Introduction: Employees are becoming more and more difficult to find and customers are becoming more and more difficult to serve, which is the same feeling of many catering bosses and managers.

But I don't know how many catering bosses can understand the three insights behind these two questions.

first, employees' requirements for enterprises have increased.

according to Maslow's hierarchy of needs theory, employees more than 11 years ago were in the stage of adequate food and clothing, and their needs were mainly for survival, for example, having a job, which had little to do with salary, including food and shelter.

However, today's employees, especially those born after 1991 and 1911, are mostly in a well-off stage, and their needs are mainly in terms of ownership, such as whether the leaders respect employees, whether they get along with other members of the team, whether they are satisfied with the corporate culture and employee care, whether their work can be affirmed, and whether the salary is fair.

a great influence of employees on the improvement of enterprise requirements is that they leave their jobs if they don't agree with each other.

Maslow's hierarchy of needs theory

Second, customers pay more attention to service.

the core of the service industry is service, but because of the upgrading of consumption, consumers have changed and the connotation of service has also changed.

Similarly, we can refer to Maslow's hierarchy of needs theory. Compared with consumers more than ten years ago, consumers now pay more attention to the service experience and the interaction with service personnel in the service process.

thirdly, without good service personnel, there will be no satisfied customers.

without satisfied customers, your business and profits will have no moat, and you will not be able to control your own destiny in the face of competition from other peers.

With the economic development and consumption upgrading, customers' requirements for service experience are increasing day by day, and with the development of the Internet, customers' evaluation reputation is constantly being amplified, and of course, so are bad reviews and complaints. At this time, employees who are willing to work hard for you have become the magic weapon for catering enterprises to win.

So, how can we have such employees? Let's first look at how Haidilao, a phenomenal enterprise in the service industry, does it.

Haidilao's practices in employee management are mainly reflected in the following five aspects:

Five secrets of Haidilao's employee management

Let's elaborate on them:

1. How Haidilao treats employees as human beings

It seems simple, but it's easier said than done, so simple, but this is summed up by Zhang Yong, the founder of Haidilao. So, how is Haidilao practiced?

Most employees of Haidilao are from rural areas, leaving their homes and families, and they are eager to live the same life as city people, which is the same in most service industries.

in terms of specific practices, some have formed a system, and some have integrated into the corporate culture, such as caring for new employees, high-standard dormitory and staff meals, and various logistics and welfare guarantees, which are solidified in the form of a system and must be done. The care and support of superiors for subordinates, guidance and support at work, as well as employee training, internal promotion, and authorization of front-line employees are all passed down through the corporate culture.

In fact, many catering enterprises have the same understanding as Haidilao, and think that it is very worthwhile to do so, although it will cost more, but there are still very few enterprises that really do it. It is said that it is easier said than done.

2. How does Haidilao make employees earn money

Many people find that Haidilao's employees are enthusiastic and work hard from the heart, and they all feel very magical. They think that Haidilao has a mysterious corporate culture and brainwashes employees, so many people learn Haidilao's corporate culture and understand the working atmosphere of Haidilao's employees, but in fact, making employees earn money is the foundation, without this.

Haidilao's restaurants are located in first-and second-tier cities, but most of the service staff come from third-and fourth-tier cities and rural areas. However, Haidilao's work for employees does conform to the standards of first-and second-tier cities, and it is slightly higher than that of its catering counterparts, that is, Haidilao is using the middle wages of first-tier cities to attract migrant farmers in fourth-tier cities.

According to Maslow's hierarchy of needs theory, the significance of the second and third levels of needs is very limited before the first level of needs is met. It can be said that the higher salary than the general catering counterparts is one of the most direct appeal points of Haidilao's recruitment.

Secondly, Haidilao has established a perfect internal employee promotion mechanism, and employees are promoted layer by layer. With the promotion of ranks, the income of employees will definitely rise, and more importantly, it meets the needs of employees at higher levels.

3. Haidilao stimulates employees' initiative

A manager of Haidilao said that the culture of Haidilao is very similar to mahjong. For example, when playing mahjong, no one wants to be late, and mahjong players never pick the environment and can play wherever they sit. More importantly, people who really play mahjong have no complaints, and their cards are not good, so they blame themselves.

Proactive and hard-working, this is the ideal state of all work, and this is the norm at the mahjong table. Then, what is behind the mahjong culture of Haidilao? It is to stimulate employees' initiative, and even to stimulate employees' self-management.

For example, in order to motivate employees' work enthusiasm, Haidilao sends several hundred yuan to lobby managers, cadres above store managers and parents of outstanding employees every month.

Secondly, and more importantly, on the basis of ensuring that employees can earn money, Haidilao has done another thing: Fairness

Most service personnel grew up in rural areas, with poor family background, little reading, limited knowledge, leaving their homes, and are vulnerable to discrimination and psychological inferiority in big cities.

However, Haidilao encourages employees to communicate with diners, provides personalized services, and uses Internet technology to let diners evaluate and reward the services of service personnel, and encourages the interaction between employees and diners, which makes Haidilao employees feel that they are respected and affirmed by diners, which further stimulates the motivation and enthusiasm of employees to provide better services, and the employees provide better services, which makes Haidilao's service reputation spread far and wide.

that is to say, Haidilao has taken the interests of consumers, employees and managers into consideration through this set of service logic and mechanism designed, and achieved a * * * win.

4. How does Haidilao evaluate employee performance in a user-oriented way?

Haidilao attaches great importance to customer satisfaction and customers' reputation, and it is rare for Haidilao to regard customer satisfaction as its core strategy, and to include customer satisfaction in the employee evaluation system, not only as a core strategy, but also as an action strategy.

Haidilao's assessment of each store manager has only two indicators: one is the customer's satisfaction, and the other is the staff's work enthusiasm. The staff's enthusiasm is high, and the customer's satisfaction will certainly not be low, but how to measure the customer's satisfaction is indeed a big problem facing the service industry.

through the software platform, Haidilao can score and rank employees according to customer evaluations, rewards, complaints, etc., and incorporate customer satisfaction into employee performance appraisal. These data play an indispensable role in improving service management.

5. How does Haidilao transfer management to mobile phones

Zhang Yong, chairman of Haidilao, believes that customer satisfaction is guaranteed and realized by employees, and both customers and employees, mobile phones and mobile Internet have become an essential thing. Therefore, Haidilao not only took the lead in introducing Internet innovation into the catering industry and creating personalized and characteristic services, but also moved enterprise management to mobile phones and realized mobile office.

At present, Haidilao can summarize and consult business reports and track work progress through WeChat, and employees can view and set salary, test scores, electronic business cards and personal information by themselves.

Secondly, the address book, news, knowledge base and conference room management can be realized through mobile phones; In addition, employee interaction is carried out through the mobile phone, such as opinion survey, questionnaire survey, registration, complaint, consultation, internal recruitment, innovation report, etc. Moreover, many offices can be operated through the mobile phone, such as financial reimbursement, task management, online training, exams and so on.

For example, Haidilao has developed an "electronic business card" application, which is used by more than 21,111 employees and thousands of people every month. By moving the management to the mobile phone, Haidilao can receive tens of thousands of employee feedback on average every month, realizing the benign communication and interaction between enterprises and employees.

in a word, traditional service industries must broaden their horizons and innovate constantly. With the mobile internet, the contact scenes between enterprises and consumers and employees are changing.

Only by truly grasping the needs of young people and providing their favorite choices in various scenarios, can these concepts of socialization, interaction, personalization and entertainment stick to consumers, improve management level and finally get ahead of the competition.