keywords: dingfengtai/service/psychology/process/temperature

in the whole process meeting of new store operation, the BOSS recommended "ding taifeng's self-report"-the perfection of temperature. Curiosity and the desire to explore became more and more intense. As soon as the book arrived, it rushed into Ding Taifeng and read it with gusto.

two hours, no urine spots during the whole journey. At 11: 18 in the morning, I was wide awake. Reading this book, I have a special sense of picture, just like a conversation with my heart and being in harmony with an enterprise. My heart has been touched by countless times. Ding Taifeng's attention to service details is empathy after insight into my heart's needs, and it is the spiritual value of my customers. What impressed me most was Ding Taifeng's standardized process.

Ding Taifeng is not only a service industry, but also a precision manufacturing industry:

The chicken soup should be heated with a thermometer to confirm that it reaches 85℃;

The contact point of wonton skin should not exceed 1.5cm;

noodles should be 45cm long and 1.2cm wide;

the dipping ratio of sauce and vinegar is 1: 3;

5 grams of steamed buns, 6.5 cm in diameter, 16 grams of invagination and 18 folds of gold;

A steamed stuffed bun must pass at least 9 passes before serving.

The temperature of the central kitchen is controlled in different zones, and the meat zone is 16℃, the seafood zone is 15℃, and the flour conditioning zone is 22℃ ...

Ding Taifeng has changed the mode of mentoring and oral communication in the traditional catering industry, and it is very difficult to standardize Chinese food. Even the same menu, the tastes made by different chefs are different (including the choice of ingredients and the mastery of cooking temperature) It relies on scientific management and mathematical calculation formula to standardize its service. Ding Taifeng not only standardizes the details, but also injects innovative actions into its service.

1. No fence service.

ding taifeng has two important service spirits: "guests are not those who eat in the store" and "care for the guests". Even if you don't spend money in the store, you will be treated and helped sincerely.

2. "Healing system" food and service.

why do some people say that you have to eat Ding Taifeng once in your life? Because it is not the market share, but the people's heart share. "Ding Taifeng Troupe's service mentality" is the secret of its becoming the first heart rate.

Like the castles in Disneyland and the tents in Cirque du Soleil, Ding Taifeng makes the work a theater, the dining room the front desk of the stage, and a 361-degree performance space that can be enjoyed everywhere through the concepts of interaction and performance, creating the attraction for customers to take the initiative to come to the door.

3. Turn the service into a 361-degree performance theater.

The semi-open window kitchen attracts consumers into branches all over the world, and it has become one of the favorite scenery for guests. Ding Taifeng turned the service into a performance.

-all these intimate initiatives are inseparable from the strict management logic behind them-a lot of data and text analysis, from BI (business intelligence) to CI (customer intelligence), corporate activities are connected with the pulse of daily on-site service, and customers' intentions are clearly understood.

—— The bottom background is the "benchmark value" pursued by the whole team, including "five-hearted" talents, focusing on their own profession, walking management, pursuing Excellence, and starting the cycle of learning and sharing. Just like the base of the stage, it needs to be steady and steady step by step, and the deeper it is, the more stable it is.

4. master the "three-dimensional" space of contact with customers.

The restaurant is the scene of the performance, and each waiter is a performer, which constitutes a "three-dimensional" space for hospitality: temperature, attitude and speed. This is "the key impression of customers contacting Ding Taifeng".

temperature refers to any hot or cold feeling that guests can feel, including the air conditioning of the environment, the meals they enjoy, the cooking temperature, the smile of the service staff, etc. Ding Taifeng has SOP for every meal and standard "temperature" for every link. For example, if the temperature is lower than 21℃, it is necessary to change the temperature, the oil temperature of fried rice or cooking, the heating temperature of zongzi, and the service details with temperature can also be standardized!

Attitude is the interactive mentality between the server and the client. The service that Ding Taifeng wants to provide is an elegant and enthusiastic interactive experience that can deliver what is needed in time and surprise customers without excessive interruption. Employees don't have to rack their brains to think of novel tricks in order to impress customers, as long as they do their job well, think about what they can do for customers and provide reassuring and satisfactory services. After the customer is satisfied, it will naturally create emotion and become the spokesperson of the brand.

speed requires the service personnel to have spirit when traveling. The pace should be brisk and the posture should be tall and straight. Customers can see a smile from the front and feel the vitality from the back.

-Pay attention to the "three-dimensional" space, and let Ding Taifeng Theater perform wonderful shows every day! Especially between the actor (server) and the audience (customer), the wonderful emotional exchange is a gripping climax.

Ding Taifeng's splendid exhibition at the front desk is a wonderful event created by the disciplined efforts of the backstage.

1. Practice in a disciplined way, focusing on the service site.

-an information platform for internal knowledge management, with a public folder, which contains SOP information such as product production and field service, allowing employees to watch (pictures, texts, movies, etc.) according to their own needs.

—— The most important key factor for the success of Ding Taifeng Troupe: Everyone is a part of the performance. No matter who is in charge of what work, they always serve the scene.

2. See the problem from employee logs and data reports.

words and data are important tools for training employees to think with their whole brains. The service industry attaches importance to customers' feelings, and most people focus on how to touch customers' emotional demands. However, Ding Taifeng is a rare enterprise that attaches great importance to data thinking. They find problems from the data, make improvements according to them, and constantly improve the service quality of the team. For example, the daily operation logs written by the front kitchen, the back kitchen and the catering group will have a series of data.

3. The more you share, the richer you will be.

from the chairman to the senior executives, store managers and all employees, when a group of people take sharing as their belief, they form an organizational culture of "giving", creating a positive ripple effect of the golden team, which is also the driving force for enterprise progress.

4. Academic Excellence: Pursuing accurate DPS thinking.

regard quality as life. "We are not just delicious, we are the same quality at any time." Ding Taifeng, Chairman of the Board of Directors, said in a word that Ding Taifeng pursues the concept of "precise cooking", and constantly pursues the best production line and the "sincere quality" standard of cooking.

—— Ding Taifeng, with the perfection of temperature, could have learned it, just doing one thing to the extreme.

I'll talk to you while walking in March and a half. For more articles on the mind, please move to the table of contents.