Fat Donglai is in trouble again.
This time the disturbance is unprecedented.
Some customers complained that there was a problem with the sanitary environment of the dough rolling stall in Fat Donglai Food City.
Food hygiene is a high-incidence area that the catering industry can never avoid.
But just because of a small bowl of rolling dough, Fat Donglai spent nearly 10 million to deal with the problem, which shocked the whole network.
This is a textbook-level response, and it is admirable.
The incident happened in Fat Donglai Life Square, Xinxiang City.
On June 19, Mr. Li (pseudonym), a customer, complained to the catering department of Fat Donglai, saying that the dough rolling merchants in Fat Donglai Food City were in the processing point in the middle of Yinhuang Road, and the environmental hygiene was very poor.
Mr. Li also provided video footage of the scene.
After receiving customer complaints, the catering department of Fat Donglai immediately launched an investigation.
The investigation found that the processing point registered by the dough rolling merchant was Baliying, and it had also been processing in Baliying before.
It may be that the rent of the Baliying processing point is due, or it may be other reasons, the merchant secretly changed the processing point to Yinhuang Road on June 9 and did not report it.
I don't blame the customer for complaining, because the environment of the new processing point on Yinhuang Road is really worrying.
Plastic buckets with a few pieces of cardboard and various oil stains are placed everywhere on the ground, and the bottles and cans are dirty and messy.
Such a sanitary condition can be explained if it is a roadside stall, but as a joint venture of Fat Donglai Food City, this does not meet the hygiene standards of Fat Donglai.
If it weren't for the merchant secretly changing the address, this situation would definitely not pass the audit and acceptance of Fat Donglai.
I'm not blindly embarrassed to blow the fat east.
Because the garbage room that is the most difficult to manage in the enterprise is cleaner than the kitchen of many restaurants in the hands of Fat Donglai.
After the investigation of the matter was clear, Fat Donglai quickly launched a handling mechanism.
On June 20, the catering department asked the dough rolling merchants to stop business for rectification, and closed down the processing point on Yinhuang Road.
At the same time, a fine of 5,000 yuan was imposed in accordance with the management regulations.
Two days later, the dough rolling merchant reported a new processing point: Dazhuzhuang processing point, and said that all preparations were completed and acceptance could be carried out.
After receiving the news, the catering department arranged for quality control personnel and direct supervisors of the department to investigate.
Changed machining point environment, fully compliant with company standards.
On June 23, the Food & Beverage Department decided to allow the dough rolling merchants to resume business.
It stands to reason that this is the end of the matter.
But what he never expected was that when he saw that the dough rolling business he reported was closed and reopened two days later, Mr. Li quit.
On June 25, Mr. Li posted a video of the poor environment of the processing point recorded on the 19th on the Internet, saying that the hygiene of the dough rolling skin of Fat Donglai in Xinxiang was very bad, and he complained wildly.
The result can be imagined, once the video was released, it instantly detonated the hot search.
The three words of Fat Donglai, plus any black material, will definitely become a big hit.
It's all dealt with, and it's ushered in the first blow, what is this?
If you change to another company, you may feel:
The penalty has been fined, and the processing point has been shut down and replaced, what do you want?
But Fat Donglai didn't think so, and this matter attracted Yu Donglai's attention.
He felt that after the treatment, the customer still had an opinion, that is, his team's handling method was not good enough and did not get the customer's satisfaction.
After re-analysis, he felt that this was the inaccurate characterization of the problem by the head of the catering department, which could not be solved as an environmental health problem, but should be dealt with as a food safety problem.
So, Fat Donglai decided to do it in one step to satisfy Mr. Li and the majority of netizens.
directly rewarded Mr. Li with 100,000 yuan, saying that he was to thank him for his report.
For the dough rolling merchants, the measures of "cutting and deciding" were adopted, the contract was terminated, and the cabinet was withdrawn within a time limit.
was ruthless to the merchants involved, and was even more "decisive" to his employees:
The first person in charge of the Xinxiang catering department and the person in charge of quality control were directly dismissed, and all other relevant management were also dismissed.
What's even more shocking is Fat Donglai's next operation:
Customers who purchased rolling dough and spicy noodles at the food city rolling stalls between June 9 and 19 will be refunded, and an additional compensation of 1,000 yuan per serving will be given.
A total of 8833 copies.
In other words, Fat Donglai has to pay 8.93 million yuan!
After the notice was issued, there was a long queue of people who came to apply for a refund.
Many netizens posted videos saying that they really received 1,000 yuan!
Seeing such a way of handling, netizens were stunned:
"Fat Donglai, can you rule the earth?"
In all fairness, the reward for making a video is 100,000 yuan, 8,833 customers buy rolling dough, and one person compensates 1,000 yuan.
Except for Yu Donglai, I am afraid that no one in the world can match.
But there is one thing to say, this is precisely the embodiment of Fat Donglai's most wisdom and pattern.
The ancients said: The embankment of a thousand miles collapsed in the anthill.
The more than 8,000 customers who ate the dough rolling between the 9th and the 19th inevitably felt a diaphragm in their hearts.
If they become disgusted with Fat Donglai because of this and spread this emotion, Fat Donglai's image in the hearts of the public may be reversed.
Even if most people choose to tolerate Fat Donglai, Yu Donglai also thinks that this is consuming the public's trust in the sign of Fat Donglai, which is undoubtedly a chronic suicide.
The original words used for the East:
"I don't want to disappoint my customers, and when they are disappointed, it's like cutting my heart with a knife."
In fact, this is not the first time that Fat Donglai has been on the hot search because of similar incidents.
In June last year, because of the customer's own problems, he took a video and posted it on the Internet to complain when weighing, and Fat Donglai released an 8-page detailed investigation report, and apologized with a gift and a 500 yuan complaint award.
For details, click "Fat Donglai Weighing Incident".
In February this year, a chef directly took chopsticks to fish noodles from the bucket and tasted them, and was photographed by netizens.
Although Fat Donglai said afterwards that the chef tasted the staff meal, he still carefully investigated and released a report, rewarded the photographer and dealt with the parties and the management team seriously.
For details, click "Fat Donglai Taste Noodle Incident".
Every time this kind of thing happens, everyone feels that Fat Donglai's punishment is too high.
But after watching the compensation of nearly 10 million yuan for this dough rolling incident, everyone realized that they were still too young.
I don't know if you have noticed that Fat Donglai always has the ability to turn bad things into good things.
Obviously, it is a business problem, and a slight carelessness may cause a business crisis.
However, Fat Donglai can always turn adversity into help, take advantage of the situation to show his achievements, and make the company's reputation go to a higher level.
Because Yu Donglai deeply understands a truth in his heart:
The gold and silver cups are not as good as their own reputation, and the reputation is greater than the sky.
Any sacrifice can be made for the sake of word of mouth.
Once the seeds of doubt are planted, they are difficult to dispel.
Therefore, putting an end to everything that damages trust is the top priority of Fat Donglai.
Many businesses also know that word-of-mouth is important, but they always stay at the slogan stage, and they always treat customers as fools, trying to fool in exchange for word-of-mouth.
Yu Donglai has truly achieved the unity of thought and action.
He also said:
"I'm not trying to please customers, it's immoral to please customers, and it's disrespectful to customers to suffer losses, and you want to say that customers are wrong."
"We do this business because we like it, then create quality, and then present it to the society."
You accuse me, I take a serious look at myself, and then I thank you from the bottom of my heart.
Relying on this style of play, you can't find any voices questioning Fat Donglai on the Internet.
is obviously a negative event, and almost one-sided in the comments is to maintain Fat Donglai, thinking that this is just a harmless thing.
Especially this dough rolling incident.
Objectively speaking, it is indeed Fat Donglai's unqualified food hygiene.
As a result, you can only see this emotion below the comment area:
Don't be so yourself, we approve of you.
It is worthy of the fat Donglai in my heart!
So, why is that?
To put it bluntly, customers are not allowed to make mistakes, but everyone will make mistakes, let alone a huge enterprise.
What people care more about is their attitude after making a mistake than making a mistake.
The attitude and determination that Fat Donglai has shown again and again are worthy of everyone's trust and deserve everyone's trust.
In the current business environment, the rat head on the dinner plate can be stared at and said to be a duck neck, but what about Fat Donglai?
He'd throw out a whole pot of porridge because of a single piece of rat droppings.
Treat customers as people, but also treat employees as people.
Let's just say, how can consumers not love such a company.