While picking up my coffee at Starbucks this morning I witnessed an act of outstanding customer service. A woman with a child – apparently a regular – was about to enter the store as she was talking on her cell phone. At the last minute she decided to hang outside for the call and finally moved away from the store. When one of the Starbuck employees saw that, he fixed her usual drink, ran after her in the street and gave it to her with compliments of Starbucks. WOW…
You may disagree, but I happen to think that this was not a random act of kindness. I believe that it reflects the hiring and training policies that Starbucks has with regards to customer service. Some companies are just better at
institutionalizing consistently delivering excellent customer service than others. And I do not believe that you can only achieve that in luxury retail chains. There was actually an interesting article reviewing just that in the latest issue of the Harvard Business Review (here).
…hey Verizon…pay attention!