海底捞 － A distinct mark in service quality (game-changer)

Interestingly. When a game changer enters a market - it makes everything pale in comparison. The company builds brand loyalty, commands higher margins, keeps people happy and does it all right.

The entire experience at 'Hai Di Lao' from start to end was tended to ~ this was not just a dinner session where you sat down, order food, paid and leave. 

Taking a queue number at 6pm, the waitress informed us it would be about an hour wait, pretty reasonable given the crowd size and the stories of booking (2 weeks to 1 month in advance).

The entire experience starts the moment you take your waiting ticket.

Waiting area:

1. Manicure for girls
2. Fruits and snacks for everyone
3. Constant service staff attention to provide more food and drinks
4. Ipad ordering with pictures, prices, table number etc. (Menu in both English and Chinese). 
5. Crane folding session taught by one staff which can earn you some discount

Dining area & Staff

1. The layout was so posh you wouldn't think you were in a suburban mall, sparing no expenses to treat you like "royalty", we were promptly seated and our food orders started arriving shortly.
2. Throughout the meal, the staff constantly filled our drinks (expected experience)
3. Key attention to detail: There was a ladle hook that held your ladle in place so that your food would not be "lost" in the soup
4. Ziplock bags for handphones and aprons for customers would prevent soup from splashing on them.
5. When the staff topped up the soup, she covered the upper part of the kettle nose to prevent the soup from splashing on customers.
6. Even when we feedback/complain on some noodles being made too thick, they quickly offered to make a free set and offered it with a smile.

Fresh food and vegetables

Food quality

1. Soup was a tasty broth of Szechuan and chicken broth (was an interesting tasty mix and the spicy taste was not too overwhelming)
2. Generous portion of fresh food (beef, pork and fish) and vegetables

Overall experience

While the bill came up to $38/pax which can be considered quite pricey for meals, I could certainly see why this place was so unique. They truly knew how to build brand loyalty through reinventing the dining experience. It would be great for all Singapore service companies (Banking, F&B, Retail, Hospitality to consider learning from this 5 star steamboat restaurant who gets it right on almost all accounts). I would definitely be back some other time.

Red Tilapia