Thursday, April 22, 2010

What I learned about customer service from Starbucks.

Oh Starbucks. I have been pretty open and honest with the Internets about my obsessive love for you. To protect our relationship, I have lied to my husband. I have hidden evidence. What? That cup? That's from last week. Hmm? Yes, I do find it weird that the ice has not melted since last week. When we were weighing out the options on our move, "No Starbucks in new town" was on my negative list. Sometimes, I plan my day around you, Starbucks. If I run errand A at such and such time, I can drive past a Starbucks. So Starbucks, you see, we have had good times, and I find it hard to talk bad about you. But. But. I am a tad bit annoyed with you right now.

The two closest SB's are a good fifteen minutes away, in two opposing towns. Both are slightly inconvenient. I have to go a bit out of my way to get to either. That leaves SB number three. It is about twenty minutes away, but near other stores that I sometimes need to go to. Read: TARGET. It's not everyday that I make it by SB anymore. My sometimes twice a day habit is now down to twice a week. If I am lucky. So on those rare occasions that I do get to SB, it better damn well be good.

Yet SB #3 sucks. Consistently. Once, they made the wrong drink for me. I ordered correctly. I had the receipt in my hand to prove it. Then, they fussed at me for not wanting the wrong drink. I mean, it was cold outside, I should want a hot drink. Why on earth did I order a cold one anyway? The second time, they forgot the white mocha part of my iced white mocha. When I explained this, they were severely confused. I wanted extra white mocha? I don't like white mocha? How about a new cherry mocha! Today, I figured, third time's a charm. They were bound to improve. Right? Wrong.

I ordered my usual. I stepped aside. Then, the barista explained that she just needed to restart the empty coffee maker. While the other three employees watched. Meanwhile, I waited and the line at the register grew. When the coffee maker was restarted, I expected the barista to go back to making my drink. That I had ordered a full five minutes ago. Instead, she returned to the register to help the two men that walked in less than a minute ago. Obviously. They placed their orders, plain coffees and pastries. Which she immediately served. At my, "Excuse me," and gesture she responded, "I am sorry, their orders are just so much easier." Oh yes. That makes sense. I will just stand here until someone orders a much more complicate drink.

At first I was annoyed. Then I realized. I am clearly in the wrong and know nothing about customer service.

PS To all of our clients. We will only be mowing those houses with very little flowerbeds to maintain today. They are easier. Don't worry, we will still charge you. And make you wait indefinitely until we feel like getting around to you. Thanks.

4 comments:

Allison said...

all I can say is invest in a really good way to make your drink at home. I too had a two-to-three a day habit (in FANTASTIC SB city of SF) and now am down to almost one a month....I am constantly disappointed. Was the coffee at least good?

I am Trish Marie said...

It was good, at least!

And let's not talk sbout the fancy espresso machine Kenny bought me that I am too lazy to use!

Clemson Girl said...

see go to dunkin donuts. they are better and tastier ;)

Not a Granny said...

Have I mentioned that my Target has a SB in it? And that I make it a habit to shop at Target frequently?