After reading the book "Haidilao you can't learn", I was moved many times. Haidilao's business management mode is indeed not easy to learn, because their enterprise has a heavy corporate culture. The following is my preparation of the "Haidilao you can not learn" after reading, I hope you like it!
When I picked up the "Haidilao you will not learn" this book, I do not want to put it down again, always think of grabbing all the time to hurry to finish it, this book brings me too many feelings. The author Huang Tieying through a number of employees in the bottom of the sea to work on some of the daily locks, to express the bottom of the sea management concept, can be described as in-depth.
Haijilao staff professionalism, leadership management concepts, etc. let me read the spirit of the spirit of a refreshing, think can work in such an environment is a kind of luck. In contrast, the working and living environment provided by Qingyin is even more satisfying.
In the Qingyin office work, the leadership is always to provide a stage for us to express themselves, to achieve their own. As long as you want to learn, you are willing to learn, then the Qingyin for us to provide "post training" this stage, can be very good now personal business level, so as to maximize the performance of self.
Qingyin requires workers to learn is not a moment, but to learn all the time, now our reading room is open 24 hours a day, self-service, so that workers have the flexibility to control the learning time, it is a happy thing ah. Think in the leadership did not require "read good books, good reading" before, I just occasionally go to read, but since this activity, from the initial mandatory, to now read in their spare time to read or take the children to the bookstore to look at the book, such a transformation has become a habit, reading always bring me a different impact, really like our The Qingyin Learning Philosophy says, "Learning to develop morality, learning to be wise, learning to use, learning to establish a career". Only through learning can we continue to improve our own quality and character cultivation, in order to enhance the ability to work, achieve the cause, and realize the value of our lives.
"Let employees strictly comply with the system and process, in fact, is equivalent to hiring a person's hands without hiring his brain. This is the most costly business, because it is impossible for any one person to repeat an action like a machine without going out of shape. The most valuable thing about a human being is his brain, which can create and solve problems that processes and systems cannot!" This is standing in a businessman's corner bottom to elaborate personality development is also important, in recent years, the green silver is not only pay attention to the management of the staff, but also focus on innovation, everyone can participate, everyone can put forward their own ideas. As long as there is an idea, there is action, will support us to complete the innovation, which is more to show the individual talent of a big platform.
With Haijilao staff than we are too happy, the unit provides us with a good office environment, but also for us to provide a wealth of recreational facilities. Also let us feel like family like care, every to the midterm season, always have candidates for the family workers to give the appropriate care. There is such a leadership such a working environment, we still have what reason not to like the staff of the sea fish, love our work, pay efforts for our work, for our better tomorrow to struggle to struggle!
"Haijilao you can not learn"
Recently read "Haijilao you can not learn" this book, gave me a great inspiration, so that I realize the importance of service. I was touched by the attention to service details of the staff of Hai Di Lao, and their thoughtful service for customers is worth learning for every one of us, and meticulousness, patience and responsibility are the most profound impression.
Meticulous work can bring wonderful. Haidilao's impeccable service to the staff makes us admire, as long as we walk into the Haidilao, we will be infected by his enthusiasm, try to observe the customer's needs, and do our best to make the customer satisfied. Our ticket work is also an extremely meticulous work, every day to deal with the numbers, tickets, so more should be meticulous, each fee charged to fill in the original vouchers should be carefully examined, especially pay attention to the number of payments and the date of the payment, each one should be carefully checked, so that the charge of the work of the smooth unfolding of the responsibility of the unit of financial checking problems.
Patience makes us better. Haijilao staff's great characteristic is patience, they are always calm and unhurried, with a pleasant face to face each customer, patiently answer each customer's questions, is patient to make them more approachable, so that customers like Haijilao more, and impressed by him. As a ticket clerk, we need more patience to deal with the problems in the work, the main purpose of our work is to prepare the use of gold, to ensure that the tickets and cards are sufficient, so as to ensure the smooth implementation of the charging service. Therefore, to be more patient, patient attention and understanding of the front-line staff whether there is a need, need to help, recognize the importance of their own work, it can help us to be more patient to deal with the work.
Responsible is our attitude. Every employee of Haidilao has a strong sense of responsibility, for every customer, they are fully responsible for providing them with safe and healthy food, good food atmosphere and environment. We treat the ticket work to be serious and responsible, the ticket officer has an important role in the audit and supervision of the ticket, so it is more important to establish a sense of responsibility, to ensure the accuracy of the data, the breakdown of the data for the future decision-making of the higher-ups to provide a strong data support for their own responsibility, we should be brave to undertake, a clear sense of responsibility, and have a clear understanding of the importance of their own work.
The work of the service is a need to be careful, patience, we should put this quality of practice to life, shoulder their own responsibilities, and strive to achieve their own meaning and value, and constantly improve their own work skills, so as to make greater contribution to the unit.
The catering service industry, in ancient times, belongs to the 'diligent' line, requiring practitioners to be brain diligent, eye diligent, mouth diligent, hand diligent, foot diligent. The common problems in this industry are: long labor time, high intensity of employees, complex working environment, while the education level is generally low, personnel mobility. Therefore, for managers, how to carry out personnel management is always the oldest problem.
Haidilao is a hot pot chain, also belongs to the food service industry. Its story was actually written by the well-known writer Huang Tieying into a book, but also a large number of outstanding entrepreneurs strongly recommended, mainly because it is unique to put forward the 'growth of the staff to promote the growth of the enterprise, to promote customer satisfaction with the satisfaction of the staff 's new management ideas, a vivid embodiment of the corporate culture of the staff to the mind of the re-modeling and management art of the staff behavior. The new management idea of 'promote the growth of the enterprise by the growth of employees, promote customer satisfaction by the satisfaction of employees' vividly embodies the enterprise culture on the staff's thought re-modeling and management art on the staff's behavior.
From the perspective of enterprise development, an excellent enterprise, he must be based on excellent corporate culture, the development goals of the enterprise and the development goals of the staff organic combination. Only with the advanced enterprise culture to cultivate the excellent workers, can we continuously provide the society with high-quality products and services, so as to create a higher brand reputation and social contribution rate for the enterprise. It is through a series of management measures that the managers of Haidilao have reached the point of taking 'customer satisfaction' as an important indicator of the work of the employees and the development of the enterprise's backbone. 'Decentralization', reflecting the enterprise's trust in employees; through transparent and fair rules for the use of reserve cadres, it is clear that the better the development of the enterprise, the more opportunities for employees, and the best of the staff will have a greater space for development.
From the employee's career prospects, the change of growth space, give employees great motivation, so that employees really feel that life is not only in front of the metropolis, there are poems and faraway places. Thus, how much money I give me, how much I do the work of the wage earners, change into the work as a career, work up a sense of responsibility, dreams, passion, creativity of the business partners. In the enterprise feel respected, trusted employees, will be willing to work hard to serve customers, find ways to make customer satisfaction, will be in compliance with the rules of the premise, to do without external supervision, to achieve self-management, and gradually grow into a service personnel with the spirit of craftsmanship.
There is no water without a source, no wood without a source, customer satisfaction is the natural result of employee satisfaction, employee satisfaction to bring customer satisfaction. Through the "Haidilao you can not learn" I have a deeper understanding of the Qingyin culture of virtue, with the "satisfaction in the Qingyin" activities continue to deepen, the charge staff more y feel the warmth of the Qingyin family. Qingyin gives us a stage to show their talents, so that the majority of workers in the work, life, learning and other aspects, all feel the way forward, worry-free, Qingyin for the workers to provide quality services, workers more love work; workers to provide quality services for the community, the community is more harmonious and beautiful, which is the significance of our Qingyin people work hard it.
In the service field, to say the most representative, must belong to the Haidilao. Everyone who has been to Haidilao is impressed by the exquisite service of this restaurant. So many years, the catering industry in all shapes and sizes of hot pots are countless, but no one can shake the status of Haidilao, which is enough to illustrate the importance of improving the quality of service.
Read the book "Haidilao you can not learn", I know that the two words of service is not just talk on the line, must be implemented into action. Specifically how to implement? The first is still to strengthen the service consciousness. Haidilao in the management of the enterprise, pay special attention to cultivate the staff's sense of service, so that employees take the initiative to want to enhance the service, improve the service, and only if we are sincere to do the service, can be so considerate, so in place, so sincere, so that the customer is so satisfied.
As a monitor, I y understand that good service is our responsibility and mission, from the moment we embarked on the post, this is destined. Therefore, there is no need to doubt whether the service should be improved, no need to ask whether it is worth it, we must go to do a good job, in order to stand up to the unit's training, stand up to their own vows.
Specifically to the action, we have to be rooted in our work to improve the quality of service, the duty to do to do. Monitoring screen is too much to see over? Then take out two hundred percent of the attention to look carefully, look carefully; outside the phone too much, too busy? Then in the usual practice of excellent business quality, to summarize the common problems, in the call for feedback, answer the time to improve efficiency, avoid mistakes, and strengthen the effectiveness of communication. Strive for a phone call to solve the problem, do not because of one thing repeatedly call to take up time, resources. To do a good job and the first line of charge staff to cooperate and communicate, charge the operation of the problem, timely answers; have difficulties, try to provide assistance; to train the monitor and charge the tacit understanding of the degree of not due to communication efficiency, communication barriers and other issues affecting the normal development of the work.
We should have a strong determination to continue to provide services, rather than thinking that we have done a good job and have done it right. Enhancing service is to work on the details that were not thought of or done. Careful again and again, smile again and again, even if the work is unfavorable to be criticized by the leadership; even if the body is uncomfortable and weak; even if the driver master yells and lets us be aggravated; we should continue to complete the work with the best attitude and the most enthusiastic state. If you do not even have the ability to face difficulties and bear setbacks, it is irresponsible and incompetent performance.
Haijilao's staff can achieve near-perfect service, why can't we do it? I'm sure I'll have a better performance in the future, and we should all work hard and strive to become a better version of ourselves.
A few days ago, the work area to organize everyone to read and learn together, "you can not learn from the bottom of the sea," the beginning of everyone heard the name of the book, immediately thought of the hotel Haidilao. The more you listen, the more you think the name of the book is very right, Haidilao management is an art, is the essence of its core competitiveness, can not be completely copied. We should learn its essence into their own nutrition, will continue to enrich and improve. So what exactly is worth learning from it?
First, we should respect and trust our employees.
Respect for employees, that is, the staff as a person, not just as a money-making machine. Trust employees, is to dare to authorize. Respect and trust to meet the psychological needs of employees, which produces joy and happiness, gratitude and more efforts to give back to the company. This is a relative, win-win, benefit maximization cycle template. It coincides with our vision of Qingyin Expressway. Humanistic Qingyin: respecting people, understanding people, caring for people; Harmonious Qingyin: treating workers, colleagues, drivers and passengers, cooperators and the environment well. Qingyin Expressway combines its own characteristics in clothing, food, housing and transportation in a number of aspects of the same to give workers more respect and trust.
Secondly, to encourage entrepreneurship and innovation.
Haijilao give employees a chance and platform to start their own business and show themselves, in the atmosphere of respect and trust wrapped up in the heart, heart, set the wisdom of each person and all the power, with innovation to light up the service, with the service to win the applause. Qingyin Expressway in this regard not only provides us with a platform for entrepreneurship and self-expression, but also organized a good reading, read good books, read professional books, armed with knowledge, improve their own cultivation, with wisdom combined with the practical, dual-creation to win patents, service to the people.
This book has too much to learn and pay attention to. As a worker, more y appreciate the Qingyin to our happiness originally so much, others out of reach, our reach. Let us turn this happiness into motivation, down-to-earth people, do things with heart.
Haidilao, is a familiar name, before always sigh it inside the service personnel with a good attitude and patience, these two days read the book "Haidilao you will not learn", only to find out that in fact, there are really a lot of learning, including many qualities of the service personnel and the spirit of the body, it is worthwhile for us to learn and think about.
First, have an optimistic, proactive attitude.
People who have been to the bottom of the sea know that their staff every day is a smile service, whether talking or listening, are smiling, eyes convey sincerity and welcome you mean, seems to be a very easy job, but in fact their work intensity is very large, service personnel to stand nearly 10 hours a day, the food handlers walk a distance of not less than 10 kilometers a day, many of them are on their feet. than 10 kilometers a day, many of them have blisters on their feet, foot odor and other kinds of "occupational disease", but they do not complain about the sky, do not blame others, with a positive and optimistic approach to deal with, and always full of pride and pride in their work. The work is fixed, but the attitude can be changed, take the initiative to face each task, with an optimistic attitude to deal with the pressure and negative energy into power, work up not so much pain and tired.
Second, to be responsible for the work.
Haidilao not only can eat in the store, but also can send hot pot takeout to the home, after eating, the service staff will even take away the garbage, it is such a group of responsible people, created the current Haidilao, the formation of a lot of time other restaurants are cold only their homes need to queue up the situation. We work a lot of times are trivial small things, not like scientific research to have a high level of science and technology, we need to be treated seriously, seemingly simple a job, how to do better than others, is what we need to think about. More than one seriously, the responsibility to rest assured that the details of the place to do a good job in order to achieve standardized and orderly, accurate.
Third, to achieve a high degree of efficiency.
Haijilao most of the staff are "fast as a fly, fierce as a tiger", "fast as a fly" refers to the food are running, all light footsteps, step as fast as a fly, able to turn around in the guests more than when, with very fast speed "drilling". Speed "drill" to the front of the guests to send food; "fierce as a tiger" refers to their wipe the table clean, wink of an eye on the table cleaned up, like magic. In fact, this is a chain reaction, they move fast, the guests eat faster, table turnover rate also followed by an increase in the number of guests received every day, their performance is obviously increased. As the saying goes, time is like water in a sponge, squeezing will always have, if there is such a 'work efficiency' in our daily work, then it will save more time, there will be more free time to enhance their professional skills and abilities in various aspects.
With a positive, optimistic, upward attitude to work seriously, the work as a love, is that each of us should have the "spirit of professionalism", in order to be able to do their jobs to the best.
Management is ultimately the management of people, there is no management without people. Although people have the same **** sex, but it is precisely the special nature of people, so that people become different people, which is "similarity, far from the habit" of reason. It is these different people, constitute a different enterprise, so there are no two same people in the world, there are no two same enterprises in the world; also, management is always specific!
This is the place where I have the deepest impression after reading "Seabiscuit you can not learn". The world is so magical, people and people look quite like but do specific things are not the same, the enterprise and the enterprise homogenization is very serious, but the specific manipulation of the enterprise is not the same, always need to be specific problems specific analysis. The results of each thing will affect the people around the way of thinking and value tendency, these will cause changes in the surrounding environment, the synthesis of all factors, treat every thing, people, the environment has become complex.
Specifically, we need to strive for excellence. No matter how far the destination, according to the correct route, a road after a road, a corner after a corner, route planning in detail will be able to reach. The direction is the result, the route is the process, only a clear direction, specific measures clear, detailed steps, things will be easy to do, more successful. As we develop the task list, each post, each link, each process, each job should be in accordance with "what to do, why do, who do, how to do, to what extent, who to monitor and inspect, how to rectify and improve, how to reward and discipline" with a refined attitude to do a good job of each thing.
Specifically to the people to make the best use of their talents. A unit, an organization, the most useful asset is the people, everyone has a different ability, the foot has its shortcomings, inch for inch, the value of each person, so that they have to play the stage of talent, willing to dedicate their enthusiasm and talent to the work, for the work of injecting their own a power. What's more, we should guide everyone to discover more about their own strengths, utilize their own strengths, strengthen their own advantages, and combine them with the actual work situation to enhance work efficiency, innovative work methods, and enhance the competitiveness of the unit.
Specifically to the environment should be moral first. A collective culture is the most important character, character is the soil and foundation, determines the living environment of all people, is the key to the development of the unit. Professional ethics, family virtues, social virtues are y affecting everyone, guiding the principle of being a person, the standard of doing things, the norms of behavior, creating intangible value for the unit, conducive to the formation of loyalty, dedication, gratitude, tolerance, dedication to the quality.
Management is specific, can also be said to be fine, humane, not generalized, not overnight, is a gradual process, the process can be always to the good, but also may be to the bad, the key lies in the guiding role of each specific thing and things, but also lies in the people's efforts, but also in the adherence to the right direction, in short, to guide the administrators to do things practically and honestly, and to do things honestly, honestly and honestly, can never be wrong. Always wrong.
"You can't learn from the bottom of the sea"
Higher Authority "comprehensive learning, full learning" activities are in full swing, I also strengthen their own learning to improve their work, read the management office recommended "you can't learn from the bottom of the sea," a book, although not yet read the whole book, but give me the feeling that brings Has been a lot, the author with the way of dialogue, to people expounded the spirit of Haidilao, I have to say, Haidilao's management system of corporate culture really admirable, the dedication of the workers also let a person marvel. I have eaten in the bottom of the sea, indeed, as written in the book, staff dedication and enthusiasm, the environment is elegant and comfortable, it can be said that in the bottom of the sea to eat, not only is the taste of the feast, there is the whole body and mind to enjoy, and this is one of the deepest impression to me is - service.
Haijilao's service is perfect, the most significant feature is proactive, meticulous and comprehensive. Dining there, the waiter will think of your front, do your front, even in front of the door waiting to dine, Haijilao will also provide a rest position and snacks, so that customers will not feel cold. This can not help but remind me of their own work, the highway has been characterized as a service industry, our task is to provide quality service for the passing passengers, Qingyin high-speed workers, to accept the unit of culture of virtue, in the mindset has been set up for the drivers and passengers to serve the awareness of repairing the car to change the tire, provide fuel, road guidance these have become a commonplace of Qingyin people.
Adhering to the management office "user first, meticulous, continuous improvement, the pursuit of perfection," the service concept, our service has been transformed from passive to active, the vehicle stops at the toll booth mouth, the team leader will take the initiative to go forward to ask if you need help; high-speed closed vehicles stranded, the toll station will take the initiative to provide passengers with convenient food and boiled water! The first time I saw this, I was in the middle of a long journey, and I was in the middle of a long journey.
As an office staff, how to be more proactive in serving the front line, become a problem that I think about, will be passive service into active service, enhance service awareness, improve service quality. Timely discovery of the needs of the front-line staff, the first time to deal with the solution, as if just past the college entrance examination, the management office asked the children of employees have to participate in the college entrance examination unit to give appropriate care, then I informed the team leader, the staff need to help put forward, now it seems that this is a passive service, and then later on encountered such a situation, I will take the initiative to inquire about those who are eligible for the staff, rather than waiting for them to say I'm not going to be able to do that.
Haidilao's service is admirable, but not impossible to surpass, our transportation system also has excellent models, such as: Guo Na land aviation class, Shi An high-speed spring rain service, etc., and now the Qingyin culture of virtue and "satisfied with the construction of Qingyin" is also emerging. "Where there's a will, there's a way, break the cauldron and sink the boat, a hundred and two Qin passes finally belong to the Chu; bitter people, God will not be disappointed, lying down to taste the guts, three thousand Yuejia can swallow Wu." We need to firmly believe that the establishment of active service consciousness, learning Haidilao, beyond Haidilao, and ultimately realize the "satisfaction in the Qingyin" goal.
At first, I was attracted by the name of the book "Haidilao you can not learn", simply want to understand what makes us not learn. After turning over the book was inside the content slowly attracted, after reading carefully think back, Haidilao management is a very deep learning, the core of an enterprise is the excellent management is simply can not be copied.
Respect employees, trust employees.
The book said that "people as people", because an enterprise, a unit, as if a country, employees are like citizens of the country, the importance of employees for the enterprise is equivalent to the citizens of the same country, and the importance of employees in the development of the enterprise is the same as the citizens of the role and status in the development of the history of society. The role and position in the historical development. There is a saying that: the higher level needs of human beings are achievement needs, rights needs and interaction needs. Haidilao is this way, to meet the advanced level of each employee's needs, employees can give customers a discount or even free, this "decentralized management" can stimulate the potential of employees, promote the spontaneous service consciousness of the staff.
Passionate service.
To go to the bottom of the sea to eat can be felt by each employee service enthusiasm and passion, and even we may be because of their enthusiasm and forget that we are here to eat. This enthusiasm may come from the enterprise's trust in the staff, the staff of the enterprise's gratitude, in order to make the staff doubly love this trust and this authorization.
Get out of your own way.
Haijilao has its own unique enterprise management concept and culture, which is also an important reason why this enterprise can have today's achievements, as the enterprise should have their own, suitable for their own management mode, at the same time allows employees to always keep the positive energy, managers and employees complement each other, so as to let the enterprise to achieve leapfrog development.
Haijilao staff work attitude, there are too many places we should learn, we have to learn to learn from the essence of Haijilao, into their own nutrition, to build their own jade. We have to understand that there are rewards when we pay, with the state of high morale, a grateful heart to work, every day to make themselves passionate about sticking to their posts, smile and welcome every car, enthusiastic service for every driver and passenger. We have to understand that we are the people of Qingyin, the image of Qingyin will be shown to the passing driver is our duty and obligation.
Recently, in the Qingyin network of good reading, read a good book column, saw a good book recommendation, this book is "under the sea you can not learn", I went to look through the book, after reading it also really let me benefit a lot. This book consists of more than 50 short stories, the author of Huang Tieying also borrowed more than 50 stories to tell people that Haidilao can become a new force in China's food and beverage industry, a "treat people as people" why can become the success of the Haidilao know-how?
Now, when it comes to eating hot pot, the first thing that comes to mind is Haidilao, which has become a leader in the hot pot industry, no matter what time you go to eat, go to which branch to eat, are overcrowded. The same are hot pot, dish types are roughly the same, the taste is similar, why the bottom of the sea can be welcomed by everyone, which makes me very puzzled, so I went with my friends to feel the bottom of the sea in the end what kind of mysterious power can attract a large number of customers.
After a meal, I realized the reason why Haidilao can be successful. First of all, it is their cooperation with each other. From the moment you enter the door of the Haidilao, there will be a waiter to lead you to the seat, followed by a waiter in charge of the area to ask you what to drink, lemonade or plum soup, and then give you a flat plate so that you can order on your own, and then there will be a waiter to send a hot towel to let you wipe your hands. When the food is served, there is no need to communicate between the food passer and the waiter, so they know which table the dish is for and what to do next, and they work very well together. Until the meal was finished, there was no procrastination, shirking or slacking off in the whole process. Secondly, the most noteworthy thing is their service. When you eat, there will be waiters at any time for you to add a cup of drink, for you to remove the empty plate, for you to cloth dishes ......
No matter how you call them, how many times you call waiters, they will, as always, for you to do their best service. There are a lot of people in Haidilao, a waiter needs to serve a piece of area, the work intensity is very big, they keep shuttling in front of each table, it is very tired. However, you can not see a trace of fatigue in the waiter's face, they are always with a smile, enthusiastic for every customer service. This is the reason why people choose Haidilao, because of their service, their enthusiasm, their dedication.
We as a highway front-line workers, need to learn a lot from Haidilao. And cooperation between colleagues, and leadership between the mutual cooperation, do not procrastinate, do not excuse, do not complain, seriously answer the doubts of drivers and passengers, to help drivers solve the problem, with our most sincere smile, the most enthusiastic service to win the praise of the community at large. Our highway toll station, also as a service industry, the most important thing is service, only good service, will make more drivers and passengers are willing to take the Qingyin Road.