Seeing that the compliance rate of the service quality table was so low that it was unsightly, the cadres at the management site even replied to me: "We will go out to deliver the package that arrived in the morning, so it has been delivered almost before noon. Hearing such an irresponsible answer, I immediately swore: "Are you lying with your eyes open? At present, the results shown in the table clearly tell us that the non-delivery rate of next-day delivery is still in the double-digit stage. Later, the staff explained: "Daiwa Transportation always visits us at the delivery place every other day, but it often happens that we have to bring the package back and deliver it the next day just after the guests go out. 」
After hearing the employee's explanation, I suddenly realized. After all, if the problem is that the guests are not at home and can't be sent out, you can't blame the employees. At that time, I discussed with the staff at the scene: If so, maybe we should change the algorithm of non-delivery rate and finally end the hot scene of the day with this conclusion.
From that day on, I went to sleep every day, even at night, I always thought about it. After several days of reflection, I finally understood a truth.
Looking at this matter from the standpoint of Daiwa transportation personnel, we will think that we delivered the package all the way to the door, and the guests were not at home, which led to our inability to deliver the goods, so everything was the fault of the guests. However, is this really the case? Listening to the guest's voice, it seems that it is not as hateful as the employees think. Because the guests didn't go out all day, it was just the time for them to go shopping nearby. They only went home for half an hour and stayed at home all day. So from the point of view of the guests, you will think that ZJS deliberately chose them to send them when they went out. Is ZJS inexplicable? . At first glance, the rhetoric of both sides seems to make sense.
Thinking of this, I suddenly realized that the theory and position of the supplier who provides services to the guests and the served users are mostly opposite. However, in this case, suppliers usually judge things blindly from their own standpoint, in other words, they think they are right. Therefore, if suppliers only want to provide self-centered services, this kind of thinking and attitude will probably make people feel very outrageous!
We often see in restaurants that guests get angry on the spot because of the bad attitude of the service staff. Perhaps the owners of these restaurants will say, "The employees have received strict training in how to receive guests. But in fact, for example, colleagues talked too much and didn't find that the guests had raised their hands to ask for service for a long time. This is probably the real drama that is staged every day.
So I take the problem of guests going out to work out countermeasures very seriously. After all, the guests who want to receive the goods can't be at home all the time. Moreover, many families have to go out to work, and no one is waiting for goods at home. We have investigated several large commercial sites, where about 40% families are not at home during the day.
On the other hand, the countermeasures I want to draw up now are not aimed at what guests should do when they go out, but how to deliver goods at home from another angle. I think it is an obligation to call home when guests are at home. If the delivery takes place in the morning when the guests are out, then we should deliver the goods again in the afternoon; If no one answers the door when delivering the goods in the afternoon, we will have to wait until the evening. Even if the whole family goes out to work, they should get home around 7 pm. Therefore, ZJS should even be delivered at night.
ZJS's initial strategy was to complete the collection and distribution operation around 6 pm, but in order to meet the actual situation, we extended the operation time to 8 pm (now 9 pm). Since we adjusted the door-to-door delivery strategy, the service quality has improved obviously.
Before the distribution of goods, the business protagonist was the business manager of each branch. The business manager must have a very good relationship with the shipper's freight director in order to sign the distribution contract smoothly; Once you have this delivery contract, you can guarantee to get the invoice every day. In order to establish a good relationship with each other, sometimes they will be invited to dinner, or they will be invited to play golf together. As long as they don't neglect underground work to stabilize their friendship, they can guarantee a stable income.
After the business supervisor receives the delivery instructions from the owner, the driver will set out for the owner's factory or warehouse to find the delivery person in charge to pick up the goods. The daily workflow is fixed, and there is nothing special to consider or hesitate.
However, this set can not be used in the door-to-door market at all. After all, the owner is an unspecified majority of housewives, and the daily delivery destination is completely different, not to mention that it is impossible to know any delivery information in advance.
I thought about it again and again, but there is no other way to get the delivery news except connecting the antenna to the driver standing in the front. Therefore, from the beginning of ZJS, Yamato Transportation clearly defined the operation system of the whole business as: taking the front-line driver as the protagonist to attract business and complete the operation, and changed the previous name of freight "driver" to "business driver (SD)".
At the beginning of the establishment of ZJS, I was often asked: What is the difference between ZJS and post office parcels? If we look at these basic tasks, such as collection and distribution, and classify and distribute parcels according to their destinations, then there is definitely no difference between family help and post office parcels. However, Daiwa transportation employees who handle door-to-door delivery clearly understand the purpose of their work and bear the responsibility of completing the mission. I am convinced that this is the biggest difference between home delivery and post office parcels.
For example, employees who receive goods in Aomori know very well that the goods they are sorting out will be sent to Sendai, Tokyo or Osaka before tomorrow. Therefore, when they receive the goods, they will rack their brains to think about when the goods in front of them must be collected. They are very clear about when they must put these goods on the truck to Sendai, Tokyo or Osaka. They must think while working. They know very well that they are not only responsible for the immediate division of labor, so they don't think they just need to complete the collection. They will carry out the collection operation with a sense of responsibility, which is related to whether the packages they collect now can be safely delivered to customers' homes tomorrow. Like a team in a relay race. Every member will try his best to win the team. This result will lead to the difference in service between home delivery and post office parcel.
At each job site, SD*** who carries out centralized distribution projects will form a centralized distribution team for operation. Each group has a team leader who is responsible for the deployment of work content. Each SD will take a map of its own area, and indicate the route order when assembling, the dangerous areas that should be paid special attention to, or which shippers have designated time, etc., and they will formulate their own operation flow. Where ZJS's collection point is also determined and signed by SD itself, and even the development of new customers is also the responsibility of SD.
Yamato Transportation is very famous for the partnership concept advocated by Professor sophia university, Jiro Xintian, so he decided to adopt the concept of total management and build a brand-new personnel system. Therefore, at the beginning of its establishment, Jiabang introduced the "all-staff operation" system as the basis, with both personnel and labor management.
"Total staff management" means that when all employees are holding the same goal and moving towards the same goal, every employee will actively think about what to do and what to practice in order to achieve the goal; In other words, it relies on the independent behavior of employees to achieve business goals. Although the previous management mode will also give employees clear goals, the difference is that this is not the company's command or instruction on how employees should move forward, but the premise for employees to take responsibility for their work.
Professor Oda said, "Many companies have adopted partnership management, among which there are many successful cases. It is easy for the Japanese to understand this business model, which is also suitable for the Japanese. In fact, after practice, I found that this model can make employees feel the meaning and value of work and realize the ideal of making employees happy.
There are many gentle and kind people in the home help SD, who are often praised by guests. All employees receive the same training and study, but I think the reason for this reputation is that the corporate culture of Yamato Transportation has penetrated into the hearts of employees, that is, "put yourself in the position of customers who receive services and judge and practice what you should do".
Business drivers are like chefs in sushi houses. I repeatedly said to the business driver (SD) of Daiwa Transportation: "As a sushi chef in a sushi restaurant, I hope you can take care of yourself. 」
When we enter the sushi restaurant, the first decision we have to make is whether to sit at the bar or have a table. As long as you choose the Songzhumei set meal as a seat on the dining table, the contents and prices of the set meal on the menu are clearly marked, and you are not afraid of accidents when you check out. But if you choose to sit in front of the bar, you can freely chat with sushi chefs and let them make special sushi with their favorite ingredients that are not necessarily on the menu; On the other hand, if you choose to sit in front of the bar, you must be mentally prepared, because sitting here will definitely cost more than sitting at a table. But after all, we don't go to sushi restaurants every day, so there should be many people who want to sit in front of the bar and eat as much as they want.
The chef in the sushi house will go to the river to batch fish every morning, and then start sorting out the fish today. When the guests come to the door, the chef will explain to the guests what special delicious ingredients are available today, and then order. Then I continued to gossip with my guests to win them over. Business conversations will continue to be interspersed between meals, telling guests what fish is in season now and recommending guests to eat one meal after another. If the guests are full, they will be advised to have a thin roll of perilla plums with a refreshing taste, so that they can spend more. Finally, when you hear the guest asking you to pay the bill, you will tell the guest the amount of money spent today. The chefs in these fashionable sushi restaurants are all agile and skilled, and guests will definitely want to come again!
In the commodity circulation period before the establishment of ZJS, Yamato transportation was like the food street of department stores in the catering industry. Some people sell meal coupons, order meals, cook Japanese food, cook western food, cook Chinese food, deliver food, and clean up the environment in the food court. The whole food street is operated by division of labor.
At the beginning of ZJS, I announced to you: "We are no longer a food street in a department store, but we will soon become a sushi house. Then he said to the commercial drivers, "I hope you will treat your as a sushi chef in the future. In other words, looking for packages, writing delivery orders, delivering goods, logging in to the computer, collecting money, answering guests' questions, etc., must be handled by SD alone.
No matter what kind of guests you meet, you should handle them yourself, which is the most basic condition of SD. But at first, the company's original freight drivers turned down these new jobs.
I entered the transportation work of Daiwa because I like driving. Computer input is the job of female staff. You'd better find someone else to be smart about collecting money! If the money you receive is missing, should you pay for it yourself? I won't do such a thankless thing!
I'm not happy to hear the driver say that.
So many talents in SD have to adopt newcomers who have just entered the company. The clerk who used to work in the store is very suitable for this job. On the other hand, in principle, if we have been freight drivers of other peers, we will not accept it. Because these people usually don't want to do work other than driving, they basically don't know much about the concept of full-time management. In this regard, the clerk has to take orders, order, deliver goods and collect money? Of course, they are proficient in all kinds of martial arts, so everyone readily accepts what they are asked to do without the second sentence.
However, at the beginning, the old drivers of Daiwa Transportation were reluctant to do door-to-door delivery business at first, but when they delivered the goods, they heard the polite thanks from the guests, and everyone felt very moved. Because no one has ever said thank you when delivering goods before. So when these drivers are very surprised, they are also grateful, and then they become more and more enthusiastic about their work.
After employees really do SD work, they gradually get used to work other than driving. And what they used to do was a series of work divisions. Now they are taking care of the whole project from beginning to end. They all feel that passing the test seems more challenging and valuable. Later, everyone found that although the job was arduous and hard, it was more fulfilling and valuable.
The catering industry also has various formats. Even in the food court, railway station or airport, there are restaurants, beef brisket chains, Japanese food, barbecue shops and fast food chains? Each format will have its own unique appearance. Among them, I think ZJS and sushi restaurant have the biggest thing in common.
In sushi restaurants, equipment is of course very important. The design of creating a good dining atmosphere is also a necessary condition. But the most important thing is the personality characteristics of the clerk, that is, the chef who makes sushi. I think the most important thing is to win the trust of the guests with a sincere attitude, rather than flattering them. Of course, the premise is the knowledge of fish and the skill of pinching sushi, and it must be professional enough.
Of course, a home-help SD must first have excellent driving skills, but it is also very troublesome if it can only drive. Japan's national geography, which will be used at work, must also be kept in mind. However, the most important condition is a sincere attitude of putting yourself in the guest's shoes.
In a sushi restaurant, the boss and the clerk are only supporting roles, and the most important star in the store must be the owner. On the other hand, the business director or team leader is only a supporting role, and the most important protagonist must be SD. Because I think SD is very important in domestic help, I will compare it with the chef in sushi house.
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This article is taken from "Business Science Delivers Home: Business DNA of the Father of ZJS, Masao Kokura" and "Service precedes Benefit".
Business science is delivered to the door: the business DNA of Mr. Masao Kokura, the father of housekeeping, "Service precedes interests". Masao Kokura
Publishing House: Baoding Publishing House
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