In recent years, with the growing adoption of geothermal heating in northern regions, issues related to floor moisture have become increasingly common. The problem of dampness during the rainy season has led to a surge in demand for innovative flooring solutions. One such solution gaining popularity is the use of film-paved flooring, which has proven effective in reducing moisture-related issues. As the rainy season approaches, wood floor coating services have emerged as a new selling point for living home floors.
The "smart" approach of filming and paving not only helps in managing floor dampness but also enhances the overall durability and appearance of the flooring. According to data from the China Consumers Association, a significant number of complaints about wood flooring are linked to issues like blistering and warping caused by moisture. By introducing the film-paving method, Living Home Floor has effectively addressed these concerns. Frontline sales representatives report that customers are increasingly drawn to this service, with many coming specifically for the film-pulling option.
Liu Shuo-chen, CEO of Life Group, emphasizes that flooring isn't just a product—it's a reflection of happiness. Their mission is to solve real consumer problems through innovative services. By focusing on service differentiation, Life Home aims to boost brand recognition and make it easier for customers to find the perfect floor in their minds.
Historically, southern regions, known for frequent rainfall, have been more proactive in addressing floor moisture issues. However, with the rise of geothermal heating in the north, similar problems have started to emerge. This has created challenges for manufacturers, as customer complaints can often be misinterpreted as quality issues. Wang Jun, a senior expert in the flooring industry, explains that many common problems in southern wood flooring—such as tile changes, wrinkling, and cracking—are usually due to poor moisture barrier management. If the PE film service offered by Life Home were adopted in the south, it could significantly reduce these issues and improve customer satisfaction.
Online buyers are now influencing the market more than traditional surveys. For instance, Life Home launched a value-added service at its Tmall flagship store: buying a living floor and getting installation services for just one yuan extra. Beyond this direct incentive, the company focuses on building customer loyalty through more personalized services. Unlike physical stores, online sales often lack face-to-face interaction, which can lead to misunderstandings and poor experiences. To address this, the Tmall store introduced the "first questioning responsibility system," ensuring every concern is properly addressed.
Life Home places great importance on the data generated from online sales, as it plays a crucial role in shaping product and service strategies. Based on insights from Tmall, the company has developed several popular products, including "Film Fashion," "Bohemia," and "Winter Sonata." These items have quickly climbed to the top of online sales charts. According to the R&D Center, Tmall feedback provides more accurate information on color preferences, styles, specifications, and wood types than traditional market research. This data is now used not only for developing marketing products but also for understanding broader industry trends.
Customer satisfaction is more important than sales volume. In fact, 25% to 30% of Life Home’s sales come from recommendations by existing customers. Liu Shuo-chen believes this is a result of the company’s customer-centric service model. He argues that if a customer feels pressured or misunderstood, it can lead to negative reviews and damage the brand’s reputation. Therefore, the sales team is trained to focus on "praising" customers and going above and beyond expectations.
For example, when a customer was dissatisfied with the color and pattern differences in his parquet flooring, the installer took the time to carefully select and place the boards in visible areas, avoiding furniture coverage. He explained how following the client’s initial request might compromise the natural harmony of the floor. Then, he brought in a home designer to present two different laying options, helping the customer make an informed decision. Ultimately, the customer happily accepted the proposed plan. This kind of thoughtful service is what sets Life Home apart and builds long-term trust with its customers.
Hubei Chengze Diamod Products Co., Ltd. , https://www.ryomaltools.com