I had an aha moment today... It was actually a Starbucks moment (and no I wasn't overdosing on a double espresso,) but I did stop and say aha, or rather, "that's the true meaning of customer service.
A little background - I am a true Starbucks addict. Started back in DC when I had to pass one on the way to work, got worse when we started the business out of the house and we used the local one as a second office. I've cut back a little but still can't really kick the habit. I have my order down pat, no muss, no fuss. It doesn't change. And one of the great things about Ohio - the drive through Starbucks. I pull in, I order, I pay, I leave a happy camper. No muss, no fuss, all very quick. That is until today.
Today's experience was slightly different than normal. It started out the same. I pulled up to the drive through, ordered my venti black unsweetened tea with a raw sugar on the side and then....
Starbucks guy - "Sorry, I can't hear you can you repeat that?"
Me - Louder - " Venti black unsweetened tea with a raw sugar on the side"
Starbucks guy - "I'm still having problems hearing you, can you repeat that?"
Me - Yelling Really Loud - "VENTI BLACK UNSWEETENED TEA WITH A RAW SUGAR ON THE SIDE."
Starbucks guy - "There must be something wrong with my ear piece. I still can't hear you drive around to the window and order.
I try to pull around an order but I'm four cars back. Four cars and they aren't even starting my order yet because they can't hear me. This is frustrating. Should I wait - but I really need to get to the office already. Should I just leave - probably but I really want my tea!!! Solution - doesn't seem to be that many people in the store. I'll park, get out of my car and order in person.
In the store - Me - I'd like a venti black unsweetened tea with a sugar on the side. (Okay, I admit this was said with a little force)
Starbucks girl - Wow - you really know what you want.
Me - Well, I'm a little frustrated, I tried to order in the drive-through, but someone's ear piece wasn't working and I had to come inside.
Starbucks girl - I am so sorry that happened. I'll comp your drink for you.
Me - It's not your fault. You don't have to do that. I'm just a little frustrated but it's not because of you.
Starbucks girl - Not a problem, we want you to be happy. Here is your drink, no charge, have a great day.
Me - WOW! Thanks.
I guess the point of all of this is that customer service really does matter. People, ever regular customers recognize it and appreciate it. Would I have continued to go to Starbucks even without the free tea? Yes, but this stood out. It made me notice that they went out of their way to make me happy. It made me that much more of a loyal customer. It would have been easy for the Starbucks girl to just get me my order and that would have been that. I would have left, a little annoyed but its Starbucks, a big company, what can you do? Instead, she took the time to make sure I was happy with my experience, that a bad experience was turned into a good one. It was just a little thing in the scheme of things, but it made a difference in my day. I walked out thinking, "that was great customer service." The little things do matter and if you can make a positive impression, even after a screw-up, it is definitely worth it.
In the end the customer wants what.....
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