Confessions of a Salesman

Chapter 337
Li Xiaocun said dissatisfiedly: "We are in class now, Mr. Chen, please respect us and sit in the back."

I was already angry, but when he heard this, I didn’t get angry at all. Looking at the two big characters of quality on the blackboard, I said to him: "Are you talking about quality control? Let me ask you, now the product If there is a problem with the quality, what should I do in the first place?"

Li Xiaocun said domineeringly: "Naturally, it is based on the steps of quality treatment. The first step is to declare the product quality accident form and hand it over to the quality inspection department to check whether it is a product quality problem?"

I then asked, "And then?"

Li Xiaocun replied impatiently: "If the product does have quality problems, then fill out the quality complaint form and send it to the production department."

I snorted and said, "Then what next?"

Li Xiaocun had lost his patience, and said: "Mr. Chen, if there is anything you don't understand, you can ask your assistant to take a copy of the handling method for quality accidents, which is very detailed."

I asked, "How long does it take to go through these procedures?"

Li Xiaocun thought for a while and said: "It depends on the size of the quality accident. It is difficult for me to give you the time."

I snorted and said, "It's hard for you to answer me. How do colleagues in the sales department answer customers? Do you know how much the incident will escalate after such a long time?

In 2004, a large pharmaceutical company, a new antibiotic they developed was sold out within a week of being on the market, but just because an antibiotic was not properly stored in a remote area, causing one death and not being dealt with in time, the media raged According to reports, the research results that cost hundreds of millions were wasted, and this large pharmaceutical company announced its bankruptcy two months later.It was discovered many years later that the death of that person had nothing to do with the antibiotic.

In 2006, a certain foreign company’s beverage, because someone drank it, felt unwell and had vomiting and diarrhea. After people drank it, they were poisoned and died. The company was sued in court and disappeared from the Chinese market.

What I said is not alarmist talk, but the bloody facts before my eyes.

Let me tell you, what is the first thing to do after a quality accident occurs?Immediately look up the production list of the batch to see how many products flow out, hold a quality accident seminar, detect whether it is a product problem as soon as possible, if it is, quickly recall the product, solve the product quality problem, and similar incidents will not happen again. "

Li Xiaocun stopped talking, and Mr. Chen stood up behind him and said, "A Fei, don't get excited. Mr. Li has no other intentions. He is rather old-fashioned, and he follows the procedures for everything he likes. Our procedures are not formulated twice a day." God's thing, it's been done this way all the time, and there's nothing wrong with it, you don't have to make a fuss over a molehill."

I said bluntly: "Quality accidents, no matter how big or small, must be paid attention to. Quality accidents should not be dealt with immediately, but follow some shit procedure. After you finish the procedure, this accident has long been publicized by competitors. Once opened, it got out of hand, and the brand established for many years was dragged down all at once."

Mr. Chen said a little unhappy: "Understood, I will deal with it. It's not that we don't pay attention to quality accidents. It's just that everything should follow the procedures. There are no rules without rules. Otherwise, if you have a quality accident today, he will come tomorrow." Quality accidents, if you don’t follow the procedures, isn’t this messed up?”

I retorted: "It should be done according to the procedure, but why don't you all sit together immediately, discuss it, and then come up with a solution, which will come faster, so many departments are here, how good it is to directly think about the solution! "

Mr. Chen grumbled and said, "I know, don't worry about quality and production."

I said: "I don't have to worry about it, but I must give me a clear answer within today. Is it a problem with our product? Can it be solved? If there is another quality accident like this, what should I do? Who is responsible?"

Mr. Chen said impatiently: "I know, I know, I will be responsible!"

After I finished listening, I walked out of the training center.

Back in the office, Mai Liang said worriedly: "Mr. Chen, I'm afraid you can't do things like this in electrical appliances. Unlike small appliances, there are only a few people here. There are tens of thousands of salesmen across the country. There are countless quality complaints every day. If If it’s a quality accident, just hold a meeting, so the several departments don’t have to do anything?”

I was stupid all of a sudden, yes, I was too impulsive, and I ignored that the sales team here is so huge, and it is not ruled out that there are customers who deliberately make things difficult for sales.

I asked: "Then let me ask you, is the quality incident that you, a dignified sales general manager, dealt with is a major or minor matter? Is it a trivial matter that a whole batch of goods has quality problems? Will it happen often?"

Mai Liang replied: "That's right, it's the first time I have encountered this kind of quality accident. The previous ones were all from their technical after-sales service department. This time, the customer appointed me to go there."

I hummed and said, "Did those machines come back?"

Mai Liang said: "It's still being recycled. The first one with a problem, I brought it back myself, and it's in the quality inspection department now."

I nodded and said, "You carried it back by yourself? Thank you for your hard work. Let's go and have a look."

Mai Liang said a little ashamedly: "I don't need to do this kind of thing."

When I went to the quality inspection department, I was stopped directly, saying that I was not allowed to enter the quality inspection department without Mr. Chen's approval.

I immediately picked up the phone and called Mr. Chen, but he didn't answer.

I said loudly, "I'm not even qualified to go in?"

The staff of the quality inspection department, with an expression of "who are you?", didn't even bother to answer.

Seeing this situation, Mai Liang made a timely rescue and said, "This is the new vice president of our company."

The staff didn't take it seriously, and the same sentence: "No one is allowed to enter without Mr. Chen's instructions."

I asked, "Isn't President Dong okay too?"

The staff froze for a moment and said, "Of course Mr. Dong can, you and I don't know."

I took out my mobile phone again, and called Dong Zong directly in front of him, saying: "Dong Zong, what departments does our company have, can I come in and out by the way? You didn't tell me before. "

Dong Zong said at the other end: "Who is this who made you angry again?"

I replied: "Hey, I just want to ask, I am a dignified vice president, I want to go to the quality inspection room, but the door won't let me in, what's the reason? Do you have to give me a Shangfang sword? You can carry it around."

Dong Zong smiled and said: "This is my negligence, and I didn't officially notify the whole company. I originally wanted to wait until the monthly meeting, so I called Xiao Li immediately and sent a document to inform the whole company. Is this the head office? "

I hummed and said, "I only care about sales, and I don't want to cross the line, but I always have the right to know, right? I need to know about everything related to product sales. Please forgive me, Mr. Dong."

Dong Zong heard the meaning, and immediately said: "Don't worry, you just have to do it boldly, and I will fully support your work here!"

I said loudly: "Then thank you, President Dong."

The loudness of the mobile phone's external amplifier is also good, because Mr. Chen is already standing next to me, and I just listen to him.

Mr. Chen hurried over because he received a notice from the Quality Inspection Department. He was afraid that I would make a big fuss, so he hurried over. He saw that I was calling Mr. Dong, and just heard this passage. He said with an ugly face, "Look, I won't No, they don't know who you are, so they stopped you, and if you talk about your trivial matter, call Dong Zong and just tell me."

I said angrily: "Mr. Chen, you didn't answer your phone call. I have no choice but to call Mr. Dong."

Mr. Chen explained: "Ah, you also know, am I training? No, I rushed over as soon as I heard the news."

Then he said sternly to the staff: "This is the company's newly appointed sales director, so you stop it. Why are you so rigid? You can't be more flexible."

I smiled and said, "I told you, they don't know if they don't believe it, or because I didn't have your order. My supervisor doesn't have enough power, so I won't let me in. I thought there were some commercial secrets in it?"

Mr. Chen also laughed and said, "What? Why can't you go to the company now? You can come into Mr. Dong's office casually, I don't even dare, I have to make an appointment!"

Followed by two people laughing with their own ghosts.

When I entered the quality inspection department, I saw the recycled machine, and I asked, "Is this the machine with quality problems? Did you find any problems?"

No one answered me, Mr. Chen asked again, and only then did someone answer: "It has been checked, it is a temperature sensor in the equipment that is faulty, and we have removed it."

Mr. Chen nodded in satisfaction and said, "The efficiency is still very fast, very good."

I looked at Mr. Chen in amazement and said, "Very good? Why wasn't it detected when it left the factory?"

Mr. Chen looked at me unhappily and said, "Such a simple question, why do you need to ask it? It must have failed during transportation or use, and there was no problem when it left the factory."

I grumbled and said, "Then it means that this sensor is unstable? There will be problems during transportation and use, so you have to ask the purchasing department to trace back what is going on with this sensor? How many more are there? If sensors are used on machines, if they are not stopped in time, will more machines have similar problems?"

The people in the quality inspection department hurriedly said: "Yes, yes, we must conduct a thorough investigation immediately, otherwise there will be endless troubles."

Mr. Chen had a sullen face, and he didn't know whether to say to me or to the person in the quality inspection department: "You can teach me this!" After speaking, he walked out of the quality inspection department.

Instead of following him, I went back to my office.Mai Liang followed me and asked, "Why didn't you follow me to investigate?"

I replied: "What is the investigation? What is our purpose? You have to figure it out. It is to minimize the company's losses and not let the situation worsen. Once you know the reason and how to control it, that's it. It's not our concern."

(End of this chapter)