What is the boundary of consumers’ behavior in the Internet era?

　　Because of the severe punishment measures, and the couriers are mostly vulnerable groups in society, couriers are often the ones to bear when conflicts occur. Last year, the video of a SF Express courier being beaten attracted widespread attention from netizens. In the end, even SF Express Chairman Wang Wei expressed his desire to seek justice for his employees.

　　Similarly, due to the timeliness of delivery, deliverymen had to risk running through red lights and quickly traveled through the streets and alleys regardless of the cold and heat. Even so, a considerable number of deliverymen were still overwhelmed by the negative reviews.

　　Because it is still a new industry, the relevant industry standards are not detailed, and it is closely linked to our daily life, the right and wrong of couriers, takeaways and consumers is very likely to cause netizens to complain and comment. Some people complain about couriers and deliverymen, and some people defend consumers. It is extremely difficult to judge which one is right or wrong.

　　A bad review of who is right and who is wrong

　　Last weekend morning, I was walking on the roadside and happened to see a team of takeaway workers ready to send takeaways. One of the takeaway workers talked about a small thing that happened between takeaway workers: because a customer gave a deliveryman a bad review many times, the takeaway workers were fined so much that when the deliveryman received the order from the customer, they simply did not go to deliver the food but ate it by themselves. "Anyway, they were all giving bad reviews," the deliveryman said.

　　I didn't intend to judge the right or wrong between the deliveryman and the customer in this matter, but instead thought of the current service industry that is not harmonious in trading. What is the reason for such a tension?

　　At least an unreasonable negative review mechanism plays an important role in it.

　　The original purpose of bad reviews is to supervise service providers and promote the improvement of merchants' service levels. However, in actual operations, consumers abuse bad reviews, and merchants transfer the pressure to front-line service providers, which put them under excessive pressure. In addition to promoting the improvement of service levels, some conscientious service providers have also suffered unscrupulous grievances, and some unbearable service providers have even thrown their backs and played non-violent or even violent with consumers.

　　But if there is no participation in the negative review mechanism, the conscience of the capital will tell you how sad the merchant’s imagination is. It is just a small matter if the food is not delicious and the delivery is slow. As investors, consumers should get products and services that satisfy themselves and have the right to evaluate the services they receive.

　　Consumers can't spoil him

　　This is actually a game process. Consumers need to get the best service with the least money, and merchants need to make the most money with the lowest cost service.

　　Consumer behavioral boundaries

　　The key to the problem is that some consumers have crossed the boundaries. Because of capital indulgence, consumers have unlimited power and service providers have unlimited power, so that couriers will take the initiative to help consumers take out garbage in order to win possible praise; even though they know that running a red light is dangerous, many takeaway workers walk wildly on the road in order to miss the delivery time; young takeaway guys will even cry loudly by the negative reviews.

　　The result is that some consumers receive services that they should not be given, and some service providers bear pressure that they should not be given. The tension between the two sides is becoming increasingly tense, which objectively increases the operating costs of the industry.

　　A considerable number of consumers will take these as a matter of course by "I paid", but why not ask yourself: Are the express delivery and takeaway fees we pay more really worth these services? I'll give you a few dollars or even a few cents. Are you willing to do those things?

　　Both consumers and service providers must have their own behavioral boundaries. To a certain extent, "the customer is God" is not a lie, because believers and the Lord must also sign a contract that clearly defines the obligations and rights of both parties. But the current situation is that the contract signed by the buyer and seller is not that fair.

　　Everything has a price

　　Why can we get very good service now at relatively low prices? It is not the conscience of capital, but the fact that China's entire service market is relatively in a relatively low-level stage, and there has not been a dominant merchant. In order to occupy the market and cultivate consumers' consumption habits, various merchants have to use various discounts to win over consumers.

　　But this is not a normal market behavior, and consumers should not take these for granted. You must understand that the temporary discounts of merchants are for greater benefits in the future.

　　Business rules are the most real. Only when everything is profitable can someone do it. You can count any kind of service you can buy with a piece of money. If you spend 100 yuan to buy a product and service worth 200 yuan, then someone else must be paying for you. In the shared travel war, the travel red envelopes we have grabbed are all the investors behind Mobike ofo.

　　A normal market environment should be able to develop continuously by equivalent exchange, but now merchants use spillover services to abide by consumers, kicking away competitors who have no ability and capital to provide additional services, and eventually forming a factual monopoly, and then slowly reaping the market. In the long run, it is not consumers, not honest competing merchants, but capital.

　　This is not a good thing.

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