Although it is still winter, major brands have already started to wear spring clothes one after another. GW's theme for this spring is "Spring", and each store has set aside a special place to display the new season's clothes, on the one hand, with the theme of the New Year, and on the other hand, the new season is full of spring, attracting many customers with different needs.

Many of GW's regular customers are coming for their new styles, because the fabrics are comfortable, the workmanship is exquisite, and at the same time, they keep up with the trend, and the new season's clothes even have to be grabbed.

Lin Keer was calling RITA to report the sales of the new model in the past week, and RITA was very satisfied after listening to it, and praised Lin Keer for doing a very good job this time. Lin Keer hung up the phone and dialed another number, "You can start acting." ”

……

In the GW flagship store in the heart of the city, a customer is holding a new season's staple dress and complaining, "What is the quality of your dress? Look at it, I've only been wearing it for a day, and the hem is hooked! I'm wearing it to a wedding, it's a shame!"

"I'm sorry for the unpleasant experience, our clothes can be returned and exchanged within a week, do you need to change a new one or choose another style?" The clerk patiently explained to the customer, although this kind of customer will encounter several within a year, many of which are caused by their own improper maintenance after purchase, but the new season's clothes rarely have problems in such a short time.

While discussing with the customer, two more angry customers arrived. They also complained with the same dresses, "Your store is a big bully! How many years have I bought clothes here, how can I say that I am also your VIP customer, I always buy the clothes of the new season for the first time, not only do not discount, but also queue up to buy in limited quantities, and as a result, you use such clothes to fool us?" "Yes, don't think that you have a group of loyal customers and start to act recklessly, we customers also have the right to choose, you will lose a large number of customers in this way!"

The noise attracted some people to stop and watch the excitement, the clerk saw that the situation was not right, and quickly called the manager who was eating. But these people didn't seem to care at all, and continued to scold loudly, vent their emotions, scare away all the customers who were looking at the clothes in the store, and let many people come to see the excitement and hype up their own experience.

Although the store manager is experienced, he has never encountered anything like this here at GW. She quickly called the sales department of GW and told her what happened. The sales department fed back the situation to Lin Keer for the first time, and Lin Keer, as the chief designer of this season, is also equivalent to one of the heads of GW Jiangnan Company.

In the event of a more serious group complaint, the company's rules and regulations have clearly stipulated how to deal with it, according to the process, Lin Keer should immediately set up a special response team, do his best to appease customers, and say hello to the relevant media as soon as possible, control the development of things at the minimum cost, and do not expand the matter.

But Lin Keer didn't do this, on the one hand, she told the store manager to try her to appease, and on the other hand, she told other leaders of the company that this was just a deliberate disturbance by the customer, and if it was really compensated, it would be tantamount to admitting that GW's new season's clothes were problematic, which would be very detrimental to the next sales, and everyone should know the truth, this is just a damage caused by improper maintenance by individual customers.

After hearing this, the company's leaders also felt that there was some truth, after all, GW's clothes have never had serious quality problems, and they all believe in Taihe, and they will never be shoddy. Therefore, after the discussion of several key leaders, it was determined that this was an incident of bad behavior and deliberate smearing GW, and they decided to only return these customers without any compensation. customer

After hearing about the company's handling plan, customers came to the flagship store every day to complain, and new customers continued to join their team, and finally the store could not operate normally. A few customers who took the lead also called a few local media to come over to report, and many customers in other regions also asked for returns after reading the news, and the matter became bigger and bigger.

……

After seeing the news, Jiacheng confirmed that the defective dress was made by Taihe, and he couldn't help but feel nervous, could it be that this was made by the invisible commercial spy? It seems that RITA's previous speculation was correct. Jiacheng walked quickly to the technical department, and took out all the information and process sheets about this dress to see, Zhou Yan also saw the news, she was already starting to check, what shocked her was that the clothes that had an accident were the ones that Fang He felt was wrong before, and took the process sheet to the technical department to check! That day, she, Fang He and Xiao Qi had all carefully checked and found no problems at all.

It wasn't until she got the sample and cut the hem that Zhou Yan found the problem, she called Fang He again, took the process sheet of the day to check, and then turned out the most original information, and found that there was an extremely slight change on the process list of the bulk goods, and if the hem was not disassembled, the problem could not be found at all!

No wonder the three of them checked it for a long time that day and didn't find a problem, because the process sheet and clothes checked that day had been changed, and of course nothing could be found!

……

In the evening, at a lakeside restaurant, Kevin and Kell Lin raised a glass in celebration. "Ke'er, your plan this time is really perfect, haha, now GW's image has fallen to the bottom. ”

"Kevin, what are we going to do next?" Lin Ke'er took a sip of red wine.

"The next step is to point the finger at Taihe, and then Wang Zhen will take over, haha. Kevin couldn't be more proud of his plan.

"Then what did you promise me?" Lin Keer felt that once Taihe was found, then he would soon be exposed, and he had to leave GW early.

"Rest assured, you'll be the design manager of R&N. Kevin smiled slightly.

……

AFTER RITA LEARNED THE SERIOUSNESS OF THE SITUATION, SHE IMMEDIATELY RUSHED FROM SHANGHAI TO JIANGNAN, AND IN ACCORDANCE WITH THE EMERGENCY HANDLING MECHANISM, SHE SET UP AN EMERGENCY RESPONSE TEAM AND PERSONALLY SERVED AS THE TEAM LEADER. The key now is to remove all the clothes in question from the cabinet, recall those that have been sold, and compensate customers accordingly.

As long as they relent, they will sign a confidentiality agreement, and if they make trouble afterwards, they will be held legally responsible. These customers originally received the benefits, and the clothes they bought did have problems, so they were so excited, and now GW is willing to compensate, and they are happy to receive the benefits at both ends.

After negotiations, they both signed a settlement agreement and a non-disclosure agreement, and the customer's affairs here finally came to an end. But the impact of this incident on GW is immeasurable, the stock alone has fallen for several days, the market value has directly evaporated hundreds of millions, and GW's reputation has changed from an industry leader representing "quality and fashion" to an industry clown with quality problems.

After dealing with the troublesome customers, the headquarters asked for a thorough investigation of the quality incident, since the matter was in Jiangnan, then all the people in Jiangnan Company must be investigated, and Lin Keer, as the chief designer of this season, is also within the scope of the investigation.

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