KOC3431 Class Activity

Name: WANG CHENAN

Matric : 204821

Haidilao Mouse Incident

It is well known that Haidilao is a large cross-provincial hot pot restaurant with more
than 100 directly-operated restaurants in various places, and it has a popular network
with extremely user-friendly services.

As soon as the incident occurred, Haidilao officials quickly made a response

statement on the afternoon of the 25th.

Once the response statement was released, many of the original public grievances
were turned into "or choose to forgive it."

How to handle it?

First, the people know that all restaurants' kitchen hygiene is basically this kind of
urine, and Haidilao is definitely not the worst. Worse still awaiting media exposure.

Second, usually good service can still win back some sympathy points, that is, the
long board makes up for the short board.

Third, in terms of response speed, Haidilao issued an apology statement within 4

hours after the unannounced visit was exposed, which is basically in line with the
"golden four hours" for handling public opinion, and within less than 3 hours, the
solution was determined and made public. To the public. Haidilao's public relations
are not denying, not sophistry, and the quick and frank response is a bit caught off
guard.

Fourth, play a warm card. This is also the most critical point to instantly reverse the
worst situation.

Haidilao’s public relations make perfect use of the psychological effect of empathy.
From the perspective of customers and employees, it both solves problems and plays
emotional cards. The focus is on solving problems thoroughly, and it is very
comfortable to read.

The type of the strategic conflict management is Compromising

I think this incident is more for accommodation.