Comments

I've been more aware of the "experience" aspect of service over the past three years. I worked part-time at Starbuck's a year ago as a "barista." Starbuck's spends BIG bucks in training their employees to give "Legendary Customer Service." It isn't enough to give the customer a cup of coffee. This is an experience, a treat - and how the Starbuck's employee treats them is how this customer will remember it. The company goes to extreme lengths to ensure that the experience will be duplicated at any Starbuck's location around the country and overseas.

That said, I can't understand why it would lease it's franchise to a grocery store in the Midwest and then supply these little "coffee kiosks" with grocery store employees. After the intensive training I went through, I find it amazing that Starbuck's would allow anyone else to serve their coffee other than someone who has a solid understanding of "Legendary." I think it's a mistake and believe there are long-term customers being lost in the process.

Last year, a friend started her training in becoming a "Trager" body movement therapist. Not sure what to call these folks. It's sort of like massage but the Trager therapist takes certain body parts and gently moves them by rolling, jiggling, slight pressing and slow movements. Dr. Trager's question was: How can this movement be easier?

In today's frenetic environment, I find that question valuable. I use it in my business. "How can this be easier for the client?" If I can simplify their life and provide the solution they need with minimum frustration/irritation on their part; I consider myself succeeding. I find this kind of approach dovetails nicely with the "legendary experience" I want to provide. If I'm asking the client's right questions (and more importantly, answering them), then it's a win-win for both sides.

Posted by Mary Rose Maguire at January 17, 2005 2:47 PM

Just a note on the grocery store starbucks, Mary. Here in Colorado, Safeway gives a coupon for a free whatever to every person who spends more than $50. As I'm sure you can imagine, this makes for an incredibly surly barrista and legions of Folger's customers scratching their heads as the surly barrista explains what a latte is for the 100th time that day.

I feel so sorry the folks that I just toss the coupon.

Posted by Paul Davidson at January 17, 2005 3:42 PM

Ack! Paul, as a "java-holic," I find your story incredibly sad. Sheesh. And this is after Starbuck's worked long and hard in implementing a special educational system for their customers. Not sure if you've seen it. They sent hundreds (I'm sure it's more like thousands) of these tiny little booklets in the Sunday paper wrapper. The booklet was a "how-to" on customizing a drink. Inside was a small dictionary that explained, for instance, the difference between a latte and a cappucinno. It explained all the lingo in a friendly, non-intimidating way.

I know many mock Starbuck's 'uber-yuppie' approach but you know, it works. Why else would so many pay $5.00 for a cup of coffee?

Posted by Mary Rose Maguire at January 17, 2005 4:50 PM

I commonly run into this when eating out with my family. Getting out quickly after we are done eating is very important since we have active, young children. In several places we have eaten, by the time someone has brought the check and run the credit card, we have waited so long that we have easily forgotten whether we had a good experience up to that point or not. So last impressions certainly come first when we are considering where to eat with the kids.

Posted by Rick at January 17, 2005 6:28 PM

Hey Rick, the trick here is to turn your excellent comment into reality in the HR or Finance or IT department where you work. How do we turn our "gripe" over the local restaurant into a productive lesson in our workspace?

Posted by tom peters at January 18, 2005 4:01 AM