At the whole process meeting of new store operation, BOSS recommended Ding Taifeng's self-report-the perfection of temperature. Curiosity and desire to explore become more and more intense. As soon as the book arrived, he rushed into Ding Taifeng and read it with relish.
It's been two hours, and there's no urine spot all the way. 00 am18, completely sleepy. Reading this book, I have a special sense of picture, just like talking to my heart and being integrated with an enterprise. My heart has been touched countless times. Ding Taifeng's attention to service details is the empathy after insight into my inner needs and the spiritual value of my customers. What impressed me most was Ding Taifeng's standardization process.
Ding Taifeng is not only a service industry, but also a precision manufacturing industry.
The heating of chicken soup should be measured with a thermometer to confirm that it reaches 85℃;
The contact point of wonton skin should not exceed 0.5 cm;
Noodles are 45 cm long and 0.2 cm wide.
The dipping ratio of soy sauce and vinegar is1:3;
5 grams of steamed bread, skin diameter 6.5 cm, invagination 16 grams, gold 18 fold;
A steamed stuffed bun must pass at least 9 cards before serving;
The temperature of the central kitchen is controlled by zones, with meat zone 16℃, seafood zone 15℃ and flour conditioning zone at 22℃. ......
Ding Taifeng changed the mode of mentoring in the traditional catering industry. It is very difficult to standardize food in China. Even the same menu, different chefs make different tastes (including the choice of ingredients, the mastery of cooking, the conditioning of taste, etc. ), but Ding Taifeng did it! It relies on scientific management and mathematical formulas to standardize its services. Ding Taifeng not only standardized the details, but also injected innovative actions into the service.
1. No fence service.
Ding Taifeng has two important service spirits: "guests are not people who eat in the store" and "care for guests". Even if you don't spend money in the store, you will be treated and helped sincerely.
2. "Treatment system" food and services.
Why do some people say that you should eat Ding Taifeng once in your life? Because it is not market share, but people's share. "The service mentality of Ding Taifeng Troupe" is the secret of its becoming the first heart rate.
Just like the castle of Disneyland and the tent of Cirque du Soleil, Ding Taifeng makes his works into a theater, a restaurant as the front desk of the stage and a 360-degree performance space everywhere through the concepts of interaction and performance, creating the attraction of customers taking the initiative to come to the door.
3. Turn the service into a 360-degree performance theater.
The half-window kitchen attracts consumers from all over the world to enter the branch and becomes one of the guests' favorite scenery. Ding Taifeng turned the service into a performance.
-All these intimate measures are inseparable from the strict management logic behind them-a lot of data and text analysis, from BI (business intelligence) to CI (customer intelligence), corporate activities connect with the pulse of daily door-to-door service and understand customers' intentions.
—— The bottom background is the "benchmark value" pursued by the whole team, including "five-hearted" talents, focusing on the industry, walking management, pursuing Excellence, and starting the cycle of learning and sharing. Just like the base of the stage, it needs to be steadily and steadily step by step, and the deeper it is, the more stable it is.
4. Master the "three-dimensional" space of contact with customers.
The restaurant is the scene of the performance, and every waiter is a performer, which constitutes a "three-dimensional" space for wholeheartedly entertaining guests: temperature, attitude and speed. This is "the key impression of customers contacting Ding Taifeng".
Temperature refers to any hot and cold feeling that guests can feel, including the air conditioning of the environment, the food they enjoy, the cooking temperature, the smile of the service staff, etc. Ding Taifeng has SOP for every meal, and every link has a standard "temperature". For example, if the temperature is lower than 20℃, it is necessary to change the temperature. The oil temperature of fried rice or cooking, the heating temperature of zongzi and the service details with temperature can also be standardized!
Attitude is the interactive mentality between the server and the client. Ding Taifeng's service is an elegant and enthusiastic interactive experience, which can deliver what is needed in time and surprise customers without too much interruption. Employees don't have to rack their brains to think of novel tricks in order to impress customers, as long as they do their jobs well, think about what they can do for customers and provide reliable and satisfactory services. After customers are satisfied, they will naturally have emotions and become the spokespersons of the brand.
Speed requires service personnel to travel with spirit. The pace should be brisk and the posture should be tall and straight. Customers can see a smile from the front and feel vitality from the back.
-Pay attention to the "three-dimensional" space and make the daily performances of Ding Taifeng Theater splendid! Especially between the actor (server) and the audience (customer), the wonderful emotional communication is a gripping climax.
Ding Taifeng's splendid exhibition at the front desk is a wonderful thing created by the disciplined gathering of all the efforts in the background.
1. Observe discipline and focus on serving the site.
-Information platform for internal knowledge management, with public data folder, which contains SOP information such as product production and on-site service, and employees can link and watch according to their own needs (pictures, texts, movies, etc.). ).
The most important key factor for the success of Ding Taifeng Troupe is that everyone is a part of the performance, no matter who is in charge of any work, it depends on serving the scene.
2. Look at the problem from employee logs and data reports.
Words and data are important tools to train employees to think all over the brain. The service industry attaches importance to customers' feelings, and most people are concerned about how to touch customers' emotional demands. But Ding Taifeng is a rare enterprise that attaches great importance to data thinking. They find problems from the data and make improvements accordingly, so as to continuously improve the service quality of the team. For example, the daily operation logs written by the front kitchen, the back kitchen and the catering group will have a series of data.
The more you share, the richer Ding will be.
From the chairman to the executives, store managers and all employees, when a group of people regard sharing as a belief, they form an organizational culture of "giving", which produces a positive ripple effect of the gold team, which is also the driving force for enterprise progress.
4. Pursuing accurate DPS thinking.
Regard quality as life. "We are not only delicious, we are the same quality at all times." In a word, Ding Taifeng, the chairman, pursues the concept of "precise cooking" and constantly pursues the best production line and the "sincere quality" standard of cooking.
-Ding Taifeng, with the perfection of temperature, you can learn, just do one thing to the extreme.
Walking and chatting in March and a half. For more articles about the mind, please go to the table of contents.