Source: Securities Times Comprehensive China Network, Daily Economic News, Southern Metropolis Daily, manner official WeChat account
Recently, the well-known coffee brand manner suddenly stood at the forefront of public opinion, "manner responded to the clerk pouring coffee powder on the customer" "A male clerk of Shanghai manner" Topics such as "Assaulting female customers" and "Manner employees' monthly salary is about 5,000 yuan" took turns to be hot searches on Weibo.
manner issued an apology and has cleared the content of two Douyin accounts.
html On the evening of June 21, @manner’s official Weibo posted a message saying that it was deeply sorry for the recent conflict between the company’s barista partners and customers. Afterlearned about the relevant situation, the company attached great importance to it, apologized to the customer as soon as possible, and also comforted the barista partner involved.
This incident violated the original intention of manner service, and we will learn lessons seriously. The company's management is deeply aware of its own shortcomings, and we will re-examine ourselves and actively rectify and adjust:
first, strengthen training and education for all employees of the company, and improve professionalism and service awareness;
second, optimize store operation arrangements , Reduce customer waiting time as much as possible and improve customer service satisfaction;
Third, strengthen daily care for barista partners, unblock barista partner care channels, improve barista partners’ work comfort, and pay attention to barista partners’ health.
We will take this as a warning and resolutely prevent such incidents from happening again. We value your suggestions and thank you again for your oversight.
It is worth noting that the contents of manner’s two official accounts on Douyin have been cleared, and the works are displayed as 0. The number of fans of the two accounts are 461,000 and 125,000 respectively. A third-party data platform shows that manner’s 30-day sales amounted to nearly 7.5 million yuan, with its main products sold being its ear-hanging coffee powder.
On the same day, two stores were exposed to disputes between employees and customers.
html On June 17, at the manner store 716 on Weihai Road in Shanghai, a clerk suddenly threw coffee powder in the face of the consumer during the dispute and made a loud noise. Shouting "Complain!" Later, the brand responded to the media and said that it had learned about the matter and would deal with it seriously. The clerk involved had been fired.According to Southern Metropolis Daily, on the same day, a dispute between employees and customers also occurred at the manner Shanghai Meihua Road store. At about 8 a.m., a customer complained to the clerk because he felt the waiting time was too long. After the clerk apologized, the two had a disagreement. The customer took out his cell phone to take pictures of the clerk, but the clerk snatched the phone away. The video shows that after the customer said he wanted to call the police and continued to film the store employee, the employee suspected of spilling the product on the customer, and then the two got into a physical conflict.
html On June 21, a reporter called the manner store at No. 716 Weihai Road where the coffee powder incident occurred, but no one answered, and no one responded to text messages. Later, some netizens on social media said that the store involved had temporarily stopped operating.At another Meihua Road store, reporters called the store and it was still open for business. The employee who answered the phone said that he did not know whether the employee involved had been fired on his first day at work. The company is currently handling the matter and the specific outcome is unclear. However, a user on the store's Dianping page stated in comments that the employee involved had been fired.
founder couple have a net worth of 7.2 billion yuan and are frequently on the rich list.
The official website of the company shows that manner coffee was founded in Jing'an District, Shanghai in 2015. The brand is affiliated to Shanghai Yinhe Industrial Co., Ltd., and its main products include latte coffee and espresso. ,Italian coffee. Based on Shanghai's local coffee culture radiating across the country, it currently has more than 500 directly-operated stores across the country and has developed into one of the largest specialty coffee chain brands in China.
In October 2023, manner announced on its official account that its 1,000th directly operated store had officially opened. At that time, the number of cities covered by manner reached 49. However, judging from the city store addresses on the official website, manner, which started in Shanghai, still relies heavily on the Shanghai market. , there is still a certain gap in the nationwide coverage of chain brands such as Luckin Coffee or Starbucks.
According to China Finance, financing information shows that in 2018, Capital Today injected the first batch of 80 million yuan into manner; at the end of 2020, the second financing was completed, with h capital and coatue as investors; in early 2021, the A+ round was completed Financing from Temasek; in May 2021, another round of hundreds of millions of dollars in financing was completed; in June 2021, ByteDance became another round of investors.
public information shows that Capital Today has withdrawn from manner. Thanks to the rapid expansion of stores, the founder of manner coffee frequently appears on various rich lists. In 2024, the founders of Manner Coffee, 39-year-old Han Yulong and 31-year-old Lu Jianxia, had a net worth of 7.2 billion yuan and were selected into the "2024 Hurun Global Rich List", ranking 3058th on the list.
