Core Points - The article discusses the ongoing challenges faced by Xibei, a Chinese restaurant chain, in the wake of a public relations crisis related to its food safety and transparency issues [1][2][14] - Xibei has implemented changes to its menu and cooking practices, including the use of non-GMO soybean oil and in-house preparation of certain dishes, but customer traffic remains low [1][3][14] - The public's reaction to Xibei's situation reflects broader concerns about high-priced dining, food safety, and the transparency of information provided by restaurants [2][14] Summary by Sections Operational Changes - Xibei has modified nine core dishes to be prepared on-site and has switched to non-GMO soybean oil for cooking [1] - As of September 29, only one of the nine planned changes, the yellow rice cake, had not been completed [1] - The restaurant chain is actively recruiting staff to manage the increased operational demands due to these changes [10] Customer Experience - During a recent visit, Xibei's customer occupancy was around 10%, significantly lower than competitors in the same mall [3][4] - Despite promotional efforts, such as offering 100 yuan dining vouchers, customer turnout has not improved [5] - Customer feedback indicates a mix of loyalty and dissatisfaction, with some willing to return while others express disappointment in service quality [6][11] Employee Sentiment - Employees exhibit caution and uncertainty regarding the company's direction and customer interactions, reflecting the overall tense atmosphere within the restaurant [8][12] - Staff training has increased, focusing on operational details, but employees feel pressure to avoid mistakes [9][12] Public Relations and Market Perception - The public's scrutiny of Xibei has intensified, with the company struggling to effectively communicate with customers [2][14] - The crisis has highlighted a disconnect between Xibei's pricing and perceived value, leading to a sense of betrayal among customers [14][15] - Experts suggest that the focus should shift from punitive measures against Xibei to fostering a healthier dialogue about industry standards and practices [15]

Core Points - The company Xibei has made significant price adjustments to its menu items across all locations, effective October 1, following a public outcry and internal changes [1][2] - The price reductions include items such as the grassland tender grilled lamb chop, which decreased from 119 yuan to 109 yuan, and the scallion grilled fish, which dropped from 89 yuan to 79 yuan [1] - The company has also implemented several operational changes, including a shift from centralized kitchen processing to on-site cooking at restaurants, as part of its commitment to improve quality and address previous criticisms [2] Price Adjustments - The price changes were reported to be substantial, with many items seeing reductions [1] - Specific examples of price changes include the yellow millet cold cake, which went from 29 yuan to 26 yuan [1] - Customers are being incentivized with 100 yuan dining vouchers available for immediate use [1] Operational Changes - The company has initiated a comprehensive overhaul of its food preparation processes since September 15, with most changes now in effect [2] - Notable changes include the on-site grilling of lamb skewers and the fresh preparation of oatmeal millet porridge with pumpkin [2] - However, some items, like the tender grilled DHA big yellow fish, continue to use frozen ingredients due to equipment limitations at the restaurant [2] Social Media and Public Relations - The founder of Xibei, Jia Guolong, has cleared content from multiple social media accounts, indicating a potential shift in public relations strategy [2] - The company's official WeChat account remains private, suggesting a cautious approach to public engagement [2]

Core Viewpoint - The article discusses the ongoing challenges faced by Xibei restaurant chain in the wake of a public relations crisis, highlighting their attempts to implement changes in response to consumer concerns and the impact on customer traffic and employee morale [3][27]. Summary by Sections 1. Changes Implemented - Xibei has modified nine core menu items to be prepared on-site, including beef patties and fish sticks, and has switched to non-GMO soybean oil for cooking [1]. - As of September 29, only one item, the yellow rice cake, remains unmodified according to their public announcement [1]. 2. Customer Traffic and Experience - During a visit on September 29, the restaurant's occupancy rate was approximately 10%, making it one of the least busy chains in the mall [5]. - The restaurant had only two tables occupied during a pre-lunch peak, and by noon, only five tables were filled [7]. - A significant decrease in child patrons was noted, with fewer families dining compared to previous visits [9]. 3. Public Relations and Communication - Xibei's communication strategy has been criticized, with the founder's responses to public concerns perceived as defensive [3]. - The restaurant's management has become more cautious in their interactions with the media and customers, reflecting a shift from previous openness [27]. 4. Employee Sentiment and Operations - Employees expressed uncertainty about the company's direction and recent changes, indicating a tense atmosphere [16][26]. - There has been an increase in employee training sessions, particularly related to the new standard operating procedures for children's meals [17]. 5. Financial Impact - The restaurant's daily revenue reportedly dropped by nearly half following the onset of the crisis, with current occupancy rates indicating a further decline [15]. - Despite promotional efforts, such as offering 100 yuan dining vouchers, customer turnout remained low [11][13]. 6. Consumer Behavior - Customers have become more cautious in their dining choices, with some expressing dissatisfaction with the perceived value of their meals [13]. - The article notes a shift in consumer sentiment, with some patrons still willing to dine at Xibei despite the controversies, while others have decided against returning [13]. 7. Industry Context - The article suggests that the crisis reflects broader issues within the high-end dining sector, including consumer expectations and the perceived value of dining experiences [27][28]. - Experts argue that the focus should shift from punitive measures against Xibei to a more constructive dialogue about industry standards and practices [28][29].

2025.09. 27 本文字数：1155，阅读时长大约2分钟 作者 | 第一财经 揭书宜 曾经追求"快"的西贝，在预制菜风波后不得不慢下来。 9月26日12：30左右，第一财经记者来到浦东新区的一家西贝餐厅。门店上座率大致在30%-40%， 厨房里有厨师们正在现场制作羊肉串，但由于生意一般，其他的厨师暂时没有在烹饪食材。 西贝曾经著名的"计时沙漏"承诺，25分钟内上完所有菜品，如果超时未上齐，未上菜品全部免费。而 如今，西贝餐厅里已经没有沙漏的存在。 西贝正在以发放代金券的方式挽回流失的客人。记者就餐结束后，店员赠送了100元无门槛代金券，从 次日起到10月31日均可使用。据了解，近期每位消费了的顾客都可以领取该代金券。 值得一提的是，代金券上有一份调改公示。该公示显示，10月2日之后，此前备受消费者关注的有机西 蓝花会增加"一个月的使用期标识"，并承诺一个月内使用完毕。"之前虽然保质期是2年，但一般我们 也会在1-2个月内使用完，现在缩短到1个月。"店员表示。 早在9月14日，第一财经记者曾采访了2家西贝，门店员工表示，当天店里的西蓝花生产日期是8月29 日、8月27日和8月14日的。西贝解释称其采用速冻 ...

Core Viewpoint - Xibei is undergoing significant operational changes in response to customer feedback and declining sales, moving away from pre-prepared dishes to freshly made items in an effort to restore customer trust and improve dining experience [8][10][12] Group 1: Operational Changes - Xibei has eliminated the use of pre-prepared dishes, with the staff confirming that all necessary changes have been made, although some items like steamed buns are still delivered pre-cooked [1][5] - The restaurant has transitioned to using non-GMO soybean oil for all dishes, effective from September 14 [5][10] - Fresh ingredients are now being used in various dishes, including the addition of fresh pumpkin slices to oatmeal millet porridge starting September 20, and the preparation of lamb skewers and pork dishes on-site from September 25 and 27 respectively [5][10][12] Group 2: Customer Engagement and Compensation - To regain customer loyalty, Xibei is distributing 100 yuan vouchers to diners, valid until October 31, as a gesture to compensate for previous service issues [3][6] - The company has acknowledged a significant drop in sales, estimating a 50% decrease in revenue following public controversies [8] Group 3: Commitment to Quality and Transparency - Xibei has publicly committed to improving its food preparation processes by moving more operations from central kitchens to on-site cooking, aiming to align production methods with customer expectations [10][12] - The company has expressed a willingness to continue receiving customer feedback and suggestions for further improvements, emphasizing a commitment to transparency and quality [10][12]

Core Viewpoint - The company, Xibei, acknowledges a significant gap between its production processes and customer expectations, leading to an apology and a commitment to improve customer experience through adjustments in food preparation methods by October 1, 2025 [1][3]. Group 1: Adjustments to Food Preparation - Xibei will switch all dishes cooked with soybean oil to non-GMO soybean oil [1]. - The beef sauce for children's rice will be prepared fresh at the store instead of pre-made [1]. - The beef patties for children's meals will be made fresh on-site [1]. - The cod fish strips will be replaced with fresh, whole yellow croaker, prepared on-site [1]. - Lamb skewers will be cut, skewered, and grilled fresh at the store [1]. - The pork chop dish will use fresh pork ribs instead of semi-finished products, cooked on-site [1]. - The braised meat in the flaky meat sandwich will be prepared fresh at the store [1]. - The shredded spicy chicken will be cooked fresh at the store [1]. - The oatmeal millet porridge will be freshly made with real pumpkin slices [1]. Group 2: Customer Engagement and Transparency - Xibei encourages customers to continue providing feedback and suggestions for improvement [3]. - The founder of Xibei, Jia Guolong, emphasizes a commitment to transparency and customer satisfaction, stating that the company will learn from successful peers [3]. - The company invites customers to supervise the improvement measures and promises to keep them updated on changes [3]. Group 3: Public Reaction - Following the apology letter, there was a notable public reaction, with some consumers expressing dissatisfaction with the company's response [5]. - Notable figures, such as Luo Yonghao, questioned the sincerity of the apology, indicating a broader scrutiny of the company's communication [4].

Core Viewpoint - The company West B is addressing customer concerns regarding its food production processes and has acknowledged a significant gap between its practices and customer expectations. The company has committed to implementing nine adjustments across its nationwide stores by October 1, 2025, to enhance customer experience and food safety [1][4][8]. Group 1: Customer Concerns and Company Response - West B issued an apology on September 15, acknowledging the confusion and concerns raised by customers regarding its food production methods [1][4]. - The company emphasized its commitment to food safety and compliance with national regulations while actively seeking to improve its production processes [4][5]. - The adjustments planned include transitioning from pre-prepared to freshly made items in stores, such as using non-GMO soybean oil and preparing various dishes on-site [3][5]. Group 2: Impact of Controversy - The controversy began on September 10 when a public figure criticized West B's dishes as pre-prepared, leading to a heated exchange between the company's founder and the critic [8][9]. - Following the criticism, West B experienced a significant drop in daily revenue, with losses estimated at 1 million yuan on September 10 and 11, and further declines of 2 to 3 million yuan on September 12 [9]. - The company had to halt its initiative to allow public kitchen inspections after negative reports surfaced regarding food safety practices [9].

Core Viewpoint - The company, Xibei, acknowledges a significant gap between its production processes and customer expectations, committing to improve food preparation by shifting from centralized kitchen processing to on-site cooking in stores by October 1, 2025 [4][5]. Group 1: Changes in Food Preparation - Xibei will replace all dishes cooked with soybean oil to use non-GMO soybean oil [2]. - Children's meals will be adjusted to include freshly stir-fried beef rice and freshly made beef patties [2][3]. - The preparation of various dishes, such as fish fillets and pork dishes, will transition to on-site cooking [3][4]. Group 2: Commitment to Food Safety - The company is actively communicating with suppliers to shorten the shelf life of products while ensuring food safety and inventory turnover [5]. - Xibei emphasizes the importance of transparency and welcomes customer feedback for continuous improvement [5][7]. Group 3: Customer Engagement - The founder of Xibei, Jia Guolong, expresses a commitment to customer satisfaction, stating that the company will treat customers with utmost respect and transparency [5][7]. - Xibei invites customers to supervise the improvement measures and promises to keep them updated on changes [5][7].

Core Points - Xibei has issued an apology letter on September 15, stating that all partners are actively working to address customer concerns and improve experiences [1] - The company plans to implement adjustments in all nationwide stores by October 1, 2025, focusing on food safety and inventory turnover while shortening product shelf life [1] - Xibei encourages customers to continue providing feedback for ongoing improvements [1] Adjustments and Changes - All dishes using soybean oil will switch to non-GMO soybean oil [4] - Children's meal beef rice will be adjusted to be stir-fried on-site [4] - Children's meal beef patties will be made fresh on-site [4] - Children's meal cod fish sticks will be replaced with fresh-cut large yellow croaker, fried and baked on-site [4] - Grilled lamb skewers will be freshly cut, skewered, and grilled on-site [4] - Pork chop sauerkraut will switch from semi-finished pork chops to fresh pork ribs, stir-fried on-site [4] - The braised meat in flaky meat sandwich will be made with fresh meat, braised on-site [4] - Shredded spicy chicken will be made with fresh chicken, boiled on-site [4] - Oatmeal millet porridge will be freshly cooked on-site with added fresh pumpkin slices [4]

Core Viewpoint - Xibei has issued an official apology and announced adjustments to its food preparation processes to enhance customer experience and transparency, committing to implement these changes by October 1, 2025 [1][5][11]. Summary by Relevant Sections Adjustments to Food Preparation - All dishes using soybean oil will switch to non-GMO soybean oil [1][5]. - Children's meal beef rice will be prepared fresh in-store instead of using pre-made sauces [1][5]. - Children's beef patties will be made fresh on-site [1][5]. - Children's fish sticks will be made from fresh, whole fish, cooked on-site [1][5]. - Lamb skewers will be cut, skewered, and grilled fresh at the store [1][5]. - Pork chop dishes will use fresh pork ribs cooked on-site instead of semi-finished products [1][5]. - The meat in the flaky meat sandwich will be cooked fresh in-store [2][5]. - The shredded spicy chicken will be boiled fresh in-store [3][5]. - Oatmeal with pumpkin puree will be freshly cooked with real pumpkin slices added [4][5]. Customer Engagement and Transparency - The company is actively communicating with suppliers to shorten product shelf life while ensuring food safety and inventory turnover [5][11]. - Xibei encourages customers to provide feedback and suggestions for further improvements [5][11]. - The founder, Jia Guolong, emphasizes a commitment to transparency and customer satisfaction, stating that the company will learn from successful practices in the industry [5][11]. Impact of Public Discourse - The controversy began with a public statement by influencer Luo Yonghao, which led to a decline in customer traffic and revenue at Xibei locations [11]. - The incident has sparked broader discussions about the use of pre-prepared foods in the restaurant industry and the importance of consumer awareness regarding food preparation practices [12][15]. - Regulatory bodies are expected to enhance oversight of pre-prepared foods to ensure consumer rights and safety [17][18].