Chapter 40 Customers who take advantage

Guo Chunli, a waiter at the No. 4 store in Shanghai, said that one day, she encountered a very unhappy incident. At that time, she was taking care of a private room, in which there were eight or nine Shanghai local guests.These guests ate for a long time, and the consumption was not high, but the seasoning master added seasoning three times in the middle.Later, they secretly packaged the seasoning.After Xiaoli found out, they said, your seasoning is delicious, we want to take some home. Xiaoli was not very happy when she went to the hot pot restaurant to eat hot pot, but she was not happy at the time, but she couldn't say anything.But when paying the bill, they even asked Xiaoli to give a discount.

Xiao Li was a little reluctant, so they said that we had a discount last time, why not this time?If you don't call us, we will complain to you online. In the end, because they were indeed regular customers, Xiaoli had to give them a discount. Wu Junkuai of the No. 4 store in Shanghai also had a bad impression of some Shanghai customers. She said: "They love to take advantage too much. Once when I was serving in a private room, I saw a customer stuff a few towels into his bag. I reminded He, towels need to be recycled, and he understands very well, so he took them out on the spot."

When the bill was paid, all the customers who came with them left, and only the bill was left.Xiao Wu also found that there were 5 missing aprons in the private room.So I said to the customer who paid the bill: "Your friend took 5 aprons, which can't be taken away; if there is less, I will lose money." Although the customer kept apologizing, he said he didn't know if it was My friend took it.Xiao Wu had no choice but to let him go. Another incident also happened in the fourth store in Shanghai, which was encountered by Xiao Wang.When paying the bill, a group of customers have to pack and take away all the fruits on the dressing table.

Xiao Wang said: "This is not the first time this group of customers have done this. Many waiters know them. Every time they come, the waiters who know them are very troubled. On the one hand, we can't offend the customers, on the other hand, we don't like it. their approach." So Xiao Wang had to try his best to persuade them.But instead, they drove Xiao Wang out of the private room, and said confidently: "Haidilao is so big, are you reluctant to let people take this little thing away?" In the end, I could only watch them take the fruit away. How to deal with such customers?Xiao Guo, Xiao Wu and Xiao Wang have thought of many ways, but they always feel that it is not appropriate, for example: 1. When you find that customers take away non-gifts, don’t point it out in person, it will hurt the customer’s face.But if they really think they can be taken away and tell others, our store will suffer a lot.

2. We should inform the guests in advance that these non-gifts cannot be taken away.But if the guest didn't want to take it at all, it would definitely be uncomfortable to be reminded like this. 3. For the guests who pack the fruit, if they see them coming, let the fruit room prepare some fruits for them in advance, so as to prevent them from packing the fruit all at once, and other customers have to wait to eat.But it's not right to do so. Although the fruit doesn't have much money, it's unfair to the guests who don't take the fruit. 4. How about setting up an internal blacklist to record such guests, and let specially trained staff deal with them as soon as they come?

... What to do with such customers? It seems that there is a problem with the saying "the customer is God", because some customers are not God.God will never put such an intention to "catch customers from table to table" How can the Haidilao waiter be like this? Haidilao should not serve such customers! But the door of the restaurant is opened, can you drive the customers out? Doesn't Haidilao have a system that stipulates what items can be given away and what items cannot be given away? Of course there is.But the essence of Haidilao's management is precisely that in order to satisfy customers, employees can go beyond the process and system and provide differentiated services to different customers.

If we must put an end to these very few shameless behaviors and let employees lose the flexible power to provide differentiated services to the vast majority of customers, Haidilao will not be Haidilao. There is no such thing as a free lunch in the world, and any system has costs. Being taken advantage of by such excessive customers increases the cost for Haidilao to provide better services to all customers.Most Shanghai customers are definitely not such philistines. Ms. Zhang, who lives in Caoyang Sixth Village, Putuo District, Shanghai, wrote: I am a citizen of Putuo District, Shanghai, and I am also a frequent visitor to Haidilao in your Putuo District.Every time we go to Haidilao on Tongchuan Road, the taxi fare is more than 30 yuan.

But my 80-year-old mother likes to eat Haidilao very much. She said that the service of Haidilao hot pot restaurant, from the warm reception at the door to the service in the toilet inside, is first-class in Shanghai.Not to mention the service girls, they make us feel the enjoyment of first-class service and the warmth of family every time. Yesterday, November 27, my mother and I called another car to go to your Tongchuan Road store.Once again, my mother was deeply moved by the enthusiastic service of your store manager Xue Yongzhen, Miss Gao Lihong and Mr. Lei Chunen.They not only helped my mother find a seat, but also helped my mother go to the toilet.Hush and inquire about warmth, ask my mother what to eat and what she wants.As long as my mother opens her mouth, they will quickly meet my mother's request.After the meal, they also gave my mother a little gift-pumpkin and tofu.After my mother came back happily, she called my sister and brother.And my brother and sister insisted that I write you a thank you letter.

It's not easy for you boss, do you know what your employees think of you? They all said that the boss treats them very well. If they do something wrong with good intentions, you will never criticize them, but talk to them well.Whichever employee has difficulties, you will also help. Boss, you are amazing!If employees can say good things about you behind your back, it must be your kindness that has moved them.You can cultivate so many employees who respect you and love you, it must be inseparable from your usual education.Today, I write to you to commend Xue Yongzhen, Miss Gao Lihong and Lei Chunen to express my mother's wish and encourage them to continue working like this.

Normal people have a grateful heart, but low-quality Shanghainese are a minority after all.