I want to address the concept of a “customer having the same experience” every time they visit a Starbucks store, and let’s look at the components of that experience as it relates to our expectations.
Now, I think expectations are resentments waiting to happen.
Turns out, he’s not a gang banger at all, though he dresses like one. He was raised in Beverly Hills, graduated from Beverly Hills High School (the school crest, shown below right, is inscribed "Today well Lived"), his father was a successful producer who retired and moved his family to the beach. The guy doesn’t drive a low-rider truck as I would have presumed, but a new BMW. He has been a successful entrepreneur in his twenties and hasn’t worked since. Now in his early 40’s, he’s back in college finishing his degree. He’s very well spoken, has excellent manners, and sports a near full body tattoo. Now that is about as incongruous to my preconceived ideas about a tattooed person as I can think of.
The skill in both of these examples is listening. Really listening to what the other person was saying. Listening allowed me to put away forever my preconceived idea of who this person was. Had I not been able to listen to this man, I wouldn’t be able to count this man as one of my friends today.
So what gives? Accept this shoddy service, this lack of appreciation for my business? Absolutely not! At the price that I pay for a cup of Starbucks coffee, as compared to what I used to pay for a cup of coffee pre-Starbucks, I expect more.
To my Dear Anonymous Reader responding to the Customer Service: Part I Article
Thank you for responding to my article, I really appreciate it. Customer testimonies weren't used for this article, because it's my opinion of the coffee shop that lacks customer service, and it's my belief that it can be done better. I'm the owner of retail stores, and in today's business environment if we didn't excel at customer service we'd absolutely be out of business. Why is our business growing in this economy? Is it because my company's Internet website is the biggest, fastest, contains the broadest selection, and the cheapest prices? NO. "Today's" way of doing business isn't the reason for our growth, and none of those attributes of "current" successful businesses in this web based world have anything to do with our success.
It's customer service. Pure and simple. There is no substitute for it, and there never will be.
Regarding my mentors you said, "they are not cutting edge Sellers...a dying breed", I beg to differ. Neiman Marcus is one of the most successful high-end retailers on this planet; likewise, Ebby Halliday Realtors is among the largest independently owned real estate company's in the world. Both of these 'mentors' are very easy to check out, and I encourage you to do so.
Lastly, you ask, "But what is good about cusotmer service these days?"
Everything about receivng and giving good customer service is rewarding to both the customer and the giver. People are working harder and making less, and care about how and where they spend their hard earned money. I know that I would be a lot more likely to give up my hard earned cash to someone who offered me good customer service than to someone who didn't. I do see your points, and I thank you for sharing.