"Why did this sales volume drop?" After Liu Bin went to work, he immediately looked at the real-time sales data and found that pastry products fell by nearly 5% year-on-year at the same time yesterday.
Now it’s Double Eleven in more than two weeks, and many consumers have already entered a state of preparation.
However, the performance of the company's pastries has always been on the rise. Even though the growth has slowed down recently as we are getting closer to the big promotion period, it has not reached the point of decline.
Therefore, Liu Bin felt something was abnormal.
Liu Bin looked at his four assistants, but all of them looked confused.
"I'm going to ask the customer service department to see if there are any unusual inquiries from consumers." Zhao Yan stood up and said proactively. She was Liu Bin's "old assistant" and still had some experience.
At the same time, Liu Bin also spoke to other people in the office.
"Check some public opinion platforms to see if there are any unusual news developments." After Liu Bin finished explaining.
At the same time, the customer service department had unusual customer service dynamics.
"I read in the comments that the pastries are broken a lot now, has the quality deteriorated?"
"Dear, the quality has not declined, it is still the original formula and the original craftsmanship."
"What are those bad reviews in the comments?"
"Dear, we are also investigating here, but there are no results yet. You are an old customer. You should know that our company pays most attention to quality."
"Oh well"
"I read in the reviews that the product contains fly eggs. What's going on? It's so disgusting. I don't even dare to eat the newly arrived products.?"
"Dear, we are following up on the situation you mentioned, but as for product quality, you can rest assured that our production workshop is a million-level sterile production workshop, which is medical grade and can be regarded as the highest hygiene level in the industry. Already."
"I want to return the goods, unscrupulous woman doing business"
"Dear, how can I help you? We need financial review and process for refund, and we will definitely handle it for you. If you have any dissatisfaction, please feel free to disclose it."
As soon as Zhao Yan arrived at the customer service department, Liu Li, the head of the customer service department, was also about to go find Liu Bin.
So in less than five minutes, Liu Bin got the user feedback report compiled by the customer service department.
"Mr. Liu, there have been a few occasionally in recent days, but our order volume is large, so we don't pay too much attention here. We will summarize it and send it out when we prepare the weekly report."
"But today there were so many calls all of a sudden that it almost affected the customer service department's normal reception of customers."
"This kind of thing has never happened before. Is there any problem with our product?" Liu Li also looked sad.
This kind of thing has never happened before, although the customer service department not only has to deal with pre-sales, but also after-sales.
However, in the past, after-sales service was mostly related to some problems with logistics and express delivery, and product quality problems were very, very rare.
But recently it seems to have suddenly exploded.
This situation was unusual and made her wonder if there was something wrong with some part of the company.
And Liu Bin's face doesn't look good now. Double Eleven is coming soon, and the factory is increasing its efforts to purchase goods and produce.
At this time, there is a big problem. How can we sell the goods during Double Eleven?
The more we sold, the more customer complaints there were. In the end, the lack of guarantees ruined the brand.
"Have a meeting with your colleagues in the customer service department to appease the consumers first. The data will continue to be collected. I will remove some of the links that have a lot of customer complaints from the shelves later." Liu Bin finally decided.
Liu Bin subconsciously looked at Wu Zhou's office, but there was no one in the office at the moment.
And although the performance of the pastry category is not bad, compared to the entire company, the proportion is not high, and it is not enough to alarm Wu Zhou.
Liu Bin decided to deal with this matter himself first and find out the reason.
I sent the problem report directly to the production workshop, then called and roughly explained the situation and asked them to check every link to find out what the cause was. According to the feedback from the customer service department, the product production time,
Let them focus on troubleshooting product issues during that period.
I have to give him the results today. If I don't get it, I'll work overtime.
After that, Liu Bin drove directly to the company's warehouse.
Without notifying anyone, after arriving, I went directly to the cargo storage room and packing room.
"What's wrong, Mr. Liu, is there any problem?" Wang Wei asked Liu Bin doubtfully. He said that the company's warehouse manager was responsible for all problems that occurred in the warehouse.
So Liu Bin came here uninvited and looked ugly, which made him a little embarrassed.
"Wang Wei, are there any abnormalities in our warehouse recently, such as moths in the warehouse or which products were damaged and spoiled before being packaged?"
"There must be moths flying everywhere. I recently bought a few mosquito killer lamps."
Wang Wei said, but there seemed to be something wrong with Liu Bin's face.
"Has the sales department reported any problems with our warehouse?"
Liu Bin roughly described the incident.
Wang Wei frowned and recalled the entire product process from purchase, disinfection, sorting, packaging, and delivery.
"Mr. Liu, go to my office and rest for a while. I'm going to check on the situation now."
"No, let's go together to save time. This matter must be resolved as soon as possible. Every minute the product is removed from the shelves is worth money."
"Well, let's go together then."
Wang Wei first took Liu Bin to the warehouse and called some warehouse sorting employees to unpack the returned goods and take a look. Then they also randomly opened more than 30 boxes of old inventory goods in person.
As more and more items were opened, none of the defective items were found, not a single one was found.
Whether it is a returned item or an old item that has not been sent out.
Ask the warehouse sorting employees to recall whether they encountered problems such as product damage during this period, and whether they saw moths during packaging.
"Mr. Liu, our sorting workshop is individually enclosed. There are three stages of disinfection during incoming goods, sorting, and shipping. Those moths will definitely not be able to fly in. Even if a fish does slip in, the final It will definitely be killed, so the problem will definitely not appear in our warehouse."
Later, I checked the quality inspection report and so on.
No abnormalities were found.
At around three o'clock in the afternoon, the production workshop received a problem investigation report, which was similar to that of the warehouse, and no problems were found.
The standard of the company's production workshop is pharmaceutical grade, which is the ceiling in the food industry, and the entire production process can use machines without manual labor, so the possibility of human negligence being introduced is very low.
Therefore, after a whole day of investigation, Liu Bin found nothing.
Liu Bin was speechless when he saw the link that had been removed from the shelves for a day.
The customer service department is still summarizing the problems.
After Liu Bin returned to the office, he kept reading negative product reviews.
After reading for about an hour, Liu Bin was about to think about another direction to find the cause of the problem.
Suddenly I saw a review.
One consumer said that after posting pictures, adding comments, and leaving negative reviews, the user level is still relatively high.
"I thought the pastry was just delicious, but I never thought that it would actually cause iron supplements/vomiting." Then he posted a photo of a rusty wire mixed in the pastry.
one more.
"Look, the pastries at this price are not only delicious, they are also high in nutrition and protein. They are really fresh./vomit."
"Excuse me, is this a new way to eat cakes? It's still silky. You guys are going to destroy the Qiaofei family's sign."
"There are actually moths in the products, and one of the bags still has a musty smell. These products are all within the shelf life. There are serious quality problems. Customer service only refunds. I am very disappointed with Qiao Fei's!!"
"."
Liu Bin sent a message to Liu Li.
"Liu Li, please ask the customer service department to count the Want Want names and delivery addresses of these consumers with negative reviews."
"But most of them are anonymous."
"Even if it's anonymous, there's still something at the beginning and the end.
information, as well as the consumer platform level. Use these details to find these consumers. In addition, consumers who take the initiative to find our customer service should also check their shipping address and membership level. "
