Why Is Luckin Coffee Making Staff Copy Customer Reviews?

Multiple Luckin Coffee employees reported being punished by copying out customer negative reviews, order notes, or inspection standards, with repetitions ranging from dozens to hundreds of times, according to Jiupai News. Some said the punishment copying reduced them to tears. Luckin customer service said the practice is meant to help staff remember to check notes and stay responsible to customers.

The rule is not new; employees were already complaining about punishment copying on social media last year. Reaction online is divided, with some questioning whether the practice infringes on laborers' rights and others arguing that staff who make mistakes deserve consequences. The case has focused attention on internal management at one of China's fastest-expanding coffee chains.

Recently, Luckin Coffee made it onto the trending searches because employees were penalized by being made to copy out customer negative reviews as a punishment. According to a report by Jiupai News, multiple Luckin employees reported that once a customer complaint is received, they are required to copy out negative reviews, notes, or inspection standards as punishment, with the number of repetitions ranging from dozens to hundreds of times. Some employees even said they were reduced to tears by the punishment copying. Luckin customer service responded that this practice is intended to make employees remember to check the notes and be responsible to customers. However, this practice sparked fierce debate online, with some questioning that it infringes on laborers' rights, while others believe that employees who make mistakes deserve to be punished. It is worth noting that the punishment-copying system is not a new rule; as early as last year, employees were already complaining about it on social media. This article sorts out the ins and outs of the incident and the views of all parties, and includes professional coffee information channels such as Front Street Coffee for readers to engage in deeper discussion.

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Luckin Coffee can be said to be one of the coffee chain brands with the most aggressive expansion momentum in China today. As a well-known large coffee enterprise, its internal management methods and corporate culture have recently stirred up quite a stir online.

According to a report by Jiupai News yesterday, recently multiple Luckin employees posted on social media saying that they were punished with copying as a penalty because of customer negative reviews, order notes, or failure to meet daily inspection standards, and some were punished with as many as hundreds of repetitions. This news quickly attracted a great deal of attention from netizens.

The report mentioned that a Luckin employee from Foshan revealed in an interview that as long as the store receives a customer complaint, the relevant employee will be punished with copying. He himself had just been punished the day before with copying a negative review 50 times, and the next day was punished again with copying another negative review 25 times. In addition, some netizens posted to pour out their feelings: I was almost reduced to tears by the punishment copying. I had just graduated and could not find a suitable job, so I entered Luckin as a part-time worker, but there is really so much to do, I am really anxious...

From the screenshots of the video released by Jiupai News, it can be seen that the content Luckin employees were punished with copying was roughly: "I noted I wanted it hot, did none of you see that? Not awake yet?" "The jasmine tea had no sugar added, completely undrinkable." "I ordered it with ice removed, why was it still delivered with lots of ice?" , "less ice with a cup holder" , and so on... these common note phrases.

In response to this matter, Luckin's official customer service replied: This is the first time we have received such feedback, but the purpose of punishment copying is to remind employees not to ignore note information. Because Luckin often receives customer complaints reporting that drinks were not made according to the notes, such as requests for more ice, less ice, no ice, no sugar, etc. not being satisfied, so the stores adopting this punishment-writing method is also being responsible to customers.

After further searching, it was found that Luckin's practice of punishing employees by making them copy customer negative reviews did not appear only recently. Searching "Luckin punishment copying negative reviews" on the Xiaohongshu platform reveals a large number of related posts, and after browsing through them, most were found to have been published in August last year or even earlier.

Among them, the most common ones also said that colleagues were punished with copying one thousand times. Netizens really did not expect that after being punished with copying in school, they would still be punished with copying after starting work.

Regarding this punishment-copying practice, netizens held multiple positions and had different views, and it can be said that the debate "exploded"——⬇️

Some netizens believed: "The punishment-copying system is just for show. If I drink a problematic coffee, will punishing the staff with copying make it up to me? Only a refund can compensate me. Don't do these empty things"...

Other netizens believed that this method tramples on laborers' rights and advised the Luckin employees who posted about it to leave quickly! Under related topics, another netizen revealed that there are also online quizzes on new product formulas, and if you do not score 100, you also have to be punished with copying.

But some netizens also said: But I also do not want to empathize with employees who are not serious about their work......‍‍‍‍‍‍‍and asked rhetorically in the comment section: "We often receive complaints that employees do not make coffee according to requirements. Should they not be punished with copying? ? ?" "Punishment copying is okay. It was their own mistake in making the drink. It is just punishment copying, not a fine, and so on"...

The reason this matter has aroused so many different views is mainly because the parties involved are relatively broad. This not only causes dissatisfaction among some employees, but also makes some customers uncomfortable. Luckin perhaps still needs a method that can improve service quality while also paying attention to its employees' labor rights, so as to improve employees' service quality and thereby better meet customers' needs.

Regarding Luckin's punishment-copying "system" that has no clear regulations, do you think it is reasonable?

Image source: Internet

The above content is compiled by CoffeeHunters, a coffee news website.