F&B Operations-Interested Topic: Outstanding customer service in Mainland China

HaiDiLao Hot-Pot is a well-known chain-store in Mainland China because of its outstanding customer service. The first time I went to visit the store which is located in Shenzhen. From my perceived experience of having meal in China, the environment may have a little bit messy. As you can see, However, the environment is a quite tidy and spacious. The decoration and atmosphere also make customers feel grand. 

One of the selling points of this restaurant is outstanding customer service. For example, the server would act the greeting when the customer enters the store. They perform to be courteous and to keep smile of the time that make customer feel being respected. Server may ask customer whether it is the first time to visit the restaurant and then may give some suggestive selling. The restaurant has offered the free salad bar and seasoning for customers to take the favour they want. To raise the customers satisfaction, server would first deliver some fruit for them.

The restaurant has been using the electronic device to replace the food order sheet when customers issue the order. Customers only need to tick the food item on screen and then click the confirm button to complete the order submittion.

The benefit I can see is more environmental friendly because of saving paper. In addition, using electronic device could avoid the chance of order missing and become more dependable since it can guarantee that there is no wrong charge to customers and the order record would be saved for each submittion. It is useful to smooth the service process and finally earn the reputation from customers. One more interesting thing is that there would be a special staff to act a performance with some dance when customers order a Chinese noodle.

Honestly speaking, this restaurant is performed quite well no matter on the tangible and intangible manner. However, the number of food items offered by the restaurant are not enough. It is better to offer a variety of food to fulfill the need of customers.

Reference: http://www.haidilao.com/index.html