Yesterday (165438+1October 2 1), on the first day of the opening of a hot pot restaurant in Zhejiang, a suspected warehouse found recycled oil, and all of a sudden, it logged on the official accounts of Weibo HotSearch, major short videos and WeChat.

This shop is a newly opened one of Dayu Hotpot in Yongkang area. For a time, this hot pot brand that has been on fire for 6 years has been pushed to the forefront by public opinion.

After the local market supervision department thoroughly investigated the kitchens and stores for the first time, no waste oil returned to the table.

Professional catering network interviewed Mr. Du, the founder of Dayu Hot Pot, for the first time. The following is an account of the crisis he experienced in 24 hours.

(Du Linlin, founder of Daxie Hot Pot)

Event recovery:

24-hour "fright" of a well-known hot pot company

When the professional catering network reporter connected with the juniper forest, he was sorting out the business of the stores involved and driving back to Wuxi. He stayed up all night, and the 24-hour crisis public relations made his voice a little tired. (The following is his self-report)

165438+1October 2 1 5: 35 pm

I received a message: "There was' gutter oil' in the store on the first day of opening? I am stupid. "

The message was received at 5: 35 pm on June 21/kloc-0. At that time, Weibo reported that Dayu's store in Yongkang Baolong had an oil collection incident. I was shocked at that time. I thought, what's wrong? The new store didn't open yesterday (June165438+1October 20th), but look.

I'm still scared. After all, I have been engaged in catering for 20 years, and I know that it is not easy to engage in catering. It is entirely possible that my 20 years of hard work will be destroyed because of this incident. Moreover, the "recycled oil" of catering is the red line of catering, and this must not be touched. This is often taught to employees, customers' plates and employees' bags at meetings. These two are the red lines of my catering business. Once moved, I will never tolerate them.

Before that, I had taken my team to five provinces, from Wuxi, Jiangsu to Beihai, Guangxi, and then to Qinzhou, Bama, Kunming and Chuxiong, looking for good ingredients all the way. This time, I gained a lot. I was really surprised to hear the news, but as a caterer, I can't panic. I had to adjust myself immediately and deal with it calmly.

2 1 6 pm

Quick check: "set up an investigation team at the first time to find out the reasons and conduct self-inspection of stores nationwide."

/kloc-around 0/8: 00, the company sent back a lot of news. I have a general understanding of the situation, that is, Yongkang Store signed a recycling contract with the oil recycling company in Yiwu, but there is a distance between the two places, and the efficiency is relatively slow. It was reported by enthusiastic citizens and law enforcement officers also went to the scene. Enthusiastic citizens also took a video and sent it online, so there was a very hot oil recovery video.

I want to say here that every restaurant will cooperate with the oil collection company. The oil used in restaurants needs to be recycled into diesel for secondary use, so as to ensure that it will never flow back to the table.

18: 10, in the car, I immediately turned around and rushed to Chongqing. Although the journey is not far, it is only 8 hours, so I set up a temporary command team in the car and immediately organized the company's core management to make a detailed division of labor:

1) Establish an investigation team: responsible for going to the site, collecting information, ensuring the authenticity of the information, and then making corresponding solutions to the problem according to the real information.

2) Internal problem inspection team: check all stores of the company, and no problems can occur.

3) Public relations team: pay attention to the whole network and all media, and strive to make consumers not misunderstand and have a negative impact on Dayu brand.

4) functional department docking team: communicate effectively with relevant functional departments to avoid misunderstanding.

5) Copywriting team: organize all the information and write the corresponding copy to let consumers know the truth.

18: 55, the whole division of labor is completed and the distribution is completed, but I am still very nervous. After all, this matter has a great influence. In the car, I kept docking with various departments, and unconsciously arrived in Chongqing at 2 am. At that time, the colonel didn't rest until 3: 30 in the morning.

9: 00 a. m. on the 22nd.

The headquarters issued a statement: "Explain the situation, announce the rectification measures, and sincerely apologize."

It was 4 o'clock in the morning when I arrived at the hotel. I tossed and turned all night and couldn't sleep. At 7 o'clock, the team members had already discussed it in the group. At this point, Tik Tok's praise has reached 600,000.

After 9 o'clock, I finally waited for the government's response. Dayu didn't recycle oil. A hanging heart is finally well, but it is still not at ease.

I've been cooking for almost 20 years. The word-of-mouth of customers is the "lifeline" of restaurants, and food safety is the most concerned issue for customers. We immediately issued a statement.

First, the survey results were published, indicating that Daewoo Hotpot did not find that the store used waste oil, but delayed the recovery time of waste oil, which led to the Oolong incident. The business license of Yiwu Company, which had previously treated waste oil, and the photo proof of the waste oil treatment contract signed between the store and the company were attached.

Secondly, we have also carried out rapid rectification, including timely cleaning up the waste oil in the stores involved, and cooperating with local qualified waste oil treatment companies to ensure that it is cleaned once a day to prevent secondary pollution of kitchen waste.

Finally, I sincerely apologize. Even in the Oolong incident, there are some small links that we ignore, and we will take them as a warning. I also hope that the public will continue to supervise us and correct our shortcomings in the future.

In order to prevent the incident from fermenting and deepen misunderstanding, we monitored the public opinion orientation of various platforms, responded in time, and told our loyal fans the ins and outs of this matter at the first time.

22nd morning 1 1: 30

The local regulatory authorities publicly stated: "No gutter oil was found after the inspection, which proved Daxie's innocence!"

After a night of shock, at noon today, I finally broke through the clouds and saw the dawn.

The law enforcement officers of Yongkang Market Supervision Administration, where the store involved was located, inspected the cooking oil and chafing dish bottom materials stored in the kitchen and vegetable storage room of Dayu Hot Pot Restaurant, and found that they were all distributed by the head office, and the claim for certificates and tickets was complete, and no illegal oil products such as gutter oil were found.

Yongkang Municipal Market Supervision Administration also issued a statement in time this morning, proving that Dayu had no food safety problems and was innocent.

After the rumors of government agencies were issued, we also reasonably guided fans to check the official explanation and understand the truth in the social media comment area.

"I have been walking on thin ice for 20 years.

Almost destroyed by an own goal. "

Catering for 20 years, starting a business 13 years. I have experienced the era of big waves in catering and the epidemic, but I was almost destroyed by the Oolong incident. Although the results have been clarified, I don't know when the damage and bad influence on the brand will be eliminated.

1, I have always been "afraid" of food safety, and I personally lead the food safety team.

Since I started my business, food safety and product quality are my most important things, and I will never allow this to happen in Dayu.

So we set up a food safety team very early, and I personally took the lead!

The food safety team will spot-check the ingredients, purchase time and use time of each store, and will go to the store for screening from time to time, and equip each store with a camera to ensure the food safety of the kitchen.

After the outbreak, a special safety inspection team was set up to control the safety and hygiene of stores after the outbreak.

Even the daily disinfection records of towels and tools should be filled out, and the work should be carried out to people.

2. Run 6,000 kilometers just for good peppers. How can it ruin the good taste because of gutter oil?

And for the sake of high quality and safety, I have been looking for high-quality raw materials outside. Pepper is the essence of hot pot. In order to make the bottom materials in Chongqing taste better, I will go to all parts of the country to find better peppers. I went out this time on1early October, 165438+ for more than ten days, I traveled to five provinces and drove more than 6000 kilometers to find good peppers.

I majored in hotel management. It's not the first time for me to cook hot pot in Dayu. I opened a hot pot restaurant before, but I failed because I had no management experience. But I didn't give up. In 2007, I went to Wuxi with 2000 yuan in my pocket. I started Dayu from scratch and grew from a small shop to more than a dozen branches. Only gave me 2000 yuan, which has been the same for several years, just to remind myself of Do not forget your initiative mind.

Starting from 13, I founded six sub-brands, namely Xiaoshuniang, Dayu Hot Pot, Spicy Sankuang Hot Pot, Fish and Shrimp Call, Jiulongpo Hot Pot and Dayu Family Hot Pot. Each sub-brand pays attention to ingredients and taste. In order to make the taste authentic, I am "either looking for ingredients or on the way to find ingredients". How to put a "food safety" time bomb on 13' s accumulated reputation with "gutter oil"?

However, the "24-hour shock" that Dayu faced this time also made me and my team reflect on themselves. The "gutter oil" that drags on is really our fault. For the dereliction of duty in the management of franchise stores, we decided to stop all forms of franchise and only be a direct store in the future, putting food safety and quality first.

Summary of professional catering network:

I survived the most severe and sad epidemic, but I didn't expect to be almost destroyed by the "food safety oolong incident" within 24 hours, ruining everything I worked so hard to build in 13.

I have always believed that the levee of a thousand miles was destroyed by the ant nest, and the safety on the tip of the tongue has always been the red line of food enterprises.

My team and I are trying our best to ensure food safety, but it is still a "fatal blow". In the future, we can only insist on direct marketing and carefully control every link.

Daewoo's aim has always been customers and employees. Only after six years of uninterrupted queuing, will we always adhere to the concept of customer first, fear customers, fear employees, do a good job of quality and become a respected brand.