Then he typed the following into the bulletin board:
“Dear customers, in order to thank you for your continued support, Wang’s Hotels has launched a ‘Member Exclusive Offer’ event! Register as a member to enjoy exclusive discounts and points redemption gifts, and have the opportunity to participate in lucky draws! Come join us and enjoy more discounts!”

After finishing the input, he lightly clicked the “Preview” button, and the page jumped. His eyes quickly swept across the page, carefully checking the layout and links. He did not let go of the size of each picture, the spacing of each paragraph of text, and the direction of each link. After confirming that everything was correct, he turned to his assistant Xiao Liu who was sitting at the next workstation and said, “Xiao Liu, contact the three food bloggers you worked with before, send them the event information, and ask them to promote it today. Act quickly and make sure they can publish it in time.” Xiao Liu is a young man who just graduated and is full of energy at work. After hearing Chen Yu’s instructions, he quickly opened his email and replied while typing on the keyboard, “Okay, Manager Chen, I’ll send it now. I’ll confirm the release time with them again to ensure that there are no mistakes.”

Ten minutes later, Chen Yu’s phone vibrated. He picked up the phone and heard a blogger’s voice: “Manager Chen, we have received the event content. We will post it here, but what are the specific prizes for the lucky draw? As you know, fans are very concerned about the prizes, so we have to tell them the details.” Chen Yu had long expected such inquiries. He took out a list of prizes from the drawer calmly, cleared his throat, and read: “The first prize is a free meal for two, the second prize is a customized tableware gift box, and the third prize is a voucher. The detailed rules have been attached to the email, you can take a closer look. If you have any questions, please tell me at any time.” The other party responded: “I understand, we will arrange it right away. This event looks very attractive, and I believe it will bring you a lot of traffic.” Chen Yu smiled and said: “Then I’ll leave it to you. I hope to use your influence to let more people know about our event.”

Half an hour after the announcement, the number of comments on the social media background began to soar. Chen Yu always pays attention to the background dynamics. He refreshed the page and saw the first comment pop up: “I have already registered as a member, looking forward to more discounts!” He clicked the like button and a relieved smile appeared on his face. Then, another comment read: “Support all Wang’s restaurants, the dishes and services are great!” Chen Yu looked at these positive comments and felt a sense of accomplishment. However, suddenly a questioning message appeared: “The gifts exchanged for points are too ordinary, can you add some practical options?” Chen Yu’s smile disappeared instantly. He realized that this was an issue that needed attention, and immediately replied: “Thank you for your suggestion! We are preparing more redemption categories, and the list will be updated next week. We will definitely bring you more surprises.”

The office door was pushed open, and the waiter supervisor Zhang Ting poked her head in, looking a little anxious and said: “Manager Chen, there is a customer at the front desk asking how to check the balance of membership points.” Chen Yu stood up and walked to the front desk, and saw a man in a light blue shirt flipping through a brochure. The man looked to be in his forties, wearing a pair of black-framed glasses, and looked very gentle. Chen Yu stepped forward and explained with a polite smile: “Sir, you can check your points in real time by scanning the QR code on the back of your membership card. The operation is very simple, I will show you.” The man took out his mobile phone, followed Chen Yu’s instructions and operated it twice, nodded and said: “I found it, it’s very convenient. Your event is quite interesting, but I don’t know if there are many things that can be exchanged for points.” Chen Yu quickly introduced: “Currently, points can be exchanged for some practical gifts and coupons. In the future, we will continue to enrich the exchange categories, which will definitely meet your needs.”

At nine o’clock the next morning, Chen Yu walked into the conference room with a printed data report. There was an oblong conference table in the conference room, with chairs neatly placed around it and a huge whiteboard hanging on the wall. The projector was turned on, and a line graph of member registrations was displayed on the screen: the number of registrations on the first day exceeded 300, and fell back to 150 the next day. Chen Yu pointed to the chart and said with a serious look: “Look, everyone, the traffic is concentrated within six hours after the event is released, and continuous stimulation is needed in the future. We have to think of a way to keep the event hot.” Xiao Lin, an intern in the marketing department, raised his hand and said nervously: “I observed in the comment area that 27% of the questions are concentrated on the points rules. Do we need to optimize the explanatory copy? I think it may be that our rules are not clearly stated, which leads to everyone’s questions.” Chen Yu felt that Xiao Lin’s suggestion made sense. He wrote “FAQ (Frequently Asked Questions)” on the whiteboard with a marker, turned to the copywriting team and said: “Before leaving get off work today, sort out the top ten high-frequency questions and make them into pictures and texts and post them on the official account. It must be concise and clear so that customers can understand it at a glance.”

At this time, Wang Jianye pushed the door open, holding a ceramic teacup in his hand. He was wearing a neat suit, his hair was neatly combed, and his eyes were calm and wise. He glanced at the data and asked, “Has the complaint rate increased? During the event, we must pay special attention to customer feedback.” Chen Yu turned to the last page of the report and said seriously, “We received 8 feedbacks about the saltiness of the dishes, and 3 complaints about the long waiting time.” Wang Jianye blew away the floating leaves on the teacup, thought for a moment and said, “Check the specific table number to see which time period it is from. We need to analyze whether it is a problem with the chef, or there is a problem with the standardization of the dishes, the long waiting time is due to too many customers, or the unreasonable scheduling.”

At this time, Ms. Li, a senior employee of the marketing department, said: “I think we can initiate interactive activities on social media, such as asking customers to share their dining experience in the restaurant. Participation will earn points. This will not only increase the popularity of the event, but also collect feedback from customers.” Chen Yu thought this was a good suggestion and nodded in agreement: “Sister Li, this is a good idea, let’s do it. If you have any other ideas, please raise them.” Everyone started discussing one after another, and the atmosphere was very lively.

After the meeting, Chen Yu returned to the office and immediately began to arrange the details of the interactive event. He contacted the technical department and asked them to develop a simple sharing page for customers to upload their dining experience. At the same time, he and the copywriting team wrote the promotional copy for the interactive event: “Dear members, share your unique dining experience at Wang’s All-Series Hotel and you will have the opportunity to win points! Come and participate to let more people know about our food and service!”

After the event was launched, it caused quite a stir. Customers shared their dining photos and feelings on social media, some praising the delicious dishes and some praising the thoughtful service. Chen Yu was filled with joy when he saw these sharings. However, there were also some negative feedbacks, such as customers complaining that the sharing page operation was not smooth enough, and some customers said that the points reward was too little. Chen Yu immediately recorded these problems and communicated with the technical department and relevant persons in charge to resolve them.

In the process of solving the problem, Chen Yu and his team members continued to discuss and find better solutions. They optimized the design of the sharing page and simplified the operation process; at the same time, they also increased the amount of points reward to attract more customers to participate. After some efforts, the interactive activities gradually got on the right track, adding a lot of popularity to the member-exclusive discount activities.

As the event continued, Chen Yu had to deal with a lot of information and questions every day. Not only did he have to pay attention to the dynamics on social media, but he also had to coordinate and cooperate with various departments to ensure the smooth progress of the event. He often worked late and the lights in the office were always turned off late at night. But he had no complaints because he knew that this event was crucial to the development of the hotel.

A week later, Chen Yu sorted out the data again and found that the number of member registrations had increased again, and the interactive activities had also achieved good results. He compiled the data into a report and prepared to report it to Wang Jianye. At the report meeting, Chen Yu gave a detailed introduction to the progress and results of the activity, as well as the problems encountered and their solutions. After listening, Wang Jianye nodded with satisfaction: “Everyone has worked hard during this period. The activity has achieved initial success, but we can’t let down our guard. Next, we must continue to optimize the content of the activity and improve customer satisfaction.”

…In the kitchen of Wang’s All-Inclusive Restaurant, the bright lights illuminate everything on the workbench. At the same time, Master Li was standing in front of the workbench with six clean small bowls in front of him. With a focused look, he carefully took out the sauce samples sent by the Malaysian supplier from the refrigerator. These sauces are the focus of his research during this period, and they are related to the further improvement of the taste of the dishes. Master Li picked up the stainless steel spoon and scooped the sauce into the small bowls one by one, his movements were skillful and steady, and then he marked the bottom of the bowls with a marker.

Kitchen helper Xiao Wang came over hurriedly with a clipboard in his arms, handed it to Chef Li, and said, “Chef, this is the list of dishes that customers complained about last week. Kimchi pot and spicy rice cakes were mentioned the most.” Chef Li took the clipboard, glanced at it quickly, frowned slightly, and nodded gently, “Okay, I see. It seems that we need to focus on improving these two dishes.”

Master Li put on his glasses, his eyes behind the lenses revealing determination and concentration. He poured sauce No. 1 into the wok, the flames jumped up, he quickly poured in the sliced ​​pork belly. The wok instantly made a “sizzling” sound, oil splashed everywhere, a few drops splashed on his apron, he subconsciously took a half step back, but the long chopsticks in his hand did not stop, quickly stir-frying the meat slices, and at the same time loudly instructed Xiao Wang: “Record: Sauce No. 1 is carbonized too quickly, the heat needs to be adjusted. The characteristics of this sauce must be understood, otherwise the taste of the dish will definitely be affected.” Xiao Wang hurriedly recorded on the recording board.

Time passed by, and the kitchen was filled with the aroma of various ingredients. Two hours later, Wang Jianye walked in, lifting the plastic door curtain. As soon as he entered the door, the smell of chili hit him, and he couldn’t help coughing. At this time, Master Li was concentrating on putting the fifth version of the improved kimchi pot on the tasting plate. Hearing the sound, he said without looking up: “Try this, add 10% applesauce. I think applesauce can make the taste richer and the texture softer.”

Wang Jianye walked to the operating table, picked up the chopsticks, picked up a piece of tofu and put it in his mouth. He chewed it carefully for a while, with a thoughtful look on his face. Then he said, “The sour taste is indeed softer and it tastes much better, but it’s not spicy enough. The kimchi pot still needs to be a little spicy to be tasty.” After hearing this, Master Li picked up a pen and crossed out a line in the notebook, saying, “Let’s try the sixth version tomorrow and increase the proportion of Thai chili to 15%. Let’s see the effect. I don’t believe that we can’t make a taste that satisfies customers.”

Wang Jianye tasted a few more side dishes and gave some detailed suggestions, such as adjusting the cooking time of vegetables to keep them crisp and tender. The two discussed the improvement of kimchi pot for a while before Wang Jianye left the kitchen. Before leaving, he reminded Master Li: “Thank you for your hard work, Master Li. Customers are becoming more and more picky about taste. We have to keep improving.”

At three o’clock in the afternoon, the sun shines through the restaurant windows into the lobby. Twenty waiters line up neatly in the restaurant lobby, standing tall. Chen Yu holds a laser pen in his hand and stands in front of the team. The red dot of the laser pen moves on the flowchart on the projection screen as he explains. “From today on, member customers will be given the golden menu first after they sit down. Please note that ordinary menus use clips, and member menus must be handed over with both hands. This is not just an action, but also reflects our respect for members and exclusive service.” Chen Yu’s voice is clear and powerful, echoing in the lobby.

The newly hired waiter Xiao Yang raised his hand with a hint of confusion on his face, and asked: “If a customer presents a membership card and a group purchase coupon at the same time, which one should be used first? I’m afraid I’ll make a mistake and upset the customer.” Chen Yu smiled slightly, switched the PPT page, and patiently explained: “See Chapter 8. In this case, you should actively remind customers to choose a more favorable plan. For example, if the membership discount is 7% off and the group purchase coupon is % off, it is recommended to use the group purchase coupon first, and points will be accumulated as usual. We have to consider from the customer’s perspective and let them enjoy the greatest benefits.”

At this moment, Zhang Ting suddenly ran in from the kitchen, holding a temperature gun in her hand, and said anxiously: “Manager Chen, the customers at table three reported that the temperature of the seafood pot was not high enough.” After hearing this, Chen Yu’s eyes lit up, and he turned to everyone and said: “This is a live case. When encountering this situation, what is the correct process? Everyone, think about it quickly.”

Senior employee Zhou responded quickly and raised her hand to answer: “Apologize immediately, replace the dishes within five minutes, and give away a fruit plate. This is what we trained before. We need to let customers feel our sincerity in solving the problem.”

“That’s right.” Chen Yu pressed the stopwatch. “Now let’s do a simulation. Xiao Yang will be the customer and Sister Zhou will handle the complaint. Everyone, watch carefully. This is also an opportunity to learn.” (End of this chapter)