I left Xiangtan behind with all of it's, um, features including dirty streets, trash, potholes, broken down taxi's and the like and made it back to the beautiful city with all IT'S features (clean streets, manicured gardens, good streets, new taxi's, etc). I really do enjoy Xiangtan, but let's face it; Chengdu is another level of excellence that Xiangtan only dreams about.
I am traveling with our Asia Quality Manager, Frank Wang. And we had an uneventful trip over and arrived Saturday evening in time for a most enjoyable dinner of Beijing Duck and Dan Dan Noodles (best noodles - ever!).
We are in the Crowne Plaza right smack dead center of the city so we are right in the middle of all the big-city hussle and bustle. Everyone was headed out for the clubs, bars, and parties all decked out in their finest. Frank was a little tired from flying so we parted ways around 08:30 PM. I headed back out just to walk around and refamiliarize myself with the area. I remembered the Swenson's Ice Cream Parlor (San Francisco-based chain) near this hotel and since it is just off the side of the big walking shopping mall, I headed that way.
I really more or less assumed it would be closed as I figure ice cream is not a big item in China and it has been a long time since I stopped in, but I was pleasantly surprised when I saw the sign. Still open for business. Guess I was wrong.
I was was even more surprised when I saw that the girl who always worked there was still there.I was flabbergasted when she remembered who I was!
I nearly fainted when she remembered my favorite choice (ok, so maybe I AM a creature of habit)!!
She was excited to see me and said "Long time; no see." and proceeded to show me to an outside table under an umbrella. She began to hand me the menu then snatched it back and said "Wait, you want a 'Goldrush'!"
Wow!!! Its been easily 2 years since I last stopped in there and she remembered everything! Admittedly, neither of us remembered names, so we went through that. Her's is Tamm Ping (Tiffany in English).
Turns out, she has been quite busy in these two years. She is now 28 years old and has been promoted to Manager. Got married. Had a child. And is trying to save money to buy the franchise as her own. Her husband is the manager of the "Peter's Tex-Mex" chain here in town (3 locations and a VERY succesful venture catering to the Ex-Pat crowd in Chengdu). So life has been very good to her. Chinese Capitalism at its finest - and the way it's supposed to work.
We chatted off and on while she managed the other customers and she lamented business has been slow. I thought the place was pretty busy. She said most customers are only buying the ice cream and not so much the other food items available. But she was quick to point out "But ... Swensen's IS ice cream".
So I sat outside under rain threatening skies and enjoyed some real ice cream. A scoop of chocolate, a scoop of coffee, some hot caramel fudge, real whipped cream and of course, the cherry.
I was so relaxed, I picked up the phone and called home just to gloat!!
So the week is starting off well. I'm sure I can write more later; It is Chengdu, after all.
8 comments:
i'll have you know i read your last few posts. and i liked the last one it was written very well
... ECM
Will wonders never cease ... my daughter actually gave me a compliment!!
This is a great story of customer service! My customer service speaker friends would love to be able to tell this one!
Very cool. Years ago, I was in Jamaica and received outstanding service at the resort where I was staying. Arlene commented on the service to me. I said, “These people understand the connection between their treatment of the customer and not only their well-being and success, but their country’s well-being and success. Tourists are the lifeblood of Jamaica.
In the same way, I found the story of the woman in Swenson’s to be similar. Clearly, this woman understands the connection between customer happiness and her future. She (and her husband) doesn’t worry about anything else but whether their customers are happy.
Great piece.
Steve Cohn - Customer Service Expert friend of Marty's
A follow up to this story ... having stopped in a 2nd time.
Tamm Ping comes over and says "Can I ask you a private question?"
I reply sure.
She hesitates and then asks "Do you know Jesus?"
"Of course I do"
"Me, too! Ten years! Changed everything!!" then she walks over to the stereo and turned it up so I could hear her Christian music outside.
She has more going for her than I realized.
Maybe that's why I have been strangely drawn to her store?
Hope my Starbucks is still there (near the Australian pub place). Safe travels.
...Jerry S
Well, Jerry; there is a Starbucks near out hotel, but I haven't traveled south yet to the Shamrock Bar so I dont know if your Starbucks is still there - but its a Starbucks; so probably yes.
Wow. Story gets better and better. Don't get Tamm Ping arrested!
... Marty
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