Chapter 64 Learn Haidilao at Capital Airport

After the case of Haidilao was published in Harvard Business Review, its influence far exceeded the imagination of the editors and us.I guess it may be that Haidilao's industry is an industry that anyone can do. Everyone understands Haidilao's management methods. Haidilao's employees are nothing more than ordinary waiters. This is the only restaurant where you have to queue up to eat hot pot! After reading this article, the management department of the Capital Airport specially invited me to give them a lecture on the case of Haidilao, with the purpose of improving the service level of the Capital Airport.When I received their invitation, I kept muttering in my heart: the hot pot industry is a fully competitive industry, while the airport is an absolute monopoly industry.Capital Airport learns from Haidilao hot pot restaurant, which means that the son of the emperor wants to learn farming from the son of farmers!Although I fully understand Capital Airport's painstaking efforts and determination to improve service quality.However, I have never thought about how to teach this class.

When I returned to Beijing from Seoul, South Korea in July, people from the Capital Airport asked me to meet at the airport and discuss the lecture in detail.Because my head was thinking of giving lectures to the airport, I paid extra attention to the service of the Capital Airport after getting off the plane: In the end, a small matter, a small matter that I and all the passengers around me who just flew from Seoul had to pay attention to, became The opening remarks of my lecture to Capital Airport. International passengers who arrive at the third waiting room, after getting off the plane, they have to take a tram for 3 minutes (the airport staff calls it the MRT) before arriving at the place where they go through immigration procedures; they also take off at the third waiting room For international passengers, after completing the exit procedures, they have to take the MRT for 3 minutes to reach the area waiting for the plane to take off.So this MRT train runs every 3 minutes, and when it arrives, it will send passengers on the plane.When we go back, we will pick up passengers who got off the plane.

The doors on both sides of the MRT can be opened like the subway, but unlike the subway, passengers have to walk through the doors in different directions.When the bus is parked at the platform where passengers are picked up, passengers getting off the plane have to wait for the door on the other side of the bus to open. After the passengers getting on the plane get off, the door on the other side is closed, and the door on this side is opened. It is the turn of passengers getting off the plane to get on the bus. . Just as we were watching the passengers who got on the plane file out, a staff member who came in the same compartment with those passengers saw two pieces of paper on the floor of the compartment and started kicking them. I didn't understand what he was going to do at once. ?He kicked a piece of paper out of the car door like a football.Oh, he turned out to be cleaning the compartment!Kicked another one, didn't kick it out.Under the watchful eyes of all the passengers flying from Seoul, he kicked again, the paper fluttered, but he was still not kicked out.When he was about to kick again, the door was closed and the door on our side opened.We started to get in the car, and he had to give up his unfinished cleaning work and stand with us. After 3 minutes, the MRT car stopped, and when we got off, I looked back at him, and he started kicking the leftover piece of paper again.This time he succeeded, kicking the piece of paper onto the platform, the door closed again, another group of passengers came up, and he followed them to clean again.

It is said that the third waiting room of the Capital Airport is currently the largest and most advanced waiting room in the world.Seeing the fantastic design in space makes me really proud of China!But the scene just now made people feel like swallowing a blowfly at the last bite of a seafood feast!Out of the corner of my eye, I glanced around to see the reaction of the Korean tourists who also watched the cleaning work.Two Koreans dressed as businessmen looked at the cleaner and chatted in Korean with a low laugh.However, what surprised me was that the look in their eyes was not the surprise I imagined, but the usual calmness, as if to say: "This is China.

" Every time I go to a store abroad and see a Chinese color TV of the same size, it is generally several hundred dollars cheaper than Korean and Japanese ones.The price difference is so big that I don't dare to buy Chinese TVs. I always feel that cheap products are not good.I had a serious discussion on this issue with a friend from TCL, and his inadvertent sentence gave me an epiphany.He said: TV manufacturing is a mature technology, and our quality is definitely not that different from theirs.But any brand is not just a matter of quality and price, but also of ethnic background.

I remember a Korean friend who opened a restaurant in the Northeast once told me bluntly that Korean cleaners always keep their eyes on the ground when they wipe the floor, while Chinese cleaners tend to raise their heads.Although he specially stipulated the cleaning process for Chinese employees, he found that it was not easy for Chinese employees to clean the floor every day.He believes that this is the fundamental reason why the quality of Korean products is better than that of China!Seeing that I was a little embarrassed, he looked back: "Of course, according to the standards of the Japanese, we Koreans are not qualified either. If you don't believe me, look at the gardens of the Japanese, and the average Korean is ashamed."

My self-esteem was still hurt, and I said: "You can't generalize. The hygiene of restaurants in Hong Kong, Taiwan, and even many Shenzhen and Shanghai is no worse than your Korean ones!" But the Korean who drank too much still insisted: "I'm talking about the average level. If you go to the restrooms of restaurants in rural South Korea, and then in the restrooms of Chinese rural restaurants, you will know what I'm talking about." What do you mean!' I suddenly became angry, and I said: "South Korea is so small, of course it can be average.But China is so big, how can it be average? ! "

Obviously, the Capital Airport cannot invite Koreans and Japanese to do the cleaning.We can only pick the big one out of the slack. In an uneven China, we should hire people who are more qualified to do the cleaning work. Therefore, I made the following suggestions to improve the service level of Capital Airport. I said, from the face of the young man kicking the paper, it can be seen that he should be a city resident, probably a Beijing city resident, because he has the unique reservedness of a Beijing city resident.It can be seen from his age that, no accident, he must be a product of the one-child policy.

A "post-80s" only child in Beijing should have a golden key in his mouth when he was born.Why?Because he is destined to have at least two houses in Beijing, his parents will keep one for him, and his parents' parents will leave him at least one, not counting his wife's.What does it mean to have two houses in Beijing?It means that a person can rent a house and live in a house without working. For a Beijinger in his twenties with such a background, let him do that kind of boring, monotonous and unseemly work in front of the public, and at the same time expect him to be as dedicated as the Japanese and Koreans, it will undoubtedly make the iron tree blossom!

Therefore, for such a position, I suggest that for the sake of the face of the country and the national image of Chinese products, it is better not to use Beijingers! Some people will say, aren't you discriminatory? But how can there be so many fair things in the world? Think about it, are there still few policies in Beijing that discriminate against foreigners? The Capital International Airport is the only airport in China. China is so big, its economic development is so unbalanced, and its cultures are so different. Why can’t people give full play to their talents and let those who are relatively willing to clean the country to sweep the country?

I went on to say, how to learn from Haidilao hot pot restaurant?Let’s start from here. Among the employees of Beijing Haidilao, many are from the rural areas of Sichuan!The service consciousness of Sichuanese cannot be learned by Beijingers!Not only that, but I also suggest that the Capital Airport invite not only young farmers from Sichuan, but also older ones, for example, Sichuan farmers in their 40s and 50s!Because of such a boring and monotonous job, even young people in rural areas can hardly tire of it! Seeing the audience listening attentively, I became more and more excited as I spoke!I said that even the middle-aged and elderly cleaners from the countryside should make their work as rich as possible, otherwise 3 minutes pass and 3 minutes go back, including the time of getting on and off the bus, at least 15 times per hour, 8 hours 120 times, people will faint.Therefore, they should be alternated frequently among other simple tasks such as cleaning toilets, halls and collecting luggage carts to make the work more interesting. After the lecture, the managers of Capital Airport gave me polite applause as usual. But when I was leaving, a manager told me: "Mr. Huang, our Capital Airport is a small United Nations, with more than 20 independent units. The MRT was provided by a foreign company, and they were in charge of operation and maintenance for the past two years." And many domestic employees were introduced by relevant units, and there is no way to replace them with Sichuan rural people! "