Chapter 41 Are you such a customer?

Many of Haidilao's practices have been imitated by competitors, but ordinary employees of Haidilao can give customers discounts, deliver food and free orders, but competitors have always been unbelievable and dare not imitate.Competitors' concerns are justified. Giving grassroots employees such a large authorization will not only lead to the possibility of abuse, but also encourage excessive demands from some customers. Any power is a double-edged sword. Haidilao employees' right to discount or exempt orders sometimes makes employees at a loss. Zeng Lingmin of the Seventh Store in Beijing said: "I have been here for two months and have served N tables of customers. Some are satisfied and some are dissatisfied. I know the reason for those who are dissatisfied, but I don't know if I am wrong. Although Our ethos is not to make every table profitable, but to satisfy every table; although I have a mandate to keep customers happy, I don't like to do that.

"Yesterday, three guests came, and as soon as they sat down, a sister said: Oh, waiter, give us a portion of your peanuts. "I said: Sister, I'm sorry, that peanut is not a gift. "She said: Who said, every time we come, ××× gives us a copy, why don't you give it away? Then what do you have for free? Bring it to me. "I said: Sister, the snacks we wait for are free, if you want, I can get you some. "In the middle of eating, she said again: Waiter, bring the napkin. "I said: OK, sister, come right away. "She said again: This is free, if you want money, take it away!

"I said: Sister, this is free. "I paid the bill, and the two of them rushed to buy it. I said to the other: Sister, you can buy it next time. "I didn't expect her to say: Next time, if you don't give anything, who will come? "I'm really speechless, did I really do something wrong? "Another time, a table of guests came, and as soon as they sat down, someone said: Do you change the waiters often? "No, sister. I said. "Then you call me XX, I want him to serve you." The guest said. "I said: Why? Sister. "She said: Every time I come, he gives me Teochew beef balls.

"I said: Sorry, sister, we don't have food delivery activities here. "Who said that? He sends me off every time I come," she said. "I replied: How about it, sister, I'm new here, I'm not sure, let me ask you. "She said: Oh! You don't need to ask, just ask him to serve. You are not an official, so you dare not; he is the foreman, so he dares to deliver. "I didn't say anything, just smiled. The head waiter came over and gave them two orders of noodles. "She said: That's right, this little girl is really ignorant. "Where did I go wrong?

"Now I really don't understand what is authorization? What is satisfaction? It is what the customer asks us to take, and we will take what; if there is any requirement, we must meet the requirements, which is the customer's satisfaction? She asked me to send peanuts, I gave her a copy right away, of course she was satisfied; if she asked me to give beef balls, I would also give them, wouldn't they be satisfied too? "Maybe some colleagues will satisfy the customers at these two tables. Give it away, anyway, there is authorization. But I think there must be some people like me who don't give it away. Like me, the customers will not be satisfied. If the customer satisfaction rate is That's how I got it, I can't do it. I don't like doing it, maybe I'm really wrong."

Wang Bin from Beijing No. 3 Store said: "What they said was a trivial matter. I had a complaint once. It was after 1:00 in the morning. We overcharged someone for a glass of draft beer when we checked out, but we couldn't deal with it." I told them: I'm sorry, brother, I did count an extra draft beer, and I'll refund the money to you right away. "The customer didn't listen, and said: This is not a question of refund or refund. I am very dissatisfied now. I know that you have the right to discount and waive the bill. I don't want you to waive the bill, but you have to give me a 50% discount. Must !

"Then, I said nothing. After waiting for a while, the customer became impatient and said: Don't hesitate any longer, if you can handle it, call your manager if you can, and the order will be free immediately, believe it or not! "I didn't say anything, and the foreman finally gave them a 50% discount. But that night, I fell into infinite melancholy." What happened to Yang Lei from the second store in Shanghai also made her uncomfortable. She said: "One night after 9 o'clock in the evening, four young people in their 20s came to No. 50 in the hall. The waiter came over and said that in the seafood combination they ordered, one of the oysters was missing a piece of meat. I guessed that the oyster was knocked off accidentally. I explained to them and suggested: either add an oyster to them, Either return the dish. But they didn’t agree with anything, no refund, no exchange, no gift, and insisted on the phone number of the district manager. Finally, we gave them Brother Shen’s phone number, and Brother Shen waived the order for them.

"Looking at the guests at this table, in such a short period of time, they have changed from petty people to chatting and laughing gentlemen, I feel very depressed. Is it because of such a small mistake that we have to waive the order?This table completely took my mood for the evening's service, and I spent a long time in the back hall to recover.I hope that all senior and experienced old employees can give me some good suggestions! " The money for food delivery is not out of the employees' pockets. Why are these three employees so uncomfortable? It is because their power has been taken away from them.Power is not an obligation. Obligations have no choice. You must do it. For example, citizens abide by the law. Power is a choice. You can do it or not.Haidilao's employees' right to deliver food and to waive orders can be exercised or not exercised according to their own judgment.

However, these guests have forced them to exercise their power - you can only give me a discount.When human rights are taken away, there is naturally no dignity.People are forced to do things they don't like and to please people they don't like, of course they feel uncomfortable. I asked Zhang Yong: "How would you deal with such a customer?" Zhang Yong said: "The first is to satisfy them, and make money with harmony. After all, such excessive customers are a minority, and no restaurant will be overwhelmed by these excessive customers. The second is to reject them. Even these new employees know their requirements." Unreasonable, that is obviously excessive. This requires the waiter to make his own judgment based on the situation at the time."

Oh, it seems that it is not easy to be a good waiter.If you encounter such a customer, can you serve such a customer calmly?