The contemporary version of "penny wise and pound foolish" is staged again, which requires more than verbal criticism.

Recently, Manager Li, the sales manager of Dongfeng Honda's Dongyuan Store in Bozhou, Anhui Province, received a customer renewal deposit, which caused a strong response from the society.

I'll sort out the story for you briefly. Mr. Bian, the owner of the car, did not want to continue to buy insurance in the store, so he negotiated with the store to return the renewal deposit 1 1,000 yuan, but the negotiation failed. So Mr. Bian went to the media to complain. In the process of communication with the store, Li, the store sales manager, said that he could not get a refund, and said that he did not know that the Ministry of Commerce had regulations prohibiting the collection of relevant funds, and his attitude was tough during the communication. After many parties' coordination, the incident ended with a refund from the store and an apology to the owner, Mr. Bian, and the sales manager Li was dismissed by the store.

In fact, this matter could have been "killed" in the cradle. When Mr. Bian proposed to refund the renewal deposit, if Mr. Li's team could negotiate amicably and even make some flexibility or concessions, Mr. Bian would not be forced to seek media protection. This is the 1 th time that it missed the opportunity to solve the problem.

When the media contacted Manager Li in the live broadcast and clearly indicated her identity and purpose, Manager Li didn't realize that her next handling methods and ways would lead the whole incident to an extremely unfavorable direction. When the live media clearly informed that the collection of "renewal deposit" had violated the relevant regulations of the Ministry of Commerce, Manager Li shirked on the grounds of ignorance, changed the subject, questioned the media qualification, and the incident escalated further. Manager Li missed the second chance to solve the problem.

When the whole incident continued to ferment in public opinion, manager Li not only didn't realize the seriousness of the matter and the consequences it would bring, it was the third and last time that he lost the opportunity to solve the problem. In the end, after negotiation, Mr. Bian not only got a refund, but also issued an apology statement and dismissed Manager Li, which can be said to be a satisfactory solution.

Although the whole incident has been satisfactorily resolved, Ms. Li, the sales manager, as a party to the incident, has undoubtedly become the most painful party. The development of the whole incident, from the initial refund of 1000 yuan, evolved into a personal criticism of her by the whole society, and finally not only lost her reputation but also lost her job. Of course, we are not saying that this crime can be exempted, but considering that she lost her job in such a bad living environment because of the epidemic this year, it is a heavy loss for Ms. Li. In today's environment where many enterprises are closed down and laid off, unemployment is a very serious survival event. We should also be a little tolerant of Ms. Li. Feeding people is the most respected virtue of China people. I hope she can learn a lesson and improve her professional quality, and as bystanders, we should stop the whole incident. This is the attitude that the media and the Internet should have.

As for the handling of 4S stores, it is still quite worthy of recognition. First of all, the store admitted the mistake in time and terminated the behavior, returned the deposit of the owner, Mr. Bian, and sincerely apologized to him. Secondly, give the most severe punishment to the improper words and deeds of the sales manager and apologize to the media. Third, conduct a thorough investigation and rectification of yourself in time, prevent such problems from happening again, and give customers the best feedback with practical actions.

The store manager also said that the screening and training of employees will be strengthened in the future to improve the quality of employees and provide better services to users. Resolutely put an end to such things from happening again.

At this point, the whole incident ended with the user getting back the deposit, and the 4S shop seriously dealt with the employees involved and apologized. But in retrospect, if Manager Li had improved his professional quality earlier, wouldn't all this have happened?

This article comes from car home, the author of the car manufacturer, and does not represent car home's position.