Opinion | What famed Taiwanese dumpling restaurant Din Tai Fung can teach Hong Kong about managing tourists and keeping service quality high

First, customer flow management. The store, located on Xinyi Road near Dong Men station, was Taipei’s first ever Din Tai Fung. The restaurant is packed throughout the day, not just with diners from all over the world but also with local residents who are regular customers. People waiting for a table can get an estimate of the waiting time through an app. This reduces the number of people milling outside the restaurant and minimises disturbance to the community. The company’s philosophy is that “daily sales targets are not everything”; the focus is on achieving sustainable growth instead.

After being given a queue number at the restaurant, we took a walk around the nearby park and went back 30 minutes later in time to be seated. The staff were friendly and thoughtful; they could speak multiple languages, including Japanese, Korean and English, to make customers feel welcome. In addition, the restaurant does not restrict the amount of time diners spend there, although this might affect its daily bottom line, allowing people to enjoy a meal at their leisure.

Second, quality control. In Taipei, where night markets abound, Din Tai Fung insists that “quality is the lifeblood of the business” and “branding means responsibility”. The company sets strict standards, from the quality of ingredients down to the cooking temperature and method to ensure that the food served is top notch.