The best service model for restaurants and hotels

Chapter 9 Value-added services make customers willing to stay (1)
After serving the employees well, the next step is to serve the customers, because only by serving the customers well can we retain profits.In this way, a closed virtuous circle - "circle of love" is formed among enterprises, employees and customers.What is "The Cycle of Love"?It is the shape of a heart, a circle of love.That is to say, the enterprise should take good care of the employees, caring for the employees, caring for the employees, and then the employees will pass on their emotions, care, and love to the customers, and the customers will remember the services of the company and become repeat customers. , the company can retain profits.

[-]. Profit is the result of customer and employee satisfaction
When customers and employees are satisfied, profits will naturally come.Mr. Zhang Yong has been emphasizing to the outside world: "Our evaluation indicators for store managers have never been profit or financial indicators. Our two core indicators are customer satisfaction and employee satisfaction. When employees are satisfied, customers will naturally Satisfaction. Profit is the result of customer satisfaction and employee satisfaction. When customers and employees are satisfied, profits will naturally come.” Haidilao’s managers are based on this idea to continue the “circle of love”.Many companies always emphasize profits, but ignore the care for employees, which eventually leads to dissatisfied employees and customers.

Loyal employees will bring greater profits to the company.How do Haidilao employees provide services to customers?Why does its staff make us feel so good?
Three or four employees of a Haidilao store stood at the door, some opened umbrellas, and some held umbrellas in their hands.Is it raining outside?Instead, the sun shines here.Employees prepare umbrellas for customers because they are worried that customers will be sunburned.The employees of Haidilao are actively busy at the door, as if they are saying to customers: "We are ready for you at any time." So you have been moved by the service attitude of Haidilao employees before you even enter the store.

When I walked into the store, I found that every employee was very warm and hospitable.The waiter smiled brightly, so I said: "Waiter, how did I find out that you brought a badge, it's so big." The waiter smiled and said: "Hello, sir! My name is Zhang Qiulian. Since my partners call me Xiao Zhang, you can also call me Xiao Zhang." I said: "Xiao Zhang, can I know how much money you make here a month?" Xiao Zhang said with a smile: "Sir, salary is not important, the important thing is Happy." I was taken aback when I heard it, because no employee of any company has ever said such a thing to me.I immediately said: "Xiao Zhang, I also work in restaurants and hotels, and our company is very large, and we also have star-rated hotels. Do you think this is good? I will give you an extra salary of 500 yuan; in addition, I will promote you to Foreman, come to work in our company, do you think it’s okay?” Xiao Zhang said with a smile: “Sir, thank you for your kindness, our trainer and supervisor have said that job hopping equals divorce, divorce equals betrayal, and betrayal equals bankruptcy. Going bankrupt means going back to my hometown. I don’t want to go back to my hometown.” I was stunned again, how could an ordinary employee say such a thing?She said: "Our trainer and supervisor said..." This shows that when she was a new employee, her trainer and supervisor instilled these concepts in her, which in layman's terms is brainwashing, so that she can deeply understand Understanding Haidilao's cultural philosophy gave her a deep understanding of Haidilao's values ​​and allowed her to fully integrate into the Haidilao atmosphere.

Social talents are not necessarily corporate talents.When you recruit a new employee, how do you turn him into an enterprise talent?Of course, let him integrate into your corporate culture.This requires "brainwashing", constantly spreading your culture, constantly instilling your ideas, and constantly letting employees understand what your company can bring to him and how he will create value.That's why I often joked that it's no wonder that those who do insurance are bumping into walls every day, sweeping the streets every day, and being rejected every day, but when they return to the unit, the supervisor will hold a meeting for them, and they will immediately be full of energy and enthusiasm, and they will immediately treat themselves. Say "I'm the best".

When I ask your employees: "Little girl, I will give you an extra salary of 500 yuan, how about you work in my company?" In Haidian or Chaoyang, how about I go now?” This shows that the values ​​of your company’s employees are not consistent with the values ​​advocated by the company, she has not integrated into your company, and her thinking is not consistent with yours.The reason why each employee of Haidilao is so active is closely related to its culture, including its pre-job training for each employee.

I added to Xiao Zhang, the waiter of Haidilao: "Xiao Zhang, what you said is really good. In fact, our company is also very good. Would you like to come and have a look at our place?" Xiao Zhang still said with a smile: " Sir, thank you for your kindness. I may become an advanced employee next month. After I become an advanced employee, I can bring my parents to Beijing, and I have three days off to accompany my parents to climb The Great Wall, visiting the Forbidden City, climbing the Tiananmen Gate, visiting Xidan and Wangfujing, seeing Dongdan..." What Xiao Zhang told me was what her next position would be, what kind of employee she would grow into next month, and what she could get what.She considers it an honor.

So, as an entrepreneur, boss or manager, you should reflect on what glory employees can see.Don't always say that employees have no passion, no enthusiasm, no loyalty. You must first let employees have hope, let them know where their next position is, and let them know what they will do with such gains.In this way, when employees have visions, they will work proactively from the heart, be willing to stay, satisfy customers, and bring greater profits to the company.

[-]. Service with "heart" can increase profits

1.Customer handover is more important than job handover

It was Xiao Zhang, the waiter of Haidilao. I said to her: "Xiao Zhang, you are excellent, you are awesome!" Xiao Zhang said happily: "Thank you!" Then when I was eating, she kept giving me Pick up some snacks, keep bringing me some side dishes, and then keep helping me with some auxiliary services.At about [-]:[-], Xiao Zhang came over again and said to me: "Mr. Yi, I am on the morning shift." I knew that she was going to change shifts, so I smiled and said, "It's okay, let's stay a little longer. You do your work first, it’s okay." At this time Xiao Zhang made another gesture: "Xiao Ma, come here, this is Mr. Yi..." This is like making an introduction, many hotels call it a job handover, but I think In Haidilao, this is more like customer handover.Because the employees of many companies want to run away immediately when they are about to get off work, like a gust of wind.But Xiao Zhang didn't just leave as soon as she said goodbye. She called her other partner over while saying goodbye to the customer.This is called doing a customer handover in front of the customer.This fully reflects the meticulousness of Haidilao's service.

I clearly remember that Xiao Zhang said such a sentence: "Little Ma, don't forget to serve with your heart." Why did Xiao Zhang say such a sentence?Maybe you will say that she must have told the customer.But is she just telling customers?When I learned about the management mechanism of Haidilao, I found that this is not just for customers, but a concept is conveyed here - to remind each other.She seemed to be implying Xiao Ma: I have done a good job, and I have served this customer with great care, and then it is up to you, don't forget to serve with heart.This is to remind the pony to pay more attention, which is called reminding each other.

Therefore, this is also a place where Haidilao is worthy of our reference and learning.Who is your employee to remind him?It must be the manager, that is, the employee's direct supervisor. "Xiao Wang, there are customers over there, go quickly." "Xiao Liu, don't forget to use your heart." "Xiao Zhang, pay attention to your standing posture." "Xiao Gao, pay attention to your smile." How, what should be.However, Haidilao reminds each other among employees.

2.Employees help each other to win more customers
When you walk into Haidilao, it's almost hard to see the managers, because its managers, including the store manager, sometimes wear waiter clothes.Because they are all equal and all are managers.Therefore, every employee of Haidilao positions himself not as an ordinary waiter, but as a manager.

Then, we can understand the situation that Xiao Zhang reminded Xiao Ma mentioned above. "Although I am not your leader, there is only one purpose for us to remind each other: to serve customers well, win customers' hearts, capture this customer back, and keep customers coming back." This is Xiao Zhang's heartfelt voice, and Haidilao The voice of every employee.Therefore, reminding each other among employees can help the company win more customers.

In addition, mutual reminders between employees can also be said to be cooperation and collaboration among employees, which has played a certain role of complementarity and mutual supervision among employees.

Haidilao is not only a waiter, but almost all employees will bring a lot of touch to customers, and also bring a lot of feelings to customers, as if every employee is a microcosm of this company, as if every employee has this company A mode of thinking and a concept for the enterprise to create value are conveying the culture, service and good spirit of Haidilao.

The employees of Haidilao have done a good job. Frankly speaking, it is not because the employees are naturally excellent, but because the employees are thinking: My leader has moved me, and I want to pass this emotion on to the customers.Therefore, if your employees are not as good as Haidilao employees, you have to reflect on whether you have moved your employees.

Words from Yi Family
Service is the most direct manifestation of employees creating value for the company, which is how many customers they win for the company. The more customers they win, the more profits they create for the company.

It is precisely because every employee of Haidilao has worked hard to continuously create value for the company that it has finally won a large number of customers.Haidilao's entrance is lined up every day, which is won by its service.Customers send money to businesses.I often say to the bosses of some companies: "If the company has no customers, you are nothing. Therefore, everyone provides services and products with only one purpose, which is to win customers. If employees want to serve customers well, they must first take care of them. Employees, because only employees who are touched will pass on this touch to customers."

This is the "circle of love".When managers take good care of employees, employees will naturally take good care of customers, and will naturally create value and profits for the company.

Haidilao follows the "circle of love" and wins customers with its services.So, what does Haidilao do for external customers, that is, for its food and clothing parents, what good service methods does it have, and what kind of service does it use to win customers?

[-]. Value-added services keep customers

The "circle of love" can double the profit of the service.In other words, creating moving employees will create moving customers.So, how does Haidilao create satisfied customers, or how do they impress customers?Retaining customers is profit. Keeping customers through value-added services and being willing to wait for a seat is a good way to increase profits.

(End of this chapter)