every day, we go to all kinds of restaurants to spend money and see a few small phenomena. First, the "Tianwaitian Restaurant" downstairs has finally changed hands. I think it's only a matter of time, because they don't know how to serve at all. A small restaurant in Xinjiang, which was very popular on the edge of wanda plaza, also closed, which was predictable long ago, because they didn't know how to treat customers. Second, inexplicably, the "Chengdu snacks" on the street were changed to the rule of collecting money before serving, which made many customers very unaccustomed. They explained that they were fast food, so they collected money first. It seems that they are the same as McDonald's. Do they have the posture and ability to do this? Third, many guys in street shops or food delivery shops often appear in front of customers with food in one hand and cigarettes in the other. They don't know that they are working and serving now. In my opinion, most restaurants in China don't know how to serve. What's more, they are engaged in the service industry but don't know what service is. This is the main blind spot of China restaurants. There are three main types of restaurants nowadays. A store for educated people is mainly reflected in two aspects: first, the decoration of the store has a theme and culture. Second, there is a service culture in the store. This is mainly reflected in some high-end stores. The second pattern is that there are no educated shops, mostly small and medium-sized shops, which just sell rice to customers, and there is no management in the service process of ordering and serving food. Third, the tea restaurants imported from Hong Kong and Taiwan have improved in environment, culture and service, but in terms of food service, they are simply putting on a show, which forms two contrasts with small restaurants in the mainland. One is content without service, and the other is content without service. Neglect of demand: Only when customers ask for lunch paper will they give it to them. For restaurants like Tianwaitian, they should know how to serve, at least the size of each store should be adequate. Their hostess is enthusiastic, and the menu is good, but they really don't know how to meet the needs of customers, or they have no service for you. For example, they have a meal order service. I often eat one of their noodles many times, such as steamed dumplings, tomatoes, and a bowl of 6 yuan, which is not bad. We have eaten almost all their dishes, but the impression of this noodle is not bad. As long as we don't go upstairs, we often order takeout. Later, they may see that customers love this noodle too much, so they modified it. First, make the noodle bowl smaller, and when delivering takeout, change the original way of sending it in a bowl to the way of using a fast food box. After this change, this noodle can't be eaten, and the taste of noodles has all changed. Later, it was no longer necessary for us to eat in this restaurant. We don't know why they want to change it. Is it because too many people eat it, so they change the taste and size? It's really a retrogression of the market that such restaurants are not finished. Secondly, when customers come to the dining table and sit down, the waiter should collect the necessary tools for dining, instead of asking for them one by one, that is, an ordinary napkin. If you don't want it, the waiter doesn't know to bring it, and you can only get it every time. Why not put it all in place at the beginning? They don't even know such basic services. It's normal to close the door. Treat customers as fools: it sounds impossible to change the original delicious food into the unpalatable one. No boss can change his most popular dish into the unpalatable one. There really is, and it's right around us. There's really everything in the world. That's what the owner of this small shop in Xinjiang mentioned above did, which is a bit like "two worlds apart". This small shop was originally located in the west of Sofitel Wanda Hotel, and it was operated by a temporary room on the roadside. It was only five or six Zhang Zhuozi, not to mention the environment, which can be described as dirty, chaotic and poor. Even so, they are very popular, mainly because the Xinjiang noodles in this shop are very delicious. In fact, its beef noodles are very ordinary, similar to those in other stores, but its noodles and kebabs are different. I often recommend to my friends that the noodles are not only large in quantity and delicious, but also very good. The kebabs are all big, and which lamb kidneys are a whole string with everything in two, which should be thin and fat. I once took several friends from Xinjiang to eat, and they said it was their best trip noodles in Beijing. Good things must be developed. Soon, this store rented a big house of nearly 211 square meters next to it, and the environment changed. After we went there, we thought that good things should develop and change and celebrate them. But I never thought that after sitting down, their noodles were completely changed, not only the amount was small, but also the copying method of noodles was completely changed. There used to be a lot of soup, which was accompanied at one time. Now, it is possible to separate the dishes from the noodles, just like Xinjiang. The key is to look at the way the dishes are cooked. Now the dishes are all red tomatoes, and you can hardly eat the smell of meat. The wrist is accompanied by noodles, which are all sour tomatoes. It's almost the same as the past. As for kebabs, they have been trimmed from the past pieces of meat to half their weight, and the lamb loin has also been cut into tints, which not only has no taste, but also has a feeling of being cheated. Because their prices are not expensive, there are quite a lot of people at noon, but I believe that anyone who is good at this will eat out the problems. This phenomenon will not last long, at least I have never been there again. What customers like is completely changed. Is there so much money to make? You can raise the price, but you can't cut corners. Cutting corners is not the original product. But that's what this boss does. If you like to eat, I'll change it for you and turn it into something you don't like. They want to increase the profit rate, so they don't close the door? Sure enough, not long after, this store, which had been open for less than half a year, closed down, which was not as strong as the store with only a dozen square meters before. Now which store is already a color printing department. The above two restaurants have good products, and in order to increase profits, they dare to change good products into bad products. It sounds unbelievable. One is that they changed their disregard for customers, and the other is that the original chef has left. McDonald's can make every place in the world taste the same, and our restaurant can't even make a taste for a year. Why not die? Without service support, why charge first? Nowadays, many Chinese snack bars actually play the trick of serving food after collecting money. Why should such a small shop charge first? Customers don't understand and trust your dishes, and the time for serving them is bottomless. Besides, customers may add new dishes at any time. How do you charge first? There is another reason why you can't charge first. The food in this kind of restaurant is not standard. At the same time, this kind of restaurant doesn't have any service. As long as you pay the money first, they will leave you alone. Sometimes you can forget your food and greet the next customer. So, you can see this kind of small shops, as well as small shops that package their services into western-style food. Basically, there is no service standard, and there is no ability to charge first and then keep customers waiting. The service atmosphere is the core "product". There is no service restaurant. It is appropriate to close the door if you dare to change good products into poor products. However, the dishes in some restaurants are not very good, very average, and many of them are just like goods, and the price is very expensive. For example, many restaurants opened by Taiwan Province people are like this, but they know how to serve, including the service atmosphere of restaurants. This atmosphere is an important product of such restaurants, even their core. There are no special products in ordinary small shops, that is, the service to solve hunger, the safety, hygiene, speed, environment and attitude of consumers, etc., which are not reflected here. This kind of shop can survive because of its price and convenience. A better terminal store is not only moderate in price, convenient and fast, but also first-class in service environment and attitude. They can fully understand all customers' needs and complete them in the first time. It's just like some high-end club restaurants. The waiter is always at the customer's side, solving the problems for the customers anytime and anywhere, and will never let you go to her for service. Unfortunately, ordinary restaurants can't do this, or don't realize it at all. They can only sell some hard products and earn a little processing fee. It is impossible to charge for services. In the current catering market competition, this terminal store is the center point of direct contact with customers. The dishes fluctuate at any time and there is no value-added service, so this store may die at any time. Distrust of consumers is the main reason why small shops will die. Service atmosphere is the main way to enhance the competitiveness of small restaurants. Unfortunately, most operators of small shops don't know, or know, and will not implement it. Most small shops distrust consumers, which is the main reason for the death of small shops. In a messy shop, as soon as customers sit down and order, they have to collect money first. The customer asks, I'm afraid I won't give money. They said, this is fast food. Others say that we can't see it with many people. The implication is that they are not at ease and must collect money first, so as to avoid customers leaving after eating and not receiving money. This is a typical distrust of customers, who treat customers as thieves. How can customers have the heart to eat here? Why don't they find a place that is rare for me? Can they eat here under your supervision? This situation still exists in some small supermarkets and some art galleries, especially in some private art galleries. There are always some idiot waiters who follow you to see the exhibition. This kind of treatment is enough to go once. I mean, it's not that our small shops can't collect money first. The key is that you should establish a service process and environment for collecting money at first. Small shops like China simply don't have the conditions for collecting money first. They are all service methods based on preventing customers, not respecting customers. This is the main reason why they play dead or grow up. Why South Beauty is so popular is just because they know how to respect customers. How can McDonald's continue to develop is because they give customers more freedom. It is easy to go to McDonald's without meals, and it is necessary to go to the bathroom, read newspapers and chat. They have expanded and enriched the related activities that can be brought by eating, and they have become a platform. And how about our small and medium-sized restaurant? I can't understand the whole thing just eating, let alone other extended services. The development of small shops in restaurants should start with learning to respect consumers, which is the simplest. Complex food management, process management, time management, attitude management, atmosphere management and so on. If you want to know these management methods. Need to change from the following places. First, don't specify where customers sit, try to satisfy them wherever they want to sit. Second, don't encourage customers to order. They should remind them that they have had enough and they will come again next time. Third, don't change your good dishes at will, even if it is some marginal side dishes. Maybe these dishes are the main motivation for customers to come to your store. Because of this dish, they have consumed other main dishes. Fourth, don't disturb the order of serving, and keep the continuity in time. 5. Give some free soup appropriately, and give customers time to wait. Never say that there is no free tea, and you don't run a tea shop. Free tea or soup can bring more benefits. 6. Feel the needs of customers anytime and anywhere, and never let customers come to you for service. Seven, don't let customers see your sad face, always be a bright face, moderately moving smile. Eight, always full of enthusiasm for customers, always ready to serve them. Remember the preferences of regular customers and understand the needs of new customers. Ten, always in the mentality of helping customers eat and drink well, don't guard against them at all. The service level of small and medium-sized restaurants in China is 1 years behind that of bath centers, 1.5 years behind that of beauty and leisure centers, 21 years behind that of five-star hotels, and more than 25 years behind that of product manufacturers. When the service level of catering terminal stores in China comes up, the social image of China will be greatly improved. Small and medium-sized food and beverage outlets are said to be food service at a smaller scale and customer service management at a larger scale. However, it is difficult to raise it to this level, because most restaurant managers in China are low-educated people who only sell things but not services. People with a little cultural awareness run bars, halls and theme restaurants, such as South Beauty and the tourist attractions of the great writer Zhang Xianliang. They know how to sell services. Therefore, they have achieved ahead success. The immortality of small and medium-sized restaurants lies in the details, and the development of small and medium-sized restaurants lies in the improvement of services.