Inside Asian Gaming

DECEMBER 2017 INSIDE ASIAN GAMING 89 “Haidilao, a Chinese hot pot chain branching into the US, uses a unique and advanced creative customer service model that has led to customers happily waiting more than two hours before securing a table.” McDonald’s has phased out personalized service in many of its stores Haidilao, a Chinese hot pot chain branching into the US, uses a unique and advanced creative customer service model that has led to customers happily waiting more than two hours before securing a table. Let’s consider that on any particular night, most people just want an affordable meal. In a pleasant environment that doesn’t require you to call your banker to arrange a credit line, the tastefully decorated surrounds are complemented by a superior service quality you wouldn’t even expect at a Michelin restaurant. There is no evidence of pretentiousness or wait staff imposing invasive guilt if you don’t give a 35% tip. Rather, Haidilao provides authentic, non-intrusive service that feels more like you are eating in your grandmother’s kitchen on a Sunday evening. Founded 23 years ago, the company has now become the dominant hot pot chain in the country with sales revenue of about US$500 million. With a global focus on expanding in the US, Singapore and Korea and employing over 15,000 staff, Haidilao has not only mastered but defined “queuing theory” with free manicures, board games, complementary snacks, massages, TV and shoe polishing services available while you wait. All have become hallmarks of the Haidilao customer experience. When seated, guests will receive eyeglass bags and tissues to ensure cleanliness throughout the dining experience and even hair bands for those who wish to tie their hair back. Special aprons and hand towels are provided and many other toiletry items as well. Guests are also treated to tableside entertainment skits. Just imagine if all other restaurants, airlines and hotels could apply innovation, superior service and a passion for customer service? What a happier and more profitable place the world would be. KEEN OBSERVATIONS