the progress of the project. Before supplying, the company will send special personnel to inspect the construction site in advance, and formulate a pouring plan to make a good preparation. Production scheduling and quality inspection personnel will strengthen contact with the construction party at any time to implement other requirements such as supply time, construction site, strength grade, slump, etc. ”

"In addition, the fleet will arrange the required vehicles in advance and ensure that the vehicles are in good working order. After the start of supply, the company's production scheduling will be based on weather conditions, temperature conditions, traffic conditions, construction progress and other factors, and coordinate the configuration and transportation of vehicles to increase or decrease appropriately; When encountering traffic jams, adjust the transportation route in time to ensure that the traffic is not stopped and the vehicle is not pressed. The convoy and the general dispatch will always pay attention to the traffic situation, and if there is a traffic problem that causes road congestion, they will immediately direct the vehicles to transfer, change to other feasible routes, and flexibly control the number of vehicles, not only to ensure the continuity of supply, but also to ensure the slump and workability of concrete. ”

In addition, the company should provide corresponding technical and quality assurance measures according to the technical and quality requirements of the project, carry out the technical disclosure work of relevant personnel in advance, send full-time quality inspection personnel to track the site, and be responsible for the coordination with the site and the whole process of quality monitoring to ensure 24-hour communication. Through guò all-round service, technical support, on the one hand, to ensure product quality; On the one hand, it ensures the smooth progress of the project. In this way, we can not only tap customers, but also retain customers for a long time, thereby reducing the cost of customer development. I think that in the future, Mr. Xie will be responsible for organizing these tasks, so there should be no problem, right? ”

Xie Zili nodded and said, "Of course it's no problem, but there are many things that I still have to ask Mr. Li for advice." ”

Li Ruoyu said with a smile: "Mr. Xie is humble, I believe that everyone can do these jobs well, as long as you work hard, our company management will become better." ”

Speaking of which, Li Ruoyu remembered again that there will be a lot of disputes in concrete sales, which will also give the relevant departments and personnel of the company preventive shots in advance, he changed the topic and said: "Everyone, I also want to talk about some disputes that may occur in the process of concrete sales, which is a problem that we will inevitably face in the future." One is the square deficit. The quantity of ready-mixed commercial concrete supplied by ready-mixed concrete enterprises is one less than the quantity confirmed by the civil construction unit, forming a square volume deficit. This is a deduction. In order to resolve the risk of winning the project at a low price, or pass on the high cost due to poor management, and win the so-called profits of the project, the construction company uses the deduction as a weapon against our ready-mixed concrete enterprises. If the ready-mixed concrete enterprises are not digested in time, they will form unconfirmed supply and unsold, and accumulate to a certain amount, and the enterprise will go bankrupt and die out due to huge losses. Therefore, we must control this risk point, which requires the sales department, the production department, and the technical department to work together to do the work more carefully. ”

"The second is the risk of falling prices. The supply contract signed by the supply and demand sides when the market is relatively stable, as soon as the price declines, the buyer will ask the supplier to adjust the unit price, otherwise it will use various means to default on the payment for the goods and even terminate the performance of the contract for various reasons such as insufficient service. At this point, the supplier will be in a dilemma. If the price falls, it is necessary to unilaterally bear the risk of falling prices of ready-mixed concrete; Exit, and have to work hard again. ”

"The third is quality judgment. In the supply of ready-mixed commercial concrete, there are often two misalignments in quality judgment. First, in order to speed up the construction progress and reduce the number of formwork, the early strength index of concrete and the concrete strength grade proposed by the demand-side unit cannot be unified, and the price loss caused by the super-strength grade is borne by the supplier. Second, when there is a quality problem, it often avoids the reason for violating the operating procedures in the construction process of the demand-side and blindly investigates the responsibility of the supplier. That's what we need to pay attention to. ”

"Then there's the paytrap. Some construction companies that lack integrity often set up payment traps in five aspects. First, in terms of payment terms, there is no exact time limit for payment after the completion and acceptance of the project, etc., and there is no exact time limit for arrears; the second is to extend the payment period by constantly swapping checks; the third is to delay the confirmation time of the supply quantity of ready-mixed concrete and delay the payment of the payment; Fourth, the owner has not paid the project money as an excuse for not fulfilling the payment commitment; Fifth, we are constantly looking for ready-mixed concrete suppliers one after another to evade payment payable. ”

After saying these few risk points, Li Ruoyu looked at everyone, and a solemn look appeared on everyone's face. These problems, because the people present basically have not been engaged in the concrete industry, so they are not clear about these problems, Li Ruoyu told these problems, which can be regarded as making them excited at the same time, but also feel a lot of pressure. Of course, these problems must be faced, every concrete company can not avoid, only to find a way to prevent and solve, is the only way for the concrete company to survive and develop. (To be continued.) )