A small mistake in the takeaway of meals actually triggered a fierce defense of the rights of the delivery staff. "Smash my job and kill me!" He complained emotionally. In the face of emergencies, many parties responded quickly, saying that they would verify the situation and safeguard their due rights and interests.
On April 9, Master Li (pseudonym), a delivery man in Beijing, received a takeaway order for yellow braised chicken from Chery 4S store, which needed to be delivered to the store. Chef Li quickly picked up the food and rode to the scheduled delivery address. But when he called the client, he didn't answer. Chef Li then placed the meal in front of the 4S store, took a photo and saved it, and clicked "Delivered" to complete the order.
The next day, Master Li suddenly received a notice from the platform that the order was given a bad review by the customer. According to the regulations, this led to Master Li's account level being directly lowered from "King's Peak" to "Bronze", and the number of orders received immediately decreased. Chef Li realized that it was because of a problem with yesterday's food delivery, but the specific reason is unknown.
On April 11, Chef Li specially came to the front of the Chery 4S store where the food was delivered yesterday, hoping to find the customer himself to verify the situation. He also wrote the complaint slogan "Chery 4S store ordered, let me put it in front of the door, but in the end it was badly reviewed" on the delivery box. However, the staff of the 4S store said that they did not know about the matter, and Master Li's request was denied.
The next day, when Master Li went live on the platform, he found that his food delivery account had been banned by the Ele.me platform. The platform's customer service asked him to delete the posted video, and after being refused, he was banned from his account. Master Li broke down emotionally at this time, and shouted in front of the store, "Smash my job and kill me".
Many parties responded quickly and positively, saying that they would carefully verify. The Ele.me platform recorded the situation and gave feedback to a special person to deal with it, and Chery said that it would understand the situation from the dealer and give feedback to deal with it. This shows that all parties attach great importance to the rights and interests of delivery workers and actively solve the problem.
At the same time, the delivery staff also admitted that there was indeed a mistake in the wrong place of food delivery at that time, and expressed understanding and cooperation. This rational and restrained attitude is worthy of recognition.
The platform assessment system needs to be further improved to care for the rights and interests of delivery workers
It is necessary to establish a gradual punishment mechanism to avoid excessive punishment caused by a single mistake. It is necessary to leave room for appeals and give them a chance to be rehabilitated. It is necessary to pay attention to the mental health of delivery workers and give timely help and support. It is necessary to optimize the way of customer evaluation and avoid subjective and malicious evaluation.
It is necessary to strengthen training and education to improve the professional service quality of food delivery workers. It is necessary to build a multi-party communication platform and coordinate and solve problems in a timely manner. Only by allowing delivery workers to work with peace of mind can the quality of service be guaranteed.
Form a reasonable and humanized assessment mechanism.
Evaluations should be comprehensive and transparent, rather than simply based on performance. It is necessary to pay attention to process management and not "kill with a stick". Business metrics should be balanced with employee feelings. The assessment should be objective and fair, and arbitrary deduction of points should be prevented. Be clear about the rules that restrain customers from maliciously giving bad reviews. Only by achieving scientific and rational assessment can the rights and interests of employees be safeguarded.
Let us work together to improve the regulatory mechanism and make the rights and responsibilities of all parties clearer. Platforms should strengthen rules and restraints to put an end to practices that harm the rights and interests of delivery workers. Merchants should fulfill the main responsibility of customer service and put an end to shirking responsibility. The government should strengthen supervision and guidance to maintain a fair and orderly market.
Customers should understand the hard work of the delivery staff and provide fair evaluations. Delivery workers should also continuously improve their service quality and enhance their professional skills. Only when all parties work together to build a new ecology of harmonious development of food delivery services, can the rights and interests of food delivery workers be truly safeguarded.