Every morning at half past eight, she will open the door of the "Dongxing Tower" restaurant - even though she is supposed to go to work at nine o'clock; and then give her colleagues a smile, a "love before the tune is completed" "smile.
Every night at 10:30, she would close the door of this restaurant, leaving behind a string of sweet smiles, a string of smiles "dyed with the color of spring water in the south of the Yangtze River".
Every day, she has to serve tea, dishes and wine for Chinese and foreign guests, leaving them with a smile, a smile like "hibiscus comes out of clear water, and the carvings are naturally removed".
Colleagues say that Master Yang really knows how to laugh: she smiles when customers come in; she smiles when customers leave; she laughs when business is at peak; and when customers find faults and get angry. She can still laugh.
Foreign guests said that Ms. Yang is simply a "smiling angel"!
I’m sorry, why is this ordinary waiter so smiling? If the famous American movie star Stallone, who plays Rambo in the film "Last Blood", never smiles, it is because of a head injury he suffered as a child and improper treatment by a crappy doctor that damaged his nerves. , then, why does the 30-year-old waitress standing in front of me always provide first-class service with a smile?
"Xiao Yang, since he joined the work, has always strived to be advanced. He has been rated as a city and district youth assaulter, service pacesetter, March 8th red flag bearer, Beijing labor model, and national commercial system labor model for many times. "Did all of this come from your smile?" I inspired her thoughts.
She smiled: "I have nothing to say, that's what I should do."
"Don't make reporters anxious, we won't do anything for you, you can say it yourself Say it!" Secretary Kan Cunli of Dongxinglou Restaurant advised her.
"Our Dongxinglou Restaurant is a first-class restaurant for receiving Chinese and foreign guests, and it is also the first of the 'Eight Buildings' in Beijing. In the eyes of foreign guests, I am China; in the eyes of outsiders, I am The capital. The quality of our work is directly related to the honor of the motherland and the capital." At this point, she smiled again. However, when she talked about the honor of the motherland and the capital, her smile was no longer shy, but a confident and proud smile.
One day, there was a private room on the second floor of Dongxing Building. The "ladies' banquet" of the Japanese Embassy in China is about to begin - the wives of two diplomats will return to China with their transferred husbands. Before leaving Beijing, they chose Dongxing Building to hold a farewell banquet. The ladies of the embassy almost All are here.
As the saying goes, three women make a show, and this table full of Japanese ladies was even more lively, laughing, noisy, and singing softly, filling the whole room. Suddenly, a gentle mezzo-soprano was inserted into the dissonance: "Congratulations to the two ladies on their return to China!" As soon as the words finished, flowers were delivered to the two ladies - Xiao Yang appeared with a happy face.
What a vivid face that is, what a charming smile! It reminds the ladies of Mona Lisa, Venus, the gently swaying acacia trees in Ueno Park in Tokyo, the gentle breeze blowing from the tops of cornflowers and dandelions on the gently rolling grasslands of Kanto. A white cloud drifts quietly over Hakone.
The dishes prepared by Miss Yang are also very suitable for the ladies' taste: crisp and tender, oily but not greasy, and fragrant but not annoying. They ate like crazy.
When the dishes were served, Xiao Yang, on behalf of Dongxinglou, gave each of the two ladies a small gift: a jade dragon-shaped chopstick holder. Xiao Yang said: "The dragon symbolizes China. When you return to China, when you see it, you will think of China!" All the Japanese guests present were moved. How could they forget China, how could they forget Miss Yang’s smile? This beautiful smile will accompany them when they leave, and will nourish their dreams for a long time.
At first, Xiao Yang didn’t smile so well, nor could he smile with such charm.
That time, the master was away, so she had to receive foreign guests alone. She anxiously sent a question-marked smile, and the subtext was clearly "thrush is dark and light?" A foreign guest said in English: "Please bring some soy sauce." Xiao Yang Jing was confused. She guessed from the foreign guest's gestures that he wanted condiments. She brought vinegar, and the foreign guests shook their heads; she brought MSG, salt, and pepper, but the foreign guests still shook their heads. She brought butter, soda water, and soy sauce, and the foreign guests were happy. He pointed at the soy sauce: "Yes!" The smile on Xiao Yang's face suddenly hid.
As soon as the banquet was over, she sat on the sofa and cried. Whether it was grievance, shame, or something else, she couldn't tell. But there is one thing she is sure of: in order to do service work well, you must learn foreign languages ??well! She became very energetic, learning from her master at work, learning from her sister after get off work, and listening to English radio. Gradually, the pleasant smile returned to her handsome face.
Once, a unit hosted a banquet for American guests in Dongxing Building. While serving dishes and pouring wine, Xiao Yang discovered that a foreign guest had a disability. She would divide the dishes for him first and peel the apples for him. One of the dishes at this banquet was Yunnan-style "Crossing the Bridge Rice Noodles". Xiao Yang told them the legend of "Crossing the Bridge Rice Noodles" eloquently: "Once upon a time, there was a scholar who wanted to take the imperial examination. In order to avoid the hustle and bustle of the world, he hid in the back garden and concentrated on studying. A servant would bring him food every day.
If you eat this cross-bridge rice noodle, everything will go well and your business will be prosperous! ”
The wonderful stories, touching metaphors and blessings, as well as Xiao Yang’s touching smile, made the American guests overjoyed. They took turns taking photos with Xiao Yang one by one. The one with the The disabled guest kissed Xiao Yang's hand excitedly: "Miss, you are the most charming Chinese lady I have ever seen! ”
Some people say that the waiter in a restaurant is a thankless role. In the era of planned economy, no matter how well you did your job, the guests would not give you a penny more. If they were slightly dissatisfied, they would Then you are a punching bag. Xiao Yang has encountered this many times.
Once, a customer's soup was served late, and he got angry and refused to listen to Xiao Yang's introduction. He yelled at her: “I don’t want any more soup! Give me your opinion book and I will file a complaint! "When he finished writing and looked up at Xiao Yang, he was stunned: Xiao Yang was waiting for him with a smile. There was a deep apology in that smile, and it also contained wisps of affection. The smile was so light, so soft, It is like a spring of water, which silently resolves the resentment in the guests' hearts. The guests present can't help but admire: Xiao Yang's smile can turn conflicts into friendship!
There is a poem circulating in the French service industry:
If you meet someone occasionally,
does not give you the smile you deserve,
Then give your smile generously to him
Because no one needs it more than the person who cannot smile to others!
"Service Psychology" believes that it is necessary to keep customers in a positive mood! The most effective way to carry out activities under certain conditions is to carry out smile service. Smile service has an active inducing effect on customers' good mood.
In recent years, smile service has caused It has attracted widespread attention from the world's service industry and has become a marketing tool. In order for our country's service industry to go global, we must also learn and persist in using this world language - service with a smile.
I chatter endlessly. I told Xiao Yang the theoretical basis and significance of service with a smile. She always listened with interest and a smile. However, sometimes the smile would pause temporarily, and maybe there would be a slight hint of pain. Suddenly she realized that maybe which sentence made her feel disappointed or caused her unpleasant memories, because insisting on serving with a smile is not easy. It has to exclude family, society, work and service. All kinds of interference from the target. Could it be her family?
Xiao Yang’s tearful smile confirmed my worries - she said that she was an unfit mother and wife.
When she was 25 years old, she married Liu Jianmin, the chef of Cuihualou Restaurant, and the baby daughter Yanyan she gave birth to was fostered at her grandma's house.
Every day, she had to run a long way. Going to see Yanyan - although it was just a kind of comfort, a spiritual debt repayment - when she entered the house, the child had already fallen asleep peacefully in her grandma's arms, and she would leave again at seven o'clock every morning. The child is at work. Day after day, year after year, she has not taken a single day of sick leave in the 11 years since she started working.
She has very few opportunities to see her lover. It was a day off. Both of them are very strong, so they worked hard secretly. She is a party member, the Youth League branch secretary, business team leader, and first-class waiter of Dongxinglou Restaurant; her lover is the head chef and special chef of Cuihualou Restaurant. . Every public holiday, he will be invited by other units to give lectures. Do these two career-oriented couples have time to enjoy family happiness?
When they pass by Beihai and Jingshan Park, they always They stare at the traces left by tourists with jealous eyes. How they want to take a walk in the park with their families! However, what they face with their children is endless guilt and regret.
Once, Xiao Yang finally found time to buy an autumn coat and a pair of shoes for her daughter Yanyan. When her grandma saw it, she was really dumbfounded: the autumn coat was 75 centimeters long and was worn by a five or six-year-old child. ; Shoes size 18. It was worn by four or five-year-old children, and Yanyan was only two years old at the time! The grandma complained helplessly to her daughter: "You, you are so indifferent to your children!"
Hey, Aunt Yang, don't blame your daughter for being cruel. How many times has she done this for her career? The sublimation from self to selflessness and then to selflessness;
Hey, Liu Jianmin, don’t blame your wife for being “heartless and unjust”, causing you to stay alone in an empty bed with a light and an empty bed every day, which makes your relationship lacking. She sings simple words in a low voice and sings in a hurry, but her love for you is deep and concentrated. She can only prove her love for you by creating the best service;
Hey , Xiao Yanyan, stop calling your "bad mother"! She loves you so much, but she can't just love you. She must separate your love into love for work, love for study, love for customers, and love for the motherland. Really, Xiao Yanyan?
Having said this, Xiao Yang wiped the tears from her eyes and walked to the full-length mirror. She was going to work. The smile returned to her face.
Ah, Xiao Yang, your smile reminds me of a famous saying:
“For a nation, the richest, the most boastful, the most capable of showing strength , it should be her smile.
Our people and our revolutionary cause have come through with a smile, and they will surely move forward with a smile! ”
Yang Decai, this ordinary waiter, turned his persistent love for the motherland, the people, and the cause into the main theme of his life with his smile.