Recently, a friend in Shanghai asked me to write something about a hot pot restaurant, saying a name I am not familiar with, "Haidilao". I have never experienced its business model and service concept. But through the feelings of others, I feel that this is what I have been longing for for for many years. Its leader, Zhang Yong, did it.

there are three levels of being a boss. the first level is to make use of various special social resources to make the enterprise bigger, including the resources of contacts (rights) and mineral resources. The result is at the expense of the deterioration of social environment and natural environment. There are many such figures in our rich list, which is also the main factor for the people to hate the rich.

second: using labor resources to obtain surplus value. Almost all of our industrial tycoons are basically this model. Bosses try their best to study Marx's surplus value theory and give it full play. Even if you turn your own circle (such as a company, a family or even a village) into a rich man, it is still based on more people and more surplus value. This is the main factor that causes the difference between the rich and the poor.

the third type: while running an enterprise, it invisibly promotes social development and even changes the social structure. For example, when Ford, an American entrepreneur, established his own automobile kingdom, he proposed "making cars that everyone can afford" and "making cars affordable for every employee" first. You know, cars in those days were absolutely high-end luxury goods! It's like our real estate boss has issued a request that every wage earner working on the construction site can afford a villa.

Ford's idea actually led the development and change of American society. Because only in this way, the next generation of workers will not be workers, and will not still rely on selling their physical strength to contribute to society. Similarly, the next generation of farmers will not be farmers and will not rely on agriculture to support their families.

As a result, farmers in the United States account for only 5% of the population. Not only has it solved the problem of feeding the people of the whole country, but it is also rich, and the United States is still a big exporter of agricultural products. The proportion of workers in the United States is also declining, and their descendants have basically carried the banner of the information industry, and this generation represented by Bill Gates has obviously led the world. It is a natural thing to make the successful transformation of American society.

So Ford became a figure on a par with Washington and Lincoln.

Throughout the country, most bosses, including those of many famous companies, basically try their best to earn surplus value by working hard on every employee. After the "Labor Law" came down, the first thing was not how to increase the benefits for employees, but how to deal with employees.

So our boss may have entered the rich class, all of whom are his employees, especially those wage earners and migrant workers. Their income, not to mention that they can't train the next generation, is a problem to support their families. Personally, we may enter the world's rich list, but as a country, we may be farther and farther away from the harmonious level of developed countries in the world.

However, the boss of Haidilao has given us a new example. Many people have the same feeling after visiting Haidilao: the food there may not be the best, but the service of every employee is dedicated and even impeccable.

Look at how Haidilao's boss treats his employees. "Most restaurant employees live in basements, while Haidilao's employees live in regular apartments, which are less than 21 minutes' walk from work, with air conditioning and heating, TV and telephone, and free Internet access. The company also hires people to clean employees and even change sheets; One-third of Haidilao's employees are from Sichuan, and Zhang Yong has set up a boarding school in Jianyang, so that employees' children can get a better education and solve their worries. Haidilao not only takes care of employees' children, but also thinks of employees' parents. Some bonuses of outstanding employees are sent directly to employees' parents by the company, which makes these parents living in rural areas feel glorious. " Please note that this is a restaurant, not an IT company!

What Zhang Yong did was very simple and natural, but it captured the hearts of all employees and enabled them to follow him without hesitation. That's why we can always see the sincere smile on the faces of every employee in Haidilao, because it is from their hearts.

I have repeatedly stressed that innovation requires environmental conditions. This environment is not about how much money you give him or how much pressure you put on him. But to create a relaxed and cheerful environment.

"For waiters who directly deal with customers, their needs are varied, and the waiters trained by processes and systems can reach the passing level at most. There is no doubt that institutional processes play a role in ensuring the quality of products and services, but at the same time they also suppress human nature, because they ignore the most valuable part of employees-the brain. Let employees strictly abide by the system process, which is equivalent to hiring only their hands. This is the most loss-making business, because human hands can't surpass machinery at all. In the process of serving customers, Zhang Yongding has only one standard: to satisfy customers! As for the specific methods to satisfy customers, it is up to the front-line waiters to complete according to their own judgment.

The success of Haidilao lies in liberating employees, returning them from machines to people, and giving them the ability to think. In general enterprises, innovation is the business of enterprise executives, and ordinary employees only need to do their own work, while in Haidilao, innovation is everyone's business. Think about it, when more than 6,111 employees in Haidilao are innovating, it is not surprising that differentiated services that surprise customers appear in Haidilao. Perhaps, as the official website of Haidilao said, employees working in Haidilao are "changing their own destiny with their hands", while their peers are just supporting their families with their hands. In every Haidilao's office, a "list of golden ideas" will be posted on the wall, which is the source of Haidilao's ideological spark. Every month, the Innovation Committee composed of major ministers and district managers will judge the creative services proposed by employees. Once evaluated, they will be promoted to various branches, and employees can get rewards ranging from 211 to 2,111 yuan. "

There is no doubt about employing people, which many bosses often talk about, but few can really do it. To tell the truth, it is conditional to "use people without doubt" Without a series of conditions such as "sea fishing", it is impossible to really "employ people without doubt"

"In Haidilao, the vice president is responsible for all expenses below 2 million yuan, and the approval authority of the regional manager is 1 million yuan, and the store managers below 311,111 yuan can sign it, and these managers have no relationship with Zhang Yong. Excuse me, how dare that private enterprise do this?

in addition to authorizing the managers, Zhang Yong also fully authorized the front-line employees, and all the front-line employees in Haidilao have the right of exemption from orders. "You regard me as a brother, and I regard you as a confidant; You regard me as a dog and a horse, and I regard you as a Chinese; You regard me as dirt, and I regard you as enmity. "It is with this spirit of sincerity that Zhang Yong makes Haidilao employees willing to take the company as their own business."

Everyone has aspirations, but if a unit is only satisfied with its employees temporarily in terms of economic benefits, it is still impossible to really attract people. Because people's desires are endless. Why do all our service industries want to find young and beautiful people, because almost all bosses, including users themselves, don't regard her as a lifelong career. They are all eating "youth rice". In fact, our old tradition is not like this at all. Think about it. Why are all the old shopkeepers old in the past?

But in Haidilao, the employee's wish has been perfectly realized.

"Except for the finance department and the engineering department, all managers of Haidilao must start with grass-roots employees. Zhang Yong believes in a principle: people who have not personally contacted customers will never know what they are thinking! It is this arrangement of promotion channels that makes employees see the hope of rising and inspires their motivation to work hard. Here, education and length of service are no longer necessary conditions for promotion. People who work here agree with the truth that as long as I work hard, my life will have hope.

Haidilao is currently the general manager in Beijing and Shanghai, and his initial position is as a doorman. In most people's eyes, this may be as incredible as the fact that a black man can be president of the United States. It seems that a doorman should be a doorman all his life, and a toilet cleaner will never be a CEO. All this has been broken in Haidilao: it is these young people in their twenties who independently manage hundreds of employees, receive thousands of customers every day and create tens of millions every year. They have never been to college, but they have confidence on their faces that famous university graduates may not have. "

many bosses believe that profit is the soul of an enterprise. The basis for assessing the company is also that profit is king.

but "a gentleman loves money and takes the road" means that "in Haidilao, the company never takes profit as an evaluation index, not only does it not evaluate the profit of a single store, but also the whole company has no profit evaluation index. This is incredible to many business leaders and MBA students: how can enterprises not use profit as an assessment indicator? How can employees be stressed without indicators? Don't KPI and balanced scorecard all emphasize the importance of financial indicators?

Dramatically, this enterprise, which doesn't take profit as the assessment index, has a good profitability. Although it can't obtain its financial data, it has no debt. The fact that its development for more than ten years is entirely dependent on its own funds and there is no franchise store shows that Haidilao has a super profitability.

what is the assessment of Haidilao? Haidilao's assessment of the store manager has only two indicators, one is customer satisfaction, and the other is the enthusiasm of employees. In Haidilao, every store is required to be equipped with 111% employees according to the actual needs to ensure the expansion of personnel. This is different from the practice of most enterprises. In general enterprises, what can be done by five people will never be done by six people, because in their eyes, people are "machines", and the fewer people, the lower the cost. In Zhang Yong's view, people are "talents". Only by cultivating talents as soon as possible can he open more chain stores in Haidilao! "

in fact, not taking profit as an indicator is precisely the best implementation of employees' requirements. Because every employee can't have great ambitions and far-reaching foresight (especially for waiters). Asking employees to do "means" is more clever and practical than asking employees to do "purpose".

It is also the same reason to remember that CCTV's "Oriental Time and Space" was just launched, and it was stipulated that entrepreneurs should not be selected. If you are too eager for quick success and instant benefit, you will be eager for speed. Even if it is crooked from the beginning, it is impossible to have later glory.

The reason why our catering industry in China didn't beat those "not delicious" foreign brands. There are many reasons, except that we don't have the national cultural background like the United States, and it is a short door for Chinese food not to be quantitative and scientific. But short door is also Nagato, although we have not developed into a chain enterprise. However, China restaurant, which is omniscient and omnipresent all over the world, is called the real "invention and signboard" by Chinese people-China cooking, but it is truly famous all over the world. When I go around the world, I don't worry about any language problems, address problems or even local customs. As long as you walk into China restaurants almost everywhere, and it's easy to meet fellow villagers, what problems do you think can't be solved?

Zhang Yong has actually opened up a way for us in the catering industry. Maybe he doesn't need any "capital operation" and "venture capital", but he has opened up a train of thought for the development of the catering industry in China. To say something bigger may benefit the development of all enterprises in China.