Emotional service is one of the specific forms of quality service, which requires us to not only do the standardized service in the process of customer service, but also in the language, eyes, actions and other aspects of the real coordination, put themselves in the customer's shoes, with the attitude of the master to really create a sense of family for the customer.
Emotional service can enhance the company's brand image and our impression in the minds of customers, while increasing the company's visibility and influence.
But the key to emotional service is to grasp a degree, and emotional service to try to stop. Excessive service, will play a counterproductive, so that people have a sense of discomfort. A truly comfortable service is a natural one.
Employees also need to be respected, in the process of customer service, warm and caring, but also to not be overbearing. A truly charismatic leader is one who not only cares about his customers, but also cares about his employees. Customers are God, but employees are also brothers. The growth of the staff is also worthy of our attention.
When it comes to emotional service, we have to mention the Haidilao hot pot restaurant. I've heard a lot of stories about Haidilao's heartwarming service, including giving customers umbrellas on rainy days, carrying customers across the river on rainy days, shining shoes, watching children, and so on.
What is known is that Haidilao came out of nowhere with its set of nearly unprecedented services. However, whether the taste or dishes of Haidilao is first-class is really a matter of opinion.
Although the service is good, often also a mixed reputation, some people think, Haidilao is a kind of over-service, slightly pompous, while the taste and dishes are very general.
September 15, Haidilao (06862.HK) released the 2020 interim report shows that in the first half of this year, Haidilao operating income of about 9.76 billion yuan, down 16.5 percent from last year; the period of about 960 million yuan loss, while the same period last year was a profit of about 910 million yuan, a year-on-year decline of 205.7 percent.
In this year's epidemic situation, even leading restaurant companies like Haijiaolao have been affected quite a bit. Epidemic is part of the reason, but as a hot pot leading enterprises, in the face of the status quo should also have deeper thinking.
Any business, in the case of maintaining the original advantage of constantly seeking new innovations, and not just rely on excessive service and price increases, which may be the king of the evergreen industry, the catering industry is also so.