Hai Di Lao Huo Guo, or Hai Di Lao Hot Pot (海底捞火锅), is a chain of hot pot restaurants founded in Sichuan Province, China. Established in 1994. it has 75 chain stores in 16 cities in China and won a great number of awards. Their core value which is “intention customer service”- meaning they fully devote themselves into serving the customers, spare no effort to satisfy the customers and put customers in the first place.
WHAT DO YOU THINK OF THE HAIDILAO "EXCEPTIONAL SERVICE THAT GOES BEYOND EXCEPTION"?
The first one: effective internal management.
1. Perfect its security system and incentive system which benefit its employees
2. Create a fair working environment for employees
3. Adopt the humanistic and family management mode
The second one: effective external management
•1. Adhere to the idea of “Service first, customer first”.
•2. Provide personalized and unique service
•Here are some examples. From the moment the customers go into the store, staffs start their service. They will ask you whether you have booked a table and lead you to the waiting area. They will serve you free drinks, fruits, snacks and even cards to smooth the waiting time. You can also have a nail service or shoe shiner while waiting. When you are about to order, they will remind you that they serve half dishes. While you are eating, they will give you a mobile bag and apron to keep the phone tidy, etc.
WHAT DO YOU THINK OF THE CORPORATE VALUES OF HAIDILAO:" USE YOUR HANDS TO MAKE A DIFFERENCE AND TREATING YOUR EMPLOYEES LIKE YOUR FAMILY"?
-Hands change destiny, it is not only about improving life quality, but also changing of their value and thought process. It is not only about seeking for our position in the society but also helping others change their life by our effort.
-Even though most of the employees are not well-educated, the company serves them with a good environment and provides them with the chance to change their fate. The company is just like a family, they are all brothers and sisters. Besides the basic living conditions and love, the company also gives them power when serving the customers that they even have the power to cancel the bill which is never seen in other stores.
Therefore, employees of Haidilao have committed to provide equitable working environment, descent promotion method sand professional training system, to become a predictive and effective platform for our employees to achieve their values.
HOW HAIDILAO TREATS ITS EMPLOYEES?
Job design
•1、 They adopt a job rotation system.
•2、Authorization: first-line attendants have the right to give a discount to customers, change their orders or even get them free of charge. And Haidilao also makes business cards for outstanding employees.
•Pay level:
•Compared to other service industry, HaiDilao adopts payment leading strategy. The overall level of its staff’s income is ten or twenty percents higher than that in the same industry, which is not only a great attraction to the elite from outside, but also a good way to retain present excellent employees.
Performance appraisal
•Positive motivation and reward are given priority to, while negative incentives and punishment are complementary.
•Appraisal: behavior-based appraisal. The appraisal is based on the supervisors’ recording of the staff’s daily performances, including customers’ reviews, colleagues’ appraisal and supervisors’ evaluation. However, besides above requirements apply to the staff above shop managers, creativeness, employees’ passion, customer satisfaction and the training of reserve cadres are other important contents of appraisal.
•Appraisal: behavior-based appraisal. The appraisal is based on the supervisors’ recording of the staff’s daily performances, including customers’ reviews, colleagues’ appraisal and supervisors’ evaluation. However, besides above requirements apply to the staff above shop managers, creativeness, employees’ passion, customer satisfaction and the training of reserve cadres are other important contents of appraisal.
•Reward: choose advanced employees monthly and give out money award. Choose pacesetter, advanced employee and outstanding employee through public appraisal regularly.
•Punishment: the employees will be circularized a criticism if making mistakes. But once they refuse to mend their ways after repeated education or continue erring, they will be required to turn over a certain amount of symbolic fine, which will be returned with interest if they make much better performances later.
Summary
•In Haidilao, not only the customers but also the staffs are the service objects of the company. Even though most of them are not well-educated, the company serves them with a good environment and provides them with the chance to change their fate. The company is just like a family, they are all brothers and sisters. Haidilao trust their employees, create a fair working environment for them, perfect the security system and incentive system and treasure every employee.
•The company also does their utmost to build a fair and balanced competing environment for the staff which will encourage them to work harder. We believe the way how Haidilao treats the staff and how the staff treat the real customers fully presents the company’s core value-- intention customer service which is sticking to the principle that “Service first, customer first”. They all do carry out with heart and soul. Besides, they have a lot of free things to be given to customers, making customers feel that it is heavenly. And we think that’s why Haodilao is praised by so many people and that’s why Haidilao is irreplaceable. We are all fortunate and glad to be able to eat there during our China trip.
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