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1.伺候式服务,有未来吗?海底捞一直以极致服务见长:不仅有员工能够提供的几近变态的服务体贴度,还有美甲、擦鞋、打印照片等组成的服务丰富度,这些都是其首创的,正是这些“感动中国”式的服务成就了海底捞的声名,但也将海底捞符号化、脸谱化、定型化了。当60后、70后是其消费主力人群时,这样的服务广受欢迎。但客群正在向新生代迁移,这是一个不可逆的趋势。新生代人群需要的不只是感动,还要激动。有时候,低姿态的服务如果过多,反而成了冗余和浪费,而且有时候海底捞提供的服务还有侵犯客人隐私之嫌,海底捞在美国就遇到过这样的尴尬。未来,人们光顾一家餐厅,很可能不再只是因为服务体
1. Waiting service, the future? Sea fishing has always been known for its ultimate service: not only the staff can provide almost metamorphosis of service and attention, as well as manicure, shoe-shining, print photos, and other services consisting of richness Is the first of its kind. It is these “moving” Chinese-style services that have made the name of sea fishing a success, but have also symbolized, masqueraded and stereotyped sea fishing. When 60, 70 after its main consumer groups, such services are popular. However, the relocation of guest groups to the Cenozoic is an irreversible trend. The new generation of people need more than just moving, but also excited. Sometimes, if low-profile services are excessive, they become redundant and wasteful, and sometimes the service provided by sea fishing is suspected of infringing on guests' privacy. Such problems have been encountered in the United States. In the future, people patronize a restaurant, probably no longer just because of service