Chapter 12 Man needs more than food and love

Mencius said: "Food without love, hogs make friends with them; love without respect, like animals." In today's words, "Raising without love is like raising pigs; loving without respect is like raising dogs." What about people?It is the most difficult to raise. It is not enough to just give food and love, people also need respect. What is respect for people?Seeing the boss bowing and applauding the leader?That is not respect for people, that is respect for status and power.Respect for people is trust. If you trust your integrity, you will not be treated as a thief; if you trust your ability, you will entrust important things to you. This is the respect for people!

When a person is trusted, he has a sense of responsibility; therefore, only when a scholar dies for his confidant can he treat the company's affairs as family affairs. In Haidilao, employees not only eat and live better than other restaurants, but also gain the trust of the company. To treat employees as family members means to trust employees like family members.Trust is not said, but made.The only sign of trust is empowerment.If your own sister went to buy vegetables and meat on your behalf, would you send another person to follow and supervise? Of course not, so Zhang Yong's signing right in the company is more than 1 million; the vice president, financial director and regional manager are responsible for less than 1 million; The store manager has the signing right of 30,000 yuan. This kind of bold authorization is rare in private enterprises.

If Zhang Yong's authorization to the management is surprising, his trust in front-line employees is even more incredible to his peers.Ordinary front-line employees of Haidilao have the right to discount and waive orders for customers.Regardless of the reason, as long as the staff thinks it is necessary, they can give the guests a free dish or an additional dish, or even a free meal.This means that the waiters in Haidilao are all managers, because this kind of power is only reserved for managers in all restaurants. In the spring of 2009, I invited Zhang Yong to Peking University to give lectures to MBA students.A student asked Zhang Yong: "If every waiter has the right to waive orders, will someone abuse their power to waive orders for their relatives and friends?"

Zhang Yong asked the student: "If I gave you this power, would you do it?" There were more than 200 students in the whole class, and there was no sound at once. Yes, ask yourself: Do you have the heart to live up to such trust? In fact, everyone has a piece of grass in their hearts, and most people will repay their kindness and do not want to live up to the trust of others. Zhang Yong, who has worked as a waiter, understands: To make employees' brains work, they must also be empowered.Because customers are always dealing with waiters from entering the store to leaving the store, the satisfaction of any restaurant customer is actually in the hands of the front-line staff.If the customer is dissatisfied with the service, he has to solve it through the manager. This problem-solving process itself will increase the customer's dissatisfaction.

Because people are always anxious when they are waiting for unresolved matters.Therefore, putting the power to solve problems in the hands of front-line employees can minimize service dissatisfaction.More importantly, only the waiter knows the preferences of the guests at each table, and only the waiter can move the guests table by table. Xiao Li from Xi’an Haidilao shop talked about her experience of using authorization, saying: “A customer came out of the bathroom. Because I was short, I spilled duck blood on the customer while picking up the food. The customer was very upset. I will find it immediately Come to clean work clothes for the customer to change into, and send the customer’s clothes to the dry cleaner for expedited dry cleaning. The customer sees that I am in such a hurry, and says: Seeing your sincerity, forget it. After I wipe the customer clean, look The customer likes to eat fried dry buns, so I sent a dry bun to the guests. The guests were very satisfied when they left."

I asked Xiao Li: "You want to do dry cleaning for customers, can the dry cleaning fee be paid by the store?" Xiao Li said: "I didn't think about it at the time, but I knew it would definitely be sold, at least a part of the store would sell it, and I would bear part of it myself." Xiao Ma from the ingredient room of Haidilao No. 2 Store in Xi’an said: “Because of a work mistake, I made a small portion of the large portion of pig’s trotters that the customer asked for, and the customer was not satisfied after finding out. Served a big pig’s trotter to the guest, and took it over to admit the mistake to the guest. When the guest was about to finish eating, I specially ordered a banana crisp and gave it to the guest, hoping that the guest would forgive me for my mistake .”

Xiao Li, a new employee at the third store in Shanghai, said: "On the second day of my work, the customer found two hairs in the hot pot as soon as he ate it. Not losing my temper." Wang Huan from Beijing No. 3 Restaurant said: "Last month, I caught a table of guests in this way. They were four adults and two children. They ate at 6 o'clock, and one of them came to wait for a table at 5 o'clock. Everyone came together." Yes, they ordered a lot of dishes, I think they must not be able to finish them, but it was very busy at the time, I forgot to tell him that they can order half of the dishes. But the pot came, I think the guests must be very hungry after waiting for so long, so there is no Let them order again. But when I handed the list to the kitchen, I changed all the meat dishes they ordered to one or half portions. When the dishes were ready, I asked them if it was enough, and they said it was enough. So , I explained to them that those meat dishes reduced the portion for them, and they were very happy."

Does Haidilao have any employees who abuse this authorization?Yes, but only very few. The smart Zhang Yong is a man who grabs watermelons and throws sesame seeds. Like most companies, he did not give up trust in the vast majority of employees in order to eliminate the practices of a few extremely selfish and immoral people.He knows that Haidilao's service differentiation is in the hands of every employee. If there is no large-scale authorization for grassroots employees, how can it be possible to catch customers from table to table? Of course, no matter how big or small power is, it will be abused if there is no restriction. Even if the abuse of a very small number of people is not effectively stopped, it will form a trend.

How does Haidilao monitor that such employees are authorized on a large scale?That is Haidilao's special cadre selection system: Except for the director of engineering and the director of finance, all cadres of Haidilao must start as front-line waiters.This promotion policy is even extreme enough to include the head chef, because no matter how good your cooking skills are, if you haven’t served customers yourself, you don’t know what kind of back kitchen support the waiter needs. Like Zhang Yong and Yang Xiaoli, Yuan Huaqiang, general manager of the Beijing region who manages more than 2,000 employees, also started as a doorman and waiter.So far he still proudly said: "I am a first-class waiter, and I can serve 4 tables at the same time by myself.I glance around, and I basically know what the customer needs.

Such a manager knows too well when it is necessary to use extreme methods such as free bills to satisfy customers.Therefore, an employee who intends to cheat can get away with cheating them once, but not a second time.There is a British proverb, "Only a fool can fool you twice". In addition to effective supervision, human self-discipline also prevents Haidilao employees from being abused in large areas.Human beings have the duality of evil and justice, and their living environment makes them manifest these dualities unconsciously. Mencius said: When the king regards his ministers like brothers and feet, the ministers regard the emperor as his heart;Haidilao regards employees as sisters and brothers, and employees naturally take care of Haidilao as their hearts and souls.I figured that the restaurants that were ruined by the staff were probably treated with the slightest scorn.

Comparing your heart with your heart, if you are grateful to this company and cherish this job, how much money can you betray?