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For the Chinese restaurant chain Haidilao, one of the secrets to keeping customers happy is to provide extra services, such as manicures and pedicures. Some people actually prefer those to the food.
“I find Haidilao’s special services so entertaining,” Shang Feifei told The New York Times. “Like the free pedicures, the photo printing machine, Chinese chequers and origami.”
Haidilao, China’s favourite restaurant chain, sometimes sees customers waiting in queues for hours to get in. It already has locations in California and New York, and is planning to expand even further. But not everyone agrees that food and personal care services belong in the same space.
Joel Silverstein, CEO of the restaurant consulting firm East West Hospitality Group, is horrified by the concept. “It was disgusting that people were waiting [for food] and having their nails clipped,” Silverstein commented. “But the thing I’ve learned about China is Chinese people love over-the-top service, as long as they don’t have to pay for it.”