January 18th, 2008.
On this day, the Winter Games opened.
On this day, an inconspicuous Wan Jia website was officially launched.
The website's page was not exquisite and was very rough. It was hung under the page of Far Away Mall and was considered a sub-website of Far Away Mall.
Wan Jia was a relatively special website that only served the East China region for the time being.
In 2008, it was not that there were no supermarkets that launched online delivery services. However, Wan Jia had the widest coverage in the country. It had the most online products and was also the shopping website that appeared the most timely.
Serving the Wan family. These four simple words were the concept of Wan Jia's creation.
In addition to online orders, Wan Jia also had an option to place orders over the phone.
Wan Jia's consumer group was not only those young and middle-aged people who knew how to surf the Internet. The elderly could also call to place orders at any time.
Different from the brand management of Far Away Mall, Wan Jia currently provided more necessities of life services.
Rice, cooking oil, vegetables and fruits …
These were the main products of Wan Jia. As for other goods, they could be placed at Far Away Mall.
As long as there was a local Faraway Supermarket, as long as the supermarket was within five kilometers, they would deliver the goods to their doorstep for free. Regardless of the weather, the goods would arrive on the same day the order was placed.
On the day that Wan Jia was launched, some local satellite TV stations carried out a short promotion.
The promotion was not fierce, and even the advertisement was very simple. It ended with a simple sentence, "Wan Jia, a lifestyle website that serves the Wan family."
…
At 9 am sharp, Wan Jia was officially launched.
At 9: 01 am, the first call was made to the information processing department.
Li Dong, Yuan Chengdao, Shen Qian, Qin Hai, Sun Tao … A large group of executives were waiting in the information processing department.
When the phone rang, Chen Ke took the lead and pressed the hands-free button in front of the customer service staff.
"Hello, this is Wan Jia. What can I do for you?"
"Hello, is this a website that sells things?" On the other end of the phone, an old lady asked with slight uncertainty.
Chen Ke hurriedly said, "Yes, Auntie, what do you want to buy?"
"Well, you only collect money when the things are delivered to the door, right?" The old lady was not in a hurry to speak and asked again.
"Yes, we have goods first and payment later …"
"That's good. Little girl, let me tell you, this snow is too heavy. It's not convenient for us to walk, so we can't go out. I've finished all the food at home. I heard that you sell everything here. Can you tell me what you sell? "
Chen Ke looked back at Li Dong and the others with a wry smile. Li Dong said softly, "Give me a brief introduction."
Chen Ke nodded and said to the phone, "Auntie, we sell all kinds of daily necessities, including all kinds of vegetables, fresh fruits …"
"Then send me two bags of rice, a bucket of salad oil, two bags of salt …"
The old lady talked for a long time and asked about the price, the brand, and when it would be delivered.
By the time he wrote down the old lady's address, ten minutes had already passed.
At this time, the entire information processing department started to get busy.
Some answered the phone, some replied online, and the whole office was busy in an instant.
Chen Ke hung up the phone and handed the order to the customer service staff on the side. Then she walked over and said to Li Dong and the others with a wry smile, "General Manager Li, Boss Yuan, this is too time-consuming."
"It took more than ten minutes to make an order. This old lady is easy to talk to, and her speech is relatively clear. If she had a strong dialect, or those who are fussy and want to ask everything, I'm afraid it would take even half an hour. These uncles and aunties are idle, and maybe they are ready to chat with us. If this goes on, things will be delayed. "
After Chen Ke finished speaking, Shen Qian and the others nodded slightly.
This was indeed a problem. Unlike young people, these old people always felt a little guilty if they didn't see the real things.
Just now, the old lady asked several times whether the things on the Wan Jia Net were the same as those in the Faraway Supermarket. Were they all the same? Were they the best for her?
An order took more than ten minutes, and a customer service staff worked ten hours a day. Wouldn't one person be able to handle at most 60 orders a day?
According to the profit of 5 yuan per order, the customer service staff would take 1 yuan, the logistics would take 1 yuan, the other labor costs would be 1 yuan, and the operating costs would be 1 yuan. It would be good if the last order could make a profit of 1 yuan.
This was an ideal situation, and it might not make a profit.
It was time-consuming and laborious, but the profit was not big, or even zero.
This model suddenly made many people frown.
Compared with the Far Away Mall's direct online order, the Wan Jia Net had an additional customer service program and a transit program, which increased the cost by at least 10%.
No wonder this model didn't work in other supermarkets. It didn't make money, and it was time-consuming and laborious. Who would be willing to do this kind of thing?
After Chen Ke finished speaking, Yuan Chengdao frowned and said, "General Manager Li, this is indeed a problem.
In this way, it will also divert the supermarket's business. In fact, it is equivalent to us paying more for the operating expenses of the Wan Jia Net.
This cost is not low. Our information processing department here is only a small part. In fact, we have a total of 500 customer service staff this time.
The salary of these customer service staff alone is more than one million a month. The website operation, logistics operation, the labor costs of several major departments, and the possibility of expanding in the future …
All in all, we will have an additional investment of at least tens of millions a month.
In fact, these customers are our customers. Even if we don't start this business, they will still come to the supermarket to shop.
Therefore, I think the Wan Jia Net can only be operated as a temporary emergency platform.
When the snow is over, we can cancel the Wan Jia Net.
We can save tens of millions a month, and in a year, it will be hundreds of millions.
Far Away Mall can indeed survive, but I don't think it is necessary. "
After Yuan Chengdao finished speaking, Sun Tao thought for a while and said, "Although I don't completely agree with what Manager Yuan said, it is not without reason.
At present, there are countless supermarket chains in the country and abroad, but why is no one doing this?
It is not that everyone has not thought of it, but this road is indeed very difficult.
The consumer group of supermarkets is originally different from the consumer group of shopping malls. At this time, we are changing the consumer habits of users, and it is really difficult to do.
It may be feasible to let a group of middle-aged and elderly people who do not know how to shop online to shop online.
When the snow is over, will these people still choose to shop online?
Online shopping is about speed, time saving, and convenience. This is the biggest magic weapon of online shopping.
But for these middle-aged and elderly people, they do not need to be too fast, and they are not short of time. Usually, when they have nothing to do, they will come to the supermarket for a walk. This is also one of their lifestyles.
I don't think it is realistic to rashly change their lifestyles now.
When the snow is over, the business of the Wan Jia Net will definitely plummet, and by then, our expenses will become a loss. General Manager Li, we have to consider this. "
Yuan Chengdao and Sun Tao both objected. Qin Hai thought for a while and said, "We can't just consider from the perspective of profit. The Wan Jia Net also has its advantages.
First, expand our influence and increase our diversification.
Second, enhance our teamwork ability.
This time, the Wan Jia Net will be launched. Our supermarket, logistics, and e-commerce departments will cooperate to make the integration of the group a reality.
In the past, each of our departments did their own things.
We are said to be one company, but in fact, we do not interfere with each other. This has its advantages and disadvantages.
Third, expand the scale of the enterprise.
With the Wan Jia Net, our logistics team and customer service team will grow … "
No one had any objections to the first two points, but when he said the third point, Yuan Chengdao frowned and said, "CEO Qin, the expansion of the group is our goal, but it is not the only goal.
Expansion does not mean blind expansion!
Yes, after the Wan Jia Net is launched, the logistics team needs to increase by at least a few thousand people, and the customer service team needs to increase by at least a few thousand people.
Far away, the Wan Jia Net may support tens of thousands of people once it is launched.
However, supporting tens of thousands of people is not our goal. Those large factories can easily employ tens of thousands of people, but what does a large number of people mean?
If it is just for the large number of people, we might as well not launch the sorting system. In this way, the logistics company can add thousands of people.
At present, the focus of the enterprise is efficiency and profit.
I do not see these two points on the Wan Jia Net. In the end, the Wan Jia Net may become our burden. "
"CEO Yuan …"
The few of them had different opinions, and it was very noisy.
Seeing that there were already employees looking over, Li Dong frowned and interrupted, "Let's stop for a while. What's there to argue about?"
"I have heard everyone's opinions, but the Wan Jia Net has just launched today. Whether it is good or bad, we can't see anything on the first day.
Let's operate it for a period of time, and then we can see the pros and cons.
As for whether it will be closed or continued after the heavy snow, we will see when the time comes.
At least for now, the Wan Jia Net is very necessary.
This is an opportunity to expand our influence and reputation Far away!
Can other supermarkets do it? Do they dare to do it?
Far away is the only one who dares!
As for losses, we will not, at least not for a period of time.
Small profits but quick turnover. As long as there are a lot of orders every day, we will not lose money.
When we really lose money, we can discuss it again. "
The few of them hurriedly nodded. This was right.
Whether the Wan Jia Net could continue to operate or not, they still had to wait and see.
Even if they were to cancel it afterward, they would not lose money. Not to mention other things, just the launch of the Wan Jia Net to serve the public at this time of crisis was a great opportunity to harvest reputation.
Many enterprises always talked about social responsibility.
What was social responsibility?
It did not mean that donating a few million yuan was social responsibility. It also did not mean that not making money and operating at a loss was social responsibility.
When the snowstorm was about to descend, Yuanfang launched the more convenient Wan Jia Net. This was a manifestation of social responsibility.
The general public might not understand this, but they could feel this feeling.
Far away stood on the moral high ground once the Wan Jia Net was launched.
At this time, perhaps even the government would look at Far away in a different light. As for making money or not, it was a small matter.
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