Hot-Pot King Haidilao Pilots “Do Not Disturb” Service
The Chinese hot-pot restaurant chain Haidilao is known for a lot of things, except being moderate. They will give you a free manicure and clean your shoes while you’re waiting for your table, provide a big stuffed animal to keep you company if you’re lunching alone, and perform an acrobatic dance if you order noodles.
Haidilao is the epitome of the “client comes first” mentality that will go to great length to provide you with first-rate service. However, as experience shows, some clients find that the best service is when they are left alone and not bothered by pesky over-the-top courtesy.
At one time Chinese Internet was replete with articles titled along the lines of “Don’t let Haidilao know your birthday, it’s too scary” where users would detail their experiences dealing with the restaurant’s overblown birthday service that included singing and dancing waiters holding LED lights and more. Some have even joked saying “If you hate your friend, go to Haidilao for their birthday.”
To tackle the problem and better cater to the needs of different groups of customers, Haidilao recently introduced a witty solution. Tables in some of the chain’s restaurants are now equipped with “Do not disturb” flip-boards. Customers who do not want to be approached too often by waiters can use the sign to fend off their insistent advances.
The flip-board also provides other options such as “I’ll serve dishes myself” meaning that the waiter does not need to help with the dishes frequently or ”detailed services are not required” telling waiters that they are only wanted to bring dishes and clean the table.
According to Haidilao, the service is still in the pilot stage, and it will be tried in some stores. It will continue to be optimized according to the needs of customers and different situations. Stores and employees will be continuously encouraged to innovate and provide customers with more personalized services.