How to go from an e-commerce novices to being a good e-commerce company? ——Share of Laogao e-commerce member

　　Hello everyone, I am Wu Wenbo. I started working in Taobao all year round. I had been starting a business before. It was difficult at that time. I didn’t think I worked in Taobao because I didn’t even have 500 yuan at that time. I was in my hometown. Everything I studied was paid by my parents. I really felt that my life was not easy before and wanted to seek some breakthroughs. So at the beginning, I was sending one piece online, but at the beginning I didn’t have a penny to invest, because I asked the manufacturer to send one piece for me. This nobleman gave me a lot of help when I was just starting out. I don’t know who this nobleman is until now, so now I want to say thank you to him, and this nobleman is in the audience. We are still in the same industry, and he is still my teacher. I can grow up gradually. In the past 20 or 6 years, we have been very good brothers, so there are many noble people on the road of life. It is because of them that we have the right time, place and people. So I hope today's sharing will bring you some small help. This is the value I am well-known today.

　　Everyone may encounter such problems when managing this industry. I feel deeply that recruiting people is very difficult. It is very easy to recruit a customer service. It is very difficult if you want to find a cutting-edge operational or technical talent. Almost impossible to find. The place is small and there is no one to find, and the company is small and it is difficult to attract talents. The second confusion is that it is difficult to retain people. Everyone knows that the consumption in coastal cities is particularly high now. When the family pressure of employees suddenly rises, economic expenditure will become particularly large, and they will need higher salaries. The third is the difficulty of educating people. I just don’t know how to cultivate talents. I think our team is not professional enough, so how can we attract talent? The fourth is lack of motivation. Many people think that I work for my boss and that's the mentality of many people, which is the idea of ​​grassroots employees to withdraw their lines. How many people will truly regard this place as their home, so if this continues, our operators will only be more tired. Also, employees do not know how to be grateful. How to develop the company healthily may the boss pursue high profits and use many illegal methods, so he will be very tired.

　　You may encounter many difficulties, and today I would like to talk to you about how I solved these difficulties. I think this is the boss's problem and I didn't grasp the details of the employees. The employees have many ideas and they don’t understand the boss’s ideas at all. So these are all things we encounter when doing e-commerce, so how to solve them? I think employees first need to get a salary when they come to this platform, but I think what these young people are more important now is their future expectations. What they are eager to get on this platform, what they can improve on this platform, and what they can gain. I think the latter is more important than possible. This is something we are doing now, so what do we want as a company to give them? The first thing is to help them improve. Second, standardization must be established within the team. The third is to clarify everyone's job responsibilities. Many people say why I can get a salary of 2,000 yuan and he can get a salary of 6,000 yuan. Everyone hopes that they get a lot of salary but do very little things. In fact, there is no such thing in the world. We need to clarify job responsibilities, how much power they should have, how much responsibility they bear, how much profit distribution they can get. This is an affirmation of talents. This is a reflection of talents. The core competitiveness of enterprises is talents, and what is more important than talents is the talent training mechanism. I have set a 23-month glorious step for everyone, direct train promotion, detailed page optimization, four all skills, and data statistics and analysis work. I use certain standards to reflect the details. Every day there is a process table, one by one. What are its assessment standards? What is his salary standard? How long is the expected time? What is the elimination mechanism at this stage? Later, there was the operation assistant, and then the operation director, which was the basic route for our personnel training. We also divide customers into three paths. The first is the path of gold medal customer service , the second is the path of excellent management, and the third is the path of social management. For each level of route, we let them learn different things. Each stage has assessment standards, salary level, and promotion standards for the next stage of daily use. So many people have complained before, why have I worked for so long and why have I received so little salary? I think everyone can now find their own position based on this form. This is what he wants to do at each stage. This is what the company must do. When a person who joins the company knows what he wants to do, he goes to which level everyone needs his growth path. This is what the company needs to help him make plans. I will design the standardization of each department, including the standardization of the operation department's customer service department and the standardization of the design department. I have asked relevant personnel to formulate standardization for us before, so that every employee will know what I want to do when he enters the company, and then we will also standardize many positions.

　　There is a customer service department standard. According to the basic customer service requirements, we can recruit people according to this. What kind of abilities he needs, what kind of work experience and what kind of job responsibilities he needs, what kind of mentality he has, what kind of typing speed is, the second is the work and rest time he goes to work, including his personal hygiene, how to adjust classes, duty situation, and the learning of newcomers. Now we require that we must finish all these, take the exam and pass, and only after passing the exam can we get on the computer. You may get 20% of the traffic on the first day. According to your performance, the traffic will gradually increase, and the situation may not be ideal after getting on the computer. It will limit traffic, and all the problems encountered during the reception process will be listed, including some sensitive issues, including some communication skills. I think it is particularly necessary to summarize, including gifts and skills, put all possible problems on the table, improve them bit by bit, and what kind of logistics to send, and what to do if delayed, these are the problems that everyone encounters in daily life. If you give them the standard answers, you will greatly improve your work efficiency, so I hope everyone must establish the standardization of job responsibilities. After establishment, it is not a one-time solution, but also requires constant changes and updates.

　　Then I want to talk to you about the matter of responsibilities and rights. Everyone hopes to take a lot of money to do very little things. If you have such rights, you will have corresponding responsibilities, and I will have corresponding responsibilities. If something goes wrong, you will be the first person to be dismissed. You must give each of you employees a clear responsibilities, rights, and interests. The first is his responsibilities in this position, what rights should he have, who he can care about, and what things he can do. To achieve appropriate supervision, the first thing to do is to clarify responsibilities.

　　As a business operator, you must look at three tables. The first is the cash flow statement. I think this is a timely statement of which company can survive. The second table is called the gross profit statement, which is how much profit it generates every day. The third table is the balance sheet. You have to see if your money is pressed on the goods. If it is pressed on the goods, it is not the money you make. I think the balance sheet is to clearly identify all the property in the company, and these should be reflected in a very detailed manner.

　　We must ask clearly why employees are willing to follow us and why they work with us wholeheartedly. This is what we need to think about and do. Only when we think about this and do it can we lead a group of people. I think with such a group of people, we will succeed in everything we do.

　　Actually, what is really important is corporate culture. I have been learning a business idea. Later, when I went to a Japanese store, I felt very thirsty. The waiter brought me a glass of water. I think they did it very carefully, but I think this cannot be achieved by the boss's training. I think this is the content of culture. Before I talked, I wanted to invite someone to talk to me about what the company's mission, vision and values ​​are. Mission is what you want to do on the first day of your establishment of this company and you want to do in your bones. The second is vision, which is the idea of ​​what your company will become in five or ten years. This can match the mission. When these two things meet, there will be some interesting chemical reactions, just like injecting chicken blood every day. She thinks that doing this is to make this thing meaningful. If these things continue, my life will be different, my career will be different, and what are the values? Values ​​are some of the operating methods and methods of our work on the way forward. They are written by the founders. They are not illusory things, but are subject to assessments. Culture is assessed. Culture must be important within the company. The system is to strengthen culture. All systems emphasize values. Your system emphasizes mission, vision, and values. If the system is done well, it can be relatively less. Based on these three things, you will consider other things.

　　Strategy is the combination of strategy and strategy. Strategy is determined by the boss. Its instinct is very important. Strategy must not be discussed, but strategies that are not discussed are nonsense. Basically, traditional strategies are about whom you provide services and how you provide a service competition environment. You have to consider all these things, but the most important thing is that you still have to figure it out. Is this consistent with our company's mission? Should the vision get closer or further away? Is this possible? Is our resource allocation enough? The question we should think about is still to think about. It is very important to quickly adjust the organization in the future. The most important thing about the strategy is what kind of organization you have implemented and who will do it? What are the assessment indicators? These three issues are called the implementation of strategies. If the system is not good, it is not a problem of one or two systems, but a problem of people who cannot do it. There is no perfect system in the world, and there is no perfect person in the world.

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