After the news of media exposure was issued, Haidilao sent two letters of apology in official website and Sina Weibo, and announced the rectification measures in the report on the handling of the two stores involved. Some netizens praised Haidilao's behavior as "very responsible and responsible" and even evaluated Haidilao's coping performance as "a successful crisis public relations".
On the surface, a paper statement seems to reverse the plot, which not only blurs the focus of the facts of food safety accidents, but also avoids falling into the whirlpool of criticism and condemnation, and is praised for its apology attitude. Behind the seemingly "brilliant" crisis public relations, there is actually a huge hidden danger: if future food enterprises think that they can get away with it as long as they have a sincere statement, how can they strengthen self-discipline and ensure food safety?
From the handling of this incident, it is not difficult to see that Haidilao has always treated customers with "winning magic weapon"-"sincerity". However, if customers are really regarded as "God", how can we break through the bottom line of food safety and ignore the health and safety of customers? In this way, we can't help asking, are those warm and thoughtful services in the past "sincere" or "routine"?
The food safety problem in Haidilao is not a case. In recent years, food safety incidents have been continuously exposed, and supervision and punishment have been continuously increased. Food safety is related to people's health and life safety. Ensuring food safety is related to the construction of healthy China and the promotion of people's well-being. Ensuring food safety requires social governance, and enterprises bear the main responsibility. The boss of catering enterprises should take the initiative to bear the main responsibility. For a long time, Haidilao has won the favor of many consumers with its ultimate service experience. But the service of the catering industry can't be limited to the front desk and the face. No matter how hard you work, you must have basic support. How hot pot tastes and whether the food is safe is the key. Therefore, the "very responsible" on the surface of Haidilao's apology letter cannot completely offset the "irresponsible" in operation.
In fact, although some netizens choose to forgive Haidilao this time, some netizens "don't buy it" and insist on "zero tolerance for food safety". The establishment and maintenance of image depends not on temporary public relations, but on persistent performance. Don't look at statements, look at actions. Next, let's see how Haidilao put today's statement into practice. If there is any slack and rebound in food safety issues in the future, today's apology and notification are "false" rather than "true".
Other enterprises don't have to regard this kind of public relations behavior of Haidilao as a "textbook". Service attitude is just icing on the cake, and food safety is the foundation of survival. If you put the cart before the horse, you will one day "hit your face" and eventually lose the trust of consumers.
I hope all enterprises can attach importance to food safety. In the event of a serious accident, the enterprise is not far from death.