Customer service in China is always hit-or-miss. But I have noticed a welcoming new trend of customer service in the Chinese restaurant industry. My friends in Shanghai took me to Spice Spirit, a highly-rated restaurant on Nanjing Xi Lu. Knowing that I hail from Chengdu, they rightly assumed that I missed the flavorful delicacies of my hometown. What I was not prepared for was the incredible service we received. From the free manicure station and phone cleaning service, to the omnipresent team of wait staff to assist customers, it was truly one of the best dining experiences I have had and unlike any I have had in America. To be honest, while the food was excellent, it was the service that impressed me the most. Our waitress even presented us with gifts (a red coffee mug) from the restaurant at the end of our meal.
This emphasis on “customer first” is also a signature of a popular hot pot chain across China, Hai Di Lao. A valet greets you out in front and escorts you through the revolving doors. That is, if there is not the usual line. Certain branches in Beijing are open 24 hours to cater to the endless crowd. But while you wait, a bevy of refreshments await you: iced lemon tea and a platter of dried snacks. You can also get free on-site manicures or your shoes shined while you wait. And that’s not all—Hai Di Lao even has an in-house day care/playroom for children. It’s no wonder customers flock here despite lukewarm food reviews; it’s the service experience that draws people in again and again.
You might be interested to know that Hai Di Lao will be opening its first international branch in Los Angeles soon. Will Hai Di Lao’s interpretation of customer service catch on in America? Only time will tell.
在中国，过去顾客服务始终是不稳定的——要么很好，要么太差。
但我已经注意到现在的顾客服务在中国出现了一个令人欣喜的新趋势。我的上海朋友带我到麻辣诱惑 (http://www.spicespirit.com/)，一个在南京西路上高度受欢迎的餐厅。当我的朋友知道我的家乡是成都，她们理所当然地认为我很想吃川味麻辣佳肴。出孚我的意料，我完全没有想到他们令人难以置信的服务。从免费美甲和手机清洁服务，无所不在的工作人员热情的帮助顾客，这是真正的我最好的餐饮经验，即使我在美国也不曾享受到这样美好的服务。说实话，除了美味可口的食物，给我印象最深就是他们的服务。在我们离开餐厅前，女服务员给了我们红色咖啡杯作为赠送顾客的礼物。
这个“顾客至上”的观念，也是一个在中国广受欢迎的火锅连锁“海底捞“的招牌。导引员会在餐厅门前等候并护送你通过旋转门。他们甚至有24小时开放的门店。在你等待的时候，供应茶点：冰柠檬茶和点心拼盘。你可以得到免费的现场修指甲或擦亮你的鞋子。这还不是海底捞的招牌服务，他们甚至有一个室内的日间幼儿园。这也难怪顾客们络绎不绝来这里进餐；虽然他们的菜品不是那么杰出，但他们出类拔萃的服务，吸引了人们一次又一次地来这里。
你可能有兴趣知道海底捞火锅店将很快在洛杉矶开第一个国外分店. 海底捞火锅的顾客服务会在美国发扬光大吗？时间会告诉我们。