"You reported me, and I will give you 100,000 yuan."
That's right, this is Fat Donglai's mind and vision.
Find a problem and take it seriously
On June 25, a customer gave feedback on the self-media platform, saying: It was found that the sanitary environment of the "rolling dough" processing site of the joint venture catering of Fat Donglai (Xinxiang Store) was poor.
After receiving the feedback, Fat Donglai immediately closed down the stalls of the associated merchants and set up an investigation team.
Obviously, he was reported, and he was questioned, but the first time Fat Donglai received the report, what he thought of was not how to defend himself, but immediately shut down and investigated.
When you encounter a problem, you choose to run away, and you become a problem; Dare to face problems when you encounter them, and you will slowly become a strong person.
When a problem arises, it seems that escaping can protect oneself, but the problem will not disappear out of thin air, and evasion will only lead to the problem snowballing bigger and bigger, and finally explode, then it is not as simple as solving the problem.
Fat Donglai, at the beginning of the move, has already won.
dispose
In the early morning of June 27, the official account of "Fat Donglai Trading Group" released the "Investigation Report on the Poor Sanitary Environment of Rolling Dough Processing Sites" of Fat Donglai Catering Merchants in Xinxiang.
As long as there are three points.
The first point is to give a cash reward of 100,000 yuan to the customer who helped him discover a major food safety hazard.
The second point is that all customers who purchased rolling dough and spicy noodles in the catering department of Xinxiang Fat Donglai two stores from June 9, 2024 to June 19, 2024 will be refunded, and a compensation of 1,000 yuan per serving will be given (statistics total: 8,833 copies).
The third point is that Fat Donglai will dismiss, dismiss, and cancel year-end benefits for relevant staff. The Xinxiang Fat Donglai Rolling Dough Merchant will be suspended from now on, and the contract will be terminated to terminate the cooperation, and the cabinet will be withdrawn within a time limit.
Feng Tang once said this:
"People with a high level of thinking, you think that people are studying things every day, and they are often studying people."
Fat Dong came to deal with the "rolling dough" incident, is he aiming at the problem itself? No, he's a person, he's a customer.
What do customers want? What kind of results do you want to see?
That's the crux of the matter.
Customers pay attention to hygiene issues because of their own vital interests, for fear of eating their stomachs and their bodies. Fat Donglai thought of it, so he immediately shut it down and investigated it in time, so that the customer's concerns could be slowly eliminated.
It is right to stop losses in time, but what about the "damage" that may have been done? Fat Donglai also thought about it, he let the customers who came to consume during this period get a good compensation, although they have not yet found the damage caused to them by rolling dough, but the compensation can let them see Fat Donglai's attitude.
The strong solve the problem, and the wise eliminate the problem, but since the problem has already occurred, the root cause of the problem always has to be traced. Fat Donglai considered the problem from the perspective of customers and punished the relevant employees involved.
Many things, maybe because of your negligence, let the problem appear, or maybe you don't know that there is a mistake in a certain link, so that others feel unhappy, at this time, your action is your attitude, maybe others don't really want you to do something, others want a bit of your attitude. An attitude where you value the problem and the person who is drawn by the problem.
Fat Donglai's attitude makes customers feel that they are cared for and valued.
harvest
Since childhood, we have been indoctrinated with various ideas and formed an inherent mode of thinking, feeling that loss is bad, regretful, and loss.
Fat Donglai compensated nearly 9 million because of the "dough rolling" incident, but what he harvested, you can't imagine at all.
Fat Donglai lost nearly 9 million, but he got the unconditional trust of customers; Fat Donglai lost nearly 9 million, but he gained countless iron fans.
Compared with the difficulty of protecting the rights of other companies, Fat Donglai's quick response is simply to pamper fans.
In this way, the credibility of the enterprise is preserved.
More importantly, he has gained the unconditional trust of customers and countless iron fans. This is an effect that is difficult to achieve with no amount of publicity.
Trust is like gold, precious and scarce, gold is tested in the fire, and trust is shown after a long time. Gold will sparkle and trust will enhance feelings. Fat Donglai's move didn't take long, everyone's trust in him came, and it was unusually strong.
Write at the end
refuses to forgive others for slandering themselves, and in the end it is themselves who are hurt.
If you don't want to be with you, forgive more, so that you can turn enemies into friends and cultivate your magnanimity invisibly.
Fat Donglai gave a reward of 100,000 yuan to the person who gave feedback on the problem, which is not only forgiveness, but also Fat Donglai's magnanimity.
In this way, even if there were some people who didn't have much interest in Fat Donglai before, or just like this feedback, from this moment on, he became a fan of Fat Donglai.
This trust is enduring and lasting.
This is something that can't be exchanged for gold.
Writer Liu Run once said: "Cognitive breakthrough is the foundation of a person's invincible position, and it is also the best way to counterattack in life." ”
Fat Donglai's breakthrough made him, and Fat Donglai is destined to go higher and further.
Because, his cognition, his pattern, and his magnanimity are really there.