ALL NOVEL Chapter 246 Public Relations Incident
At two o'clock in the afternoon, Fang Bai inspected Xinghai Square.
He was surrounded by more than a dozen Xinghai Plaza management personnel, and several security guards followed him to prevent the surrounding guests from crowding in.
Fang Bai first inspected the outside of Xinghai Square and took a look at the parking area in the southeast.
"There are no charges in the bicycle parking area. We need to arrange staff supervision to prevent thieves and install cameras for 24-hour monitoring to ensure the safety of customers' bicycles. Some people do not bring bicycle locks or the locks are broken. We can provide bicycles for free. Locks can be obtained by cards and returned when leaving. Lock-free areas can also be divided into specially managed areas.
Of course, if you park your car after an hour, you will of course be charged. "
All managers listened carefully, nodded frequently, took notes with pens and paper, and implemented them afterwards.
Fang Bai said as he walked: "Trash cans must be classified into recyclables, hazardous waste, wet waste and dry waste. Customers must develop a habit."
"A water heater can be installed outside so that people passing by can get boiled water for drinking. This does not cost much, but it can improve the reputation of our Xinghai Plaza."
"In the bicycle area, we will build wash basins and add free gas stations."
Fang Bai's group and the people around him also noticed. These managers were very nervous and acted as if they were listening very carefully. When they got curious and listened closer, it turned out that it was the small boss who was inspecting the mall.
Some people couldn't help but applaud and shout loudly when they heard Fang Bai's words about canceling bicycle charges, increasing free boiled water and free gas pumps.
After a while, Fang Bai walked into the supermarket to inspect.
He stood at the gate of the supermarket, with people surrounding him.
Fang Bai continued: "It is inconvenient to store umbrellas on rainy days. We can customize some umbrella cabinets for storage. We provide cheap umbrellas and raincoats to facilitate customers' travel on rainy days.
On rainy days, some customers get wet from the rain and have wet hair. A drying room can be customized near the entrance to facilitate customers to dry their hair.
In public restrooms, hair dryers should also be arranged to facilitate customers to dry their hair, as long as they are protected against theft.
You should think more, put yourself in someone else's shoes, think of yourself as a customer, and see what is missing.
We must pay attention to the details and provide good service.
The core of Xinghai Plaza's operation is people-oriented and service is king!
If you do this well, you won’t be afraid of competitors at all. "
Fang Bai walked and talked, directly pointing out the areas where the service was not in place.
As he took a step forward, he saw many problems.
It has only been half an hour, and Fang Bai has already pointed out more than 20 problems, with an average of one problem per minute, and there are problems everywhere.
The eyes are so poisonous.
Jingtian and the supermarket management kept wiping sweat from their foreheads and found that there were too many problems.
They kept talking about the quality of service but didn't expect the service to do this.
At least currently, no state-owned shopping mall has such a good service attitude as theirs.
But in Fang Bai's eyes, there are no problems everywhere. If he goes to inspect a state-owned shopping mall, he won't be able to stand it at all.
With Fang Bai's temperament, he would give a direct order: "Knock down the new one and recruit new people for training!"
Everyone listened carefully and found out that what Fang Bai said was not unreasonable.
In addition, with Fang Bai's business philosophy and business vision, he naturally has his own reasons.
If not, where would the bustling Xinghai Square be today? Service quality is also the advantage of Xinghai Square.
When they arrived at the cooked food area, Fang Bai asked Jingtian: "Why are there no free tastings?
Provide toothpicks and cut into small slices for customers to taste before buying to see if it suits their taste. This is a must. Are you still afraid that someone will eat free meat every day? "
Jingtian was a little confused: "Chairman, I'm just worried that someone will eat meat shamelessly. They come here to eat every day and can't drive them away. It's quite troublesome."
Fang Bai pondered for a moment and said: "You must give it a try. If you encounter someone like this, then offer less, but you can't scold them and get out."
"OK!"
“Cooked food must indicate when it was cooked and how long it has a shelf life.
If service quality is difficult to achieve and thankless, we can improve employees' remuneration and benefits.
It’s okay to make less money, but it’s not difficult to improve service quality and build a century-old store.
You want to close the door, but the people still don’t agree. "
When I arrived at the supermarket checkout area, I saw many people queuing up to pay.
Fang Bai pointed to the queue and said: "During the busy New Year period, we can temporarily add service staff. One person is responsible for helping customers pack the goods, and one person is responsible for settling the accounts and collecting money. Don't let customers load the goods themselves. The queue is too long. I hate queuing. When I saw this, I didn’t want to buy it.”
In this regard, Fang Bai actually wronged Sedum.
In order to ensure smooth sales during this year's New Year, Xinghai Mall temporarily more than doubled its manpower. However, I didn't expect that the opening of the second phase would be even more lively, and the entire Wencheng people came to join in the fun.
Judging from the current situation, as long as there are no major problems, it will be considered complete.
Fang Bai seemed to be aware of the pressure on Jingtian and others, and smiled: "Some problems can be rectified slowly after the year. There is no point in rushing. I hope there will be great improvement when I come back next year."
When the managers saw Fang Bai, who had always been serious, finally showing a spring-like smile, they all breathed a sigh of relief, and the corners of their mouths turned up in an imperceptible arc.
Two hours later, Fang Bai came to the clothing area on the first floor of Phase 2 and suddenly saw an employee of a well-known clothing brand store "Mi Lai" arguing fiercely with a customer.
The spectators gathered around accused the waiter of being arrogant and defiant.
The customer, a woman in her forties, plainly dressed, retorted excitedly: "My hands are not dirty. Can't I just take a look and touch it? I really can't afford it now. But in a few years, if I have money, won’t I be able to afford it? I can’t afford it now, so in a few years, when I have money, won’t I be able to afford it? It’s obvious that people look down on others.”
The audience around them also echoed: "Yes, if you look down on others, hide it in your heart and just try to persuade them with your words. There is no need to ridicule them. Aren't you also a part-time worker?"
The young female salesperson argued: "Anyway, I'm right. Since I can't afford it, it's useless to look at it. If you touch it and others touch it, the clothes will definitely be dirty, so should we still sell them?"
This dress costs one or two hundred yuan. I am also a part-time worker. I can’t afford to pay for it if it gets dirty. I will take the blame in the end. Can she afford to pay for it?
Besides, I didn't scold her, I just said don't touch it if you don't plan to buy it. How can we sell it if it gets dirty? "
Fang Bai frowned and walked over to listen. After listening for a while, he probably figured it out.
In the final analysis, neither of them did anything wrong. The salesman himself was in trouble, but his attitude was a bit too bad, which aroused public outrage.
The masses are clinging to the "snobbery", and more and more people feel that this shopping mall has a poor service attitude.
The surrounding guests also noticed Fang Bai and his group and moved out of the way one after another. Some people exclaimed: "The management is coming!"
"This young man seems to be Fang Bai, right?"
"Besides Boss Xiaofang, who else is so imposing and handsome? He must have come back from Shanghai to celebrate the New Year!"
"I heard that there is a bigger business in Shanghai."
"Excluding the rumors, it is bigger than Wencheng. I heard tens of billions of dollars were invested in it."
The salesperson and customer who were arguing just now, as well as the surrounding people, fell silent instantly when they saw Fang Bai and others approaching.
Fang Bai has an outstanding temperament and is incompatible with the people around him. In addition, there are strong young people surrounding him. With him as the center, you can probably guess that he is Fang Bai.
However, most of the people have not seen him and are not sure.
Fang Bai approached the customer and apologized seriously: "Sister, I am Fang Bai, the chairman of Xinghai Group. I would like to sincerely apologize to you on behalf of the company. As for the poor service problem of this store, I will have it dealt with seriously. .
If this store does not improve its service attitude, then there is no need for this store to continue operating in Xinghai Plaza. "
Of course the salesman was at fault, but it was not a big problem. However, Fang Bai had to let the people around him lower their malicious evaluation of the mall to avoid having a bad impact.
If he were from the merchant's perspective, within a few days, the whole city of Wenzhou would be spreading rumors about the poor service attitude of Xinghai Plaza.
In later generations, this kind of public relations issue must be handled carefully.
If it is not handled well, a company may go bankrupt.
When the surrounding guests heard Fang Bai's words, some people realized that the young man in front of them was the legendary business tycoon and came to inspect it in person.
Looking at the many bodyguards and managers in suits and ties around, it seemed like it was real.
The female customer was also shocked when she saw Fang Bai with such a low posture.
The man in front of him was a big shot. He often told his son to learn from Fang Bai.
Now that she was apologizing to her, her original irritability instantly subsided a lot, and she forced out an awkward smile:
"No, it's okay. It's just a trivial matter. I don't care about it."
Fang Bai felt relieved when he saw that people were giving him face. He scanned the hundreds of people around him, thought for a while and said:
“Actually, for us, this is not a trivial matter, it directly affects everyone’s shopping experience.
Although the merchants in Xinghai Plaza are not our stores, they are our partners. If they cannot provide good service quality, it means we have not done a good job in management. "
When the people around him heard Fang Bai's words, they couldn't help but admire his sense of responsibility and fair attitude. At the same time, their evaluation of Xinghai Square rose to a higher level.
Suddenly, some people shouted: "Well said, this is a good shopping mall!"
"Yes, the service attitude of Xinghai Mall is very good. Who knew that the service attitude of newly added merchants is so bad, it will ruin the reputation of Xinghai Plaza."
The store manager originally stood on the side of his employees, but when he saw Fang Bai coming out to deal with the problem, and dealing with the problem from the customer's perspective, and clearly saying that their store would be dealt with seriously, he realized the seriousness of the problem and immediately went out to call the boss. Come here, today is the first day of opening. The boss is also here and is having dinner.
The female saleswoman who was arguing with the customer did not dare to refute at this time. Fang Bai stood up and spoke for the customer. She instantly turned pale, her lips were tightly closed, her breathing was rapid, and her eyes were full of anxiety. She might have been fired.
She still had some eyes. Fang Bai was the owner of Xinghai Plaza. Their boss, her relative and cousin, relied on the mall to earn a living.
For a moment, she was at a loss and stood aside waiting for processing.
"Let your boss come over. Starting from today, we will carry out service training for three days and prohibit business;
If a similar problem occurs again, it will be corrected within a month.
If that doesn't work, find another place to do business.
You, the salesperson, have made no big mistake. You need to strengthen your service awareness. You cannot be fired, and you cannot vent your anger on employees. "
After Fang Bai finished speaking, he asked Li Meng to handle the follow-up matters, and he left first to continue investigating other places.
His words shocked the store clerk and the crowd, and he was really taking it seriously.
If you can't do business for three days, the store owner will suffer a big loss.
When the saleswoman heard this kind of treatment, the boss would probably scold her, but Fang Bai spoke up for her and could not fire her.
The crowd saw Fang Bai asking the management to stay and deal with it before leaving, and applauded him to see him off.
After Li Meng saw Fang Bai leaving, he asked the other clerks: "Where is Mr. Chen, your boss?"
"Boss, please wait a moment. Our store manager has gone to call our boss." The deputy store manager saw Li Meng in a small suit and saw that she was young, but he did not dare to underestimate her.
There is an exquisite small sign on his chest "Vice President - Li Meng". This is the senior leader of Xinghai Plaza.
The management staff of Xinghai Plaza all wear suits and leather shoes, with work badges on their chests. As for ordinary employees, they are all dressed in the same uniform and are easy to recognize.
Li Meng is in charge of sales and business, and his position is deputy general manager;
Jingtian is also the deputy general manager. He previously served as store manager of supermarkets and electrical appliance stores.
Xinghai Plaza has opened, and the responsibilities of several of their top executives have to be redistributed. They not only have to manage Xinghai Plaza in Wencheng, but also Xinghai Plaza in Shanghai. It is very likely that each of them will directly manage a shopping mall.
A few minutes later, the clothing store owner Chen ran back wiping the sweat from his forehead, followed by the store manager.
On the way, Boss Chen probably knew what was going on.
Li Meng saw the slightly fat middle-aged man running back, told him the results of the treatment, and then asked him calmly: "Boss Chen, do you have any objections to the treatment?"
"Mr. Li, I have no objections, not at all. I will suspend business immediately and make rectifications." Boss Chen gritted his teeth and forced out a flattering smile.
When Fang Bai had made his position clear, how could he dare to raise objections?
Xinghai Plaza adopts a low-rent, high-share business model.
Although Xinghai Plaza took away a large part of the share, the huge flow of people allowed the business to still make a lot of money.
Being closed for three days will cause a lot of damage, but it's better than being kicked out of the mall.
He felt numb and cursed in his mind. Such unlucky thing happened to him on his first day.
He glared at the salesperson, who was his relative, and became even more angry. He glared angrily: "You haven't apologized to the customer yet, why are you standing there?"
The saleswoman finally apologized sincerely to the customer.
When Boss Chen saw that Li Meng was still not leaving, he glanced at the customer, gritted his teeth, tried his best to smile, and said to the customer: "Madam, on behalf of the business, I apologize to you. We will give you the clothes you just liked." You, I hope you can put aside the past grievances and give us a chance to correct our mistakes."
The female customer saw that the boss had a good attitude and did not dare to ask for his clothes. After all, she was still afraid of Fang Bai. She waved her hand and said, "Forget it, I don't care anymore" and then left.
Seeing that the customers were satisfied and the people around him were also satisfied, Li Meng sighed and said calmly to Boss Chen: "Boss Chen, I hope you will make serious rectifications and don't make it difficult for me when the time comes."
"Don't worry, Mr. Li, I understand. We will suspend business immediately for rectification." Boss Chen was smiling with a smile on his face, but he was also very bitter and bleeding inside. This was the Chinese New Year, and three days of business would be equivalent to a month in normal times.
After seeing the crowd disperse, Li Meng comforted him in a low voice: "I guess you are complaining, but this time, the impact is quite bad. Hundreds of people around are staring at it, which directly affects the reputation of the entire mall.
If we don't handle it this way, other merchants will probably scold you, saying that you have ruined the reputation of the mall and ruined their business. Would you like it if it were you? "
Boss Chen laughed and nodded in apology: "Yes, what Mr. Li said makes sense. We must jointly maintain this market."
Li Meng nodded, raised his lips slightly, and then left.
Boss Chen sighed after seeing Li Meng leave.
Turning around, he looked at his own store and asked the store manager to sign a "temporary suspension" and give him some training.
If this store makes money, Xinghai Group has other Xinghai Plazas, and he can continue to invest. Therefore, Xinghai Group is his financial backer. Fang Bai asked him to go east, but he did not dare to go west.
Of course, at his level, it is impossible to have a conversation with Fang Baiping. If Li Menggang can say a good word, that is already very good.
It didn't take long for the incident at Mi Lai's Clothing Store to spread quickly among other stores. The owners of these businesses had to pay attention to the quality of service and told the clerks to have a better service attitude and not to look down on customers who were looking down on them.
Fang Bai inspected for several hours and did not go back until he was tired, which made all the managers breathe a sigh of relief.
In the next two days, more and more customers learned that Fang Bai, the chairman of Xinghai Group, personally spoke out for customers and criticized the service quality of merchants. The store owner had to close the store for three days.
At the same time, they also learned that Fang Bai pointed out many service problems in Xinghai Plaza and asked the management staff to make rectifications.
However, Wencheng people already feel that the service quality of Xinghai Plaza is very good, and it needs to be improved!
Fang Bai's actions made the people of Wencheng feel that Xinghai Plaza has strict requirements on service quality, and people who have not been there are even more curious.
On one side is Xinghai Plaza with its ultimate service development, and on the other side is a state-owned shopping mall that sticks to the rules and has problems but is unwilling to improve. It is a matter of judgment. Customers certainly know how to choose.
I would rather go a little further and wait a little longer to spend money at Xinghai Square.
Two or three days after Fang Bai came back, powerful local people in Wencheng came to visit him, and he was not idle either.
As a boss, he hopes to be neighbors with Fang Bai's family and buys a villa to express friendship.
These bosses are also talented people. They spend the same money, but they can do more things, and they may even be able to make friends with Fang Bai and his family.
Therefore, in just three days, the number of Lanhua Yuan pre-sale units increased from the original ten units to thirty units.
There are still two days left before New Year's Eve, and Xinghai Square is becoming more and more lively. The average daily passenger flow has reached a terrifying 500,000 people, and traffic restrictions have to be adopted.
It can be said that people all over the city crowded towards Xinghai Square.
Some people go to Xinghai Square every day, since it’s a holiday and it’s fine.
In later generations, the average daily passenger flow exceeded 100,000 people, which was a very popular shopping mall. There were only a handful of shopping malls with a total passenger flow of 30 million people in 365 days a year.
However, these days, there is no competition in online shopping, and there are no large shopping malls in Wencheng. Wencheng Xinghai Plaza is the only one, so everyone crowds here.
All the boats in the city were used to ferry passengers, and the boatmen made a lot of money.
Fang Bai took the time to go to the villa area to take a look at his family's villa estate. It had only been under construction for a few months, and the construction company was building nearly a hundred villas at the same time. The progress was not fast. At present, only the basement and first-floor structures were completed.
Fangfu Manor covers an area of 20 acres and is mainly composed of two villas, one in new Chinese style and the other in modern and simple style.
Modern and simple, it has three floors above ground and two floors underground. The building covers an area of more than 700 square meters;
The new Chinese style has two floors above ground and one underground floor. The building covers an area of more than 400 square meters.
You can stay in whichever apartment you want. The place is big, but there may be many guests on weekdays.
There are also buildings and security booths where bodyguards and nannies live, as well as various attics.
Excluding the land cost, the main body and decoration costs, Fang Bai's budget is 100 million to build it into a thousand-year-old family home.
The decoration time is also very long. If you want to move in soon, you will have to wait two years, that is, in early 1996.
At that time, Fang Bai had graduated from his undergraduate degree and was about to marry Qin Shuyu. (End of chapter)