Chapter 48 Haidilao does not assess profits!

Zhang Yong's method of assessing each branch of Haidilao is not a bit strange, but very strange.Haidilao headquarters does not assess profit indicators in the assessment of branches.Not only that, but Zhang Yong has no target requirements for how much Haidilao's head office should make each year. I asked him, "Why don't you examine profits?" He said: "Assessing profit is useless. Profit is only the result of doing things. If things are not done well, the profits cannot be high; if things are done well, the profits cannot be low. In addition, profit is the comprehensive result of the work of many departments; the role of each department is different, and it is difficult to distinguish it reasonably.Not only that, there are accidental factors in the profit. For example, if a store does not choose a good location, no matter how hard the store manager and employees work, it cannot be a store with average management and good location.But the store manager and employees have no say in the location selection. It is not only unscientific but also unreasonable for you to insist on assessing the profit of the branch. "

I said: "The amount of profit is also related to the cost. At least each store can play a certain role in reducing costs, right?" Zhang Yong said: "Yes, but what is the greater role that the management below the store manager can play? It is to improve the service level and attract more customers! Compared with creating more turnover, reducing costs is the key to branch stores. Layers are secondary. "With the transformation of Haidilao's management to processes and systems, we have also begun to implement performance appraisals. As a result, some communities tried to conduct profit appraisals on branches, so it happened that the brooms for cleaning the toilets had no hair and were still used; free food for customers The watermelon is no longer sweet; the hand towels for guests to wipe their hands are also leaky.

"Why? Because the main cost of location, decoration, dishes, pricing and staff wages are all determined by the headquarters, and the branch stores have little room to control costs. If you insist on assessing profits, the grassroots employees can only focus on it. On these sesame seeds. We discovered this phenomenon in time, and immediately stopped the assessment of profit indicators. In fact, cadres and employees with a little business knowledge will not care about costs and profits. I am very concerned; if you reassess, the attention will inevitably be excessive." There is a famous saying in performance appraisal: "Employees pay attention to what is evaluated."

The only daughter of a classmate of mine graduated from university in 2007, majoring in finance.This kind of profession sounds good but is not practical. In order to find a job for this daughter, he spent a lot of effort.Eventually, I found a job as a teller at a bank. I met him in 2009 and asked, "How is your daughter doing at work?" He said dumbfoundingly: "Don't mention it, everyone's work makes money, but my daughter's work loses money." I asked, "Why? " He said: "It's all caused by the performance appraisal! You know that now that all banks are listed, there is pressure on their performance. Since last year, my daughter's bank has implemented performance appraisal. The bank breaks down the indicators layer by layer to each branch. Then it is broken down to each branch, and each branch is finally broken down to each employee. My daughter is the front desk, and each of them has the task of selling credit cards. My daughter's task is 4. She did not complete the task in the first month. , let my wife and I apply for one; the task was not completed in the second month, and as a result, she applied for 4 by herself. Our family now has 6 credit cards at once.”

I said: "Your family has become an American, and each person has several credit cards!" He went on to say: "It's not that she did it alone. She said that all colleagues who couldn't complete the task were like this. The bank soon discovered why there were so many sleepy credit cards, so they checked the activity of the credit cards again. What happened? ?My daughter forces us to take turns using credit cards, using one card this week and the other card the next week. Now when we buy something, we have to ask people if they can use a credit card; Now even oil, salt, soy sauce and vinegar have to go to a big supermarket to buy them; considering the transportation costs and time, these things are more expensive than the ones nearby! My wife said that now our whole family subsidizes money to work in the bank! "

My classmate saw that I opened my mouth and listened like a visitor from an extraterrestrial, and said, "That's not counting. Their bank has set a target for promoting funds for employees this year, and the employee's bonus must be linked to the amount of the fund promoted. But my daughter is like me, she doesn’t talk stupidly, and she blushes when she tells lies. As a result, she was ranked at the bottom of the assessment for two consecutive months, and she couldn’t eat when she got home from get off work. In the end, there was no way. Our family took out 300,000 savings I bought my daughter's fund, and my daughter's job was saved, but half a year later, our family fund lost a total of 100,000! Tell me, is my daughter's job making money or losing money?"

He went on to say: "This is not over yet, the bank is also evaluating the service with a smile. If the employee does not smile at the customer or receives a complaint from the customer, the bonus will be deducted. It turned out that it was all right. My daughter smiled at work, and her face drooped when she came home. Come down, so that the two of us have to be careful when we speak in front of her." The more he talked, the more angry he became, and he brought me along: "It's all about you professors and experts who implement goal management, KPI (key performance indicators), 360 degrees, and balanced cards everywhere in order to make money. Like you and me Older people know that it is impossible to be friendly to people when they feel uncomfortable.

If you are really friendly to you, either you are asking for it, or you are forced to do it; but can a forced smile be funny? !If you don't believe me, go to the bank now and see the faces of those employees! " There is a law in psychology called turning to attack, which says that if a person is not happy, he cannot be friendly to others.The daughter of a classmate is dissatisfied with her job, so she is naturally unhappy in her heart; if she is unhappy in her heart, she does not dare to get angry with her superiors, so she can only vent it on other objects, such as the work itself, colleagues or customers.But the 360-degree evaluation made her dare not be unfriendly to her colleagues, the performance evaluation made her not dare to be sloppy with her work, and the service with a smile made her not dare to get angry with customers, but she is also a human being, and she must have a channel to vent her dissatisfaction. , so she can only make her young girl's face unattractive, and use it to attack the entire environment - making the environment full of fake smiles, wry professional smiles, flattering smiles, fake smiles, but real smiles .

It seems that the true smile of Haidilao's employees is also related to Haidilao's assessment.