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服务业要真正善待消费者

2017-08-29 09:00:48   中国青年网

服务业要真正善待消费者

□ 本报评论员 华智超

一度被视为服务业明星的海底捞,近日因食品安全卫生问题被推上了舆论的风口浪尖。但舆情的转折让人始料未及。随着海底捞发布致歉信及处理通报,网络口碑飞速从负面反转为正面,还有不少网友与自媒体为其“点赞”。

消费者“点赞”的是海底捞真诚致歉的态度:被曝光4小时内,海底捞火速积极应对,没有变成鸵鸟,也没有试图掩盖问题。这种敢于承认错误的态度的确值得赞赏。但是错了就是错了,如果赔礼道歉就能获得原谅,就很可能一错再错。

危害食品安全的行为,折射出的是服务业对待消费者的恶劣态度。现在很多餐饮服务企业,把对待消费者的问题,变成了一个品牌形象包装、舆论公关的问题。坦白地说,他们不是真正地想为消费者服务,而是拼命装出体贴入微的样子。如果骨子里并没有把消费者当成一个尊重、善待的对象,出现食品安全问题就是必然的。

服务业都口口声声说“消费者是上帝”,其实只是在看得到的地方,尊重消费者的需求;在看不到的地方,比如后厨,就把消费者当成愚弄的对象。如果所谓的改进服务,只是为了打造企业自身形象,只是为了经营所谓的服务品牌文化,那这最终只是一种更高明的营销手段,其实跟尊重消费者没有关系。

在海底捞被曝光以后,许多消费者仍然保持忠诚度,不是因为他们不关心自身的安全,而是因为其他的餐饮店可能更差。如果海底捞还算“良心企业”,那么可想而知,整个餐饮行业的后厨存在多么严重的问题。作为消费者,既然外出时需要饮食消费,就只能“睁一只眼、闭一只眼”。这并不代表消费者内心不计较,只不过是无奈地接受了饮食环境恶劣的现实罢了。

服务品牌文化能否深入人心,不仅在于看得见的宣传和表现,还取决于看不见的质量和安全。在看得见的地方苦心经营,与真实情况大相径庭的形象,总会存在被揭穿的风险。只有在看得见和看不见的地方,能始终表里如一,尊重和善待消费者,服务业才能得到长足的、健康的发展。

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