Why don’t you pay for good reviews?
Editor’s note: This article comes from the WeChat public account “牛刀 财” (ID: niudaocaijing ).
(This article is a joint manuscript produced by Niudao Finance and Tencent News, and may not be reproduced without authorization.)
Author | Edited by Zhu Rongtao | Fang Shiyu
Production | Bull Sword Finance, Tencent Technology
On December 22, a takeaway delivery clerk was impulsively murdered at a shopping mall in Nanhu Baigang City, Wuhan, Hubei. The next day, Meituan Takeaway Weibo issued a statement saying that when the Meituan delivery staff involved in picking up the goods at the supermarket, a quarrel occurred with the clerk, which eventually caused tragedy.
Although it turned out that it was not a tragedy caused by bad reviews for takeaways, the spread of the “bad reviews” label also showed that the influence of customer bad reviews on takeaways was great. Poor evaluation not only exposes the deliveryman to a fine, but also affects the star rating of the delivery site.
So in order to be delivered on time without being badly judged, and in order to be able to receive more orders within a limited time, the delivery delivery staff are mostly racing against time, and their prime time for delivery is only three meals in the morning, middle and evening. 1-2 hours, the inner anxiety can be imagined.
Under platform rules and user expectations, what is the working status of takeaway riders who are directly interested in the bad evaluation system, and what stories are there between them and customers?
In the recent past, Bull Knives tried to present how they view bad reviews from the perspective of a delivery delivery person and what impact they have on them. We talked about 6 takeaway delivery staff from different platforms who got bad reviews for different reasons. Some of them are novice takeaways, some are veteran takeaways, but have encountered bad reviews to varying degrees.
Listen to how they tell the story of being “badly judged” behind such business practices and under business rules.
01 Novice takeaway, the first month’s salary was negative due to negative reviews
Hungry, deliveryman Zhao Kai:
As a novice takeaway, the first bad review is because the route is unfamiliar, and because of the anxiety to send customers hot and sour powderI spilled it. Although I paid for her meals out of my own pocket later, I still got a bad review and was deducted 200 yuan.
In the first month, I ran 269 orders for takeaway. The final salary was 1883 yuan, but after deducting a lot of costs, the final salary was 38 yuan. Unfortunately, including the 200 yuan to be deducted for that bad review, my final salary was -162 yuan.
That’s right, you have to pay 162 yuan to the platform without paying.
I wanted to make money by delivering food, but in the first month I even had problems with eating. In the end, I could only drink Northwest wind. I’m a novice takeaway rider, I’m not familiar with the route, I don’t have as many orders as others, and I’m prone to bad reviews.
I later encountered another bad review. The customer said that I delivered it in advance, and the webmaster also helped me to complain, but it failed.
Later, I understand that the customer seems to have two cell phone numbers. Both of these cell phone numbers have called me. The company over there listened to my recording and said that I delivered them in advance, but did not send the two Distinguish between mobile phones. I don’t care about that either.
Looking back, “monthly income of 10,000 yuan” can only be said for those who have been sending for a long time, are familiar with the streets and food delivery addresses, and have some luck. The system has assigned nearly single orders. Such talents can get To 10,000 yuan salary. And the old deliveryman has a good relationship with the webmaster, they can also be assigned to higher orders, and trust and the webmaster relationship is flat, you need to slowly build a trust relationship.
I’m still experiencing the painful growth period of a novice takeaway. I lost a few dozen pounds, didn’t make any money, and didn’t dare go home during the New Year.
02 In order to avoid negative reviews, the deliveryman draws small animals, dumps garbage, and brings courier to customers
Guo Shizhao, delivery and delivery staff of Meituan:
One day delivery, a customer was in a bad mood. In the order, he asked to draw a small animal. If he didn’t draw it, he would give a bad review. Can i not draw Earlier in the news, it was said that a takeaway brother was unwilling to bring garbage to others. We will also complain to the platform when we encounter such malicious complaints, but it basically does not work, how to punish or how to punish.
I often come across people who ask me to buy cigarettes, take out garbage, and take delivery. To be honest, this is not our business, and it may cause delays in the orders that follow us, and we want to decline, but the words change. No way, if someone is unhappy, I’ll give you aNegative reviews, apologies, and money paid, but you gave me a bad review complaint, too much.
I really thought about resigning in those days, and later I persisted.
04 The weather is not good, please order “delivery” in advance, and the first grade will result in a bad review.
Chen Jie, Meituan delivery and delivery person:
Whether it’s windy, rain, thunder, lightning, every corner of the road. There are delivery people in every street and alley, and they are always delivering food.
To be honest, we all like bad weather because there is a platform weather subsidy. However, bad weather sometimes leads to overtime delivery. Some riders order delivery without delivering it to the customer. At this time, the customer gave a bad review and complaint. The rider was deducted from his salary, and he was not happy, nor Persuasion, this situation is an illegal operation. If the company has regulations, it knows that the crime will be increased by one.
Sometimes even if you do n’t violate the rules, you may not be too close to bad reviews.
I remember a middle-aged elder brother called the customer in the elevator in the elevator at the Gaobeidian Huanyu Building and asked him to take out the food: after he connected, he said loudly, “Hey? Takeaway, Hey? Takeaway!” And yes In home language, this is also likely to lead to bad reviews. The company requires that all standard Mandarin must be completely colored, and that all clothing is completely colored. Failure to do so is also easy for customers to complain.
05 Poor appraisal of the money, and some people who are more desolate regard the take-out as the inferior class
Hungry, delivery man Zhang Kun:
Poor evaluation is the worst evaluation of a rider. Poor evaluation makes money, so why don’t you pay for good reviews? Harmony of yin and yang, there are good and bad. You know, the direct impact of bad reviews is hard-earned money.
Since last year, the company has imposed more severe penalties on complaints and negative reviews. Sometimes a fine of 200 yuan for one complaint is basically my 1-day income. This also puts a lot of pressure on the deliveryman, just like the “garbage bin law”. The amount of garbage that can be filled is limited. When the day when you are full of garbage, it is time to pour out. At this time, the deliveryman will have emotions May also vent bad emotions to customer service.
Of course, the best solution is to strengthen the training of the salesman so that the offenders will not commit the offenses and ensure that the situation of negative reviews will no longer occur. The customers are satisfied and the delivery staff is happy..
But some customers are disgusting. What can be done? Maybe a bad review of this kind of customer caused the takeaway to quit the job of delivering food, which is really too difficult.
Apart from the negative reviews, we are always looked down upon and feel a little bit aggrieved, as if the food delivery is inferior.
For example, when you take delivery or other traffic lights, if you block someone else ’s road, people will say that you ’re not a takeaway; sometimes when you run into the elevator and sweat, you can feel that everyone tries to avoid me I had to pretend I didn’t see it; sometimes it was because the customer said the wrong place to pick up the food and it was late, and the customer complained, but we didn’t dare to talk back.
The job of our deliveryman is not that great, but our job is also for everyone to enjoy the convenience of eating, and we are also people who make money by our own labor and dedication. Although the customer is God in the service industry, but I also hope that some customers will treat us correctly.
06 There are bad reviews and good reviews, and the reviews are warm
Mei Tuan’s delivery and delivery person Li Pengjin:
I feel uncomfortable in the face of bad reviews, but I don’t take it too seriously, and I care too much about other people’s thoughts. That is inferiority.
I have also met customers who are particularly warm. I know that it is hot in summer and will give us a water, a cola, and a reward for us. One yuan and five yuan. Not much money but warm heart. .
Some people note “I’m not in such a hurry to eat, and you ride slowly on the road”; some people go downstairs to pick up the take-out when the elevator fails, just for them to climb a few floors … Everyone is fighting for life In the process, it is inevitable that there will be bitterness and helplessness, inevitably sadness and grievances, but you will always meet unexpected and beautiful hopes.
The work of takeaway brothers is really not easy. First of all, it is a safety issue. Cycling on the streets outside every day will cause a car accident. Do n’t say a small car accident. A big car accident may be hospitalized for a long time. , Even in a serious car accident even got involved. The second problem is the intensity of work. When you are busy, you can’t wait for the whole person to run, just to get the delivery to the customer on time.
Understand each other a little, give the takeaway a little more understanding when the weather is bad, go to the agreed place early when you pick up the food, and give the rider a good review on the platform when convenient. These simple things may be possible. Great encouragement and comfort to the takeaway.
(At the request of interviewees: Zhang Pengfei, Zhao Kai, Chen Jie, Zhang Kun, Li Pengjin, and Guo Shizhao are all pseudonyms)
Guo Shizhao, delivery and delivery staff of Meituan:
One day delivery, a customer was in a bad mood. In the order, he asked to draw a small animal. If he didn’t draw it, he would give a bad review. Can i not draw Earlier in the news, it was said that a takeaway brother was unwilling to bring garbage to others. We will also complain to the platform when we encounter such malicious complaints, but it basically does not work, how to punish or how to punish.
I often come across people who ask me to buy cigarettes, take out garbage, and take delivery. To be honest, this is not our business, and it may cause delays in the orders that follow us, and we want to decline, but the words change. No way, if someone is unhappy, I’ll give you aNegative reviews, apologies, and money paid, but you gave me a bad review complaint, too much.
I really thought about resigning in those days, and later I persisted.
04 The weather is not good, please order “delivery” in advance, and the first grade will result in a bad review.
Chen Jie, Meituan delivery and delivery person:
Whether it’s windy, rain, thunder, lightning, every corner of the road. There are delivery people in every street and alley, and they are always delivering food.
To be honest, we all like bad weather because there is a platform weather subsidy. However, bad weather sometimes leads to overtime delivery. Some riders order delivery without delivering it to the customer. At this time, the customer gave a bad review and complaint. The rider was deducted from his salary, and he was not happy, nor Persuasion, this situation is an illegal operation. If the company has regulations, it knows that the crime will be increased by one.
Sometimes even if you do n’t violate the rules, you may not be too close to bad reviews.
I remember a middle-aged elder brother called the customer in the elevator in the elevator at the Gaobeidian Huanyu Building and asked him to take out the food: after he connected, he said loudly, “Hey? Takeaway, Hey? Takeaway!” And yes In home language, this is also likely to lead to bad reviews. The company requires that all standard Mandarin must be completely colored, and that all clothing is completely colored. Failure to do so is also easy for customers to complain.
05 Poor appraisal of the money, and some people who are more desolate regard the take-out as the inferior class
Hungry, delivery man Zhang Kun:
Poor evaluation is the worst evaluation of a rider. Poor evaluation makes money, so why don’t you pay for good reviews? Harmony of yin and yang, there are good and bad. You know, the direct impact of bad reviews is hard-earned money.
Since last year, the company has imposed more severe penalties on complaints and negative reviews. Sometimes a fine of 200 yuan for one complaint is basically my 1-day income. This also puts a lot of pressure on the deliveryman, just like the “garbage bin law”. The amount of garbage that can be filled is limited. When the day when you are full of garbage, it is time to pour out. At this time, the deliveryman will have emotions May also vent bad emotions to customer service.
Of course, the best solution is to strengthen the training of the salesman so that the offenders will not commit the offenses and ensure that the situation of negative reviews will no longer occur. The customers are satisfied and the delivery staff is happy..
But some customers are disgusting. What can be done? Maybe a bad review of this kind of customer caused the takeaway to quit the job of delivering food, which is really too difficult.
Apart from the negative reviews, we are always looked down upon and feel a little bit aggrieved, as if the food delivery is inferior.
For example, when you take delivery or other traffic lights, if you block someone else ’s road, people will say that you ’re not a takeaway; sometimes when you run into the elevator and sweat, you can feel that everyone tries to avoid me I had to pretend I didn’t see it; sometimes it was because the customer said the wrong place to pick up the food and it was late, and the customer complained, but we didn’t dare to talk back.
The job of our deliveryman is not that great, but our job is also for everyone to enjoy the convenience of eating, and we are also people who make money by our own labor and dedication. Although the customer is God in the service industry, but I also hope that some customers will treat us correctly.
06 There are bad reviews and good reviews, and the reviews are warm
Mei Tuan’s delivery and delivery person Li Pengjin:
I feel uncomfortable in the face of bad reviews, but I don’t take it too seriously, and I care too much about other people’s thoughts. That is inferiority.
I have also met customers who are particularly warm. I know that it is hot in summer and will give us a water, a cola, and a reward for us. One yuan and five yuan. Not much money but warm heart. .
Some people note “I’m not in such a hurry to eat, and you ride slowly on the road”; some people go downstairs to pick up the take-out when the elevator fails, just for them to climb a few floors … Everyone is fighting for life In the process, it is inevitable that there will be bitterness and helplessness, inevitably sadness and grievances, but you will always meet unexpected and beautiful hopes.
The work of takeaway brothers is really not easy. First of all, it is a safety issue. Cycling on the streets outside every day will cause a car accident. Do n’t say a small car accident. A big car accident may be hospitalized for a long time. , Even in a serious car accident even got involved. The second problem is the intensity of work. When you are busy, you can’t wait for the whole person to run, just to get the delivery to the customer on time.
Understand each other a little, give the takeaway a little more understanding when the weather is bad, go to the agreed place early when you pick up the food, and give the rider a good review on the platform when convenient. These simple things may be possible. Great encouragement and comfort to the takeaway.
(At the request of interviewees: Zhang Pengfei, Zhao Kai, Chen Jie, Zhang Kun, Li Pengjin, and Guo Shizhao are all pseudonyms)
Hungry, delivery man Zhang Kun:
Poor evaluation is the worst evaluation of a rider. Poor evaluation makes money, so why don’t you pay for good reviews? Harmony of yin and yang, there are good and bad. You know, the direct impact of bad reviews is hard-earned money.
Since last year, the company has imposed more severe penalties on complaints and negative reviews. Sometimes a fine of 200 yuan for one complaint is basically my 1-day income. This also puts a lot of pressure on the deliveryman, just like the “garbage bin law”. The amount of garbage that can be filled is limited. When the day when you are full of garbage, it is time to pour out. At this time, the deliveryman will have emotions May also vent bad emotions to customer service.
Of course, the best solution is to strengthen the training of the salesman so that the offenders will not commit the offenses and ensure that the situation of negative reviews will no longer occur. The customers are satisfied and the delivery staff is happy..
But some customers are disgusting. What can be done? Maybe a bad review of this kind of customer caused the takeaway to quit the job of delivering food, which is really too difficult.
Apart from the negative reviews, we are always looked down upon and feel a little bit aggrieved, as if the food delivery is inferior.
For example, when you take delivery or other traffic lights, if you block someone else ’s road, people will say that you ’re not a takeaway; sometimes when you run into the elevator and sweat, you can feel that everyone tries to avoid me I had to pretend I didn’t see it; sometimes it was because the customer said the wrong place to pick up the food and it was late, and the customer complained, but we didn’t dare to talk back.
The job of our deliveryman is not that great, but our job is also for everyone to enjoy the convenience of eating, and we are also people who make money by our own labor and dedication. Although the customer is God in the service industry, but I also hope that some customers will treat us correctly.