\u003cdiv class=\"rich_media_content\"\u003e\u003c!--NO_AD_ERROR_2--\u003e\u003cp style=\"text-align: center\"\u003e\u003c!--IMG_0--\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-left: 0px; margin-right: 0px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-left: 0px; margin-right: 0px\"\u003e小米被美的卡脖子了？\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e昨天（21日），这条消息引起了不少人的关注。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e今天周末，我们简单聊聊。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e先简单说下这个消息。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e有媒体报道说，最近，美的通过中国区各区域负责人向合作售后服务商传达一项特殊政策：禁止服务商同时承接小米或格力的空调售后及安装维修业务。\u003c!--NO_AD_0--\u003e\u003c!--EOP_0--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_0--\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e还有媒体归纳“要么跟美的一条心，要么就去接\u003c!--SECURE_LINK_BEGIN_0--\u003e小米\u003c!--SECURE_LINK_END_0--\u003e的活——二选一，没得商量。”\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e据说，有小米经销商说的确有这么回事。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e随后，美的却通过媒体表示，美的无强制售后服务商排他性合作的行为。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e具体情况是什么，不想去掰扯。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e我今天要说的是家电服务业。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e这个市场有多大？\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e去年有个新华社的消息，中国家用电器服务维修协会数据，根据初步测算，2023年，家电服务业总体规模近万亿元。\u003c!--NO_AD_1--\u003e\u003c!--EOP_1--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_1--\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"text-align: center\"\u003e\u003c!--IMG_1--\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e但遗憾的是，却没多少人真正重视这个市场。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e其中很重要的一个原因是：这个行当苦、脏、累。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e举个典型的例子：空调安装。现在房子越盖越高，不少城市住宅甚至能盖到三五十层，空调外机预留的位置又是犄角旮旯的，不管是安装，还是维修，都要费心巴力地在百米高空走一遭，十分危险。\u003c!--NO_AD_2--\u003e\u003c!--EOP_2--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_2--\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e现在，中国产能全球NO 1，但是，在二三十年前，像电视机、空调、冰箱生产出来就不愁卖。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e而现在，厂家们也把主要精力放在营销上，精密的PPT，密集的广告，各种促销……\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e大部分商家嘴上说售后很重要，但实际上做起来就是另外一回事了。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e所以，家电服务业典型特点就是“又小又散”，而且地域性很强。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e同样有数据，我国家电服务业企业数量超�万家。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e其中，服务收入超�万元的领跑型企业数量，也就百十家。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e目前，这块主要有三类企业：\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e一是渠道商。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e比如，苏宁、京东。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e二是家电企业。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e也有下苦功夫的家电企业。比如，\u003c!--SECURE_LINK_BEGIN_1--\u003e海尔\u003c!--SECURE_LINK_END_1--\u003e、美的、格力、海信等等。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e三是第三方。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e这个类似的有啄木鸟。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e售后的网点投入是很大的，要有场地，要养人员，关键是一个城市往往需要的网点不是一个两个。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e响应要及时，服务要可靠（也就是说要各种培训，质量跟踪，处理投诉等等）。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"text-align: center\"\u003e\u003c!--IMG_2--\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e所以，有厂家就想走捷径：借助友商或者第三方来搞售后，甚至有生产也是贴牌的，精力就放在营销上。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e这也是我恰恰想说的。我们现在进入了买方市场，厂家们把搞发布会、打广告十分之一的精力来搞售后，也就不会有“小病大修”“偷换配件”，十几块的空调电容器卖�多的现象了……\u003c!--NO_AD_3--\u003e\u003c!--EOP_3--\u003e\u003c!--NO_AD_4--\u003e\u003c!--EOP_4--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_4--\u003e\u003c!--PARAGRAPH_3--\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e马云曾说，让客户满意的售后服务，才是销售真正的开始。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e售后比售前更重要，把售后做好，近者悦远者来。\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e\u003c/p\u003e\u003cp style=\"line-height: 1.75; margin-bottom: 20px; margin-left: 0px; margin-right: 0px; margin-top: 20px\"\u003e伟大的企业，成长从来没有捷径。\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003cp style=\"text-align: center\"\u003e\u003c!--IMG_3--\u003e\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003cdiv powered-by=\"ex-editor\"\u003e\u003c/div\u003e\u003cstyle\u003e.rich_media_content{--news-tabel-th-night-color: #444444;--news-font-day-color: #333;--news-font-night-color: #d9d9d9;--news-bottom-distance: 22px}.rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}.rich_media_content{color:var(--news-font-day-color);font-size:18px}@media(prefers-color-scheme:dark){body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content{color:var(--news-font-night-color)}}.data_color_scheme_dark .rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}.data_color_scheme_dark .rich_media_content{color:var(--news-font-night-color)}.data_color_scheme_dark .rich_media_content{font-size:18px}.rich_media_content p[data-exeditor-arbitrary-box=image-box]{margin-bottom:11px}.rich_media_content\u003ediv:not(.qnt-video),.rich_media_content\u003esection{margin-bottom:var(--news-bottom-distance)}.rich_media_content hr{margin-bottom:var(--news-bottom-distance)}.rich_media_content .link_list{margin:0;margin-top:20px;min-height:0!important}.rich_media_content blockquote{background:#f9f9f9;border-left:6px solid #ccc;margin:1.5em 10px;padding:.5em 10px}.rich_media_content blockquote p{margin-bottom:0!important}.data_color_scheme_dark .rich_media_content blockquote{background:#323232}@media(prefers-color-scheme:dark){body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content blockquote{background:#323232}}.rich_media_content ol[data-ex-list]{--ol-start: 1;--ol-list-style-type: decimal;list-style-type:none;counter-reset:olCounter calc(var(--ol-start,1) - 1);position:relative}.rich_media_content ol[data-ex-list]\u003eli\u003e:first-child::before{content:counter(olCounter,var(--ol-list-style-type)) '. 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