Chapter 39 The most annoying guests are colleagues!

Being a waiter in Haidilao is different from other restaurants, that is, you must learn how to serve your colleagues, because there are too many colleagues who come to Haidilao to eat. As the saying goes, "peers are enemies".If you ask the waiters of Haidilao what kind of customers they hate the most, they will definitely say "travel". "On January 8th, a table of guests came at two o'clock in the morning. As soon as they sat down, they made people feel that they were not friendly. They asked me about everything. When eating snowflake beef, they asked me, how much is a serving? I said it was 4 Two. A female guest said, are you sure it is 4 taels? I said yes. Then, she went to the back kitchen to weigh it, and it was a little more than 4 taels, so she came back without saying anything.

"When she got to the private room, she felt very embarrassed and said, you charge for everything, soy milk and lemonade are also so expensive, and they are so expensive! Then, she asked, how much is a piece of mutton? I said it was 4 taels. She said , 4 taels for 28 yuan? You guys are simply extorting! I’m going to the Price Bureau to sue you. She also said that she is from the Industry and Commerce Bureau, and knocked on the plate with a spoon while talking, the more she said, the more terrible she was. "Then they weighed every single dish. One dish was a little off and I just said I'm sorry, and before I could say I'd add some to you. One of them threw a glass of water in my face .”

This is not a case of training waiters, but what really happened in Haidilao's second store in Shanghai. The waiter who was splashed with water was named Tao Xia. What would you do if you were Tao Xia? At this time, the duty manager came over and wanted to replace Tao Xia.But after she dried her face, she entered the private room with tears in her eyes and a smile again. At this moment, all the guests at that table fell silent. People, those who are too bad are very few.When God created man, after all, he gave man a heart that knows shame.After a while, these colleagues told the truth that they also belong to a hot pot restaurant. They heard that Haidilao has good service, so they just wanted to give it a try this time.

Zhang Yu from the Fourth Store in Beijing also had a lot of feelings about serving her peers. She said: "For a while, we were going to open a hot pot restaurant opposite, and their people came to eat here every day, which made us very nervous. I was worried about their opening. After that, they will grab our guests. At the same time, there are other colleagues who come to eat every day. Many colleagues are afraid of these colleagues because they are very picky. "These colleagues usually come around 10 o'clock in the evening, and a dozen people come together. One night when I was about to get off work, another dozen came here. I stayed and worked overtime, no matter how picky and rude they were. , I have always been nice to them. Later, their boss told me in a whisper that they were here to study, so they were very picky, and they deliberately made things difficult for me, and told me not to mind. I was very moved after hearing this, and also I am not too afraid.

"Later, these peers came more often, and I gradually gained some experience in serving the peers. I hope to share with all colleagues here: "When serving the peers, we must first adjust our mentality, and we must not have it—they are also Waiter, why should I serve their psychology.We must understand that as long as the customer is a beggar, no matter how poor or poor, he is our boss.We can't dislike the poor and love the rich. "We need to serve them more enthusiastically and patiently. They just ask for more, and we just need to run more errands. As long as we consistently do the details well, smile more, and be more proactive, we will surely win their satisfaction." .

"Also, we don't have to worry about them learning our stuff and crushing us. The essence of Haidilao is not so easy to learn. They can learn the details of our services, but they can't really learn 'think what customers think, Urgent to customers'. Their smiles cannot be more sincere than ours, because their company will not treat them as well as our company treats us. "Of course, we can't be too optimistic. Our peers are learning and improving. If we fall behind, we will also be beaten. "Finally, we should be proud. Why do so many colleagues come to learn from us, because we have something worthy of their learning. Many catering companies now let their employees live in apartments like ours, and provide customers with many free services. Next time, if we meet our peers, we should happily say to ourselves, today I want to let you experience what a really good service is!

"Colleagues, come on!" It's a pity that endings like the above two cases of serving colleagues are rare after all. More often, these picky colleagues often break up in Haidilao, and some even fight with Haidilao's waiters. One day, I made an appointment with Yuan Huaqiang, the general manager of Haidilao’s Beijing region, but when the meeting time came, Yuan Huaqiang suddenly called and said, “Mr. Huang, I’m sorry. We got into a fight with our waiter. As a result, we were too many and injured him, and now we are all arrested by the Public Security Bureau, so I have to rush there immediately.”

The next day I met Yuan Huaqiang and asked, "Does the restaurant business often face fights with colleagues?" He said: "Not often, but some traveling guests are indeed difficult to serve." It stands to reason that it is not easy for them to be waiters. They should be considerate of each other. Why are they not as good as ordinary customers? I asked a waiter who had fought with his colleagues: "Why do these fellow guests hate it?" He said: "They pretended to be grandchildren. In fact, as soon as they sat down, I knew they were waiters, because people in our business, unless you are the boss, otherwise, no matter how you dress or pretend, you can be seen by your peers." You see, after working as a waiter for a long time, when sitting, they don’t lean back like ordinary customers, but lean forward. If they honestly came to learn, how can we fight with them, and we must give them They offer discounts. But they don't want to. Instead, they pretend to be civil servants and call us one by one. Aren't you also a waiter?

"When they do this, I get annoyed; in addition, they know that Haidilao is authorized to offer discounts, so they deliberately find fault and force us to make discounts. If we don't fight, there will be conflicts.In particular, some colleagues saw that our business was good and intentionally made trouble, so the only way to do it was to fight. " What the young man said made me understand that the waiter himself looked down on himself.If these picky colleagues are really civil servants, Haidilao's waiters will tolerate it; if Haidilao's waiters really treat these colleagues as civil servants, is it possible that the conflict will not escalate?

It seems that the whole world is the same, violent incidents occur more in groups with low self-esteem.