After hearing this, everyone started to think, and soon someone started to answer:
“It’s normal now.”
“The problem no longer exists.”
“Why do I still feel uncomfortable?”
“…”
Hearing everyone's discussion, Fang Lang smiled slightly. After everyone's voices died down, he slowly said:
"Someone just said that the problem has been solved and parts supply has returned to normal.
Some people also said that it still feels inconvenient if the problem is not solved. In fact, everyone is right.
Why? First, the factory resumed normal production, and the relevant spare parts became available on the market, so customers and auto repair shops could buy them.
...
...
So, many people think the problem is solved.
But why do some people feel that the problem has not been solved and is still not very convenient?
I think this is because although there is a supply of auto parts on the market again, the supply is very chaotic. What you can buy may be a part, but it may not be suitable for your vehicle.
After all, the products produced by each car brand are different.
So, how can we help customers solve this problem?
Shouldn't we provide customers with a channel to directly purchase spare parts corresponding to our own brand?"
Upon hearing this, everyone nodded in agreement.
"Very good, so how should we solve this channel?"
As soon as the words fell, someone answered directly:
“Sell the parts to our dealers.”
Fang Lang nodded upon hearing this.
“That’s great, but as far as I know, car dealers nowadays are often only willing to sell cars, and they don’t just sell our brand.
We sell our parts to this dealer, and we also sell other brands’ parts to this dealer, so is it still confusing?”
In fact, this is the current situation of the automobile market, and everyone is speechless for a while.
Seeing that the atmosphere was almost set, Fang Lang finally stopped hiding anything and got straight to the point:
“So, today we are going to change that.
How to solve it? "
Having said that, Fang Lang slowly stood up and walked to a blackboard at the back of the conference room. He picked up a pen and wrote the words "exclusive store" on it.
“Specialty stores, maybe someone will say, now we also have specialty stores!
But I want to tell you, that’s not right. The stores opened by our dealers now cannot be called franchise stores, they can only be called distribution stores.
The franchise stores I mentioned, in addition to operating our brand, are also responsible for the after-sales service of our brand vehicles.”
As he spoke, he wrote the words "after-sales service" on the blackboard.
"We just discussed how to provide good after-sales service and the supply of spare parts. To be more precise, the supply of original spare parts."
As he spoke, he wrote the words "parts supply" on the blackboard.
“So, in addition to the supply of original parts, what other after-sales services can we provide?
Does maintenance and repair count? If a customer's vehicle is scratched or hit, does the repair for the accident count? "
Everyone followed Fang Lang's lead and nodded:
"Count, count, count!"
Fang Lang smiled and nodded:
“Very good, since these are considered after-sales services, shouldn’t we provide them to our customers?
You know, we are the manufacturer of Mercedes-Benz cars, so the service we provide should be the most professional.
Shouldn’t customers trust us more?”
Seeing everyone nodding, Fang Lang asked again:
“So what other services can we provide besides these?”
Now everyone was a little confused and didn't know how to answer this question.
Seeing this, Fang Lang smiled slightly and continued:
“Think about it, since these exclusive stores that only provide services for our brand vehicles can gain the trust of customers, doesn’t that mean that we have established an effective communication channel with our customers?
With the existence of this channel, customers can provide feedback through this channel if they have any questions.
Can we improve our shortcomings based on the actual experience of our customers?
Let our products increasingly meet customer needs.
Once our products become the products that best meet customer needs, what does that mean, do you understand? "
After everyone heard Fang Lang's words, their eyes gradually began to light up. This was an idea that no one had ever thought of before, and it was a completely different idea.
General Manager Gianvito Blank's eyes lit up when he heard this. What would happen if it was really as Fang Lang said?
He immediately came up with the answer in his mind and blurted out:
"It means we will become a company as great as Ford Motor Company."
Yes, Ford is indeed the greatest automobile company in this era. The sales miracle created by the T1 car produced by Ford is an unattainable myth and a goal that all automobile companies want to surpass.
Fang Lang smiled when he heard this. He knew that Gianvito Blank came from Ford, so he must have an obsession with Ford cars.
For Fang Lang, it is not a bad idea for his subordinates to have such an obsession, because this unattainable goal will surely inspire everyone to work hard.
However, Fang Lang noticed that after General Manager Gianvito Blank said this, the German representatives all looked unhappy, and Fang Lang soon understood the reason.
After all, as a company founded by the inventor of the automobile, Mercedes-Benz is born great.
So, he quickly said:
“This statement is not accurate enough, everyone should know that we are Mercedes-Benz, we are born great.
Or you could say, let’s make us great again.”
When everyone heard this, they all applauded excitedly. Fang Lang smiled slightly, stretched out his hand to press down, and continued to ask:
"Now can someone tell me how we can make us great again?"
Everyone said in unison:
“Build the car that best meets customer needs.”
This answer made Fang Lang feel a little amused and helpless. It seemed that it would be difficult to change everyone's mindset in a short period of time. After all, the real economy was king in today's society, and all companies would ultimately speak with their products.
It hasn't started playing with some fancy concepts like in the future. But as a time traveler with a soul from the future, Fang Lang must bring some changes in advance, and now is the best time to show off, no, it's the best time to brainwash people.
“What you said is not comprehensive enough. Cars are just our products, and making cars that best meet customer needs is our goal.
What I want to tell you is that first-class companies buy concepts and culture.
So what is the concept of Mercedes-Benz cars that we can sell?
As the head of the marketing department, Mr. Steele McPherson, you must remember that from now on, you have to find a way to convey a concept, or the philosophy of our Mercedes-Benz to the outside world.
That is, we are a company that is customer-centric and constantly creates and improves customer experience products and services. That is to tell everyone that what we sell is not only products, but also services.
These are the marketing concepts we have created for our upcoming franchise store plan.
This is also the main purpose of my coming here today, to establish a Mercedes-Benz car sales company and develop a new 4S store sales method.
What is a 4S store?
This is the brand franchise store I mentioned earlier. This franchise store includes services such as whole vehicle sales (Sale), spare parts (Sparepart), after-sales service (Service), information feedback (Survey), etc.
This is a sales model that is different from the traditional sales method.
In order to set a benchmark, I plan to invest in and build two 4S stores in New York and Rio de Janeiro, USA, and invite our dealers to learn in the stores.
Promote our 4S store sales method to the world."
General Manager Gianvito Blank obviously did not expect that Fang Lang went through so much trouble just to set up an independent car sales company and even hyped up a fancy concept for it.
Although this would take away some of his power, the other party is the boss of the company! He had to endure his thoughts.
I could only join everyone in applauding to express my warm welcome.
Then, Fang Lang explained to everyone some of the concepts and business methods of 4S stores that he had learned.
Only after everyone clearly understood this new concept did Fang Lang change the subject and say:
“These are all things we need to tell the outside world, but these services alone cannot solve all problems. If we want to truly become a great company, we must rely on our products in the end.
Everyone should remember that we are Mercedes-Benz, a company founded by Mr. Karl Benz, the inventor of the automobile. As early as the beginning of its establishment, Mr. Karl Benz told us that "keep improving and always be ahead", and Mr. Gottlieb Daimler even asked us to "pursue excellence".
The mottos of these predecessors have long become the corporate culture of Mercedes-Benz. We must follow in the footsteps of our predecessors and bring "safe, high-quality, comfortable and reliable" cars to the world.
And all of this depends on the joint efforts of everyone present here.”
After hearing this, everyone breathed a sigh of relief. Finally, no more new concepts were being talked about. The current ones were more understandable to people.
General Manager Gianvito Blank quickly stood up and said:
“Please rest assured, boss.
We will definitely live up to the trust and follow the footsteps of our predecessors to produce "exquisite, reliable and durable" Mercedes-Benz cars."
From this sentence, Fang Lang could see that General Manager Gianvito Blank had his own understanding of Mercedes-Benz's brand culture. This made him very happy. After all, things are constantly changing, and the fragmented information he received from the future still needs to be combined with reality in order to produce more delicious fruits.
Fang Lang came to the automobile company for inspection today. He believed that in addition to bringing the 4S store sales method to the company, the biggest achievement was that it reminded him of the management guru Edwards Deming.
Fangyuan Group now has two joint venture car brands, Mercedes-Benz and Porsche, as well as Aston Martin, a car brand that Fang Lang has fully acquired. Fang Lang certainly will not favor one over the other when it comes to the 4S store distribution method.
Everyone will surely promote it soon, but this is just a new change brought to the automobile industry. Edwards Deming is a weapon that can delay the rise of Japan and help Fangyuan Group rise rapidly.
After expressing some of his own opinions in the conference room, Fang Lang, accompanied by everyone, began to visit the factory. Watching the cars being assembled on the production line, Fang Lang felt an unprecedented sense of satisfaction.
But looking at the backward shapes of these cars made Fang Lang feel uncomfortable.
Therefore, the first thing Fang Lang thought of was that it was necessary for him to bring some new style to Mercedes-Benz.
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