It's about going the extra mile regardless if it's for money or not.
Thanks for the reminder :)
gerardmclean
· 4 months ago
@tracitoguchi Its actually much simpler than an extra mile; excellence is only having the will and tenacity to finish the last 5 yards. Anyone can do a mile :-)
Donna Maria Coles Johnson
· 4 months ago
Andrea seems to follow the motto that I follow when serving my customers and clients: Do your best and leave the results to God. We can't control how we are perceived or rewarded by others, but when we strive for our personal best, and exceed it from time ro time, we don't have ro worry about the results. Putting forth your best at all times always yields positive results. Go Andrea!
startabuzz
· 4 months ago
(A) Frosty mugs AND warmed mugs are both wonderful things. (B) Though, ultimately, I realize that this isn't about great service at restaurants, it's always makes my day when I find someone like Andrea. Service like that can take a good meal and make it spectacular. And so nice to find when you're away from home.
However, since what we're talking about here isn't so much about your iced tea (and thank you for calling it "iced tea" and not "ice tea") but going the extra mile for our customers, let's talk about that. I hope that I do. I know that each of my customers is very different. Different personalities, different needs. I make a point of really trying to get to know each and every one of them, so I know what will make them happiest, how I can do, not just a good, but a great job for them. If there's something that'll make their experience better, I try to do that, because it feels great and because I know that if the shoe were on the other foot, that would mean a lot to me.
And this doesn't just pertain to our lines of work, but to life, as well, no?
Chris Brogan
· 4 months ago
Precisely. That's the secret magic trick about all I do here. This isn't a blog about social media or marketing. : )
leosaraceni
· 4 months ago
Being a server/bartender for almost 3 years gave me a completely different approach on customer service. It's always about consistency, and the little details throw it over the edge.
The warmed mug trick was very cool.
Leo
Chris Brogan
· 4 months ago
You're right, though. Because if I'm just there for one drink, your tip rides on THAT service, not your "when you're at your best" service.
Pre Priyadarshane
· 4 months ago
In today's service economy, exceptional service is the competitive advantage. Nice observation Chris!
Daniel Sevitt
· 4 months ago
Frost the glass, warm the mug, whatever it takes. It took me a long time to become the kind of person who could complain about poor service, but once I could do that, I knew I also had to commend good service. I have on occasion asked for the manager just to single out an employee who has been more helpful than expected and not just in restaurants. I happen to be friends with the CEO of my country's largest ISP. I mentioned to him the excellent (and patient) service I received from one of his call-center employees and he called the guy (one of several thousand employees) directly to commend him.
Chris Brogan
· 4 months ago
I think that's a great lesson, especially about balancing complaints with praise. Very wise of you.
Ronnie
· 4 months ago
Great post. It is definitely the little things that count.
Kathleen Fuller
· 4 months ago
Great post. It's a rare thing to find someone with good customer service. However, one thing I always try to do is let the boss know. Yeah, the boss may not care, but the employee usually does. More than once I've called over a manager to compliment a particular employee's attention to detail and positive attitude, and that employee has thanked me with a smile on his/her face and a twinkle in the eye. Since many bosses don't care, its nice when someone does go the extra mile and gets that extra pat on the back from the customer.
Chris Marsden
· 4 months ago
You were probably right that the busy manager would not have fully appreciated the comment at the time, but you should definitely fill out a comment card on their web site (or call corporate). In most restaurants, managers get those directly and usually all they get are the bad comments (because that is all anybody takes the time to fill out). A quick comment during the dinner rush can be overlooked but a pat on the back from corporate makes everyone's day.
aaron whitaker
· 4 months ago
Chris,
This post is proof that customer service can go a long way. My wife and I had a similar experience with New Belgium Brewing. I couldn't stop telling my friends and strangers how great they treated us. And just like you, I wrote a blog post about it. On top of that, they are very active in social media, so they posted my post on their own blog. For those who doubt the power of social media, this post shows the value in it for businesses and brands.
the Jim Gaudet
· 4 months ago
Do not seek the reward. Be happy is what you do and you will do it well. AND, you will be noticed. Kudos Andrea..
danitaleotta
· 4 months ago
Great post. The one thing that comes to mind is that going the extra mile, being a considerate person, and having a humble attitude are best showcased when they are a natural part of a person's personality. You can try to force it, but it's not the same in the long run. If a business owner has these qualities he is very likely to surround himself with people who exhibit the same qualities - making his overall business an extension of his personality. I am reminded that who we hire and invest in should always be reflections of our core business values, even if more money has to be spent to recruit and retain these people; the attitude and service good people can provide is ultimately priceless to our business models.
Making customers feel good is really the best viral marketing campaign with the biggest ROI :)
Tessa Carroll
· 4 months ago
It would appear to me that Andrea follows the simplest, and often most overlooked, rule of business--customer service is key. When it comes to service, the smallest detail or gesture can often make the largest impact.
Andrea demonstrated customer retention at it's finest.
SaraKate
· 4 months ago
Though this type of service might get Andrea more money, ultimately it's the philosophy she lives that is its own reward. While serving as a waitress may not be the most glamorous, fun, exciting, or rewarding job, this woman obviously takes pride in her work. Regardless of the stature, status, or title of one's job, it's all about representing yourself, doing your best, and making the best of every day. Kudos to Andrea for doing so in a job that is often extremely under-appreciated! What a great reminder to do the best we possibly can with what we have and make the most of every opportunity!
Thank you for sharing this story, Chris.
JoeMescher
· 4 months ago
FAIL...
To realize that Social Media is every bit about the offline experience as the Online conversations and you can't win like Andrea does.
Great story Chris, thanks for sharing a tale from my home state. Were you in the greater Detroit area perhaps (I can't imagine it was East Lansing, where I went to college)... PF Chang's was my favorite choice for dinner with the parents when they came to visit their hungry college kid at Michigan State!
rtruji
· 4 months ago
As a business owner on the service industry I can tell you that 99% of the time when a customer ask for the Manager is for a complain, valid or not, you have to hear it and deal with it, I can also tell you that after the apprehension reaction to the "Are you the Manager?", is really refreshing to hear a compliment to one of the members of the team for a job well done. Kudos to Andrea.
Seth Hosko
· 4 months ago
@Leo I was also a server for a few years, and you're definitely right - that kind of job definitely gives you the opportunity to cultivate a completely different approach to customer service. I always loved the opportunities it gave me in that regard, and I think it's helped me better understand what fanatical customer service is.
DebbieSummers
· 4 months ago
We all need to warm the mugs of those we serve every day! Anticipating the needs of your client and performing your job (regardless of it's nature) to the best of your ability will lead to your success.
audioconnell
· 4 months ago
It might have been good for Andrea if you'd spoken to her boss, who might have made special mention to Andrea...more positive reinforcement.
Since you were impressed enough to blog about it, were you impressed enough to write a letter (no not an email, that's lazy for this kind of message) to the parent company? I've done that a number of times with great results for those I boast about. See if you can find the name of the divisional president or even the CEO. Many times those leaders will send their own note to the folks which again would make Andrea look even more impressive.
Conversely, I'm creating a letter now to Intuit for the exact OPPOSITE of great service. Leaders need to know the really good and the truly unprofessional as well.
Best always, - Peter
Chris Brogan
· 4 months ago
Peter, you've put me in a spot. My real answer is that I'm very lazy about real paper mail. And yet, you're right. THAT would have more meaning than telling Andrea's boss. Very interesting point.
I'm on it.
jimbrochowski
· 4 months ago
You're a good egg Chris Brogan!
Danny Brown
· 4 months ago
It's the small things in life that make the big difference. Can be a warmed coffee cup, a frosted beer glass, a complimentary newspaper on the train, even just a smile from a stranger on the street.
The thing is, it's a small action, but the reactions can be huge. They stand out a lot more, too. Imagine if that whole coffee shop had an army of Andrea's - would you have noticed as much? Maybe, maybe not.
But the fact she stood out made you think of the bigger picture - and that's where the real magic lies.
Here's to more Andrea's as the norm and not the exception.
Elisa
· 4 months ago
Don't most restaurants (especially big chains) practice tip sharing now anyway, negating the motivation to reward or punish a single server for service? I could be wrong, but I've heard this.
I remember when I was a kid 20% was considered a big tip, now it's kind of standard. Tip inflation.
crystalcha
· 4 months ago
Chris,
Thanks for sharing Andrea's story! It's a great motivation booster that's especially relevant for me as I work at a coffeehouse part-time as well while juggling studies full-time. In a country (Malaysia) where people always complain about bad customer service and excellent service is not expected, it's easy to be mediocre since everyone else is doing just that (or even worse, providing crappy service).
But I try to challenge myself to not just be on par or slightly better than the average - but to be the best I can be - and it does pay off when you see customers being genuinely appreciative and when after a period of absence (when I have my final exams, for example) you realize that you were missed by your regulars.
Thanks again for the reminder that it's the attitude to go the extra mile that pays off, makes a difference, and gets you noticed - in whatever you do in life, whether it's serving customers at a coffeehouse or blogging. :)
remarkablogger
· 4 months ago
In my work as a blog consultant, one little way of "warming the mug" is having questions and checklists for clients ready to go, as these things happen with each client. Also, recording our calls and giving them to the client so they don't have scramble to take notes: they can listen and take notes at their leisure.
Sonny Gill
· 4 months ago
I love moments like these when someone is openly willing and passionate about serving you. I had a similar scene yesterday at the mall. Stopped by Dillard's and asked a guy there where a certain section was. He not only walked me over, he asked me what I was looking for, what size, etc. without hesitation and with actual determination for getting me this product.
I didn't find what I needed but I could care less at that point. I remember the experience not because they didn't have what I was looking for, but because of that employee and his exceptional and honest service.
Roy Jones
· 4 months ago
As someone just starting out in freelancing, this is a good example and a good pointer that going the extra little bit can really reap the rewards of your efforts.
TimWalker
· 4 months ago
Good post, Chris. The Art of Taking Pains is shared by masters of many disciplines, and its worth celebrating in all of them -- whether we're talking about Michelangelo or Andrea.
Tracy Marlowe
· 4 months ago
I love this post, basically because before I was a marketer I waited tables to work my way through college. I learned so much during those years, and even today, when people ask me why I'm so good at my job I actually tell them I believe it's because I waited tables in college. It taught me several key things on how to service customers, including: 1. Always anticipate your customers needs and be a step ahead of them BEFORE they ask (i.e. refil the tea,fresh bread, bringing them unique strategies to help them exceed their marketing goals they didn't ask for, etc.) 2. Mirror your table. If they're super chatty with you, be the outgoing server. If they're deeply entrenched in conversation and not saying much, then do your job and stay our of their way. This helped me learn how to adjust to my clients various needs in business and to read them very quickly from the start. Any good waiter worth their salt knows how to read their table. But how many times have you encountered people in business who are obviously lacking that same skill? 3. Always go a step beyond. The warmed mug (that's a great one!), the pulled out chair when they go to sit down, etc. All of those things translate well to business...if not just to life!
I have no doubt that Andrea will go on to great success in life in whatever her goals might be. When you do the best possible job in every encounter, no matter how menial it may seem, you will always rise to the top.
Thanks for the reminder! Now I'm all pumped up to start the day!
stevewillinger
· 4 months ago
I learn something every time I read Chris Brogan...Thank you
jackyo
· 4 months ago
Here's the deal- Andrea gave you service to the T because-- you're right- her passion to serve others is what drove to tip 50%. Now to people in industries who directly deal with people, number one priority on your mind should be the comfort of your guest/client -100%. Not in sucking up kind of way- but to make them feel like everything is alright and everything can be taken care of. People love it. People like to feel like they are being taken care, and that is exactly what she did to you.
P.S. Waitressed for 3 years :)
Name
· 4 months ago
While I think that your post demonstrates how good service really plays into a quality experience, I think you should have reciprocated the "good-will gesture" and told her boss. Just as she did a kind thing for you because she cared, it is important to let those know--the same people who directly influence her pay/benefits/further recommendations-- that she is a top-notch employee.Perhaps her supervisor would find it good to know that she's going out of her way. Perhaps that would have led to a nice word from her boss...some slack when she needed to suddenly take time off, etc. Just as she assumed it was a good move on her part to warm your mug, you should have assumed it was in everyone's best interest to explain why you'd be returning.
frank barry
· 4 months ago
How do you balance great service with the budget/scope of a project?
I'd love to "Warm the mug" for every customer on every project that comes through the door, but I struggle with doing that vs. making a profit. Now, I know, a happy customer will tell 5 friends and a customer who is not happy will tell 100. I get that, but what's the right balance?
When you did not tell the manager, I was inspired to write a rebuttal. We should always pay it forward, and not just with a tip.
heatherkmargolis
· 4 months ago
Great post and certainly can be translated to consulting as well. If I say I'm good it means nothing...maybe less than nothing b/c I feel I have to say it. If someone else says I'm good publicly it feels good but again, are there other motives? If someone privately goes out of their way to tell me I'm good or suggests me to someone else in private it speaks volumes!
AngPeregrino
· 4 months ago
This reminds me of a security guard we have here in the Philippines who works for McDonalds. He makes sure you're parked the right way, brings extra condiments to your table without you asking (I asked him about this and he says he notices little things--and knows if the person is looking for something, or is satisfied with what he has on his plate), asks you if you want to read the day's paper. And all this with a genuine smile on his face.
I think if a person is truly happy and really willing to serve, it comes out naturally. Do people give him tips? Maybe. Maybe not. But his consistency is amazing.
@Takuya_Hikichi
· 4 months ago
It's not how unusual Andrea is, but it's easy for everyone else to do what Andrea does but a very few people go out of way to do it. Kudos to Andrea and Chris for bringing this up.
Arga
· 4 months ago
I couldn't agree more... :)
Chuck Smith
· 4 months ago
I had a restaurant that my wife and I would go to only if we got a particular server. Yeah, I know that sounds like a totally snobby thing to say, but here's the deal.
1. He got to know what my wife and I liked. If you have never been to a place and the wine is on the table before you get seated because they saw you walking to the door in the window. Trust me, you will be blown away.
2. It was a local one restaurant place. If you call and make reservations, but only if Jeremy is serving, Jeremy gets noticed.
3. I like people and I like to meet new people, but here is the deal. The interaction was more friends catching up, it just happened that one of the friends worked there. He knew my daughter went to school in VT and we knew how his design school studies were going.
4. When Jeremy left the restaurant, we went back twice and have not been back since.
It is about going the extra mile, but the other point is that it is almost never about the product or the service, but about the person delivering the service. You had food at PF Chang's, but Andrea defined the experience.
anniegirl1138
· 4 months ago
In my teaching career I never could understand those who simply phoned it in. Value was in the daily details.
tdhurst
· 4 months ago
Which place? Makes me want to stop by there when I visit.
kmonaghan
· 4 months ago
Reminds of the saying, "The difference between Good and Great is in the details".
Jim "Genuine" Turner
· 4 months ago
I sent a similar post out on Twitter only in a shorter fashion.
Yes, adding value by doing something unexpected earned her some reward. That is a byproduct of doing more than expected. Something my parents instilled in me at a young age.
Elizabeth_H
· 4 months ago
What an excellent example of customer service. It sounds as though she wasn't doing for tips or for praise, but because working hard and going the extra mile is part of her work ethic. We definitely could take note from her example.
Scott Ellis
· 4 months ago
Very nice to hear stories about customer service like that but also nice to hear that you noticed and appreciated it. In thinking about my business I can find instance of both were we routinely try to go the extra mile (without expecting anything in return) and then get flogged by a customer that tries to take advantage of it. I guess the point is that when it goes both ways people are more likely to go the extra mile, someone just has to take the first step and (appropriately) that should be the service provider.
brandonchesnutt
· 4 months ago
That is good ol' Michigan hospitality!
chicagogrrl
· 4 months ago
Interesting topic. Great comments.
I don't think it's about good or bad service. I'm not sure it's even about customer service. I don't think it is the excellent service that you tipped so much as that the service is different and unique. Andrea has found a way to differentiate herself from other servers. Excellent service = 20% tip. Uniquely excellent service = 50% tip.
Christine
· 4 months ago
My assistant used to work for PF Changs. If you write to PF Changs corporate and tell them about your experience, they do in fact reward this service.
They drill service over and over to their staff. It is *very* important to the corporation. They do, in fact, want to hear about it - they are busy making sure that this experience is what many other people have as well.
You should definitely let her boss know. And everyone above her boss too. You know, if they haven't found this post already.
nthomas00
· 4 months ago
I heard P.F. Chang's was a good restaurant, but Wow! Andrea really went over the top. And you're right, it does make you think about the business you're in, because it demonstrates how quality service is the most important thing in business.
Ever wonder why we're impressed with good service? Enough so that we actually focus our attention from the meal or conversation to the actual service that we get?
At the same time we receive an outstanding service during that particular meal, we also contemplate how easy it is for most to fail at delivering that service. It all comes down to ownership - the intent and pride in the workmanship of the product we deliver.
The great part of this story Chris, is that a great server who really delivered was truly appreciated by someone who notices the small things - and who helps to communicate why those small things are so important.
Kudos to Andrea for her great service.
Rayanne Langdon
· 4 months ago
These are my favourite types of stories. The best part is, well... she's walking the walk. Marketing and social media folks have no shortage of advice to receive about executing extraordinary experiences and simply treating people really well. A lot us ignore this. A lot of us heed the advice for selfish reasons.
Andrea is likely just being a good person who enjoys her job. She probably hasn't been told the importance of delivering the best experience possible. It's nice to see people who aren't miserable in the world : )
wendyw
· 4 months ago
I love this. But not just because she did an excellent job and was rewarded for it, but because that kind of customer service shows that she actually cares about and takes pride in her work. Its a very rare trait these days indeed. thanks for sharing the story.
Dave Linabury
· 4 months ago
You know, Chris. I used to be a waiter and I did little things that people loved, like when I poured coffee, I held a saucer between the customer and the cup to prevent a splash on their clothing. I did very well as a waiter and learned one major thing. Wait staff definitely remember outstanding tippers, but they do NOT remember bad tippers (unless the person was a Grade A douchebag).
If you want to make that person really remember you, and the management, for either stellar or abysmal service, then write on the check. "Hey I got outstanding service!" The checks are audited at the end of the night by the manager, so they certainly see it. Likewise, if I get bad service, I tend to tip 15% to the penny (so they can't say I was a jerk) and write on the check, "Service was terrible. I will not be coming back or recommending this place to anyone." Believe me, you will be remembered.
Robyn Cobb
· 4 months ago
Chris Thanks for sharing your experience. I saw this just as I was preparing to write about one of my recent restaurant experiences that is the antithesis of yours. I truly believe as a business it's about creating irresistible environments consistently. I believe if you do, then and only then will you reap the rewards. Whether you are brick and mortar or virtual you can create irresistible environments that will keep customers returning and even evangelizing . Additionally -- I also believe that marketing is not a department everyone regardless of their job title is in marketing and Andrea proves this point very well! You do have me thinking about our business and how we can create something irresistible.... Thanks Robyn
MarinaMartin
· 4 months ago
In many retail environments, the number of positive comments an employee gets has a significant impact on their future promotions and raises. I'm not familiar with PF Chang's specifically, but I know at other large chains the comment has to be sent in writing to count (which means almost no one does it, so they count even more).
Next time (or now -- there's still time!) I'd leave a comment. Otherwise her manager might never know.
maryhruth
· 4 months ago
On target, Chris! I've also blogged about the virtues of restaurant work. It's the ideal training ground for business! I'm hoping many of our young people found waiting jobs this summer as usual, despite the economic downturn. It's a vital part of their education!
Lucretia (GeekMommy) Pruitt
· 4 months ago
I've had some amazing servers at PF Changs... Including the one in Austin, that saved me from a rough night at the end of SxSW... they tend to get great people.
But yeah, to quote Ludwig Mies van der Rohe "God is in the details."
Cameron Stark
· 4 months ago
Chris - Great stuff and seeing as how I found this through the P.F. Chang's page, I think the home office has taken notice. I'm an Operating Partner for P.F. Chang's in Salt Lake City and it slightly saddened me to hear how wonderful an experience you had, but you didn't want to let the manager know. The best part of my job is hearing from guests. In fact, I try to talk to the majority of the tables when I am in the restaurant, so I know how good or (gasp) not so good we are doing. When I hear your story, it tells me that Andrea gets it. I'm certain that her managers and partner know what an asset she is, but with that rave review, she likely would have gotten a dinner from me, in addition to your 50% tip. I have a feeling that your story will soon make it across my desk and she'll be notorious around the company, because P.F. Chang's wants to reward those who are making positively memorable experiences. I hope the next time you visit P.F. Chang's that you let the manager know about your experience... we thrive of that interaction. Thanks so much for sharing your positive note with so many... I think society focuses too much on the negative nowadays. I'm definitely going to share your note with my staff.
Cindy Knight
· 4 months ago
So glad you could make it to Michigan and glad you received such great service. One of my favorite places to eat. Oh BTW you do a wonderful job and my tip to you is not cash but I tell all about you
Scott John
· 4 months ago
A great story about a 'special' person! To me this is more than just about customer service it is about how we CHOOSE to be in this world.
We don't really know why she did it and I am not sure that it matters.
To me, what matters is that Andrea made a conscious choice to be someone who could exceed your expectations...what an impact that always has!!
May there be more Andreas out there for us all to meet!
Micheal
· 4 months ago
I'm a coffee drink. And I can guarantee the different between warming the mug before pouring the coffee in. But what on my mind is 50% tip. I've never given that much!!!
anthonybrod
· 4 months ago
In today's service economy, exceptional service is the competitive advantage. Nice observation Chris!
I always make a point to tell the manager and my experience more often than not has been a knowing grin and a "thank you" that shows the manager knows that person is a rockstar. I think most restaurant & bar managers have a mental bell curve of the quality of their staff. It's as noticeable to them as it is to us.
I bet you an iced tea that Andrea's manager does in fact know that she is remarkable.
anthonybrod
· 4 months ago
Do not seek the reward. Be happy is what you do and you will do it well. AND, you will be noticed. Kudos Andrea..
Chris, I was a waiter for several years at some of Cleveland's finest restaurants. {MANY years ago}
I also was a waiter and a Maitre'De in Las Vegas.
Wherever I worked, I built my own following-folks that would ask for me when they came in. Good tippers.
Would you like to know why?
It's because I made them ALL feel like VIP's. I made suggestions on what to order, before they even looked at a menu. And they trusted my judgment.
I do the same with the folks that I work with now, all over the country, when trying to match them up to appropriate opportunities in franchise ownership. They tell me as much.
Service baby!
The Franchise King Joel Libava
marciareynolds
· 4 months ago
I agree that when we show we care in a personal way, we not only get "tips" but we leave people feeling good. And, I wish you would have told her boss. She still has to deal with him or her and your comments could have made that relationship just a touch bit better. A thank you from her boss would have been a well-deserved reward for her thoughtfulness.
Carl Lambrecht
· 4 months ago
I think working in the service industry is valuable experience for anyone. Because with every patron, from the happy ones to the grumpy ones, the easy-to-please to the will-never-please, you learn about how to read or anticipate your customer's needs, accommodate their idiosyncracies, and respond to their criticisms. And perhaps we all work in a service idustry of one type or another. No matter if we're a server at PF Chang's in Michigan or a CEO, we have an audience to whom we answer to and need to respond to. And sometimes it's the details that separate the good from the true professionals, such as Andrea.
Michael Smith
· 4 months ago
Absolutely! Had two similar events the other day--from unlikely sources. One was at the local Apple store. I had a meeting with a friend and he was running late. I saw people going into the Apple store--which surprised me because it was early. I needed a new keyboard, so I followed them in. I quickly found what I needed in the empty store and then an employee came up to me and asked if I needed help. He then informed me that the store didn't actually open for 2 more hours (I had followed a bunch of employees in!). But then, he said: " Let me see if I can get one of our hand-helds and check you out now so that you don't have to come back later. He did--and even got his supervisor to help. You better believe I remembered Josh and mentioned him by name when Apple emailed me to ask me how my experience at the Apple store was! (And Josh didn't even get a tip!)
williamarruda
· 4 months ago
Hello Chris,
Great post. We have all had similar experiences. I have a friend, Todd Wetmore, who says "If you can't get out of it, get into it." It reminds me to find passion in everything I do, even if on the surface, it is not my favorite task.
I challenge everyone to think about this when they are just 'going through the motions.' How can you integrate your passion into everything you do?
Very good point. And a very kind post. It is an attitude which could be found more often if we could meet more motivated people. And people who are attentive to get things done the way they would like to be treated. She has done something quite simple and yet (or just because of that) priceless. From time to time we are lucky enough to have this sort of kindness handed to us. I hope we can deliver this level of service.
Nikki Stephan
· 4 months ago
As a former server of five years, I can absolutely relate to this post and love people like yourself who recognize and reward hard workers. Serving for five years taught me a heck of a lot about customer service, and I apply everything I learned in my current job. As always, thanks for sharing your observations, Chris!
Pixie Stevenson
· 4 months ago
I totally agree with your post and love that you noticed what a good server Andrea is. My Marine son, Danny, worked at PF Chang's in Columbus and Chicago. He was a great server. In a prior lifetime, I was a server in a chain called Mark Pi's China Gate. Really great servers treat people the same whether they tip well or not. The tips are great but the real reward is doing a great job.
Susan C Hammond
· 4 months ago
Chris, It's all about treating people as you would like to be treated. Everyone needs to have their boss know how good they are. I hope next time you can speak with the person's boss. Nice tip. Be well.
lemiffe
· 4 months ago
Wow! Indeed!
I just love it when people think about you, as another person, and not just about another customer, more money, or how much they hate their work. I go to many restaurants, pubs, and shops, and I rarely find people really inclined towards good service, and why not, even small talk.
I have stopped by at quite a few restaurants in my city lately, but there is this one special one I found a week ago. Number One Cafe. The service was nice, the prices reasonable, and we even had a bit of small talk about the places nearby, the food and the weather.
"It shouldn't be all about the table number and the money, but more about the person waiting, honey."
cbusimpressions
· 4 months ago
Funny, we just got back from a family vacation in Michigan and had an extremely similar situation with a waitress (different restaurant). She made us feel so special and taken care of that we gave her a hefty tip as well. I actually remarked to my husband how she could teach a sales person or non-profit development officer how to treat a customer or donor. This type of treatment definitely would go far with more sales or donations. Also reminded me to go the extra mile with clients and people in general. What you give is what you get! Thanks for the great post!
Andrew Moon
· 4 months ago
"The Devil is in the Details". We've all heard it. We all have the opportunity everyday to make ALL of our client interactions spectacular. That is what builds trust. Being the "benchmark" by which all other service has been, or will be performed is an awesome thing. Thnx for the reminder Chris.
melaniekissell
· 4 months ago
Chris, my very first job (at age 15) was waiting tables in a local diner - 70 cents an hour plus tips! I'll never forget the truck driver that left me a $5 tip and all he ordered was a cup of coffee. When I told him it was too much and tried to give it back to him, he said:
"Because you smiled, brought me a newspaper, and found me a more comfortable place to sit than at the counter, keep the five bucks, you deserve it!"
That moment has been etched in my brain for 41 years.
iFroggy
· 4 months ago
Great post, Chris. It's so great and important to praise people. It seems like the posts we write about people that get the most attention are the negative ones and part of me really dislikes that culture, even if it is natural. So, I enjoyed this! Great story. :)
One thing I would say is not to discount the boss. One of the reasons Andrea was as great as she was may have been a boss who encourages her, helps her to improve and keeps her on the ball. We all need someone to give us direction and help us grow. The people that work under the "boss" are a direct reflection on the boss. Some bosses don't care, definitely, but many do. My Dad is a boss, and he does.
Like a boss,
Patrick :)
SteveAverill
· 4 months ago
Yup. The big message is that it's not work....it's love. Love is action. Love is a verb and when you're on the receiving end of that it's great but its pretty awesome to give it too. If you love what you do u have a lot of love to give....Great post.
ryancmiller
· 4 months ago
Chris,
Loved this post. Goes to show that people that genuinely care will ultimately reap some benefits, whether that's financial or just consistently making someone's day.
Interestingly, I heard a similar story about a Vermont Taxi cab operator who is using trust and relationships to build his biz. Thought I'd share it. I'll probably knock out a post on it on my own as well. Thanks for another great post..
Awesome... "PF Changs exists in the mid-west" that is a good place to start. I have to say that your retelling of your experience I hope to someday be able to experience that type of service. I can say its been close but the warmed mug was a trump card for sure.
You nailed it when you asked about what we do... do we provide that passion to our clients and those we serve. I would like to think... ABSOLUTELY! However I can honestly say the level of service has never been from my vantage point with my own clients a warm your mug scenario. I go with renewed effort to attempt to attain the level of service I would expect if I were the client/customer.
rockandrollmama
· 4 months ago
Chris, This is so awesome. And the funny thing is, had you tweeted it from the table, Andrea would have known about it before you left the restaurant. PF Chang's Twitter strategy is to "Surprise and Delight" the customer, and their stream is constantly monitored for folks who are currently at the table. Then, because they have a very effective company intranet, that information can be rapidly disseminated. They have a really active Facebook group, loyalty card program (10% off till the end of the year!) and generally so "get" this space.
I feel like that attention to the big picture probably trickles down to the level of retaining the really great servers, the Andreas, because they too are likely treated like valuable community members. It's been my experience that when a company treats people right, they treat them right across the board. And that's worth a lot, to both employees and customers.
(Disclosure: I don't work for PF Changs or consult for them, but I am enough of a geek for them that I've chatted about their marketing stuff a little bit.:) Those crispy green beans!)
TheSpotter
· 4 months ago
Interesting, never tried that approach to my coffee mug
Scott G.
· 4 months ago
What an awesome example of attention to detail! You are right -- it is often the little things that define us. If you are passionate about your business, that will spill over into every detail and every client interaction. That is why I always make it a point to treat each client's business as if it were my own. If it would make me happier to have a warmed mug, then that is a courtesy I would naturally want to share with my clients as well.
I probably would have shared my experience with the boss, however, because it can often make a difference. I am sure Andrea was extraordinary because that was just the type of person she was, but nobody is immune to receiving praises from their boss!
All Comments
It's about going the extra mile regardless if it's for money or not.
Thanks for the reminder :)
However, since what we're talking about here isn't so much about your iced tea (and thank you for calling it "iced tea" and not "ice tea") but going the extra mile for our customers, let's talk about that. I hope that I do. I know that each of my customers is very different. Different personalities, different needs. I make a point of really trying to get to know each and every one of them, so I know what will make them happiest, how I can do, not just a good, but a great job for them. If there's something that'll make their experience better, I try to do that, because it feels great and because I know that if the shoe were on the other foot, that would mean a lot to me.
And this doesn't just pertain to our lines of work, but to life, as well, no?
The warmed mug trick was very cool.
Leo
This post is proof that customer service can go a long way. My wife and I had a similar experience with New Belgium Brewing. I couldn't stop telling my friends and strangers how great they treated us. And just like you, I wrote a blog post about it. On top of that, they are very active in social media, so they posted my post on their own blog. For those who doubt the power of social media, this post shows the value in it for businesses and brands.
Making customers feel good is really the best viral marketing campaign with the biggest ROI :)
Andrea demonstrated customer retention at it's finest.
Thank you for sharing this story, Chris.
To realize that Social Media is every bit about the offline experience as the Online conversations and you can't win like Andrea does.
Great story Chris, thanks for sharing a tale from my home state. Were you in the greater Detroit area perhaps (I can't imagine it was East Lansing, where I went to college)... PF Chang's was my favorite choice for dinner with the parents when they came to visit their hungry college kid at Michigan State!
Since you were impressed enough to blog about it, were you impressed enough to write a letter (no not an email, that's lazy for this kind of message) to the parent company? I've done that a number of times with great results for those I boast about. See if you can find the name of the divisional president or even the CEO. Many times those leaders will send their own note to the folks which again would make Andrea look even more impressive.
Conversely, I'm creating a letter now to Intuit for the exact OPPOSITE of great service. Leaders need to know the really good and the truly unprofessional as well.
Best always,
- Peter
I'm on it.
The thing is, it's a small action, but the reactions can be huge. They stand out a lot more, too. Imagine if that whole coffee shop had an army of Andrea's - would you have noticed as much? Maybe, maybe not.
But the fact she stood out made you think of the bigger picture - and that's where the real magic lies.
Here's to more Andrea's as the norm and not the exception.
I remember when I was a kid 20% was considered a big tip, now it's kind of standard. Tip inflation.
Thanks for sharing Andrea's story! It's a great motivation booster that's especially relevant for me as I work at a coffeehouse part-time as well while juggling studies full-time. In a country (Malaysia) where people always complain about bad customer service and excellent service is not expected, it's easy to be mediocre since everyone else is doing just that (or even worse, providing crappy service).
But I try to challenge myself to not just be on par or slightly better than the average - but to be the best I can be - and it does pay off when you see customers being genuinely appreciative and when after a period of absence (when I have my final exams, for example) you realize that you were missed by your regulars.
Thanks again for the reminder that it's the attitude to go the extra mile that pays off, makes a difference, and gets you noticed - in whatever you do in life, whether it's serving customers at a coffeehouse or blogging. :)
I didn't find what I needed but I could care less at that point. I remember the experience not because they didn't have what I was looking for, but because of that employee and his exceptional and honest service.
1. Always anticipate your customers needs and be a step ahead of them BEFORE they ask (i.e. refil the tea,fresh bread, bringing them unique strategies to help them exceed their marketing goals they didn't ask for, etc.)
2. Mirror your table. If they're super chatty with you, be the outgoing server. If they're deeply entrenched in conversation and not saying much, then do your job and stay our of their way. This helped me learn how to adjust to my clients various needs in business and to read them very quickly from the start. Any good waiter worth their salt knows how to read their table. But how many times have you encountered people in business who are obviously lacking that same skill?
3. Always go a step beyond. The warmed mug (that's a great one!), the pulled out chair when they go to sit down, etc. All of those things translate well to business...if not just to life!
I have no doubt that Andrea will go on to great success in life in whatever her goals might be. When you do the best possible job in every encounter, no matter how menial it may seem, you will always rise to the top.
Thanks for the reminder! Now I'm all pumped up to start the day!
P.S. Waitressed for 3 years :)
I'd love to "Warm the mug" for every customer on every project that comes through the door, but I struggle with doing that vs. making a profit. Now, I know, a happy customer will tell 5 friends and a customer who is not happy will tell 100. I get that, but what's the right balance?
I'd LOVE some thoughts/feedback/ideas =)
http://twitter.com/franswaa
I think if a person is truly happy and really willing to serve, it comes out naturally. Do people give him tips? Maybe. Maybe not. But his consistency is amazing.
1. He got to know what my wife and I liked. If you have never been to a place and the wine is on the table before you get seated because they saw you walking to the door in the window. Trust me, you will be blown away.
2. It was a local one restaurant place. If you call and make reservations, but only if Jeremy is serving, Jeremy gets noticed.
3. I like people and I like to meet new people, but here is the deal. The interaction was more friends catching up, it just happened that one of the friends worked there. He knew my daughter went to school in VT and we knew how his design school studies were going.
4. When Jeremy left the restaurant, we went back twice and have not been back since.
It is about going the extra mile, but the other point is that it is almost never about the product or the service, but about the person delivering the service. You had food at PF Chang's, but Andrea defined the experience.
http://twitter.com/Genuine/status/2913945769
Yes, adding value by doing something unexpected earned her some reward. That is a byproduct of doing more than expected. Something my parents instilled in me at a young age.
I don't think it's about good or bad service. I'm not sure it's even about customer service. I don't think it is the excellent service that you tipped so much as that the service is different and unique. Andrea has found a way to differentiate herself from other servers. Excellent service = 20% tip. Uniquely excellent service = 50% tip.
They drill service over and over to their staff. It is *very* important to the corporation. They do, in fact, want to hear about it - they are busy making sure that this experience is what many other people have as well.
You should definitely let her boss know. And everyone above her boss too. You know, if they haven't found this post already.
-Nikki-
At the same time we receive an outstanding service during that particular meal, we also contemplate how easy it is for most to fail at delivering that service. It all comes down to ownership - the intent and pride in the workmanship of the product we deliver.
The great part of this story Chris, is that a great server who really delivered was truly appreciated by someone who notices the small things - and who helps to communicate why those small things are so important.
Kudos to Andrea for her great service.
Andrea is likely just being a good person who enjoys her job. She probably hasn't been told the importance of delivering the best experience possible. It's nice to see people who aren't miserable in the world : )
If you want to make that person really remember you, and the management, for either stellar or abysmal service, then write on the check. "Hey I got outstanding service!" The checks are audited at the end of the night by the manager, so they certainly see it. Likewise, if I get bad service, I tend to tip 15% to the penny (so they can't say I was a jerk) and write on the check, "Service was terrible. I will not be coming back or recommending this place to anyone." Believe me, you will be remembered.
Thanks for sharing your experience. I saw this just as I was preparing to write about one of my recent restaurant experiences that is the antithesis of yours. I truly believe as a business it's about creating irresistible environments consistently. I believe if you do, then and only then will you reap the rewards. Whether you are brick and mortar or virtual you can create irresistible environments that will keep customers returning and even evangelizing . Additionally -- I also believe that marketing is not a department everyone regardless of their job title is in marketing and Andrea proves this point very well!
You do have me thinking about our business and how we can create something irresistible....
Thanks
Robyn
Next time (or now -- there's still time!) I'd leave a comment. Otherwise her manager might never know.
But yeah, to quote Ludwig Mies van der Rohe "God is in the details."
We don't really know why she did it and I am not sure that it matters.
To me, what matters is that Andrea made a conscious choice to be someone who could exceed your expectations...what an impact that always has!!
May there be more Andreas out there for us all to meet!
Resveratrol
I always make a point to tell the manager and my experience more often than not has been a knowing grin and a "thank you" that shows the manager knows that person is a rockstar. I think most restaurant & bar managers have a mental bell curve of the quality of their staff. It's as noticeable to them as it is to us.
I bet you an iced tea that Andrea's manager does in fact know that she is remarkable.
Resveratrol ultra
I was a waiter for several years at some of Cleveland's finest restaurants. {MANY years ago}
I also was a waiter and a Maitre'De in Las Vegas.
Wherever I worked, I built my own following-folks that would ask for me when they came in. Good tippers.
Would you like to know why?
It's because I made them ALL feel like VIP's. I made suggestions on what to order, before they even looked at a menu. And they trusted my judgment.
I do the same with the folks that I work with now, all over the country, when trying to match them up to appropriate opportunities in franchise ownership. They tell me as much.
Service baby!
The Franchise King
Joel Libava
Great post. We have all had similar experiences. I have a friend, Todd Wetmore, who says "If you can't get out of it, get into it." It reminds me to find passion in everything I do, even if on the surface, it is not my favorite task.
I challenge everyone to think about this when they are just 'going through the motions.' How can you integrate your passion into everything you do?
Best.
William
www.williamarruda.com
It's all about treating people as you would like to be treated. Everyone needs to have their boss know how good they are. I hope next time you can speak with the person's boss. Nice tip. Be well.
I just love it when people think about you, as another person, and not just about another customer, more money, or how much they hate their work. I go to many restaurants, pubs, and shops, and I rarely find people really inclined towards good service, and why not, even small talk.
I have stopped by at quite a few restaurants in my city lately, but there is this one special one I found a week ago. Number One Cafe. The service was nice, the prices reasonable, and we even had a bit of small talk about the places nearby, the food and the weather.
"It shouldn't be all about the table number and the money, but more about the person waiting, honey."
"Because you smiled, brought me a newspaper, and found me a more comfortable place to sit than at the counter, keep the five bucks, you deserve it!"
That moment has been etched in my brain for 41 years.
One thing I would say is not to discount the boss. One of the reasons Andrea was as great as she was may have been a boss who encourages her, helps her to improve and keeps her on the ball. We all need someone to give us direction and help us grow. The people that work under the "boss" are a direct reflection on the boss. Some bosses don't care, definitely, but many do. My Dad is a boss, and he does.
Like a boss,
Patrick :)
Loved this post. Goes to show that people that genuinely care will ultimately reap some benefits, whether that's financial or just consistently making someone's day.
Interestingly, I heard a similar story about a Vermont Taxi cab operator who is using trust and relationships to build his biz. Thought I'd share it. I'll probably knock out a post on it on my own as well. Thanks for another great post..
Here's the original article: http://su.pr/8IBxYh
@ryancmiller
You nailed it when you asked about what we do... do we provide that passion to our clients and those we serve. I would like to think... ABSOLUTELY! However I can honestly say the level of service has never been from my vantage point with my own clients a warm your mug scenario. I go with renewed effort to attempt to attain the level of service I would expect if I were the client/customer.
This is so awesome. And the funny thing is, had you tweeted it from the table, Andrea would have known about it before you left the restaurant. PF Chang's Twitter strategy is to "Surprise and Delight" the customer, and their stream is constantly monitored for folks who are currently at the table. Then, because they have a very effective company intranet, that information can be rapidly disseminated. They have a really active Facebook group, loyalty card program (10% off till the end of the year!) and generally so "get" this space.
I feel like that attention to the big picture probably trickles down to the level of retaining the really great servers, the Andreas, because they too are likely treated like valuable community members. It's been my experience that when a company treats people right, they treat them right across the board. And that's worth a lot, to both employees and customers.
(Disclosure: I don't work for PF Changs or consult for them, but I am enough of a geek for them that I've chatted about their marketing stuff a little bit.:) Those crispy green beans!)
I probably would have shared my experience with the boss, however, because it can often make a difference. I am sure Andrea was extraordinary because that was just the type of person she was, but nobody is immune to receiving praises from their boss!