What is Haidilao’s service concept?

Haidilao's service tenet is:

Service first, customer first, and its commitment to creating considerate, thoughtful, and high-quality personalized services has become a brand symbol of Haidilao. Service has always been Haidilao's trump card competitive advantage, and it is also the aspect that consumers praise Haidilao most.

Haidilao always adheres to the "pollution-free, one-time" principle of material selection and base ingredients, and strictly controls raw materials and ingredients. After more than 20 years of testing by the market and customers, we have successfully created a hot pot brand with high credibility and Sichuan hot pot characteristics.

What should we learn from Haidilao?

1. Service and people-oriented orientation

The external manifestation of Haidilao's core competitive advantage is service, and the ultimate realization of service is through "people". Therefore, Haidilao’s core competitiveness lies in people’s competitiveness. Haidilao has been service-oriented and people-oriented from the beginning, rather than performance-oriented.

The boss of Haidilao understands that: enterprises serve employees, leaders serve employees, and employees will naturally serve customers. This is a spontaneous transmission process. How does Haidilao treat its employees? For example: promoting the value of "changing your destiny with your hands"; treating employees as family members, etc.

2. Eliminate customer dissatisfaction

Eliminating customer dissatisfaction is more important than making customers more satisfied. Eliminating customer dissatisfaction first and then increasing satisfaction can achieve twice the result with half the effort. Haidilao’s service secret is: to make you less dissatisfied, rather than to make you more satisfied. Therefore, service satisfaction management must start from eliminating customer dissatisfaction, rather than focusing on satisfaction management.

3. "Entrust store" system

Haidilao adopts a "entrust store" system for the best A-level stores (parent stores), so that it can control the newly opened C-level stores. (Sub-store) Hosting: A-level stores must turn C-level stores into B-level stores within half a year, otherwise A-level stores will be downgraded to B-level stores. It is understandable that there is a lot of pressure to trust a store, but only when there is pressure can there be motivation. In sub-stores, 40% of old employees must be employed to ensure service levels.

4. Pay attention to talent training

For example, Haidilao’s “master leads apprentice” system; for example, Haidilao established Haidilao University last year to train store managers, store managers and other professionals talents.

Another example: Haidilao formulated an elite talent development plan to recruit 100 college students and let them work as waiters for 6 months (985 subsidizes 3,500 yuan per month, 211 subsidizes 3,000 yuan), and then cancels it after 6 months Subsidy, 20 people will be left after one year. These people will be the future elites of Haidilao.

Although the factors for success of each company are different, in general, the points mentioned above are still very fundamental and worthy of our company's learning and reference. .