To be honest, the price of Xibei is not cheap, and we all know this in our hearts. But I am still willing to visit again and again because their service can really smooth out the "sting" of high-a-order customer prices. Especially after having children, going to Xibei is like entering a "comfort zone". The waiter will always take the initiative to bring colored pens and drawing papers. Children can draw quietly and we adults can eat steadily. That right sense of measure - not being cold or overly enthusiastic - is much more comfortable than many catering colleagues.
As a member of Xibei Black Gold, every time I walk into the store, I will receive a "Black Gold Meeting Gift" - a plate of melon seeds.
However, the recent debate between Sibe and Lao Luo reminds me of the scene when he fought against Siemens. That time, Lao Luo won a great victory. This time, from the perspective of public opinion, he still has an overwhelming advantage.
The cause of the incident was that Luo Luo questioned Xibei's use of pre-made dishes. In my opinion, if Xibei's boss can admit his reason and mistake when he is questioned for the first time, even if he is just a coward, he will say: "Although we meet national standards, there is still a gap from consumers' expectations. We will continue to work hard and thank Teacher Luo for his criticism and correction." Perhaps, this storm will be calmed soon. Even, Boss Jia can take advantage of the situation to launch the "Lao Luo Customized Improvement Package" to turn a crisis into a turning point.
But the reality is that Xibei's boss Jia chose to fight hard, and the result was that the matter became more and more troubled. The company's perception of pre-made dishes and ordinary consumers are not on the same channel at all. In our eyes, as long as it is either cooked and fried, it is pre-made. The management is likely to be in the information cocoon for a long time and fail to realize this gap, which will eventually lead to a loss of 1 million yuan per day. I went to the public opinion storm on Friday night and found that I didn’t need to queue up and half of the dining table was not full. This is the first time in my dining experience in Xibei.
What makes me feel most distressed are those front-line employees. Their smiles are sincere, their service is natural, but they have to pay for the management's public relations mistakes. This is really unfair to them.
I have always felt that the core competitiveness of the catering industry is not only the taste of the dishes, but also the trust and emotional connection with customers. Xibei once did a good job in this regard. Their employee training and service details all make people feel a kind of "human" warmth. But this time, the management's reaction was disappointing. They seem to have forgotten that consumers' feelings are more important than cold standards.
The brand takes a long time to accumulate trust, but destroying it may only require one time to deal with an inappropriate crisis. Xibei's case also reminds other companies: in the Internet era, sincere communication is more effective than tough defense, and admitting shortcomings can win respect more than covering up problems.
As an old customer, I sincerely hope that Xibei can learn from this incident and regain the warmth between him and the customer. After all, I still want to continue to take my children to eat the free plate of melon seeds, instead of feeling sorry for them at the forefront of public opinion.
