I'm reading this management book recently, which is called "What's the Foundation of Haidilao". Although I haven't finished reading it, I have benefited a lot.

Although Haidilao is a hot pot restaurant, its core is not catering, but service. Haidilao adheres to the business philosophy of "service first, customer first", breaks the routine and achieves the ultimate humanized and personalized service. Many people say that "the service of Haidilao is too good to be embarrassed" and "the service of Haidilao is simply abnormal".

Haidilao treats customers as if they were their own relatives. A customer sneezed and the waiter told the kitchen to make a bowl of ginger soup. Send chewing gum immediately after meals; Change the towel every fifteen minutes; The bathroom has a full set of cosmetics, and there is a mother-infant organizer in the corner of the bathroom; …

It is with this "abnormal service" that Haidilao has won a batch of old customers, attracting countless new customers with the magical "word of mouth" that people would rather queue in Haidilao than choose the next one.

Haidilao treats employees and their relatives as considerate as himself. It specializes in renting high-end residential quarters for employees, hiring aunts from boarding houses to cook for employees and eat supper. It sends hundreds of dollars to employees' homes every month. The completion of "Haidilao Hope Primary School" makes employees feel grateful. This is far more than that. Words can never complete its magic.

It is not easy for an enterprise to do this. Its strength, service, care for employees and responsibility for customers are all comprehensive and meticulous and admirable. How can such an enterprise not be prosperous, how can the employees here not be grateful, how can such a boss not be moved, and how can Haidilao not become an industry model? Haidilao has won high praise from customers, employees, employees' families and even people all over the world for its excellent service. Only by doing this can enterprises flourish!

(2)

After reading the book "What's the Basis of Fishing in the Sea", I just want to pick out the places where I see more * * * sounds in the book and tell me what I think when I read this article.

1, find out what kind of people the enterprise should serve, that is, there are very clear service groups.

2. Myths are created slowly, and different products and ideas are introduced in different periods to cater to the times of each period.

While making products, we must stick to the moral bottom line, not only for the quality of products, but also for the reputation of enterprises and their own safety.

4. "Many people are trying to understand the secret of Haidilao's success, but when we put too much energy on the first-line service, we ignore that the first-line service is the result of strategic choice. Haidilao has invested a lot of money in the planning and construction of the distribution center, aiming at improving the operating efficiency of each branch restaurant. The productivity of employees directly determines the value they provide to customers, thus affecting customer satisfaction and loyalty. Professional back-office support minimizes the workload of the store kitchen, which not only maximizes the actual business area, but also ensures that enough staff energy is devoted to the work of directly serving customers. " While demanding front-line employees, their own enterprises must do their best to provide the most efficient service equipment.

5. Ideals and goals are very important. "Employees are more important than customers" is not just the concept of Haidilao. It is impossible for a mobile enterprise to develop greatly. The old employees have absorbed and recognized the culture, ideas and purposes of the enterprise, which laid the foundation for our development, which is why the old employees of the enterprise are treasures. People are the cornerstone of Haidilao business.

6. Pass on the cultural purpose of the enterprise to employees and persevere.

7. The professor of management concluded that the top management of excellent service companies regards front-line employees and customers as the center of attention; The top management of second-rate service companies often take making profit targets and seizing market share as their creed. Zhang Yong, who firmly believes that customer loyalty is the source of profit, is almost the perfect interpretation of the first type of supervisor. All his management thoughts actually come from simple observation and thinking in daily life and management. Daily life is a platform to create opportunities for yourself. We should grasp every bit of life to observe and think, so that we can make progress and enterprises can develop.

8. Pay attention to the management team, and more people are needed to make suggestions.

9. Good service and good employees grow and experience in failure, and good products are also summed up in tempering.

10, a smart manager can make employees' brains work for him. When an employee not only mechanically carries out the orders of his superiors, he is a manager. According to this definition, Haidilao is a huge company composed of managers. So his strength, his morale and his fighting spirit are strong.

1 1. How to have high employee loyalty and employee innovation? How to make full use of employees' brains instead of just their hands to work for the enterprise? How to make employees conquer customers' hearts wholeheartedly? This is a problem that every enterprise always needs to solve.

12. Why should we conquer the hearts of customers and employees first? There is also a key discipline that really stimulates the enthusiasm of the front line: maintaining the consistency between performance evaluation and customer needs. Many companies talk about "customer needs", and one company even slogan: customer, you are the president. However, many companies and people say that performance evaluation cannot be consistent with customer needs.

15, whether it is a setback depends on the entrepreneur's mentality. Different people have different reactions to the same thing. Mentality is very important, look at everyone.

16, people are creative and have judgment, and they all need a series of "mental activities" such as creating, judging and contributing value to achieve self-satisfaction, but at the same time, people are unstable, fickle and prone to emotions, so they need to use a kind of "no"

What has changed and stabilized is the company's system to guide and manage.

17. How do employees make Haidilao a home? The answer is simple: treat employees as family. This is the genius of employing people in Haidilao. Haidilao spared no expense to create a home-like place for the staff dormitory. Can it not buy people's hearts? The winning rule of Haidilao is: treat employees as family members, and employees return with "heart" to serve every customer well.

18. A smart manager can make employees' brains work for him. When an employee not only mechanically carries out the orders of his superiors, he is a manager.

19, grasping the big and letting go of the small is always the wisdom of management.

20. Cultivate people from details. I believe many companies can realize the importance of cultivating talents, but how to cultivate them? In most enterprises, it is an unknown number. Haidilao tells us to cultivate people from the details and infiltrate the culture and ideas in the enterprise into every detail.