Recently, a controversial topic about Haidilao has been widely discussed on social media. A netizen posted on social platforms that he and his friends brought their cotton dolls to Haidilao to eat, but the waiter refused. They asked for a baby chair for the doll, hoping to celebrate the doll's birthday, but the waiter did not understand this. This incident quickly attracted public attention and heated discussion.
In response to this matter, Haidilao responded to the media and said that if customers have the need to celebrate or use baby chairs, they can order meals or ask after arriving at the store, and they will try their best to provide customers with a personalized service experience. However, many people are not satisfied with Haidilao's response, believing that there is a problem with its service attitude.
In this incident, although the author of the post highlighted the issue of service attitude, the focus was on the doll. Some consider such a request to be beyond the norm and that the waiter's refusal is understandable; Others believe that Haidilao, known for its service, should give more consideration to the needs and feelings of customers. This has led to a heated debate between the two views.
However, we need to be clear that putting keywords such as Haidilao, cotton dolls, and discrimination in the title has caused everyone's way of thinking to be biased and misinterpreted the incident. These discussions have been abstracted into a conflict between popular habits and niche hobbies, deviating from the essence of the problem—personalized service.
The consumer object of the catering industry is always the public, which determines that catering services need to be mainly for the majority of people. Therefore, there are certain limits to the so-called personalized service, which cannot be simply understood as responsive, nor can it meet all niche needs and preferences.
A healthy social environment requires tolerance. Tolerance is not one-way, and includes both the respect of the public for niche culture and niche lovers, and the understanding of popular concepts by niche culture lovers. This requires mutual respect, understanding and tolerance on both sides.
As Huang Zhi said in "Strange Words", many things are not superior, just left and right. What we need for different interests or habits is mutual respect, understanding and tolerance.
However, as Haidilao, they should be aware that in this incident, the focus was mistakenly placed on the doll, and the problem of service attitude was ignored. Whether it is out of the norm or not, as a catering brand known for its service, Haidilao should give more consideration to the needs and feelings of customers.
Personalized service is not responsive, but it should not simply be ignored by niche needs. In modern society, consumer needs are becoming more and more diverse, and personalized service has become an important factor in enhancing competitiveness. Through flexible service strategies and differentiated service experiences, enterprises can better meet the expectations of people with different needs.
For Haidilao, they should examine whether their service concepts and training mechanisms can adapt to the current diversified needs. Cultivate employees' service awareness and communication skills, so that they can better respond to the needs of various customers, maintain a good service attitude and professional standards.
In addition, as consumers, we also need to take a rational view of the scope and limits of personalized services. We cannot pursue individuality too much and impose our special needs on others at the expense of the common good and public order. While enjoying personalized services, we should also respect the rules and business methods of the enterprise.
In summary, Haidilao's refusal to give cotton dolls a birthday has sparked a discussion about personalized services. Personalized service is not responsive, but catering enterprises should pay more attention to customer needs and feelings to improve service quality and competitiveness. Consumers also need to treat personalized services rationally and respect the rules and business methods of enterprises. Only on the basis of mutual respect, understanding and tolerance can a healthy and harmonious social environment be established.