[Reading Reflection #2] Hai Dilao- service

When people talk about Hot pot, we may think of the copper hot pot in Beijing, trellis hot pot in Chongqing or Sukiyaki with in Japan. It was the Spring Festival last week, Chinese overseas students are all buying food materials to prepare for the hot pot with their friends when they are ready for the new year. In recent years, a Chinese hotpot restaurant named "Hai Dilao" has been developing rapidly in China. From 2008 to 2012, it won the "popular 10 best hotpot shop" for 5 consecutive years. Meanwhile, it won the honorary title of "top 100 restaurants in China" for 5 consecutive years. http://www.haidilao.com/

If you walk on the street in Beijing, you see a lot of people standing in line at the door of a hot pot shop, and the store must be Hai Dilao. For Chinese people who like to eat hot pot, people are willing to queue up for two hours in the winter night for the HaiDilao. The reason why HaiDilao is so famous is that it has a unique service through its customers' messages. “startinga conversation with your consumers and using your skills to understand andexploit their knowledge.” (Li, 194)

The unique service details of the HaiDilao have made the consumer feel happy. In the summer of 2001, Zhang Yong, the founder of HaiDilao, created a customer forum entitled "as a consumer, the discontent of Hai Dilao service".

In a month the forum created, Haidilao received more than 3000 comments, the marketing department staff one by one screening, finally they picked 20 messages, and the messages released to the forum again, let the people vote, the highest five messages votes will be implementation of the service.

Hai Dilao be vote every year, looking for good service ideas from the customer's message and putting it into practice. Here are some of the classic services.

1. Forum message: the table is very large, I feel lonely when I eat the hot pot.

    The solution: the companion of a doll. The waiter will put the doll on the oppositeside of you and let it eat with you, so you won't be alone.

 2. Forum message: the vegetables you want to eat are not in the menu.

Solution: you can bring your own dishes. You can give the vegetables from home to the waiters, they will help you to wash the vegetables and pack (free service).

3. Forum message: the queue time is too long.          

The solution: the queuing guests can have free nail care. This solution can attract most female consumers, not only to let the guests spend the time of the queue happily, but also to avoid the loss of customers.

The unique service model of Hai Dilao not only attracts customers, but also enables customers to spread information.  Like what the <groundswell> said: “In a world where banks are pretty muchalike, it would be demonstrably more responsive.”

Hai Dilao can communicate with customers through the forum, so that customers can voluntarily put forward the problems encountered during the meal process, and implement the solution to the service through the way of open ballot. As a service industry, we must always understand that the customer is the main character. The success or failure of a company depends not only on the ability of the staff, but also on the customer's evaluation.