Three hard indicators of submarine fishing service and service

Brand creates value, service widens the gap, and the brand value of enterprises should be improved through service.

The service of Haidilao can be summarized by 16 words: responsive, meticulous, caring and attentive, kind and kind.

Be responsive, which means that when customers have any questions to ask the Haidilao waiter, Haidilao waiter needs to promise at the first time to try his best to solve them and feedback the results to customers. The key here, first of all, is that the waiter must promise and make efforts to avoid refusing immediately without thinking, and will not make customers feel that the waiter is perfunctory.

Meticulousness is the extension of reaction ability. In the face of any trivial things, waiters should pay full attention to them and make it easy for customers to experience that they are valued.

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

Small favors and small benefits. I guess people in Haidilao must hate this phrase very much, but please forgive me, I really can't find a more accurate word to describe many free services in Haidilao. For the convenience of narration, please be wronged by Haidilao people. There are many free services in Haidilao, but no one can fully experience all the services. Anyway, it's a good thing to dazzle customers. This is the consumer psychology of customers. It is enough to know that the restaurant has such service. Whether you are willing to spend time waiting in line is your choice, but your heart is satisfied.

This kind of 16 can basically explain the value-added service of sea fishing.

However, in terms of service details, there are several links that need to be carefully considered.

Haidilao's service 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 zone is specially designed consciously, in order to make customers have consumption expectations. Many free services can not only consume the trouble of waiting, but also generate trust in the sea fishing service. By the time customers can survive the long wait, they have lost their thorough judgment on the price level.

As soon as I entered 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" and "don't", responsive and meticulous. At this time, they played their best. It is the basic skill of Haidilao waiters not to dispute, block or be hypocritical.

Haidilao's service innovation is eye-catching, which is an "amazing move" that many traditional catering people dare not imagine: waiters can "jog and take a walk" in the restaurant, but they must never wander around slowly. You know that. I don't know when it started. The teaching materials of catering service in China require the waiters to walk in small steps, with dignity and elegance. However, the waiters and students delivering vegetables in Haidilao started running in the restaurant, and the customers were not disgusted, but applauded.

The dancing that always attracts customers' amazement, the free hot towel for 4-6 times per meal, the waiter's right hand raised immediately after hearing the customer's shout, and the flowing movement of the food delivery students when they leave the stage constitute a dynamic picture of underwater fishing service.

Especially the tip in the ladies' bathroom in Haidilao: If you are caught in those inconvenient days and need help, please contact our cleaning staff.

Also, beside the toilet seat, two rolls of toilet paper are prepared for the convenience of customers. 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.

In a word, it is to provide customers with detailed services quickly and steadily with standardized service actions, so that customers can experience warmth and professionalism in consumption. If you can do these three things, you are fully qualified for the zero-point service in the restaurant.

Now everyone advocates differentiated services. What is differentiated service?

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

No matter how it is called, its essence is to meet the reasonable personalized needs of customers and make them happy and satisfied. Differentiated service is not contradictory to the basic service we are talking about here.

Differentiated service is the satisfaction of personalized needs on the basis of basic services.

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

Differentiated service is not mysterious, but what is more meaningful is that it is a guide of service concept.

Many operators of catering enterprises are too extravagant for service mode, forget the function of catering service, and always ask 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 several simple actions to achieve standards, speed and accuracy. In a very short time, the progress of the waiters exceeded the imagination of some "old restaurants". Refining catering service into a skill 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 results come from strict training.

For example, the waiter's standing training requires a porcelain plate on his head and standing against the wall for 4 hours every day. His head should be straight and his chest should be steady. At the end of the week, everyone was in high spirits.

For example, the popular practice in the industry is very effective: put a brick on the tray and support it horizontally with one hand for 30 minutes each time, 6 times a day. 10 days later, it also shows that standing like a pine, sitting like a clock, and a tiger is powerful.

For example, when speaking, the waiter needs to stand in the chair and shout out the news of interest in the newspaper for one hour, twice a day. 10 days, clear thinking, free expression, dignified appearance and quick answer.

For example, table service training requires waiters to practice repeatedly according to the preset 10 links until they become proficient.

Without such training, how can we ensure standard, fast and accurate?