硬刚罗永浩 100 天后，西贝贾国龙低头认错：当时太冲动了，不该说“网络黑社会”

Core Viewpoint - The article discusses the crisis faced by Xibei, a Chinese restaurant chain, following a public backlash triggered by a negative comment from a well-known figure, Luo Yonghao. The founder, Jia Guolong, reflects on his mistakes and emphasizes the importance of consumer perception over industry definitions [3][4][9]. Group 1: Reflection and Admission of Mistakes - Jia Guolong admits to being impulsive and acknowledges that he should not have confronted customers or used industry definitions to dismiss their feelings [3]. - He reveals the personal toll of the crisis, stating that he relied on sleeping pills for 40 days and described the impact as worse than the pandemic [3]. - Jia lists several missteps, including threatening legal action against Luo Yonghao and making inflammatory comments that escalated the situation [3][7]. Group 2: Trigger of the Crisis - The crisis began on September 10, 2025, when Luo Yonghao criticized Xibei on social media for serving pre-made dishes at high prices, which contradicted the brand's image of fresh, handmade food [5]. - His post quickly gained traction, with over 100,000 shares in a few hours, highlighting a significant disconnect between Xibei's branding and customer experience [5][6]. Group 3: Poor Public Relations Response - Xibei's response to the backlash was deemed a "public relations disaster," with Jia Guolong insisting that their dishes did not qualify as pre-made and threatening legal action against Luo [7]. - The decision to open kitchens for public inspection backfired, revealing that many dishes were indeed pre-made, leading to further criticism and safety concerns [7][8]. Group 4: Consequences and Recovery Efforts - The backlash resulted in a significant decline in customer traffic and revenue, leading to the closure of multiple locations across various cities [8]. - In an attempt to recover, Xibei introduced measures such as making over ten dishes fresh in-store, reducing prices by nearly 20%, and offering 100 yuan vouchers to attract customers back [8][9]. - Despite these efforts, the article notes that rebuilding brand trust is a challenging process, emphasizing that consumer experience and transparency are paramount [9].