Starting | A young poem by Wang (ID:ws 13 14780)
This is the seventh day of my shift.
The annual revenue of Haidilao is more than 100 billion, the annual net profit of a single store is 4 million, the turnover rate is 500%, and the turnover rate of employees is about 10% ... Why is Haidilao successful? What kind of power has created the legend of hot pot industry?
1
When it comes to Haidilao, everyone will think of their perfect service, which is close to cleanliness. Some people say that their service has reached the level of abnormal condition. In Haidilao, you eat not only hot pot, but also meticulous service.
I have been to Haidilao many times with my friends in Changsha, but I only stayed at the level of eating every time. I know little about the corporate culture and the secret of success of Haidilao, especially the recent successful listing of Haidilao, which has deepened my desire to explore Haidilao.
In order to dispel the doubts hidden in our hearts, as the organizing Committee, I started a unique National Day trip with a group of interesting souls, the China Youth Camp-Shenzhen Zhuhai Station.
2
Study tour, study tour, focus on learning. On the first day of the camp, we switched to "learning hegemony mode".
A group of 20 people came to Shenzhen, the gateway of reform and opening up, and arrived at the new store of Haidilao Hot Pot in Shenzhen on the afternoon of February 2, 20 18 at 3: 30. Like Changsha, there is always a long queue in front of Haidilao hot pot, and the number of calls has reached more than 300. Fortunately, I communicated with the store manager in advance to make an appointment, which saved the trouble of queuing, and we successfully entered the formal trip to Haidilao.
In fact, the service of Haidilao started when you came to the store. When waiting outside the store, you can enjoy tea, snacks, fruits and drinks for free. There is a waiter outside the door to prepare what you want. Maybe it's because there are so many people waiting in line that they may be full before eating hot pot.
When we entered the store, we really experienced the service of Haidilao from the perspective of a customer for the first time. From the I-ipaid who ordered food to the waitress who kept smiling, she enthusiastically handed towels and poured drinks, and intimately told the cooking time of various dishes. We personally enjoyed the star service of Haidilao.
three
After dinner, we began to visit the kitchen of Haidilao. In such a magical hotpot restaurant, we are not surprised to walk into the kitchen. When I came to the kitchen, I felt that kind of fast-paced pressure. Each one is like an arrow, which is on the string and ready to go.
The criterion of high standards and requirements in the kitchen proves that this is a unique hot pot restaurant. What impressed me the most was the slogan of "Eight Misconduct Standards" in the food delivery area, which reflected that Haidilao regards customers as God and fully considers customers.
I once worked as a chef and a food delivery clerk in a four-star hotel in Changsha. I thought the four-star level was very good, but I didn't know what the real service level and standard requirements were until I came to Haidilao to cook.
Although there are many written documents in four-star hotels, they are rarely implemented and implemented, and Haidilao is the requirement of maintaining this high level and high service all the time, which has to be admired.
After the visit, we went back to the place where we used to eat, listened carefully to the introduction of Haidilao's enterprise store in Wu Jingli, and learned about such a real Haidilao from the aspects of corporate culture, employee recruitment requirements, performance appraisal and promotion mechanism.
four
We fully understand such a real sea fishing, changing fate with both hands.
Since the establishment of 1994, Haidilao has always adhered to the core values of "changing one's own destiny with both hands", encouraging employees to grow and the company to make continuous progress.
On this basis, Haidilao has formed its own employment concept from five dimensions: personality, specialty, life, innovation and authorization. Fully support the development of talents, and don't take profit as a hero. Undoubtedly, the pursuit of profit is the core goal of enterprises in the market competition, but Wu Jingli shared with us that "customer satisfaction and employee efforts" are the assessment criteria for stores in Haidilao.
Profit is not an end, but a result.
five
When the manager talked about the secret of successful fishing, she said the following points.
This equality is divided into external and internal, external, Haidilao employees treat all kinds of guests equally, you will not get extra preferential treatment because you are an old guest, and you will not be left out because of new guests. In the concept of Haidilao, every table is not required to make money, but to be satisfied. This can best reflect the corporate culture and value orientation of Haidilao, and it is also an important factor in the accumulation of brand beauty of Haidilao. Word of mouth has become the most critical part of Haidilao's success. Haidilao will do whatever it takes, and even greatly increase the cost. This may be the ingenious decentralized advertising investment concept of Haidilao.
In addition to providing excellent external services, Haidilao also attaches great importance to internal staff, such as providing staff dormitories with computers and air conditioners, and even providing single rooms for couples. Haidilao also attaches great importance to the inheritance of "filial piety" and gives allowances and benefits to employees' parents every year. Haidilao regards decentralization and authorization as a symbol of trust, especially for ordinary employees. This behavior fully mobilized employees' sense of ownership and enthusiasm, let employees actively participate in store management, and actively serve and innovate for the enterprise.
"Haidilao has today, and every cadre has contributed and worked hard. So no matter what reason we leave, we should give others our share. The general manager will give 80,000 "dowry", the regional manager will give 200,000, and the regional manager will send a hot pot restaurant, almost 8 million. " Although this is just a statement at present, the gratitude shown in it is also the embodiment of corporate values, which will greatly touch employees. Other management performance is to give employees better welfare, better accommodation and better personal development space.
six
In the on-site questioning session, we put forward a lot of targeted questions, and the store manager helped us solve them one by one.
For example, will the high-pressure service personnel in Haidilao complain? How to solve it?
For example, what about the promotion mechanism and welfare of Haidilao?
For example, what is the characteristic employee culture of Haidilao?
...
When it comes to the salary and application requirements of Haidilao, many of us are moved, saying that we will apply for Haidilao if our majors don't get along in the future.
360 lines, each line is the best. The phenomenon of occupational discrimination in the past is not so serious now, but there are always some people in society who look at other jobs with colored eyes. At present, the monthly salary of an ordinary sea fishing attendant is 6000 yuan, which is lower than the general salary (not counting various benefits). When the store manager earns a million dollars a year, people have to re-examine every job in every line.
When we truly talked with the manager of Haidilao, the five-year growth path from waiter to manager, we described a Haidilao person's love for this job, his persistence in personal ideals and his gratitude for the platform.
As a college student, it is really good for us to get involved in various industries in advance. We use this personal knowledge to study related industries and lay the foundation for finding a job after graduation.
Just like Haidilao's corporate culture: "Change fate with both hands", as a contemporary college student, we should cultivate the spirit of being pragmatic and enterprising. We shouldn't think too much and do too little. We should look up at the starry sky, keep our feet on the ground and take every step of the moment.
Go out, see the world, find the gap and be yourself.
I hope each of us can grow up to be the real person we like.