As I drove into the office this morning for an important board of directors meeting, I dropped off my kids at school and stopped by Starbucks to grab a quick latte. I ordered and drove around to the pickup window, but sat there for a bit. As I looked in through the window, it was clear that everyone was hustling, and they were likely understaffed for the Wednesday morning rush. I grew increasingly impatient as I waited thinking about how I might change the way they work, make them more efficient, change the shift schedule, automate things (for the record, I know very little about coffee production). Finally, the barista showed up and handed me a latte. "It's on us" he said. "We're a bit slow this morning". Then, he smiled and looked at me said, "Come back and see us tomorrow. We'll be better then". With that small, but directional statement, all of my impatience and frustration melted away. What a strong reminder of how important customers are in the services industry. I think I will go back tomorrow...
Ben Cheetham
2mo
Also the accountability, instead of shifting the blame on being understaffed or other factors.
James David Long
2mo
Empathy is a hell of a drug.
Wendi Pratt
1mo
Love this. And.... I think you know a little bit about coffee... 😉
Lonnie Barish
2mo
This is a great reminder that a little bit of patience on your part and an even better understanding of customer service on their part make a better day for all!
Jessica Carmen
1mo
I'll text you my order...seriously, it's amazing how far kindness can go. There is no better way to diffuse a frustrated customer than by making them feel seen. Cool
E. Gay Grossman
1mo
This is when you put a larger than expected bill in his hand, say a genuine thank you, and remind him it’s ok, the day will get better.
Joseph Carleone
2mo
Amazing things happen when you put the customer first
Carey Sukman one for you!!
Troy Fugate
1mo
Wow
President & CBO, LumaCyte Precision PAT Analytics | Label-Free Cellular Fitness & Characterization | Real-Time Production Monitoring | Potency Assays
2moBeautiful post Bruce… a great illustration of how leadership is at all levels within an organization. This gentleman took accountability for the short comings of his team today and in doing so he showed humility and empathized with you, his customer. So many could have gone with the arrogant approach… thanks so much for sharing!! Humble leadership has lasting impact… you are now willing to go back tomorrow and try again!