The best service model for restaurants and hotels

Chapter 10 Value-added services make customers willing to stay (2)
There are long queues of customers in front of many excellent restaurants and hotels almost all the time. Are these customers just queuing?Actually no, they are enjoying a kind of service, even if they are waiting for a seat, they are still enjoying a kind of service.As a friend said, "I came to Haidilao not to wait for a seat, but to enjoy a service attitude."This means that even if customers are waiting for a seat, they can feel a kind of value-for-money service and enjoy the enthusiasm of Haidilao employees.

1.Learn the five service areas of Haidilao
Haidilao has five major service areas.

First, the manicure area.

When you wait for a seat at any of Haidilao's stores, you'll find a manicure section inside.That is to say, if you are a lady, as long as you have a need for manicure while waiting for a seat, you will definitely be able to enjoy the manicure service.

Second, the Internet area.

In addition to the manicure area, Haidilao also has an Internet area, whether it is for children or business people, whether it is chatting, checking emails, playing games, or learning about some related products of Haidilao... As long as you have the need to surf the Internet, you can go online area, your needs will be met.

Third, the amusement park area.

Haidilao also has many family customers.For family customers, especially those with children, Haidilao has carefully prepared an amusement park area for children in the waiting area of ​​each store.In this way, children can play in the amusement park area just like McDonald's or KFC.

Fourth, the shoe shine area.

As mentioned earlier, women can have nail art.Later, Haidilao designed a shoe shine area.When waiting for a seat, if you say that your leather shoes are dirty, they will help you shine your shoes.As mentioned earlier, the first time I went to Haidilao, I enjoyed the shoe shine service.

Fifth, the waiting area.

Any Haidilao store has a waiting area, where instead of allowing customers to wait in line, it provides a wealth of value-added services.It will have little chairs, stools, and even tables where you can sit and chat while you wait.In addition to chatting, Haidilao's waiters will also serve you tea, snacks or some fruits, and even shrimp crackers.If you are alone, the waiter will also provide you with newspapers, magazines or books when serving these things to you; if two people are waiting for a seat, the waiter will provide you with a chess or checkers, and you can play chess ; If there are three people, the waiter will provide you with a deck of playing cards, and you can "fight the landlord".

2.Create distinctive detail services
For different customers, Haidilao will meet the various needs of customers when designing value-added services.In other words, no matter what kind of ideas you have, they have thought of them for you, so that you can enjoy Haidilao's value-added services while waiting for a seat.This point, many customers have a deep understanding.Now I combine the value-added services in Haidilao's waiting area mentioned above, and summarize the details of Haidilao's impression on customers, including the points of external communication.At the same time, I hope that these detailed services of Haidilao can bring some inspiration to your business.

Haidilao has a slogan called "A good hot pot can speak for itself", which is what we often say about its marketing appeal.Haidilao's marketing is word of mouth marketing.Many customers continue to introduce to their friends: "You go to experience Haidilao, it's good." Through word of mouth, one word of mouth spreads, and more and more customers come here attracted by the name.When they go to the Haidilao store, although they need to queue, they will also get service, so they are willing to wait and stay.The service quality of each Haidilao store is almost the same.Therefore, "a good hot pot can speak for itself", this kind of word-of-mouth has brought Haidilao a steady stream of customers and profits.Word of mouth is like how much money is spent on marketing.So people often say that the best marketing is word-of-mouth marketing, and Haidilao has done it.

In addition to putting forward slogans, what is different about Haidilao's approach?It means "doing a little more than others".Through Haidilao's detailed value-added services, I found that the biggest difference between Haidilao and many other catering and hotel companies is that they do a little more than others in all aspects.

When the customer is waiting for a seat, you may also think of pouring a cup of tea for the customer, but have you ever thought of delivering snacks to the customer, or providing some value-added services for the customer?What you didn't think of, Haidilao not only thought of it but also achieved it, which is to do a little more than others.It is this little extra that makes customers feel novel and exceeds their expectations.In the waiting area of ​​Haidilao, there are free chess and card games, shoeshine, manicure, amusement park, and even Internet access.Although Haidilao has only done a little more than other catering and hotel companies, it brings customers the feeling of thoughtful service and excellent value for money.

In addition to the rich services provided in the waiting area, in the dining area of ​​the Haidilao store, mobile phone cases, rubber bands, glasses cloth are provided, and sometimes there will be noodle stretching performances.That is to say, when customers come to Haidilao for dinner, when they see customers put their mobile phones on the table, the waiter will immediately hand you a mobile phone case, which means "don't let the oil and water spill on your mobile phone"; When seeing a woman with loose hair among customers, the waiter will immediately hand over a rubber band, which means "You can tie your hair, and it may be hot when eating hot pot"; when seeing a customer wearing glasses preparing to eat, the waiter will I will hand you a glasses cloth right away, telling you "you will get hot steam when eating hot pot, so I will give you a glasses cloth to wipe your glasses".When customers order noodles, Haidilao has a noodle show.Therefore, Haidilao can also provide customers with a lot of value-added services in the dining area, and the waiters will also give some small gifts to different customers.

When you go to the bathroom, you will find that there are special cleaning staff who turn on the tap for you, press the hand sanitizer for you, and hand you the towel... It can be seen that the service method of Haidilao is indeed different from that of ordinary restaurants, even if it is just A restroom makes you feel different.It's also doing a little bit more than others.

At the same time, you will find that every link of Haidilao is full of stories.For example, the ice cream story circulating on the Internet.A customer said: "I would like to have an ice cream now, I really want to eat ice cream." After hearing this, the waiter immediately went to a nearby supermarket to buy an ice cream for the customer.The customer was moved and said: "You don't have ice cream, but you went outside to buy me an ice cream, thank you." Another example is the story of the mobile phone recharge card.When the customer says that the mobile phone is out of money, the waiter will think of buying a recharge card for the customer from outside, whether it is 10 yuan or 30 yuan. The pre-stored fee of your mobile phone is exhausted, and I bought a mobile phone recharge card for you, do you think it is okay? I think it should be enough for you to use today." If you are a customer, aren't you moved?In fact, there are too many such stories in Haidilao.That is to say, its employees listened to the customer mentioning a certain demand, so they met the customer's demand quietly, and made the customer think that you have done it for me. This has also become a time to serve customers and create for customers. Chance to surprise.

It can be seen that many employees of Haidilao have a special function-seeing all directions and hearing all directions.This special ability is cultivated by them constantly paying attention to customers during the service, and always thinking about "what can I do for customers, and how can I create touches and surprises for customers".It is precisely because every employee of Haidilao thinks in this way that they create touching stories one after another.

It is through the continuous spread of this series of moving stories that Haidilao has won and retained a large number of customers.It can be seen that the best marketing is one touching story after another.

3.Customers are most moved by differentiated services

Many excellent catering and hotel companies are advocating personalized service: customers can deeply feel the intentions of every employee when they enter a hotel or restaurant, and employees are always thinking about how to move and surprise customers with their heart.In other words, how to make customers feel different through a series of differentiated services.The so-called personalized service is a differentiated service, a service that is out of the ordinary, a service that surprises customers and even brings them a moving experience.For example, when a customer complains that his throat is uncomfortable, your staff will definitely stew a bowl of pear soup for the customer with great care.The customer thought to himself: "I just told my friend that my throat is uncomfortable, but the waiter can provide me with such meticulous service."So customers are moved.The treasure chest service mentioned above also caused the customer to cough twice, and the waiter paid attention to it very carefully, and provided effective service in time.It can be seen that any question from a customer is an opportunity for employees to provide personalized services.

It is precisely because every employee of Haidilao provides meticulous service every day and provides personalized services to different customers every day, which can create surprises for customers, create so many touching stories, and let customers have a kind of Moved, so that customers are willing to wait in line, so that customers are willing to return.

Next, we consider two small questions.

The first question, if a customer said to your staff, "Waiter, can you wash a peach for me", what do you think the staff will do?If the customer is satisfied, many waiters must say "no problem", and then immediately wash the peaches and serve them to the customer.If the waiter is more careful, he will cut up the peach and serve it to the customer.However, in addition to washing and cutting, waiters who pay attention to personalized service will also do some carving, fringe and plate with more care.This is actually a differentiated service that can make customers feel different.

The second question is, if a waiter sees a couple eating in a restaurant not having a good time, and even bickering, what do you think the waiter should do?Many waiters will think in their hearts, "Why don't you hit it, hurry up, hit it, hit it", and they will stand by and watch the show; but the waiters who pay attention to personalized service will be more attentive, not only delivering a bouquet to the couple. Hua, and wrote a card for them: "Hello guys, beautiful women, when I was serving you just now, I felt that you were not very happy. I don't know if it is the reason for the poor service; but, I hope you are happy Yes. Happiness is a day, and worry is also a day. Life seems long, but it is actually very short. Why don’t you live every day happily! I sincerely hope that you will always be happy and happy forever!” Then the waiter signed.The couple should have smiled when they saw the card, because they never thought that the waiter would write such a warm message, and felt that this restaurant was very touching.

In fact, differentiated services make customers feel different.This series of personalized service methods will make customers feel "this hotel surprises us and makes us feel different".It all comes from employees' active observation, active attention, and active thinking-what differentiated services can I provide customers?How should I impress customers?
Now, through the analysis of the value-added services of excellent catering and hotel companies such as Haidilao, we have come to a conclusion: every customer, whether new or old, should be retained and moved by personalized services. , to surprise him.We need to catch customers table by table and keep their hearts, because only by keeping customers coming back can we retain profits.

(End of this chapter)