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

[@wsj]

How the world’s largest pizza chain aims to sell more pies, sides and wings: on.wsj.com/4fAl9vM

[@markplott4820]

PIZZA is Dead in the USA . poor Quality , too Expensive.

[@Djamonja]

@@markplott4820 lol, ok troll

[@levelazn]

Biden will ban Hai Di Lao for excess chinese food capacity.

[@Obodydonc]

1:58 😊😊

[@Obodydonc]

​@@markplott4820😊😊😅

[@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.

[@flvffcinna]

I 100% agree, there’s always someone to help you, if you look worried they’ll come at you, there was one time I lost my vest and they helped me find it! Such a kind staff!

[@Lilyanne97]

I went in flushing queens and they could tell it was a little spicy for me so they brought me plum juice and it immediately cut the spice for me. I hadn’t even asked. The customer service is phenomenal.

[@kyliex6310]

In some big haidilao stores, they have a playroom for younger kids to kill time. There are staff members reading books to them... My son also got some free toys...

[@deepseer]

Sometimes they teach you (not "ask you for") tips on how to cook the food. If you look very inexperienced, they may even help you cook something so you can learn to cook it by yourself.

[@IneptCorruptRegressive]

....nope... we're not interested in eating sauteed dog meat!

[@tteesstt666]

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

[@axolet]

*Waiter passes you a glass of water* That will be 20% of your hundred dollar bill

[@JasonJia11]

Okay, but that sounds like a straight-up lie. I'm on the west coast and have never been to a place that makes you feel obligated to tip 20% for to-go orders. I almost never tip for takeout.

[@rudysal1429]

​@JasonJia11 maybe you are just not observant or don't care and look at the workers. They definitely give the side eye when you are paying to watch for the tip

[@tteesstt666]

Now they do the "screen of shame" trick. There is a huge screen for check out so that all people behind you can see how much you tipped.

[@lanzortiz3199]

​​@@JasonJia11he never said to go bro. Or he edited he's comment?. But damm. As non American 20% tip is bad. Are waitress there not being paid by the store? So you're like a horrible person if you do don't tip there right?😅 and they gave you the attitude if it's small? Why not stores charge you with service charge and they use it to pay the waiters? So no obligation to give a tip.

[@dorawang5451]

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.

[@Kursor17]

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 😮

[@jickey6108]

Why don’t I get that kind of service here

[@ITeachChinese]

😂

[@xiphoid2011]

@@jickey6108 because nobody in the west is desperate enough to do it. Restaurants in China is extremely cutthroat as cooking is an almost universal skill and often the only skill someone has (unlike most americans) which is why the market is oversaturated and most end up going out of business.

[@steak5599]

@@jickey6108 American Resturaunt Food and Service are pretty bad compare to other places in the world. You often hear McDonald's and KFC taste better in other countries, there is a good reason why. Improve your food and Service, or risk going out of business. Food Business is much more Cut Throat in Asia and Europe.

[@huandrew3874]

that sounds disgusting but I guess it further proves their customer service

[@hgos7211]

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!

[@Ash-vt7uu]

Ye but it’s restaurants in HK are so small

[@vsznry]

The key will be a SMALL quantity of locations. Only in hubs like Vegas.

[@Kylelongwest]

I went to Hong Kong 12 times, I've never known there's a haidilao there. And I've never googled it hahha.

[@jinlee2617]

Chinese restaurant and top-notch customer service? Doesn't sound right, are you sure they ain't Japanese staff? 😂

[@jamesleigh6166]

The food is overpriced and doesn’t taste that good

[@brianmansan]

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

[@alexisliu6904]

😂😂😂😂😂

[@000Timothy]

😂 Chinese haidilao spy’s

[@lucianguyen9824]

You don't know it, whatever customers say when they are there will be recorded and send back to China. :))))

[@davidliao1247]

@@lucianguyen9824😂😂😂that’s s funny😂😂😂

[@duinay3]

That's right, because they are dancing just like on tiktok 😂

[@kuri7154]

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.

[@bngr_bngr]

It’s amazing how every Chinese restaurant cooks their food so quickly.

[@4ever4given01]

@@bngr_bngrThis is a hot pot restaurant, you cook the food yourself.

[@tuongchu2867]

They actually have a ranking system for the employees, so they work really hard to get you to tip and rate them. 1 employee asked me to rate him and he gave us a free snack and drink in return. Super happy with the service. But it’s so competitive most employees don’t stay for long I believe

[@chasejones8212]

now imagine this restaurant staffed by bored teenagers and ex cons. That is the US version

[@Synoopy2]

Are you their spokesman?

[@jayachandramarturi4623]

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

[@leetcoding1]

Everything outside ‘MURICA is local!

[@OperationNonsense]

the one in seattle is always empty. like the belt and road project, this is doomed to fail.

[@andyfu9651]

@@OperationNonsense It's Simultaneously the biggest threat to America's interest and national security, and it's doomed to fail. 😂

[@rickysampson8759]

@@OperationNonsenseprobably because nobody has money in Seattle

[@OperationNonsense]

@@rickysampson8759 lol Seattle is a major tech hub. Look up Seattle average income vs the city you live in. Seattle is very close to top of the national average.

[@juanlee337]

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

[@phoenixdown1947]

except they will not employ americans🤣

[@VortexMagus]

@@phoenixdown1947 The business makes it clear that they don't open stores in chinatown. Will be very difficult to avoid employing Americans if they want to stay fully staffed.

[@user-ml5ks8tm9w]

​@@phoenixdown1947会雇佣不过它娱乐措施对于美国人不知道美国人会不会零元购了

[@canuck21]

@@phoenixdown1947 The company still has to pay at least minimum wage that the law requires.

[@TonyAlexander1]

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

[@jjsamuelgunn1136]

finally. someone who sees the problem. the flip side of it is, there will be customers who will take advantage of their enhanced customer service.

[@zaidbaig2943]

This is whwre the tiktok dance comes from lol.

[@angsern8455]

It popularized it

[@c436zhan]

Not really, it's the other way around. They learn viral tiktok dances to attract more customers.

[@xiphoid2011]

There is a lot of blow back in China now with videos of sad and unhappy employees clearly feeling humiliated and don't want to do it. I'm surprised that this is not more commonly known in the US. I am not going there for this reason.

[@Ned-zl1qt]

@@xiphoid2011 There is not. Stop watching propaganda channels like serpentZA, Laowhy86, China Observer, etc.

[@user-ml5ks8tm9w]

​@@xiphoid2011他说是啥牛头不对马嘴，胡拉乱扯，不过抖音舞蹈是他们学习更加爆火而已

[@ivanyang2022]

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.

[@lordlee6473]

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

[@mlai2546]

I went to HDL in Vancouver and paid $50 for a meal. I feel like it's not worth it. You also have to pay for tip. $50 I'd rather go to a steak house. This place is overrated.

[@lordlee6473]

@@mlai2546 in Vancouver, they follow the North America model, of course it’s not worth it, with all these inflation. I’m talking about in China.

[@wulfychen3058]

@@mlai2546 In Asian countries like China, South Korea and Japan, if you pay them the tip, it's an insult!! In the west all they care is money money money!!

[@joeyxiaoqio8867]

Some automatically slap on 18% tips which is the lowest of the list .

[@matthewl6700]

Spoken like someone who doesn't know China. Top notch service is the exact opposite of the norm in China. Most places won't bat an eye after they seat you and the attitude is usually horrendous. Can't blame them as they get paid almost nothing. Haidilao is known specifically for going against the norm and providing good service.

[@Rollinjoint]

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

[@Ash-vt7uu]

Never knew about that but okay

[@yotaiji012]

Not really a thing in korea. Not our taste and it was a short fad.

[@dieptrieu6564]

It have only 97 restaurants outside of China, lol. It's basically non existent compare to fast food juggernaunt like KFC or McDonald

[@aloyd6157]

is a goverment business

[@katy-cat]

@@aloyd6157it’s not lol the founder escaped to Singapore once it’s publicly listed

[@seanmiller7889]

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.

[@shaozhihao]

say it😀

[@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 😂

[@MichaelPham199s]

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

[@MiniKodjo]

Service is absurdly good. Its a bit too much sometimes.

[@stvdmc2011]

you can always decline.

[@markplott4820]

NOT worth the price. prefer to serve Myself , like Mongolian BBQ. but , they cook for you. one Bowl at a Time.

[@211-qq5ho]

大家都这么觉得，在中国也一样

[@pitech4446]

last month we had 8 people eating at Haidilao, total cost $500

[@jnhkz]

yeah, Ive been to one before in Thailand. The service is real good. But the food, not that much.

[@asdfchaos]

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

[@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….

[@poshbo]

WSJ is all about business and big restaurant chains are big business

[@onuraonura]

홍보영상 수준인데

[@8bitRAM]

Are you surprised that the WALL STREET journal is interested in a recently public company?

[@epipen22]

Given the high labor cost in the US, this isn’t feasible.

[@Kevin-kd6hf]

I always mistake Haidilao's logo for Haas'

[@worldview2888]

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

[@VietCongBanNuocBuonDanHaiDanPh]

Gutter oil

[@sh1nny902]

@@rick03168that's the point of hot pot,you cook by yourself.

[@AkaB3njii]

@@VietCongBanNuocBuonDanHaiDanPh Lol your funny, it most definitely doesn't have it, especially for such a big chain that is ALREADY in other countries.

[@extremepacifist8719]

@@rick03168dipping sliced meat in a soup for 5-10 seconds must be too labor intensive for you.

[@kameronb9934]

​@@AkaB3njii 50 cent

[@jjsamuelgunn1136]

I see many people complaining about the high prices of Haidilao in US and how much 'cheaper' it is in China. Well, that's cuz they have to hire American workers to provide all those dazzling smiles, extra friendliness and over the top customer service. Yup, that's the price of giving American jobs to American workers. You can't expect the same quality customer service for the same salary you pay cheap foreign workers.

[@truthseeker000000]

Haidilao really sets itself part from the rest of the hotpot businesses in Singapore for its super friendly and very attentive and helpful staff. Plus they have wide selection of GREAT quality food. It's the only hotpot place my family and I eat at regularly. The dining experience there is such a pleasant one.

[@andrw90210]

I love the different restaurant experience that Haidilao provides is costumers. I think anyone who loves to explore chinese culture and cuisines should definitely give this place a try it’s amazing. 😎

[@ricmagik]

There’s China town in several American cities, no need to explore Chinese culture anymore, been here and done it.

[@GLL11]

Who ever says Heidi Lao not a thing in Korea is wrong. 8 locations nationwide and the wait as I went recently in Hongdae was 3 hrs.

[@TheDudeKicker]

3 hours? No restaurant is worth a three hour wait.

[@hasaki_oce4611]

@@TheDudeKicker You scan and queue. Then you can go shopping, they will text you when it's almost your turn.

[@TheDudeKicker]

@@hasaki_oce4611 Ok, that's not so bad.

[@MusicArchon]

Ptobs a hongkie or a froggie lol

[@Rode-e1o]

@@TheDudeKicker the BTS restaurant by Jin’s brother is worth the wait.

[@amyl2772]

I recently went there for a hot pot with my friends and family. We love it and keep returning for more hot pots. 👍👍

[@zhli4238]

Haidilao is in Texas. I know two locations: Frisco(Dallas area), and Katy(Houston area). They give each of you bibs with Haidilao logos on them while dining there. It's more for family fun and eating, with toys and play area in restaurants.

[@alx9099]

Meanwhile in US, they demand at least a 20% tip over a coffee 😂😂

[@purberri]

My area is flooded with hot pot restaurants already.

[@Synoopy2]

I would rather have a cheeseburger.

[@randomworld4662]

now its banned its a a threat to national security

[@timedone8502]

@@Synoopy2well I rather be healthy than being obese

[@canuck21]

@@timedone8502 If you think that mala soup is healthy 🤣.

[@tonyd822]

Hai Di Lao in San Diego is great! Service is as good as I get in Asia and some servers go well-beyond; they definitely train their staff well and is something they instill in everyone. They also continue to have new products and decorations so you don't feel bored and happily wanting more! Price is a bit high in US, especially in Cali, but the experience is worth the cost ~$50-$75 per person after taxes and tips. Now the Pandas are here, it's another cultural connection to the great province of Sichuan!

[@eastern2western]

Hot pot is fun during winter, but summer time is a major turn off.

[@jeanzhang4247]

Actually in China, hotpot spots are still pretty filled up in the summer

[@Pestsoutwest]

My family loves hot pot and shabu-shabu. We tried Haidilao in Irvine, and it was surprisingly expensive! For two adults and one child, we spent over $160 and I left still hungry. Four paper-thin slices of ribeye cost as much as an entire steak dinner at a steakhouse. It wasn't worth it, and I won’t be returning. We did get a cute mushroom toy that now runs around the house with my kid following it, but that doesn’t justify the cost of the meal.

[@super-ryan001]

Try in China next time

[@Pestsoutwest]

@@super-ryan001 I think the airplane ticket is more expensive...

[@princessjello]

Im a little more used to AYCE for ~35$ a head myself And my family also does hotpot for special meals too.

[@Editnamehere]

Americans have no problem supporting other countries than supporting local restaurants/businesses.

[@onlineuser1990]

So basically an amazing restaurant that actually treat their customers right. Cant wait

[@kmseileen]

And I hope they do! Hai Di Lao is the best. Growing up I spent my summers in China which meant my birthday, my family took me there to celebrate every year as hot pot is my favourite food and it was always the highlight! When they brought Hai Di Lao locations to Canada I was so happy!! Such a comfort place for me, brings back old nostalgic memories and also continues to make great new memories

[@yellowbug5113]

When I go to a restaurant I'm usually hungry, so I'm not sure I would be in the mood for a manicure or massage.

[@Engineering2AI]

The biggest issues with Hadilao is price, their high quality beef come at a cost and you can pretty easily spend about $100 per person. At Hadilao price point, you are competing with Fogo de Chao, that’s hard considering most people like Fogo de Chao much better

[@maemilev]

*The level of waitering service at Haidilou is exemplary! All food industries should strive to emulate this excellence.* just tell me who dislike their service?

[@OperationNonsense]

the service is good, but the gutter oil, recycled soup, and dangerous lack of food safety is a problem to consumers.

[@BoHonore785]

​@@OperationNonsense bruh if you have any evidence of any of your statements, you are gonna be rich for the rest of your life. I go to HDL every once in a while, it has always been clean and tasty for me and my friends.

[@OperationNonsense]

@@BoHonore785 clearly u don’t know China or have never been to or lived in China. That’s actually a good thing and I congratulate you for it.

[@yuning8045]

@@OperationNonsense clearly you didn't either

[@BoHonore785]

@@OperationNonsense I obtained my masters from Schwarzman College at TsingHua (which is in Beijing incase you dont know)... HDL has been quite nice in and out of China for me.

[@mnmz6934]

Definitely not the one in Cupertino, Bay Area. absolutely the worst haidilao in terms of service, price, etc. Maybe only the Chinese stores have superb service. The ones in America are not even close

[@Mr_Nobody_CA]

Agreed, we went couple years ago. It is way over priced.

[@hh0686]

got too many chinese people living in Cupertino already LOL

[@waver123]

yeah tried Fremont one, feels overpriced, not sure what's the big deal.

[@LeechUFC]

The problem is service is not always translatable. The service in Haidilao’s in China has a lot to do with culture. Staff are respectful and go out of their way to help which is common in the restaurant and retail industry in China, they just crank it up a notch. When you hire Westerners in a Western version of the restaurant that service culture cannot be replicated naturally

[@tuongchu2867]

Come to the one jn Fremont, I think service is better there. I agree it’s expensive. 2 people always come out with a $130-$140 bill

[@reginaldnand2235]

In America we call this a mall.

[@haileyw2342]

haidilao can definitely cheer you up when you’re feeling down..wish it was more affordable here in the states cuz i would go everyday 😅

[@lukew3224]

Service will be probably better than 90% than local US restaurants

[@charlesl1136]

Gimmicks don’t last with the premium pricing. Especially when it is in a low economy. It doesn’t make much sense for business profitability but rather it was used for the equity financing tool.

[@heemagauss8691]

I lived in China Guangzhou for a year , Chinese food and restaurants atmosphere is fantastic, attracting foreigners as well as Chinese 回国以后，很久没吃了火锅，好可怜 😔

[@darshanchung]

How can a company whose stock went down 85% from its peak conquer anything?

[@AlanSmith88888]

It will work in NYC, California etc. Just don't open up in Alabama or someshxt lol

[@Alalaala636]

Georgia too😂

[@mamaobama7132]

I think it will probably work in most big cities in the south too

[@jvjv2586]

Or Texas

[@TD-gt8ko]

​@@Alalaala636 nah, maybe they will open one in johns Creek etc

[@TD-gt8ko]

​@@jvjv2586 they already have restaurants in Dallas and Houston.....

[@SomeoneFromBeijing]

Calling them a "local chain" is just bonkers.

[@Jonnyrockin71]

I'm white, and my wife is Chinese. We;ve been having Hot Pot since our first date over 20 years ago. We always eat at any HaidiLao we can find. In Australia, and now in Toronto. The Toronto HaidliLao on YOng is four floors and always packed. Compared to other restaurants that are struggling to survive, HaidiLao is smashing the numbers. As well...more and more white folks are finally discovering how delicious hotpot is.

[@Synoopy2]

Only the white folks? Cmon - there must be a Indian, Iraqi or a Mexican in there somewhere that feels the same way.

[@I_am_an_innocent_man]

China is vibrant and enviable.

[@datianlongan5567]

Tried the one in Arcadia CA. Environment & service are excellent but food is about the same as the locals in the San Gabriel area.

[@papagen00]

did you get a free manicure and happy-ending massage while you waited?

[@yugalparmarofficial]

May be possible, Chinese set to rock the business with the new ERA

[@BialekChannel]

I love Haidilao! It should be in every country!

[@ctwasus2738]

It's not cheap. So, I doubt people will keep going back for the gimmicks. China's market is unique. China's chain restaurants usually don't do well outside China.

[@AcctistaZ]

Haidilao is pretty good hotpot, but there are other smaller restaurants that are much much better in terms of quality

[@kenjolno3180]

Even Chinese usually don’t go to Haidilao for meals. Haidilao is more like a place to hang out with a bunch of friends instead of a restaurant for dinner.

[@kriskalpa]

Haidilao is top quality. From my experience, none are better.

[@Dropthatboombox]

@@kriskalpa you must have very poor hot pot selection where you live.

[@jamesfranko1568]

@@kriskalpa go to Japan and there are PLENTY

[@kriskalpa]

@@kenjolno3180 I don't think that's true. Hi is always super busy IMO.

[@pewtone]

Making staff dance on request is * chefs kiss * with tipping culture. "Entertain me for your coins, peasant."

[@abdiganiaden]

As an American, food seems great. All the extra stuff cringe though

[@long2181998]

Agree. Same with whenever I stumbled on Aliexpress/Alibaba/Shein etc... So flashy and meaningless. I just want to shop and eat in peace lol.

[@joshzhang7041]

@@long2181998 i personally agree but that's just a cultural difference i suppose

[@Gixgine_the_Fool]

different taste I assume. Many gen alpha has no discomfort with cringe stuff, they even embrace it. At least that's what I see on the internet. Young ladies also likes to brag to their friends when they go to an expensive restaurant, and this cringey stuffs are great as a bragging materials.

[@chrislee5685]

I remember at American Salt bay dirty salt got all the hype and people willing pay premium to eat there.

[@SanSantable]

The one i try in Sydney is quite normal. So they are really established based on local customers preferences.

[@JeanGunnhildr88]

Their service are top notch..

[@willarddu]

As a Chinese, I’m speechless. No one worries there are too many Starbucks, Pizza Hut, KFC, McDonald’s, Taco Bell… why do you make a title using ‘conquer’. You do want to portray Chinese as enemies?

[@jamesng2798]

lack of confidence in the west

[@anonimosu7425]

conquer is really commonly used to describe businesses breaking into new markets though

[@willarddu]

@@anonimosu7425 it’s an aggressive way to say it. Participation is not equal to conquer

[@anonimosu7425]

@@willarddu Different people different interpretation ig

[@willarddu]

@@anonimosu7425 but it doesn’t guarantee everyone’s interpretation is correct

[@haroldpierre1726]

Been there after midnight!! They were awesome!!! I would hope this place spreads all over the US.

[@miaomiaotoo]

😂be careful of “ overcapacity “

[@pechorin5842]

Haidilao's food is just medicore. Its selling point is "over-service". If you are hoping for great food, it is not the place for you.

[@AceChina]

I mean, it's decent. Good place to bring a date.

[@asdfchaos]

Can you explain how it’s mediocre? It’s fresh food you cook yourself. So are you saying something about your cooking ability or is it the ingredients?

[@pechorin5842]

@@asdfchaos If you think hot pot is all about "DIY water-boiled food" then you know nothing about it. Hotpot is a combination of soup、ingredients and dipping. You are not "cooking it yourself", you are eating it in a specific way. Haidilao is basically a fast-food chain in the hot pot business. Everything in its soup is from pre-made package. It is OK, but not amazingly delicious. I prefer locally owned hot pot resturant.

[@asdfchaos]

@@pechorin5842 I agree that the soup is premade. So you just don’t like the soup? And I disagree that there’s a specific way to cook it. You can cook it however you want in the soup. The dipping is also DIY. If you dislike it, that’s on you because you made it yourself. If you dislike the soup, you’re just the unpopular opinion.

[@pechorin5842]

@@asdfchaos I don't think you can comprehend my point since you clearly haven't eaten a real hot pot in the restaurant before. Do you really think you "made" the hot pot soup in the restaurant? Do you also like to drink the soup? lol

[@NotKimiRaikkonen]

Super Hi has a market cap of 860 million, am I missing something here, are you using a different currency?

[@FreshSmog]

That's nice and all, but you could also reserve a table at any restaurant and visit your favorite nail salon 2 hours before that.

[@timfei8435]

The purpose of those extra services is to make you busy while wait for a table, that’s why they are FREE of charge and paid by the restaurant. Depending on the market regulations, most of services are not available in the US

[@exasealcn]

At the very start of Haidilao there wasn’t any manicure or babysitting nannies. The only thing you can do while you wait is to eat the free snack provided at the waiting area (which are extremely good!). Then the restaurant recognized that the queue are getting too long, so they added manicure, massages or even provide a free set of traditional Chinese clothing for customers to wear and take photos while they wait. Then they realized that the amount of toddlers being brought into the restaurant and causing all sorts of chaos and inconvenience for the customers. So they added free babysitting services to give the families and other customers a peace of mind while they eat. The point is, this restaurant chain puts the customers on the forefront and evolve quickly by their needs, and that’s why we keep coming back to it❤

[@fazlisubhan6910]

I really enjoying Haidilao each and every week, there services are amazing and what a delicious taste ❤

[@matthewl6700]

Most Americans aren't willing to wait 1-2 hours for a meal unless they've specifically traveled somewhere for that purpose. This is one of the cultural differences they're not taking into account. Also, the news in China recently is that this chain is bleeding cash.

[@Synoopy2]

So how come you hit the nail on the head. People complain when they have to go to Hardee's and have to pull over to the side and wait 10 minutes at the drive thru.

[@VortexMagus]

I live in America and I'd happily wait 1-2 hours for a meal if I got massages and entertainment and free childcare for my kids.

[@yacir]

What i want to know is, is this a paid for promotion from WSJ? Was i watching an ad?

[@misici]

I live in Shanghai and HaiDiLao here is amazing. The servers will do anything for you. One time our server went to another restaurant to buy a specific tea for a friend of mine who wanted it. My other friend eats there alone so they always put a big teddy bear in the opposite seat so that he has someone to eat with. It’s always an amazing experience and the food is delicious.

[@Waingro808]

What VPN you use?

[@chris.asi_romeo]

Clever customer service.

[@shawnlu6080]

As a Chinese, even in China , I won’t try HaiDiLao. It’s expensive and the food is just way from any WOW. You pay for the money mostly experiencing the service, not the food. So it’s up to what you want.

[@adamsaciid4919]

only your opinion.

[@Droggo972]

I agree , you’re paying for the name not the food

[@shawnlu6080]

@@Droggo972 Absolutely.

[@Riri_734]

Yea, my country has substantial chinese population so we have a lot of local hot pot outlets. They're cheaper for way better food. You're just paying a premium for HDL brand name and service. I rather spend that money for better quality food.

[@shawnlu6080]

@@Riri_734 Totally agreed

[@littlesame]

This restaurant is legit top with their food, service (rarely can be said for China-origin businesses) and waiting in line is not a drag, hope they open more throughout the US

[@Sjalabais]

"Making up nearly a quarter of revenue"...21% is a fifth.

[@benmckinney2941]

"Nearly "

[@dfsdh432v9]

wsj: excuse me , 5th is 20%!

[@justalex6301]

I guess the most accurate would be a tad bit over 1/5.

[@benmckinney2941]

I think people are supposed to get the general idea and not be OCD about it. You can look at it and tell what they're saying easily.

[@drleishaobo]

Yeah, a fifth is nearly a quarter.

[@heckintosh2994]

Suggested re-title: "This self-reported $9B Chinese Restaurant Chain wants to bring tip-free service culture to the U.S."

[@nsebast]

Haidilao has better service than 5 star restaurants. They are the best in service. Taste wise, many hotpot restaurants are equal but haidilao value is comparable.

[@user-cm8zs2px7f]

You’ve never been to a 5 stars restaurant to stay that. Oh by the way, the reference of restaurants rating is Michelin guide, and the max you can have is 3

[@nsebast]

@@user-cm8zs2px7f Lol I have been in restaurants where when you drink is half full the server start filling your cup again. Haidilao may not do that but their aprons, blanket, toys, free snacks while you wait, free ice cream, you can get your nails done etc all at a reasonable price is uncomparable. Which 5 star or 3 star restaurants do that? They are the best in service hands down, no one comes close.

[@rebeltheharem7028]

@@nsebast Thanks bro. How much did they pay you to promote it? I would like to get in on that too. It'll probably be too expensive in the US though, considering minimum wage in most places with chinese enclaves is like $15+.

[@nsebast]

@@rebeltheharem7028 In USA, I think the bill/person should be $50/$60 at least to cover the same benefits.

[@marshmallowcello7528]

So basically a Chinese Fridays.

[@albear972]

Having a nail salon inside a restaurant sounds nasty.

[@jaker3151]

There are toilets in every restaurant, is that nasty too? 🙄

[@duinay3]

The women might disagree 😂

[@AdamBechtol]

The smell of nail polish makes me nauseaous.

[@AndreaDoesYoga]

Impressive strategy, Haidilao! 💪 I hope it works in the U.S.

[@afterglow5285]

USA also have places with massages for customers where waiters dance on request, the food is no good but i can drink beer.

[@youaremyjoy2]

For me, this is a lot of noise.

[@kriskalpa]

It's an AMAZING place. The issue is, it works with Chinese staff. I'm not sure staff outside of China would perform to the same standards.

[@daveb2280]

Most Americans don't even want to step food into a restaurant. They have their food delivered to them.

[@AdeleiTeillana]

😂 Somebody hasn't been to a restaurant since COVID 🤡

[@jsong8584]

I heard Haidilao's success came from their focus on the welfare of employees. The more you care, the more employees work hard for your success. I hope this kind of culture spreads out on a global scale.

[@user-rh6ru5oz2o]

They were caught with facial recognition cameras in Canada a while back

[@exasealcn]

You will be blown away if you know that they track a simple record of every returning customer. Their preferences like which free drink they always take so the waiter know what to ask, do they drink the soup or not so they can prepare fresh bowls to ask if they would like some soup. Even tracks a simple description of their appearance so the new staff can learn and provide the right services. Cameras serves the same purpose! Quite a norm in China, but people outside don’t seem to appreciate it. I don’t understand why it should be something to be ashamed about that it needs to be to described as being ‘caught’ of using when it helps providing better service and security as well.

[@derontanzil6939]

dont forget that the food it self is really good

[@infinite_vortex]

so, Chuck E Cheese with a nail salon?

[@rudydarwin2408]

Haidilao is currently one of the best restaurant for its service in Indonesia.

[@__________5737]

Cool but I just don’t see how they can afford those amenities here. A day care giver is probably dirt cheap in China…here not even close.

[@davidliu2243]

I literally just had HaiDiLao for dinner just now. Their service is top-notch.

[@acaciazzz]

Almost all the perks like nails, nannies, dancing, is only in Asia

[@TheTinyRedDot]

wrong, they are very much in Singapore as well.

[@wangshuokevin]

yeah not gonna happen in the states due to high labor cost

[@adamsaciid4919]

@@TheTinyRedDot isn't singapore in asia🤔

[@TheTinyRedDot]

@@adamsaciid4919 OP typed China before editing to Asia

[@adamsaciid4919]

@@TheTinyRedDot oh really!

[@truth_teller571]

BS. I went to Haidilao in San Diego, CA and it was nothing like this. I found it overpriced, restrictive, and customer service was slow. I only went there once and didn't go back. There are better hot pot places in town and none of the amenities shown here were being offered at this location. It was pretty much an overpriced average hot pot place.

[@DgThao]

the biggest challenge is holding the high standard of people service while entering the market, if you ever come to whatever location in SEA or China I'm pretty sure you might questions why you had to pay 20% service charge in the US

[@maxjek2374]

I term Haidilao's hotpot as north Chinese food. The owners (a married couple) of it are now Singapore citizens. They used to be from mainland China. The manicurist in the yellow dress appears to be in their outlet in Singapore because she's wearing a sarong kebaya (a traditional dress of Singapore, Malaysia and Indonesia).

[@sagatuppercut2960]

I found out about hot pot 10 years ago. Just a few years ago, I actually saw a hot pot restaurant in Temple City, California.

[@asdfchaos]

There’s plenty of hot pot restaurants. You can make it a home as well

[@bleedoutmusic]

@BlondieinChina I see you! 0:36

[@AcAlvin]

The wages are some of the highest for waiter, of course the services are good. In Msia, waiter get around RM3000 a month, meanwhile minimum wages here are RM1500.

[@AlmightyG1969]

I wouldn't trust any food out of china.

[@youarebeingtrolled6954]

Why not? Your already bald😂

[@chikabiche7192]

That's rich coming out from a western guy like you.

[@asdfchaos]

Okay? I don’t see how this comment has anything to do with a restaurant opening in the US

[@matreen427]

I’m sure HDL will do well in America. Their food and service level is top notch.

[@cheec8548]

HDL is based in Singapore. The service in HDL is insane.. my son was running a fever and we asked if the waitress if they have a thermometer. They couldn’t find one and the waitress bought 1 at the nearby shop and gave it to us…

[@iczerone2000]

What are you talking about?? HDL is not based in Singapore! It's based in Beijing!

[@user-nini19999]

if it in china.it will be banned by us

[@cheec8548]

@@iczerone2000 then you probably need to check where the owner is based..

[@iczerone2000]

@@cheec8548 Then you need to check where the headquarters is. And it’s not based in Singapore! Just because the owner has a Singaporean citizenship! Doesn’t mean his business is based there

[@cheec8548]

@@iczerone2000 well, if you like to look on papers then yes, it’s in China. If you are the owner where will you keep most of your assets and money? Singapore or China?

[@somerandomfella]

Umm. Just let me eat my food in peace please.

[@marcstein2510]

So chinese companies are allowed to sell in america like tiktok and this company but american companies like google facebook whatsapp youtube are not allowed in china. Seems very fair…

[@jerryluan9106]

if FB, google, whatsapp put their Chinese user data in the data center within China like tiktok put its US user data within US, or like Apple put its Chinese user data within China, they are free to open business in China

[@pohanahawaii]

​@@jerryluan9106: 😴 That's not possible due to the complete and total control CCP have over every aspect of business and life in China including speech and information.

[@pandabadminton]

@marcstein2510 Are you saying that McDonalds, Burger King, Pizza Hut, Subway, Starbucks, and KFC don't exist in China?

[@pohanahawaii]

@@jerryluan9106 : Can't, because all is controlled by CCP especially info, data, speech.

[@pohanahawaii]

@pandabadminton: 🍕🍔 ALL American-owned companies, including those fast food chains you mentioned, must also have at least one "Chinese partner" in order to be able to do business in China, not to mention, forced to share technology, business know-hows, etc. Not fair.