Chapter 15 Trust makes people laugh, but also makes people create!

The only sign of trust in employees is empowerment.Many companies poach a professional manager with an annual salary of millions to become the general manager, but this general manager does not even have the right to sign a contract of 50,000 yuan. What kind of trust is this?On the contrary, ordinary waiters in Haidilao have the right to waive orders for customers, which is called true trust.People have the power to be courageous; courageous to not be afraid of making mistakes; not afraid to make mistakes to innovate. A smart manager can make employees' brains work for him. When an employee is not only the executor of orders from his superiors, he is a manager.Haidilao's authorization of employees is equivalent to making everyone a manager. Haidilao is actually a company composed of 10,000 managers!

If you keep the heart of the employees and give the power to them, the brains of the employees will start to create.This is the fundamental reason why Haidilao has created so many "abnormal" services. Zhang Yong told me: "Innovation is not deliberately implemented in Haidilao. We just try to create an environment where employees are willing to work. As a result, innovations continue to emerge. I didn't expect this to be innovation. Later, when the company grew, when we tried to integrate When innovation is evaluated by the system, there is less real innovation. Because innovation cannot be created at will, and the evaluation of innovation itself assumes that employees do not have the ability and desire to innovate, which is a manifestation of distrust.”

The income and status of Haidilao employees are definitely not as good as those in five-star hotels, but they are happier than those in five-star hotels, at least when they are working.Why?Because their smiles are more sincere than those in five-star hotels. Psychology tells us that real laughter comes from the heart, and it is impossible for a person to laugh if he is not happy. When we studied the case of Haidilao, we found that this genuine smile is directly related to Haidilao's empowerment of employees.The social status of Chinese waiters is low, and service mistakes often cause customers to lose their temper and even suffer abuse.But if the waiter can immediately take practical actions-free a dish, give a discount, and apologize, normal people will not smile.If you don't get scolded by others, you will naturally be happy.

Laughter is contagious.The laughter of Haidilao waiters infected customers who are not used to laughing and being friendly to waiters.Almost all Haidilao customers can feel that they laugh more, and their attitude towards Haidilao's waiters is better than that of other restaurant waiters.The friendliness of customers is a spiritual return to the waiters. Therefore, Haidilao's waiters are encouraged by customers, not only smile more and sweeter, but also serve customers more and more considerately and creatively. Liu Hongli, a waiter at the fifth store in Beijing, noticed that a customer's child was wearing roller skates, and he couldn't move when he went to the bathroom.When he and his father were in a hurry, Xiao Liu found a pair of employee shoes for him from the locker room to change into.The child came out of the toilet, lifted his trousers and smiled, unwilling to take off his work shoes.

A family of guests brought a disabled child to eat hot pot.Liu Hongli saw that the adults were too busy feeding the children while cooking hot pot, so she offered to help them feed the disabled children.After the meal, they must let Liu Hongli go to their house as a guest. Wu Gongqiong, the customer manager of the third store in Beijing, found that a customer accidentally sprained his foot while passing by the bar. She immediately found a stool and asked the customer to sit down. She also found white wine and set it on fire. , the guests were very moved. Xi’an No. 4 store welcomes brother Wang Ying, and found that when a customer was waiting to be seated, the child was arguing not to eat hot pot, but to eat wontons, so he took the initiative to go outside to buy a bowl of wontons for the child, and the child wanted to eat hot pot after eating. As a result, the whole family was overjoyed.

Ma Tao, the foreman of the No. 6 store in Beijing, learned that the mother of the customer, Sister Zhang, was hospitalized in the Union Hospital. The customer wanted to buy Haidilao's Sanxian soup for his mother, but he hesitated considering that his home was far away from the hospital.Zhang Tao took the initiative to ask the guest's mother to send the stewed soup to the hospital tomorrow.The next day, she boiled the soup and brought fruit to Xiehe Hospital to see Sister Zhang’s mother. At that time, other patients and relatives in the ward all drank Haidilao’s Sanxian Soup. An old man in Jiaozuo store had poor legs and feet. After eating hot pot, he wanted to go to the bathroom. The door greeted Zhao Mingxing and security guard Mei Wei and carried the old man to the bathroom.After the grandfather returned to the private room, he told his son and daughter-in-law that you are not allowed to go to other restaurants if you want to eat hot pot in the future.

Peng Mei, the foreman of the No. 6 store in Beijing, accidentally saw the wedding invitation on the guest's table and learned that the guest was getting married on December 12. On that day, she specially bought roses for the guest. The guests, relatives and friends were all very surprised! When receiving a table of guests, Zheng Na, a waiter at Xi’an No. 4 Store, found that they were celebrating a pregnant woman’s birthday. She immediately asked the back hall to prepare a birthday gift for the pregnant woman according to the tradition of her hometown: apples, lotus seeds, peanuts, and jujubes. One, and a baby painting.

Huang Xiaorong from Beijing Fifth Store did a better job. She used her vacation and spent her own money to deliver nutrition products to a customer who had a baby. She took the bus for two hours and arrived at the military compound where the customer lived. The military compound is very strictly managed. She waited at the door for an hour before delivering the nutritional supplements to the customer. I asked her, "How many times have you served this customer?" She said: "I served her once when she came to eat when she was pregnant. I told her at that time, I will visit you when you give birth. If I don't go, she will think that Haidilao has broken her promise. Customers are very surprised , she asked me how long it took me on the road, and I said it was only an hour. I brought him two bags of bottom ingredients from Haidilao and a box of blood-enriching nutrition products I bought, and it cost a total of more than 100 yuan."

Li Qiaoling from the first store in Xi'an told me: "I have been in Haidilao for 4 years, and I have never been so sad as on the afternoon of October 18. At around 7:20 in the evening, an uncle came and said that he would order the next day at 6:00 pm Half of the boxes. I told him that they are fully booked now, and he got angry, and asked if there are any seats after 10 days? I told my uncle, come to me tomorrow, and I will definitely make an arrangement for you. But He didn't listen and kept calling me an asshole. While he was scolding me, I explained to him. But he told me to go away.I said, since you are here, you are a guest of Haidilao.I wrote my name and phone number on a business card and gave it to him, and he threw it on the ground; I picked it up and followed him to the road, only then did he accept my business card, but said he would not come the next day.I was miserable that night.

"Unexpectedly, the uncle came the next day, and he walked up to the second floor and said to me: 'Today I want to tell you something, I was very angry yesterday, but seeing you follow me so far, I came today ’.” ‘What is innovation?When someone scolds you, you still call him uncle, which is innovation! The waiter Bao Dan found that the mobile phone is easy to get dirty when eating hot pot, so he came up with a special small plastic bag to cover the mobile phone. This invention has become an essential tool for high-end hot pot restaurants in China. Feng Boying invented the bean curd stand; Jiang Enbo invented the universal rack for serving dishes; Zeng Changhe invented the small alcohol stove; Li Lian invented the heat-insulating bowl for children; Chen Gang invented the tool for cutting the bean curd, which can divide the bean curd into 35 pieces at a time ; Hu Mingzhu proposed to install sockets at the entrance and other seating areas to allow customers riding electric vehicles to charge during the waiting period; shoe shiner Zhang Chunfeng prepared 502 glue at the shoe shine area for the sandals of nuns customers; Wu Yonggang proposed to prepare disposable batteries at the wash area toothbrush……

The trivial innovations above are the little things Haidilao employees do every day.On their own, they are all insignificant.But if 10,000 heads are thinking about doing these things every day, if you are in the same industry, how can you compete with Haidilao? !