海底捞英文简介.doc

Hai Di Lao Hotpot is a private company. Established in 1994, it has 71 chain stores in 15 cities in China and won a great number of awards. Talking about their core value "intention customer service", they fully devote themselves into serving the customers, spare no effort to satisfy the customers and put customers in the first place. To be concrete, they carry out the idea in the following steps.First of all, they tried to do a little bit better than others. In the food industry, the criteria of judging a restaurant is quite simple. Customers usually judge from 5 aspects: taste, price, location, environment and service. You know, Hai Di Lao Hotpot should be classified into Sichuan Hotpot which is very hot and spicy. But some customers don't get used to it. So they came up with various tastes. The price, Hai Di Lao Hotpot has a reasonable price: 70-80 yuan per person. Among the restaurants who has the same service level, it is the cheapest one; among the restaurants who has the same price level, it serves the best. Location is the predetermined aspect. It always choose the most convenient place for customers to come. The environment, every chain store tries to be gorgeous which to make customers feel more happy. Last and also the most important one, the service. Hai Di Lao is famous for its excellent service. There are big smiles on the staffs' faces which give the customers a good mood. Secondly, they try to distinguish themselves with others. How to be different? Do what others cannot do. In Hai Di Lao, the difference is the perfect service. What Hai Di Lao staffs do everyday is that they think what the customers think and do what customers want them to do. From the moment the customer go into the store, staffs start their service. They will ask you whether you have book a table and lead you to the waiting area. They will serve you free water, fruits, snacks and even cards to smooth the waiting time. You can also have a nail service or shoe shiner. When you about to order, they will remind you they have half dishes. While you eating, they will give you a mobile bag and apron to keep the phone and you tidy. Even you go to the wash room, they will serve you with open the tap and tooth brush. When you finish, they will serve you with fruits to cool you. And they always come up with some innovations at work, such as the phone bag and unique shelf to put the colander. Everything they do is to make the customers more comfortable and homelike.Thirdly, they try to provide personalized service. Every customer has different needs. Some are here for food, so the staff just need to ensure that they fully enjoyed their food; some are here for a date, so the staff will give them more space; some are here to treat the guests, so the staff will mind the words to make the guests feel good. I think serve the customer is the core value of every company in the service industry. But why Hai Di Lao is so special and others cannot copy it? That's because it has a special product- people, the staffs. In HDL, it not only the customers but also the staffs are the service objects of the company. Even though most of them are not well-educated and poor, the company serve them with a good environment and provide them with the chance to change their fate. The company feed them, teach them necessary skills, rent dormitory not basement for them to live. The company is just like a big family, they all brothers and sisters. Besides the basic living conditions and love, the company also give them trust and power when serving the customer that they even have the power to cancel the bill which is never seen in other stores. The company also do their utmost to build a fair and balanced competing environment for the staffs which will encourage them to work harder. What's more, the company also adopt the policy to take care of the staffs' family members, such as give parents a chance to go on a trip and children a chance to go to school, for example, the HDL university. I believe the way how HDL treat the staffs and how the staffs treat the real customers fully presents the company's core value, intention customer service and they all do carry it out with heart and soul. And I think that's why HDL is praised by so many people and that's why HDL is irreplaceable.