Customer Service
This morning, I went into Starbucks to grab a Cafe Latte before going into work. This is not my normal procedure, but I had to get an oil change done on my car which was long overdue, and they were not open yet.
I ordered a Cafe Latte and a muffin. An issue came up and another employee came over to place my order. I paid. When my drink came, the lady who took my order said “Oh, I’m sorry I only charged you for a coffee, not a Cafe Latte.” I offered to pay the difference, but she said not to worry about it and have a good day. I was shocked! It was so nice to have a customer service person actually realize that the inconvenience experienced by a customer to have to pay the difference was not worth the actual difference between the two items. What I found more pleasing was that the employee was actually ‘empowered’ to make that decision. Often times, the employees know this, but now a days so many of the front line employees are forbidden to make any decisions for fear of loosing their job or other punishment. “Don’t think. Just follow the procedure!” It made my day. And I’ll go back to that Starbucks.
