Chapter 9 Treat employees like family members

Zhang Yong, who has worked as a waiter, knows that differentiated services are in the hands of every employee.Only when Haidilao employees can use their brains to serve customers, and are not afraid of making "mistakes"—letting the company suffer small losses and let customers take advantage of small advantages, can Haidilao move customers. But this is easy to say, and it sounds clear, but it is difficult to do.How can we make these waiters who have left their hometowns, grew up in rural areas, have poor family backgrounds, do not read much, have little knowledge, are discriminated against, and have low self-esteem to actively serve customers?

Zhang Yong said: "Hotpot is a low-tech industry. For example, how to serve dishes, light the fire, open the door and say hello does not require special skills. No. Most waiters are forced to choose this low-paying, low-status, and labor-intensive occupation, so they don’t do well. Therefore, if you want employees to do this low-skilled job well, the key point should not be Focus on how to train employees how to do this job, but on how to make employees willing to do this job environment. As long as employees are willing to do it and work hard, you will win!" I asked Zhang Yong: "Which boss doesn't want employees to work hard? This is the Mount Everest that bosses all over the world want to conquer, but very few have really achieved it. How do you do it?"

Zhang Yong said: "I think people's hearts are made of meat. If you treat people well, they will treat you well; as long as you find a way to make employees treat the company as their home, employees will put their hearts on customers." Oh, it's that simple?Isn't this common sense? Home can touch the nerves of Chinese people the most.There are not many Chinese people who really have faith, and home is the spiritual destination of most Chinese people.The Chinese people's life pursuits, honors and disgraces are all connected with the same family.Another characteristic of the family is that there is no distinction between public and private.There are many members in the family, and the status is high or low, but every family member is willing to make the greatest contribution to the family.

Therefore, if something is connected with the family, the Chinese will risk their lives.In the 1950s, a song "Arrogant and high-spirited, across the Yalu River, to protect peace, for the motherland, is to protect the hometown", linked the war with the same family, and made the Chinese soldiers with backward weapons and equipment, even with the same The U.S.-led United Nations Army fought a tie; the young bodies of hundreds of thousands of Chinese soldiers were buried forever in foreign lands. How can employees regard Haidilao as their home? The answer becomes very simple for Zhang Yong——treat employees as family members.If the employees are your brothers and sisters who come to Beijing to work for you, will you let them live in the basement in the city where no one can live?Of course not, because if conditions permit, you can't bear to let them live in that kind of poorly ventilated, stuffy, hot and humid house.But many waiters working in Beijing restaurants live in the basement of Beijing, while their bosses live upstairs.

The employees of Haidilao all live in formal residences for urban residents, with air conditioning and heating inside, and the living area of ​​each person is no less than 6 square meters. Not only that, the dormitory must be within a 20-minute walk to the workplace. Why?Because the traffic in Beijing is too complicated, the waiters work too long, and these waiters who are older children need adequate sleep. Because Haidilao is so picky about renting a house, the only options are some good neighborhoods in the city, which has caused dissatisfaction among some "high-quality" residents.

Not only that, Haidilao also has a special person to clean the staff dormitory and change the sheets; the dormitory has free Internet access, TV and telephone; Haidilao employees claim that their dormitory has the services of a "star" hotel! Letting employees take charge of the company is not something that is said and educated.No one is stupid, facts are better than propaganda.In Haidilao’s quilts from rural employees, there are warm water bags distributed by the company when there is no heating in Beijing!In some branches, there are special personnel pouring hot water in at night!Is it only mothers who can do this?

If your brothers and sisters come to work in Beijing from the countryside, you must worry that they will get lost if they don’t know the way well; if they don’t know the rules, they will be looked down upon by the city people.Therefore, Haidilao's training is not only about the job content, but also includes how to read maps, how to use flush toilets, how to take the subway, how to pass traffic lights, how to use bank cards... During the interview, an employee of Haidilao told me proudly: "Our work clothes are good clothes that cost more than 100 yuan a set, and the shoes are also brand-name sports shoes." Zhang Yong, who has worked as a waiter, knows that the work of the waiter looks easy on the surface. But the reality is very heavy and very tiring.

Your brothers and sisters have traveled all the way to work, what about your children’s education?As a result, Haidilao built a boarding school in Jianyang, Sichuan, where the children of Haidilao employees can study. Haidilao not only takes care of employees' children, but also thinks of employees' parents.The parents of Haidilao cadres above the foreman will directly receive a monthly subsidy of several hundred yuan from the company.Couple who doesn't want their children to be promising?But there are not many opportunities to return home after all.However, the pocket money sent by the company every month made the parents' faces shine.Chinese people are reserved, and Chinese farmers are even more reserved. They are too proud to say it outright, but they say: "This kid is lucky to find a good company, and the boss treats them like brothers!" No wonder the employees call Zhang Yong Big Brother Zhang.

Xu Min from Haidilao’s Henan Jiaozuo branch said: “My family is in the countryside of Sichuan, and my family’s conditions are not good. Therefore, I gave up my studies. When I first came here, I was so tired that I cried, but I persisted in the end. I have already worked in Haidilao. It’s been 3 years. These 3 years are really long for a girl who is away from home! In 3 years, because the business in the store was too busy, I couldn’t go home to spend the Spring Festival with my parents. I felt very unfilial. I How to compensate? "Haidilao gave me the opportunity to be filial. Every year, Haidilao organizes the parents of excellent employees to travel to Hainan. This year, the company informed me that this time the quota is mine! I immediately called my dad, and the phone kept beeping. Beep, my heart is about to jump out, Dad, why don’t you answer the phone? Hello? Hearing Dad’s voice, my tears flow down in disobedience. Dad, listen to me, our company arranges Parents of excellent employees travel to Hainan, and there are you too. Go with your mother! At first, my father disagreed, afraid of spending my money, so I said that the company will reimburse me.

"Mom and Dad went to Hainan and saw the sea for the first time. I am so happy, and even more happy is that Mom and Dad are coming to Jiaozuo to see me, and the company has booked all the tickets." If your sister and brother get married, can you separate the young couple?If your brother-in-law doesn't have a job, can you not worry about him?As a result, Haidilao's personnel policy has surprised human resources experts. Haidilao encourages couples to work in the same company, and also provides couples with company-subsidized couples' rooms. The Spring Festival is the most important festival for Chinese people. For migrant workers, the Spring Festival is not only a festival, but also a symbol of their existence.For the once-a-year reunion, they endured a year of bitterness, toil, and the fatigue of the Spring Festival travel!However, the statutory paid annual leave for Chinese New Year is only 3 days.

If these migrant workers were your family members, would you have the heart to give them only 3 days off? Haidilao employees enjoy 7 days of paid annual leave during the Spring Festival.If the daily basic salary per person is 40 yuan, Haidilao will pay each employee 160 yuan more than the national statutory holiday every Spring Festival, and 10,000 people will be 1.6 million! Seeing this, people will definitely say that all these benefits need money. Where did Haidilao get so much money? By the way, the cost of Haidilao's employees is definitely higher than that of its peers.But if you don't continue to ask the following questions, it means that you are a general manager. What can these costs produce?