01
He's really, I'm crying to death!
In the early morning of yesterday (June 27), the official WeChat public account of "Fat Donglai Trading Group" released the "Investigation Report on the Poor Sanitary Environment of Rolling Dough Processing Sites" (hereinafter referred to as the "Investigation Report") of Xinxiang Fat Donglai Catering Merchants.
The "Investigation Report" mentions that "all customers who purchased rolling dough and spicy noodles in the catering department of Fat Donglai two stores in Xinxiang between June 9 and June 19 will be refunded and given 1,000 yuan in compensation (a total of 8,833 copies)", in other words, Fat Donglai compensated consumers for the "rolling dough incident" of nearly 9 million yuan.
This directly made Fat Donglai rush to the first position on the Weibo hot search list, and he was on the list for more than 8 hours.
Source: Weibo
Here's the thing, earlier some netizens posted a video reflecting that there is a problem of poor sanitation in the "rolling dough" processing site of Xinxiang Fat Donglai Joint Venture Restaurant.
In accordance with the previous excellent style, Fat Donglai immediately launched an investigation and released a 6-page "Investigation Report".
In line with the principle of dealing with the problem rather than dealing with the person who raised the problem, Fat Donglai not only expressed his gratitude to the customer who helped him find a major food safety hazard, but also gave the customer a cash reward of 100,000 yuan.
Source: Fat Donglai Trading Group
As for the issue of the disclosure of the incident and the results of the internal treatment, Fat Donglai is by no means ambiguous.
It took the initiative to admit that there were loopholes in its own management, and made penalties such as dismissal, dismissal, and cancellation of year-end benefits for relevant staff.
For those who violate the "Cooperation Contract", the dough rolling merchants who can conceal and change the processing site without permission will stop business from now on, terminate the cooperation, and withdraw the cabinet within a time limit. The subsequent processing site will be relocated to a standard-compliant processing site.
Starting from the morning of June 27, consumers have successively gone to the dough rolling window of the Xinxiang Fat Donglai Catering Department to apply for refunds with their ID cards, copies of ID cards and payment vouchers.
In the afternoon of the same day, a consumer posted that he had purchased two copies of 8 yuan rolling dough on June 17 and June 19 respectively, and had now received a cash supplement of 2,000 yuan and a compensation certificate based on his consumption records.
In addition, due to the large number of people who came to the store to handle refunds, Fat Donglai customer service suggested that they should handle it in two days. At the same time, the store staff did not slack off, and some customers queuing up on the spot said: the waiter sent benches and water.
Resolute and resolute, with clear rewards and punishments, it is difficult for people not to love such a fat Donglai.
02
In fact, this is not the first time that Fat Donglai has been exposed to food hygiene and safety incidents.
The "employee tasting noodle incident" that occurred in February this year made Fat Donglai fall into a public opinion storm about food safety.
The news was also exposed by netizens, pointing out that after the employees of Fat Donglai Food City in Xuchang, Henan Province tasted noodles with chopsticks, they put the uncleaned and sterilized chopsticks directly into the pot and continued to stir.
After sparking heated discussions, Fat Donglai issued a statement the next day, saying that the female employee involved was making staff meals for colleagues in the catering department who were working overtime during the Spring Festival, and it was not sold to the public.
However, Fat Donglai still made a decision to fire the employee on the grounds that he did not taste according to the staff meal standard.
thought that the matter would come to an end, but netizens thought that Fat Donglai had been punished excessively.
Subsequently, Fat Donglai, who conformed to the will of the people and respected the people's will, decided to re-resolve the noodle tasting incident, so there was a full 13-page investigation report on the employee tasting incident.
The report covers a review of the above incidents, as well as the final decision to "let the employees involved adjust their positions, but continue to work in Fat Donglai".
Similar investigation reports and handling operations of negative events are commonplace in Fat Donglai.
Previously, when the employee had a dispute with the customer, Fat Donglai sorted out the causes and consequences of the incident in 8 pages, and analyzed the rights and wrongs of both parties in an objective and fair manner as much as possible.
did not blindly please consumers and let the grassroots employees take the blame, but gave the employees concerned 5,000 yuan in spiritual compensation for "being reprimanded unjustly".
In addition, there is also the initiative to recall "high-priced corn", set up "500-5000 yuan grievance award" for employees, arrange all employees to travel abroad, and the minimum average salary of employees is 7000 yuan......
Source: Weibo
Whether it is for consumers or their own employees, dealing with emergencies or internal salary and benefits, Fat Donglai can always take care of everything, not only to satisfy the parties, but also to satisfy the people of the whole network.
There is nothing behind him, just sincerity.
This is why Fat Donglai, who does not go out of Henan, can also capture a group of loyal fans on the Internet, and even become a "fairy company" in the hearts of thousands of workers.
In the fierce market competition, Fat Donglai's sincerity has to pay a price, such as the interests that most businessmen can't give up and more interests.
Lose in hake, but gain in herring.
Fat Donglai's sincerity has always been seen by consumers, put in their hearts, and implemented in consumer actions.
In April this year, Yu Donglai, the founder of Fat Donglai, said when talking about last year's earnings that Fat Donglai originally planned to earn 20 million last year, but he didn't expect to earn 140 million by the end of the year.
In the traditional supermarkets such as BBK, Yonghui Supermarket, and RT-Mart have closed their stores one after another, and even when they are dying, Fat Donglai, who is growing against the trend, is undoubtedly an outlier.
But such an anomaly, I really wish it could spread all over the country.
03
Humanistic care, this is a point that the outside world will mention and amplify when summarizing the success of Fat Donglai.
Fat Donglai's people-oriented attitude and sense of responsibility are indeed incomparable to many enterprises.
From the beginning of entering Fat Donglai, consumers can clearly feel that the employees of Fat Donglai can always "think one step more" than us.
For example, special pet storage cages and electric vehicle awnings are set up at the entrance of the supermarket, and in the middle of summer, the staff will also place a pack of ice packs on each car seat to prevent customers from being burned; There are free direct drinking water, public telephones and disposable raincoats at the entrance of the mall; Depending on the capacity and age of the user, Fat Donglai offers 7 types of shopping trolleys.
Source: Weibo
In addition, there are many more additional services and hidden details that subvert consumers' imagination: next to fruits and vegetables, information such as grade, origin, sweetness, cooking method and contraindications will be indicated; When buying seafood, we will help customers control all the moisture and do not press the scales; Not only are Fat Donglai's medicines inexpensive, but some can even be purchased by the tablet......
Some products may even be marked directly with the purchase price and gross profit margin.
During the Chinese New Year this year, when consumers were shy away from high-priced down jackets, Fat Donglai rushed to the hot search with the topic of "a down jacket only earns 3 cents".
Source: Weibo
It is worth mentioning that the principle of "return if you are not satisfied" has been implemented by Fat Donglai for more than 20 years, and this concept can be said to be far ahead of its peers.
Even such a subjective consumption as watching movies is also after-sales here in Fat Donglai.
If the customer is not satisfied with the movie, he can go to the counter within 20 minutes after the end of the movie to refund 50% of the ticket price (the other 50% is the revenue of the theater), which is equivalent to treating the customer to a movie.
This kind of service consciousness of no matter how big or small has achieved a well-known fat Donglai.
In the retail industry, it is not enough to rely on this ultimate service, in the end, it is still the goods that are sold.
"Internet Brand Officer" learned that Fat Donglai is positioned as a mid-to-high-end supermarket, and the goods are not cheap as a whole.
But with the blessing of responsible service attitude, Fat Donglai has won the trust and money of local residents.
Therefore, there is a joke circulating in the industry: Wherever Fat Donglai goes, a radius of 2 kilometers is a "supermarket cemetery". It means that with Fat Donglai, it is difficult for other supermarkets to survive.
Putting aside the appearance of Internet celebrities, in fact, what Fat Donglai can give consumers is something far beyond the product itself, such as peace of mind, peace of mind, and peace of mind in the whole process of shopping.
It's hard to sum up these things in a single number, and they shouldn't be summed up in a single number.