The Starbuck's Lesson

Cathy & I have found that part of our Starbuck's experience has been the creation of friends. You see our Starbucks is less than a city block away from our doorstep and we patronize the business enough that we have developed friendships with those behind the counter. There is Meredith who will be joining the Peace Corps this year. Jackie who used to go to OSU, my alma matre. Dagan who has lived abroad including Thailand and who's parents currently live in Europe. Chris who always jokes with us when we come in. Rachel the new night manager is extremely pleasant and recognizes us whenever we come into the store. The lesson we have learned is that friendships are created through friendliness and congeniality. Sure these Starbuck's folks are demonstrating customer service but it goes beyond that. These folks are those that we have now known over a year and we have interwoven our lives. They often ask how Cathy's clinicals are going and we ask them about things that are going on in their's. Meredith is going to Hawaii on Monday with her family this Monday and we wished her a good trip while we were in the store last night. Everyone wanted to know how our Disney trip went. In the absence of family members in the area, these Starbuck's employees provide us a sense of family and most certainly friends. We probably all have folks that touch our lives on a daily basis that enhance our happiness. Whether it be the postman, the bank teller or those we communcate with here virtually on the boards, these relationships built between others is important to our own sense of worth. Ron

It's funny you mentioned this Ron... i feel the same way about the people at Krogers.... some who i've *known* for 13 years..... we inquire about each others kids.... they ask about my surgery.....things like that a lady in line in front of me had unknowingly ran out of checks so I bought her groceries ( wasn't that much) and she thanked me and cried It's a shame that such actions suprise people..... being nice should be a way of life not an occasional thing

Wow, if Cathy & I move to Marysville will you buy our groceries...

repeat....it wasn't that much...... $25 dollars or so and if you catch me in a good mood i might

So we will settle for a stipend...

that's all a part of their training. S-bux is trying to create the "third place", home, work and s-bux. The employees are trying to interact and get to know the customers. Know them by name, know what drinks they usually order and engage them in individual conversation. Legendary service is part of their mission statement. they're also encourages to partake in community events and charity efforts.

Jay are you saying we have been duped! I will have to investigate that.

well they do tend to enjoy it as well. it makes your day a lot more pleasant and go faster when you interact pleasantly with the constant flow of people. Their business plan works, happy employee + happy customer = happy profits from overpriced coffee. On the other hand good baristas have "spiels" and methods and are "performing" for your sake and the good ones are very entertaining and pleasant to be around but they probably do it more out of a sense of being good at what they do than really caring about your day.

i still want to believe that they are being nice and thoughtful because they want to SOME of the people that work at Walmart aren't nearly as nice or helpful

well working there i quickly learned (really you don't have to work there, you can see it as an observer) that it not only makes the experience better for the customer, but also for the employee. they really do it because they enjoy it as well. and you'll notice not ALL do, so even though they're taught to do that, not all will.