【41】Customer Feedback: Notice of Significant Water Flow Reductio

Many issues are not our fault, but they are our responsibility.

Half a month ago, one of our distributor clients suddenly contacted me, saying that the pre-filter purchased by their end-customer had a sharp drop in water flow within a week of use.

After a short conversation, I figured out the whole story.

The pre-filter with micro-ultrafiltration that the distributor purchased from us has an actual membrane flux of 7 tons. However, when they sold it to his customer, he labeled it as having a 15-ton membrane flux.

In most households, the pipe size is fixed, either 1 inch, 3/4 inch, or 1/2 inch, and the water pressure is relatively stable. This means the water flow is basically fixed. For ordinary small households, daily water demand is limited. The 7-ton membrane flux is more than sufficient, and the water usage experience is barely different from that of a 15-ton membrane flux device.

Simply put, customers don’t need that much water capacity. Therefore, some businesses are used to falsely labeling product specifications to make customers feel they’re getting a good deal, spending the same amount of money but “buying” a more expensive product.

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However, this client of mine sold the pre-filter to a school, which needs to supply water for over ten teachers. The device has to handle water demand for 6 shower heads, 2 washing machines, 2 hand basins, and 4 toilets.

This water consumption far exceeds the water production capacity of this pre-filter with micro-ultrafiltration. The device got clogged in less than 2 days. As a result, the school contacted my client and requested after-sales service.

My client then came to me, asking for a solution.

The poor user experience caused by the client’s false labeling of membrane flux is not our fault, but it is our responsibility.

The most important thing in sales is to ensure a good customer experience. So I immediately arranged to send a new device with a membrane flux 10 tons higher than the original one to my client for free, and asked him to go to the school in person to replace the old device—since the false labeling of membrane flux was his mistake in the first place.

Now the new device has been in operation for half a month, and the school teachers say the water usage experience is excellent.

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That’s why I’ve been popularizing those two formulas for selecting whole-house water purifiers lately.

Many businesses recommend whole-house water purifier models to customers based purely on intuition—without scientific basis or data support. This has led to numerous customer complaints that ultrafiltration (UF) systems don’t work well.

It’s not that UF systems are ineffective; it’s that people don’t know how to use them properly.

Of course, this is also related to the lack of professionalism among frontline sales staff.

So I told my clients: stop falsely labeling membrane flux, as it seriously damages your credibility. Instead, recommend device models to customers strictly using the formulas I shared.

It’s better to not make a sale than to leave customers with a poor experience. This is especially true for offline sales, where business reputation is the top priority.

I’m increasingly seeing the value in making videos and writing articles. They not only educate end-users but also train distributors working on the sales frontline.

I believe ChengrongEra, as a brand, holds the same significance for our B-end clients.

While the market is currently fixated on price competition, the future will undoubtedly belong to high-quality, high-value products. Therefore, we should compete on product quality and service standards. This path is challenging, but it leads to a promising future.

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Finally, let’s review my two formulas again.

For whole-house water purification, you should select the pre-filter model based on membrane flux, not the flow rate labeled by the merchant. Household pipe sizes are fixed, but water consumption varies from one household to another.

Therefore, you need to calculate the minimum membrane flux required for the filter element based on your household’s actual water usage, then choose the model according to this flux value.

1. With a Water Tank

Multiply the total daily household water consumption by a coefficient of 5 to get the required minimum membrane flux. Generally, the average daily water consumption per person is 100 liters.

Example: For a 5-person household, required minimum membrane flux = 100L/person × 5 persons × Coefficient 5 = 2,500L. Then need to choose an ultrafiltration (UF) water purifier with a membrane flux greater than 2,500L.

2. Without a Water Tank

Multiply the number of faucets by a coefficient of 5 to get the required minimum membrane flux. Generally, the flow rate of one faucet is 300 liters.

Example: For a whole-house system that needs to support 5 faucets simultaneously while maintaining stable water pressure, Required minimum membrane flux = 300L/faucet × 5 faucets × Coefficient 5 = 7,500L. Then need to choose an ultrafiltration (UF) water purifier with a membrane flux greater than 7,500L.

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