Hai Di Lao Hot Pot Culture

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Hai Di Lao Hot Pot’s Strategy and Culture I have worked as an assistant during the summer vacation for my uncle, who is the manager of 15 Hai Di Lao (HDL) Hot Pot restaurants in Beijing. The family-owned chain restaurant is now the most popular buffet-style hot pot brand in China. My duties included supervising the food supply chain and helping prepare financial statements. But the most unforgettable experience was my observations of the special and effective corporate culture the company used to achieve its strategies. First, using “You think, we do” as a slogan, we emphasizes customer service by cultivating norms and values throughout the firm that promoted innovations. HDL is famous in China for our “all-dimensional” dining service that provides joys. Waiters would bring pokers while customers wait for tables, as well as free birthday cakes for customers who celebrate their birthdays in the restaurant. We even offer convenient hot pot delivery service. The company urges all waiters to be sensitive about customers’ feelings when they come to the restaurant, and be extremely friendly as if customers were their family members. “Strategically appropriate culture performs effectively if the culture also contained norms and values that promoted innovation”. By adopting this innovative democratic culture of customer service, the restaurant is able to cater to customers’ idiosyncratic needs and to earn a large group of loyal customers. Second, “Your life is in your hands” is the firm’s slogan for employee culture. Our waiters mainly come from rural areas of China, leaving their parents at hometown without proper care. For most of them, the only thing they want from serving tables in HDL is earning money for their parents and for their children’s education. The firm spent lot of money purchasing basic health insurance for all waiters’ parents and sponsoring

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