Qilin Environmental Protection Materials Co., Ltd. Concrete Release Agent Service Process

I. Pre-sales Communication

1. Needs Understanding: Customers can contact us by phone, leaving a message on our website, email, or visiting us. Our professional sales team will conduct in-depth discussions with customers to fully understand the specific circumstances of their concrete construction project, including the formwork material (steel, wood, aluminum, etc.), the construction environment (indoor or outdoor, whether there are special climate conditions), the concrete type, and expectations for release performance and concrete surface quality. For example, if construction will be conducted in a hot and humid environment, we will focus on the release agent's water resistance and stability. For projects requiring extremely high surface finish, such as exposed concrete projects, we will recommend high-performance release agents.

2. Solution Provision: Based on customer needs and project characteristics, our technical team will quickly develop a customized release agent solution. This solution includes product selection recommendations, detailed descriptions of the advantages and applicable scenarios of different products, and accompanying usage instructions and precautions. For example, for aluminum alloy formwork, we recommend using our specially developed water-based release agent for aluminum formwork. This product has excellent film-forming and mold-release properties and is non-corrosive to aluminum formwork. Specific dilution ratios and application instructions are also provided.

3. Sample Provision: Upon request, we will provide a suitable sample of release agent free of charge for a small-scale trial. We will instruct customers on how to use the sample correctly and record any data and observations during the trial, such as the ease of demolding, the presence of residue on the concrete surface, and any corrosion on the formwork. After the customer trial, we will provide timely feedback and further optimize the solution based on this feedback.

II. In-Sales Support

1. Order Processing: After the customer confirms the solution and places an order, our order processing department will respond promptly, confirming key information such as product specifications, quantity, and delivery time, and promptly arranging production and stocking to ensure on-time delivery. We will also maintain communication with customers and provide order progress tracking services to keep them informed of their order status.

2. Logistics and Delivery: We will select appropriate logistics partners based on customer needs and order quantity to ensure the safe and expedited delivery of the release agent. For urgent orders, we prioritize expedited delivery. We provide tracking numbers and tracking methods to facilitate tracking of shipment progress. If force majeure causes delays during shipment, we will promptly communicate with customers and negotiate solutions.

3. Technical Guidance: Detailed product instructions and technical guidance materials are provided upon product shipment. Upon request, we will arrange for professional technicians to visit the construction site for on-site training and guidance to ensure that construction workers master the correct use of release agents, including key steps such as formwork cleaning, release agent preparation (if dilution is required), application or spraying techniques, and drying time control. For example, we will instruct construction workers on how to properly dilute water-based release agents and control the pressure and distance when applying with a spray gun to ensure even coverage of the release agent on the formwork surface.

III. After-Sales Service

1. Quality Feedback Handling: We will continuously follow up and collect quality feedback from customers after using the product. If any quality issues arise, we will respond within 24 hours and arrange for a technician to visit the site for investigation and analysis within 48 hours. If the issue is genuinely a product quality issue, we will accept an unconditional return or exchange, and we will cover any losses. If the issue is caused by improper use, we will assist customers in developing solutions and provide technical support until the problem is resolved.

2. Regular Follow-up Visits: We will establish a regular customer follow-up visit system to regularly understand their experience and new needs. Based on the follow-up visit results, we will summarize product usage and provide a basis for product and service optimization. We will also provide customers with information on product improvements, industry trends, and new technology applications to strengthen our partnership with them.

3. Technical Consulting Services: We provide customers with long-term, free technical consulting services to answer various technical questions they may encounter during the concrete demolding process. Customers can contact our technical team at any time by phone, email, WeChat, or other means to obtain professional advice and solutions.