When I first saw the book You Can't Learn Haidilao, I had doubts about the title in my heart. It's not that "since you say I can't learn, I will learn" is so rebellious, but "since you say you can't learn, why should I study?" I know Haidilao can't learn. It is not so much "learning" as "learning". In the final analysis, "learning" is the appearance, and "learning" is the gene and core of an enterprise. Management is an art, especially for leaders in any industry. Omidia can't manage Alibaba, Ma Yun can't manage it, Liu can't manage Haidilao and Uniqlo. In the final analysis, if an enterprise achieves this scale, its genes are unique, and its appearance can be replicated, but its genes can never be replicated. This is the reason why "sea fishing can't learn". Although you can't learn, you can learn from it. Take Haidilao as a mirror, learn from each other's strong points and see if there is anything suitable for our company's genes to learn from. I think this is the meaning of the book "You can't learn from Haidilao", otherwise it is really "no need to learn, no need to read".
Since "learning" is the gene and core of an enterprise, the key question is what is the gene and core of Haidilao? Is it the "service" that the "predecessors" of Uniqlo said? In fact, "service" and "service" are also different. Uniqlo's "service" is to let customers choose clothes in stores like magazines and books in bookstores; Haidilao's "service" is to make customers feel at home. It is easy to copy the "service", but it is difficult to copy the "service" of Haidilao. Therefore, in fact, the "service" of Haidilao is only the appearance, and the background supporting "service" is the gene and core of Haidilao. After reading the book "Haidilao Can't You Learn", I think that the background supporting Haidilao's "service" is "highlighting the role of personnel management in business", and the gene and core of Haidilao is "profound understanding and insight into human nature", which mainly includes the following four points:
First, treat employees as family members.
"I asked Zhang Yong,' Which boss doesn't want employees to work hard? This is Mount Qomolangma, which all the world's leaders want to conquer, but very few of them have really achieved it. "How did you do that?"
Zhang Yong said, "I think people's hearts are fleshy. If you are good to others, others will be good to you; As long as we strive to make our employees feel at home, employees will put their hearts on customers. "
"Home can touch the nerves of China people most. Few people in China really have faith, and home is the spiritual destination of most people in China. China people's lifelong pursuit, sharing weal and woe, are all linked with one family. Another feature of home is that it does not distinguish between public and private. There are many family members with high or low status, but each family member is willing to make the greatest contribution to the family.
Therefore, when one thing is associated with family, people in China are desperate. In 1950s, a song "Take the lead courageously, cross the Yalu River bravely, defend peace, for the motherland, that is, protect hometown" linked families in the war, making China soldiers with backward weapons and equipment even tied with the United Nations troops led by the United States. Thousands of young bodies of China soldiers are buried in foreign countries forever. "
How can employees feel at home in Haidilao? Zhang Yong's answer is simple, treating employees as family. Zhang Yong knows the psychology and needs of employees very well, and also brings extra care and help to employees. For example, the dormitories rented to employees are all units in regular communities, all equipped with air conditioning and internet computers; In order not to increase the burden on employees to go to work, it is generally less than 20 minutes to walk from the community to the workplace; There are also people in the dormitory who are responsible for cleaning, washing sheets for employees, cleaning and so on. Most employees in Haidilao come from rural areas, and migrant workers lack self-confidence and are more eager to get the attention and care of others. Zhang Yong's care for employees makes them feel the warmth of home, which brings Haidilao not the cost, but the employees' love for the enterprise. Because employees are regarded as family members and employees are in charge of the enterprise, employees will work hard to serve, so customers will be satisfied or even moved, so there are more and more customers, and the business of Haidilao will become more and more popular. I think this is the simplest logic of Haidilao.
Second, full trust and authorization.
"Mencius said:" Eat and love, but make love; Love without respect is also a beast. "In today's words," raising without love is raising pigs; "Love without respect is raising a dog." People are the hardest to raise. It is not enough to just give food and love. People also need respect. What is respect for people? See the boss bow and applaud the leader? That's not respect for people, but respect for status and power. Respect for people is trust. Believe in your integrity, you won't be a thief; Believe in your ability and you will be entrusted with important things. This is respect for people! People have a sense of responsibility when trusted; Therefore, if a scholar dies as a confidant, he can take the company's affairs as a family matter. In Haidilao, employees not only eat better and live better than other restaurants, but also gain the trust of the company. To treat employees as family, we must trust employees as family. Trust is not spoken, but done. The only sign of trust is authorization. If your sister buys food and meat for you, will you send another person to supervise? Of course not, so Zhang Yong's signature right in the company is more than 654.38+0 million; /kloc-below 0/10,000 is the responsibility of the vice president, chief financial officer and regional manager; The bulk purchasing minister, engineering director and community manager have the right to sign 300,000 yuan; The store manager has the right to sign a contract of 30 thousand yuan, which is rare in private enterprises. "
"If Zhang Yong's authorization to management is surprising, then his trust in front-line employees is even more unbelievable to his peers. Ordinary employees on the front line of Haidilao have the right to give customers discounts and free orders. For whatever reason, as long as employees think it is necessary, they can serve a dish or add a dish or even a meal to the guests. This means that the waiters in Haidilao are managers, because this power is only available to managers of all restaurants. In the spring of 2009, I invited Zhang Yong to give a lecture to MBA students in Peking University. A student asked Zhang Yong,' If every waiter has the right to be free, will someone abuse his power to give it to his relatives and friends?' Zhang Yong asked the students, "If I gave you this right, would you?" More than 200 students in the class suddenly fell silent. "
Ask yourself, if it is me, I can't live up to such trust. The most valuable thing for employees is their brains, not their hands. To liberate employees' brains, we must trust them, and the greatest trust is authorization. The problem is that there are several people in this world who have the courage to empower employees like Zhang Yong. Zhang Yong believes that "the beginning of life is born beautiful". He believes that most people have moral self-discipline and few people abuse their rights. If properly monitored, he believes that the benefits of empowering employees far outweigh the disadvantages. Because employees are trusted, employees' morale will be high, and things will naturally get twice the result with half the effort. On the contrary, if employees are monitored in a thief-proof way, employees will not feel trust, have no motivation to work, and get twice the result with half the effort. Zhang Yong's bold authorization fully demonstrated his trust in employees. If you treat others as good people, they will also try to be good people to ensure that their behavior is consistent with their image. This bold authorization is principled, which can improve management efficiency and better improve customer satisfaction. From the perspective of employees, they will work harder if they gain trust and rights. But if there is no good supervision mechanism, will authorization be abused? I don't think so, because such authorization rarely involves the personal interests of employees. Most employees are migrant workers, and Haidilao is their common home. No one will do anything against his family. Abuse of rights will only lead to the decline of the collective interests of Haidilao. Employees who owe Haidilao won't do such stupid things, and Haidilao, like a manager, also saves management costs well. Everyone is the executor of rights, and everyone has rights. Are people honest? Friedman used his bagel experiment to prove that he was 87% sure, while Zhang Yong used practice to prove that at least tens of thousands of employees in Haidilao as a whole did not abuse the rights given to them.
Third, innovation is not something to be implemented.
"The only sign of trusting employees is authorization. Many companies employ professional managers as general managers with an annual salary of millions, but this general manager doesn't even have the right to sign 50 thousand yuan. What is trust? On the contrary, the ordinary waiter in Haidilao has the right to give it to the guests free of charge, which is called real trust. People have the right and courage; If you have courage, you are not afraid of making mistakes; Not afraid of making mistakes, you can innovate.
Smart managers can make employees' brains work for them. When an employee is not only the executor of superior orders, he is also the manager. Haidilao's authorization to employees is equivalent to making everyone a manager. Haidilao is actually a company composed of 10 thousand managers!
If the employee's heart is left and the power is given to the employee, the employee's head will be created. This is the fundamental reason why Haidilao has created so many "abnormal" services.
Zhang Yong told me:' Innovation is not deliberately promoted by Haidilao. We just try to create an environment where employees are willing to work, and as a result, innovation keeps pouring out. I didn't think this was an innovation. Later, when the company grew up and we tried to evaluate innovation with the system, there were fewer real innovations. Because innovation can't be created by thinking alone, evaluating innovation itself assumes that employees don't have the ability and desire to innovate, which is a sign of distrust. " "
Innovation is not carried out, but the natural result of employee satisfaction. Only when employees are satisfied can customers be satisfied. Therefore, in the final analysis, it is Zhang Yong's trust in employees that has made Haidilao's continuous innovation. Trust makes ordinary employees in Haidilao innovate little by little: for example, the mobile phone case prepared for customers when eating hot pot, for example, various tools invented by employees to facilitate serving, for example, new ideas that employees think of to better serve customers, and so on. Similarly, trust also makes the cadres in Haidilao make a fuss. For example, Yang Xiaoli and Xi 'an, as the main battlefields of this book, illustrate this point well. When Haidilao first entered Xi 'an, the turnover was not good. Yang Xiaoli tried every means to increase the number of customers in the store, distributing leaflets, putting up small advertisements and even recommending them directly on the bus. Once a store is successful, it is necessary to open seven stores at one go. This innovation is undoubtedly the result of being trusted. It is not terrible for a person to innovate. The terrible thing is that everyone in an enterprise innovates. Everyone thinks about what should be done for better work and better service every day. Zhang Yong's trust in employees has brought him immeasurable returns.
Fourth, enterprises and employees grow together.
"People are advanced animals, and they need not only food and love, but also hope. There is hope, no matter how hard and tired you are, you will have the strength to live; It's hopeless. It's boring to be pampered and tasted every day. The hope of Haidilao people is to change their destiny. Anyone who needs to change his fate is, of course, a person with a bad life. The life of rural people in China is generally worse than that of urban people. Therefore, farmers need to change their destiny most; So there are hundreds of millions of migrant workers who have left their homes. Zhang Yong said: "A young man born in a city may have many variables in his fate;" "A young man born in rural areas, especially in poor areas, has only one way to change his fate, and that is to become a city dweller. How can I become a city resident? Migrant workers are not city dwellers, and they have to go home during the New Year. City dwellers are people who live in the city, have their own houses like city dwellers, and their descendants can go to school in the city. Haidilao is such a stage. On this stage, migrant workers without education, background and expertise can become cadres and backbones of Haidilao as long as they are willing to work, endure hardships, be loyal to enterprises and keep making progress. "
"For managers, the hardest thing is to convince others that tomorrow's big cake will have its own share. People's desires are infinite, and no company can give employees everything they want today, so employees must focus on the future while getting today's wages. If they have confidence in the future, they will do more work today than today's salary; On the contrary, the work done today will be equal to or less than today's salary. Zhang Yong convinced Haidilao employees that hands can change fate. If I do well, what Yang Xiaoli, Yuan Huaqiang, Lin Yi and others do today will be my tomorrow.
Haidilao does provide a stage for those who are willing to change their destiny, but whether a person can change his destiny in Haidilao is related to whether he can persist, constantly learn and challenge himself.
"Zhang Yong clearly conveyed three messages to his employees. First, his hands changed his fate; Second, persistence is RMB; Third, God helps those who help themselves; Haidilao provides these "mountain children" with an opportunity to change their fate. Why don't these "children in the mountains" work hard? In fact, Zhang Yong, Yang Xiaoli, Yuan Huaqiang, Lin Yi, etc. It all started from the waiter bit by bit, which gave all the employees in Haidilao motivation. Employees are not confident, doubt themselves and dare not go up, so Haidilao forces them to go up. Xie Ying in Xi 'an Store is an example. She started as a food delivery clerk, was promoted to the lobby manager by Zhang Yong, and finally became the Beijing regional manager. She was pushed all the way by Zhang Yong. She doubted herself and dared not do it, so Zhang Yong forced her to do it and gave her care, trust and help. She has the personal experience of changing her life through her own hands, the real experience of going through hardships after gritting her teeth, and the sense of accomplishment and pride of never giving up and challenging herself to overcome herself. This is the common feeling of all employees in Haidilao. They believe that as long as the future of Haidilao is bright, their future will be bright, and a group of people tightly surround Zhang Yong and make fists. Is it reasonable to do Haidilao or not?
"Management is science or art? This was originally a debate in academic circles, but now it has attracted more and more attention from business people. It is not unreasonable for business people to pay attention to this debate. If management is scientific, enterprises should recruit more MBAs and let them take on heavy responsibilities because they specialize in management; Enterprises should also listen to the opinions of consulting companies when facing major decisions and problems, because most of the employees of consulting companies are MBA graduates.
On the contrary, if management is art, enterprises should follow the principle of "no matter whether it is a black cat or a white cat, catching a mouse is a good cat"; When an enterprise is sick, don't believe that the so-called brain consulting company outside can cure your illness, because the success of any artist mainly depends on his own talent and hard work, and has little to do with others. "
The author believes that management is art, so am I, as I mentioned at the beginning of the article, the essence of the success of Haidilao lies in the "service" that is difficult to copy. Behind the hard-to-copy "service" supports this kind of "service", which is the charm of personnel management in Zhang Yong. He cares about employees, authorizes employees, trusts employees and helps employees. Not to mention the professional management knowledge and rich business experience, all employees of Haidilao are willing to work together with Qi Xin to share weal and woe with Haidilao, which is undoubtedly worth learning from all those engaged in management.
Wang Zhishuo, Youneng Middle School Department of New Oriental School?