When Hai Di Lao Hot Pot restaurant opened in San Gabriel
Valley about one year ago, it stuck in a bottleneck with the unexpected distraction
of customers. Well-known for its effective service to customers in China, the
hot pot company is very popular and has more than 80 chain restaurants
domestically.
It seems that restaurants usually provide various and
individualized service to meet customers’ need, and as a result no standard
procedures are available to workers. However, the lean method generally used in
the hot pot company leads to the huge success in the catering business. Just
like the streamlined production, all the staff at companies is well trained
with the standard rules that includes very specific and detailed instructions
to regulate their behaviors. Under the circumstances, workers are clearly
instructed and use their time wisely dealing with multiple demands of
customers. They manage to reduce the waste of unnecessary service and maximize
their value to every customer.
I had a great experience at the hot pot restaurant in
Beijing. When I was waiting for seats with my friends, they offered free
services such as manicure and neck massage. Although it was an hour until we
reached the table to order, I was not impatient at all because time passed fast
as I was enjoying the services. If you are not interested in those services, you
can also enjoy some free fruits or drinks while playing chess with your
friends. When we were enjoying our meal, I asked for more soup for the hot pot,
a waiter reacted quickly and served another customer within a minute. After
finishing dinner, we also enjoyed the free photo printing service and left with
great satisfaction.
It’s obvious that the service is passed along effectively at
each step. Customers are treated with good services from the very beginning and
it reduces the unexpected waiting time. For the customers who are enjoying
their meal, it is easy to reach any waiters to satisfy their needs. And before
leaving, customers are continuously enjoying the free printing service, which
add more value to the service chain since customers definitely have a good
impression for the whole evening.
Although the lean method adopted in the hot pot restaurants
reach huge success in China, it seems that it doesn’t work in America due to
the culture difference. Since customers here consider massage and manicure
service not qualified in a restaurants and dislike the prompt reaction to
customers as waiters may stand close to tables and listen to private conversations.
Should the hot pot restaurant in the U.S. adopt the lean method as well to
improve the service? Since it is not a universal rule to follow, what efforts
should be made to increase the efficiency of the service?
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