Chapter 8 The guests are caught table by table

Even employees who have worked in Haidilao for a day know the saying of Zhang Yong that "customers are caught by one table by one table". Why do you want to catch customers table by table?Because although the guests at each table come to eat hot pot, some are couples dating, some are family gatherings, and some are business banquets... Different guests have different needs, and the methods to impress them are not exactly the same. From buying vegetables, washing vegetables, ordering dishes, delivering vegetables, frying bottom ingredients, to washing dishes for customers, cleaning, collecting money and paying bills, Zhang Yong, who has done every job in the hot pot restaurant, knows that the requirements of customers are varied, and he strictly follows Processes and systems are used to serve at most so that customers can find no faults, but they will not exceed customer expectations.For example, it is impossible for any restaurant's processes and systems to provide shoe shine services for guests.

One day when Zhang Yong opened the hot pot restaurant, a local cadre he knew came back from the countryside and went to the restaurant to eat hot pot.Zhang Yong found that his shoes were dirty, so he arranged for a clerk to wipe them for him.This small gesture moved the customers very much. Since then, Haidilao has provided customers with a free shoe shine service. An older sister who lives upstairs in Haidilao praised Haidilao's spicy sauce when eating hot pot. Zhang Yong sent a bottle of hot sauce to her home the next day and told her to eat it later. send it. This is the beginning of Haidilao's series of "abnormal" services.

However, this differentiated service can only be realized creatively through the brains of each employee. The most important thing about opening a chain restaurant is the system and process. For example, how long does KFC French fries need to be fried in a certain temperature oil pan, and how many grams does a McDonald's hamburger patty weigh.But while systems and processes ensure quality, they also suppress human nature, because systems and processes ignore the most valuable part of the executor—the brain. Enabling employees to strictly abide by systems and procedures is actually tantamount to employing a person's hands instead of his brain.This is the most loss-making business, because human hands are the worst "machines", and it is impossible for anyone to repeat the same action without losing shape like a machine.The most valuable thing about a person is the brain, which can create and solve problems that cannot be solved by processes and systems!

The purpose of service is to satisfy customers, but customers have different requirements for the process of shabu-shabu and eating hot pot. The satisfaction of hot pot customers cannot be completely achieved by standardized processes and systems.For example, some people may want standard seasonings, some people like to make their own; The waiter rinsed it for him. Someone doesn't like the free plum soup and soy milk, can you give him a bowl of egg custard?Although there is a charge for egg custard, if an old man with bad teeth can eat a free bowl of egg custard, he may remember it for a lifetime!

A customer wants to eat ice cream, can the waiter buy it for him outside? Can I return an over-ordered vegetable? Since it is a semi-finished product, can guests order half a portion and eat more? A customer who likes Haidilao's small apron wants to take one home for a child. Would you like it? When encountering problems that are not stipulated in these processes and systems, most restaurants of course operate according to the systems and processes-no; in Haidilao, the brains of the waiters need to be created-why not? In Haidilao's employee magazine, I picked up a few examples of Haidilao employees' service differentiation.

Yao Xiaoman of Shanghai No. 3 Store said: "One time, Aunt Wu, a repeat customer, was seated in No. 11 private room. When ordering, her daughter asked, how many pee beef balls are there? I immediately realized that she was afraid that the quantity would not be enough to eat. , and asked back: Sister, how many are you in total? She said 10. I told her immediately that one serving was originally 8. I will go to the kitchen and tell you to make 10 for you. She looked up in surprise I took a look and said, "Little girl, your leader won't say anything about you, right? I said, don't worry, as long as you explain the reason, the leader will understand."

"Another day at noon, there were 8 guests in the private room 5, and they ordered a lot of dishes, and they asked for all kinds of things. I was serving two private rooms at the same time, and it was a bit hectic. Their dishes had been on the table for a long time, and when I was checking the order, suddenly I found that a piece of lamb was not served yet. I was afraid that they would tell me. Later, I thought of a way. I gently said to the treater Zhao Ge: Brother, there is still a piece of lamb. Would you like to serve it? He said: Oh, the meat I ordered hasn’t been served yet? I’m sorry to say: the meat is chilled, and you should eat it right away. Seeing how happy you are chatting, there are still a lot of uneaten vegetarian dishes. I deliberately didn’t let the kitchen serve it. If If you want more, I'll come up to you in two minutes. When he heard it, he immediately turned angry and said, "You girl is so smart, take a pen and I'll write you a certificate of commendation!"

Zhang Yaolan of the third store in Shanghai said: "Business is particularly good on Saturday night. A family named Xu came up to private room No. 3 at 7:30. The older Uncle Xu is tall and big, very shy and not talkative; the young Uncle Xu is tall and tall. He is also tall, wears glasses, has a cheerful personality, and talks and laughs; Xu's mother is not tall, very kind, and loves to talk. They ordered a quail egg, and when I put the quail eggs in the pot for them, I found Xu's mother Put the shredded radish on top into a bowl and eat. "I felt that she must like eating radishes very much, so I immediately called the serving room and asked them to serve a plate of shredded radish. Then I took the shredded radish to the seasoning table and put some seasonings on it. When I put the shredded radish on the When they were on the table, they were surprised and said that we didn’t order shredded radish? I said: I guess my aunt likes to eat shredded radish, so I specially mixed a plate for her to eat. I don’t know if you like it? Aunt Xu said: How do you Know that I like to eat shredded radish? I said I guessed it.

"Of course they were very happy. They praised me while eating, and asked how the shredded radish was mixed. In the end, Uncle Xu wanted a bowl of rice. He mixed the soup from the shredded radish plate into the rice and ate it, saying that this was what he ate. The most delicious meal ever. In the next month, they came here three times in a row, and introduced their friends surnamed Cai and Yang to eat. Look, a plate of shredded radishes is amazing, helping me 'catch' so many guest!" Li Xiaomei from Beijing Wudian said: "A big sister came to eat and saw that there were a lot of people waiting for a seat. After asking for a number, she asked me if there was any barber shop nearby. She was going to have her hair washed. I sent the big sister there. But when she came back Afterwards, it started to rain not long after. I thought that she would get caught in the rain when she came back without an umbrella, so I ran over and gave her another umbrella. Later, that elder sister came to our store many times and once brought a new The clothes, said to be bought by her daughter, are not suitable, so they must be given to me."

This is how Haidilao's customers are caught table by table!