Core Insights - The article discusses the transformation of Xibei, a restaurant chain, following a public relations crisis that began in September 2025, leading to a significant shift in its operational and pricing strategies [1][3][4]. Group 1: Company Response to Crisis - Xibei experienced a drastic decline in daily revenue, with losses reaching 200,000 to 300,000 yuan per day during the crisis, prompting a halt in expansion and a focus on core operational issues [3][4]. - The company initiated a comprehensive reform over 113 days, addressing menu preparation, pricing, service transparency, and employee welfare, marking a systemic restructuring rather than a mere emergency response [4][5]. - Xibei implemented a significant price reduction of nearly 20% on over 30 menu items, lowering the average customer spending from 92 yuan to 75 yuan, which helped improve customer traffic by approximately 5% compared to the previous year [6][8]. Group 2: Operational Changes - The restaurant chain shifted its food preparation process to enhance freshness, with key dishes being made on-site rather than pre-prepared, including the transition of lamb skewers to be freshly cut and grilled [5][6]. - Xibei introduced a dual transparency mechanism with "open kitchens" and live streaming of kitchen operations, ensuring that customers can see food preparation processes, thereby enhancing trust [7][9]. Group 3: Industry Impact - The crisis catalyzed the development of national standards for pre-prepared foods, addressing long-standing issues of information asymmetry in the industry [3][9]. - The incident led to a broader industry consensus on the importance of transparency, with practices like kitchen live streaming becoming standard among chain restaurants [9][10]. - The public's perception of pre-prepared foods shifted from fear to a more rational understanding, emphasizing the need for clear labeling and transparency in food sourcing and preparation [9][10].

Core Viewpoint - The article discusses the transformation of Xibei, a restaurant chain, following a public relations crisis, highlighting its efforts to rebuild trust and improve customer experience through significant operational changes and price adjustments [1][6][26]. Group 1: Company Response to Crisis - Xibei experienced a significant drop in customer traffic and revenue during the crisis, with daily sales decreasing by 1 million yuan on September 10 and 11, and losses escalating to 200,000-300,000 yuan by September 12 [14]. - In response, Xibei initiated a comprehensive reform over 113 days, focusing on improving food preparation processes, pricing strategies, and employee welfare [1][16]. - The company implemented a "systematic restructuring" of its business model, emphasizing the return of core cooking processes to the stores and enhancing transparency in food preparation [16][20]. Group 2: Customer Engagement and Pricing Strategy - Xibei reduced prices on over 30 dishes by nearly 20%, lowering the average customer spending from 92 yuan to 75 yuan, which was a shift from a profit-driven pricing model to one based on customer perception [17][18]. - The adjustments led to a 5% increase in overall customer traffic compared to the previous year, indicating a positive market response to the new pricing strategy [19]. - The company emphasized the importance of customer feedback in setting prices, aiming to align with consumer expectations and enhance perceived value [18]. Group 3: Transparency and Food Safety - Xibei introduced a dual mechanism of "open kitchen" and "live streaming" in all stores to enhance transparency, with each location equipped with six cameras covering all operational areas [20]. - The company also upgraded its food safety protocols, undergoing over 80 inspections by government authorities without any violations reported, which helped maintain customer trust during the crisis [24]. - A new "food safety officer" role was established in each store, with incentives for employees to ensure compliance with safety standards, further reinforcing the commitment to food safety [24]. Group 4: Industry Impact and Future Outlook - The crisis prompted the development of national standards for pre-prepared food, addressing long-standing issues of transparency and consumer rights in the restaurant industry [15][26]. - The incident catalyzed a broader industry shift towards transparency, with practices like kitchen live streaming and ingredient traceability becoming standard among chain restaurants [26]. - As Xibei continues its transformation, the restaurant industry is expected to evolve towards healthier and more mature practices, driven by consumer demand for quality and transparency [27].