I write often about what the customer experience should look like, how the customer should be treated, what happens when the customer doesn’t receive the best service or has a poor experience.
A few of my posts come from personal experiences. This is one of them.
My wife and I like to eat out at restaurants. We do this on the weekend as after the week of cooking at home. We like to get out and have someone else cook for us. We eat at P.F. Chang’s a lot! So much so that some of the hostesses at the front know our faces when we come in. We pretty much order the same dishes and the food is always good. Occasionally, something will be off with the food or service, but they always make it right.
I’d like to shine the light on one server in particular though. This lady, is what you would call in my opinion a natural at what she does. Her name is Angie. From the first time we had the opportunity to sit at one of her tables she has been nothing but exceptional in how she cares for us. Let me give you one example (there are many). My wife likes the Hot and Sour soup at P.F. Chang’s . However, she does not like the tofu that comes in the soup. My wife asks if she could have mostly broth. Now, even though that soup is already made up with everything in it. Angie magically finds a way to bring that soup to my wife with mostly broth every time! Angie knows that my wife does not like brown rice and she automatically brings the white rice with her main entrée. Angie knows that if my wife orders lettuce wraps that she does not want the rice sticks. Angie is above amazing at what she does. She is phenomenal (Sorry, I gave more than one example).
Angie has a way of connecting with the customer on a personal level where she makes us feel like we are a guest in her own home. Angie makes suggestions for entrees to try when we are not sure what we want. Angie even knows some of the dishes we have ordered in the past and she offers those dishes as a suggestion if we are still undecided. Angie reviews our food before it comes to the table and if it does not look right to her (if she wouldn’t eat it) she sends it back to the kitchen for it to be re-made (How awesome is that!) Sometimes, when we are out and about we may stop by P.F Chang’s for dinner. We always ask for Angie. If she is not working, sometimes my wife and I will try a different place to eat. If Angie is working and her tables are super busy, we’ll wait just so we can have Angie as our server. She is exceptional!
A few word that describe Angie which are essential if you are trying to provide an exceptional customer experience.
Angie has no doubt raised the bar on what it means to deliver exceptional customer service. She is the example of what it mean to find that personal connection with your customers so that they will want to come back over and over again. I am sure P.F. Chang’s has a brand that they live by. Angie is a true representation of that brand. So, if you are ever in Columbus, Ohio and you like P.F Chang’s. Stop by the Easton Town Center location and ask for Angie. You will no doubt have an amazing experience.
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