On the eve of the National Day, Haidilao was listed in Hong Kong. Its market value once exceeded 100 billion Hong Kong dollars. It can be said to be the flagship brand in China’s catering industry!
And one of its special skills is to provide services that are so perverted that they are “toxic”! On the Internet All kinds of jokes between Haidilao and diners are flying all the time, making you dumbfounded:
Looking at the country, Haidilao is already an invincible existence. However, in Japan, there is no room for Haidilao to gain a foothold, because Japanese catering services can be even more "abnormal" and more extreme!
For example, there is a Western restaurant named Casita located in Shibuya District, Tokyo.
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Casita has never advertised since it opened in 2001;
has a great reputation and is packed with customers every day.
often needs to be booked one month in advance.
Many customers who came into the store said that they were "moved to tears by Casita"! I won't go into detail about the delicious taste, but the key is that their service is truly "terrifying".
What is the first element of service? Respect!
If you and your best friend enter the store for the first time,
you haven’t started ordering yet,
you will be pleasantly surprised to find:
your names are actually printed on the napkin!
This This little romance can easily make all the girls overjoyed and moved!
After finishing the meal and paying the order,
usually the store owner will at most smile and say
"Welcome to visit next time."
And Casita's waiters will send customers to the outside of the store,
and put on coats for ladies in a gentlemanly manner!
Whenever it's cold, the store will
prepare "warm babies" for female compatriots in advance without leaving any trace,
write another sentence If you are grateful, your stomach, hands, and heart will feel warmer!
These are just the tip of the iceberg of Casita's ultimate service, but the response is how a service-oriented enterprise can create value for customers from the details.
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Casita’s business philosophy and system are their core competitiveness.
If you want to call to reserve a table,
then you need to chat with the receptionist for a few minutes.
Their beautiful receptionist asked questions
"Even the police are ashamed",
the customer's basic information, hobbies, why they booked,
even pets, travel, eating habits and other aspects,
everything was detailed. They are all covered
. In less than 8 years, it has accumulated information of 150,000+ customers.
Casita only operates for dinner, but their work starts early.
Every day at 2 o'clock in the afternoon,
the manager will convene everyone
to share information about the customers who come to the store that day.
Division of labor and cooperation,
arrangement in advance,
The purpose is to satisfy every customer.
This battle is like a "pre-war meeting". Every member of
is very serious and often takes notes.
In my impression, as long as the restaurant waiters have a good attitude,
it is enough that they can order, serve, and clean;
But the waiters at Casita actually need to be able to sew!
The napkins with the customers' names sewn on them are all made by them themselves!
Of course, some customers also pointed out that
Casita's service is too enthusiastic and
makes people uncomfortable.
The store manager explained the reason why
Casita insists on the ultimate service.
He hopes customers
"If you have an important dinner, you must go to Casita!"
To put it bluntly, CASITA positions itself as "designed for important dinners for customers." , the slogan can be "casita is the first choice for important dinners".
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For such an important matter, many men choose to propose at Casita! For example, 41-year-old Uncle Kiyama, with the help of all the members of Casita, completed a romantic and touching proposal, and finally won the beautiful woman in his arms. .
Let’s take a look at Casita’s entire service process. The store manager of
specially received Mushan a long time ago and gave him advice. It was at this time that the store manager mastered some key information that could impress Mushan's girlfriend and prepared for the final successful proposal.
For example, his girlfriend likes dogs, so the store clerk specially made a cup of kawaii style coffee.
She likes to watch the night view, so Casita specially set aside the best spot in the store to enjoy the night view, and sprinkled it with her favorite pink petals.
The romantic environment and the attentive aspects have been completed, but it is still up to Mushan himself to propose.
When the extremely nervous Mushan proposed successfully, 13 Casita clerks downstairs held up blessing signs. Even Mushan himself was pleasantly surprised, not to mention his girlfriend who was extremely moved!
After the pleasant dinner, the clerks lined up. Welcome, congratulate, and arrange a special car to take the couple away!
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Such attentive service, but the price is very affordable.
As a high-end Western restaurant, one purchase at Casita costs about 15,000 yen (approximately RMB990 yuan). In Tokyo, Japan, a city with high income and high consumption, this price is actually not expensive!
Casita's revenue in 2011 was as high as 1.5 billion yen (approximately RMB 120 million). You must know that they only have this one store!
And there are more than ten Over the years, its business has been getting better year by year!
has such a hot performance and popularity, the boss Gao Qiao naturally does not have to spend a penny on advertising. On the contrary, major media took the initiative to report it and hailed Casita as a "miracle restaurant that makes people cry."
At the same time, many service-oriented companies are rushing to learn from it. Even though the training fee is as high as 300,000 yen per person (about 24,000 yuan), more than 70 companies apply for training every year!
It must be said that Casita is a miracle in the catering industry.
Since the rise of e-commerce, more and more physical stores have been affected, and they all lament that business is not easy to do.
Whether it is Casita or Haidilao, they have jumped out of the traditional catering business thinking. They not only refined the taste of their products, but also put great effort and effort into services that have unlimited room for development, so as to achieve "abnormality" , touching the guests and making them feel respected.
Just like Takahashi said: "The true love between people is the biggest difference between physical stores and online. I like to provide this kind of service, and I believe customers will also like it."
products can satisfy consumers' appetites. Services satisfy the hearts of consumers. No matter how the times change, this type of enterprise will never be eliminated.
