At 10: 30 every night, she closes the door of this restaurant, leaving a bunch of sweet smiles, a bunch of smiles that are "dyed into the water color of Jiangnan Spring".
Every day, she leads Chinese and foreign guests to pour tea, serve food and pour wine, leaving them with a smile, a smile of "clear water makes hibiscus, and carving is natural".
Colleagues said that Master Yang really laughs: when a guest comes in, she laughs; She smiled when the guest left the shop. At the peak of her career, she smiled; When guests find fault and get angry. She can still laugh.
Foreign guests say that Miss Yang is simply a "smiling angel"!
I can close the door. Why is this ordinary waiter laughing so hard? If Stallone, a famous American movie star who played Rambo in the movie "The Last Blood", never laughed, it was because of his head injury when he was a child and the nerve damage caused by improper treatment by a poor doctor, then why did this waitress in her thirties standing in front of me always smile and create first-class service?
"Xiao Yang, since taking part in the work, has been striving to be advanced. Many times, he has been rated as a city and district youth expert, a service model, a March 8 red flag bearer, a model worker in Beijing, and a model worker in the national commercial system. Are these all thanks to your smile? " I inspired her thinking.
She smiled: "I have nothing to say, that's all I should do."
"Don't worry about reporters, we won't step in. Say it yourself! " The secretary of Kancun Li in Dongxinglou Restaurant advised her.
"Our Dongxinglou Restaurant is a first-class restaurant that receives Chinese and foreign guests, and it is also the first of the' Eight Buildings' in Beijing. In the eyes of foreign guests, I am China; To outsiders, I am capital. The quality of our work is directly related to the honor of the motherland and the capital. " Speaking of which, she smiled again. However, when it comes to the honor of the motherland and the capital, her smile is no longer shy, but confident and proud.
One day, there was a private room on the second floor of Dongxing Building. The "Lady's Banquet" of the Japanese Embassy in China is about to begin-the wives of two diplomats will return to China with their husbands who have been transferred. Before leaving Beijing, they chose Dongxing Building to hold a farewell banquet, and almost all the wives of the embassy came.
As the saying goes, the life of three women, the Japanese lady at this table is very lively, laughing and noisy, and the gentle singing fills the whole room. Suddenly, a gentle mezzo-soprano inserted this dissonance: "Congratulations to the two ladies for coming back to China!" " "The words sound just fell and the flowers were delivered to two ladies-Xiao Yang appeared with a big smile.
What a vivid face it is and what a lovely smile it is! It reminds ladies of the Mona Lisa, Venus, the gently swaying acacia in Ueno Park in Tokyo, the breeze sweeping through the cornflower and dandelion on the slowly rolling grassland in Kanto, and a white cloud floating quietly over Hakone-CHO.
Miss Yang's dishes are also so suitable for ladies' tastes: crisp and tender, oily but not greasy, fragrant but not greasy. They ate like crazy.
When serving, Xiao Yang gave each of the two ladies a small gift on behalf of Dongxing Building: a jade dragon chopstick rack. Xiao Yang said, "The dragon symbolizes China. After returning home, you will think of China as soon as you see China! " All the Japanese guests present were moved by it. How can they forget the smiles of China and Miss Yang? This beautiful smile will accompany them to leave and nourish their dreams for a long time.
At first, Xiao Yang didn't look good when he smiled, and he couldn't laugh with such charm.
That time, when the host was away, she wanted to receive the foreign guests alone. She smiled nervously with a question mark, and the subtext was "Is the thrush deep?" A foreign guest said in English, "Please have some soy sauce." Xiao Yang doesn't know what to say. She guessed from the gesture of the foreign guest that he wanted seasoning. She took the vinegar, and the foreign guests shook their heads; MSG, salt and pepper were brought, but the foreign guests shook their heads, and then butter, soda and soy sauce were brought, which made the foreign guests very happy. He pointed to the soy sauce: "Yes!" The smile on Xiao Yang's face suddenly hid.
As soon as the party was over, she sat on the sofa and cried. Is injustice, shame, or what, she couldn't say for sure. But she is sure of one thing: in order to serve well, we must learn foreign languages well! She learns from her master at work, from her sister after work and listens to English radio. Gradually, a happy smile returned to her handsome face.
Once, a unit received an American guest in Dongxing Building. While serving wine, Xiao Yang found that a foreign guest had a hand disability. She always gives him vegetables first and peels apples for him. One of the dishes at this banquet is "crossing the bridge rice noodles" with Yunnan flavor. Xiao Yang told them the legend of "crossing the bridge rice noodle": "Once upon a time, there was a scholar who wanted to test his fame. In order to avoid the noise of the world, he hid in the back garden and concentrated on reading. The servant brought him meals every day. After eating this rice noodle, everything will be smooth and business will be prosperous! "
Wonderful stories, touching metaphors and blessings, coupled with Xiao Yang's touching smile, made American guests ecstatic. They took turns taking photos with Xiao Yang as a souvenir, and the guests with disabled hands even kissed Xiao Yang's hand excitedly: "Miss, you are the most attractive Ms. China I have ever seen!"
Some people say that the waiter in the restaurant is a thankless role. In the era of planned economy, no matter how well you do, guests will not give you any more money. If they are slightly dissatisfied, they will take it out on you. Such a thing has happened to Xiao Yang many times.
Once, a guest's soup was served late. He lost his temper and refused to listen to Xiao Yang's introduction. He shouted at her, "I don't want soup! You give me the opinion, I want to complain! " Looking up at Xiao Yang after writing, he froze: Xiao Yang was waiting for him with a smile. That smile contains deep apologies and affection. That smile is so light and soft, just like a clear spring, silently dissolving the resentment of the guests. The guests present couldn't help admiring: I didn't expect Xiao Yang's smile to turn an arms race into a friendship!
There is a poem circulating in the French service industry:
If you meet someone once in a while,
Didn't give you the smile you deserved,
Then give him your smile generously!
Because no one,
More than people who can't smile at others!
"Service Psychology" believes that the most effective way to let customers carry out activities in a positive emotional state is to serve with a smile. Smiling service has a positive effect on inducing customers' good mood. This is due to the expansion of emotions.
In recent years, smile service has aroused widespread concern in the world service industry and has become a marketing tool. In order to make China's service industry go global, we must learn and insist on using this world language-smile service.
Xiao Yang and I talked endlessly about the theoretical basis and significance of smile service. She always listens with interest with a smile, but sometimes that smile will pause for a while, and there may be a faint pain. I suddenly realized that maybe something made her lose it, or maybe something caused her unhappy memories. Because it is not easy to insist on smiling service. All kinds of interference from family, society, work unit and clients should be excluded. Murphy, her family.
Xiao Yang's tearful smile confirmed my fear-she said she was an incompetent mother and wife.
At the age of 25, she married Liu Jianmin, the chef of Cui Hua Building, and gave birth to her youngest daughter, Yan Yan, who was fostered in her grandmother's house.
Every day, she has to run a long way to see Yan Yan-although this is only a comfort and a spiritual debt-and when she walks into the room, the child has fallen asleep in her grandmother's arms. At seven o'clock every morning, she has to leave her children for work again. Day after day, year after year, she has been working 1 1 year without taking a day off.
She has little chance to meet her lover. They hardly had a rest that day. Both of them are strong enough to secretly pull out. She is party member, secretary of the Communist Youth League branch of Dongxinglou Restaurant, business leader and first-class waiter; My lover is the chef and senior chef of Cui Hua Lou Restaurant. Every public holiday, he will be invited by other units to give lectures. Such two career-oriented couples, do they have time to enjoy family happiness?
When passing by Beihai and Jingshan Park, they always stare at the footprints left by tourists with jealous eyes. How much they want to take a walk in the park with their families! However, what they and their children face is only endless guilt and regret.
On one occasion, Xiao Yang took time to buy an autumn dress and a pair of shoes for his daughter Yan Yan. Grandma was really distressed when she saw it: the autumn coat was 75 cm, which was worn by children aged five or six; Shoes 18. It was worn by four or five-year-old children, when Yan Yan was only two years old! Grandma complained to her daughter helplessly: "You don't care about children!"
Hey, Aunt Yang, don't blame your daughter for being cruel. How many times has she sublimated from self to selflessness and then to selflessness for her career?
Hey, Liu Jianmin, don't complain about your wife's ruthlessness, which makes you stay alone in bed every day and makes your feelings lack whispers and simple words. Her love for you is deep and concentrated, and only by creating the best service can she prove her love;
Hey, Xiaoyan, stop calling you "bad mother"! She loves you so much, but she can't just love you. She wants to divide your love into love for work, love for study, love for customers and love for the motherland. Really, Xiaoyan?
Speaking of which, Xiao Yang wiped her tears and walked to the mirror. She's going to work. The smile returned to her face.
Ah, Xiao Yang, your smile reminds me of a famous saying:
"For a nation, the richest, most boastful and most powerful thing should be her smile. Our people, our revolutionary cause, came with a smile and will certainly move forward with a smile! "
Decai Yang, an ordinary waitress, turned her persistent love for the motherland, people and career into the main theme of life with a smile.