INTRODUCTION

FOUR MAIN
FACTORS
RECOMMENDATION
CONCLUSION
INTRODUCTION
Brief Overview about Haidilao Hotpot
Haidilao is a hot pot chain created in
Sichuan, China by Zhang Yong in 1994
 Well-known for good food, best
customer service, unique services
“I’m a countryside man,
and I think that if you
spend money and don’’t
get any good service, it’s
scam”
Zhang Yong said
Why must be
Haidilao?
Good Recogn Good Good
ition Strategy Story
 Video review on
Tiktok/Youtube

4,5 Stars on Search

Good Good
Applications
Strategy Story
12k comments + 1k
shares per day
 Good “Customer-centered” Good
Recognition Strategy
Story
 Patiently focus on:
Good Good Systems
Recognition Strategy Goods
Services
FOUR MAIN
FACTORS
What makes these steaks so special is the marbling. Those little
flecks of fat sprinkled throughout your beef are a window into
the quality of the cuts you select
 MENU

Exceed Expectation
1
with Value
Use BehaviorFour main factors contributing
Engaging
2
to the success of Haidilao in
Customers

Get Customer Customer Service

3 Feedback

Exceed C.E with

4
Convenience&Timing
MORE
 MENU

Appearance Credibility Demographic Experience Uniqueness Add-on

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&TimingAppearance

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&Timing
Credibility
MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&Timing
Demographic

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&Timing
Experience

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&Timing
Uniqueness

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2
Customers

Get Customer
3 Feedback

Exceed C.E with

4
Convenience&Timing Add-on

MORE
 MENU
- Staff are always smile
Exceed Expectation
-1Staff follow 3 steps:
with Value welcome - guide – bye

Use Behavior
-2Haidilao Engaging
service is professional, but not
Customers
overwhelmed customers
Get Customer
-3Every staff in every position must respond
Feedback
customers demand
Exceed C.E with
-4Staff attitude is on another level
Convenience&Timing

MORE
 MENU

Exceed Expectation
1-
Staff always keep themselves busy
with Value

- Use Behavior Engaging

2 Every staff is polite
Customers

- One
Get table has
Customer one staff to encharge
feedback
3
- All staff interact
Exceed with customers if they
C.E with
4 meet customers eye contact
Convenience&Timing

MORE
 MENU
- A key to Haidilao's business
Exceed Expectation
1 strategy
with Value
- An overview of the products, services
Use Behavior Engaging
2 - Maintaining the positives and
Customers
improving the weaknesses
Get Customer Feedback - Dealing with risks
3
- Haidilao can evaluate the performance
Exceed C.E with of employees
4
Convenience&Timing
MORE
 MENU
• More than 20,000 online reviews from
Exceed Expectation www.dianping.com
1 • Haidilao's website has not been widely
with Value
applied in Vietnam
Use Behavior Engaging • Directly ask questions about the food and
2 Customers services.
• On online and word-of-mouth platforms.
Get Customer Feedback • 92% trust word of mouth, 90% read
3
reviews, 72% come after reading the
positive reviews
Exceed C.E with
4 • A great impact on Haidilao
Convenience&Timing
MORE
 MENU

Exceed Expectation
1
with Value
“The
Use Behavior wayyou spend your time
Engaging
2 Customers
defines who you are”
Exceed C.E with Estrin
3
Convenience&Timing
Get Customer
4 Feedback

MORE
 MENU

Exceed Expectation
1
with Value
Haidilao also fully equips
In Haidilao, each restaurant
Usemany
Behavior Engaging staff with headsets to
has cashier counters to
2 Customers
minimize the waiting time of
exchange information and
provide services to
customers
customers quickly.
Exceed C.E with
3
Convenience&Timing
Get Customer
4 Feedback

MORE
 MENU

Exceed Expectation
1
with Value
Use Behavior Engaging
2 Customers

Exceed C.E with

3
Convenience&Timing
Get Customer
4 Feedback

MORE
RECOMMENDATION
- Brand Finance ranks Haidilao at
9th position in the Top Global
Restaurants.
- The fastest growing brand
- High expectations from
customers
- Haidilao is facing complaints
- Waiting for hours
- A bit expensive but worth it
- Developing strongly in the future.
CONCLUSION
 Sell Food or
Haidilao
Sell Service?