Quanjude, Dao Xiang Village And Contemporary Mall Boss Talk About "Honesty"

Case story 1

A "recall" caused by two bags of dumplings

Only if the enterprise is loyal to the customer first, the customer will be right

There is nothing trivial in the food industry.

At the beginning of Beijing's rice Garden Village, a customer bought two bags of pork and green onion dumplings in Beijing's rice village. When they went home to cook, they felt some peculiar smell. They called the shop staff.

At that time, Beijing Rice Village

Bi Guocai, chairman and general manager of Beijing rice Garden Village

Boss talking about integrity

If you promise, you must lose money.

If you promise to come out and lose money, you must do it; if you promise it, you must stick to it, even if you lose money.

Businesses, especially the old ones, should be "righteous" and be sincere, faithful, righteous and emotional to customers.

The core value of Beijing rice fragrant village is integrity.

Why do consumers say that buying dim sum is going to Beijing's rice village? There are no second choices. It comes from the quality of products and the excellent service accumulated over the years.

Case story 2

Hire "secret customers" for marking

Quanjude's business integrity is most directly reflected in its quality and quantity.

The first letter of Quanjude's 3 pinyin is Q, J and D.

Coincidentally, in English, Q is Quality (quality); J is Justice (fair play); D is Development (innovation).

The quality of a brand depends on its quality.

Quality is the fundamental guarantee for a brand to continue its development.

In order to accurately, objectively and timely understand the operation of each member enterprise and ensure the quality of dishes serving the member enterprises, Quanjude Group headquarters came up with a secret customer.

These "secret customers" are not internal managers of enterprises, but experts and professionals who are recruited from government departments or tourism catering industry.

They go to the restaurant as "ordinary customers" and check the dishes, services and management according to Quanjude's quality standard. They fill in and mark each item in the Quanjude secret customer inspection form.

The checklist was sent to group headquarters afterwards.

The headquarters of the group will notify the inspected enterprises of the inspection of the "secret customers" and rectify the time limit for the enterprises that are in question.

Jiang Junxian, chairman of China Quanjude (Group) Limited by Share Ltd

Boss talking about integrity

Quality depends on quality.

To maintain the core competitiveness of an enterprise can not be separated from two points, namely brand competitiveness and technological competitiveness.

And brand like competitiveness, such as Quanjude, has both brand competitiveness and technological competitiveness.

Quanjude roast duck can last 147 years and its quality depends on its quality.

From old Quanjude's business, it is easy to see that the quality of duck is better than that of duck.

Case story 3

The waiter is around when the customer needs it.

In 2005, the contemporary mall established the new marketing idea of "customer centered", and advocated the idea of "appropriate service" when you need us.

Once, a customer came to the mall to buy shoes.

When she picked up the merchandise, the careful shopping guide found that the heels on her feet had been worn away and the leather surface was very old.

The shopping guide euphemistically suggested that she could do some maintenance for her shoes. The customers were surprised, and then felt embarrassed.

At this time, the shopping guide naturally asked the customer to sit down and said, "no problem, just a moment."

During the shoe maintenance process, the customer looked at a pair of shoes, and another attendant immediately fetched it for her to try on, and introduced to her the styling features of the shoes.

When the original shoes were handled well, the customer had decided to buy the new shoes.

At that time, the shopping guide told the customer: "now that you have bought new shoes, your original shoes can be left, so we can help you repair the heel."

The customers were delighted, and repeatedly said, "I didn't expect you to be so thoughtful."

The service of "moving customers" has made the modern shopping mall more and more turn the one-time customers into long-term customers and turn the long-term customers into lifelong loyal customers.

Jin Yuhua, chairman of contemporary mall

Boss talking about integrity

"Moving" service and grasping "heart"

In the new economic era, businesses are required not only to satisfy customers' general expectations, but also to provide services that exceed customers' expectations.

Based on this understanding, in the process of service, the senior management team of contemporary mall put forward the idea of "moving customers" as the service rule, taking "love" as the breakthrough point, through meticulous and considerate solicitude, striving to create the feeling of "heartbeat" for customers and implementing the service project of "moving customers".

Case story 4

Voluntarily abandon profits when natural disasters are reduced

In the spring of 2010, the climate in the South was abnormal, and the tea producing areas in Fujian encountered unprecedented disasters.

The reduction of production led to the increase of tea farmers by 35%-40%.

Faced with high prices, Zhang Yiyuan gave up some of the market profits.

Chairman Wang Xiulan made several decisions after visiting several tea production bases: first, protect the interests of tea farmers.

After the disaster, the cost of tea must be raised. The tea farmers must be able to "eat rice"; second, the tea supply in the Beijing market must be guaranteed.

Under the command, we must collect tea.

A smile appeared on the tea farmer's face, and a smile appeared on his face.

Next, another question is placed in front of Zhang Yiyuan. The price of raw materials will rise by 50%. How much should the retail price go up?

Wang Xiulan decided to increase the retail price of tea by 25%.

Natural disasters are unavoidable and can not be completely lost to customers. Enterprises must do their best to share them.

Zhang Yiyuan marked the price increase in tea price tag, telling customers which kinds of tea prices had gone up.

Zhang Yiyuan wants to let customers clearly consume and drink tea.

Wang Xiulan Zhang Yiyuan chairman and general manager

Boss talking about integrity

Honesty is the soul of the old shop.

To run an old brand, we must respect its history.

Every old brand has its own cultural connotation, so we must respect this culture. Secondly, in the time honored brand management, Zhang Yiyuan's success lies mainly in honesty, which is also the core of enterprise management.

Honesty is the soul of an old brand.