As soon as this statement came out, everyone at Shengyun Group was stunned.
What's going on?
Isn't this different from the script you thought about?
Nie Yunsheng was actually mentally prepared after seeing Lu Mingliang's business card, so he had the smallest reaction.
The courier boy was a little confused and subconsciously looked to the left and right.
The two deputy generals were the most confused and even a little at a loss. They had no idea why the complainant suddenly became so tough.
This was being broadcast live, and the entire Internet audience was paying attention. The vice president of Shengyun Group was trying to smooth things over, persuading him with kind words, but the complainer ended up doing this again?
Just like the scene when the courier boy kneels down, this will obviously give people an aggressive and inhumane impression.
Is he crazy?
You haven’t been sprayed enough, have you?
Moreover, when the two vice presidents of Shengyun Group came back to think about it, they not only felt baffled, but also felt angry that "he was shameless".
Who do you think you are? Mr. Nie of our group has come to be the peacemaker. He has already given you enough face. If you don’t know a little bit about others, why don’t you just come down and say, hello, me, hello, everyone?
As a result, he just slapped his nose on his face to express his disapproval?
What's going on, you still want to call for punishment during the live broadcast?
This is really unreasonable!
After the scene was silent for a few seconds, the smell of gunpowder suddenly came up.
But Nie Yunsheng didn't say anything, and the other two vice presidents couldn't act rashly, let alone leave on their own initiative.
Lu Mingliang smiled slightly and took over the conversation: "Mr. Nie, everyone, please be patient."
"As this brother said, today we are really here to solve the problem and eliminate the impact."
"The reason why there is a little bit of gunpowder is mainly because the two sides have some communication problems, and many ideas are not fully conveyed to each other."
"I think this is normal. I can't tell the truth! It just so happens that Mr. Nie is here today, as are the two parties involved. Let's talk about it. Tell the cause and effect clearly. After full communication, the truth will naturally come out."
"The hundreds of thousands of viewers in the live broadcast room are just witnesses. Now the public opinion is on the side of your company. Everyone sympathizes with the courier. Mr. Nie is here. Why don't we just take some time and we will all
Let’s discuss this a little bit in front of the audience, right?”
“I happen to have some insights about the express delivery industry, so I’d like to share them with you.”
Obviously, if Nie Yunsheng had known that this was an online debate or a debate with Headwind Logistics, he would never have come.
Putting aside whether you can win or not, the key is that the risk is very high and it’s totally not worth it!
If he hadn't come, Lu Mingliang would really have a headache.
But now, since Nie Yunsheng has arrived, 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 expression softened again, and he even showed a smile: "Of course, we are here.
To solve the problem."
"However, this matter is still a dispute between Shengyun Group's customers and employees. Mr. Lu is the person in charge of Headwind Logistics. There is no reason to get involved, right?"
"Or does Headwind Logistics think we didn't handle it properly enough? The couriers have knelt down to the customers. Doesn't Mr. Lu think it's not enough? Then I really feel sorry for the couriers of Headwind Logistics."
A flurry of accusations not only suggested that Lu Mingliang, as the person in charge of Headwind Logistics, was meddling in other people's affairs, but also put Lu Mingliang on the opposite side of the courier boy.
Nie Yunsheng knew very well that whoever was silenced in public today would lose.
Whether this is a debate or a war of words, as long as you lose, it will definitely seriously affect the company's image and cause serious damage to the company's interests.
Thinking about it from another perspective, this actually means that the winning side will have a great advantage.
If Shengyun Group can take this opportunity to deal with Lu Mingliang and discredit Headwind Logistics, then Shengyun Group will not only be able to resolve its crisis immediately, but also turn the crisis into an opportunity.
Since it is impossible to leave in this situation, we can only take the initiative to attack.
Lu Mingliang did not panic, and did not answer Nie Yunsheng's words. If he really pointed the finger at the courier boy, he would have really fallen into the trap. His target has always been aimed at Shengyun Group, and he must not move away from it under any circumstances.
open.
Therefore, Lu Mingliang did not answer Nie Yunsheng's question at all, but asked directly: "Mr. Nie, let me ask you a question: The current society is a society governed by the rule of law, right?"
This is what I learned from the fully automatic leverage machine: If the other party throws a trap question, no matter how you answer it, you will be passive. Then the best way is to ask the question, turn passive into active, and let the other party enter his own rhythm.
Nie Yunsheng was stunned for a moment and replied without thinking: "Of course."
Lu Mingliang nodded: "Since we are a society governed by the rule of law, we must pay attention to the spirit of the rule of law. The complainant's first complaint was because the express delivery was damaged. According to the contract between the consumer and the express delivery company, the express delivery company caused the loss of the express delivery, and the customer complained.
Is that okay?"
"The complainant complained for the second time because Shenyun Express promised to compensate apples, but it did not compensate apples of the same variety. Instead, it used other apples as substitutes and failed to fulfill its promise. The customer complained for the second time
It’s okay to complain and get an explanation, right?”
"The customer is just exercising the rights granted to him by the law. What's wrong?"
Although Nie Yunsheng was a little caught off guard, he quickly reacted: "Of course what Mr. Lu said makes sense, but...beyond the law, there is something called human relations. Everyone makes mistakes, and it is inevitable for the courier boy to make mistakes while he is busy.
, they have already knelt down and apologized, but they are still refusing to give in. Is this okay? The reason why netizens reacted so fiercely is because customers are unreasonable and unkind at all."
"Of course our company does not approve of this kind of online violence, but shouldn't we be more considerate of the hard work of the courier guys?"
Lu Mingliang said: "Of course it's okay to be considerate of the courier guys' hard work, but if the good service we should provide customers has shrunk, who should be responsible?"
"Your Shengyun Group keeps saying that it is 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 also provided him with condolences and subsidies."
Lu Mingliang chuckled: "What about the other courier boys? This courier boy is lucky, because this incident happened to break out at this critical moment and became a shield for you to pass on the conflict, so of course you must do your best.
The gesture is both condolences and compensation."
"But there are many couriers like him at Shengyun Express. I believe they have suffered no less grievances than this in their daily work. Where were you, Mr. Nie, at that time?"
"The courier guy was fined after being complained about. Isn't this the rule set by Shengyun Express? You are the one who fined the fine, and you are the one who revoked the fine. You are also the one who expressed condolences. What is the basis for your punishment or non-punishment? How do you do things?
Is the basis based on the spirit of the contract and law, or the interests of your company?"
Lu Mingliang looked at the courier boy: "You wouldn't say that this is the first time you have encountered a similar situation, right?"
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 and fined, but this time it happened to be a big deal and was noticed by the senior management of Shengyun Group.
Therefore, he did not dare to answer Lu Mingliang's question hastily.
Nie Yunsheng realized that something was wrong.
What's going on? Isn't the courier guy on my side? Why does Lu Mingliang seem to be incited to rebel after just a few words?
Nie Yunsheng hurriedly said: "Express delivery is an industry that connects people. As long as there are people, there will naturally be friction. We punish couriers based on customer complaints to be responsible to customers and urge couriers to work seriously; we punish couriers
The condolences are to prevent our employees from feeling cold and to prevent malicious complaints from affecting the entire logistics system. The two are not contradictory."
Lu Mingliang smiled slightly: "Mr. Nie's words are a little obscure, let me translate them for you."
"What you are actually saying is that punishing the courier based on complaints is to calm the anger of customers, maintain the company's reputation, and earn a fine on the way; to express condolences to the courier after the matter becomes a big deal is even moral kidnapping
The purpose of complainants is to increase the cost of complaints for customers, forcing them to be considerate of couriers and accept poor service."
"The courier was fined, and the customer had to endure poor service. They all lost. Only your company won, and it won hugely."
"I ask you whether the basis for your punishment or non-punishment is the spirit of the contract and the rule of law, or the interests of the company. You dare not answer."
"So your words actually imply the latter. You dare not say that your basis is the contract and the law, because according to regulations, customer complaints are completely reasonable and legal, and they are within the rules you have set."
"You can only say some one-sided words and say some aspects that are 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 person responsible, but why do you seem to be completely aloof from the whole process?"
"I found that all companies that want to turn their companies into a big platform are thinking about doing nothing, collecting taxes, and letting others take the responsibility."
“No matter what kind of platform company it is, the first thing they do is to design the rules in a way that will benefit them without any harm, and try to make them clean. Every time they complain, they say they have already been punished.
The courier guy is there, but what people want to complain about is the platform itself! Now you have to say again, we are just a platform, and the reason why customers are dissatisfied is because the courier guy’s service is not in place..."
"Now you have stripped yourself clean. If public opinion sympathizes with the customers, you will kneel down and lick the customers and push the couriers to death. If public opinion sympathizes with the couriers, you will kneel down and lick the couriers and push the customers to death. You will even deliberately
To guide public opinion in a direction beneficial to itself."
“It’s always others who take the blame, and it’s never your 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?"
"Is it because I can't do it or I don't want to do it?"
