{"id":18820,"date":"2026-10-20T14:24:45","date_gmt":"2026-10-20T12:24:45","guid":{"rendered":"https:\/\/www.hes.de\/die-richtige-servicetiefe-je-sortiment-nicht-jedes-produkt-braucht-white-glove\/"},"modified":"2026-10-20T15:36:42","modified_gmt":"2026-10-20T13:36:42","slug":"the-right-service-level-for-every-product-range-not-every-product-needs-white-glove-service","status":"publish","type":"post","link":"https:\/\/www.hes.de\/en\/the-right-service-level-for-every-product-range-not-every-product-needs-white-glove-service\/","title":{"rendered":"The Right Service Level for Every Product Range: Not Every Product Needs White Glove Service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"18820\" class=\"elementor elementor-18820 elementor-18810\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-739c18d9 e-flex e-con-boxed e-con e-parent\" data-id=\"739c18d9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7be6d2db elementor-widget elementor-widget-text-editor\" data-id=\"7be6d2db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><em>Customer expectations in large-item logistics vary considerably. While some customers simply expect reliable delivery, others need support with assembly, installation or setup. For retailers, this raises a key question: Which service level makes sense for which product?<\/em><\/p><h2>\u201cOne-Size-Fits-All\u201d Service Reaches Its Limits<\/h2><p>Many logistics models still follow a simple principle: all products receive the same scope of delivery services. However, this \u201cone-size-fits-all\u201d approach is increasingly reaching its limits. A high-end TV comes with different requirements than a washing machine, and a designer chair has different needs than a wardrobe. Some products can easily be connected or set up by customers themselves, while others require specialist knowledge or physical effort.<\/p><p>If retailers offer comprehensive White Glove Service as standard, they often pay for services that some customers do not actually need. This reduces margins without increasing customer satisfaction to the same extent. Conversely, retailers that only offer standard delivery risk complaints, returns and frustration when it comes to more complex products.<\/p><p>The solution therefore lies in clearly differentiated service levels: an efficient basic service for standard requirements, an extended service level for more demanding products, and additional services that can be booked specifically where they provide genuine added value. Choosing the right level of service thus becomes a key factor for both cost efficiency and customer satisfaction.<\/p><h2>What HES Smart and HES Premium Mean for Different Product Ranges<\/h2><p>This is exactly where modular services come in. Hermes Einrichtungs Service offers this differentiation through its Smart and Premium delivery models for large electrical appliances and TVs.<\/p><p>Smart provides professional 2-man handling to behind the first lockable front door, without pallets and without kerbside delivery. Premium delivers the goods directly to the desired place of use and includes up to three delivery attempts.<\/p><p>Additional product-specific services can also be booked, including TV wall mounting and Wi-Fi setup, installation and connection services including high-voltage connections for large household appliances, as well as old <a href=\"https:\/\/www.hes.de\/en\/old-appliance-removal-when-purchasing-a-new-appliance-sustainable-solutions-for-household-appliances\/\">appliance removal<\/a> and packaging disposal, wherever these services make a real difference.<\/p><p>This allows the level of service to be tailored to the product and target group without having to develop a separate delivery concept for every product range.<\/p><h2>TVs and Large Household Appliances: Installation Between Convenience and Necessity<\/h2><p>TVs clearly demonstrate how widely service expectations can vary. A customer who wants to install their new TV themselves primarily needs safe and reliable delivery that can be planned in advance. Another customer may prefer a complete setup, including wall mounting and the connection of external devices. Both expectations are valid, but they differ fundamentally in terms of the level of service required.<\/p><p>For large household appliances, the situation is different. A washing machine or a cooker with a high-voltage connection cannot be connected without the necessary specialist knowledge. In this case, installation is less of a convenience add-on and more of a functional necessity. Old appliance removal also becomes more important, as purchasing a new appliance often means that an old one needs to be disposed of. For this product category, the appropriate basic service level therefore moves closer to Premium.<\/p><h2>New Product Ranges Require New Delivery Concepts<\/h2><p>The question of choosing the right service level is also becoming increasingly important as retailers continue to expand their product ranges. In addition to TVs and large household appliances, many retailers now offer e-bikes, fitness equipment and other products that require more extensive advice and support. With every new product category, the requirements for transport, assembly and customer instruction also change.<\/p><p>Modular service levels make it possible to cover different product categories within a consistent logistics model instead of developing a separate concept for every new range. This reduces complexity in the background while providing end customers with greater choice.<\/p><h2>Conclusion: The Right Service Level Becomes a Competitive Advantage<\/h2><p>Not every product requires comprehensive White Glove Service. At the same time, Room-of-Choice delivery alone is not sufficient for every product range. What matters is ensuring that the scope of service, the product and customer expectations are properly aligned.<\/p><p>Modular delivery options such as HES Smart and HES Premium help achieve exactly this balance. Retailers can differentiate their service levels, calculate costs efficiently and, at the same time, provide end customers with precisely the support they need for their individual home and usage situation. In this way, delivery evolves from a cost factor into a strategically manageable part of the overall product experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customer expectations in large-item logistics vary considerably. While some customers simply expect reliable delivery,&#8230;<\/p>\n","protected":false},"author":4,"featured_media":18821,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[61],"tags":[],"class_list":["post-18820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.5 (Yoast SEO v28.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>F\u00fchrung als lernendes System: Zwei Perspektiven, eine Entscheidung<\/title>\n<meta name=\"description\" content=\"Geteilte F\u00fchrung in der Praxis: Linda de Beer und Viktoria Drabe zeigen, wie Co-Leadership beim HES Verantwortung, Perspektiven und Eigenverantwortung verbindet.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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