I want to ask for an opinion: I intend to spark discussion - I realize this topic could get heated fast. Its been trendy in the news to basically bash/ screw around with customers. There was the viral video of baristas intentionally messing with customer names on cups. (Every joke has a hint of the truth in them - this is why theyre funny.) There was the Cosmopolitan article w/ an interview with an ASM that she intentionally decafs customers and more. Ive heard horror stories over baristas steaming milk too hot when they didnt like customers. Ive heard and seen many, many episodes of arguing with customers. Ive watched baristas basically say they WONT do pour overs. There was a blog post that was something like You might get bad customer service because youre a bad customer. And there are thousands of internet memes that the customer is just an asshole. Frankly, its my opinion this perpetuates a hidden message that people do pick up on - even if unconsciously - Customer service is dead: screw around with customers, nobody cares. It wasnt this way 20 years ago. I think it is important today, as it ever was, to recognize that the customer is opening up their wallets, and you take whoever walks in the door - young, old, rushed, chatty, beautiful, or not, sometimes they dont speak the language, and for many they cant afford it really - whoever. And you kill them with kindness.Exceed the expectations of your customers. Id like to prompt intelligent discussion of this on my blog. But I worry the comments will quickly turn nasty. (And if they do here, Ill delete this post). In some ways, the best answer to me might be Melody, these are a tiny, tiny percentage of cases where baristas act like this. And btw, Ive heard plenty of stories of baristas being rude to other baristas when visiting stores! (1) Do you think this is a worthwhile topic at all? (2) Do you think this is a conversation that Starbucks should be having?? and (3) Do you think this is more wide-spread than we think or not?
Posted on: Sun, 14 Sep 2014 19:37:29 +0000