Why is Haidilao everywhere and so popular now? You will definitely say, good service. Yes, because there are many consumers who often have to wait in line, the restaurant provides free manicures, hand guards, free drinks, snacks and fruits for the waiting customers. There are also chess and cards that can be played on the table. The waiters come from all corners of the country and can find fellow villagers to serve. They are very enthusiastic. The service is very thoughtful, even in the bathroom, there will be someone to serve. When you wash your hands in cold weather, the water in the bathroom is still warm. I have to say the service is very thoughtful.

It is not difficult to see from here that the core of Haidilao is word of mouth, and the core of word of mouth is exceeding expectations. For Haidilao, word of mouth is always strong, and others. In any case, you should put word of mouth first, because word of mouth determines your quality. Haidilao is famous for its active service. What is active service? Most catering enterprises, when training employees, still stay in the stage of shouting slogans, such as asking employees to sing at regular meetings every day, or shouting slogans such as warm service, smiling service and guests are God.

However, Haidilao has obviously gone beyond this level and gone deep into the implementation level. Active service is to serve before the guests ask. In reality, most restaurant services are provided after the guests explicitly request them. As long as you can provide services to the guests before they ask, it is a very active service for the guests' intuitive feelings.

Usually, when we go to a restaurant with a good business, the greeter who is in charge of queuing at the door will wait for the guests to ask, even if it is idle. We should take the initiative to ask how many tables are waiting in line and how long it will take to get the information. They may be too busy to take care of them, always giving consumers the illusion that they are begging for food from them. Most restaurants with good business have this problem.

How to do Haidilao? Their employees don't wait for the guests to ask, but take the initiative to ask the guests. For example, as long as the guests are coming to their own side and haven't waited for the guests to walk in, they will take the initiative to meet them, ask a few people, and then tell them whether they need to queue up at present, how many tables they have reached, the time they probably need to wait, and whether they are willing to wait here. In order to let the waiting guests stay and not leave because they have to wait too long, Haidilao provides many other services in the waiting area.

Such as manicure, shoeshine, providing snacks and drinks, etc. But in fact, they have made the guests feel active before waiting in line to sit down, instead of being polite and superficial like the traditional welcoming staff waiting in line in the restaurant. Under normal circumstances, after the guests sit down, they often ask the waiter to take the menu, especially those restaurants with good business and busy employees. There may be a situation where a guest sits down for a few minutes and no one cares. But this will not happen in Haidilao.

The success of Haidilao is more than just service.

When it comes to the advantages of Haidilao, most people think of service. But in fact, Haidilao's good reputation lies in its crisis public relations ability. Haidilao is not perfect. Haidilao will have all kinds of problems. However, every time Haidilao has a crisis, it is solved by his excellent public relations ability. Haidilao's public relations does not have the same problems as other public relations, such as breaking the pot, withdrawing hot search and suppressing public opinion.

Many companies' apology letters just don't feel sorry, let alone sincere. What you feel most is injustice, as if he were the victim. At the same time, some people say that Haidilao has no public relations. Because Haidilao is just doing everything that a brand and enterprise that is found to have problems should do, this is not public relations, this is what a brand should do. Apologize if there is a problem, and take the initiative to solve the problem, instead of hiding it.

Just like a person, he stepped on your foot, he quickly said sorry, I didn't mean to, and then the other person's anger subsided and there was no fight. Can you say that this person is doing "crisis management"? I said he didn't. According to his own nature, he said he was sorry because he felt he should say he was sorry. If you are still thinking about how to recover the losses when something happens to the enterprise, you are confused by the skills and methods. A brand has to bear its own losses. The more you follow the idea of solving problems, the less you need so-called public relations.

Any brand may have an accident, and there is no brand that does not have an accident. It seems that the public relations of Haidilao are all set off by peers. After being exposed, most enterprises do not apologize, accept punishment and put forward improvement plans according to common sense and normal attitude, but think about how to delete posts, cover up facts, how to deal with public emotions and so on. Even if you apologize, you are secretive, vague and evasive. This is not normal, and normal enterprises will not do this.