Comments on: Warm the Mug

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By: The Yin & The Yang of Customer Service — Honeybee Consulting

The Yin & The Yang of Customer Service — Honeybee Consulting — Mon, 19 Apr 2010 10:14:40 +0000

[...] companies take an attitude similar to Sarah’s. A while back, Chris Brogan wrote a post called Warm The Mug. It was about how the littlest things can make all the difference to a customer’s experience. [...]

By: Curmudgeonly Ad Guy

Curmudgeonly Ad Guy — Wed, 27 Jan 2010 03:53:13 +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..

By: Scott G.

Scott G. — Fri, 21 Aug 2009 00:46:51 +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!

By: Scott G.

Scott G. — Thu, 20 Aug 2009 19:46:51 +0000

By: » Little Things Put You Over the Top :: Strategic Intuition // Coup d’Oeil

Fri, 14 Aug 2009 15:10:56 +0000

[...] of the customer. We tend to think such things require something grand, but it can be as simple as Warming the Mug before serving the coffee. Small efforts — an ounce of pressure in just the right places: the [...]

By: TheSpotter

TheSpotter — Wed, 12 Aug 2009 14:26:01 +0000

Interesting, never tried that approach to my coffee mug

By: What Are Organic Coffee Beans? | Organic Coffee Beans Deals Blog

What Are Organic Coffee Beans? | Organic Coffee Beans Deals Blog — Mon, 10 Aug 2009 18:24:14 +0000

[...] Warm the Mug (chrisbrogan.com) Share and Enjoy: [...]

By: rockandrollmama

rockandrollmama — Thu, 06 Aug 2009 04:20:04 +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!)