虎嗅注：据智通财经消息，9月15日，西贝发布致歉信称，将尽可能把中央厨房前置加工工艺调整到门 店现场加工。2025年10月1日前，西贝全国门店会陆续完成相关调整。本文来自微信公众号：谢劲波， 作者：谢劲波，题图来自：视觉中国 我十多年前就听说过西贝老板贾国龙的故事，不是道听途说的，也不是网上的，而是来自一个我非常佩 服、非常能干的学员，她当时在给西贝做财务顾问。 比自我认识更难的，也是更重要的，是自我意识。我们能时时刻刻意识到自己在做什么吗？比方，西贝 老板能意识到他冲动了吗？而且不是一次冲动，而是一而再再而三地冲动了。 我们"普通人"会意识到我们有时候对人不满其实不是那个人有什么问题，而是自己本来就有情绪。或 者，我们在PUA别人，或者在隐形攻击（passive aggressive）别人，在逃避，在找借口，或者在给自己 脸上贴金吗？ 发生了这样的事，是好事。如果西贝老板能调整，西贝可以更上层楼。如果继续这么闹下去，西贝可能 会破产，而且非常快。 她告诉我西贝做菜不用味精，但并没有拿这点做对外宣传，而是默默地就这么做，靠食材质量取胜。后 厨用的清洁剂是安利的，当然很贵，也不对外宣称。还有老板大学读了没一会， ...

Core Points - Xibei Restaurant Group issued an apology letter acknowledging a significant gap between production processes and customer expectations, committing to rectify these issues by October 1 [1][3] - The company encourages customers to continue providing feedback for improvements and emphasizes its commitment to food safety and compliance with national regulations [3][5] Summary by Categories Apology and Commitment - The company expressed deep regret for not meeting customer expectations and outlined a commitment to make necessary adjustments by October 1 [1][3] - Xibei welcomes ongoing customer suggestions for improvement and aims to maintain a transparent relationship with its patrons [4][5] Operational Changes - By October 1, 2025, Xibei will implement several operational changes, including: 1. Switching to non-GMO soybean oil for all dishes cooked with soybean oil [4] 2. Transitioning children's meals to be prepared fresh in-store, including beef rice, beef patties, and fish sticks [4] 3. Adjusting various menu items to ensure they are made fresh on-site, such as lamb skewers and pork chop dishes [4] 4. Shortening product shelf life in collaboration with suppliers while ensuring food safety [4] Customer Engagement - The company invites customers to supervise the improvement measures and promises to keep them updated on the progress of these changes [5]

Core Points - Xibei issued an apology letter acknowledging a significant gap between its production processes and customer expectations, expressing regret for the inconvenience caused to customers [1] - The founder of Xibei, Jia Guolong, reiterated a commitment to customer satisfaction, emphasizing a customer-centric approach in their service philosophy [1] - Luo Yonghao criticized Xibei on social media, questioning the authenticity of their claims regarding pre-prepared dishes and highlighting concerns about transparency in their operations [1] Company Response - Xibei recognized the disparity between its offerings and customer expectations, leading to the public apology [1] - The company aims to address customer concerns and improve its service based on feedback [1] Industry Context - The criticism from Luo Yonghao reflects broader industry concerns regarding transparency and authenticity in food preparation practices, particularly in the context of pre-prepared meals [1] - The upcoming changes in Xibei's offerings, set to take effect on October 1, indicate a potential shift in their product strategy to better align with customer expectations [1]

Core Viewpoint - The company, Xibei, issued an apology regarding discrepancies between its production processes and customer expectations, acknowledging the concerns raised by customers [1] Group 1: Adjustments to Menu Items - Xibei will transition all dishes cooked with soybean oil to non-GMO soybean oil by October 1, 2025 [1] - The children's meal "Beef Braised Rice" will be adjusted to be stir-fried fresh in-store [1] - The children's meal "Beef Patty" will be made fresh on-site [1] - The children's meal "Cod Fish Sticks" will be replaced with freshly cut and fried large yellow croaker [1] - The "Grilled Lamb Skewers" will be freshly cut, skewered, and grilled in-store [1] - The "Pork Chop with Sauerkraut" will switch from semi-finished pork chops to fresh pork ribs, stir-fried in-store [1] - The "Crispy Meat Sandwich" will change from marinated meat to fresh meat marinated in-store [1] - The "Shredded Spicy Chicken" will be made with fresh chicken boiled in-store [1] - The "Oat and Millet Porridge" will be adjusted to freshly cooked millet porridge with added fresh pumpkin slices [1]

Core Viewpoint - Xibei has issued an apology and announced adjustments to its operations by October 1, 2025, in response to customer concerns regarding food safety and quality [1][3]. Group 1: Company Response - Xibei acknowledges a significant gap between its production processes and customer expectations, leading to widespread discussion and concern [3]. - The company expresses sincere gratitude to customers who provided feedback and emphasizes its commitment to food safety and compliance with national regulations [3][5]. - Xibei has initiated a series of improvements to enhance customer experience, including transitioning food preparation from central kitchens to in-store cooking [3][5]. Group 2: Planned Adjustments - By October 1, 2025, Xibei will implement the following changes: 1. All dishes cooked with soybean oil will switch to non-GMO soybean oil [7]. 2. Children's beef rice dish will be prepared fresh in-store instead of using pre-made sauces [7]. 3. Children's beef patties will be made fresh on-site [7]. 4. Children's fish sticks will be replaced with freshly cut and cooked fish [7]. 5. Lamb skewers will be freshly cut, skewered, and grilled in-store [7]. 6. Pork chop dishes will use fresh pork instead of semi-finished products [4][7]. 7. Meat for the meat sandwich will be cooked fresh in-store [4][7]. 8. Chicken dishes will be prepared fresh on-site [4][7]. 9. Oatmeal will be freshly cooked with added pumpkin slices [4][7]. Group 3: Commitment to Transparency - Xibei is committed to improving transparency and welcomes ongoing customer supervision of its improvement measures [5][8]. - The company aims to shorten product shelf life while ensuring food safety and inventory turnover through active communication with suppliers [5][7]. Group 4: Industry Commentary - Yu Donglai, founder of Pang Donglai, expressed hope that the situation would not lead to the downfall of Xibei, emphasizing the challenges of running a business and the importance of constructive feedback [10][11]. - Luo Yonghao responded to Yu Donglai, urging him to understand the situation fully before making comments, highlighting the need for consumer awareness regarding pre-prepared food [13][14].

Core Viewpoint - Xibei has issued an apology acknowledging the significant gap between its production processes and customer expectations, committing to improvements in response to customer feedback [2][4][6] Group 1: Apology and Commitment to Change - Xibei expressed deep regret for the inconvenience and concerns caused to customers and thanked those who provided feedback [2][4] - The company emphasized its adherence to strict food safety standards and relevant laws [2] - Xibei plans to implement several adjustments in its operations by October 1, 2025, to enhance customer experience [6][4] Group 2: Specific Changes to Menu and Operations - All dishes using soybean oil will switch to non-GMO soybean oil [6] - Children's meals will be prepared fresh at the store, including beef rice and beef patties [6] - Other menu items, such as fish sticks and lamb skewers, will also be made fresh on-site [6][4] - The company is working with suppliers to address concerns regarding food shelf life while ensuring safety [4][6] Group 3: Industry Reactions and Support - Yu Donglai, founder of Pang Donglai, expressed hope that the public would support Xibei in its efforts to improve rather than destroy the brand [9] - Yu acknowledged the challenges of running a business and encouraged rational understanding from the public [9] - Luo Yonghao responded to Yu, urging him to clarify the situation before being misled by others [10]

Core Viewpoint - The company, Xibei, has issued an apology to its customers acknowledging the gap between its production processes and customer expectations, and it is committed to making improvements to enhance customer experience [1][15]. Group 1: Apology and Commitment - Xibei expresses deep apologies for the concerns and troubles caused to customers and appreciates the feedback received [1][15]. - The company reassures customers of its commitment to strict food safety standards and compliance with national laws [1][15]. Group 2: Improvement Measures - Xibei is actively working on addressing customer concerns by adjusting its food preparation processes, moving from centralized kitchen processing to on-site cooking at stores by October 1, 2025 [2][15]. - Specific changes include: - Switching to non-GMO soybean oil for all dishes cooked with soybean oil [2][15]. - Preparing children's meals, such as beef rice and beef patties, on-site instead of using pre-made ingredients [3][4][15]. - Using fresh fish for children's meals instead of pre-processed options [5][15]. - Cooking lamb skewers and pork dishes on-site rather than using semi-finished products [6][7][15]. - Making fresh chicken and porridge with real ingredients at the store [9][10][15]. Group 3: Ongoing Engagement and Transparency - The company acknowledges that the improvements made are not sufficient and invites customers to continue providing suggestions for further enhancements [11][15]. - Xibei emphasizes its commitment to transparency and learning from successful models in the industry [12][13][15].

Core Viewpoint - The company, Xibei, issued an official apology and announced plans to improve customer experience by shifting food preparation from a central kitchen to in-store processing by October 1, 2025 [1][3][6]. Summary by Relevant Sections Customer Experience Improvements - Xibei aims to enhance customer satisfaction by adjusting its food preparation processes to be conducted on-site at stores [1][3]. - Specific changes include: 1. Switching to non-GMO soybean oil for all dishes cooked with soybean oil. 2. Preparing children's beef rice and sauce on-site. 3. Making children's beef patties fresh at the store. 4. Using fresh, whole fish for children's fish sticks, cooked on-site. 5. Preparing lamb skewers fresh at the store [3][4]. Food Safety and Quality Assurance - The company emphasizes its commitment to food safety and compliance with national regulations, stating that it is actively communicating with suppliers to shorten product shelf life while ensuring safety and inventory turnover [4][6]. Financial Impact and Customer Response - Following recent controversies, Xibei experienced a significant drop in customer traffic, with daily revenues falling by approximately 1 million yuan on September 10 and 11, and an estimated drop of 200,000 to 300,000 yuan on September 12 [6]. - The founder, Jia Guolong, acknowledged the impact of public criticism and expressed a commitment to transparency and improvement, stating that the situation has prompted the company to learn from competitors [6].

Core Viewpoint - The company West B is addressing customer concerns regarding its food production processes and is committed to making significant improvements to meet customer expectations [1][3]. Summary by Categories Customer Feedback and Apology - West B acknowledges the widespread attention and criticism it has received from customers, expressing gratitude for the feedback and concerns raised [1][3]. Planned Improvements - The company plans to transition from centralized kitchen processing to on-site cooking in stores by October 1, 2025, to enhance customer experience [3][5]. - Specific adjustments include: 1. Switching to non-GMO soybean oil for all dishes cooked with soybean oil. 2. Preparing children's meals, such as beef rice and beef patties, on-site. 3. Using fresh fish for children's fish sticks, cooked on-site. 4. Preparing lamb skewers, pork chops, and other dishes from raw ingredients in-store [5]. Quality Assurance - West B is actively communicating with suppliers to shorten product shelf life while ensuring food safety and inventory turnover [3][5]. - The company encourages ongoing customer suggestions for further improvements [3].

Core Viewpoint - The company West B is making significant adjustments to its food preparation processes in response to customer feedback and recent controversies, aiming to enhance customer experience and ensure food safety [1][3][10]. Group 1: Adjustments to Food Preparation - West B will transition from centralized kitchen processing to on-site cooking at stores by October 1, 2025 [3]. - All dishes using soybean oil will switch to non-GMO soybean oil [3]. - Specific children's meals will be adjusted to be freshly prepared on-site, including beef rice, beef patties, and fish sticks [3][5]. Group 2: Customer Engagement and Transparency - The company is actively seeking customer suggestions for further improvements and is committed to ongoing rectification efforts [5][8]. - Founder and CEO Jia Guolong emphasized a commitment to transparency and customer-centric service, stating, "The customer is always right" [8][9]. Group 3: Impact of Recent Controversies - The recent controversy involving influencer Luo Yonghao has led to a significant drop in customer traffic, with reported daily revenue losses of up to 1 million yuan on September 10 and 11, and an estimated drop of 200,000 to 300,000 yuan on September 12 [10]. - Jia Guolong acknowledged the impact of the controversy and expressed that it has prompted the company to improve [9][10].