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Apology from the founder of waterdrop chip review of waterdrop chip incident

Apology from the founder of waterdrop chip review of waterdrop chip incident

In December 5th, Shen Peng, founder and CEO of water drops, released an open letter on the official account of the water droplet convergence and the micro-blog water drop design Shen Peng. Shen Peng said in his letter that being wrong is wrong. We will never avoid problems. We must face and solve problems directly. Waterdrop chip actively and openly accepts the supervision of the public and hopes to win the trust of users again.

At the same time, Shen Peng also said in the letter that the original intention of shuidi company is to 'use Internet technology to help promote the protection and medical treatment of the people', have the confidence to solve various challenges and difficulties in the process, and make changes in the development more reasonable to prove the value of shuidi.

The full text is as follows:

In April 2016, I left meituan review, for which I had worked for more than 6 years, and founded waterdrop. The original intention of founding waterdrop comes from the fact that I was hospitalized for 8 months due to injury when I was 12 years old. During hospitalization, I saw that doctors could save people from fire and water. I also saw how a serious illness quickly consumed a family's savings. At that time, my heart was mixed. At the beginning of 2016, the mother of a meituan colleague of mine got a cerebral aneurysm. The lack of funds quickly put the treatment into trouble. The colleague had to turn to me for help, so I called on my colleagues to give support. They transferred to the Alipay account of their colleagues for help. Because the fund-raising operation was not convenient and transparent, it took nearly 1 months to raise the funds needed, and the colleague's mother almost missed the best time to treat.

In the past six years of meituan's entrepreneurship, I experienced the great impact of Internet technology on people's lives, so I started my business in this direction with the idea of 'using Internet technology to help seriously ill patients out of danger'. In three and a half years, starting from the original intention and mission of "using Internet technology to help promote the insured and medicable people", waterdrop company has done waterdrop insurance mall, waterdrop mutual assistance, waterdrop financing and other businesses.

Last Saturday morning, some media reported that there were problems in the service link of the offline team of waterdrop chips. After seeing the news, I and relevant colleagues such as the general manager of waterdrop chip business set up a working group for the first time to carry out corresponding investigation, and comprehensively suspended offline services. Everyone's trust is the cornerstone of water drop financing! This time, we failed to live up to the trust of loving users. On behalf of all members of waterdrop chip, I say to you: sorry!

The original intention of waterdrop to establish an offline service team is to better help patients who are poor due to illness who are less likely to initiate fund-raising on the Internet. In order to better serve this group, we currently have hundreds of offline fund-raising service personnel. The most criticized thing about this incident is how the offline service team of waterdrop chip can do something against the rules for 'Commission'. Indeed, although we comprehensively considered the authenticity of the project, service quality and the number of patients in the initial performance setting, there were serious deviations in the offline actual management and implementation process due to insufficient emphasis and publicity on the first two. This is the management responsibility of our management. Our values do not go deep into the hearts of our employees, and our management actions are not in place.

What needs to be clarified again is that since the launch of waterdrop financing, we have taken the lead in proposing the network serious illness fund-raising 0 service fee, and have helped users bear the payment channel handling fee in the form of relief fund for quite a long time. The so-called 'Commission' is actually the reward paid by the company to the offline service team, not from user fund-raising.

This incident helped us find the problems in the management of waterdrop financing, but I believe that our original intention to adhere to the good and free rescue of seriously ill patients has not changed. Up to the present preliminary investigation, similar phenomena of offline personnel violating service specifications do exist to varying degrees, which has brought certain damage to the personal help seeking mode. We are further investigating and discovering problems, and will continue to announce the progress to you in time.

Up to now, the company has established three inspection teams for comprehensive investigation and rectification, namely, the in-depth self inspection team of offline team, the special quality inspection team of headquarters and the company's independent supervision team to comprehensively investigate the offline services. The company has identified the illegal offline staff involved in the relevant reports, and all colleagues directly or indirectly involved in the violation will be responsible for this. For the sustainable development of waterdrop financing, we have the courage to take responsibility and heal our wounds, and relevant penalties will be implemented in the follow-up.

At the same time, we began to strengthen discipline training and improve service standards, and implement assessment. Since November 30, we have carried out the first round of training around values and high-voltage lines, service audit specifications, service performance upgrading, recruitment and selection, and the second round of training since December 4. All relevant personnel need to participate in the training and pass strict examinations. They can take up their posts in the future after passing the examinations.

On the other hand, I'm also a little confused these days. Many former helpers thanked and encouraged us by leaving messages and text messages. Some employees came to me to express their grievances and puzzlement, because they found that the public still had some misunderstandings about waterdrop company and waterdrop financing:

In recent days, I've seen some netizens understand waterdrop financing as a charity. In fact, the core essence of waterdrop financing is a free Internet personal serious illness help tool, which can help troubled seriously ill patients ask their friends for help and solve the problem of medical funds more efficiently. Relevant laws do not prohibit individuals from seeking public help in case of difficulties, but the efficiency of offline help is relatively low. Many people have personal experience that it is difficult to borrow money and urgent money. In addition, the non traceability of online and offline funds makes it difficult to track donations, and these problems can be solved through the Internet.

At the same time, waterdrop's business model is also controversial. Shortly after the launch of waterdrop chip in July 2016, we found that waterdrop chip is a very good educational scene for netizens' health insurance awareness. With the help of waterdrop chip, we can correctly popularize the value and necessity of insurance protection and recommend suitable products to different consumers, To prevent more people from having to raise money in the future because they have no prior protection. This is why we want to be a waterdrop insurance mall, so that waterdrop can develop healthily and sustainably. There are also many authoritative institutions, so the business model of shuidi company is a social enterprise model.

Although waterdrop is still at a loss, we insist on paying a certain proportion of the company's financing funds to support the operation of waterdrop's financing business. We never charge any service fee or fund-raising commission from fundraisers, because we are confident to find other suitable profit points to support the development of the whole company.

Since the first day of its birth, we have been trying to solve a social problem. The original intention of shuidi company is to 'use Internet technology to help promote the insured and medicable people'. We focus on the field of Internet health insurance, hoping to provide pre insurance protection for the majority of Internet users and help them after they get sick.

Such an innovative approach may have aroused doubts and debates among some people, but we are confident to solve various challenges and difficulties in the process and make changes in development more reasonable to prove the value of water droplets. If one day, everyone can effectively solve the problem of medical funds after illness, I believe it will also be a glorious moment for shuidiji to complete its mission.

Last year, waterdrop chip won the annual social enterprise award for "effectively solving social problems by commercial means and actively undertaking social responsibility". Subsequently, relevant academic institutions defined waterdrop as a 'hybrid organization' because 'waterdrop's business model reflects the mutual driving force between business activities and social mission, which has become the source of innovation'. This is the business essence we are exploring and pursuing. There is social value in our business model. I also hope you can give us more suggestions on how to continue to upgrade this meaningful model.

If we return to this event itself, wrong is wrong. Our management needs to be improved and our business needs to be improved. We will never avoid problems. We must face and solve problems directly. In the process of improvement, the management of its offline service work is complex and takes time, but during this period, there are external forces such as third-party organizations brushing comments to promote the guidance of public opinion on the side of non objective facts. When the pressure is greatest, I even thought that if the offline team of shuidi chip can't manage it well, Do you want to hand over water drop financing to relevant public welfare organizations as others say? But I am a very tough entrepreneur. I believe that all shuidi partners will overcome difficulties as long as they self-discipline, serious rectification and continuous improvement with higher standards!

As the pioneer of the domestic Internet personal help 0 service fee model, waterdrop chip has aroused everyone's anger due to management problems. As the founder, I must bear the responsibility and apologize to you again! Anyway, we are going all out to optimize our current work. Facing the complexity of offline work management, we actively and openly accept the supervision of the public! Thanks again to the users who have always supported us for their tolerance. We hope to achieve long-term development under scientific and effective supervision and restraint of the industry. We will also use all resources and strength to participate in and promote the industry self-discipline mechanism of online personal help model, work together with the whole society to govern together, and win the trust of more users again!

Waterdrop financing is full of challenges, but we do not forget our social responsibility. We must stick to our original intention and go all out to help more families in real need out of difficulties and create more value for the society!

Shen Peng, founder and CEO of waterdrop