Secret fat from the east: What is the secret of retailing sea fishing?[i horse roundup of only 40 square meters of tobacco and sugar business started from a small grocery store business area, but now has more than a dozen stores, more than 10,000 employees, an annual turnover of billions of leading regional retail Enterprise, fat from the east took 18 years and is currently its geographical coverage Xuchang, Xinxiang, etc., set supermarkets, convenience stores, hypermarkets, large-scale shopping malls and other formats Womens Nike Zoom Hyperflight PRM in one. The 'retail sea fishing,' said the fat from the east What secret? A service innovation Harvard Business Journal published a research report: '25% to 85% of the company's profits come again from the customer, and attract them to come to the first factor is the quality of service is good or bad, followed by the product itself and, finally, price. 'In the growing homogenization of merchandise today, service has become available to retail customers added value and achieve competitive differentiation effective means. With value-added services, is to provide more and better additional services in addition to goods to meet consumer needs. Founded in 1995, Mochizuki store fat is fat from the east predecessor. Its founder in the East with a 'cheaper price than others, good attitude point,' the simple business sense to open a business trip. At that time, Cheap Nike Free Outlet for the Womens Nike KD VI full fake, defective, expired commodity markets in the East that 'with genuine, sincere change,' the idea was a success beyond all expectations. More Nike Kobe 9 EM importantly, in the east which has won the trust of customers, the initial shape of the fat from the east to genuine market image. After four years (ie 1999), in the East raised 'not satisfied with the return,' the new concept. As a result, all of a sudden there were many malicious return phenomenon. If people want to get married, he went to the East to buy a fat suit, and so after finishing the wedding and then return. In the East did not give up, but to persuade employees say, after all, are in the minority, not because of the actions of a few people canceled most people should enjoy the service; and these people obviously have needs, they explain why return? There are problems, we help them out when. Also in that year, it pioneered the fat from the east, including the parking lot, cheer, drinking water, telephone, ironing clothes, tailoring pants edge, including a free service. Moreover, the fat from the east to the electrical maintenance department also offers free repair service, regardless of whether the product was purchased from fat from the east. If you find it difficult to be repaired or row in the waiting list by position, in order not to delay the use of fat from the east to prepare the common small appliances let customers take home use. Some high-end electronic products in Xuchang, no maintenance, fat from the east on behalf of consumers to Zhengzhou repair, maintenance costs, in addition to factory maintenance charges, fees fat from the east Fenwenbuqu foot. In the fat from the east or Xuchang other stores buy the goods, the company purchasing the original price, without charge. These services seize the customer's heart. Fat from the east of services can be seen as a disguised subsidy, both for consumers Thanksgiving and feedback, but also became a powerful weapon to attract consumers. Its service innovation can be classified into Nike Air Max 2011 Women the following six categories: 1, not satisfied with the returns in fat from the east all the services in the 'not satisfied with the return' is the fat from the east marketing services is a major feature. As early as 1995 the enterprise was first established in the flooded with fakes, the fierce market competition, the fat from the east to the proposed 'exchange with a genuine sincere' business philosophy, in 1999 that 'satisfied with the return,' since the formation of the complete 'with a genuine sincere change, not satisfied with the returns' service marketing idea. Uphold all the principles of customer-centric, customer satisfaction as the starting point, the fat from the east to the 'not satisfied with the returns' is 'no reason to return, unconditional return.' Whether consumers are characteristic colors of goods purchased fat from the east, style, texture, price, etc. are not satisfied, or just for their own reasons, goods sold within three days return, fat from the east do not ask why apply immediately. 2, rational consumption fat from the east does not encourage customers to spend money recklessly, but encourages responsible consumption. In recent years it reduced Nike Air Max or even stopped almost all kinds of promotional activities, so as not to blind customers to buy discounted goods. In the top of the fat from the east to the jewelry counter There is a Tips: rational consumption happier. Marked with small print below: fat from the east to remind everyone according to their economic situation, rational choice, do not bear unnecessary financial burden, the money spent on more practical place. 3, refund the difference up fat from the east an additional commitment wholeheartedly endorsed the 'normal price adjustment within 7 days of merchandise, to give back the difference.' Not long ago, the international price of gold plummeted, customers in the fat from the east to buy gold jewelry to enjoy this policy, they have come to replacement difference. 4, East fat free service to create a more perfect pre-sale service system, up to hundreds of services, but there are 18 free service, such as free parking lot, Air Jordan Outlet free cheer, offer free repair Car tool, free bag storage, free to charge their cell phones, free shipping, free maintenance, free laundry, free ironing, free catcher, free shoe Nike Air Max 2011 repair and the like. No matter where customers shop, car free fat from the east exist; no matter where customers buy clothes and shoes, get fat from the east free ironing, sewing, repairing, all comers. 5. Complaints award for customer complaints, fat from the east not only offensive, but also to encourage and reward, for this purpose, the establishment of a $ 500 customer complaints Awards: confirmation verified by the manager on Nike Kobe 9 Elite Low duty that day, the complaint sent to customer 500 yuan reward. 6, out of all registered customers fat from the east have not buy the goods or urgent need, you can call the hotline Jigou. Fat from the east in the country responsible for an inquiry, the procurement of goods as soon as possible, even to go to the store to buy rivals, do not let the customer down. Had a customer is sick family medicine introduction Jigou forty-two Soba do, do not buy everywhere, on the fat from the east to the stock records, then fat from the east sent people purchased Soba, handed customer hand , the solution of the customer's urgency. Second, staff motivation and efficient customer service team is supply high quality service is the fundamental guarantee. Fat from the east by paying incentives and training to ensure efficient service team. As a four-city, Xuchang, Henan local basic monthly salary of 1,500 yuan, while the fat from the east level employees can get 3,000 yuan - 3,000 yuan which includes base salary and performance bonus (due to different departments and different positions, vary the amount). In addition, all employees by the end you can get a bonus, the money from the company's net income redistribution, even if it is fat from the east of a cleaner, annual income of up to four or five million, compared to Xuchang city center median house price, but also 5,000 yuan / square meter. Saying white words, a human one, the objective ninety nine. If something worth a dollar, you can cut to ninety nine, that you make, because that did not Nike Air Jordan 6 Women change what you get, cheap; but if a person's service value of a dollar, you cut to ninety nine, Then you might suffer, because even a deal, the service you receive may be discounted, it is not to bargain, should take the initiative to give him a piece of a, so Women Lebron Hyperdunk 2013 that we can get value in return. This simple but profound truth, the founder of fat from the east to the east as if born to understand, he said in an open letter to employees wrote: 'I suggest 50 percent of net profit enterprise based on Womens Nike Zoom Hyperflight PRM wage protection on at least get back to create the wealth of employees and managers, according to their pay reasonable allocation, or a bonus or added to the monthly salary, no matter what form Just let employees are on the line; the remaining 50 percent return to shareholders, so that it is reasonable and fair, so that your team will be more careful, more cohesive. 'Years ago, in the East advocated the distribution of wealth to employees, beginning in 2000 he decided to divide shares of the company to employees, and now he It retained only 10% of the shares. In the East have been insisting on the staff to come up with 50 percent of wealth redistribution from the company's net income, to earn extra points, the less points earn less. He even those who come to learn of fat from the east direct propaganda chiefs: If you do not resolve the 50% profit sharing to employees, they do not come to me to learn, learn and white school three or create inter-win value community! When the fat from the east to take care of employees, such as improving the welfare of the move, naturally led to contradictory - how fair treatment and management of low pay suppliers promoters? Thus, in the Nike Zoom Soldier VII East to require all promoters in their store with a supplier to pay wages not less than the promoters of the fat from the east to the minimum wage, which at first was opposed to most vendors. In the east of patience, perseverance, continue to lobby them to enlarge that vision and are willing to drop some of the rebate since indeed difficult to brand. In the east also urged suppliers to the promoters of insurance, labor-intensive enterprises to take steps to help solve the problem of labor and social security, and these passed to the idea of employing more people in the industry. Say 'peer is the enemy', but with the fat from the east competitor launched more than a decade of cooperation. In 2002, in order to improve competitiveness and fat from the east and Nanyang Wan Delong, Luoyang Zhang Xinyang West three companies formed the 'quartet and underground mining,' the sharing of resources, work together to upgrade. Initially, four joint purchasing fresh, fruits, nuts and so on, it will help ensure the quality, and reducing costs. Later, the 'quartet combined mining' by a boss-level communication actually evolved into each other's departments, communication between the stores and the stores and learn, every financial data, customer resource completely open to the other three. Monthly business seminars, promotions, holiday stocking plan will be, management seminars, group training and even the four companies employees have become unshakeable routine. For the east saying:. ''Quartet combined mining' union is not the procurement is thinking' four fine management fat from the east to set up a special post gymnastics team and a solid position to implement this standard operation fine management, job gymnastics team was established in August 2008, by the department's part-time crack composition, the group aims to allow the company to have a working standard for each job, the task is to organize and supervise the various departments according to the real sector situation, the development of the practical operation of manual jobs, and draw feedback from front-line staff, to be revised and improved job standards. The company believes that the system should serve the people, so this job is the purpose of the practical operation of the standard 'from employees, but also to serve the employees' standards booklet has Nike Air Jordan 8 gone through a simple to complex, from the general to the repeated discussions, practice and process modifications. It is worth mentioning that the practical operation of this job standards are developed by the front-line staff themselves, because it is coming from practice, so to ensure the operability standards, and also meet the 80 and 90 after the new Lebron James generation of employees Demand - DIY, develop their creativity and achieve a sense of mastery. Currently fat from the east is divided into 10 departments: the Department of supermarkets, clothing department, electrical department, jewelry department, pharmaceutical, catering, Times Square, shopping, functions and management positions. This is a total of 10 departments 121 jobs, including 35 jobs in operation process is more mature, has been printed in the practical operation of manual jobs, there are 12 post operation process also made into a video data. The remaining 46 positions in the gradual production standards, additional 75 jobs standards are still being revised and improved. Fifth, in the form of multi-format mixed retail giants have a distinctive format most, such as Carrefour, Wal-Mart and RT are single large supermarkets, family and 7-11 convenience stores belong to diversified forms, and the forms of the fat from the east was - - from supermarkets to department stores, from stores to convenience stores, from pharmacies to the mall, fat east to intensive commercial monopoly on large networks almost daily retail Xuchang area. In Xuchang City, fat east of Times Square and not only two large living Plaza shopping center, also opened a Circuit City, Volkswagen apparel department stores and several supermarket chains. If we say, Times Square located in the high-end, life plaza located in the side, then the mass apparel department store is located in the low-end market, thus, fat east of merchandise from jewelry to medicine, from cell phones to home appliances and vegetables fresh from the movie theater to the bookstore, from dress shoes to food snacks to all ordinary people food and clothing expense and entertainment needs, ranging invariably meet, covering high, medium and low all market segments. (According to the 'Business Review', 'Tsinghua Management Review' and 'enterprise Herald' reported.)