Chapter 1491 The Invisible Platform in the Incident
As soon as this remark came out, everyone on the Shengyun Group side was stunned.
what's the situation?
Isn't this different from the script you had in mind?
In fact, Nie Yunsheng was already mentally prepared after seeing Lu Mingliang's business card, so his reaction was the least.
The courier boy was a little confused, and subconsciously looked to the left and right.
The two vice-deputies are always the most confused, even a little bit at a loss, completely unable to figure out why the complainant has suddenly become so stubborn.
This is a live broadcast, and the audience on the whole network is paying attention. The vice president of Shengyun Group is trying to smooth things over, trying to persuade them with nice words, but the complainant made another mess?
Just like the scene when the courier brother knelt down, it would obviously give people an aggressive and unreasonable impression.
He's crazy?
Not sprayed enough, right?
Moreover, after the two vice presidents of Shengyun Group recalled it, they not only felt inexplicable, but also felt angry that "he was shameless".
How old do you think you are? Mr. Nie of our group came here to be the peacemaker, which has already given you enough face. You don’t know a little bit, so go down the slope, hello, hello, hello, everyone?
As a result, he directly pushed his nose on his face, expressing his incomprehension?
What's the matter, you still have to ask questions in the live broadcast?
It's really unreasonable!
After a few seconds of silence, the smell of gunpowder came up all of a sudden.
But Nie Yunsheng didn't say anything, and the other two vice presidents couldn't act rashly, let alone leave the venue on their own initiative.
Lu Mingliang smiled slightly, and took over the conversation: "Mr. Nie, everyone, please be safe and don't be impatient."
"As the brother said, today is really about trying to fix the problem and remove the impact."
"The reason why there is a little bit of gunpowder is mainly because there are some problems in the communication between the two parties, and many ideas have not been fully conveyed to the other party."
"I think it's normal. I don't understand why! It just so happens that Mr. Nie is here today, as are the two parties involved. Let's talk about it, explain the cause and effect clearly, and after full communication, the truth will naturally come to light."
"The hundreds of thousands of viewers in the live broadcast room just happened to be a witness. Now the public opinion is on the side of your company, and everyone sympathizes with the courier. Mr. Nie is here. Why don't we spare some time and we will be in all Shall we discuss this for a while in front of the audience?"
"Regarding the express delivery industry, I happen to have some humble opinions, and I would like to share them with you."
Obviously, if Nie Yunsheng had known earlier that this was an online debate or a debate with Headwind Logistics, he would never have come.
Whether you can win or not is put aside first, the key is that the risk is very high, it is not worth it at all!
If he hadn't come, Lu Mingliang would really have a headache.
But now, since Nie Yunsheng has come, it will be difficult to leave.
The two vice presidents looked at Nie Yunsheng, and saw that Nie Yunsheng's face was a little gloomy, as if he would explode in the next second, but soon, his face softened again, and he even smiled: "Of course, we are here, just to solve the problem."
"However, this matter is still a dispute between Shengyun Group's customers and employees. Lu is always the person in charge of Adverse Logistics. There is no reason to get involved, right?"
"Or, Headwind Logistics thinks that we didn't handle it properly? The couriers kneel down to the customers. Does Mr. Lu think that's not enough? Then I really feel chilling for the couriers of Headwind Logistics."
A burst of guns and sticks not only implied that Lu Mingliang, as the person in charge of Headwind Logistics, was nosy, but also placed Lu Mingliang on the opposite side of the courier brother.
Nie Yunsheng knew very well that anyone who was speechless under the watchful eyes of everyone today would lose.
Whether this is a debate or a scolding war, as long as you lose, it will definitely seriously affect the image of the company and cause serious damage to the company's interests.
From another perspective, this actually means that the winning side will have a great advantage.
If Shengyun Group can take this opportunity to clean up Lu Mingliang and discredit Headwind Logistics, then Shengyun Group can not only resolve its crisis immediately, but also turn the crisis into an opportunity.
Since it is impossible to walk on this occasion, we can only take the initiative to attack.
Lu Mingliang didn't panic, and didn't answer Nie Yunsheng's words. If he really targeted the courier boy, he would really fall into the trap. His spearhead has always been aimed at the Shengyun Group, and he must not move away under any circumstances.
Therefore, Lu Mingliang did not answer Nie Yunsheng's question at all, but directly asked: "Mr. Nie, let me ask you a question: the current society is a society ruled by law, right?"
This is learned from the fully automatic bar lifter: if the other party throws a trap question, no matter how you answer it, you will be passive, so the best way is to ask questions, turn passive into active, and let the other party enter their own rhythm.
Nie Yunsheng was stunned for a moment, and replied without thinking: "Of course."
Lu Mingliang nodded: "Since it is a society ruled by law, we must pay attention to the spirit of the rule of law. The first time the complainant complained was because the courier was damaged. According to the contract between the consumer and the courier company, the courier company caused the loss of the courier. The customer complained, Is that okay?"
"The complainant complained for the second time because Shengyun Express promised to compensate the apples, but it did not compensate apples of the same variety, but replaced them with other apples, which did not fulfill its promise. The customer made the second It’s okay to complain and ask for an explanation, right?”
"The customer is just exercising its rights under the law, what's wrong?"
Although Nie Yunsheng was a little caught off guard, he quickly reacted: "Of course Mr. Lu is right, but...besides the law, there is something called human affection. Humans make mistakes, and it is inevitable for the courier brother to make mistakes in his busy schedule." , have already knelt down and apologized, and still refuse to forgive, is that okay? The reason why netizens reacted so violently is because customers have to be unforgiving, and they don’t care about human feelings at all.”
"Of course our company does not approve of this kind of cyber violence, but we should be more considerate of the hard work of the courier brother, shouldn't we?"
Lu Mingliang said: "Of course it's okay to be considerate of the courier brother's hard work, but the good service that should be given to customers has shrunk, and who should be responsible?"
"Your Shengyun Group keeps saying that it's not easy for the courier boy, saying that his salary is meager and his work is hard. This complaint may cause him to face a huge fine. Isn't this caused by your Shengyun Group?"
Nie Yunsheng's face darkened: "We have exempted the courier boy from all penalties, and we have also offered him condolences and subsidies."
Lu Mingliang sneered: "What about the other courier guys? This courier guy is lucky, because this matter just broke out at this critical moment, and it became a shield for you to pass on the conflict, so of course you have to do enough. The gesture is part condolence and part compensation."
"But Shengyun Express still has many courier brothers like him. I believe they have suffered no less grievances in their daily work than this. At that time, where were you, Mr. Nie?"
"The courier boy will be fined after being complained. Isn't this the rule set by your Shengyun Express? You are the one who fined it, and you are the one who revoked the fine and expressed condolences. What is the basis for your punishment or not? What are you doing? The basis, is it the spirit of the contract and the law, or the interests of your company?"
Lu Mingliang looked at the courier boy: "You can't say that this is the first time you have encountered a similar situation?"
The courier boy lowered his head and stopped talking.
Obviously, this is definitely not the first time!
I don't know how many times I have been complained about fines, but this time it happened to be a big mess, and the senior management of Shengyun Group noticed it.
Therefore, he did not dare to answer Lu Mingliang's question rashly.
Nie Yunsheng realized that something was wrong.
What's going on, isn't the courier guy on my side? Why did Lu Mingliang seem to be about to be rebelled after saying a few words?
Nie Yunsheng hurriedly said: "Express delivery is an industry that connects people and people. As long as there are people, there will naturally be friction. We punish the courier according to the customer's complaint. We are responsible to the customer and urge the courier to work hard; The condolences are to not chill the hearts of our employees, and to prevent the impact of malicious complaints on the entire logistics system. The two are not contradictory."
Lu Mingliang smiled slightly: "Mr. Nie's speech is a bit obscure, let me translate for you."
"You are actually saying that punishing the courier based on complaints is to appease the anger of customers, maintain the company's reputation, and earn a fine by the way; condolences to the courier after things get serious, and even moral kidnapping Complainants, in order to increase the cost of complaints for customers, force them to be considerate of couriers and accept poorer services."
"The courier was fined, and the customers had to endure poor service. They all lost, and only your company won, and it was embarrassing."
"Let me ask you, whether the basis for your punishment or not is the contract and the spirit of the legal system, or the company's interests. You dare not answer."
"So what you said is actually the latter by default. You dare not say that your basis is the contract and the law, because according to the regulations, customer complaints are completely reasonable and legal, and they are within the rules you set."
"You can only pick and choose one-sided words and say something that is beneficial to you, as if the only conflicting parties in the whole incident are the customer and the courier. But the problem is that both the courier and the customer have signed contracts with your company. , your company is the first responsible person, but why do you seem to be completely out of it during the whole process?"
"I found that all companies that want to turn their business into a big platform think about the good things of not caring about anything, collecting taxes on the ground, and taking responsibility for others."
"No matter what kind of platform company it is, the first thing to do is to design the rules so that it will do no harm to itself, and want to get rid of itself. Every time a complaint is made, it is said that it has been punished The courier brother, but what people want to complain is the platform itself! At this time, you have to say again, we are just a platform, and the reason why customers are not satisfied is because the service of the courier brother is not in place..."
"Now you pick yourself up clean, and the public opinion sympathizes with the customers, you kneel and lick the customers, and force the courier to death; the public opinion sympathizes with the courier, you kneel and lick the courier, and force the customer to death. Even deliberately Guidance to guide public opinion to develop in a direction that is beneficial to oneself.”
"It's always someone else's responsibility, and it's never your own fault."
"Mr. Nie, is it true that a listed company with a market value of tens of billions can't do anything except severely fine the courier?"
"Can't do it, or don't want to do it?"