The biggest industry monopoly that has emerged in recent years is Ali and many express delivery companies jointly invested in the establishment of Cainiao Station, which was established on May 28, 2013, and its market audience is mainly massive network buyers in the community and campus, looking at the business opportunities and benefits of terminal delivery, and the slogan is "serving the last kilometer".
Soon, Cainiao invaded large and medium-sized cities at an explosive speed, and thousands, or even tens of thousands of tiny stations, appeared, constituting the delivery end of the Cainiao Empire, and then "free home delivery", "self-service pickup", "fast delivery", "on-demand service" and other ancillary services were gradually launched.
Everything looks so beautiful, but what about the actual situation, behind the thick chain of interests, who is the beneficiary?
Rapid expansion: The Rookie Empire meets a godsend
Compared with many express cabinets that have gradually begun to announce charges, Cainiao Station advertises "permanent free", so generous that rookie stations like Comrade Lei Feng, is it really a free service? Is there such a brazen new era merchant in the world?
At present, the average daily express delivery in the country has exceeded 200 million pieces, and more than 6 billion times a month, and the number of days is bound to be accompanied by daily profits. According to the Ali financial report available on the Internet, the number of parcels handled by Cainiao Station in 2021 doubled by more than 100% year-on-year, ushering in a new round of explosive growth. Under the free, there are many vampire-like terminal stations, which achieve income through delivery, delivery and group purchase commissions, and the monthly income of almost the scale is above five figures. Most of these small ends exist in the form of supermarkets, convenience stores or convenience stores.
Cainiao for the courier company is open, no matter whose parcel express, as long as you want to put it in the station, assist other such as consignment sales, group purchase, retail, recycling and other businesses, is actually a comprehensive retail basic unit, to protect employment as the slogan, Cainiao launched a targeted employment support plan, but also greatly reduced the threshold for joining, according to statistics, the number of people applying for birds in the country has exceeded 1 million people, so that most of the stores are new citizens who join the city, unemployed and waiting for work in the society of low-income people, These people's demand for profits often exceeds the cultivation of their own quality and professional ethics.
Source of profit: how rookies shed wool
Who in the world will do a business without costs, especially these poor and white new citizens who have just stepped into the city, as well as those who can't find a job and are waiting to be fed at home, for these people, a free and loss-making business is unacceptable, not the original intention of the industry giants, serving the public and enhancing the experience is just a scare gimmick. Bloodlust is their nature. Where is the profit part hidden, merchants, express delivery and finally consumers, all kinds of links to get. In addition to the division of each link, the final bleeding point is, of course, the consumer.
The income of cainiao station is closely related to the flow of residents in the area, and a good location can have an income of hundreds of thousands or even hundreds of thousands of dollars every year. The focus of making money, of course, is a courier item, which is the same as the fengchao, express delivery and other express cabinets, the courier from the branch to transport the package, storage rookie is to pay, the charging standard is about a few cents per order. The monthly basic fee for this, the normal operation of the station, is around 5,000 yuan. In general, the amount of mailing accounts for about one-tenth of the total number of receipts, and if it is calculated according to the five yuan of a single piece, it will reach about 5,000 yuan a month. Merge the above item, simply send and receive pieces have 10,000 yuan into the account, the profit is not cheap.
Such stations, mostly with supermarkets, vegetable shops, convenience, agency and so on, when the operation of the small station is relatively mature, many nearby express delivery companies will take the initiative to sign a contract, that is, to put his home express delivery unified into the rookie, equivalent to rookie disguised to join the business flow of the courier company, the courier liberated the last link of delivery, metamorphosis into a porter from the branch office to the station, and the rookie station profits from it, wishful thinking, everyone cooperates with the joy and harmony. This piece of franchise cooperation, express delivery companies naturally also have to pay fees, plus some of the auxiliary industries of Cainiao itself, the income can be imagined, it can be said that the potential is huge.
Dimensionality Reduction Services: What Consumers Enjoy from Rookie
Phenomenon 1: From smiling service to cold self-sufficiency - "After receiving money but passing on the work, the station is getting lazier and lazier"
Many stations from the peak time of sending and receiving mail, gradually launched the "self-service pickup" service, a scanning and retrieving machine, the station owners easily play their own "Jiangnan beauty", customers line up to complete the whole process from pickup to shipment, customers find goods for a few minutes, the station makes it easier to make money.
What did the station owner say? There are too many express deliveries every day, the workload is large, and with the self-service express pick-up machine, customers can pick up their own pieces with the pickup code, "the efficiency has improved a lot." It's a bit of a feeling since eating the "lid in the lid", but the efficiency has increased a lot, whose efficiency has been improved? Does it improve the efficiency of merchants making money?
What about consumer performance? The staff does not verify the connection between the picker and the express mail at all, and who is responsible for fraudulent collection, mistaking and losing the piece? And who will recover these mistakes? New things for the elderly is a tribulation, self-service machines are very unfriendly to the elderly, the news network said that the elderly can not be deprived of the right to participate in life, but what is the reality?
The original home delivery of the courier, was sent to the courier point, the original staff responsible for finding, out of the warehouse express work transferred to the customer, is intelligent change of life, or intelligent training laziness. Merchants say that customers do not have to queue, but also a false proposition, after providing self-service pickup, often several people crowded in front of a shelf to rummage, crowded and chaotic, the experience is extremely poor.
Phenomenon two: door-to-door delivery is an empty promise - "can't do it and write it out, the promise has been eaten by the dog"
On the shopping platform, after many goods arrive at the rookie station, the delivery will have a "door-to-door" option, don't think that this is a very intimate operation, in fact, it is just another "gimmick" that the merchant uses to package itself. When you search for a station, you find that its service is very thoughtful, you can receive, send, and send to your door. And when you try to click on the appointment, usually after a day or two, there will be a station owner to call, saying that there is no service in the store, if you further question, then say that it is not open now or there are not enough people, either continue to wait, or come to pick it up yourself.
In fact, what is the situation, the rookie station customer service will not help you to do more things, he will only be very active return visit, very serious explanation, "said that now the rookie station is not responsible for delivery, only provide temporary storage for self-pickup." His other food and clothing parent, Tmall, will insist that Cainiao can provide delivery services and tell you that if you need to set up a choice not to temporarily store the station, you can help modify it. Of course, the sincerity of these two companies has no effect on the unscrupulous rookie station owner.
Moreover, patient negotiation with local outlets is also completely unfeasible, and those who can operate rookies in outlets are generally low-level merchants with low quality, with rude and arrogant attitudes, and whether they love to take packages or not, which has nothing to do with him, because his interests have entered the pocket as early as the time of receiving packages.
In the face of this situation, there is only one sentence, consumers are not lambs to be slaughtered, they should protect their rights, and only by being tough can they win their rights and interests.
Phenomenon Three: The Alliance of The Lazy in the Express Delivery Industry - "Violating National Laws and Regulations, But Being Ignored"
No matter what kind of express delivery, as a courier company that undertakes delivery, national laws and industry regulations are clear that customers freely choose the way of delivery, if not in accordance with the requirements, it is both a violation of the contract and a violation of laws and regulations.
I don't know if anyone has noticed that the "Interim Regulations on Express Delivery" issued in 2018 stipulate that in the case that the recipient does not actively choose to store the rookie station, the courier needs to deliver to the door; if the rookie station is stored, it must call the recipient for consent.
But actually? The rookie station that should have been freely selected by the user was regarded as the "default" mandatory option by the courier, and even specially noted "home delivery" on the courier bill, which actually had no effect and was still thrown to the rookie station. The great attraction of cainiao station is that on the one hand, the courier is exempt from running errands and delivering, it is willing to pay a part of the profit, on the other hand, it is helpful to increase the income of the rookie station, and it is also willing to pay this part of the labor.
And consumers in these merchants in the loop, passive acceptance of the body of the various "convenience", originally can be at home and other pieces, into their own downstairs to run to the shop to pick up, but also in the face of the bad attitude of the station owner and low-quality service, the telegraph courier is treated indifferently, there are some packages without notice, need to repeatedly verify and confirm the search, this is the current situation of many consumers today. For the customer's package, the courier has no right to do this, and who will restrain them from doing so.
According to the reply of the courier company, Cainiao Station belongs to the third-party cooperation, and when the courier chooses to send the courier to the Cainiao Station, he must ask the customer's opinion in advance, otherwise even if it is falsely received, the customer cannot be identified as actually receiving the package. For such problems, the complaint is valid and the company will punish the courier accordingly.
Cainiao's explanation is that if the customer refuses to use the service of Cainiao Station, he can set up or contact Cainiao customer service in Alibaba's Taobao software to cancel the option of Cainiao Station collection. Cainiao Station will not be able to print out the code for the limited mobile phone number. But in fact, the courier will still throw the package to the rookie, and then find more trouble, but also depends on the boss's face to find a single number for you.
Industry pride: Why does the station say that it can't go on
To make it die, to make it mad.
The violent growth of the rookie station, in addition to the low quality of the staff and the lack of supervision, hygiene and fire hazards, etc., there are also many hidden worries behind its operation. Obviously it is the sincere service of "serving the last kilometer", obviously it is a high profit of hundreds of thousands of yuan, but the owners of the station are bitter for days, the rotation of the franchise site is frequently withdrawn, and there is money that does not want to earn? Or counting money to the point of being soft? What is the reason for the arrogance?
The most essential basis for the existence of Cainiao is to help couriers reduce delivery time and make it convenient for people to get their own couriers. From the theoretical exposition of capital, it can be seen that all businessmen have the nature of pursuing profits, and if there is 100% profit, it dares to take the risk of K people. So who smashed the cake in the hands of the rookie operator?
The basic operating philosophy and interest points of Rookie have been mentioned above, which are all the survival supports as community stations. And the cost is also a reality that has to be faced, a rookie station, often encounter the nightmare of bursting receipts to be overwhelmed, especially the shopping peaks such as various double eleven, when the storage capacity is cramped and the shortage of labor becomes a top priority. Generally speaking, such a station, which will employ at least one employee, plus the monthly utility rent fee, is less attractive than the seemingly large income. Here, if you also count the anxiety and anger brought about by dealing with various situations, I am afraid that it is enough to make the owner live for a few years. With just a passion for blood, how long can we persist for the owners who support their families?
Another point is often ignored by simple and rude rookies, whether it is a courier company or a rookie company, or even a variety of auxiliary industry operations, its existence is based on a good user experience of consumers. Companies sacrificed very little interests, they threw this most troublesome link to Cainiao, reducing the number of complaints and direct conflicts, and compared with the company, Cainiao Station undertook the link of facing consumers, and endured greater assessment and pressure than other links in logistics. They often only see profits, do not know the importance of service, quarrels, complaints, and loss of customers are reasonable. In the end, these negative impressions will be fed back to the upper companies, and everyone will not be able to get benefits.
As a result, the decline in service, bad attitude, late arrival and early departure, safety hazards, various problems will be exposed. Expect consumers' understanding and understanding, and for these, cainiao company is unregulated, all by self-consciousness will become ignorant, and will eventually accelerate its own demise. Of course, in the era of oligarchs in this industry, the rookies that cannot be replaced for the time being still have a few years of living space. The rookie without service quality is the "real rookie" of the business model, and a "pill" is given to the rookie and wishes for a good future.
Oh, and we can also call 12305 and teach them how to serve, how to behave.
Note: 12305 is a special service number for consumer complaints in the postal industry. According to the Measures for the Handling of Consumer Complaints in the Postal Industry, consumers should first complain to the postal operators about the quality of service in the postal industry. If the enterprise is not satisfied with the results of the enterprise's handling or does not respond within the prescribed time limit, it can file a complaint with the local postal administration or the state post bureau through the "12305" special service telephone. Online appeals are also available.
Original works, copyright belongs to the headline number "Stone Lion's Jiao'ao Notes", welcome to pay attention.
The relevant graphic materials of the article are from Internet public resources.