Qianjiang Evening News hourly news reporter Zhu Yinling
"You place an order, I'll figure it out."
Customers were seen shouting in the group: "Children have not eaten fresh vegetables and meat for several days." Fang Xufan, the manager of hema Xixi Tianjie store, gritted his teeth and decided to increase the distribution force and ensure the needs of consumers as much as possible.
During the Spring Festival, affected by the epidemic, the number of online shopping orders for Hema Fresh increased sharply, and the distribution capacity was insufficient. How else can it be increased? Take the supervisors and fight in person.
The supervisor was the starting errand, and the private car turned into a van
At 12:00 noon on January 31, Fang Xufan called the team together with a serious face, and after a short discussion, they decided to carry out additional community distribution to the three neighborhoods that are more concentrated nearby.
Near the Hema Xixi Tianjie store, it is divided into three communities and three online communities have been established, with Xixi Chengyuan, Xixi Butterfly Garden and Vanke Xilu as distribution points. Among them, there are more than 400 residents in the Xilu community alone.
However, the manpower and material resources of hema are not enough.
"We discussed with the team and got enough people out of other departments." As a result, the catering, aquatic products, security supervisors, 7 and 8 supervisors became sorting, packaging, and delivery workers. Users who did not make a successful appointment in Hema on the first day can fill out the form in the group to make an appointment, and Fang Xufan will summarize them before 11:00 p.m. on the same day, collect and count them, and then deliver them by the supervisors the next day.
Since the supervisors come from different businesses and are not familiar with all the products, finding the goods has become a second difficulty. "We have a mature system for online orders, but this can only rely on everyone to find one by one, pure hand." Fang Xufan said that usually 8 or 9 people pick goods at the same time, and at most a dozen orders are picked in 40 minutes. Coupled with packaging and distribution, it takes at least two hours for one community and 6 hours for three communities.
During the special period, I couldn't find any other means of transportation, "My colleague contributed his own car and became a truck." "Get on the bus to disinfect, get off the car to disinfect, the distribution supervisors are wearing masks, gloves, for the customers also prepared disinfectant, gloves, the protection that should be thought of, they have done."
Fang Xufan will always remember the envious and grateful eyes of the people around him when he first delivered it. "Thank you for the hard work." "Take care of yourself, too." Every word of the customers, Fang Xufan listened, felt sweet. "There are also customers who will contact me individually just to say thank you individually."
For more than ten consecutive days without rest, it was a comfortable smile
In addition, Fang Xufan also has to do live broadcasting.
The round bald head, the relaxed tone, and the live broadcast of Fang Xufan have become the must-see "programs" in the community every day. He wore a mask and looked across the screen to introduce goods to consumers who couldn't go out. "I'll make a video and tell everyone not to panic, everything is there. They will also want to see if I have any recommendations and what I eat myself. ”
Coming and going, customers have more trust in Fang Xufan and Hema. "What does this feel like, a friend?" And very much like a loved one. ”
For example, some time ago there was a rumor about Hema, half an hour of kung fu, the community exploded, everyone said that they had to wait for Fang Xufan's response, they believed what he said. "There is too much bad news these days, customers will panic, and although our ability is limited, we must tear open a small hole to give everyone some hope and warmth."
Fang Xufan often said to the "box powder" in the community, "I have a family, my employees are also my family, everyone is a small family, I am responsible." And to make distant relatives closer, to make close neighbors closer, is our original intention. ”
From Chinese New Year's Eve to today, Fang Xufan has been working for more than ten consecutive days, working 14 hours a day. Behind the hema guarantee that "it must be open, can not increase prices, and ensure the supply of goods", we can't see the efforts of Fang Xufan and his colleagues.
For example, due to the high demand, the amount of replenishment work has multiplied several times. Every day when the door closes at the end of business, the cleaning and security guards of Hema and the chefs of Seafood Island all join the replenishment team. "Otherwise, the next day everyone will see empty shelves and panic."
Tired, Fang Xufan was very proud.
"When I first started doing this, I asked the staff if they felt we were doing something that we were doing? They all say yes, and when every customer cares that you have to take care of yourself, we feel valuable. In the service industry, not all customers respect the efforts of the staff, and we have it. ”