从顾客视角来看，他们的核心预期很简单：安全、放心、真实透明以及被尊重。很多旺店最大的差评往往是“排队太久且无服务”——同样是排队，海底捞会提供小吃、饮用水，而有些门店让客人在寒风中苦等，自然会引发不满。
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"When I first got down here, it was hard to be sharing a room with people, and the weather was quite miserable. For the first month I thought, 'maybe this isn't the thing for me'," he acknowledges.