The courier was at a loss.
This was because Nie Yunsheng had stormed off in anger, completely ignoring him and not telling him what to do next.
Although what Lü Mingliang had just said thoroughly rebuked Nie Yunsheng and appeared to put them on opposing sides, if you thought about it carefully, you could tell he was actually standing with the courier.
When Nie Yunsheng angrily slammed the table and left, the courier wasn’t angry at all. Instead, he felt that Lü Mingliang’s words made a lot of sense, and his retorts were quite admirable.
So the courier stayed behind, wanting to hear what else Lü Mingliang had to say.
Lü Mingliang said, “Just now I was saying that when a customer discovers damage to the apple box packaging and missing apples, then files a complaint, that’s fine. When the delivery station takes it upon themselves to buy a box of different variety apples to compensate the customer, and the customer rejects it and complains, that’s also fine.”
“But clearly, this isn’t the courier’s fault either.”
“Because under such an unreasonable system, there’s not much couriers can do.”
“To reduce costs, Shengrun Express has laid off a large number of couriers, keeping each delivery station at the absolute minimum staffing level. When there’s occasionally more cargo, they just make couriers work overtime, using brute-force sorting methods to increase sorting speed.”
“So the apples getting damaged could be due to problems during sorting, or accidents during transport. When customers complain, they’re really pointing to the irrationality of the entire delivery system. But according to Shengrun Express’s regulations, they directly fine the couriers who handle the final delivery stage, which is obviously unreasonable.”
“When couriers see a box of rotten apples, what can they do?”
“This includes many complaints that couriers don’t deliver to the door. But the problem is that couriers carry hundreds of packages in one trip. Even just dropping them off at pickup stations keeps them working until 8 PM every day. How could they possibly deliver each package to customers’ doors?”
“So in this situation, couriers being fined is truly a helpless matter. Because couriers have no ability to improve problems with the entire logistics system.”
“The real problem is with the system itself: Why is it that when something goes wrong in the entire logistics process, only the end-stage couriers get fined? And why doesn’t a single penny of those fines go to the customers—it all goes into the platform’s pockets? Why do consumers who have paid delivery fees and follow the regulations get guided by public opinion and maliciously attacked?”
“So I think customers and couriers should indeed be understanding of each other, but this understanding shouldn’t be based on ‘customers holding their noses and accepting poor service quality, and couriers kneeling and begging not to be fined.’ Rather, it should be based on recognizing that the other party has their own difficulties, and recognizing that the real crux of the problem lies with the platform.”
“If this were at Headwind Logistics, this situation would absolutely never happen.”
“First, we don’t use brute-force sorting that damages packaging boxes. Second, we ensure each station has the optimal number of delivery personnel, and even some redundancy, precisely to ensure the entire logistics system can run smoothly even in unexpected situations. Finally, even if such accidents occur, it’s the platform that steps up to solve the problem, following procedures to repurchase goods for customers or compensate them at the original price. The platform takes responsibility for all this and doesn’t force it onto delivery workers.”
“Having said all this, I think both of you should understand now? Your enemy isn’t each other. On the contrary, you’re the ones who should be standing on the same side.”
The complainant nodded repeatedly: “Yes, that’s exactly what I meant!”
“I’ve said this all along—I wasn’t targeting the delivery guy, but the platform! I was emotionally upset at the time because I was dissatisfied with the platform’s handling method. But then public opinion was maliciously guided, making it seem like I was condescending, arrogant, and bullying an ordinary courier!”
“I’ve been cursed to death these past two days, it’s truly infuriating! No matter how I try to explain, it’s useless. Many people have already made up their minds, thinking I’m a harsh, cold-blooded person. It’s really exasperating!”
The courier also hung his head, feeling somewhat guilty as he said, “I’m sorry, I was wrong too. I was afraid of being fined, and in my panic, I knelt down. I didn’t expect it would turn into a form of moral coercion, and I didn’t realize it would cause you so much trouble…”
Lü Mingliang smiled: “It’s okay, all misunderstandings are cleared up now.”
“And this courier doesn’t need to worry about not having work. Come to Headwind Logistics—we’re expanding our operations and welcome you to join us!”
“Let me also take this opportunity to advertise: Whether you’re a courier or a customer, everyone is welcome at Headwind Logistics! We’re expanding our business, striving to quickly extend our services to all second and third-tier cities, covering the entire country!”
“On this basis, we promise two things: First, we’ll strive to maintain consistent service quality in all regions, treating everyone equally. Second, we’ll continue subsidizing for ten years, with no increase in delivery fees!”
“Alright, let’s shake hands and take a photo. With that, we can put this matter behind us.”
The complainant and the courier shook hands warmly, while Lü Mingliang placed his hand on top of theirs. All three faces broke into smiles.
With a “click,” the moment was captured.
…
Meanwhile, public opinion online completely exploded.
From the livestream to various forums, the entire internet was abuzz!
Mainly because this incident had such dramatic effect!
At the beginning, when people heard that Nie Yunsheng was stepping in to mediate, there was already substantial attention.
After all, the “Shengrun Courier Kneeling Incident” had been a hot topic recently, hanging on the trending search for a long time, with many people sympathizing with the courier and generating high levels of discussion online.
The courier and the complainant meeting again, especially in a live broadcast, had many people following up on this incident.
Among them, some with darker intentions wanted to take this opportunity to verbally abuse the complainant again, while some paid commenters were stirring things up for publicity. After all, this was a good opportunity for Shengrun Express to clean up its negative public image, and it was Nie Yunsheng’s moment to shine.
This caused the livestream to have high viewership from the start.
But after the broadcast began, the script went beyond everyone’s expectations!
No one expected that the person accompanying the complainant would be Headwind Logistics’ person-in-charge, Lü Mingliang. Even more unexpected was that this meeting wasn’t about reconciling the conflict between the courier and the complainant at all, but instead turned into a public opinion battlefield between Shengrun Express and Headwind Logistics!
Both sides engaged in verbal combat, neither yielding to the other.
Many viewers felt like fence-sitters, at one moment thinking Shengrun Express’s representative made good points, and the next moment feeling that Lü Mingliang’s arguments were convincing—it oddly felt like watching a debate competition.
But in the end, Lü Mingliang won.
Because Lü Mingliang completely dismantled Nie Yunsheng’s tactics, essentially stripping him naked!
For the audience, if they couldn’t understand what was happening after things had been explained so clearly, that would be truly obtuse.
Many viewers also woke up to the fact that they had been used as pawns by Shengrun Group due to their emotional reactions, and had actually become the aggressors themselves.
In the end, when Nie Yunsheng angrily slammed the table and left, throwing down a few not-so-intimidating harsh words, the outcome was already clear.
What was even more interesting was that after winning, Lü Mingliang properly resolved the conflict between the courier and the complainant on behalf of Shengrun Group!
And it wasn’t the kind of resolution that covered up the conflict, but rather completely laid it out in the open, putting it on the table for both parties to resolve sincerely and willingly.
The stage that Nie Yunsheng had originally arranged for himself completely turned into Lü Mingliang’s personal show!
Lü Mingliang arrived alone to meet them, displaying a heroic image of one against three, very much embodying Mr. Pei’s style.
Not only that, but Lü Mingliang’s speech was also worth every netizen’s careful reading and reflection.
“The conflict between couriers and customers should actually be a conflict between customers and the platform, and between the platform and delivery workers. But the platform deliberately portrays itself as a middleman with no responsibilities, redirecting the conflict onto customers and couriers, which is why we have this farce!”
“Indeed, if Lü Mingliang hadn’t appeared, we could guess today’s script: the complainant, under public pressure, would have had no choice but to express understanding for the courier. Future complainants would have to think twice before complaining, often choosing to swallow their grievances. So customers would hold their noses and accept worse service, while couriers’ situations wouldn’t improve at all—they’d still get fined. Only the platform would win twice!”
“Thankfully Headwind Logistics exists!”
“What he said about delivery is also very reasonable! The reason Shengrun Express delivers slowly is because they pursue profits and reduce courier numbers, which is why service levels can never improve! Are they short on money? Of course not—with such high profits, they simply don’t want to do better!”
“The same applies to neighborhood pickup stations. The key isn’t whether they deliver to the door or not, but whether they give customers choices! If I allow you not to deliver to my door, you can leave it at a pickup station and give me a discount on the delivery fee. If I require door delivery, you must deliver to my door! But now Shengrun Express indiscriminately drops everything at pickup stations, completely ignoring requests for door delivery—isn’t this just the big bullying the small?”
“What he said about cheap delivery fees was also good. Delivery fees are cheap because our country has developed infrastructure, low labor costs, and strong demand for delivery services. Hundreds of packages loaded onto one vehicle can greatly reduce costs. This isn’t Shengrun Express’s achievement! Not only that, Shengrun Express can further lower labor costs by not providing social security and benefits to couriers. They can still make profits under this model, and then turn around and use the excuse of cheap delivery fees to force customers to accept poor service—that’s simply shameless!”
“Say no more—from today on, I unconditionally support Headwind Logistics! From now on, anything that can be delivered by Headwind Logistics will be delivered by them!”
“I hope all delivery workers can also open their eyes and vote with their feet! If all delivery companies were the same, then jumping from one to another wouldn’t make much difference. But Headwind Logistics is clearly much better than other delivery companies—why continue to suffer at other companies?”
“Right! Vote with your feet, support Headwind Logistics!”
“But speaking of which, this Lü Mingliang is really bold with his claims. Can Headwind Logistics really keep its promise not to raise delivery fees for ten years?”
“I believe it, because I trust Mr. Pei!”
“But Tenda’s organizational structure is also quite intense. Lü Mingliang, as the head of Headwind Logistics and direct manager, only gets bonuses? Whether the company makes money or not has nothing to do with him? This… no wonder that although they’re both high-level executives, Lü Mingliang gives people a completely different impression from Nie Yunsheng!”