Small household appliances, quality and after-sales service are more related to the experience

In recent years, small household appliances such as yogurt machines, wall breakers, and air fryers have become the "standard equipment" for many consumers, creating a new blue ocean for the home appliance market. Although the characteristics of low price, small size, and ease of use have made small household appliances a new favorite in the home appliance consumer market, uneven quality and difficulty in ensuring after-sales service have also emerged. Small household appliances are not fast moving consumer goods. Product quality and consumer experience are always the constant pursuit of consumers. Only by focusing on quality and doing well in after-sales service can enterprises truly win the market.

The vast blue ocean market relies on the development of new scenarios and functions. In recent years, the small home appliance market has developed rapidly and the segmented fields have been continuously expanding. As of the end of 2021, the average number of small household appliances in China is 9.5 per household. The rapid development of small household appliances lies in addressing the needs and pain points of consumers in certain life scenarios. The realization of consumers' demand for improving their quality of life also brings new market space to the industry. However, in reality, some companies interpret small household appliances as fast moving consumer goods, believing that small household appliances need to rely on rapid upgrading and replacement to gain market space, and even accelerate consumer replacement speed by limiting their service life and lowering quality standards. This not only sacrifices consumer interests, but also hinders their long-term development. In fact, with the continuous enrichment of life scenarios, new needs will naturally be proposed, and new small household appliances will also be launched. Only by continuously improving product quality and more targeted assistance to consumers in meeting their needs and addressing pain points can we create a broader market.

Low prices and low thresholds cannot be a reason for quality reduction. Small home appliance products may have relatively low R&D investment and technical barriers due to their single functionality, which has also attracted many enterprises to join. But the low price is because its functional attributes are not complex and cannot correspond to or equate with low quality. In reality, the noise of soybean milk machine is too loud, the production of soybean milk is poor, and the motor of the broken wall machine burns after several times of use... Although consumers do not spend too much, inferior products and bad use experience will not only greatly damage the goodwill of products and brands, but also bring about safety hazards that cannot be ignored, which must be paid enough attention to by the industry.

Small household appliances also require professional and thoughtful after-sales service. Small appliances have low prices, and it is better to replace them with new ones if they are repaired repeatedly or at high prices. This characteristic actually puts higher requirements on the after-sales service of small household appliances. In the increasingly homogeneous competitive environment of technology, quality, and price, after-sales service is undoubtedly an important factor for small household appliances to win the market. Currently, some enterprises outsource installation, maintenance, and other after-sales processes to reduce operating costs, resulting in on-site installation or maintenance fees being charged indiscriminately, without issues such as sick leave, minor illness major repairs, and excessive maintenance. The outsourcing of after-sales services belongs to the independent business decision-making of enterprises, but it does not mean that the training, management, and supervision of outsourcing services can be absent. Only by conscientiously providing after-sales service with a highly valued attitude can consumers truly feel at ease with their use.

Small household appliances are expected to open up a vast new blue ocean in the field of household appliances. However, in the process of opening up new scenarios, developing new functions, and meeting new needs, only excellent product quality and professional and thoughtful after-sales service can enable the industry and enterprises to win sustainable development and a successful future.