January 18 , 2008. 2008年1月18号。 On this day, Winter Games open. 这一天,冬运会开幕。 On this day, does not calculate that has the ten thousand nets of eye to get online officially. 这一天,一家不算太起眼的万家网正式上线。 The website page is not fine, is very rough, hangs under the page of distant commercial city, is the child website in distant commercial city. 网站页面不算精美,很粗糙,挂在远方商城的页面下,算是远方商城的子网站。 Ten thousand nets is a quite special website, temporarily only serves the eastern China. 万家网是个比较特殊的网站,暂时只服务于华东地区。 Enters for 08 years, has the supermarket development to commit a footfault on distributes the service, however ten thousand nets are the domestic coverage scope are broadest, the online commodity are most , is the online shop of time appears. 进入08年,不是没有超市开展过线上配送服务,然而万家网是国内覆盖范围最广,线上商品最多,同时也是出现的最是时候的购物网站。 Serves ten thousand, the simple four characters, are the ideas that ten thousand nets found. 服务万家,简简单单四个字,便是万家网创建的理念。 Except that online orders, ten thousand nets are many option that a telephone ordered. 除了网上下单,万家网还多了一个电话下单的选项。 Customer segment that ten thousand nets face, solely is not middle-aged one generation that these can access the net, the senior citizen can also telephone to order at any time. 万家网面向的消费群体,不单单是那些会上网的中青年一代,老年人也可以随时打电话进行订购。 Has a difference from the distant commercial city brand management, what ten thousand nets in current are more is provides some life to the spare parts service. 和远方商城品牌经营有所差别,万家网在当前更多的是提供一些生活必备品服务。 Rice, cooking oil and vegetables fruit...... 大米、食用油、蔬菜水果…… These are the main business products of ten thousand nets, as for other commodities, then can order in the distant commercial city. 这些才是万家网的主营产品,至于其他的商品,则是可以在远方商城下单。 So long as the local area has Yuanfang Supermarket, so long as the supermarket in the range in five kilometers, delivers goods to the doorstep free, the cash ties presently, regardless of windy rain, ordered on the same day, on the same day receipted. 只要当地有远方超市,只要超市在范围五公里之内,免费送货上门,现款现结,无论刮风下雨,当天下单,当天到货。 The same day that ten thousand nets get online, some place satellite TV conducted the short propaganda. 万家网上线的当天,一些地方卫视都进行了短暂的宣传。 The propaganda is not violent, advertisement that has continually crude is not good, simple „ten thousand nets, served ten thousand life websites” then to calculate to finish. 宣传不算猛烈,连打出去的广告都简陋的不行,简简单单一句“万家网,服务万家的生活网站”便算结束。 ...... …… Exactly 9 : 00 am, ten thousand nets get online officially. 上午9点整,万家网正式上线。 9:01, the first telephone entered the information processing section. 9点01分,第一个电话打进了信息处理部。 Li Dong, Yuan Chengdao, Shen Qian, Qin sea, Sun Tao...... a group of executive are waiting for in the information processing section in abundance. 李东、袁成道、沈茜、秦海、孙涛……一大群高管纷纷在信息处理部等待着。 When the telephone resounds, Chen Ke takes the lead to take a step, disturbed pressed down in the customer service personnel exempted raises. 当电话响起,陈珂率先迈步,在客服人员忐忑中按下了免提。 „Hello, here is ten thousand nets, what need do you have?” “您好,这里是万家网,请问您有什么需要？” „Hey, is your sells the thing the website?” Telephone that head, an old woman slightly did not ask one obviously self-confidently. “喂,你们这是卖东西的网站吧？”电话那头,一位老太太略显不自信地问了一句。 Chen Ke hurried say/way: „Yes, Aunt, what do you want to buy?” 陈珂急忙道:“是的,大妈,您想买些什么？” „That, you are the thing deliver receive money right?” The old woman urgently the speech, had not been asking one again. “那个,你们是东西送上门才收钱对吗？”老太太没有急着说话,再次问了一句。 „Yes, after we are first goods,......” “是的,我们是先货后款……” „ That is good, the little miss , this snow was too let me tell you big, our old couples legs and feet are not convenient, being able to go out gate. “那就好,小姑娘,我跟你说,这雪太大了,我们老两口腿脚不方便,也出不去门。 Family's thing finished eating, heard that your what sells, you to me introduced that which things has to sell? ” 家里的东西都吃完了,听说你们这什么都卖,你给我介绍介绍有哪些东西卖？” Chen Ke smiled bitterly was then looking at Li Dong people one eyes, Li Dong said in a soft voice: „Roughly introduced.” 陈珂苦笑着回头看了李东众人一眼,李东轻声道:“大致介绍一下。” Chen Ke nods, was saying to the telephone: „Aunt, our daily necessities sell, including various types of vegetables, fresh fruit......” 陈珂点头,对着电话说道:“大妈,我们这里柴米油盐都卖,包括各种蔬菜,生鲜水果……” „Then delivers two bags of meter/rice to come to me , takes one barrel of salad oil, two bags of salts......” “那给我送两袋米过来,还有,要一桶色拉油,两袋盐……” The old woman said long time, the midway also asked the price in detail, the brand, when can deliver. 老太太说了很长时间,中途还详细问了价钱,品牌,什么时候能送到。 Waited to take down old woman's house address, the time had passed for ten minutes. 等记下老太太的住宅地址,时间已经过去了十分钟。 At this time, the entire information processing section started to bustle about. 这时候,整个信息处理部都开始忙碌起来。 Has to answer the telephone, has the online reply, the entire office bustled about instantaneously. 有接电话的,有网上回复的,整个办公室瞬间就忙碌了起来。 Chen Ke hangs up the telephone, gives nearby customer service personnel the order, this walks to smile bitterly to say to Li Dong people: „Li, Yuan, this also too time-consuming.” 陈珂挂断电话,将订单交给一旁的客服人员,这才走过来对李东众人苦笑道:“李总,袁总,这也太耗时了。” „ An order, spent from all sides for more than ten minutes. This old woman also calculates that spoke, the enunciation was also quite clear. “一个订单,前前后后花了十多分钟。这老太太还算好说话的,口齿也比较清晰。 If this meets the dialect is quite heavy, or that being calculating, anything must ask that perhaps a half hour has the possibility. 这要是遇到方言比较重,又或是那种斤斤计较,什么都要问的,恐怕半个小时都有可能。 These Sir aunts idle are also idling, perhaps also prepares to accompany us to chat, gets down, matter may delay. ” 这些大爷大妈们闲着也是闲着,说不定还准备陪咱们唠唠嗑,这么下去,事情可就耽误了。” Chen Ke said, Shen Qian several people of slight bows. 陈珂说完,沈茜几人都微微点头。 This truly is an issue, moreover compared with the young people, these old people, has not seen the thing that has, always a little feels weak at heart. 这点确实是个问题,而且不比年轻人,这些老人,没看到真实存在的东西,总有点心里发虚。 Just that old woman asked continuously several, is the thing of this ten thousand net the thing in Yuanfang Supermarket, is same, selected to her well? 刚刚那个老太太连续问了好几遍,这个万家网的东西到底是不是远方超市里的东西,是不是都一样,是不是给她挑最好的？ One order more than ten minutes, a customer service personnel day works for 10 hours, does a person day get down are most can only process 60 lists? 一个订单十多分钟,一个客服人员一天工作十小时,一个人一天下来岂不是最多只能处理60单？ If according to each list 5 Yuan profit calculates, the customer service minute/share walks 1 Yuan, the logistics minute/share walks 1 Yuan, other labor cost 1 Yuan, operation cost 1 Yuan, to once finally can profit 1 Yuan to be even good. 要是按照每单五元的利润来算,客服分走一元,物流分走一元,其他人工成本一元,运营成本一元,到最后一旦能盈利一元就算不错了。 This is in the ideal condition, may not make money. 这还是理想情况下,也有可能不赚钱。 Time-consuming expends effort, the profit is actually not big, even has not gained. 耗时耗力,盈利却是不大,甚至没有盈利。 This pattern, makes many people frown immediately. 这种模式,顿时让不少人皱起了眉头。 Compared with the distant commercial city online direct order, among ten thousand nets were many a customer service procedure/program, and relay procedure/program, promoted over 10 costs together at least. 比起远方商城网上直接订单,万家网中间多了一道客服程序,以及一道中转程序,起码提升了十以上的成本。 No wonder other supermarket patterns are invalid, does not make money, time-consuming expends effort, who is willing to do this matter. 难怪其他超市这种模式行不通,不赚钱,耗时耗力,谁愿意干这种事。 Chen Ke said, Yuan Chengdao frowns saying: „ Li, this indeed is an issue. 陈珂说完,袁成道蹙眉道:“李总,这的确是个问题。 Moreover as the matter stands, diverged the business of supermarket, in fact was equivalent to us to pay the expenses costs of ten thousand net operations. 而且这样一来,也分流了超市的生意,实际上相当于咱们多付出了万家网运营的开销成本。 This cost is not low, our here information processing section is only a scrap, in fact our time altogether provided 500 customer service personnel. 这个成本不低,咱们这里的信息处理部只是一小块,实际上咱们这次总共配备了500名客服人员。 Only is the wages of these custom services, one month over 1 million, the website operates, the logistics operation, several big department labor costs, may in addition increase enrollment in the future...... 光是这些客服的工资,一个月就超过百万,网站运营,物流运营,几大部门人工成本,再加上日后可能扩招…… Calculates numerous, one month at least more than ten million investments. 林林总总算下来,一个月起码多了上千万的投入。 But in fact, these customers are our customer, even we do not develop this business, they will still come to the supermarket to shop. 而实际上,这些客户原本就是咱们的客户,就算咱们不开展这项业务,他们也会来超市购物。 Therefore, I thought that ten thousand nets can only treat as the temporary emergency platform to operate. 所以,我觉得万家网只能当做临时应急平台运营。 Waited for the heavy snow to finish, we then can abolish ten thousand nets. 等大雪结束,我们便可以撤销万家网。 Every month can omit more than ten million expenditures, one year gets down is over a hundred million. 每个月可以省去上千万的开支,一年下来就是上亿。 The distant place can indeed support, but I do not feel the too big necessity. ” 远方的确是可以撑下去,可我觉得没太大的必要。” Yuan Chengdao said, Sun Tao thinks saying: „ Although Yuan words I fully do not approve, but does not have the truth. 袁成道说完,孙涛想了想道:“虽然袁总的话我不完全赞同,可也不是毫无道理。 At present the domestic overseas supermarket chain is innumerable, but why does no one make this? 目前国内国外连锁超市数不胜数,可为什么没人做这个？ It is not everyone has not thought that but this road indeed is very difficult to walk. 不是大家没想到,只是这条路的确是很难走。 The customer segment of supermarket, had a difference from the customer segment of commercial city, at this time we were changing the consumption habit of user, is very difficult to achieve. 超市的消费群体,和商城的消费群体本来就有所差别,这时候咱们是在改变用户的消费习惯,真的很难做到。 Let the middle-aged person and old person who one crowd does not understand the shopping online come the shopping online, in current possibly accepted. 让一群不懂网上购物的中老年人来网上购物,也就在当前可能行得通。 When the heavy snow finished, will these people also choose the shopping online? 等大雪结束了,这些人还会选择网上购物吗？ Shopping online, what said was quickly, time-saving and convenient, this was the biggest magic weapon that the net bought. 网上购物,讲的是快捷、省时、方便,这才是网购的最大法宝。 May to these middle-aged people and old people, they not need too quickly, does not lack the time, usually idles is being all right to come to the supermarket to saunter, this is also one of their life styles. 可对这些中老年人来说,他们不需要太快,也不缺时间,平时闲着没事来超市转悠一圈,这也是他们的生活方式之一。 Now wants to change their life styles rashly, I thought that is not quite realistic. 现在贸然想改变他们的生活方式,我觉得不太现实。 Waited for the heavy snow to finish, the business of ten thousand nets will definitely suffer a disastrous decline, but when the time comes our expenditures became the loss, Li, this we must consider. ” 等大雪结束,万家网的生意肯定会一落千丈,而到时候咱们的开支就成了亏损,李总,这点咱们要考虑到。” Yuan Chengdao, Sun Tao opposed, Qin sea thinks saying: „ Cannot light/only from gaining the above consideration, ten thousand nets gets online also has the advantage. 袁成道、孙涛两人都反对,秦海想了想道:“也不能光从盈利上面考虑,万家网上线也是有利处的。 First, expands our influences, increases the diversified development. 第一,扩大我们的影响力,增加多元化发展。 Second, strengthens our teamwork ability. 第二,增强我们的团队协作能力。 This ten thousand nets get online, our supermarkets, logistics and e-commerce three big departments carry out the coordination cooperation, making the group integration the reality. 这次万家网上线,咱们的超市、物流、电商三大部门进行协同合作,让集团一体化成为了现实。 Before, our several departments did respectively various. 以前,咱们几个部门各做各的。 Said that is a company, in fact is mutual non-interference, like this is good also to have the fault. 说是一家公司,实际上互不干涉,这样有好处也有坏处。 Third, expanded the enterprise size. 第三,扩大了企业规模。 Ten thousand nets get online, our logistics teams will expand, the customer service team will expand...... ” 万家网上线,我们的物流团队会壮大,客服团队会壮大……” First two everyone did not have the opinion, when he speaking of third, Yuan Chengdao knits the brows: „ Qin, the group expansion was our goals, was not the only goal. 前两条大家还没意见,等他说到第三条,袁成道皱眉道:“秦总,集团扩大是我们的目的,可不是唯一的目的。 The expansion does not represent the thoughtless expansion! 扩张不代表盲目扩张！ Yes, after ten thousand nets get online, the logistics team must increase several thousand talents at least enough, the customer service team at least is also several thousand people. 是,万家网上线之后,物流团队起码要增加数千人才够,客服团队起码也是数千人。 Ten thousand nets launch, perhaps the distant place will support over ten thousand people. 一个万家网开通,也许远方会多养活上万人。 However supports over ten thousand people are not our goal, these large factories, frequently several tens of thousands of people of several hundred thousand people, what can the person explain? 然而养活上万人不是我们的目标,那些大型工厂,动辄数万人几十万人,可人多能说明什么？ If the light are many, simply we do not get online the sorting system, such logistics company can also increase several thousand people. 要是光为了人多,干脆我们不要上线分拣系统,这样物流公司还能增加数千人。 Presently, what the enterprise said was the efficiency and profit. 当前,企业讲的是效率和盈利。 On ten thousand nets, I have not seen these two points, to finally, ten thousand nets may become our burdens. ” 在万家网上面,我没看到这两点,到最后,万家网可能会成为我们的累赘。” „Yuan......” “袁总……” Several people are divided, noisy fierce. 几人意见不一,吵闹的厉害。 Sees has the staff to look to here, Li Dong knits the brows to hit to block the way: „First stops a meeting, having anything is quite noisy!” 见已经有员工看向这边,李东皱眉打断道:“先消停一会,有什么好吵的！” „ Everyone's opinion I heard, but ten thousand nets just get online today, is good or is not good, first day cannot see anything. “大家的意见我都听到了,不过今天万家网刚上线,到底是好还是不好,第一天也看不出什么东西。 The operation has a look again some time, when the time comes had what advantages to look. 再运营一段时间看看,到时候有什么利弊都能看出来了。 After the heavy snow is to close down or continues, when this time said again. 至于大雪之后是关停还是持续,这点等到时候再说。 At least in this current, ten thousand nets are necessary. 起码在这当前,万家网很有必要。 This is the opportunity of expanding our distant place influence and reputation/honorary! 这是一个扩大我们远方影响力和名誉度的机会！ Can other supermarkets achieve? Dares to do? 其他超市能做到吗？敢做吗？ Our distant place dares only! 唯独我们远方敢！ As for the loss, that is insufficient but actually, at least these days is insufficient. 至于亏损,那倒不至于,起码这段时间不至于。 Meager profit but high turnover, so long as the order are many every day, we will not lose money. 薄利多销,只要每天订单不少,咱们不会亏本的。 Really waited till losing money time, we can discuss again. ” 真等到了亏本的时候,我们可以再商量。” Several people quickly nod, this has not spoken incorrectly actually. 几人都急忙点头,这倒是没说错。 Can ten thousand nets operate continually, but must have a look again. 万家网到底能不能持续运营下去,还得再看看。 Even afterward abolishes, they will not owe, If nothing else, light/only in this dangerous time, the distant place promoted ten thousand net service populace, was harvests the reputation the golden opportunity. 就算事后撤销,他们也不会亏,别的不说,光是在这种危难时刻,远方推出万家网服务大众,就是收割名声的大好时机。 Many enterprises, are always discussing the social responsibilities. 很多企业,总是在谈社会责任感。 What is the community responsibility? 什么是社会责任？ Did not say that donated money several million is the community responsibility, did not say does not make money, losing money to operate is the community responsibility. 不是说捐款几百万就是社会责任了,也不是说不赚钱,亏本经营就是社会责任。 When the distant place in the storm arrives, anxious person anxious , to promote more convenient ten thousand net this is manifestation of social responsibilities. 远方在暴雪降临之际,急人所急,推出更方便的万家网这就是一种社会责任感的体现。 Perhaps the general public do not understand this truth, but they can understand this feeling. 普通大众也许不明白这个道理,可他们能体会到这种感觉。 Ten thousand net, the distant place stood in the moral high ground. 万家网一出,远方就站在了道德制高点。 At this time, perhaps even the government held in high esteem to the distant place, as for made money, that actually minor matter. 这时候,恐怕连政府都对远方刮目相看,至于赚钱不赚钱,那倒是小事。