Management also needs service thinking. If the service to employees is done well, employees will pass on the enterprise's value concept to customers through their own pleasure and service. "
Service is differentiation.
/kloc-entered the factory at the age of 0/8 and worked as an electric welder in a tractor factory. After working for several years, I felt bored, so I set up four tables on the street and began to sell mala Tang. This state lasted for two years. In March, 1994, the first hot pot city in Haidilao officially opened in Jianyang, Sichuan. My wife, my classmate and my classmate are the entrepreneurial team of Haidilao. At that time, I couldn't even fry, so I had to buy a book, holding it in my left hand and frying it in my right hand, so I learned while frying. It is conceivable that the hot pot made in this way tastes very ordinary. If I want to live, I can only have a good attitude. If the guests are not satisfied, I will leave quickly. Because of our good service attitude and fast serving, guests are willing to come and eat, and they will teach me how to do it if it is not done well. I found that quality service can make up for my lack of taste, so I worked harder to help my guests take care of their children, bags and shine shoes &; Whatever the guests need, I will meet them one by one without saying anything. After doing this for several years, Haidilao has become a household name in Jianyang.
I made hot pot by accident, but it was also wrong, because the quality of hot pot is not much different from other restaurants, so service is particularly easy to become a differentiated means of competition.
1999 I decided to take the brand "Haidilao" to other places. The first stop for Haidilao out of Jianyang was Xi 'an, because some people there were willing to cooperate with Haidilao. However, contrary to expectations, Haidilao suffered a loss in the first few months after arriving in Xi 'an, and was on the verge of losing all his money. At a critical juncture, I decisively asked my partners to withdraw their capital, and entrusted my right-hand man, Yang Xiaoli, with full responsibility to regain the core concept of fishing under the sea. Mdash& ampmdash Service is above everything else! In just two months, Xi 'an Haidilao Store miraculously turned a profit.
I am also very open-minded, and I have no fixed view on "catering service": what can and can't be done. As long as the customer needs it, we will do it.
The "hot pot takeaway" recently commented by netizens is one of the special services of Haidilao. The reason is that I mentioned at the meeting that online marketing is very popular now, so you can try it! In fact, this form began in 2003: under the influence of SARS, the catering industry fell into a trough, Haidilao was not spared, the turnover plummeted, and the hot pot restaurant that was once full became deserted.
As the manager of Xi 'an Store, Yang Xiaoli began to think about the countermeasures: if the guests don't want to eat in the store, they can deliver it to their doors. She immediately published a message in the newspaper about the take-away of Haidilao hot pot. Sending hot pot to the door is very fresh, and the ordering phone of Haidilao immediately keeps ringing. For the convenience of delivery, we replaced the traditional gas tank with a portable induction cooker, which delivered food the day before and retrieved the induction cooker the next day. I remember that this incident was also reported by Focus Interview as a major innovation in the catering industry during the SARS period.
Now Haidilao has opened branches in eight cities across the country: Shenyang, Tianjin, Beijing, Shanghai, Nanjing, Hangzhou, Xi and Zhengzhou. This is also the characteristic of chain catering industry: big cities can do well, small places can do well, and successful models can be directly copied.
Serve your employees well.
Many waiters in Haidilao are introduced by people: fellow villagers, friends, relatives and even family members &; The recruitment of hellip& amphellip is incredible to many people.
The catering industry is a labor-intensive industry. The customers who come to eat are people, and the employees who manage it are also people, so we must implement the people-oriented principle. I always believe that only when employees have a sense of identity and belonging to the enterprise will they really work happily and work hard, and then pass on the value concept of Haidilao through them. Everyone can work with relatives and friends, and naturally they are very happy. This happy mood is very infectious to the people around you.
The houses rented by Haidilao to employees are two or three bedrooms in regular communities, all of which are equipped with air conditioning; Considering that the long distance will affect the rest of employees, it is stipulated that walking from the community to the workplace should not exceed 20 minutes; Others are responsible for cleaning the staff and cleaning the sheets; The apartment is also equipped with an internet computer; If the employee is a husband and wife, consider housing allocation &; One shop in hellip& amphellip spends 500,000 RMB for staff accommodation alone.
In order to motivate employees' work enthusiasm, the company will send several hundred yuan to lobby managers, cadres above store managers and parents of outstanding employees every month. Most of these rural elderly people do not have old-age insurance, which is equivalent to giving them insurance. So they will repeatedly tell their children to do a good job in sea fishing.
In addition, we invested tens of millions to build a boarding school in Jianyang, Sichuan, so that employees' children can go to school for free. We have also set up a special fund to allocate 1 10,000 yuan every year to treat major diseases of employees and their immediate family members. Although this welfare and employee incentive system has greatly reduced the profit margin of Haidilao, I think the money is well spent.
The turnover rate of employees who join Haidilao will be higher in the first three months, because the business is too good and really tired, and it will decrease between three months and one year. It will be more stable after one year, and it will be very stable to be a store manager. The salary level of Haidilao employees is above the average in the industry, but there is a perfect promotion mechanism, which is the most attractive to them.
Most managers, including store managers and managers, are promoted from within. We will tell the new employees that as long as you work hard, we will definitely promote you. This is our promise.
In my opinion, everyone has ideals. Although most of them come from rural areas with low academic qualifications, they are also eager to get a promising job and hope to live comfortably and decently like urban residents. They are also willing to work hard to pursue their dreams and change their destiny with their hands. I want them to believe that the platform of Haidilao can help them realize this dream. As long as individuals are willing to work hard, education and background are not a problem. Today, the role model around them is their future.
There are only two indicators in our assessment of each store manager: one is customer satisfaction, and the other is the work enthusiasm of employees. As for the waiter, it is impossible to promise to satisfy all customers, as long as most customers are satisfied, that is enough. We will invite some mysterious guests to eat in the store and evaluate the waiters.
I saw some restaurant training waiters, smiling and showing eight teeth, training with chopsticks in their mouths. I said it wasn't a smile, it was worse than crying, and those stiff smiles weren't from the heart. Haidilao has never made such a rule. Passion+satisfaction = happiness. If both are satisfied, employees will naturally be happy and bring this emotion to work.
The composition of sea fishing
I advocate family management, but I don't advocate relaxing management. On the surface, the management of sea fishing is very irregular, but in fact it is very orderly.
We summarized the basic points of Haidilao: the strategic goal of Haidilao is clear &; Mdash& ampmdash Ensure customer satisfaction to achieve the purpose of brand building; Core idea &; Mdash& ampmdash Change your destiny with your hands; Personnel arrangement &; Mdash& ampmdash rotation, not a radish and a pit, so as to facilitate future promotion; Organizational structure &; Mdash& ampmdash Tilt as low as possible.
I am fully authorized financially and have no funds for my approval. The CFO is the last hurdle. It is my principle not to doubt people and not to use them. Haidilao spends one billion yuan every year. What is the average daily capital throughput? If I do everything by myself, I will be exhausted. In Haidilao Company, from management to ordinary employees, they all have more rights than ordinary restaurant employees: the vice president can sign for reimbursement of expenses below 2 million; Expenditure below 1 10,000 can be approved by the regional manager; For expenses below 300,000 yuan, the store managers of each branch can make decisions. Even ordinary front-line employees have certain rights: they can give away fruit bowls or snacks; If guests complain, they can also get a direct discount or even free of charge.
In management, no one reports directly to me. The company has set up a general manager's office meeting composed of seven department leaders, which is held once a month. I will attend it without special circumstances. We also have a rule: if any of these seven people want to leave, they will get a subsidy of 8 million yuan, which is exactly the cost of opening a new hot pot restaurant in Haidilao. Several members of the general manager's office now earn millions of dollars a year. They go out to work alone, and their ability is absolutely no problem. If they open their own hotpot restaurant, they will certainly earn more than one million yuan a year, but they are unwilling to leave. They think it's good to stay in Haidilao.
Three years ago, my brother came to me after changing jobs in the army and said he wanted to open his own restaurant. I asked him to work as a waiter in Haidilao. Three years later, he was promoted to be a member of the general manager's office by virtue of his own ability. Two months ago, he came to me and said that he decided to enjoy 8 million subsidies and leave Haidilao to start his own business. I support him.
I think the human resources department is the most important department and it is impossible to be independent. Leaders must be people with real power, even in name only. I am also the head of the human resources department of Haidilao Company. The leaders of several major departments are all deputy ministers, and the bosses of branches are also the heads of human resources departments in various places.
Store managers and managers often tell me: Are we developing too slowly? How many stores will we open next year? Who the hell is the boss? The emperor did not panic, and the eunuch did not panic. Every store in Haidilao will be staffed according to the actual demand of 1 10%, providing personnel protection for expansion. In order to ensure the continuity and consistency of service quality, each store must also ensure that about 30% of the old employees take the rear. Every time we open a new store, we must have qualified store managers, foremen and employees. If the staff is not in place, then we will stop the shop. Even if the new store has been renovated, we can't officially open until the relevant personnel pass the examination. This happened in Tianjin and Shanghai branches this year, which was a decision mistake, but no one will be responsible for it.
In fact, it is a very dangerous stage of Haidilao, which is expanding too fast. There is no good way to implement our corporate culture well through process, system and performance appraisal. At this stage, I will not pursue too fast development, nor will I do something that I think is unreasonable for the benefit. At present, the biggest challenge for Haidilao is to establish a standardized and streamlined management system to adapt to and ensure the development of enterprises.
Successful case analysis of management science 4 2010 On May 26, 2000, although it was necessary or accidental to change management. If the policies and guidelines formulated by managers are positive or recognized by members of the organization, this change will be stable and sustainable for a period of time. Change doesn't mean you have to do this today and that tomorrow, playing all kinds of tricks and tricks. If so, it will make all members unable to adapt and make members feel disgusted or other negative emotions. The original intention of the reform will change, and the expected effect and purpose will not be achieved. Today's inaction is not that managers do nothing, but that managers and employees * * * participate, * * * negotiate, * * * adopt the rules and regulations recognized by everyone, and then meticulously implement such rules and regulations. Managers authorize or adopt a laissez-faire management style to maintain the continuity and stability of policies. This is the advantage of doing nothing. Therefore, Han Feizi, a famous jurist in China's history, believes that the concept of rule of law and the philosophical system he advocated originated from Laozi and Zhuangzi's thought of governing by doing nothing. For example, if "governing by doing nothing" is the mother, then "ruling by law" is the son.
Laozi is from Qurenli, Chugu County. Real name is Li Er. He was a senior librarian in the storage room of the Zhou Dynasty. Because he is exposed to all kinds of books and loves learning, he is knowledgeable. Therefore, the career and background of great men are not the most important, but the spirit is the most worthy of respect by future generations. Great people in the world have many backgrounds and occupations that are not noble. But through their pursuit, stick to it Finally, it is revered and revered by the world and future generations. For example, the great leader Mao Zedong used to be a teacher. Jesus was once a carpenter. The French emperor Napoleon used to be a soldier. Former American President Lincoln used to be a lawyer. There are countless such examples, if any, just like the stars in the sky.
When Confucius worked for the Zhou Dynasty, he heard that old Gigi Lai was very knowledgeable, so he humbly asked Lao Zi for advice. Laozi said, "A son's bones are rotten, and his words speak for himself. A gentleman should drive at the right time, not when he is tired. I heard that Liang Jia is hiding in Xu Ruo. A gentleman is virtuous and his appearance is stupid. Get rid of children's arrogance and lust, attitude and lust are bad for children's health. That's why I sued my son, if it is. " Confucius later said to his students: "birds, I know they can fly;" Fish, I know it can swim; Beast, I know it can walk. Pedestrians can be useless, swimmers can be nylon, and fliers can be clumsy. As for dragon five, I don't know. He took advantage of the storm to go to heaven. I met Lao Tzu today, and he is still evil! "
After Confucius was taught by Laozi, he praised Laozi for his profound knowledge, like a dragon, which made me unable to understand him. Later, in the Three Kingdoms, Zhuge Liang was called "Wolong" by the world. At this time, people with real talent and learning are compared to dragons.
Laozi not only learned a lot of cultural knowledge, but also constantly improved his moral cultivation. After living in the Zhou dynasty for some years, he saw the decline and decline of the Zhou dynasty, but resigned from public office and left the Zhou dynasty. When we arrived at the pass, customs officer Yin also knew that Lao Tzu was very knowledgeable. So I said to Lao Tzu, "I'll hide and write me a book." Begging Lao Tzu to write a book to remember. Yin knows that Lao Tzu is going to live in seclusion, and he may never have a chance to see Lao Tzu again. I have no choice but to write the book Tao Te Ching. It is divided into two parts, the first part is Tao Jing, and the second part is Dejing. * * * has more than 5000 words. Then, he retired to the mountains, not knowing his whereabouts and residence.
Later, it was rumored that Lao Tzu lived to be 160 years old, and some people said that he lived to be over 200 years old. Some people think that this is why Laozi can live a long life by practicing Buddhism. After the death of Confucius in 192, the historian Zhou Taishi saw and said: "At the beginning, Qin and Zhou joined hands and left at the age of 500, and at the age of 70, the overlord came out." Or Lao Tzu, or not, the world doesn't know whether it's true or not. Laozi, a hermit. There are rumors that there is a Zhou Taishi who wrote the Tao Te Ching in Historical Records. However, these are all rumors, and there is no real historical data to prove them.
I got married and gave birth to a son named Li Zong, a general of Wei. Li Zong's son is Li Zhu. Li Zhu's son is Gong Li. Li's great-grandson is a fake. Li Fake worked under Emperor Xiaowen of the Western Han Dynasty. Li Jie, the son of Li Jue, was the teacher of Liu Shao, the king of Jiaoxi in the Han Dynasty. People who learn from Laozi lack Confucianism, and Confucianism also lacks Laozi. Is "sworn" evil? Li Er is self-righteous, quietly and self-correcting. Later, Confucianism and Taoism belittled each other. In fact, this is a typical case in which ancient scholars despised each other and schools suppressed them.
Laozi was a great philosopher and thinker in ancient China and the founder of Taoist school. Later, he was named "the old gentleman on the throne" by Emperor Wu of the Tang Dynasty, a world cultural celebrity and one of the top 100 historical celebrities in the world. He has the classic Tao Te Ching (also known as Laozi), the essence of which is a simple dialectical method and advocates inaction. His theory has a far-reaching impact on the development of China's philosophy. In Taoism, Laozi is regarded as the ancestor of Taoism.
Zhuangzi was a great thinker, philosopher and writer in the pre-Qin period. During the Warring States Period, Song Guomeng (now Mengcheng County, Anhui Province) was the main founder of Taoism. Together with Laozi, the ancestor of Taoism, it is called "Laozi", and its philosophical ideology is respected as "Laozi's philosophy" by the ideological and academic circles. Zhuangzi, as a representative fable, was named the South China Classic by Emperor Tang Ming, and he himself was also named the South China Real Person, which was interpreted by revered people in various versions, such as Wandering Away and The Theory of Everything. Zhuangzi advocated "harmony between man and nature" and "governing by doing nothing".
Zhuangzi was born in Mengcheng County, Song State. I used to be an ordinary civil servant, managing the paint garden. Living in poverty and hardship, but despising wealth, power and fame. He is also widely read and knowledgeable. But its philosophical system is rooted in Laozi's thought of Tao Te Ching. * * * Write more than 65438+ ten thousand words. I like to use fables to explain the truth. He wrote Fisherman, Stealing Feet, and Ghost House to despise Confucius' disciples and to show Lao Zi's skill. Fear of fatigue and weakness, and the prosperity of mulberry are all empty words without facts. However, goodness belongs to books, which means things, and plagiarism is used to peel off Confucianism and ink, although contemporary learning cannot forgive itself. His writing is self-indulgent to suit himself, so he can't use it from the princes.
He likes to slander Confucius' disciples and grandchildren. He likes to peel off Confucian ink. The purpose of doing this is to praise the philosophy of Zhuangzi and Zhuangzi. Therefore, the famous scholars and aristocratic officials of his time did not like and appreciate him. Chu Weiwang heard about Zhuangzi's name and knowledge, sent messengers to hire Zhuangzi to work for him with a high salary, and promised Zhuangzi to work for Chu. Zhuang Zhou smiled and said to the Chu envoy, "A thousand dollars is of great interest; Qing Xiang's status is also respected. I don't think the sacrifice in the suburbs is the only sacrifice. When I was a few years old, my clothes were embroidered with words for entering the temple. When it is, although you want to be a lonely dolphin, how can you get it? I am eager to go, it won't pollute me. I would rather hurry up in the game, get rid of those who have a country and be an official for life, so that I can be faster in my ambition. " It means: a thousand dollars is really a generous gift; Qing Xiang is indeed a lofty post. Haven't you ever seen a cow sacrifice to heaven and earth? Feed it for a few years, cover it with patterned silks and satins, and bring it into the ancestral temple as a sacrifice. At this time, even if it wants to be a lonely pig, can it be done? Please leave quickly and don't defile me. I would rather play happily in a small ditch than be bound by a monarch. I won't be an official all my life to make my heart happy.
Zhuangzi and middot Qiushui: Hui Shi is in Liang Dangcheng, and Zhuangzi wants to meet this good friend. Someone quickly reported to Keiko, "Zhuangzi has come to replace you." Keiko is scared and wants to stop Zhuangzi. He sent people to search the capital for three days and nights. Unexpectedly, Zhuangzi calmly visited him and said, "There is a bird named Guixiao in the south. Have you ever heard of it? The little hen spread her wings and stood up. Flying from the South China Sea to the North Sea is not a phoenix tree habitat, so it is not practical to eat; Don't drink unless it's sweet spring. At this time, an owl was eating a rotten mouse with relish, just as the little stork flew overhead. The owl quickly protected the rotten mouse and looked up at it: scared! Do you want to scare me with your Guo Liang now? " Lao Tzu and Zhuangzi both value official positions, and money is like shit. Its moral character, quality and personality are extraordinary, so it is no wonder that it is respected by future generations!
Modern thoughts of governing the country can also draw lessons from the thoughts of hundreds of schools, such as the Legalist school's "rule of law" and the Mohist school's "love without attacking". Taoism's "Governing by Doing Nothing"
As top managers, we can sum up the following experiences from the stories of Lao Zi and Zhuang Zi:
First, managers should learn to be flexible. A good method is flexible, and a bad method is inflexible. Because the method comes from the law of things, it is better to know the law than the method. Management is to analyze, summarize and master the laws of people and things in the environment, and then manage according to the laws, which will be like "an expert knows the cow", making people and things in management harmonious and orderly, and achieving ideal efficiency and effect.
Second, managers obey employees' ideas and let employees participate in every link of the enterprise. The less personal thoughts managers have, the more they follow the thoughts of employees, and the better they can manage enterprises. It is the transformation between "incurable" and "cured". Employees know that when enterprises become more and more profitable and better, their salaries, bonuses and various benefits will enable them to share the fruits of victory. Then, if they manage according to employees' ideas, employees will regard themselves as "masters", with strong enterprise dedication, enthusiasm and high loyalty. If enterprises don't know how to share, it will be counterproductive to follow the ideas of employees. Through reasonable sharing, managers will obey the employees' thoughts. Although subjectively, it is not for the purpose of obtaining benefits, objectively, it can achieve benefits better.
Third, managers should learn to keep a low profile. When managers manage enterprises and employees, the more they lower their posture, the more they will be respected and respected. It is the conversion of "down" and "up". The more senior managers are, the less they will be respected by employees, because there are psychological elements such as jealousy, vanity, self-esteem and respect. Generally speaking, the more respected employees are, the higher their job happiness and satisfaction will be. Enthusiasm for work has also increased. Fourth, managers should serve their employees well. I have emphasized in many articles that employees are the real wealth of enterprises and the most creative capital and resources. Is an internal customer of the enterprise. Managers should abandon the style of slave owners or bureaucrats in the past and serve their employees well. One thing to know is that according to the pyramid structure, customers are the spires, employees are the spires, and managers are the bottoms. If managers serve internal customers and employees well and make employees feel happy, they will bring this emotion to external customers and serve them better. These enterprises can get more profits and occupy more market share.
Fifth, enterprises should innovate independently. Enterprises can develop and innovate by their own personnel according to the market and environment, which can save a lot of development expenses for enterprises. Independent innovation can also hire professionals or companies as consultants.
& gt& gt& gt The next page analyzes more successful management cases.