Monday/Starbucks – part 2
March 26, 2008, 8:42 am
Filed under: Excellence, Guest Services, Life happens, Perspective

Before I continue from yesterday’s post, let me just make a disclaimer that I am not one of those live-and-breathe-Starbucks-is-the-only-way-and-I-will-drink-no-other-coffee kind of people. I mean, I enjoy their coffee and the atmosphere they’ve created, but I also enjoy my free cup of coffee every morning. Ok…

So I walked into the bucks and before I got my sunglasses off the barista (not the register person) asked, “Hi ma’am, what can I get started for ya?”

I wasn’t ready for that! I hadn’t even had time to think! This guy didn’t have the “I’ll wait for the register person to get back and tell me what to do” mentality. He took the initiative to get started. I don’t know if that was him or if that’s something they train their people to do, but I was impressed. He owned it.

So I got my coffee, found a corner, and commenced a good long read – probably close to 3 hours. Around hour 2 the same barista came up to me and said,

“Hey you’ve been reading for a while, would you like another drink?”

Shocked, I hesitate/contemplate.

“Yeah, you would. What can I get for you? Think quick.”

“Caramel macchiato would be great. Thanks.”

Less than 5 minutes later he comes back with a VENTI caramel macchiato. Not a tall, not a grande. He brought the big one. And no, I didn’t have to pay for it. He also grabbed my empty cup and threw it away and then asked about the book I was reading.

Now…what all this over the top service communicated was “you matter to us.” They took notice of me and paid attention. I left that place feeling like a celebrity.

I’m sure Starbucks doesn’t train their employees by teaching them the tactics of drink refilling. I doubt they have policies in place that dictate “how to build rapport with your customers.”

My guess is that they pick the right people and empower them to carry out the vision.

And it works.


2 Comments so far
Leave a comment

Excellent observation Sydney! And a good point as well.
Thanks for taking the time to recognize, and communicate to us, how impacting excellence is all around when we are open to seeing it.

Comment by ceschneider

There is a great lesson here not only for business but for the church in general. Great story

Comment by charles

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