During the period of Taizong of the Tang Dynasty, Wei Zheng, a famous minister, wrote in "Zhenguan Political Dignitaries? On the Form of Government" once had a cloud: "Jun, Zhou; People, water too. Water can carry a boat, but it can also capsize a boat. Although a thousand years have passed, this sentence is indeed as if it has been carved by time, and it will always be alive.
Today, this sentence has been quoted by tens of millions of people and tens of millions of industries, and it is respected as a wise saying. For the air-conditioning and refrigeration industry, if the enterprise is the boat, then the user is the water, if the product is the boat, then the service is the water, and the water can carry the boat and overturn the boat.
For enterprises in the air-conditioning and refrigeration industry, in addition to the leading technology, product reliability, and reasonable price, the quality of service is also an important part of value innovation and the fundamental factor to win users. The air conditioning and refrigeration industry is different from the general industry, different from the simple trading of the general industry, it has its own some industrial characteristics, and also involves a series of pre-sale, in-sale and after-sales services such as design, installation, maintenance, cleaning, and repair. Therefore, service has extraordinary market significance for China's air conditioning and refrigeration industry.
At the same time, with the continuous development of economy and technology, major brands have fought from "price war" and "promotion war" to "technology war" and "service war" in order to compete for consumers. The air-conditioning and refrigeration industry continues to undergo reshuffle and adjustment, and the technical gap between the company's products will gradually narrow. At this time, in addition to focusing on technological innovation, winning with service will also become an important strategy for enterprises to compete for the market.
Now, the problems caused by the service in the market have occurred, which has seriously affected the trust and satisfaction of users, and many air conditioning and refrigeration companies have paid a great price for this, and the original market has been lost. This situation has gradually aroused the attention and vigilance of enterprises, and many enterprises have begun to re-evaluate the importance of services for the development of enterprises, and have made a fuss in the service model, optimized and upgraded enterprise services, and re-laid out the market with services.
It is foreseeable that in the future, enterprises in the air conditioning and refrigeration industry may win the market with service. At present, the service model of the air-conditioning and refrigeration industry is gradually developing in the direction of specialization, differentiation and integration.
First, the service of air conditioning and refrigeration industry tends to be professional
In recent years, after experiencing the impact of marketization and large-scale development, China's central air-conditioning industry has formed a clear brand pattern and product pattern, which has made the overall market share of European, American and Japanese brands continue to decline. In order to compete for consumers, major brands have come up with strange tricks, from product to service, and seek to occupy the market with service advantages.
Due to the existence of a series of services and links such as design, installation and maintenance in the air-conditioning and refrigeration industry, especially in recent years, with the overall industrial development, the deepening of market demand, and the gradual strengthening of industry segmentation, the requirements for the technology, installation and service of various air-conditioning are not the same.
The meaning of professional services can be discussed in two ways. First of all, from the product aspect, the ultimate purpose of enterprise products is to serve users, so providing professional products is the ultimate purpose of serving users, which requires enterprises to continuously increase investment in technology and research and development, improve product quality, and make products as close to the direction of specialization as possible, and win the market with professional products and services. Secondly, from the after-sales service, because the air conditioning and refrigeration industry involves a series of links such as design, installation, maintenance, cleaning, repair, etc., and because the current market is seriously out of touch with product quality in these aspects, which seriously affects the overall product efficiency, therefore, in the future development, enterprises should pay more attention to these aspects, and be professional and dedicated in each link, so as to finally win the market with service.
If enterprises in the domestic air-conditioning and refrigeration industry want to win in the future market, they need to be technology-oriented and form a scientific and clear product layout with the development idea of professional services, which will drive more domestic brands to participate in the independent research and development and production of products in the air-conditioning and refrigeration industry, and promote the orderly and healthy development of the market.
Second, the service of the air conditioning and refrigeration industry tends to be differentiated
The air-conditioning industry is known as "three-point products, seven-point service", and among them, central air conditioning, as a specialized special air conditioner, has much higher requirements for the installation and design of air conditioning than ordinary air conditioning. Therefore, it is an inevitable trend in the central air-conditioning industry to provide personalized services according to the different needs of customers and deepen differentiated services according to the needs of users.
In response to the ever-changing market, enterprises in the air conditioning and refrigeration industry need to promote their own service upgrades. In the five links of procurement, design, installation, supervision and maintenance, we provide different modes of services such as pre-sale, in-sale and after-sale, so as to provide users with the ultimate intimate choice. According to the differentiated needs of different use environments, we customize personalized economic and energy-saving selection solutions for users; From full communication before the sale, the selection of the solution during the sale to the high-quality service after the sale, each step tracks the needs of customers throughout the process.
With the escalation of the war between air-conditioning companies, service has long become an aspect of the secret competition between enterprises. Haier has launched the national patented "dust-free installation", "automatic mud-free rhinestone" and "professional cleaning"; Zhigao launched the "Lifetime Worry-free Service"; Midea vigorously promotes "deep cleaning" services; Gree and Chunlan extended the warranty period of the whole machine to 6 years. Almost every company is vying to be the first to promise after-sales service more attractively, trying to attract more consumers and occupy the market.
Experts pointed out that only by realizing the dual-core drive of products and services, differentiated services are conducive to guiding the industry to develop in a better direction, thereby further encouraging and promoting domestic brands to open up the blue ocean of the central air conditioning market. The personalized service of commercial central air conditioning has become a watershed in the large-scale central air conditioning industry, and enterprises that do not have personalized strength can only be eliminated.
Third, the service of the air-conditioning and refrigeration industry tends to develop in an integrated manner
In recent years, there is a word that frequently appears in the field of vision of people in the air conditioning and refrigeration industry, which is very hot, which is "system solution". Many companies in the air conditioning and refrigeration industry like to label themselves with such a label. System solutions have become a trend in the entire industry.
System solutions are not a term coined by Chinese enterprises, and system solutions have long become a trend abroad. A few years ago, some foreign-funded enterprises with technological advantages put forward system solutions as a new development direction and gradually promoted them to the market. The significance of the concept of system solution is to make central air-conditioning enterprises no longer rely solely on equipment production and sales, but to transform into providing the best solution from the perspective of the system, and at the same time equipping the program with the most suitable equipment. Because the system solution goes beyond the production of equipment, thus providing a new sustainable development path for equipment manufacturing enterprises, it is sought after by more and more enterprises.
The proposal of system solutions can be said to be a kind of vane for the integrated development of services in the air conditioning and refrigeration industry, and enterprises are more and more inclined to provide users with comprehensive and integrated services. In the future, the integrated service of system solution will become a new driving force for the development of enterprises, in addition to keeping up with the market demand in product research and development, but also to form an industrial chain and provide integrated services.
In the face of increasingly fierce market competition, the air conditioning and refrigeration industry must deepen enterprise services in order to occupy a favorable position in the future market and strive for more users and markets.

Note: Some of the sources are from the Internet