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http://www.haidilao.com/

Haidilao Hot pot, the best, and the most ridiculous hotpot company in China, founded in 1994, has expanded as a company with over 50 restaurants, over 10 thousand stuff and it gained over 15 hundred millions revenue in 2010. It is so popular among Chinese not because the food it serves, instead, the ridiculous high-quality customer service raised Haidilao to the teeth of the storm.

Depends on the culture difference, In China, the status differentiate is very valued among people. Especially in food and restaurant service industry. But haidilao started a revolution against the classic customer service standard of restaurants which is unitary. And, Haidilao’s motto is “service first, customers first.” Once seated, diners receive lavish attention. Hot towels, replenished four to six times, make regular appearances from beginning to end of the meal. (It may not be environmentally friendly, but it’s certainly luxurious). Bottomless drinks – choose from herbal tea, lemon water and hot soy milk – are offered at only three yuan per person.

The thing is uncountable information of Haidilao abruptly appear among the internet in China, started with a food miscoblog post named “Human beings can already do nothing to prevent Haidilao”, the post saying that “I was quarreling with my friend and the waiter suddenly passed a hand-writing letter and bunch of flowers trying to stop us. Ah! I was so moved!! where to find a understanding restaurant like Haidilao!!”.From then on, people online started to post their eating experience in Haidilao and wrote it as the same style as the one above, known as “Haidilao writing style”. The most ridiculous one is someone received a new ipod from the restaurant after sadly complained about the lost of his old ipod during the eating in Haidilao.

As the chairman Yong Zhang said in a management reference”We didn’t do anything, most our stuff are poor people with low education, So I don’t want to set up a working standard for them, I just treat them as normal people.” This is the special manage method Yong used to develop Haidilao. This brings a sense of family and belonging for the stuff, so they love their job and results in the best service that they give out. On the other hand, there is a special selection system, every leader of different department all should start their career from the beginning, a waiter. Yong said that this is the only way to let those people exactly know customer’s need. I think the division of labor of a restaurant is just as the context I learned in my OB class. It has a extremely compact practice step, and a highly-standard dispatching center. All the factors contribute success of Haidilao. And in my opinion, the most necessary one is that the company sets up a perfect operating system, and then put everyone in his/her specific position, admit their specific ability and release the power to each person, as long as u r not over the principle. like Lao Zi’s Political Ideology of “Govern by Doing Nothing that Goes Against Nature”, used as a enterprise management mode nowadays.