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人民网评:食品安全人命关天,没人能够蒙混过关

2017-08-28 09:22:53   中国青年网

日前,海底捞两家门店被媒体曝光存在食品安全问题。与以往该类事件迅速激起舆论风波不同,海底捞在受到网友谴责的同时,也因其致歉和整改态度赢得一些网友的宽容,甚至被称赞危机公关做得成功。然而,“一纸声明”真能让食品安全污点“一笔勾销”,企业打出的“真诚牌”真能成为“免死金牌”?

媒体曝光的消息发出后,海底捞在其官网和新浪微博连发两封致歉信,同时在对涉事两家门店的处理通报中公布了整改措施。有网友称赞海底捞的行为“很负责,有担当”,甚至将海底捞的应对表现评价为“一次成功的危机公关”。

表面看,一纸声明似乎让“剧情反转”,不仅使食品安全事故这一事实核心模糊了焦点,避免了落入批判谴责的舆论漩涡,还因其表现出的致歉态度获得点赞。看似“高明”的危机公关背后,实则埋下巨大的隐患:如果今后食品企业都认为,只要一份态度诚恳的声明,就能让自己从风口浪尖全身而退,那么,企业又如何能做到加强自律,保障食品安全?

从应对此次事件的做法中,不难看出海底捞拿出一贯对待顾客的“制胜法宝”——“真诚”。然而,若真的将顾客奉为“上帝”,又怎会突破食品安全底线,无视顾客健康安全?如此,我们不禁要追问,以往那些热情周到的服务,究竟是“真诚”还是“套路”?

海底捞的食品安全问题并不是个例。近年来,食品安全事件难逃曝光,监管和处罚力度不断加大。食品安全关系人民群众健康和生命安全。保障食品安全,关系健康中国建设,关系增进人民福祉。保障食品安全,需要社会共治,这其中,企业负有主体责任。餐饮企业的老板,更应主动担负起主体责任。长期以来,海底捞以极致化的服务体验,博得不少消费者的青睐。但是,餐饮行业的服务,不能仅限于前台和表面,面上的功夫再好,还得底子来撑。火锅口味如何,食品是否安全都是关键。因此,海底捞致歉信表面上反映出的“很负责”,不能完全抵消运营中的“不负责”。

实际上,这一次,虽有一些网友选择原谅海底捞,仍有部分网友“不买账”,坚持“食品安全零容忍”。形象的建立和维护,靠的绝非一时的公关,而是持之以恒的表现。不看声明,看行动。接下来,就看海底捞如何将今天的表态变为实践,如果今后在食品安全问题上再出现懈怠和反弹,那今天的道歉、通报,就都是“假把式”,而非“动真格”。

而其他企业,更不必将海底捞的这次公关行为奉为“教科书”。服务态度只是锦上添花,食品安全才是生存之本。如果“本末倒置”,终有一天会给自己“打脸”,也终将失去消费者的信任。

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