You see a lot written about bad customer service and bad customer experiences in general. It’s nearly Christmas, or I feel like relating a more positive customer experience and I feel like being upbeat for a change!
I’m actually writing this article in my local Starbucks, and while was waiting for my coffee just now, I noticed something that set in motion the thought process prompting this article. What I saw was a sign saying:
“Your drink should be perfect every time. If not, let us know and we’ll make it right”
That sign has probably been there for quite a while and I’ve always missed it before – but that’s just an aside. It reminded me of one of the main reasons why I like being a Starbucks customer: in my experience they understand customer service!
I’ve been in Starbucks shops many times over a few years so, inevitably, occasionally, something has gone wrong. This is how I know they do put their words into actions. For example, I remember on one occasion my coffee was somehow missed out, as well as the coffee I’d ordered at the time I got a voucher for a free coffee (I can’t remember if there was a time limit on it or not, but if there was it certainly gave me plenty of time in which to use it). This created a lot of goodwill with me as a customer. It’s not the material value of the free coffee that buys that goodwill either, it’s the making of the gesture!
Anyway, that’s it. I just thought I’d relate one happy customer experience from my own personal experience. I’m sure their attitude in this respect has contributed much to the success of Starbucks.
Any other positive customer service experiences? Please comment or contact me.
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