Chapter 126
Facing the tumultuous crowd, Yi Feng remained composed, calmly observing them, opting for a cool approach initially.
He had experienced numerous brand crises before and was well-versed in PR tactics and methods.
When facing angry customers, the first step should be to cool down the situation, allowing them to regain their composure and rationality.
When a person is angry, it’s difficult for them to listen to others, and when a group of people are angry, it’s even more so.
Thus, the best method was to first remain silent and look at them with a sincere gaze.
As expected.
Under Yi Feng’s calm gaze, the more than twenty people gradually quieted down and stopped shouting.
“Boss, what’s with your attitude? Say something!” a young man in a green shirt yelled.
Only then did Yi Feng bow slightly and calmly said, “I deeply regret the situation you all are facing, and I can understand your anger. But please, let’s calm down first and sit down to talk. I believe I can give everyone a satisfactory outcome.”
Hearing Yi Feng’s words, the hostility on the faces of the more than twenty people diminished significantly. They were there to resolve the issue, not to be unreasonable.
“You sold us faulty components, you must give us a triple refund!” a crew-cut young man shouted.
Yi Feng didn’t argue with him about this. The first step was to understand the problem clearly, the specifics of the situation, before determining a course of action.
“Everyone, please don’t rush. Let’s go inside and take a rest. It’s hot outside, have some water first, and we can talk things over slowly.”
“If there’s a problem with the components, I need to know which components are problematic and what issues they have. After verifying through inspection, we can discuss how to handle it.”
“I can promise you right now, if the components are indeed faulty, I assure you, a triple refund on the spot!” Yi Feng said earnestly.
The customers looked at each other, most of them taking in Yi Feng’s words, especially since he mentioned an immediate triple refund, which demonstrated his sincerity in resolving the issue.
“Alright, let’s go inside and talk!” the young man in green nodded.
The group entered the store, and Yi Feng and Zhuo Qianqian put up a closed sign, then had Wang Tie and Zhuo Qingqing serve everyone a cup of tea.
There weren’t enough seats in the store, so Yi Feng stood alongside them.
“Please start by telling us the model numbers of the problematic components. My colleague will take notes. For those who brought the components and receipts, it would be best to provide them, so we can understand which batch of products are problematic,” Yi Feng said calmly.
“My problem is with the Shuotai 694x motherboard!”
“Mine is the Kunteng 30 hard drive!”
“And mine is the MGA220!”
…
One by one, the customers stepped forward to report their problematic components, with Wang Tie taking down notes for each.
Eight of the customers also submitted their receipts and components, which Wang Tie recorded.
Yi Feng looked at the batch numbers on the receipts and frowned.
All from Shengde!
And all were those special-priced components!
Yi Feng cursed inwardly, damn, I’ve been screwed over!
Fuck!
Nie Xin, that old lampshade, actually dared to screw me over!
Those two batches of special-priced products were probably defective, A-grade items!
These are the defective products that occur during manufacturing by the component manufacturers and enter the market through special channels.
Shengde must have gotten a lot of these defective products!
Damn, luckily I was cautious and only took in two batches!
Yi Feng cordially greeted Nie Xin’s ancestral female relatives in his mind.
Trying to screw me over? Watch me take you down!
Not taking you down would mean my name, Yi Feng, is written backward!
Yi Feng took a deep breath, calming his emotions.
The immediate priority was to handle this incident.
It was essential to manage the crisis well; otherwise, if it spread in Guangxi’s internet circle, Xifeng Electronics’ brand would be tarnished.
After all customers had registered and some components were inspected and found to be indeed defective, it was time to discuss compensation.
Yi Feng addressed the crowd, “I have a clear understanding of the situation now, and we have inspected the components. Indeed, the products we sold have issues.”
“This is a fact, and as the owner of Xifeng Electronics, I will not shirk our responsibility.”
“Although Xifeng Electronics is a new company, it is one that takes responsibility seriously.”
“We have always operated with the principle of ‘absolute customer priority.’ This incident is our oversight in procurement.”
“Therefore, on behalf of Xifeng Electronics, I promise to give you all a triple refund!”
Yi Feng’s words were passionate and filled with integrity, softening the customers’ expressions and nodding in agreement with his resolution.
“Wang Tie, take out the cash from the store, and let’s start by compensating these eight customers who brought their products with a triple refund.”
“For the rest of you, you can bring back your components. As long as they belong to these two batches of products, we will unconditionally give you a triple refund on the spot!” Yi Feng stated.
The customers were visibly shocked.
Such a straightforward boss, and not shying away from responsibility, was admirable!
The young man in green clapped, “Good, the boss is straightforward!”
“It seems Xifeng Electronics is still trustworthy!”
“I’ve also bought defective components before, other bosses all shirked and quibbled, let alone giving a triple refund, they didn’t even want to compensate!”
“Xifeng Electronics has the best attitude towards solving problems I’ve ever seen!”
The other customers nodded in agreement, appreciating the way this issue was handled compared to other stores.
These were valuable computer components worth hundreds, thousands of yuan. Getting a refund was incredibly challenging.
Going through legal action against the store would require a lot of energy and money, not worth it.
Thus, many people who bought defective products had no choice but to swallow their anger.
But for the first time, they witnessed such a straightforward and unhesitant agreement to a triple refund from a business, truly a conscientious seller!
Yi Feng smiled slightly, “Thank you to this customer for your praise. This is our responsibility, and it’s what we should do!”
Wang Tie took out all the cash from the store and immediately refunded the eight customers’ money, with a triple compensation.
Including the young man in green who received a triple compensation, his face was beaming with joy.
“Bold and decisive, I believe if Xifeng Electronics maintains this business attitude, you will surely succeed!” the young man in green stated earnestly.
The other customers who didn’t bring their components looked envious and admired Yi Feng even more.
Such a decisive boss!
———-
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