Chapter 7 If you can't poach the manager, just poach the waiter!

In fact, there are many hot pot chain restaurants in the country that are bigger than Haidilao.I asked Zhang Yong: "Haidilao's business is so good, why don't you open more stores?" Zhang Yong said: "We don't open more stores, not because we don't have money, but because we lack qualified people. The people recruited from the street must be trained before they can become people who meet Haidilao's standards. Haidilao's hot pot restaurants must be run by Only people who meet Haidilao's standards can have such a high return. How many stores we open each year depends first on how many qualified cadres and key employees we can train, and then on how much money we have to open new stores; over the years we have always had more than enough money. "

I asked Zhang Yong: "What is a person who meets Haidilao's standards?" Zhang Yong said: "There are many standards, but the principle is very simple. They are good people who are not afraid of hardship. For example, Haidilao's employees must be honest and hardworking, and they must be able to serve customers quickly, accurately and politely; they must be able to discover the potential needs of customers, not only If you know how to use your hands, you must also use your brain to serve; you cannot gamble, but you must be filial." To become an official Haidilao employee, you must make the following oath: I am willing to work hard, because I look forward to a better tomorrow; I am willing to respect every colleague, because I also need everyone's care; I am willing to be sincere, because I need a clear conscience ;I am willing to accept opinions with an open mind, because we need success too much; I firmly believe that as long as you pay, there will always be returns.

But Sichuan is a big mahjong province!Someone jokingly said: "Before the plane lands at the airport, you can hear Sichuanese playing mahjong!" At least one-third of the tens of thousands of Haidilao employees are from Sichuan.I asked Zhang Yong: "Do you also care about gambling and filial piety?" Zhang Yong said: "It's not just about control, it's an iron law! Gambling will be fired! Those who are not filial to their parents and loyal to their families cannot be cadres! Our cadres must take an oath when accepting appointments." I asked, "Why? "

"It's very simple. If a person is so selfish that he doesn't care about his parents, he will definitely care about every detail when working, and he will not be able to be kind to others; when faced with temptation, he may take reckless risks. People who like to gamble are people who like to take shortcuts. I devoted myself to the hard and tiring work." Zhang Yong said. Hey!Zhang Yong is a bit like a moral education teacher. "Cultivating people is easier said than done, because people are alive. This problem is still our most troublesome problem! Mr. Huang, tell me, is there any process and method that can be continuously produced like manufacturing cars? Cultivate cadres and employees who meet the standards?" Zhang Yong asked me.

I thought for a while and said, "I don't believe so. It stands to reason that a university is a factory that manufactures talents. But the best university in the world cannot meet the quality standards of the worst car factory in the world. People are not mechanical parts. The gap between graduates is too great!" Although Haidilao has not solved the most troublesome problem for Zhang Yong, the people who have worked in Haidilao are different.After Haidilao hot pot became the best, many restaurants went to Haidilao to recruit people.Naturally, the store manager should be dug out first; if the store manager can’t be dug out, then the lobby manager can be dug;

I once asked a restaurant owner who had poached Haidilao's waiters: "Everyone poachs managers, why are you poaching waiters?" She said: "I can't dig out their store manager, and the Haidilao waiter's head is also flexible, and he can be the foreman in our restaurant. We have eaten at Haidilao a few times, and no matter how picky we are every time, we are stunned. There is nothing wrong with it. Once, one of our managers wanted to weigh a plate of mutton to see if it was enough. The waiter was not only not bothered, but also said, brother, do you use our kitchen scale, or should I buy you an electronic scale outside? The result , our manager burst out laughing, and then frankly said that he was in the same industry, and deliberately came to find fault. The little girl said, I have long seen that you are in the same industry, and we are more welcome if you are in the same industry, because you are forcing us to do better Okay. I asked that little girl how many years she has worked in Haidilao, and she said it was only 8 months!"

How are Haidilao people trained? Zhang Yong is the first employee of Haidilao. In 1994, Zhang Yong, who worked as an electric welder at the Sichuan Tractor Factory, set up four tables in Jianyang County. With the help of his parents, he sold Malatang in his spare time. This was the prototype of Haidilao. Zhang Yong said: "I don't know how to make soup or stir-fry, and I don't even know what hairy belly is, and the location of the store is not well chosen. The only way to survive is to have a good attitude. What customers want, hurry up; what customers have If you are not satisfied, please make more smiles. At the beginning, I didn’t know the tricks and often made mistakes. In order to satisfy people, I gave more than sold. As a result, although the customers said that my food was not delicious, they were still willing to come .”

After half a year, Zhang Yong earned his first pot of gold—10,000 yuan—from a string of mala tang for ten cents.A young man picks up 10,000 yuan, or his parents give 10,000 yuan, and he earns 10,000 yuan by selling 200,000 sticks of Mala Tang, which are different money.The first 10,000 yuan is a flood, which will wash away the seedlings at once; the latter 10,000 yuan is a spring rain, which moisturizes everything silently. Zhang Yong, who sold 200,000 strings of Mala Tang, came up with two words - service.Zhang Yong said: "If customers feel happy eating, they will praise your taste; if they think you are cold, they will say it is bad; service will affect customers' sense of taste!"

If all restaurants need good service, hot pot restaurants need better service.Because hot pot is different from other dishes, every guest is half a chef when eating hot pot. Not only does he have to season the ingredients himself, but he also cooks various ingredients in the boiling soup according to his own preferences and tastes, so eating hot pot People who eat other dishes need more service than those who eat other dishes; especially Sichuan hot pot is strong and spicy, and most people can't tell the different tastes of different hot pot restaurants in the end; therefore, in terms of location, price and When the environment is similar, the quality of service is the most important factor for customers to distinguish between good and bad hot pot.

What is good service?It's about satisfying customers.What is a better service?It is to impress customers. How can we impress customers?It is to exceed customers' expectations, surprise customers, and let them enjoy services that they cannot enjoy in other restaurants in Haidilao.In this way, the difference between Haidilao and other hot pot restaurants can be reflected; therefore, when customers want to eat hot pot, they can only think of Haidilao. Management is really a practical art.Zhang Yong, who graduated from a technical school, found out the competitive differentiation strategy that business school professors regarded as gods in a remote hot pot restaurant in Jianyang, Sichuan.

However, Zhang Yong has one more ability than the professors, that is, he not only understands the differentiation strategy, but also makes the differentiation.