On October 15, a consumer posted on social media that he wanted to celebrate his birthday for his puppet "cotton doll" in Haidilao, but was turned away by Haidilao staff.
According to the content posted by the user, the cotton doll only ate in Haidilao on the 15th, hoping to give the cotton doll a birthday, but suffered from the experience of "uncomfortable" service, such as the user asking the cotton doll to sit in the baby chair is not understandable to the staff, the store missed the food The user repeatedly urged but until the end of the meal, the clerk refused to give the cotton doll's birthday, see if the netizens left did not receive gifts, and so on.
According to the consumer's description, they asked the waiter of Haidilao if they could give the cotton doll a birthday, and the waiter replied "no", and before that, the consumer learned on social media that some consumers took the cotton doll to Haidilao for their birthday, and it was very hot. The reporter noticed that some consumers did post on the Internet about taking puppets to Haidilao to eat, including taking photos of cotton dolls sitting on Haidilao baby chairs and photos of cotton dolls celebrating their birthdays in Haidilao.
In addition to being able to celebrate the birthday of the cotton doll, the consumer questioned Haidilao's service attitude in the post, saying that when he arrived at the Haidilao store, no waiter came forward to welcome him, and found that the dishes were missing but kept making up until they were finished, and other customers ate Haidilao's snacks when they were not.
In response to the controversy that the puppet's birthday cannot be brought on, on October 16, the relevant person in charge of Haidilao responded in an interview with Nanduwan Financial News reporter, saying, "If customers need to celebrate or use baby chairs, they can propose to us after ordering food or coming to the store, and we will do our best to provide customers with a personalized service experience." In response to the customer's service attitude, Haidilao has not yet responded.
This matter has caused heated discussions on the Internet, and some consumers have expressed their understanding that Haidilao does not celebrate the birthday of cotton dolls, but Haidilao can respond more clearly, lest someone have to respond again when they want to celebrate the birthday of cats and dogs in the future. Some consumers believe that Haidilao should not avoid the important and light, "some stores in Haidilao just have a bad attitude".
One of Haidilao's core competencies is its unique service culture and philosophy. With its "warm, cordial and thoughtful" service, it has won the love and loyalty of countless customers. However, with the increase in the number of stores, Haidilao's service level has decreased significantly. On the one hand, due to the rapid expansion of stores, Haidilao does not have enough time and resources to train and evaluate new employees, resulting in uneven staff quality, and some employees even lack basic courtesy and professionalism.
On the other hand, due to the increasing pressure on store operations, Haidilao has had to take some measures to improve efficiency and reduce costs, such as limiting meal time, reducing service items, and increasing the frequency of disinfection. While these measures are beneficial to ensuring the health and safety of customers and employees, they also reduce the dining experience and satisfaction of customers.
Involution service means that in order to attract and retain customers, Haidilao continues to add content and items to its services, and provides various free or low-cost additional services, such as free snacks, drinks, fruits, desserts, nail art, etc. Massage, entertainment facilities, etc., although these services seem to bring more value and experience to customers, but in fact bring more cost and pressure to Haidilao.
On the one hand, the continuous roll service increases the operating costs of Haidilao. These additional services require Haidilao to invest more manpower, material and financial resources to ensure them. For example, in order to provide free snacks, drinks, fruits, desserts, etc., Haidilao needs to purchase more ingredients and utensils, which increases procurement costs and inventory costs; In order to provide free nail art, massage, entertainment facilities, etc., Haidilao needs to hire more professionals and purchase more equipment, which increases labor costs and equipment costs. These costs will ultimately be reflected in Haidilao's profit margins.
On the other hand, the involution service has increased the service pressure on Haidilao. These additional services require more time and effort to be provided by Haidilao's employees, and these can be used to improve the quality and efficiency of core services. For example, in order to provide customers with free manicures, massages, entertainment facilities, etc., Haidilao employees may not have enough time to clean tables, change ingredients, maintain hygiene, etc. in a timely manner. This may lead to omissions and errors in Haidilao's core services, affecting customer satisfaction.
Some people think that Haidilao does not discriminate against people with dolls, because the waiter may only encounter this situation for the first time and does not know how to respond. At the same time, many believe that Haidilao's service does have problems and needs to be improved. This incident has aroused the attention of netizens to the demand for personalized services. In today's society, more and more people pay attention to personalized experiences and feelings. Consumers believe that Haidilao, as a well-known brand, should provide a better service experience. If the waiter cannot understand and meet the personalized needs of consumers, it will leave a bad impression on consumers.
For the holders of cotton dolls, what they may need more is a sense of understanding and identity. These dolls may have special meaning for them. For example, someone may think that they are relatives, friends, or their own children. Therefore, they hope to enjoy the same respect and service experience as other consumers in Haidilao.
As a service enterprise, Haidilao provides not only food, but more importantly, services. If Haidilao is unable to provide the services consumers expect, it will have a negative impact on the brand image. Therefore, Haidilao needs to reflect and improve this event in order to better meet the personalized needs of consumers.