Haidilao's policy requiring employees to cover the cost of customer apologies highlights the need to balance customer-first principles with fair treatment of staff. Only when a company treats its employees well, ensuring their satisfaction, can they provide better service to customers. When customers observe a company's good treatment of its staff, they develop greater goodwill and trust toward the business. This creates a virtuous cycle. The practice of asking employees to pay for apology gestures personally underscores that while prioritizing customers is essential, it is equally important to treat employees with respect and consideration.