What should I do when faced with a customer who reports myself? Fat Donglai has taught all enterprises another lesson.
Fat Donglai has become popular again in the past two days, the previous fire was because they were praising Fat Donglai's various good, but this time the fire was because it was reported and complained by customers, or food hygiene and safety.
After Fat Donglai learned about this matter, his response once again refreshed everyone's three views, and made netizens feel sorry for Fat Donglai.
Poor environment in food processing sites
The cause of the incident was a netizen who posted a video on the Internet, which was about a series of problems such as the dirty and messy sanitation of the processing place of Fat Donglai in Xinxiang, Henan Province, and the processing place of a joint venture catering "rolling dough".
Then this video spread wildly on the Internet, and it was naturally brushed by Fat Donglai's employees.
This incident was posted on the Internet at 8 p.m. on June 25, and after spreading on the Internet, Fat Donglai issued an investigation report at 4 p.m. on the 26th.
In less than 24 hours, an investigation report has been issued, which may be the reason why Fat Donglai is sought after, and they really deal with it for you.
From this investigation report, people learned more details and saw the sincerity of Fat Donglai.
According to the investigation report, after learning about this incident, all the stalls of the associated merchants were required to be closed as soon as possible, and a special investigation team was set up to implement the matter.
As early as June 19, a customer reported the poor environment of this temporary processing site for rolling dough.
The day after receiving the report, Fat Donglai asked the joint venture stall to suspend business for rectification and fined 5,000 yuan.
After three days of rectification, the joint venture was moved from the temporary processing site to a new location, and then resumed business on the 23rd.
Unexpectedly, the same problem appeared again on the 25th, and then the next thing happened.
The whole investigation report is written clearly, the details are detailed, there is no ambiguity, no prevarication, no cover-up of facts, after the investigation report came out, and then at 1:38 in the morning overnight to give a solution.
Not to mention how explosive the solution is, in terms of the speed and efficiency of this work, it really deserves to be a sought-after enterprise.
Looking at the solution again, it is really a slap in the face to everyone, which makes people's eyes black.
Reference: "Fat Donglai Announces Investigation Report on the "Rolling Dough" Incident: 100,000 Yuan for Complaining Customers" 2024-06-27 15:07·Beiqing.com
Explosive solution
For the phrase "food safety is greater than the sky", Fat Donglai can be said to have implemented it to the end, and if there is a problem, it will be solved immediately, and the food safety problem must be dealt with seriously.
First of all, the result of the handling of customer complaints will be given to the customer who filmed the video report with a cash reward of 100,000 yuan, and yes, a cash reward of 100,000 yuan.
This is not over, all customers who have purchased "rolling dough" and "spicy noodles" in this stall during the period from the 9th to the 19th will be refunded and given a compensation of 1,000 yuan.
According to Fat Donglai's statistics, in these ten days, a total of 8,833 copies of these two foods were sold, and if one piece was compensated for 1,000 yuan, then a total of 8.833 million yuan would be compensated.
Good guy, such an arrogant indemnity really has to be convincing, and with such a way of dealing with it, it will be difficult not to support Fat Donglai in the future.
The second is the handling of their own employees, the stall hygiene has not been handled well, and it has resumed business, and this time it can be said that it has a very big relationship with its own employees.
Fat Donglai's handling of employees is also not soft at all, the two main persons in charge of this matter, one is the first supervisor of the catering department, and the other is a quality controller, they are seriously derelict in their work.
It was decided to dismiss these two, and the other management has joint and several responsibilities, and they will all be dismissed, and the year-end bonus of the store manager in Xinxiang will also be cancelled, just because there is no supervision in place.
It can be seen from the treatment of employees and customers that Fat Donglai is definitely rewarded and punished, and if it is wrong, it is wrong, and if it is wrong, it will bear the corresponding price.
Finally, the result of the treatment of this joint venture stall, due to the deliberate concealment of the processing site and the private change of the processing site by the joint venture stall, all of them will stop cooperating with this joint venture stall in the future.
This matter is perfect in terms of efficiency and sincerity.
Such behavior naturally caused heated discussions among netizens, and Fat Donglai used his greatest sincerity to solve this matter.
Reference: "Fat Donglai Announces Investigation Report on the "Rolling Dough" Incident: Reward 100,000 Yuan for Complaining Customers, and Dismissal and Dismissal of Relevant Staff" 2024-06-27 10:18·Global.com
It's a bit unaccustomed to being treated as a "human" for the first time
In the words of Yu Donglai, the founder of Fat Donglai, it is not to please customers, it is immoral to please customers, and it is disrespectful to customers to suffer.
He gives the utmost respect to whoever he is, whether it is a customer or his own employees, and only by respecting them will they respect you.
Compared with the saying that many service industries believe: the customer is God, there is no such thing as coming here in Fat Dong, because it will only make you feel as warm as home.
Take this time Fat Donglai "rolling dough" as an example, a netizen described it like this: He also ate this dough rolling, but he will not return the 1,000 yuan.
The reason is that Fat Donglai sees himself as a person more than himself, and he is afraid that one day Fat Donglai will leave and no one will treat him as a human being.
In addition to being shocked by the outcome of this matter, many netizens are distressed by Fat Donglai.
If a company can make customers care about maintenance, how can such a company not make money?
The people's eyes are clear, and the masses know who is good to them, and blindly depriving them will only make the masses more and more disgusted by this.
Reference: "Fat Donglai Responds to the "Rolling Dough" Incident: Dismissed Two Employees and Rewarded Customers with Nearly 9 Million Yuan" Blue Whale Finance2024-06-27 14:52
Fat Donglai's incident can be regarded as once again refreshing people's perception of him, and once again seeing what a real conscientious enterprise is.
In the end, I don't know what the caretaker thinks about the "dough rolling" incident of Fat Donglai? Feel free to discuss!
(Disclaimer) The process and pictures described in the article are from the Internet, and this article aims to advocate positive social energy and no vulgar and other bad guidance. If it involves copyright or character infringement issues, please contact us in time, and we will delete the content as soon as possible! If there is any suspicious part of the incident, delete or change it immediately after contacting!