The one thing that kept me at PF Chang's was 'the message'. "We are truly glad you are here, and we will do everything we can to make you want to come back." We, as FOH staff, lived by this motto. It's not about driving business to a specific location for an 'experience', it's about ensuring total guest satisfaction so guests will return over and over. Establishing relationships with guests ensures return business, which, in turn, drives future sales.