Brand creates value, service widens the gap, and the brand value of an enterprise can be enhanced through service.

Haidilao's service can be summarized in 16 words: responsive, meticulous, caring and attentive, and kind.

Be responsive, which means that when a customer has any questions and asks the Haidilao attendant, the Haidilao attendant needs to promise at the first time, try to solve them and feed back the results to the customer. The key here, first of all, is that the waiter must promise and make efforts, so as not to refuse immediately without thinking, and not to let customers feel that the waiter is perfunctory.

Meticulousness is an extension of being responsive. In the face of any trivial matter, waiters should pay full attention to it, making it easy for customers to experience that they are valued.

Being caring and attentive is not an empty head, but a waiter's heartfelt care and help. Everyone needs care in his heart, as long as this care comes properly.

small favors. I guess Haidilao people must hate this phrase very much, but please forgive me, I really can't find a more accurate word to describe the many free services of Haidilao. For the convenience of narration, please ask Haidilao people to be wronged. There are many free services in Haidilao, but no one can completely experience them all. Anyway, it would be nice to dazzle customers. This is the consumer psychology of customers. It is enough to know that there is such a service in the restaurant. Whether you are willing to take time to wait in line is your choice, but your heart is satisfied.

these 16 words can basically explain the value-added service of sea fishing.

but in terms of service details, there are several links to ponder carefully.

The service of Haidilao starts from the parking lot. When customers enter the parking lot of Haidilao, there will be a Haidilao door to greet them and guide them into the elevator leading to Haidilao. Under normal circumstances, there are people waiting at the elevator entrance and continue to introduce customers into the waiting area or dining area.

The equipotential area is specially designed consciously, with the purpose of making customers have consumption expectations. Many free services can not only consume the trouble of waiting, but also generate trust in the service of Haidilao. By the time customers can survive the long wait, they have lost their thorough judgment on the price level.

when entering the dining area, the waiter in Haidilao gave a hearty reply like an iced watermelon in the dog days, which made the customers feel comfortable "don't want" and "don't want", responsive and meticulous, and at this time, they played their best. Not arguing, not blocking and not being hypocritical are the basic skills of Haidilao waiters.

Haidilao's service innovation is eye-catching, which is an "amazing move" that many traditional catering people dare not imagine: waiters can "jog and walk fast" in the restaurant, but they must never wander around slowly. You know. I don't know when it started. The walking posture requirement for waiters in China catering service textbooks must be "small steps and quick steps, solemn and elegant". However, the Haidilao waiter and the vegetable delivery student started running in the restaurant, and the customers were not disgusted, but applauded.

dancing faces that always attract customers' amazement, free hot towels for 4-6 times per meal, the waiter's right hand raised immediately after hearing the customer's cry, and the flowing movements of the vegetable delivery students when they leave the stage constitute a dynamic picture of the sea fishing service.

Especially the reminder in the women's bathroom in Haidilao: If you need help in those inconvenient days, please contact our cleaning staff.

Besides, next to the toilet seat, there are two rolls of toilet paper for customers to use conveniently. Such thoughtfulness can only be achieved by high-star hotels, and Haidilao has implemented such services.

three hard indicators of service

there are three hard indicators to measure the service of catering industry, namely service standard, service speed and service accuracy.

To sum up, it is to provide customers with meticulous services quickly and steadily with standard service actions, so that customers can experience warmth and professionalism in consumption. If you can do these three things, you can be fully qualified for the zero-point service of the restaurant.

Now everyone advocates differentiated services. What is differentiated services?

the so-called differentiated service is another name for high-quality personalized service, which can also be called value-added service.

no matter how you call it, its essence is to meet customers' reasonable personalized needs, so that customers can come happy and leave satisfied. Differentiated services are not contradictory to the basic services we are talking about here.

differentiated services are the satisfaction of individual needs on the basis of basic services.

basic service is the basic skill of service, and it is the preparation and preparation for differentiated service.

Differentiated service is not mysterious, but more significant because it is the guidance of a service concept.

many operators of catering enterprises are too extravagant in pursuing the service mode, forgetting the functions of catering services, and always asking waiters to make all kinds of disgusting actions, which is really not worth the candle. When I train service personnel for enterprises, I often ask them to contact repeatedly on a few simple actions to reach the standard, fast and accurate. In a very short time, the progress of the waiters exceeds the imagination of some "old catering". Refining catering services into skills that only immortals can learn is a so-called profit trap set by experts in order to seek high training fees, which is difficult to apply in catering practice. It should be pointed out that hypocrisy is not a service.

excellent performance comes from strict training.

For example, a waiter's standing posture training requires a porcelain dish on his head, standing with his back against the wall for 4 hours every day, with his head straight and his chest quite secure. At the end of the week, everyone was refreshed and high-spirited.

For example, the popular practice in the industry is very effective: put a brick on the tray and hold it flat with one hand for 31 minutes each time, 6 times a day. 11 days later, it is also a reflection of being out of the station like a pine, sitting like a clock, and being powerful.

For example, when speaking, you need a waiter to stand in a chair and shout out the news you are interested in in in the newspaper for one hour, twice a day. 11 days, clear thinking, free expression, dignified appearance, quick answers.

For example, the table service training requires the waiter to repeat the drills according to the preset 11 links until the be adept at is completely completed.

without such training, how can we ensure the standard, rapidity and accuracy?