The best service model for restaurants and hotels

Chapter 14 Exceeding Customer Expectations and Guaranteeing Customer Return (1)
The core of service management of restaurants and hotels is to pay attention to customer satisfaction at any time.While paying attention to customer satisfaction, we also need to establish a management mechanism to encourage everyone to think and innovate, so as to constantly exceed customer expectations and ensure that customers return.

[-]. The needs of customers are the direction of our efforts

Let's take a look at a picture, what do you think of through this picture?This is in the bathroom of Haidilao. There are many items on the table, including Dabao, gel water, comb, toothpaste, toothbrush, razor, and rubber bands for girls to tie their hair.Why are there so many items in the bathroom of Haidilao?Why is Haidilao so thoughtful?
I sum up the reason in two sentences.

The first sentence, "customer needs, is my pursuit."Why are toothpaste and toothbrush placed there?Some customers asked the waiter before eating: "Do you have toothpaste and toothbrush here?" The waiter said: "No." The customer said: "It's broken, I like to brush my teeth before eating." : "Do you have toothpaste and toothbrush here? I want to freshen my breath and brush my teeth before leaving." Hotels or restaurants must have encountered such customers.Haidilao's managers believe that "since customers have such needs, we must provide customers with corresponding services. Because customer needs are my pursuit", so Haidilao has achieved it.Even a small bathroom provides so many services.You should think about where your hotel or restaurant meets the needs of customers, and which ones are constantly pondering and surpassing from the perspective of customer needs, and constantly surprise your customers?
The second sentence, "The customer's problem is my problem."No matter what kind of difficulties the customer encounters and what problems you need to help him solve, you should think about how to help him solve it, surprise him, and let him feel that you have thought of everything he wants for him.

In Haidilao's bathroom, I had such an experience.

Once, as soon as I came out of Haidilao's bathroom, I was about to wash my hands.I didn't need to turn on the tap at all. After a cleaner said hello to me, he turned on the tap for me immediately.I said: "Thank you." When I was rubbing my hands, he immediately pressed the hand sanitizer for me, and I stretched out my hand and said, "Thank you." I was moved and said, "Thank you." Turning on the faucet, pressing the hand sanitizer, and handing the toilet paper, these three actions made me feel very comfortable and touched, making me feel like a VIP.

So, sometimes I joked that when you come out of Haidilao's bathroom, you only need to close your eyes - say thank you - reach out your hand - say thank you - rub it clean - say thank you, and you can walk out.

Once, I walked into the bathroom of a hotel and saw a cleaner standing there, so I did the three actions just now, but no one paid attention to me after waiting for a long time. Would the cleaner look at me like this: Is this person sick?He will definitely think I'm crazy.In fact, I was deliberately verifying the service of the cleaner to see if he knew what the customer wanted.This shows that even if it is a cleaning staff in a restroom, there are differences in service; even if it is a service method in a restroom, it can also reflect the gap.

In Haidilao, cleaners not only need to wipe tables, clean up, and clean toilets, but also have a sense of service at all times.Even the cleaners are serving customers at any time, even the cleaners are thinking about how to create surprises for customers, and even the cleaners are thinking "how can I remember this customer".It can be seen that in the final analysis, service is to pay attention to customer satisfaction anytime and anywhere, and create opportunities to help customers.

[-]. Encourage thinking and innovation to do the most profitable business

Why should everyone be encouraged to think and innovate?How do your employees think and innovate?See why Haidilao encourages employees to think and innovate.

Haidilao has a management motto: If employees are only required to strictly abide by the system and procedures, it is only tantamount to hiring their hands, which is the most loss-making business.For the human hand is the worst machine: in strength it is no match for a machine.And the most valuable thing about human beings is the brain, because it is creative.

It is based on this kind of thinking that Haidilao is constantly giving play to the initiative and creativity of every employee, and constantly motivating employees to think and innovate.Haidilao's approach gave me such an inspiration: we must mobilize the enthusiasm of employees and stimulate their innovative thinking.Not only let employees know how to work, but also let them learn to think and innovate while working.

1.Encourage employees to contribute more golden ideas
, what are the employees of Haidilao doing?The one in the middle may be the supervisor, and the circle around it must be the employees.Everyone was thinking, and each of them had a pen, and they all wrote something.So what were they thinking and writing?They are thinking "What are my new ideas, what are my good ideas".They are thinking about some new service methods.

In fact, there is an innovation committee at Haidilao's headquarters.The innovation committee is composed of regional managers, deputy general managers, etc., and everyone works together to do some innovative thinking.In addition to the innovation committee at the headquarters, each branch also has a list of golden ideas.In other words, each store must have some new ideas every month.When they arrive at each team, what they want to do is actually the picture presented. Every team will think about "what is our golden idea" every month, every week or even every day.They will do some thinking, give some feedback, make some innovations, and do some communication around the needs of customers, around the various service links of the restaurant, and around the suggestions of customers.After such a collision, they will get many new thinking patterns, including golden ideas.

2.Name items invented by employees after them
It's a phone case.In Haidilao, it is not called a mobile phone case, but a "baodan bag".

Because it was invented by an employee named Bao Dan.Naming an item after an employee is an innovation.This measure motivates one employee after another to strive for innovation.

The picture below is a small shelf on which a spoon can be hung.It was invented by an employee named Jiang Enbi, hence the name "Enbijia".Every branch of Haidilao has this shelf, which means that more than 1 employees of Haidilao know the name of this shelf, and naturally they also know the name of this employee.This employee is like a corporate star, and he feels his own value, which is a kind of honor.

"Enbi frame" invented by Haidilao employee Jiang Enbi

Naming objects with their names is a great incentive for employees.In this way, every employee of Haidilao will learn to catch up, thinking "what good ideas do I have, what new inventions do I have, can I also name them after me".Haidilao encourages employees to innovate in this way, allowing more and more employees to devote themselves to innovative thinking.

You may be complaining: "Why don't employees think proactively?" The key is whether you have a corresponding management mechanism.Haidilao has an innovation committee and a leaderboard for golden ideas, and if employees have good ideas, they will also be linked to bonuses, and there will be additional rewards.What do you give your employees?If there is no incentive, no assessment method, and good or bad performance is the same, employees will not have any new inventions.He will feel that it doesn't matter, and he will think "Why should I think more, as long as I do the job well and don't get scolded by the leader."This cannot mobilize the enthusiasm, initiative and creativity of employees.Therefore, Haidilao said: "If employees are only required to strictly abide by the system and procedures, it is tantamount to hiring only his hands. This is the most loss-making business."

Combining the case of Haidilao, you should think about what to do in your hotel or restaurant?What kind of inspiration and good methods do these practices of Haidilao bring to you, which are worthy of your reference and reference.

3.Encourage employees to find problems, think about problems, and solve problems

In reality, many customers will give feedback on some problems, and employees will also find some problems at any time, so can you let employees make some summaries based on the problems that employees find every day while collecting customer feedback.In other words, you can ask employees to discover problems at any time and think about ways to solve them by making a problem feedback information form.

It is a daily problem summary table for a hotel.There are always some employees who will think about some problems, or problems reported by customers, or problems discovered by employees themselves.They give feedback to managers, or take notes themselves, and then think about a corrective plan.

project name
administrator

(________) Question of the day
Corrective plan
It is an employee feedback question suggestion card.Asking employees to give feedback does not mean that if you tell him "you want to give feedback", he will give feedback.You have to design a feasible operation tool for him, let him know how to record and how to give feedback.The Employee Feedback Question Suggestion Card is a form I designed for employees of restaurants and hotels.This form mainly includes recorder, time, feedback related questions, feedback suggestions, employee thoughts and notes.

recorder:
时间

Related questions
feedback
employee thinking

Remarks

So, what new ideas will employees have?Let's look at some cases.

What reminds you?This is a red graphic on the tablecloth of a hotel, and the graphic is the hotel's logo.Why is this logo on the tablecloth?Because there is a hole in the tablecloth, if it is directly sewed and continued to be used, the quality will be reduced, so they made up for it with the hotel's logo, which not only shows the corporate image, but also conveys the corporate value.This kind of result must come from the thinking of the employees of this hotel.It can be seen that after discovering a problem, it is not enough for an employee to just report to the manager and say, "Manager, we have a hole in a tablecloth".As an employee, or as a lower-level manager, you can say something like, "Manager, we have a hole in a tablecloth, and I think this place should do that..." That's finding the problem, reporting it, and fixing it.

Look at the picture below again, what do you think of?
Although there was a box of tissues next to the sink, it was all wet.Why is it wet?When this problem was discovered, whether it was the manager or the employees, did they think about why?Here's a photo I took in the restroom of a private room in a fancy restaurant.There are paper towels in many hotel bathrooms, but they are all placed next to the sink. When customers turn on the tap to wash their hands or face, part of the water will easily splash on the paper towels, making a box of paper towels wet.Not to mention that it is not wasteful, how can customers use wet paper towels?Without a question like employee feedback, without a form like the "Employee Feedback Question Suggestion Card", this problem would not be solved.Because not only do employees not think about this issue, but they still think in their hearts, "Is it related to me whether it is wet or not? Anyway, I don't have to put it in that place, it is the leader's request to put it there."He always thinks that this is the responsibility of the leader, but he ignores his own responsibility and doesn't think about "how can I improve and optimize this place if it gets wet".Therefore, we must let employees have some thinking.Only after thinking about it, employees will think: "Whether a box of tissues is placed in the right place, or design another shelf, or..."

When I was inspecting hotels in Singapore, I saw that there was always a shelf next to the sink in the Hilton Hotel. This shelf can hold some disposable items for customers, even a box of tissues.This improvement is equivalent to separating the sink from the customer's supplies.In this way, no matter how the customer washes it, whether it is a towel or a paper towel, it will not get wet.This shows that they have thought about this place.

In fact, in many hotels or restaurants, as soon as we walk in, we can see the problem.Of course, employees can also find problems, but the sad thing is that most employees think that "this has nothing to do with me, so what can I do if I just give feedback? The leader can solve it better, and if I can't solve it, I think it's not necessary to meddle in my own business." .Therefore, hotels and restaurants not only require managers to think, but also require employees to think.The hotel must have some incentives to encourage employees to find problems, give feedback and think about solutions to problems at any time every day.Employee Feedback Suggestion Cards provide you with a proven tool.

What reminds you?
In this room, two chairs are positioned next to the curtains, allowing light to flood into the room.Customers can't sleep well at night, maybe it's because the curtains can't be drawn.I have a habit of sleeping. When the light is turned off, I can't fall asleep until I can't see my fingers.But I found that the curtains in many hotel rooms just couldn't be drawn, and there was always some faint light leaking in, which made me sleep bad all night.Can't the hotel staff and managers discover this problem?Employees may feel indifferent, neither reflecting nor thinking about this issue from the perspective of customers.However, if your hotel has an employee feedback suggestion card that requires employees to constantly report problems, then this problem can definitely be solved.

Once, when I stayed in a four-star hotel in Fujian, I almost fell in the bathroom of the room I stayed in because I didn't see any steps.It wasn't until I looked sideways that I realized that there were steps.So, I think a sign should be placed near the steps.Later, I reported this problem to the manager of this hotel, and they checked and found that there was indeed a problem, so they accepted my suggestion.There should be hints in many places in the hotel.If there is no notice where there are steps, who will be responsible if an elderly customer accidentally falls, breaks a bone or suffers a stroke?Although they are all small things, if you don't pay attention to these details, hidden dangers will be left, which may cause major accidents at any time.

Once, Mr. Ji Qi, the chairman of Hanting Hotel, held a store manager meeting.At the meeting, he asked the store managers present a question: "What do you think should be the most important thing in hotel management?" Some said it was marketing, some said it was human resources, and some said it was employee management... Ji Qi Said: "What you say is all reasonable, and I agree; but let me tell you, I only have one point of view, and that is safety, and safety is the most important thing in the end."

Haidilao's service customers think it is very good, but if the customer falls down as soon as he walks into Haidilao, the reason is that the ground is too slippery.The waiter immediately apologized, and the customer would not be angry at that time.But as soon as he sat down, he fell again.This time the reason is that the chair is not firm, so will the customer get angry next time?At this time, the waiter sincerely apologized, soothed his mood, and changed the chair.He sat down.But while he was eating, the hot pot started to spew fire, would he still dare to eat it?While eating, the light fell down again. Would he still dare to eat?It can be seen that no matter how good the service is, the customer will not come next time.This is not safe.So think about it carefully, what Mr. Ji Qi said is very reasonable.In the face of safety, everything is false, safety first, and details are also safety issues.Without the premise of safety, no matter how good the service is, the result will be zero.

Therefore, in addition to requiring employees to think more, managers should also allow employees to give more feedback.Satisfaction comes from the feedback of employees and customers. Sometimes customers will not tell the hotel manager their ideas and suggestions, but they will tell the waiters around them. Then the staff must make corresponding feedback and thinking--customer What are the requirements for us and how should we improve the service.Employees face a large number of customers every day. As long as they think carefully, they will have ideas and touches, so that they can find problems at any time.After the employees discover the problems, they make a summary every day or every week, and then give feedback to the managers. In this way, everyone can brainstorm and work together to find a solution to the problem.This is a key point in improving customer satisfaction.

[-]. Don’t be afraid of poor service, just be afraid of not being able to think of details
Since Haidilao's management mechanism can encourage employees to think and innovate, your hotel or restaurant can also encourage employees to think.How to make employees think?You only ask employees to think about problems that cannot be solved, and you also need to provide employees with corresponding tools.I provide you with a tool, which is a thinking table.Before introducing the thinking table, let's look at two cases.

1.If you can't think of details, the service is doomed to be poor
In a star hotel, sometimes there are many customers, and sometimes there are fewer customers.When there are many customers, the porter will also help the customer carry the luggage, pull the luggage, or use the luggage cart to help the customer carry the luggage.But when the customer brings a lot of luggage, the bellman is not around, and there is no luggage cart, where should the luggage be placed when the customer checks in at the front desk?You should never say "put it on the bar".In a three-star, four-star or five-star hotel, customers' luggage is placed on the bar counter, I think this will affect the quality and image of the hotel.You also don't say "just throw it on the ground".Because some customers pay attention to this point and don't like to throw their luggage on the ground.How to do it?What can you do?This is a question worth thinking about.

When I was giving a lecture in Urumqi, Xinjiang, I stayed in a hotel.The manager of this hotel also often takes my lessons.I found that they are very careful: there are several luggage racks at the front desk of the hotel. When customers register at the front desk, the luggage does not need to be placed on the bar or thrown on the ground, as long as it is placed on the luggage racks.Such service details will make customers feel very intimate.

Have you thought about this detail?Since it is a case, it is not absolute. This method may not be suitable for your hotel or restaurant.Every enterprise has its own different service methods, and has some new thinking and thinking.What they think of is to do this, this is just a thinking from the customer's point of view, maybe you can do better than them.

Let's look at another case.

(End of this chapter)