chrisbrogan.com - Latest Comments in Warm the Mug

Re: Warm the Mug

Curmudgeonly Ad Guy — Tue, 26 Jan 2010 17:53:13 -0000

yes, but is there any benefit to the server from such a compliment? It is not like they can get a raise or anything. Tell the server to offer organic coffee and then watch how her tips perform. People are usually blown away by the difference..

Re: Warm the Mug

Scott G. — Thu, 20 Aug 2009 15:46:51 -0000

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!

Re: Warm the Mug

TheSpotter — Wed, 12 Aug 2009 10:26:01 -0000

Interesting, never tried that approach to my coffee mug

Re: Warm the Mug

rockandrollmama — Thu, 06 Aug 2009 00:20:04 -0000

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!)

Re: Warm the Mug

chrisjohnson — Tue, 04 Aug 2009 23:19:13 -0000

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.

Re: Warm the Mug

ryancmiller — Tue, 04 Aug 2009 22:03:14 -0000

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..

Here's the original article: http://su.pr/8IBxYh

@ryancmiller

Re: Warm the Mug

Arga — Tue, 04 Aug 2009 02:37:18 -0000

I couldn't agree more... :)

Re: Warm the Mug

SteveAverill — Mon, 03 Aug 2009 18:11:53 -0000

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.

Re: Warm the Mug

Patrick O'Keefe — Sat, 01 Aug 2009 16:53:11 -0000

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 :)

Re: Warm the Mug

melaniekissell — Sat, 01 Aug 2009 13:50:47 -0000

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.

Re: Warm the Mug

Andrew Moon — Sat, 01 Aug 2009 13:44:45 -0000

"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.

Re: Warm the Mug

cbusimpressions — Fri, 31 Jul 2009 17:14:27 -0000

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!

Re: Warm the Mug

lemiffe — Fri, 31 Jul 2009 13:28:13 -0000

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."

Re: Warm the Mug

Pixie Stevenson — Fri, 31 Jul 2009 10:23:02 -0000

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.

Re: Warm the Mug

Nikki Little — Fri, 31 Jul 2009 10:03:42 -0000

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!

Re: Warm the Mug

Kleber Oliveira — Fri, 31 Jul 2009 09:40:48 -0000

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.

Re: Warm the Mug

williamarruda — Fri, 31 Jul 2009 09:21:10 -0000

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?

Best.
William
www.williamarruda.com

Re: Warm the Mug

Michael Smith — Fri, 31 Jul 2009 09:02:05 -0000

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!)

Re: Warm the Mug

Carl Lambrecht — Fri, 31 Jul 2009 08:23:56 -0000

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.

Re: Warm the Mug

Marcia Reynolds — Fri, 31 Jul 2009 07:43:06 -0000

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.

Re: Warm the Mug

The Franchise King — Fri, 31 Jul 2009 07:41:30 -0000

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

Re: Warm the Mug

anthonybrod — Fri, 31 Jul 2009 07:39:51 -0000

Do not seek the reward. Be happy is what you do and you will do it well. AND, you will be noticed. Kudos Andrea..

Resveratrol ultra

Re: Warm the Mug

Clay Hebert — Fri, 31 Jul 2009 07:39:06 -0000

Great post, Chris but I'll disagree on one point.

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.

Re: Warm the Mug

anthonybrod — Fri, 31 Jul 2009 07:30:45 -0000

In today's service economy, exceptional service is the competitive advantage. Nice observation Chris!

Resveratrol

Re: Warm the Mug

Micheal — Fri, 31 Jul 2009 00:37:21 -0000

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!!!