This Chinese Restaurant Chain Built Its $9B Empire off Customer Service | WSJ The Economics Of

China's hot-pot giant Haidilao offers more than just food. It has free manicures and massages for customers. Waiters dance on request. The over-the-top performances and customer service set it apart from its competitors. With fresh funds from a public listing, the restaurant company plans to expand across the U.S.

WSJ examines the Chinese company and explores whether these gimmicks could be enough to sustain America's appetite.

Chapters:
0:00 Haidilao’s offering
0:56 Chinese hot pot
2:38 Expanding into the U.S.
4:13 Why Haidilao is not franchising

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#Haidilao #China #WSJ

[dogoku]

Having been to HaiDiLao multiple times in Singapore, I feel like this video underestimates the staff helpfulness. It's not the entertainment or all the things to keep you busy while waiting, that keeps people coming back. It's the customer service, plain and simple. They train their staff well and it shows. They will bring girls hair ties to tie their hair, they will bring you blanket even without asking, they are always smiling and willing to explain things to foreigners. You get a genuine feeling of being cared for. That's what kept me going back. Well the food is amazing too.

[tteesstt]

If you see the service from Haidilao, you will be ashamed of west coast to-go stores charging minimum 20% tips.

[brianmansan]

According to US, HaiDiLao is the next National Security Threat on the list 😂😂😂😂😂😂

[hgos]

As someone from Hong Kong, I feel they're one of the first restaurant chains to really make 1-2 hour waits feel like a breeze, with all the amenities mentioned as well as unlimited snacks and tea.

The customer service is also top notch once you get inside, even giving you a doll to accompany you if you're alone😂 and yeah the performances are entertaining to watch while you eat. Not just a regular hot pot restaurant. Cool to see them expand internationally!

[dorawang]

My First time there, when my son was only 9 months old. They took him off the table and play with him the whole time. I did not want my son go to playroom b/c he was too young, so few workers there took turns hold him while I was eating. For someone haven't eat one meal in peace for 9 months I thanks everyone who help out.

[Kursor]

As a westerner tourist in Beijing, I had asked for an Ice Cream flavour Haidilao didn't carry. They immediately went to a local grocery store to get me that ice cream 😮

[kuri]

As someone who visits frequently, the "good service" is not just those performative acts shown in the video, it's in everything. Like the overall helpfulness of all the employees, how fast you get served, how long it takes to get the thing you asked for (or even before you ask, if it's some common requests like hot towels, drink top-up, replacing used dishes etc). They also fulfil all kinds of special requests as long as it's within reason.

[jayachandramarturi]

WSJ: present in multiple countries
Also WSJ: local chain of restaurants 😂

[juanlee]

having all those free amenities would be a nightmare of labor cost ... in america..

[TonyAlexander]

Finding and retaining employees willing to deliver consistently on Hidilao's expectations will be tremendously difficult in the United States.

[lordlee]

And no tips/gratuities needed! Top notch service is the norm in China. Unlike in the States, all they do is ask you “ is everything okay”, and then expect you to pay 15% tip, what a freaking joke

[zaidbaig]

This is whwre the tiktok dance comes from lol.

[leedex]

As a European. I can recommend this 24/7 restaurant. Great customer service and membership Tier program.
After I ate at the local restaurant 20+ times. I got the managers contact informations and could skip the queue. And when he notice me at the restaurant. I sometimes gets wagyu for free 🙂
When I reached Black Member with 50+ visits. I got a tour in their kitchen and more food etc. for free 😂

[Rollinjoint]

did she really say "local" chain? it is big in Korea even in London

[seanmiller]

My coworkers in China took me to a Hot-Pot in the Wuxi area 8 years ago. I still tell the story in the U.S. where I reside. Had a fantastic time.

[ivanyang]

One of the most studied company in China. I still remember the story that was in the early day of Haidilao, The lady who is now CEO of haidilao. She just left her village and worked in Haidilao as a waitress. She led the stuffs to fight off a group of gang when they opened the first restaurant out side their home base city. talked about commitment! Now she is a billionaire.

[TienyeeTien]

I was wondering why WSJ is interested in a chain restaurant all of a sudden. Then I realized It’s all about stock price in Wall Street….

[worldview]

Hai Di Lao = Excellent service, wonderful experience, GREAT FOOD, and the environment inside the restaurant is very cozy and comfortable.

[Kevin-kdhf]

I always mistake Haidilao's logo for Haas'

[asdfchaos]

We love HaiDeLao. Just not when it’s 10x more expensive in the US