So I made a quick run to Starbucks yesterday before my flights to Seattle.
I did a fairly standard order for me… Egg Sausage Breakfast Sandwich No Cheese and a Tall Peppermint Mocha.
Nothing too fancy. A minor change here and there, but nothing too crazy.
The baristas were incredibly nice, and I had my drink within moments. After waiting a bit more, I asked about the breakfast sandwich. The other barista realized she had prepared everything, but didn’t hit the start button hard enough. She attempted to press start again, but the sandwich didn’t fair well in that process, so she started everything over again. In the end, the breakfast sandwich took about 7 minutes to make. Yes, it was a minor wait for me, but I wasn’t in a big rush.
Still, the barista apologized profusely and issued a “sorry your visit didn’t go well” coupon entitling me to a free drink on my next visit.
I hadn’t complained and was still satisfied with my visit, but the barista still thought the service could be better. She was proactive in solving a potential customer service problem situation, and I remained a happy customer.
Do you have a special coupon to resolve problem situations? Any procedures to deal “when things go badly”?
Starbucks does and it’s one of the reasons they remain so popular.
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