Chapter 63 MBA Learning Haidilao

After the case of Haidilao was published in Harvard Business Review, it entered the classrooms of major business schools in China. The following study experience was written by my student Wang Tingwei. After coming to Beijing for so many years, I have eaten in countless restaurants.Regarding Haidilao, I heard people mentioned its name, and heard that you can get a mobile phone in a plastic bag when you eat, but you don’t know anything else. It wasn't until I saw Teacher Huang's case that I couldn't help but want to find out.So on the Saturday night before the case analysis class, I went to Haidilao Asian Games Village store with my wife.

When the car drove to the entrance of Beiao Building, someone came to park the car, and immediately a welcome staff came to ask if there was a reservation.Looking around, there were not many people, and I was secretly happy. It seems that it is wise to choose to come after 8 o'clock, and there is no need to queue up.Unexpectedly, the receptionist said that there are more people on Saturday, please wait in the lobby, we have to queue up to No. 48!Since you are here, you can rest easy, anyway, you are going to experience it, so you walked into the hall.It was only then that I realized that there was something wrong with it: the two large waiting halls were already full of customers waiting to be called!

Free snacks, free fruit, free drinks, and a variety of board games...you all already know that.After waiting for about an hour, I used this hour to read Teacher Huang's case again.During this period, a waiter came to ask the family waiting next to him, saying that there is a private room upstairs, and they can go directly to the private room without waiting for a while, and a service fee of 58 yuan is required. Would you like to go first?The other party thought about it, and said that it is not necessary, 58 yuan can eat two more plates of meat... After a while, we finally called our number to go upstairs.Friends who have been there know that going upstairs means that you are one step closer to getting a seat, but you still have to wait upstairs, but you can look at the menu and order.Of course, free fruit is still indispensable.

While looking at the menu, the waiter came over and said, "I'm really sorry that there were too many people and made you wait so long. To express our apologies, we invite you to dine in a private room and waive the service fee. Can you see if it's okay?"What else can I say, of course!I was a little happy in my heart, I finally didn't have to wait any longer, and I saved the room fee! The environment of the private room is really good. While listening to soft music, ordering food, while keeping an eye on the waiter's actions.A child ran in from the door, singing and dancing very happily, and the waiter kept teasing him, saying that it was the child in the private room next door, and he refused to be idle all the time.We also thought it was fun, and we would tease a few words from time to time, and the waiter brought up the tea and the bottom of the pot one after another.Everything looks normal.At this moment, a dramatic scene appeared: the child suddenly called "Mom", then squatted on the floor and pulled! !Although the private room is quite large, it can still be clearly felt and tasted!The waiter didn't rush to call the parents next door, but hurriedly prepared how to clean up, saying sorry repeatedly.We do understand: children, just say it’s okay, and my wife will help find tissues.

However, sitting on the seat, I still feel weird, and the child hasn't finished pulling, should I eat this meal or not? ... At this time, the waiter still took the initiative to come over and said: I'm really sorry, it has disturbed the two of you, and there is a larger private room next to it, can you help the two of you to move there?We will re-prepare the tea and the bottom of the pot for you two. So I switched over and started over. (The service process has been very good, omitted). ... When the waiter came in and out of the service, I couldn't help asking a lot of interesting questions. The main excerpts are as follows: 1.Haidilao waiters are all from Jianyang, how are they selected?

Answer: I am from Shaanxi, and now there are waiters in various places.The principle of selection is mainly to meet the conditions and be able to serve customers with heart. 2.How to assess employees?Will the supervisor's assessment be biased, and how to ensure fairness?How to weed out unqualified employees? Answer: It mainly depends on whether you have served with heart and whether your smile is sincere.The supervisor will see it, and so will all the co-workers around you, so there's very little injustice.For employees who have problems, they are not fired all at once.The supervisor will point out your problems and how to improve.Only a very small number of people who have been pointed out and not corrected, and have repeatedly appeared, will be eliminated.

3.Compared with peers, what is the level of treatment? Answer: Only those who leave our company know that we are indeed treated much better than others. The specifics are: (1) Generally, restaurants manage 3 meals a day for waiters, but Haidilao takes care of 4 meals in consideration of getting off work late at night, and the quality of the meals is good. (2) Generally, the waiters in restaurants live in the basement, but the Haidilao employees all live in the company’s apartment, which gives them a sense of security, and the housekeeper’s aunt is also nice. (3) Generally, the income of waiters in similar restaurants is around 1,500 yuan. Our income is at least 1,700 yuan or 1,800 yuan, and there will be bonuses, which will be sent directly to our parents in our hometown.

(4) The most important thing is that everyone is happy every day, and this kind of happiness comes from the heart. ... There are two more details that need to be added: 1.As an apology, the waiter sent an extra serving of vegetarian meatballs (a kind of vegetarian filling that will become meatballs when placed in a shabu-shabu). 2.Before leaving, the waiter said that the two of them looked like scholars, so they should be able to use a gift.When I opened it, it was a clay pen holder, very delicate. When I walked out the door, I was quite emotional.There are too many restaurants in the motherland, and it is not uncommon to see good service, but it is the first time to experience such service and all these service concepts from an ordinary waiter.The management wisdom of Haidilao is indeed reflected from the waiter. What is this wisdom?We know from Zhang Yong that when he opened the first store, he didn’t think so much, and he did it all by intuition. These management methods were explored and accumulated bit by bit by Haidilao’s team over the past ten years.Mr. Huang’s analysis also tells us that when Haidilao’s managers decide on each management policy, they rely more on their intuitive understanding of human nature, their intuitive understanding of the special group of migrant workers, and their understanding of The intuition for this particular job of serving a restaurant relies on an intuitive understanding of thousands of different customers.Behind these simple intuitions are their thinking about life and the world... So, for us MBAs, what kind of thinking can all this wisdom or intuitive understanding bring us?

I think that in our company, when we face customers, we may often say: "I can't decide this matter, I need to ask my boss for instructions"; or when receiving complaints from customers, we say: "I am not responsible for this matter, You can contact so-and-so". Why can't we be like the waiters in Haidilao?