143, the wisdom of the Xu pigeon

As the saying goes, the collapse of a fortress is often due to internal causes.

Shen Xiaofu cosmetics company, is a business empire that has risen in a few months, online sales have become his advantage, offline experience has also become his characteristics, often rapid expansion will bring potential dangers, the beauty industry is even more so, although the second and third tier cities, the franchise of the experience store, after strict screening, the management personnel are also very well equipped, but most of the practitioners are in the traditional beauty industry, transferred to the company.

For a long time in the beauty industry, there is an unavoidable drawback, that is, practitioners peddle their own brands to customers, these small brands may have nothing, but in the human body, because everyone's skin is very different, it is very sensitive to some cosmetics, and the regular brands sold online have generally undergone human experiments? All these regular brands will indicate which types of skin are not suitable for this brand, so when applying these brands of cosmetics, generally experienced technicians will pay attention to it.

But those brands that have not undergone rigorous human testing have no scope of application, for which skin, what type of person can use it? There is no extensive test at all, but generally these brands give operators a relatively high rebate, those who are greedy for profit, will be mixed with some such three-no products among many big brands, and the harm is obvious.

The experience stores in these second- and third-tier cities that have just been joined, although the managers have also carried out comprehensive training, after the assessment of how many passes, but the training of practitioners in the specific operation is not so strict, especially some institutions that used to do beauty business, after the assessment of management personnel and simple training for employees, they have obtained the qualification of franchise stores, and they will operate in the name of the company.

Although the name of the beauty institution has been changed to the company's franchise experience store, but the old bottle of new wine, those original scruples have not been overcome, employees with food promotion still often happen, in the company's management regulations, such things will be found to deal with together, so as not to expand the situation, affect the company's reputation.

However, all inspections are time-limited, and once the business hours are long, where can these managers not relax? In fact, according to the regulations, all the company's franchise experience stores, can only sell products sold on the platform, open and transparent, but no matter how strict the management, it is impossible to put all the hands to the nerve endings, and the front-line personnel will do a little greasy, which will not let you easily catch.

In addition, these beauty institutions are profit-making institutions after all, and any company's franchise experience store is to make a profit, and the cooperative investors basically focus on profits, and link these effect measures with the performance of each front-line technician, and it is inevitable that these front-line technicians use low-cost small brands to raise their performance, not to mention that the rebates of these small brands are several times higher than those well-known brands.

Among them, there is a franchise store in Chengdu, this experience store has a long history of doing beauty, the reason why it can become a franchise experience store, is because this institution has a good reputation in the local area, when the upper echelons of the company are inspected, some details are ignored, the original cosmetics of this store are still in stock, these stocks are mixed with small brands have not been eliminated, and the first-line beauty technicians still use these cosmetics to make beauty and body care for customers as before.

In fact, these small brands also have adaptation to the crowd, if these small brands are used in these people who can adapt, you will not be able to perceive, but there is a middle-aged aunt about 50 years old, who was invited by her daughter to do beauty for the first time, is greedy for the small bargain in front of her, and agreed that the technician will use a small brand to help him do beauty, and the effect is still good after doing it, but I didn't expect that a few hours after going home, there was an allergic reaction all over her face, who knew that this aunt turned out to be a special allergic constitution, In addition to the eczema on the surface, its respiratory system also produced an allergic reaction, although it was not life-threatening after rescue, but because of a beauty almost lost her life, so that this aunt, who is in menopause, is desperate to push the Shen Xiaofu cosmetics company where the franchise experience store is located to the court.

As the saying goes, people are afraid of being famous, pigs are afraid of being strong, Shen Xiaofu Cosmetics Company, is implementing a major business plan, news media and news about the company on the Internet abound, and an action plan is being vigorously promoted, encountering such a major new wen related to human life, which has dealt a heavy blow to the company's performance, not only causing an uproar in Chengdu, because the daughter of this middle-aged aunt, that is, the person who paid for her mother to do beauty, is a news reporter herself, He put the original story on the Internet, for a while, the media and the network that reprinted the news were endless, forming a strong effect of hedging with positive news publicity, coupled with some foreign brand agencies, buying the media, hiring water army, on the news media and online platforms, all-round encirclement and suppression, for a time Shen Xiaofu cosmetics company became the target of public criticism, encountered the company's rise in a few months since the biggest crisis.

This crisis is a major crisis that can cut off the company, Deng Chun, who presided over the work, was very sensitive to this matter, and when he had not yet formed a public opinion advantage on the Internet, he had already made a report to Shen Xiaofu about this matter, Shen Xiaofu felt that Deng Chun had attached great importance to this matter, and dealt with it very decisively and timely, so he did not go to his heart, in addition to delisting the franchise experience team, in publicity and public opinion, especially on the Internet, he did not take precautions, but he did not expect this matter to be like a snowball, rolling bigger and bigger, The more noisy it is, the more fierce it is, it has affected the company's sales performance on the online platform, and the experience stores in various places have also encountered Waterloo, and Deng Chun really feels a little powerless at this time.

Deng Chun came to find Shen Xiaofu, and it happened that Shen Xiaofu was not in the office that day, only Xu Gezi was reading in the office, and Deng Chun told Xu Gezi about this matter as it was.

Xu Gezi calmly asked Deng Chun, "Mr. Deng, have you taken any measures to deal with this matter?" ”

Deng Chun replied, "Regarding the party, we have communicated with her, as the daughter of the party, the news reporter is okay, very reasonable, our head office specially sent someone to condole, and the compensation is also in place, but the aunt of the party does not agree, I hope we also give him a healthy face, and cause him to put his life in danger, this matter is grasped, and the person sent to communicate was scolded by him." ”

Xu Gezi smiled and said, "Mr. Deng, when it comes to business management, you may be better than me, when it comes to dealing with these crises, your response is also timely enough, the head office came forward, this level can not be higher, but the problem is still not solved, is the stalemate between the two sides like this?" ”

Deng Chun shook his head, "This matter is really too sensitive, what the head office should do has been done, and the amount of compensation is already very large, let me think of other ways, I really don't have any tricks at all, Miss Xu, is there any good way?" ”

Xu Gezi said solemnly, "Even if you come forward directly in this matter, he will not accept your approach, the matter has come to this point, even if Mr. Shen personally goes back to his hometown and visits this aunt in the form of a Sichuan girl, it is estimated that it will not work." Since it is an allergic reaction caused by cosmetics to him, then the small brand used should be tested, and the aunt's skin should be tested to find out the allergens, and then find out the special drugs, or take measures to restore the aunt's face, and suggest what kind of beauty he will do in the future, what kind of products to use, fundamentally prevent the danger from happening next time, whether it is in our place, or in any beauty institution, Auntie's life is the most important, and this attitude he takes for granted, but you are prescribing the wrong medicine, you think that you can use money to solve these things, in fact, this aunt insisted, it may not be because of the problem of money, always around the compensation in the elaboration, but not from her point of view, to solve the problem that she will no longer be allergic in the future. I think that's the crux of the matter, and it's also a turning point in our handling of this crisis. ”

Deng Chun asked puzzledly, "She has an extremely arrogant attitude towards the people from the company, and we are not allowed to continue negotiations with her at all, how can we get in touch with her?" That's the problem. ”

Xu Gezi looked at Deng Chun, and then said with confidence, "Mr. Deng, you are now a fan of the authorities, have you forgotten our own advantages?" Have you forgotten about your own strengths? Guangyu Group is engaged in traditional Chinese medicine research, didn't Liu Qianqian say that they have been doing public relations on skin recently? I remember when the two of us were chatting, he specifically said that the problem of skin allergies, we are guarding such an advantageous resource, why not use it? Our negotiators go to negotiate agreements with others, do not talk to others to solve allergies and other problems, and equate human life with compensation, do you say that people will be willing to deal with us? I think if we ask some experts to consult her, this aunt will not refuse, and on that basis, we will develop a plan to help her get rid of the allergen, so that this danger will never exist, guess what she thinks? ”

Deng Chun suddenly realized, "Miss Xu, you are really a person who wakes up from a dream, I will contact Mr. Liu, organize a group of experts to consult her, and then formulate a set of allergen removal plans for her." ”

After finishing speaking, Deng Chunxing was about to go out in a hurry, and was called back by Xu Gezi.

Xu Gezi said to Deng Chun, "Mr. Deng, you did this to calm a crisis, but did not turn the crisis into an opportunity, think about how we can turn this crisis into an opportunity in our favor?" ”

Deng Chun immediately fell into deep thought, but still shook his head after a long time.

Xu Gezi saw that Deng Chun didn't understand what he meant, so he didn't rush to tell him about it, but said to him with a smile, "Mr. Deng, you will give Zuo Linlin to do this matter, we women always have to be careful in doing things, and the other party is also two women, isn't there such a sentence?" Why should a woman be embarrassed by a woman? Maybe we women come forward to solve this matter, and when you know how we solve this matter, and can win you a positive public opinion, at that time you think about it, many things can not be discussed on the matter, and the person who deals with the matter needs to think about it from a different angle, not only to solve their fundamental problems, but also to save them enough face, and everything will be solved. ”

What Xu Gezi said, Deng Chun completely understood, what he didn't understand was that now the two sides have persisted to this point, even if they help the mother and daughter and solve the fundamental problem, how can they turn the conflict into a jade silk? Let them transform from a negative case into a convincing case, how can they win the perfect end of this PR war? He still said to Xu Gezi, "What did Miss Xu do?" Do you still need to keep it a secret from me? ”

Xu Gezi looked at him with an ignorant look, knowing how difficult it was for a strong iron man to take a soft approach. "Look at your performance, even if I say that you may not be able to do it, let me explain this matter to Zuo Lingling, we women can still understand women, some things, big men like you can't do our kind of in-depth and meticulous, and they can't understand women's carefulness, this may be the reason why we women are more likely to succeed in doing things, but when you do it, you will understand it at once."

Deng Chun looked at Xu Gezi with a mysterious look, and he couldn't ask any more deeply, so he had to go to Zuo Linlin with a puzzled face.

Looking at the back of Deng Chun walking out of the office, Xu Gezi thoughtfully thought of a question, how did a person like Deng Cun, who has a lot of wonderful ideas in sales, see such a crisis? It's a mess, maybe it's because men and women have different ways of thinking, especially people like Xu Gezi, who often have to think about problems from different angles, and when they encounter such a complex situation, it's easier to empathize, so they know everything about what women think in their hearts, not to mention that Xu Gezi is an outsider in this matter, this identity may make it easier for her to sort out these messy things, and grasp the essence of things at once, the most important thing is to capture a woman's heart.

Xu Gezi also thought of another point, because he is a college student and has not fully integrated into the ups and downs of the business world, it is easier to start with feelings to solve disputes between each other, rather than dealing with this problem according to the business behavior model, so that his methods are more flexible and heavier, so he can move people's hearts more.

Xu Gezi is very sure of the way he wants to go, first of all, because he knows that the middle-aged aunt wants respect, what he wants is the importance of life, and money is not the most important thing for him, so from the respect for human life and respect for people to solve the problem, the middle-aged aunt will definitely give the other party a lot of space, and it is impossible to expand the problem like this, the two sides can't hold on, because at this point, everyone wants to solve this problem thoroughly, and the best way to solve the problem is both sides, Shake hands and make peace, and jointly pass this crisis safely, as an individual itself is a vulnerable group, in the face of such a huge business empire, can solve the problem smoothly, why not?

In fact, in addition to the above key issue, the mother and daughter may think the most about the face problem, since in public opinion, on the Internet have taken the lead, of course, there are also people taking advantage of the fire robbery, with their pain to hit Shen Xiaofu cosmetics company, in order to fight the purpose of the new rise of business competitors, in public opinion bias towards them is a habit of biasing towards the weak, because this bias can create a lot of unexpected effects for competitors, but also can make this negative mian news expand, hit opponents, Give up a share of the market. The mother and daughter themselves are not competitors, but victims, so they stand in a completely vulnerable group to protect themselves a means, there is a saying, the enemy is easy to solve is not easy to knot, there is a sentence called to be forgiving and forgiving, when the head office did everything possible to give the mother and daughter enough face, this problem is of course very easy to solve, not to mention that in the process of solving the key problem of their allergic skin to be cured, why not?

The result of the public opinion war and the network war is a lose-lose situation, those competitors hype up this problem, but also in the pain of the mother and daughter, in fact, this is a bit of a sense of taking advantage of the danger of others, now that there is a solution to the problem, and to the mother and daughter to save enough face, to do things openly and transparently, so that the mother and daughter not only relieved the pain, but also become a positive public relations model, this is a happy ending, although not conducive to competitors, but for the two sides of the victim is already the best way.

Xu Gezi after very careful thinking, has completely a solution to the problem, every detail has been carefully considered, whether it is from the perspective of the company, or from the perspective of the victim, the solution process of the matter must be more touching, will let everyone in the process of solving the problem, slowly form an understanding, and finally benefit a beautiful plan, now wait for Zuo Linlin to come, tell him all, and emphasize that in the process of doing things, we must adhere to openness and transparency, Adapt to the meaning of the mother and daughter, do good things better, and do practical things more practically