贾国龙，认错了

Core Viewpoint - The article discusses the transformation of Jia Guolong, the founder of Xibei, in response to a public relations crisis, highlighting the shift in consumer expectations and the need for businesses to adapt to a changing environment [2][36]. Group 1: Background and Success of Xibei - Jia Guolong, at 58, has been a prominent figure in the Chinese restaurant industry, building Xibei into a leading brand with over 360 stores and an annual revenue of 6.2 billion yuan [5][6]. - The success of Xibei is attributed to a strong focus on ingredients and processes, long-term investment in standardization and central kitchens, and a commitment to a replicable chain model [6][7]. Group 2: Crisis and Response - A tweet from Luo Yonghao on September 10, 2025, triggered a public relations crisis for Xibei, leading Jia to initially respond with traditional crisis management tactics [9][10]. - Jia's approach included endorsing industry standards, opening kitchens for transparency, and confronting critics directly, which were effective in previous contexts but failed in the current environment [11][12]. Group 3: Recognition of Change - Jia acknowledged that the new generation of consumers values personal respect and their own standards over traditional industry benchmarks, leading to a realization of his past mistakes, particularly in ignoring customer feedback [13][14]. - He described his previous pride as a significant barrier to understanding the evolving market dynamics, emphasizing the need for humility and adaptability [16][20]. Group 4: Strategic Adjustments - Following the crisis, Xibei implemented several strategic changes, including a 20% price reduction while avoiding a low-cost strategy, increasing labor costs to enhance service quality, and moving more food preparation to stores to restore the dining experience [28][29][30]. - These adjustments reflect a broader industry trend shifting focus from efficiency to customer experience, indicating a significant change in operational priorities [31][36]. Group 5: Future Outlook - Jia expressed a commitment to continue investing in human resources and aims to expand Xibei's international presence, highlighting the importance of adaptability in uncertain times [39][40]. - The crisis has underscored the necessity for businesses to develop a decision-making framework that prioritizes consumer feedback and organizational rationality over individual authority [25][26].