“Wait a minute. You didn’t like your food at PF Changs?”
Had drinks and dinner with my sister Jennifer the other evening at PF Changs.
Now, I love PF Changs. I’m always happy with the food, drinks and service. This time, however, I tried something new and it left me feeling a wee bit disappointed.
The story: I usually get Chang’s Spicy Chicken because it’s just the right balance of strong, tangy flavor and heat. For some reason that day, I just wanted to be different so I decided on Orange Chicken. That turned out to be a bad choice because I just didn’t like it. (It wasn’t tangy or spicy at all.) My server, Star, offered to get me some CSC, but I told her it wasn’t necessary, that I had ordered the Orange Chicken and I would eat it. Shortly thereafter, the manager (I think) Danny came to check on me. I told him the same thing I told Star to which he said “But I don’t want you to settle.” Now that’s a man after my own heart! When he said that, I couldn’t resist the offer and he brought me a fresh dish of Chang’s Spicy Chicken.
Even though it cost them $13.50 to give me a different dish, here I am writing this blog post. I’ll also tell this story to my friends. And, finally, I’ll be sure to return. That seems like a pretty darn good use of $13.50 to me.
Lastly, I owe a big thanks to Star and Danny for taking such great care of me. Thank you! Keep up the good work!
Image credit: Alaivani
TweetCustomer Experiences Are …..Investments?
A thought occurred to me the other day and I thought I’d reach out to you for your opinion. The thought? Well, it’s that every interaction with a customer should be considered an investment. Generally when you invest in something, the hope is that it produces a return.
And what is that return, you might ask?
If you’ve provided a customer with a great experience, they will likely share that information with their network. Any sales from that network (or that network’s networks’ networks) constitute your return. All it took was doing right by the original customer. Seems like a pretty easy way to make money to me.
What do you think?
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A little about this blog
I love and appreciate great customer service and that's why I started this blog...to help say "Thank you" to all of those individuals who go above and beyond to deliver a great customer experience. Won't you help me pass along the kudos to these deserving people?
If you're curious about me, click here.
