Category: Hai de Lao

Personalized service (even if it’s low-key) attracts customers

About a year ago, I wrote about how Hai de Lao, a popular chain of “hot pot” restaurants in mainland China, has used above-and-beyond personalized customer service to differentiate itself from its competitors. While the Hai de Lao experience is

Read More

What brings your clients back? Is it what you sell or is it your customer service?

The Hai De Lao chain of hot-pot restaurants in China takes the customer experience to a whole new level. Merge shares her first-hand experience and asks a question that leaders everywhere should be asking themselves.

Read More