People who have been to KFC or Starbucks will feel this way: when you order a meal, the service staff will definitely hand you the napkin along with the plate; if you need more napkins, the service staff will not hesitate to give you Take a few more; and Starbucks napkins can be taken by yourself.

There is a dairy-based food store near my home. The chain store claims to have thousands of stores. The store puts a small plastic basket next to the cash register for napkins, but it is often found that the plastic basket is empty. Or if you are not in the corresponding position, when you ask the service staff, the service staff can not respond quickly, especially when the business is busy, the unwillingness and even the impatient emotions are on the face, and there will always be some discomfort in the heart.

Retail is details, and this is the unchanging law of retail; when you walk into every Starbucks or KFC, your feelings about the service of the clerk are almost the same, professional, standardized, and efficient. Many local chain companies are learning them, but they are not in the details. There is always a lot of difference in control and regulation.

In addition to napkins, some of the discomforts that we can often see are: loud conversations between shop assistants, expressionless or lazy faces of shop assistants, and the floor and bathroom are always not clean enough, not to mention the exposure of shoes due to irregular operations. Food hygiene issues.

Details can most touch people's hearts, and they can also cause discomfort the most. A look, an emotion, and a small movement of the service staff... are all direct feelings of customer experience; they are also local service staff. What is the reason for the gap?

First, we must reflect on whether the company has corresponding specifications, the process specifications and detailed specifications of each operation link, continue to sort out and gradually optimize the emerging problems, and then form more and more detailed specifications.

In the impetuous moment, many companies still focus on scale expansion, eager to tell stories and financing, but often do not strive for excellence in the construction of standardized operating management systems, and do not calm down to continuously polish products and services, and continue to pursue excellence. Better.

Also take napkins as an example. Should the customer pick it up or the waiter will hand it to the customer? If it is given with the food, how many napkins are appropriate? If the customer picks it up, where to put it? How many at a time? A store napkin How much is reasonable to consume?

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It can be said that standardization is the biggest shortcoming of most domestic chain enterprises. On the one hand, there is no summary and analysis of past good experiences and practices, and no norms can be inherited and carried forward. On the other hand, it is not timely for new problems and needs. To formulate new norms or make adjustments to existing norms is also the main reason why it is difficult for many companies to do long-term or sustained vitality.

Secondly, is there any systematic training for employees based on regulations?

Employees in every position should understand what they want to do? What should they do? What attitude and state should they do?

Many companies always use the name of "temporary workers" to justify themselves once problems are exposed. Don't temporary workers have undergone any training? Companies in different departments, links, and levels of personnel need to carry out corresponding systematic training.

In addition to skills and norms training, it is also important to emphasize professional ethics, spirituality and self-cultivation training, do a line of love, and don’t let other emotions in life affect your work status.

Finally, is there any corresponding monitoring and corrective measures to ensure that they are in place.

Even if a temporary worker makes a mistake, is there a corresponding mechanism to find and correct the error, and establish a corresponding reward and punishment mechanism; in addition to relying on real-time technical monitoring, operation supervision and irregular inspections and other means, the store manager is the first priority in the implementation of store regulations Did the responsible person discover the problem in time, including colleagues around him, ignore it, or correct it in time?

They are all talking about finding pain points and needs. For the retail industry, especially in the context of consumption upgrades, ensuring the safety, hygiene, and quality of goods is the biggest pain point, followed by the continuous improvement of service details, which requires better At the same time, to ensure that the implementation of the standards is implemented, can the company develop soundly for a longer period of time and make customers feel comfortable and comfortable throughout the shopping process.