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 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].

Core Viewpoint - The article discusses the controversy surrounding the food quality at Xibei restaurant, particularly focusing on the preparation process of dishes that were criticized by a public figure, highlighting the need for transparency and quality assurance in the food industry [36]. Group 1: Food Preparation Process - The chef explained that the "grassland tender roasted lamb chops" and "scallion roasted fish" were pre-cooked and required additional heating before serving [5][36]. - Upon ordering the scallion roasted fish, the chef retrieved a previously processed sea bass from the cold storage, which had been thawed and cleaned [7][36]. - The fish was brushed with a sauce purchased from a supplier, and small holes were poked in the fish to prevent the skin from puffing up during cooking [11][13]. Group 2: Quality Control and Consumer Perception - The cold storage lacked a label indicating the thawing and storage date of the sea bass, raising concerns about freshness [9][36]. - The fish was cooked in an oven at 260 degrees Celsius for 10 minutes, which differs from traditional grilling methods, potentially affecting consumer expectations [15][36]. - Customer reviews on platforms like Dianping showed mixed reactions to the dish, with some praising its taste while others criticized the freshness and quality [33][36]. Group 3: Industry Implications - The incident highlights the importance of maintaining quality control and transparency in food preparation processes for chain restaurants [36]. - The restaurant's response to public criticism and the need for continuous improvement in food quality and customer experience are emphasized [36].

Core Viewpoint - The article discusses the controversy surrounding the restaurant chain Xibei, focusing on allegations of using pre-prepared ingredients while claiming to serve fresh dishes, highlighting the tension between operational efficiency and consumer expectations [1][19][27]. Group 1: Operational Practices - Xibei's kitchens utilize advanced equipment like multifunctional steam ovens to expedite cooking processes, allowing for quick meal preparation [5][11]. - The restaurant employs a central kitchen model where ingredients are pre-processed, with the final cooking done at the restaurant, which they argue does not classify as "pre-prepared food" under current regulations [14][15]. - The company claims to maintain a balance between efficiency and customer experience, with a focus on reducing meal preparation time from 12 minutes to 4.5 minutes [23]. Group 2: Financial Performance - In 2023, Xibei reported a record revenue of 6.2 billion yuan, with nearly 400 locations serving 37.66 million customers, resulting in an average customer spend of 165 yuan [21][24]. - The company’s cost structure includes a gross margin of 58%-60%, with rent accounting for 15%-18% of revenue and labor costs at 20% [24]. Group 3: Consumer Sentiment and Market Dynamics - A significant portion of consumers (78%) believe that any non-freshly made food should be classified as pre-prepared, indicating a disconnect between consumer expectations and Xibei's practices [27]. - The backlash against Xibei is not solely about the use of pre-prepared ingredients but rather about perceived dishonesty in pricing and marketing, as consumers feel misled when paying for what they believe to be freshly made dishes [29][31]. - The article suggests that the restaurant industry faces a broader challenge of balancing operational efficiency with the demand for transparency and authenticity from consumers [29].

Core Viewpoint - The incident involving the well-known restaurant chain Xibei and public figure Luo Yonghao highlights the ongoing debate about the use of pre-prepared dishes in the restaurant industry, with Xibei defending its practices and Luo advocating for transparency in food sourcing [2][3][4][25]. Company Response - Xibei issued a letter to customers addressing Luo Yonghao's comments, emphasizing its commitment to quality and thanking its 40 million annual customers for their support [2][6]. - The company confirmed that the dishes served during Luo's visit were not pre-prepared, and they provided detailed production processes for 13 dishes to clarify their cooking methods [4][9][30]. Public Reaction - Luo Yonghao criticized Xibei on social media, claiming that most of the dishes were pre-prepared and calling for legislation to require restaurants to disclose such practices [3][25]. - Following Luo's comments, Xibei's founder, Jia Guolong, expressed his intention to sue Luo for defamation, stating that Luo's remarks had caused significant harm to the brand [30][33]. Industry Context - The incident reflects a broader trend in the restaurant industry regarding the use of pre-prepared foods, with some industry leaders acknowledging that pre-prepared dishes can be a part of modern dining [30]. - Luo's comments have sparked discussions about consumer rights and the need for transparency in food sourcing, which may influence future regulations in the restaurant sector [24][28].

Core Viewpoint - The company West B is taking a strong stance against public figure Luo Yonghao's accusations regarding the quality and pricing of its dishes, asserting that his claims are unfounded and harmful to its reputation [1][4]. Group 1: Company Response - West B publicly refuted Luo Yonghao's claims in a letter to customers, emphasizing that it will not tolerate false accusations [1]. - The founder and chairman, Jia Guolong, confirmed intentions to sue Luo Yonghao for the significant damage caused by his statements [3][4]. - Jia Guolong differentiated between Luo's role as a consumer and his actions as a public figure, stating that Luo's behavior exceeded that of a normal customer [4]. Group 2: Pricing and Quality Claims - Jia Guolong defended the pricing of West B, arguing that the perception of the restaurant being expensive is a misconception in the industry [4][5]. - He highlighted that a meal for five people, including 15 dishes, cost 830 yuan, which he believes is reasonable [5]. - West B announced the introduction of a "Luo Yonghao Menu" in all stores, allowing customers to order dishes previously selected by Luo, with a commitment to refund if the food is unsatisfactory [5]. Group 3: Public Reactions and Previous Statements - Luo Yonghao responded to Jia Guolong's statements on social media, offering a reward for evidence of West B using pre-prepared dishes and indicating readiness for legal action [5]. - There are mixed public opinions regarding West B's food quality, with some consumers expressing concerns about the use of pre-prepared ingredients [6]. - A previous investigation by a West B partner concluded that most dishes are made fresh on-site, with only a few items sourced from central factories [9]. Group 4: Company Background - West B was founded in 1988 in Inner Mongolia and is projected to have nearly 400 locations across 62 cities by 2025, employing approximately 17,000 people [11].

Core Viewpoint - The incident involving Luo Yonghao's criticism of Xibei's pre-made dishes has escalated into a legal dispute, highlighting the ongoing debate over the use of pre-made food in restaurants and consumer rights in China [2][5]. Group 1: Incident Overview - Luo Yonghao criticized Xibei's pre-made dishes on social media, claiming they were overpriced and of poor quality, which led to a significant backlash [2]. - Xibei's founder, Jia Guolong, announced plans to sue Luo Yonghao in response to the allegations, asserting that their dishes are freshly prepared [5]. - Following Luo's comments, Xibei-related restaurant stocks experienced a notable decline, with a market value loss exceeding 2 billion RMB [5]. Group 2: Reactions and Implications - Luo Yonghao responded to the lawsuit announcement by challenging Xibei's claims and offering a reward of 100,000 RMB for evidence of Xibei using pre-made dishes [5]. - The incident has sparked discussions about consumer rights and the need for legislation regarding the disclosure of pre-made food in restaurants [5].

Group 1 - The chairman of Xibei, Jia Guolong, has firmly stated that the company will definitely sue Luo Yonghao for his comments regarding the use of pre-made dishes, emphasizing the significant harm caused by these remarks [1] - Luo Yonghao criticized Xibei on social media, claiming that the restaurant primarily serves pre-made dishes at high prices and called for legislation to require restaurants to disclose the use of pre-made food [1] - Xibei responded by asserting that their signature dishes, such as beef bones and noodle dishes, are freshly prepared on-site, denying the existence of pre-made food in their offerings [2] Group 2 - The discussion around pre-made dishes often highlights hygiene concerns, with the argument that even if pre-made food is hygienic, it is still unreasonable to serve it in restaurants, comparing it to canned food [4]

Core Viewpoint - The founder of Xibei, Jia Guolong, has expressed a strong intention to sue Luo Yonghao for alleged harm caused by his comments regarding the restaurant's food quality and pricing, emphasizing that Luo's behavior exceeds that of a normal consumer [2][3]. Group 1: Legal Action and Consumer Behavior - Jia Guolong stated, "We will definitely sue him," highlighting the significant damage caused by Luo's remarks [3]. - He differentiated between Luo's role as a consumer and his actions as a blogger, arguing that Luo's behavior has crossed the line of normal consumer feedback [3]. - Jia emphasized that Xibei has a robust feedback and compensation mechanism for dissatisfied customers, which Luo did not utilize [3]. Group 2: Pricing and Value Proposition - Jia Guolong defended Xibei against claims of being overpriced, calling it the "biggest injustice" in the Chinese restaurant industry in recent years [4]. - He revealed that Luo's group of five spent 830 yuan for 15 dishes, asserting that Xibei's pricing is reasonable [4]. - To address consumer concerns, Xibei announced the launch of a "Luo Yonghao Menu," allowing customers to order dishes previously selected by Luo, with a promise of satisfaction guarantees [4]. Group 3: Response from Luo Yonghao - Luo Yonghao responded to the news of the lawsuit via Weibo, indicating a willingness to face the legal challenge [5]. - He criticized the quality of the food at Xibei, suggesting that it tasted like reheated pre-made dishes, which he found unacceptable [10].

Group 1 - The core issue raised by Luo Yonghao is the prevalence of pre-prepared dishes in restaurants, specifically criticizing the high prices for such offerings [3][5][7] - Luo Yonghao has called for legislation to require restaurants to disclose whether they use pre-prepared dishes, indicating a demand for transparency in the food industry [3][5][7] - In response to Luo's criticism, Xibei restaurant claimed that their signature dishes are freshly prepared, with specific examples of daily cooking practices [5][6] Group 2 - Luo Yonghao's comments have sparked significant public interest and debate regarding the quality and pricing of food in restaurants, highlighting a potential consumer trend towards seeking transparency [3][4] - The incident reflects broader concerns within the food industry about the use of pre-prepared ingredients and the implications for consumer trust and restaurant reputation [3][5]