Churchill once said: "Do you have enemies? That's great, it means you have been persistent for something in your life."
The representative of the eccentric youth, Bingping, mentioned a story in his new book "Emotional Cost", which is a boss who sells online. The main product of the product is household goods. In order not to stock up on stocking up, it will cause business costs and debts in stock space. The business model is to wait for the customer to place an order and then ask the partner manufacturers to help package and send it. Since the quality of the products we cooperated with is good and the prices are competitive, we have accumulated a lot of loyal customers and have quite good online reviews.
However, after the online auction business has been in a long time, it is difficult to encounter customers who are dissatisfied with the products. Once a hot-selling temperature bottle was sold in the market, the same way, the partner manufacturer will send the products to the customers.
This is a customer who came to this store to spend money for the first time, but after the customer received the product, he was furious directly on the message board. And quickly leave a negative review that everyone can see and ask for a return.
"You are very bad. You dare to sell this product. Be careful I will go and warn you!" It turned out that the product package received by this customer was stained with some oil stain. It should be that the manufacturer accidentally let the product touch the oil stain next to it when shipping. Although it is not serious, it does not affect the use of the temperature bottle itself.
But the boss thought to myself, "If I were a customer, I would be a little unhappy. Although this customer's complaints and courtesy are a bit nitpicking, it is a bit unreasonable to directly comment on the negative, but it is not entirely unreasonable. However, my manufacturer should really complain a lot, which made me less business and more negative reviews."
Be kind to be more generous and customers are preferred?The customer is always right. Doing business is to value customer satisfaction. So the boss did not say anything, and immediately showed his high sincerity, apologized to the buyer, admitted his mistakes, and accepted the buyer's return request. But, do you think that's the story?
No, the buyer was still not satisfied. He thought, "For no reason, this is not a problem of return, but your waste of time!"
So, the website's return mechanism was originally intended to receive the refunded product before the refund was refunded, but in order to express his sincerity, the boss said to the buyer with the fastest efficiency: "Hello, this is our negligence. I'm sorry. The payment has been returned to your designated account first. Please send the product out and return it if you have time. But, don't worry, thank you."
What's scary is that this buyer seems to know that he has the upper hand and has a higher attitude: "Since it is your negligence, why should I help you return it? I put it in the management room under my house, and you can get it yourself!" The problem came. The buyer's residence is different from the boss, and it is impossible to get it yourself. The time and transportation costs alone have exceeded the cost of the product. What should I do?
In order to be able to calm down this only negative review, the good man had to say to the end: "Hello, buyer, I have returned the payment to you, and the product does not need to be returned to me. Please keep it for trial. If you think it is good, please help us modify it to a correct review. Thank you."
The boss's EQ and attitude are almost indecisive. Guess what this customer thinks? He actually said, "I am not such a person. I will not take advantage of others. I will give it to me quickly within three days."
Yes, this guest felt that he was righteous and kind, and did not take advantage of others. What he wanted was not a small advantage, but an unreasonable person, and wanted to gain a higher level of superiority that others reasoned and had reasonable.
There are two kinds of bad tourists, one is greedy, physical, and the other is blackmailing invisible, emotional demands. The first type can be done with money, and the second type is to get cheaper and sell well, which makes people feel more happy to cause trouble and enjoy their own advantages, and to use the emotional cost of extorting others as their own assets.
If you meet someone like this, excessive kindness may cause you to be in vain and be indifferent. It is better to stick to the principle of return on the market at the beginning. Even if you have negative comments, just accept him!
Do you have enemies? Very good, that means you have some supportSome people just dig deep into soft soil and choose to eat soft persimmons. The softer they are, they will seek indefinitely, regardless of whether they are tangible materials or intangible emotions, and are busy with good people. In fact, they are damaging themselves and not being a good person who is a helping person. Although no one loves "being criticized" or "negative review", remember that when a person is not being criticized or negative reviewed at all, it means that the person usually has no principles and beliefs.
Whether it is a guest or a friend, it is not necessary for us to treat everyone well. Don’t accept everyone well. When you treat everyone well, you are wasting your time and emotions.
This article is excerpted from "Emotional Cost"
Author: Jianping
Publishing House: Times Publishing
● Author Introduction: Jianping
Representative of young people in the slim world, a company responsible person, a university staff member, and a specialist writer.
Take observation as a hobby, write as a practice, don’t like standard answers, and like putting your brain in different places to think about problems. The literary style is humorous and interesting, and you can always find amazing and wonderful views from simple stories that are available at your fingertips!