The best service model for restaurants and hotels

Chapter 15 Exceeding Customer Expectations and Guaranteeing Customer Return (2)
Most hotels will encounter such a problem: at eleven or twelve o'clock in the evening, many customers have already fallen asleep, but there are always some customers who have just returned from outside or just checked in.When they go to corridors or corridors, they will talk loudly or even hum a little song. These actions will affect other customers who are asleep, and even wake up customers who are already asleep.At this time, how do you remind customers in the corridor or corridor not to speak loudly?You might say, "Ask the waiter to remind you, 'It's getting late, can you speak more quietly?'" Besides reminding, what else do you think of?Not all employees will stand there and take the initiative to remind, and you will not be able to remind in time every time a customer enters the corridor or corridor very late, or even the moment they enter the elevator.What else do you think of besides doing this?Don't be afraid of not being able to do it, but be afraid of not being able to think of it.

After eleven o'clock in the evening, some hotels will put a notice board next to the elevator on the first floor, with a sentence written on it: I'm all asleep, boo!This is to remind customers that it is already late and everyone is asleep, so don't talk too loudly.If you are a customer who returns to the hotel very late, when you press the elevator and see the sign next to it, you should lower your voice or stop talking.

This is a humanized service design.From a certain point of view, in addition to humanizing the management of employees, the design of services also needs to be humanized.This is a kind of humanized design for customers, and it is also a kind of thinking from the perspective of customers.Many catering hotels emphasize catering culture, which is actually a kind of humanistic culture, advocating a kind of humanistic spirit.

Through these two cases, I want to say that some good service methods cannot be all the ideas of the boss or the manager, but must also have the ideas of the employees.

Words from Yi Family
A good service method will definitely integrate the ideas of the grassroots employees. Everyone will work together and think together, and some good suggestions will be collided. This will make it easier to implement the suggestions into actions and let customers feel more moved.

2.Make good use of "Basi Card" and provide detailed services
As mentioned earlier, the use of the thinking table requires employees to think about problems and make suggestions, so now let’s take a look at what the content of the thinking table is.I have summed up eight items, that is, "restaurant employees think eight times from the perspective of customers", referred to as "eight thought cards" for short.What are the eight items?

First, what do the customers I serve need most?If a company from top to bottom, including managers, thinks about customers every day and thinks "what are the needs of the customers I serve", then it will definitely exceed the needs of customers.The employees of Haidilao all say that "the needs of customers are what I pursue." It can be seen that they are always thinking about "what the customers I serve need most".

Second, what problems can I help customers solve?As mentioned earlier, service is the ability to create opportunities to help customers anytime, anywhere.The employees of Haidilao said: "The customer's problem is my subject." If the staff of your hotel or restaurant can think from the customer's point of view "What problems can I help customers solve", then he can help customers anytime, anywhere. Provide efficient service to customers.

Third, what can I do to surprise and move customers?Haidilao has created many touching stories for us.The employees of Haidilao can bring surprises and touches to customers precisely because they are thinking "I have served so many customers today, where have customers moved, and what can I do to move customers".They are all thinking seriously, and they are all working hard.If you don't even think about "what to do to surprise and move customers", can you create surprises and touches for customers?So let the employee think about where he can impress customers every day; where he does a little more than others every day to impress customers.As mentioned earlier, Haidilao's service method is to do a little more than others; and this little bit is actually the place to create surprises and touches.

Fourth, how can I do better?This requires your service to be refined.Because many employees, especially veteran employees, always think that they are already excellent, they always think that they are already great, and they always think that they have done a good job.Even if you have done a good job, can you keep thinking about "how can I do better" every day and strive for excellence?Everyone is talking about how to do a good job in service, can you also think about how to provide better service, more refined service, more meticulous service, and take it to a higher level?
Fifth, what can I do to make customers remember me?Many hotels are emphasizing such a concept: a home away from home, or called a home away from home.In other words, the customer is our family, we are also the customer's family, and the hotel is the customer's home.Just think about it, when customers walk into your restaurant or hotel, you will find that many customers will shout: "Waiter, pour me a glass of water".Or "waiter, pour me a cup of tea." Here comes the question, if the customer opens his mouth to the waiter, does he treat you like family?How can there be family members who don't know each other?If you treat him like family and he treats you like family, he should know who you are.If he says "waiter", it means that the customer does not regard your company as his family and his employees as his family.Therefore, we must ask employees to think more about "how to make customers remember me".

Remember the Haidilao waiter Zhang Qiulian mentioned earlier.I deliberately joked with her: "How did I find out that you have a work badge, you are so big." She smiled and said: "Hello, sir! My name is Zhang Qiulian. Since my partners call me Xiao Zhang, you can also call me Xiao Zhang." Let me be Xiao Zhang." This is to express that she lets customers know who she is.In Haidilao, even if the customer calls the waiter, the waiter will hint at the customer's last name or name.For example, "Sir, my surname is Liu, you can call me Xiao Liu" or "Sir, my surname is Zhang, you can call me Xiao Zhang".Haidilao employees always emphasize who they are to customers, that is, tell customers: "I am your family." Sometimes Haidilao employees do not even call customers Mr. or Ms., but brother or sister. Create a homely atmosphere.

Maybe I was infected by Haidilao. Sometimes when I go to a restaurant, I say: "Waiter, pour me a cup of tea." After the waiter comes over, I will ask one more question: "What is your name?" Say: "Sir, just call me a waiter." It can be seen that there is still a difference between an excellent restaurant and an ordinary restaurant.Haidilao thought about "how to let customers remember our employees, let employees treat customers as family members, and customers also regard our company as a home, so that customers can feel at home", but some restaurant employees actually said: "Call me It’s just a waiter.” This means that you have no feeling with customers, so that customers will not remember you, and customers will definitely not feel at home.

Sixth, how many customers do I remember and retain today?In fact, this is also integrated into the content of personalized services.Only by constantly remembering the customer's name, habits, and hobbies can you serve customers better.At the same time, think about "how many customers did I retain today".

Do you still remember the shoeshine staff I met when I first went to Haidilao to line up?At that time, there was such a detail: I waited for nearly an hour and wanted to leave the restaurant.When I was about to press the elevator down, who came and stopped me?It is this shoe shine boy.He said with a smile on his face, "Sir, is it convenient for me to shine your leather shoes?" Was he just doing it for me?No, he was thinking: "I want to keep this customer." To keep the customer is to keep the profit. It is because he kept me that I want to write a book and record a set for Haidilao. Course, share Haidilao's service with you.I will keep mentioning Haidilao when I give lectures all over the country, and recommend friends to eat hot pot at Haidilao.What am I doing?I am working as a word-of-mouth marketer for Haidilao.

It can be seen that it was a sentence and a smile from a shoe shine employee of Haidilao that not only kept me, but also voluntarily promoted Haidilao everywhere.This is the true portrayal of "retaining customers is retaining profits".I'm doing free marketing for Haidilao, I didn't charge Haidilao a penny, and Haidilao didn't give me a penny, but I still remember that waiter until today, and I keep promoting it wherever I go Haidilao.Because he not only kept me, but also touched my heart.Haidilao has done a good job on this point. Every employee asks himself every day, "How many customers have I remembered today, and how many customers have I retained".It's really not easy to do this.So, you might as well ask your employees to think more about "how many customers do I remember and retain today".

Seventh, can my service behavior today reflect the hotel's service culture?The shoe-shine employee of Haidilao passed on to me the service culture of Haidilao.So do employees know your company's corporate culture?Does he spread corporate culture every day?

Eighth, what new service thinking do I have in my post today?In fact, this issue has been discussed before.Haidilao's employees like to think about problems, because Haidilao has a management mechanism - to encourage employees to innovate and think.From the perspective of this service model, what new service thoughts do your employees have every day?
For example, some hotels will provide customers with fruit service.In my opinion, to do a good job in fruit service, we need to think about the following two questions:
The first question, is the fruit you provide customers favorite?If I stay at your hotel, is the fruit platter you serve me my favorite?If you provide bananas and apples and I haven't moved them for two days, do you think it will cause waste?
The second question, is the fruit you provide every time the customer loves it?When I come to the hotel for the first time or the second time, you can provide me with the fruits I like to eat, but how can you ensure that I will still eat the fruits you provide when I come again?For example, a customer used to love bananas the most, but now he loves oranges.How should you collect this personalized service information?If you want to be so detailed, then you have to think deeply about your service.

Later, I went to the Zhonghao Hotel twice and gave them lectures. I found that their services do have a lot to commend them.Such as their fruit self-service supermarket.

What is a fruit self-service supermarket?Take a look at the interpretation of Zhonghao Hotel: Dear customer, in order to serve you better and meet your needs without causing waste, you can choose four favorite fruits from the following fruits for free.

When I saw the fruit self-service supermarket, I understood it, so I ticked my favorite winter dates, bananas, and sugar oranges.Immediately afterwards, they brought me winter dates, bananas, and sugar oranges.In this way, they know what I like to eat, and they provide me with the fruit I like to eat. When I come again next time, they will have my personalized service information.So when customers come again, they don't need to tick off, they will take the initiative to provide customers with corresponding services.Of course, if customers liked winter jujubes, bananas, and tangerines before, but now they don’t like them, and they have changed to grapes, lychees, and cherry tomatoes, they can tick the box again to change the information.The hotel can also adjust the fruit in the fruit self-service supermarket according to the season.

This is an innovation of Zhonghao Hotel in fruit service.It can be seen that as a restaurant and hotel company, don't just provide customers with fruits, you must think about whether the fruits you provide are what customers like to eat.Some hotels have even made it more detailed: there is a brand next to the fruit provided to customers, marking which nutrients the fruit is rich in, so that customers can eat healthy.

These are the eight thinking of employees from the perspective of customers, all of which are service thinking.Don't be afraid of not being able to do it, but be afraid of not being able to think of it.These eight questions may not all be suitable for your hotel or restaurant, but you can summarize which of these eight questions are more suitable for your employees to think about, and which ones can be redesigned.Because since it involves operations, you must choose the most suitable issues for your company to think about.

Of course, it does not mean that with these eight items, or telling them to employees, employees will know how to do it.You can put these questions on cards for employees to keep with them.You can also ask the employee to write these contents in his notebook, so that he can think about these issues at any time every day.As long as you strictly supervise and practice, you will be able to capture new ideas.

(End of this chapter)