The service industry is facing real people, and people's feelings are too subtle. Any rigid regulation, regardless of the original intention, may lead to a decline in service quality. Zhang Yong, the boss of Haidilao, has a famous saying: "Raising without love is to raise pigs; Love without respect is raising a dog. " Once the attitude towards people rises to the level of "respect", it goes beyond the measurement of ordinary rules.
A good English housekeeper, when he is in this room, the room looks more empty. "The logic of industry: value comes from exchange. Enterprises produce products (value) and then pass on their results to customers. The logic of service is to bring customers into the value system. Value is not the product itself, but what customers create together with the merchants in the process of using the product or service. "
In the traditional industrial society, doing business is like a "ring game". The merchant holds a ring in his hand, which is his own product. The customer just stands there, throws it, puts it on, and the sale is done. If you don't put it in, the marketing will fail.
What about the service industry? Just like the whirlpool in the lake, it is not big at first, but the surrounding water is circled, and the community is expanded a little with each step forward. Service industry is like biological growth, which absorbs the surrounding resources, light, heat, water and soil into one's body bit by bit and integrates them into one.
The relationship between boss and employee: "Every operator will shout to serve customers. In fact, the boss can't serve customers. I can only serve employees, and my employees can serve customers. To what extent the boss serves the employees, the employees can serve the customers. "
In the service industry, the position of the boss has changed greatly. The boss can't face the customer directly. The only thing he can do is to serve the employees. Even he can't serve employees. He can only serve the smallest group of people around him, and then expand like ripples and eddies in the lake. The scale of his enterprise actually depends on his own service ability. This scene is like a martial arts expert. He can't go to war alone. He has to put his hand on his apprentice's back, mobilize his internal forces, and pass on his skills layer by layer before he can walk the rivers and lakes.
This bowl of porridge is actually a medium of value transmission. With it, employees will know that the boss is behind them when facing users. My face is radiant, my smile is natural, my attitude is confident, and my little pride has sprouted. Service industry is not a simple transaction process, but a value transfer process. Companies with good service have a culture, which is to be good to employees. From the outside, this seems to be the internal welfare of an enterprise. But when we got in, it turned out that this was the origin of service value transmission.
A good service enterprise grows up bit by bit from a value origin. This is a process in which seeds take root, germinate and spread branches and leaves. This is a living process. It is not a factory that can reverse it. I can take it down, take down every part, and then I prepare a set of parts and assemble it, a tower and a machine. What is the service industry? This is the analogy I just made. It is a seed, an embryo, a gene, and a process of gradually expanding its value by constantly influencing people around it, so that that value can be passed on to more people and form a larger community.
5. What are the benefits of working in the service industry? In my opinion, any service, or any modern interpersonal relationship, is abnormal and should not be praised, but should be changed. If you say it is a service, it has no boundaries: the parties have no idea how much they have to pay, so why pay? I use this newly published "They" as an example, because we are most used to this kind of thing. "Free association of free people" is also my ideal service purpose: everyone voluntarily exchanges services as equal individuals and gains dignity from it.
What are the specific requirements for a person's service? It is to face the most reliable side of yourself and be responsible for the world, which will constitute a stable contact between people. Everyone should be responsible for the people around him, and then more people will be locked in layer by layer, becoming the way to connect the world. This is a particularly strange logic in the service industry.
6. Can Haidilao really learn? "For managers, the hardest thing is to convince others that tomorrow's big cake will have its own share. People's desires are infinite, and no company can give employees everything they want today, so employees must focus on the future while getting today's wages. If they have confidence in the future, they will do more work today than today's salary; On the contrary, the work done today will be equal to or less than today's salary. "
The thing that can stimulate creativity most is simple, that is, hope. We live by hope. What we pay for a hope that may not be realized is always far greater than what we really get. This is the fundamental reason why everyone is willing to be constructive and the world will become better and better. Every parent has invested too much time and money to increase their children's future competitiveness, but as long as this hope exists, everyone will work hard. A beautiful world is condensed by layers of hope. Behind hope is a relationship of mutual trust and commitment.
Looking at the service industry from the perspective of relationship, we can understand many things. Try to open the business first, entertain people who are close to each other first, then make a discount, and then open the door when the service runs smoothly. What is reflected behind this is the emphasis on relationships. Everyone is unique, and people's maturity requires different practices and experiences.
10. What's the difference between "selling" and "closing"? Sales is thinking from your point of view, and selling things is success. And "clinch a deal" is to think from the perspective of both sides, both sides have gains, and a win-win situation is called "clinch a deal".
In fact, cash on delivery is sales. And psychologically formed a trustworthy relationship, which is a deal. From "sales" to "trading", we are engaged in manufacturing to service.