Have you ever eaten Haidilao? Even if you haven't eaten it, you must have heard of its abnormal service.

It is said that a customer took some watermelons from the small platform in Haidilao and accidentally dropped a watermelon into the sesame sauce. He felt a little wasteful and took out the watermelon. I didn't expect the waiter next to me to come up and say, "Little brother, do you need me to dip some other watermelons in sesame sauce?"

Another customer was waiting in line at the entrance of Haidilao, and there was a fight across the street, so he decided to watch for a while. As a result, the waiter in Haidilao brought him a stool and said, "Sit down and watch slowly. We have sent someone across the street to inquire about the fight."

These two jokes are a little exaggerated, but Haidilao is famous for its good service.

So many people say that the core competitiveness of Haidilao is such a good service. Is this really the case?

When the epidemic broke out in COVID-19, the catering industry suffered heavy losses. Haidilao is no exception, of course, and the store is completely closed. But strangely, in the face of the expectation of a sharp decline in performance, Haidilao's share price is very firm.

Moreover, just after the business resumed, others offered discounts and promotions to attract customers. On the contrary, Haidilao quietly raised its price, and even boarded the Internet hot search, which caused a heated discussion among netizens. Finally, Haidilao resumed its original price after an apology, and made a hot search again, earning enough attention.

Of course, it does not rule out the possibility of deliberate publicity and speculation by enterprises, but from the management point of view, Haidilao has the confidence to raise prices, that is, customers are full. Usually, if you want to eat a sea fishing meal, you have to wait 2-3 hours during the peak period. Even in front of Haidilao stores in Beijing and other places where the COVID-19 epidemic is not over, diners wearing masks and other seats are already full.

The average turnover rate of stores in Haidilao has reached 4.8 times a day, far higher than the industry level. The turnover rate refers to the number of times a table is used every day. Hot pot restaurants generally achieve a turnover rate of three times a day, and there is a good profit. According to the calculation of a hot pot for 2 hours, every table in Haidilao has an average of 11 hours of sitting people eating hot pot every day.

but you know what? The turnover rate of such a cow is not the assessment index of Haidilao. Do not assess business or financial indicators, but assess customer satisfaction and employee efforts, so that store managers and employees can work hard for their wallets.

What attracts diners is Haidilao's service, not only new customers who have heard about abnormal service and want to find out, but also a large number of repeat customers who have accepted abnormal service and are obsessed with it.

but you know what? Service is only the result, and the real core competitiveness of Haidilao is a set of management models that ordinary enterprises can't learn: < P > Among them, how to provide differentiated and unexpected services to consumers;

How to stimulate employees' independent innovation through kindness to employees;

how to fully trust employees and motivate them to improve their services;

How to use an effective growth system, a fair and smooth promotion channel, and a reasonable and feasible performance system to give full play to the value of all employees and serve every customer well?

There is a mentoring talent training system with highly unified interests between master and apprentice, so that stores and reserve cadres can grow by leaps and bounds and open stores from bottom to top, and newly opened restaurants can achieve breakeven, which is times faster than other major Chinese food brands.