As an automobile service, developed economies have their own way of doing business.Some of them by powerful network covering the whole country market, some by subdividing the humanized business to establish long-term cooperative relations with customers, others through strict and effective industry self-discipline, and let the customer believe that the quality of the service and quality.Either way, the key is to provide customers with fast, efficient, economical, and professional post-market services.The experience of developed markets is worth learning, and the people-oriented service concept will be the core competitiveness of the future industry development of car maintenance service providers.

(third brother review: after market service business enterprise engaged in construction machinery industry, from the beginning also should determine their own business model and business logic, at first should have jumped out of his mind, using the method of differentiation and other repair off campus, attract the specific needs of the customer base, while expressing and delivering your value proposition, prices in most of the time is not necessarily the client care only standard)

The special repair station
The site may be unfamiliar to the Chinese people, but in Japan, the model has grown very mature and has an absolute lead in the automobile maintenance market.In Japan, several large car companies are also major suppliers of spare parts.With car company brand advantages and influence, many owners think repair station has a complete set of professional vehicle technical data support, maintenance personnel, experienced when car maintenance, use these technical data can quickly find out the cause of the problem, design a best troubleshooting solutions.
And in the maintenance station use the original factory parts that match with the car, can guarantee the quality of car maintenance, let a person be assured.If consumers have found the car on my way to work if you have any question, can rest at work when to call the repair station near the true situation, pit there will be someone to car repairs, if the problem is not big, then fix the car before work can be returned to the consumer's hands.
(three comments: the repair station is suitable for engineering machinery brand makers of fixed-point or signing up for a garage, and for the same, can improve their service network to the customer, improve customer satisfaction, especially when lacking the ability to deal with their agent services.It can also be used as a gathering point for information.In addition, there is a great guarantee for the quality of accessories from maintenance technical expertise, and the establishment and development of the external accessories system is one of the necessary conditions to meet the requirements of different customers.


National chain operation
The car is out of whack or needs to be serviced, and the first choice for americans is a professional chain repair shop.The chain operates in 50 states and is dotted with major U.S. highways and highways.Almost every car service business has a strong background, such as the car McDonald's, which is affiliated with general motors.This model not only fully meet the needs of the auto service industry development and expansion, and ensure the service specialization, simplification, standardization and unification, obtained the general practitioners and consumers welcome.
In Japan, there are also many consumers who choose the supermarket of automobile products in addition to the special contractors.Autobacs appeared in 1974, is Japan's largest auto supplies supermarket, has more than 500 chain stores, distribution around on both sides of the highway, communities and near large shopping center, make the owners will be able to enjoy the service to the nearest.Branding and networked operations reduce costs, scale up, maintain standards of service, price, quality, and reassure consumers that they can be reassured.
(third brother review: national chain need to scale operation, the premise is to realize standardization, for engineering machinery maintenance enterprise, the first thing to do is specialization, and then the standardization, finally to scale operations, for engineering machinery situation has certain difficulty, item accessories shop can use this pattern.Engineering mechanical parts can be better used in the region.

Industry self-discipline
In Canada, in order to standardize the automobile service market, strengthen the connection between the driver and car services, resolve their disputes and common problems, and across the country set up a state of non-profit organizations, "the driver safety assurance program" (MAPC), for car drivers and service providers about the vehicle maintenance and repair maintenance training, and make strict industry standard, regulation of national auto retailer, sales company groups and maintenance services.Learned, vehicle maintenance and repair manufacturers expect "driver safety assurance program", but "the driver safety assurance program" membership only granted to those honest credible, strictly abide by professional ethics of the service provider.In Canada, to qualify, a full range of "driver safety guarantee schemes" must be approved.Hence, strict and standard industry self-discipline rules make consumers more trust in certified maintenance providers, and at the same time attract more and more auto repairmen to apply for this qualification.
(third brother review: construction machinery industry, there are many points need specification and self-discipline, ailment, such as nonstandard overhaul and maintenance of standard industry urgently needs a agency or association guidelines for the standardization of service market to make.)

Humanistic supremacy
The after-sales service in Japan is arguably the most humane.General car salesmen see car sales as the work of maintaining relationships with customers for five years, 10 years or even 20 years.They are carefully introducing the characteristics, performance, use, and proper insurance of the car, while also actively introducing the various services that consumers can enjoy after buying a car.
In addition, they also use the free time door to door asking car use, insurance period, whether need to repair, etc., and at the same time at the right time to offer customers to replace a new car.Through their long-term care, they have established a mutual trust relationship with their clients.Some salesmen have won the trust of their customers through this kind of daily and intimate service, and won the opportunity to buy the car again.
In Canada, if the customer to choose the "driver safety assurance program" certification service, so that consumers enjoy the whole maintenance process control, service providers must be comprehensive, honest communication with customers, can't hide condition and maintenance content about cars or distortion, to provide customers with the most appropriate maintenance program, in order to improve the reliability of the vehicle, to ensure the safety of owners.
If the customer is not satisfied with the maintenance of the car, the garage has the obligation to provide a dispute resolution scheme to the vehicle based on the standard set by the driver safety guarantee plan.
(third brother review: human nature for mechanical engineering maintenance enterprise, is to maintain good relations with customers, establish a clear and practical customer profiles, communicate regularly, regular maintenance, increase and the viscosity of customers, the use of maintenance APP allows users to their own equipment maintenance, replacement of parts, the next maintenance time information such as the be clear at a glance, recommended)

Diversified service
As a "car country," said the American, the maintenance maintenance chain network is multi-level, including accident car maintenance center, i.e., according to the accident car maintenance, insurance claims and deal with sudden accident and emergency vehicle as the main business of vehicle maintenance enterprise.Such enterprises are large in size, with high maintenance equipment and technical skills, which are generally located far away from the city, but convenient transportation.
And mainly fast cultivation protection service of auto quick accomplishment store relative to a much smaller scale, some business also is single, or special service brake system, cooling system, steering, suspension, or even charge for oil filter.The number of such stores is large, and most of them are located near urban or traffic lanes, which are very convenient for customers.Customers can choose suitable manufacturers according to their preferences, the degree of damage to the car and the required maintenance.
Japan's auto sales services not just in selling cars, they also provide preventive maintenance service to the customer, paint spraying services, recycling old car service, repair and maintenance services, and even a car inspection services.They offer these services not only to customers who have bought cars in their stores, but also to other consumers.In other words, the Japanese car dealership not only sells cars and related parts, but also provides services such as the maintenance of main brands or other manufacturers.
(3) : for engineering machinery maintenance enterprises, diversified services should consider projects that can give full play to the advantages of maintenance, such as the selection of two mobile phone businesses, information collection, etc.


To break the monopoly
On how to break up the monopoly in 4 s inn after-sales service problems, Europe in 2010 to implement the new regulations on European auto after-sales service market competition, to solve the problem of auto after-sales service market monopoly, to improve after-sales service market full of competition, reducing overhead costs.
Two of the new rules have the most "subversive" rules: carmakers need to provide maintenance services to repair services without discrimination.The maintenance and maintenance of each brand car in the warranty period shall not be designated as a special service provider.Thus, the new regulation aims to break the inherent model of automobile sales and after-sales service, which will reduce the daily maintenance and maintenance cost of the car.The eu reckons the move will save consumers about 40% of daily car maintenance and maintenance costs.

Strict standards
In Japan, the car maintenance industry has a strict staff certification system.People who work are usually graduated from specialized car maintenance schools and are trained in formal car repair.People who have the ability to diagnose car failures and be able to carry out repairs independently are known as "car reeners", and "whole" is the first, second, third and special grades.The state takes an examination once a year, the highest level is the highest level, and the people who take the first level examination must have more than three years of practical working experience.At the same time, if you are applying for a special store or a chain store maintenance staff, you will be able to take the examination of the store.After taking part in the work, these personnel will continue to receive professional training in new technologies, new models and other aspects to improve their business level to ensure the quality of maintenance.
The technical staff of American chain repair shops are highly trained and highly qualified.According to the franchise conditions of the chain stores, the maintenance personnel must have all levels of vehicle service qualification certificates.
In the case of NAPA, the us, it is proud that its network has more technical staff than any rival in the industry.At the same time, due to the update of NAPA according to vehicle maintenance and repair maintenance technology constantly for technical personnel in various chains of business training course, in addition to the repair shop equipment is advanced, the spare parts are unified distribution authentic goods, so the NAPA's repair shop to repair the vehicle speed, good quality and reasonable price, won the majority of motorists.

Similarly, in Canada, car maintenance personnel must have a formal professional car maintenance education or a certain amount of work experience, and have the industry's qualification certificate.In addition, members of the drivers' safety guarantee program support employees to receive re-education and learn new models and new technologies through continuous learning.

(three elder brother review: training as a work of enterprise sustainable development, emphasize too much the importance of maintenance personnel professional training and research system is an important work in the development of large-scale repair shops)