Chapter 20 Who needs fairness?

Human beings are born unfair.People born in some countries in Africa may only live to be over 40 years old; people born in the United States may live to be over 70 years old. People born after the 1980s in rural China are 90% likely to be migrant workers; people born after the 1980s with official household registration in Beijing and Shanghai theoretically do not need to work for the rest of their lives, because their grandparents will at least leave them behind. For more than two houses, he can live in one and rent one. The pursuit of fairness has always been in the DNA of the poor, because the poor think that the world is unfair to them.The majority of Haidilao employees are migrant workers, who are naturally the group most eager for fairness.Haidilao's corporate culture of pursuing fairness has accurately hit their spiritual appeal.

The iron rule that all management cadres of Haidilao must start as waiters has made Yang Xiaoli, Yuan Huaqiang, Xie Ying, and Lin Yi, who have no academic qualifications but have management talents, change their destiny by being promoted to management positions; , You can also change your destiny by becoming a business person in finance, logistics and maintenance through the logistics promotion channel. Those who have neither management skills nor business ability, but are willing to work hard and work hard, can they change their destiny in Haidilao? can also.In Haidilao, if an ordinary employee is a meritorious employee, his salary is only a little worse than that of the store manager.Don't ignore the role of a cleaning lady. If she sweeps happily all day long, she is a living Lei Feng, which is an inspiration and education for all employees.Not only that, but she will also bring out apprentices who can achieve the cleanliness and service level of Haidilao's bathroom.Don't think that it is an easy task to make the bathroom of a Chinese restaurant facing the general public tasteless 365 days a year!

Xiaofeng from the No. 4 store in Xi'an said: "I am a waiter in the front hall. One day I was temporarily transferred to the phone to take calls, and the bathroom is diagonally opposite the phone room. "Hello, can I find the bathroom? Hello, the man is here, thank you. Hello, please wipe your hands. These few service terms I am not familiar with are constantly coming from the bathroom. This is the cleaning team The eldest sister Mao Junhui is serving customers. To my surprise, at the end of the day, Sister Mao said at least a few hundred sentences of this service language, but every time she said it, it was always like when we were in the first training class. The tone of the trainer taught the service language. Her intonation with some local accents was very contagious, and I could feel enthusiasm in the phone booth, which made me distracted several times when answering the phone.

"Before the guests arrive at the door, Ms. Mao greets them and asks them actively; when the guests finish using the bathroom, the eldest sister turns on the tap, squeezes the hand sanitizer, and gets the paper towels for the guests. What's more valuable is that she can also use During the one or two minutes of contact with customers, I can understand their views on Haidilao. I remember a customer who was a little dissatisfied and said: It’s really troublesome for you to eat here, you have to wait for such a long time. The eldest sister immediately said: I’m very sorry, it’s hard work for you to wait for a seat. A customer said: Your business here is really good. The eldest sister would say: Thank you, it's all about customer support.

"Sister Mao is just a cleaner. She doesn't have the opportunity to communicate with customers for a long time like us, but her reaction to guests makes me as a waiter feel ashamed. Sister Mao's efforts have won praise from many customers. I remember once I served table 32, and it was the first time that the guests at that table came here because of the reputation. One of the guests surnamed Zhang was very cheerful. The cleanest restroom in Xi'an is even cleaner than ours. Not only that, but there are also people turning on the water and handing out towels. Everyone of you must go, otherwise you won’t be counted as coming to Haidilao for dinner.

"At that moment, I felt very proud, and I was also proud of Sister Mao!" When researching the case of Haidilao, one of my assistants specialized in Haidilao’s restrooms, he said: “The sanitation level of Haidilao’s restrooms can definitely reach the level of a five-star hotel, but the service is better than that of a five-star hotel restroom. , because Haidilao’s toilets also have services such as handing towels and turning on taps. If we consider that the use frequency of Haidilao’s toilets is much higher than that of five-star hotels and Chinese people’s habits of using toilets, we have reason to draw a conclusion——Haidilao The management level of the restroom is absolutely the best in the world.

" He Silin of Xi'an Fourth Store said: "Although I have only been in the company for 4 months, I can understand the truth that my hands can change my destiny. I used to work in a joint venture, and I had more than 1,000 yuan a month, but I couldn't save money. I was in That company has been in business for more than 4 years, and the money saved is not as good as Haidilao for more than 4 months. "I went shopping on a vacation, and met a vegetable washing lady in our serving room. She and her husband both work in Haidilao. During the chat, they mentioned his family's situation. They told me that after coming to Haidilao, they both I can save 1700~1800 yuan a month, and I am currently renovating the house, buying appliances, and planning to bring my daughter-in-law in next year.

"There is also an aunt from Shaanxi in our store. She has darker skin and is very rough. She is very simple and frugal. Her family is not good, and her home is in a mountainous area far away. One day after get off work, I ran into my aunt who was having a drink and eating potato chips.She also wants to borrow the MP3 I listen to. I really didn't expect my aunt to have such a wide range of hobbies, and she is also very avant-garde.If she hadn't come to Haidilao, she might still be a housewife guarding an acre of land. It was Haidilao who changed the aunt and provided her with a fair stage, allowing her to change her destiny with a pair of hardworking hands. "

Most of the Haidilao employees we interviewed think that Haidilao is fairer than other companies, because Haidilao has only one standard for evaluating employees—whether they can do it or not? A sense of fairness is the most difficult issue for any business to address.If an enterprise does not promote and reward employees based on the quality of work as the only criterion, it will inevitably set some other criteria, such as education, qualifications, background, etc., so it is difficult to level a bowl of water. Humans are social animals, and the sense of fairness mainly comes from the comparison with the same kind.The long-term urban-rural gap in China has made farmers who have almost resigned themselves to their fate no longer expect to compare themselves with the people in the city, but they will compare themselves with their own people.If in an enterprise where most of the migrant workers are employed, their hope of pursuing fairness is thwarted. They don't know how to serve food and suddenly become assistant managers... They will definitely not feel happy.

If people are unhappy, not only will the bathroom not be cleaned clean, but they will also not be friendly to others.No wonder many restaurants, even though someone checks the cleanliness of the bathroom every day, still smell bad; the smile service emphasized every day has become a wry smile. Zhang Yong knows that if he wants the waiters to treat the guests well, he must make the waiters happy; to make the waiters happy is not only to eat well and live well, but also to be fair. Why is fairness important?Because fairness is not only about dividing the cake, but also about people's hope and dignity.

A coal boss lived in the most expensive residential area in Beijing, and his child was studying in the best school in Beijing. He told me: "Don't look at me as rich now, but I feel no dignity in Beijing. Every time I go to school, the principal tells me You can see me, but it depends on my donation to the school. If there is no donation, they will let my child go to study? They are respecting money!" Why is this coal boss dissatisfied?Because the household registration system has brought him unfairness, if his child has a Beijing household registration, he does not need to donate money.