The best service model for restaurants and hotels

Chapter 2 Serving customers well starts with serving employees well (1)
[-]. Treat employees as family members and convey a touch

1.Employees pass touch to customers
As many people are familiar with, there is a rule of Hewlett-Packard that is regarded as the "HP Way": We believe that everyone has the desire to do a good job, as long as the company can provide them with a suitable stage and environment, employees will do their best. go.

HP's managers have always adhered to the "HP Way", which is to insist on making every HP employee feel dignity and trust through specific policies, systems and behaviors, and feel that the "employee first" advocated by the company is actually implemented.Therefore, HP has a culture of treating employees well, cultivating subordinates, and satisfying employees.

Because of HP's consistent persistence and unremitting efforts, until 2010, HP was a company loved by employees and an excellent employer.Even if individual employees leave HP, they leave with a smile.There is a best-selling book called "Leaving HP with a Smile", which talks about how HP implements humanized management.

The success of Hewlett-Packard is obvious to all. It is Hewlett-Packard's corporate culture of "treating employees as family members" that has touched the hearts of Hewlett-Packard employees.Afterwards, HP employees passed on this emotion to their customers, dealers, and the whole society, which made us truly feel the charm of "The HP Way".

A few years ago, a friend around me said to me: “In recent years, there is a catering company called Haidilao. Take a look." Because I often give lectures to some high-end restaurants and star hotels, and I often go to many four-star and five-star hotels, so I said: "What's so good about a small hot pot restaurant? "My friend said: "You will know when you go and have a look." With doubts, I came to a Haidilao in Beijing.This is what I saw when I entered Haidilao for the first time.

The scene of Haidilao customers waiting for their meal

This Haidilao is on the fourth floor. When I walked in, I found that there were dozens of people in line. I regretted that I didn't make a reservation.While waiting, I kept watching.I know very well that if there are dozens of customers queuing up in front of a restaurant, there must be a secret to its operation.Out of this idea, I am willing to wait, I want to observe and learn more about Haidilao.

Half an hour later, it wasn't my turn yet.So I thought, I can't keep waiting like this, so I stood up and took a walk.After another nearly 20 minutes, it was still not my turn.Every customer has this kind of mentality. After waiting for more than half an hour and no results, he may want to leave.I was in this state of mind at the time. Looking at the time, it was almost one o'clock in the afternoon, and I was already very hungry, so I thought of going to the restaurant next door.

Just as I was about to leave, a waiter immediately gestured to me and said to me with a smile: "Sir, can I help you shine your leather shoes?" One tooth, I thought how embarrassed to dampen his enthusiasm, so I immediately said: "Yes." He gestured again: "Sir, this way please!" When I sat down on the chair, the waiter was smiling Said: "Sir, what's your name?" I said: "My surname is Yi." "Mr. Yi, I am very happy to serve you. Guess why I asked you to come when you were about to walk to the elevator door just now. Help you shine your shoes?" I was stunned by his question, and I said, "Why?" He said, "Mr. Yi, frankly speaking, you left as soon as you left. For me, it is nothing more than less service. One customer, for our restaurant, at most we lose one customer..." I thought he was joking with me, but he changed the subject immediately, "Mr. Yi, guess what is the service culture of our company?" I was stunned again: "What service culture, tell me what it is." The waiter said with a smile: "Our service culture is to convey a touch."

I would like to ask, do you think the customer will be moved by the waiter saying "pass a touch"?Why did the waiter say such a sentence to the customer?You may wish to reflect on whether your employees will pass on culture to customers, or even chat with customers about "what is your company's culture".

Thinking from this perspective, I found that every employee of Haidilao not only understands Haidilao's service culture, but also knows it well.The real gene of Haidilao's success is its culture.Therefore, many managers, entrepreneurs, and owners of restaurants and hotels know that the culture of Haidilao is its soul.

At that time, I was deeply touched by the waiter's sentence "Our service culture is to convey a touch". I not only wanted to understand the meaning of this sentence, but also thought about another problem: many managers would say to employees: Everyone puts more effort into conveying touch to customers”, but can employees move customers?I don't think so, because even if employees know to convey emotion to customers, they may not be able to convey it.

2.Motivation is transmitted from top to bottom
How did Haidilao manage to "deliver a touch"?Through continuous in-depth understanding, I found that every touch conveyed by Haidilao is passed down from top to bottom.That is to say, when a new employee has just entered Haidilao and passed Haidilao's 3-day training, he will be sent to a store.The manager of this store will greet him immediately, and introduce to him his partners (that is, colleagues), the surrounding environment, the working environment of the restaurant, the living environment and so on.At the same time, the store manager will also learn about his eating habits, and even ask "what is your favorite food, how can I prepare it for you", and even cook for him.When a new employee sees this situation, he will immediately say: "Shop manager, please don't be so nice to me."

When the store manager shows care for new employees, the new employees will be very moved; when the employees are moved from the bottom of their hearts, he will pass this emotion on to the customers.Therefore, the transmission of a touch is from top to bottom, that is, it starts with touching the employees; when the employees are moved, he will pass the touch to the customers.This is what I have been emphasizing, that is, moving employees will create moving customers.

I remember that when a certain media reported the entry process of a new Haidilao employee, there was a sentence written like this: Family service is not achieved by high standards, nor can it be trained by superiors, but passed on.Pass on other people's family affection to customers, and pass on the touch you have received to customers. This is family service.

The reason why Haidilao has so many customers is because its managers have passed on the touch to the employees through family service, and the employees have passed on the touch to the customers.That is to say, the manager must serve the employees well first, so that the employees can better serve the customers.This requires managers to have this awareness - serve their own employees first.Now, think about it, your employees, how are you serving?
[-]. Caring for employees begins with understanding employees

There was a boy who was courting a girl.The boy said to the girl: "Honey, I love you!" The girl didn't say anything.It's the girl's birthday in two days.The girl thought to herself, doesn't he like me and pursue me, I celebrate my birthday today, let's see how he expresses.On the morning of her birthday, the girl waited for the phone, but the phone didn't ring; I wanted to hear what he would say in the second sentence, but I didn't expect the young man to go on to say: "Honey, if there is nothing else, I will go to bed earlier, bye." The girl only had one sentence in her heart: bye forever, never see you again!
This young man keeps saying that he loves this girl, so should he know about this girl's birthday?What this girl likes to eat and drink, should he know?What is the girl's family situation, should he know?Should he know if this girl likes watching movies?Should he know whether this girl likes shopping or not?Should he know if this girl likes to listen to music? ...Since he keeps saying that he loves her, he should be clear about her daily life, hobbies, family situation, etc.

This is the same as "caring for employees starts with understanding employees".We can't just shout slogans without actual actions.If you just say "love our employees", but you don't understand the employees here and there, will your employees think that your love is sincere?Therefore, you should always remember: Caring for employees starts with understanding them.Don't let employees think that "our leaders are always slogans", you have to use actions to make them feel your care.

Excellent restaurants and hotels not only advocate caring for employees, but also let employees feel the care of the company through practical actions.It can be seen that in order for restaurants and hotels to succeed, it is not only about advocating caring for employees, but also how to demonstrate caring for employees with actions.

With these thoughts in mind, combined with the cases of some outstanding domestic enterprises, I put forward some personal suggestions for your reference and reference.

1.Gain insight into the work and life of employees

Ms. Sun Taoxiang, the "female shopkeeper" of Hubei Sanwuchun Hotel, interprets the Wuhan version of "Dae Jang Geum".She said: "I am like the employee's mother, infecting everyone with love." In Sun Taoxiang's heart, employees come first and customers come second.Sun Taoxiang said: "In the nearly 20 years since I started my business, every time I recruit an employee, I will insist on writing down his resume and the basic information of his family members." It is not easy to achieve the word "persistence". In 20 years, it will be even more difficult.

In addition to knowing the basic information of each employee, including the basic information of their family members, Sun Taoxiang will buy clothes for the employees' children as holiday gifts every Children's Day.Sun Taoxiang said: "From the day I started my business, I have insisted on understanding the family situation of every employee, including their parents and children. I often think about how I should care for and help them." As a boss, should you reflect on , What have you done for the employees' parents and employees' children?During the holidays, what do you think of doing for them?
Sun Taoxiang's actions touched one employee after another.She made a good summary of her approach: "Customer satisfaction comes from employee satisfaction." Just imagine, if customer satisfaction is not high, what will happen to your employee satisfaction?Your employees are definitely not happy either.Employees don't feel warm in the company, do you think you can keep them?Do you think they take good care of their customers?As mentioned above, only by serving employees well can employees serve customers well.

So, as a manager, you should think about it, what have you invested in your employees?Are you caring about your employees?Do you know every employee around you?Do you really put every employee in your heart?Please remember: starting from life, sincerely care about employees; starting from work, helping employees wholeheartedly.

Only when you live in peace can you work happily.How do you care about your employees in terms of food and daily life?How do you help your employees at work?Whether it is a new employee or an old employee, they will have difficulties. How do you deal with it?So managers have to think about what you have done to employees on these two points, and how much do you know about employees.

We can test whether managers really understand employees.The content includes each employee's personality, expertise, hobbies, family situation, advantages and disadvantages, and so on.You may think: "Why do you need to know so much about employees?" But I tell you that it is necessary.

Always remember: Caring for employees begins with understanding them!
Managers understand the orientation of employees
It is an analysis form provided by a company to care about the daily communication of employees.From this, you will find that if you want to understand employees, you need to communicate more with them and pay more attention to them.You can also make a similar table, and then classify according to the status and situation of the employees, including the age of the employees, family members, hobbies, ideals and ideas, mentality, and even some troubles they encountered, etc., Add a note later.

A company cares about the daily communication situation of employees' life analysis form
name of worker
age

family member
interest

ideal

upset

Remarks

Zhang Xiaohua

Wang Xiaomei

……

After listing these situations, you can do some analysis when communicating with employees.For example, Zhang Xiaohua has a very good family situation. For an employee with a very good family situation, if you want to praise her or motivate her, what aspects do you think should be used as a manager?At this time, you have to think that material things may not be what she cares about the most, because her family conditions are good, what she cares about most may be "how my leader can give me some spiritual encouragement", whether it is the so-called commendation card, honor list, or honor A badge is an honor to her.

Another example is Wang Xiaomei, you found that her mother was sick and her father was laid off in the column "Family Conditions", which shows that her family conditions are very average.Then, in addition to caring for her often, you should also visit her home during the holidays.If Wang Xiaomei performs very well, how should you motivate her?Shouldn't there be some bonuses, or some more material incentives for her?

The situation of every employee is different. In management, you have to learn to be different from person to person.This is personalized management.For different employees, you have to provide targeted care, rewards, incentives, and encouragement, and finally make employees feel: this company feels like home, and this company is very warm.

As a manager, you must remember: you have two customers, one is the external customer who sends you money; the other is the employee who makes money for you, which is the internal customer.These two customers must be taken care of, and we must pay attention to people-oriented.What is "people-oriented"?I think that employees are the root and customers are the foundation, so these two customers are the foundation of the enterprise.If you only take care of external customers, but internal customers complain, then your business will be difficult to grow.So as long as you take good care of your employees, the employees will naturally take good care of your customers.

The Ritz-Carlton Hotel adheres to the credo: To take good care of customers, first of all, we must take care of those who take care of customers.That is to say, satisfied employees will provide high-quality services, which will bring satisfied customers, and satisfied customers will come to patronize again, bringing profits to the company, and this will form a virtuous circle.

2.Haidilao's employee service method

There are still many restaurants and hotels similar to Haidilao in China, but why are many of them unable to provide services like Haidilao?Because Haidilao starts from the employees, that is to say, the reason why Haidilao's services are in place is because they first impress their employees, that is, they first serve their internal customers-employees.If you want employees to serve customers well, the key lies in how to serve employees well.

Let's discuss how Haidilao serves its employees well.

First of all, Haidilao's approach is to enhance employees' sense of family and treat employees as family members.Because only by serving the employees well first, can the employees serve the customers well.Haidilao has the lowest employee turnover rate in the industry due to the enhanced sense of family among employees.Friends in the same industry must also know this point better.So, how does Haidilao enhance the sense of family among employees?How to make employees feel that he is your family?I have summarized the following four points.Managers can reflect on how they are doing at these four points.

(1) Eat like home

The managers of Haidilao pay close attention to the eating habits of each employee: what Xiao Zhang likes to eat; Eat light food; Xiao Sun is from the north and likes to eat pasta... The managers know what kind of taste different employees have.This makes the employees of Haidilao feel that Haidilao is like their own home, and the managers care about their children like a mother.This, as a manager, have you done it?Do you know what employees like to eat?But Haidilao has done it, they make employees feel like eating and drinking like home.

(2) Living and accommodation like home

Haidilao arranges the accommodation environment, that is, the living environment of its employees very well.First of all, the apartment where the employees live is very close to the restaurant, and it takes no more than 20 minutes to walk.Secondly, there are special cleaning staff to help employees clean, and housekeeping companies are hired to serve Haidilao employees.In the words of Haidilao's managers: Our employees have worked hard every day at work, and we don't want them to go back to their dormitories to do a lot of hard work.We help employees with tasks such as cleaning and clearing sheets, and employees can sleep soundly when they go back.A good night's sleep will give you more energy the next day and more confidence to do your job well.Thirdly, the apartment dormitory is equipped with computers, air conditioners, and water heaters, making employees feel as warm and warm as home.

(3) Feel like home inside

In fact, I feel like home in my heart, as I have already said in the previous article, it is to convey a touch.When every new employee enters Haidilao, the manager cares for him very much, as do the old employees. This makes every new employee feel in his heart: Haidilao is my home, and I am the owner of this home.Because we are all brothers and sisters, we are all equal.

(4) Boldly authorize and trust employees
How does Haidilao make every employee feel that "this is my home, and I am the owner of this home"?The key is that Mr. Zhang Yong, the chairman of Haidilao, dares to authorize boldly and trusts employees.In Haidilao, grassroots employees can give customers a fruit plate or even a dish for free in order to win customers according to their own ideas.This makes every employee feel "I am the master of the house, what can I do for this customer, I have power, I can be the master".With a sense of ownership, employees will face everything positively.

(End of this chapter)