Mocha with what?

I had my secret shopping hat on today as I moved through the Airport. I stopped to get coffee at Starbucks as many of you do from time to time, and I noticed on the wall behind the counter their 100 percent customer satisfaction rating on the latest secret shopping score. But their secret shopping score must have come with another crew. The crew working today a head no teamwork. I’ve become so accustomed to Starbucks that I was a little surprised the person taking orders mumbled to the person who was brewing the coffee. The person taking orders had sloppy handwriting on the cups. As I stood in line the brew master got four drinks wrong because the person calling the order did not speak clearly and did not use the right code. It was a little thing. I didn’t mind reminding the person I needed whipped cream, but I could tell there was tension behind the counter. I could tell a few customers were annoyed. It was a little thing. But sometimes a little thing is all it takes to go to Java Joe next time. So one of the challenges of having a good customer service routine is the fact that you raise expectations so that your customers are not willing to settle for less than what they are used to. Now probably in a day or two I will have forgotten about this experience, but maybe some others wouldn’t. So the burden of a good customer service plan is that you really have to stay on top of it.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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