Zero-defect Service? Case of a Chinese Hot Pot Chain
A zero-defect service? The case of a special hotpot restaurant chain in China
(Source of information: Hong Kong Weekend Weekly Magazine Issue 707)
Recently the media reported a hotpot restaurant chain which provides impeccable service to customers. This chain has over 70 branches in Mainland China. Ample positive comments have been spread among various media and customers on its “zero-defect” service at a very reasonable price (average check per pax is around RMB100). These have attracted hundreds of customers every day. There are 8 strategies used by the restaurant to attract customers and to earn its “zerodefect” reputation:
Strategy 1 – Free shoe-shining service
Male customers can enjoy free shoe-shining service while waiting for their table.
Strategy 2 – Free manicure service
While the gentlemen are having their shoe-shining service, ladies can enjoy complimentary manicure service. If there are too many people waiting for the manicure service, customers can even make an appointment and come back another day for this free service.
Strategy 3 – Snack buffet for free
The restaurant offers a snack buffet of green peas, fruit, candies, crackers and drink for customers to enjoy if they feel hungry while waiting for their tables.
Strategy 4 – Game corner
There are games provided in the waiting area, including various types of chess games, pokers and other types of card games so that customers can easily spend hours there without noticing the time. Strategy 5 – Handwork for Cash
The restaurant understands that “time is money”. Therefore to compensate for the time loss of their customers due to long queuing time, they provide handwork papers for customers to fold paper cranes which can be used to redeem food or cash
(RMB$0.5 per crane).
Strategy 6 – Children playground
The restaurant is equipped with mini children playground with baby-sitters for kids to occupy themselves while their parents are waiting for tables or even dining.
Strategy 7
(Source of information: Hong Kong Weekend Weekly Magazine Issue 707)
Recently the media reported a hotpot restaurant chain which provides impeccable service to customers. This chain has over 70 branches in Mainland China. Ample positive comments have been spread among various media and customers on its “zero-defect” service at a very reasonable price (average check per pax is around RMB100). These have attracted hundreds of customers every day. There are 8 strategies used by the restaurant to attract customers and to earn its “zerodefect” reputation:
Strategy 1 – Free shoe-shining service
Male customers can enjoy free shoe-shining service while waiting for their table.
Strategy 2 – Free manicure service
While the gentlemen are having their shoe-shining service, ladies can enjoy complimentary manicure service. If there are too many people waiting for the manicure service, customers can even make an appointment and come back another day for this free service.
Strategy 3 – Snack buffet for free
The restaurant offers a snack buffet of green peas, fruit, candies, crackers and drink for customers to enjoy if they feel hungry while waiting for their tables.
Strategy 4 – Game corner
There are games provided in the waiting area, including various types of chess games, pokers and other types of card games so that customers can easily spend hours there without noticing the time. Strategy 5 – Handwork for Cash
The restaurant understands that “time is money”. Therefore to compensate for the time loss of their customers due to long queuing time, they provide handwork papers for customers to fold paper cranes which can be used to redeem food or cash
(RMB$0.5 per crane).
Strategy 6 – Children playground
The restaurant is equipped with mini children playground with baby-sitters for kids to occupy themselves while their parents are waiting for tables or even dining.
Strategy 7