After confirming that Jae-Yoon had left the call center, the department heads gathered around Jo Min-Hyeok. As expected, the shopping bags were the center of attention.
“Mr. Jo, what is this? Did he really prepare one for every staff member? It’s not just for the heads, right?”
“Shh. The CEO might hear.”
“Let him hear. I mean, I’ve seen all sorts of things, but this?”
The head of the Refund Department sneakily opened an envelope. Inside were three 100,000 won gift certificates for It’s Department Store.
Faces that were red with frustration melted into smiles. Other department heads had the same reaction because they knew that this could soothe the employees who were on the verge of packing up and fleeing.
“Let’s quickly distribute these and try to soothe them.”
“Mr. Jo, you’ve only worked for It’s, right? How long has it been?”
“Next year, I’ll be going on my 20th anniversary leave. Why?”
“Have you ever received something like this before?”
The Home Appliance Department head narrowed his eyes and glanced back and forth at Section Chief Jo and the envelope.
“Would I have? This is seriously the CEO taking great care of us. You didn’t see it earlier. I almost felt guilty.”
“I know, I know. Wow...this is crazy. 300,000 won times 200 people. Yikes. My God. The CEO is really awesome. The company must be changing for the better if they’re taking care of even the lowest-ranking employees like this.”
“Keep it down. You’re drooling.”
Watching the department heads leave with grins while holding their envelopes, Jo Min-Hyeok finally breathed a sigh of relief. At least there would be no chance whatsoever of half the staff running away like last time. For that alone, the value of the envelope was more than enough.
A warm atmosphere began to circulate through the chilled call center.
The ignition of the Home Run incident was a single-line post.
The post had been topping the best section on the biggest shopping community, Jireum Today, over the weekend. There were users calling it clickbait for attention, while others agreed with its content.
The views and comments kept increasing. Jae-Yoon checked the bookmarked post to grasp the reaction.
( Title: Home Run = Steam Locomotive )
( Content: Wow, It’s sold 20,000 of these. They really sell well. )
( Comments: 451 new )
└ Steam locomotive? Does that mean it’s that powerful?
└ Powerful my foot. It means it’s super loud...
└ Are there any buyers here? If you bought Home Run press like (762 likes)
└ First, put it in neutral gear.
└ You get what you pay for, can’t expect cheap and good...
└ Get to the main points.
This was not even the most discussed thing. As he scrolled through the comments with a heavy heart...
└ They’re giving 50,000 won app credits to buyers?
└ Liar no no. Seriously…
└ It’s true (link) Check it out.
└ Whoa really? Can’t say no to 50,000 won credit.
Little by little, the comments changed. The consumers’ hearts sway like reeds in the wind.
If others are buying? Then I will, too. Conversely, if others are returning and saying it’s bad? Then I, too, will return.
Even if they were satisfied using it so far, disliking it for no reason when others did was human psychology.
However, the signs of public opinion reversing mean it was worth betting on victory.
Jae-Yoon closed his phone and went up to the rooftop. Leaning against the railing, he looked down at the Yeouido cityscape and thought.
It’s not just about losing sales and incurring return costs. The aftermath is always scarier. A single review on a trustworthy shopping community can lead to a return crisis. A situation where a word from a well-known community member can sway millions in sales must be watched cautiously. And, the opposite situation always exists.
“It doesn’t make sense. Isn’t it a system error?”
“No way.”
“How much did sales drop? Below 3 billion?”
“It’s barely touching 2 billion.”
“That Tae… Oops! How about Mr. Tae-Min and the team leader?”
“The team leader took the day off, you remember?”
“My goodness. That team leader…”
As Jae-Yoon tried to put out his cigarette and go down, he heard the voices of Team Leader Kim Tae-Hyeong of the General Team and Deputy Manager Seo Tae-Min from afar.
When the two realized Jae-Yoon was coming back, they looked at each other in confusion, and then they bowed their heads deeply.
“Good afternoon, Mr. Min.”
“Ah. I meet the busiest people of today here. Well, carry on.”
Team Leader Kim bit his lip and glanced at Deputy Manager Seo.
Jae-Yoon pretended not to notice Team Leader Kim’s expression and went down to the CEO’s office. After all, weren’t they the concerned party from that division? He knew better than anyone what kind of feelings they must have. They would need time to secretly exchange opinions among the team members.
After confirming Jae-Yoon had entered the stairwell, Kim Tae-Hyeong irritably took out a cigarette and lit it.
“Oh my, Tae-Min, did you see the CEO’s expression just now?”
“Yes.”
“He looked pissed off. You think he’s mad?”
“I’m not sure. I couldn’t really tell.”
“That’s why you still have lots to learn. Tae-Min, we’re screwed. Ah, shit. Of all days, that Choong-In took a day off. What should we do? Huh? Hey, you just want to keep looking at your phone?”
“I sent a text to him.”
“What?”
“That it’s not 100 million in sales per minute, but 100 million in returns.”
“Oh, boy. You crazy punk.”
Deputy Manager Seo answered sluggishly, his eyes still glued to his phone, “That’s why I told you not to do it.”
“Is that what you should be saying now?”
“When else should I say this then? You asked, so I answered.”
“Whoa. I knew you were stubborn, but to dodge responsibility like this?”
“I can’t dodge it. I’m part of the team, too. Mr. Kim Tae-Hyeong, shouldn’t we go to the CEO right now and apologize deeply? You’re the person in charge, Mr. Kim. The CEO is already resolving everything himself when it’s something you should be handling.”
“Hey, you. If anyone has to apologize, it should be that Choong-In, not me.” Kim Tae-Hyeong lit another cigarette and continued, “50,000 won in-app credit... The Marketing Department approved this so easily. How simple. What have we been doing all this time? Strategy meetings and all. There was such a simple solution?”
“Why would they need approval? Do you think the CEO is the CEO for nothing?”
“Right. The CEO isn’t the CEO for nothing. Just say ‘go ahead with 1 billion’ and it happens! Shit. How unfair is it for those who aren’t the CEO?”
“But to be honest, Mr. Kim, nobody thought of the in-app credits.”
“What? Even if someone had, would it have gotten approval? Would the team leader have approved it?”
Even as he said this, Deputy Team Leader Kim Tae-Hyeong looked like he had been slapped. Whose side is this Seo Tae-Min really on?
“Leaving aside the matter of approval and proposals, the fact is we never even conceived of this idea in the first place. What’s the point of saying that now? I honestly think the CEO is impressive. To come up with such a thought in this short time.”
“Amazing, sure. But isn’t solving it with money the easiest?”
“Solving it with money is the easiest, yes. But not everyone can make and implement that decision on the spot. It’s not just a small amount. It’s 1 billion won.”
Seo Tae-Min shrugged and fiddled with his cell phone. Team Leader Kim Tae-Hyeong tried to suppress the anger rising in him and said to Seo Tae-Min in a low voice, “Tae-Min? Mr. Seo?”
“Yes, what is it?”
“I’ve always been curious. Whose side are you on, really?”
“I told you before, I’m with you, and it’s not a game. So why do you keep talking about sides?”
“Forget it. Why do I even bother talking to you?”
“What can I do? You should think carefully too, Mr. Kim. It seems like the good times are over.”
Team Leader Kim Tae-Hyeong could only look on in disbelief as Deputy Manager Seo Tae-Min smirked and walked towards the staircase. He was speechless, but he couldn’t argue. After all, Tae-Min’s words were not entirely wrong.
“Here are this morning’s return rate documents.”
“Let’s see. Everything that needs to be in is in. Luckily, the returns have decreased significantly. Call volume is stabilizing too.”
“The CS staff have calmed down as well.”
“Really? They looked like they were ready to eat me alive earlier.”
Section Chief Lee Hyun-Woong smiled pleasantly instead of answering.
Jae-Yoon continued, his eyes fixed on the data, “Wow... No matter how much you defend it, the return rate is over half.”
“Even so, it’s on the low side compared to the noise it’s been making. The internet and YouTube were making such a fuss, as if they couldn’t sell anything.”
“Did you send out the press release right away?”
“Yes. It was sent out as soon as it was decided. It was sent to five major media outlets.”
“The Strategy Team is fast.”
“It’s directly related to the company’s image. Thanks to your quick decision, we managed to recover quickly.”
“Shall we take a look at the articles?”
As intended, the article was being uploaded.
[ We will refund you unconditionally! It’s Home Shopping’s generous customer service! ]
[ It’s Home Shopping, an unprecedented return incident. What’s the response? ]
[ ‘50,000 won in-app store credit!’ It’s Home Shopping, the CEO’s bold move. ]
[ ‘We will refund even used products!’ It’s Home Shopping’s return policy. ]
[ Consumer Solidarity Representative, ‘The home shopping industry should follow It’s Home Shopping’s example.’ ]
.
.
It started with a press release, but after that, various media outlets poured out favorable articles about It’s Home Shopping’s response. It was a fiery response that even a grumpy reporter could not help but acknowledge.
Jae-Yoon clicked on the article and sorted the comments by popularity.
└ Admitting product flaws and apologizing coolly is so awesome (1,829 likes)
└ 50,000 won ㄷㄷㄷㄷ Is this even possible? (923 likes)
└ Other home shopping networks should learn (702 likes)
└ It’s not just about the money. Is the CEO for real? (551 likes)
└ Looking at the reviews, there seems to be some exaggeration, but thankfully they’re accepting returns (316 likes)
While Jae-Yoon and Lee Hyun-Woong were happily checking the article, the door to the CEO’s office suddenly opened.
“Mr. Min. Let’s talk for a minute.”
Team leader Park Choong-In panted, his hands on his hips. Seeing his labored breathing, even Jae-Yoon felt like he was suffocating for no reason.
“Mr. Park, calm down. Sit down for a moment.”
Isn’t he going to collapse from hyperventilation? He opened the door to the CEO’s office without even knocking, with his face flushed.
Jae-Yoon took a bottle of water from the table and handed it to him.
“I think you should have some of this.”
Park Choong-In glanced at Lee Hyun-Woong, roughly opened the cap of the water bottle and started drinking it. He wiped his mouth with the back of his hand and opened his mouth.
“Mr. Min, what are you doing now?”
“Do you feel like you’re going to suffocate?”
Park Choong-In frowned at Jae-Yoon’s relaxed expression and replied, “That’s not what I’m talking about right now.”
“Oh! Are you talking about Home Run by any chance? Why? Isn’t this story and Home Run the same? I solved the problem when it came up, but as soon as the work was finished, you started yelling.”
“Sigh. Really now?”
“Anyway, is there something urgent?”
He used to be a stylish guy. Where did the guy who used to wear designer clothes go? His hair was a bit unusual, like a magpie’s nest.
Jae-Yoon glanced at Park Choong-In’s appearance.
Park Choong-In awkwardly tugged at his T-shirt and replied, “The 50,000 won in-app credits, how will you take responsibility? Deciding on your own without consulting the team leader, is that acceptable? It’s 1 billion won, 1 billion won. Haa.... This is the real abuse of power. Why did you scratch it up when it would have been solved on its own? It’s not like you’re planning to destroy the General Team. Don’t you think you should think about it and respond instead of making impulsive decisions like this? There are many ways to solve the problem, but why did you choose the store credit, the one that costs the most money?”
I saved the guy who fell into the water. I’m shocked by the sound of his return. Yes, pride is acknowledged.
“Team leader Park Choong-In?”
“Yes?”
“I don’t see your point. Can you summarize in one sentence? I’m quite busy.”
The sales dropped from 3.7 billion won to 1.5 billion won. In terms of sales alone, it was a decent performance.
However, the delivery and logistics costs for returns, as well as the responsibility for the 1 billion won in app store credit, fell entirely on the General Team and Team Leader Park. Considering the team’s performance evaluation for the year, his head was spinning. And yet, the CEO was all smiles?
Team Leader Park swallowed his saliva and calmly spoke again, “The in-app credit alone is 1 billion won. It’ll be allocated from the marketing budget. What does that make us?”
“So. Mr. Park, you’re saying that you’re afraid that the General Team’s evaluation will be ruined because of that 1 billion won, right? Surely not?”
“That’s not what I’m saying. Phew… I mean…”
After chugging the rest of the water, Park Choong-In replied, “Do you think 1 billion won is a joke?”
“Mr. Park, how much was our marketing budget this year?”
Park Choong-In hesitated and replied, “I think it was 50 billion won.”
“Bingo!”
50 billion won in the annual marketing budget. And then the in-app credit. At the mention of the marketing budget, the calculator in Park Choong-In’s head began to spin rapidly.