Comments on: Reputation Management: Starbucks Offers A Simple Lesson In Good Customer Service

By: Noni

Noni — Thu, 08 Sep 2011 19:09:22 +0000

That is true. I was a barista, too ,and one of the most valuable lessons that a beginner in the industry will learn is that it only costs a penny to make a new shot of espresso and a couple more cents to steam a new pitcher of fresh milk. When you put the shot and the milk in the cup, it becomes your 6 dollar drink, so I guess Starbucks is in no position to mess it up for you, not because they charge an arm for a drink that could cost way less if you do it at home or buy it from another store. but because they value customers so much that it is literally the heart of the business. Although now that Yaro mentioned reputation, I remember reading in the Starbucks training manual that studies show that good word of mouth travels fast and hit, say 10 people and the craze stops. Something bad happens and the person tells 10 people who will 10 other people and so on and so forth.

By: Noni

Noni — Thu, 08 Sep 2011 19:03:22 +0000

They do, but the cups are lined with industrial grade coating which does not dissolve in hot temperatures but is organic and biodegradable. It is strong enough to make the paper cup leakproof, but the good thing about it is that the coating does not end up in your drink.

By: Safeguard your salon’s reputation against negative comments |

Safeguard your salon’s reputation against negative comments | — Fri, 01 Oct 2010 16:45:30 +0000

[...] An additional approach could be to take an extra step and offer the customer something that is not standard practice, perhaps a free hair product or manicure on their next visit. Going above and beyond can show the customer that their business is important and help quiet negative comments. Take a look at this example in how Starbucks offers a simple lesson in good customer service. [...]

By: CShamis

CShamis — Thu, 29 Apr 2010 13:11:03 +0000

First, the attitude and response of the barista who forgot your tea was, indeed, exemplary. But, perhaps even more important was that Starbucks apparently feels confident enough in their people to grant the ability to pass out these “apology” cards without going through the bureaucratic set theatre-piece of paging a menial functionary line-manager to come down with a key and unlock the vault where the cards are kept…
Prompt, immediate, sincere, and correct. This is why two things are true of “premium” brands and services.
A) You get what you pay for
B) People are willing to pay more to get more
Many businesses are suffering because they have only focused on trying to make do with less; this is a defeatist “war of attrition” mentality. Starbucks charges… a lot for their coffee, but because of this margin they can afford top people, top ingredients, and they can afford to “give away” cups of coffee. Partly because it’s good business but also because the company isn’t on life-support and cutting every possibly expense from how often they wash the windows to making the employee’s supply their own uniforms. There’s only so much you can cut…

By: Work Happy Now! » Give Employees the Power to Impress Customers

Work Happy Now! » Give Employees the Power to Impress Customers — Sun, 03 Aug 2008 20:12:05 +0000

[...] Starak’s blog post of his experience at Starbucks makes for great advertising. Starbucks empowers their employees to [...]

By: Mel

Mel — Sun, 03 Aug 2008 09:29:30 +0000

Some years ago there was a popular belief among marketing “gurus” that a dis-satisfied customer might tell as many as 22 others about their bad experience,

And that a happy customer might tell only some 3 or 4 people of their experience.

And therefore bad experiences should be avoided if at all possible.

I don’t recall if they explained how these numbers were determined.

By: Dina

Dina — Wed, 25 Jun 2008 23:52:01 +0000

Hi Yaro, and all the group,

WOW, what a fantastic point to blog about and an fantastic discussion. Enjoyed reading it all.

I think customer service can make or break a business. What starbucks has done is create “raving fans”, and that really is what customer service is all about. And, just think of the benefits of their “word-of-mouth” marketing… no money can buy that spontaneous market presence.

With that little freebie, they have lost nothing, and gained everything. It’s easier to sell (and sell again) to a customer who has already bought from you. A loyal and repeat customer is like gold…

By: Eva White

Eva White — Tue, 24 Jun 2008 07:50:58 +0000

I agree with you Christen. It is embarassing to be caught in the wrong and that is what puts people on the defensive. Yet if you can ingrain them with the correct attitute and training you can monitor the overall service that you as an organisation provide.

By: Home Office Organization

Home Office Organization — Sun, 22 Jun 2008 19:40:52 +0000

Yaro, Great article and thought-provoking. Not only did Starbucks respond with fantastic customer service, they also raised your expectation of the same in the future. One thing we have to remember whenever we deal with customers is we must manage the customer’s expectations so they don’t have unrealistic ones. If we manage expectations well and then exceed expectations, it’s a win-win.

Maya Angelou said and I paraphrase – People may not remember what you said or did, but they will remember how you made them feel.

Sherri

By: Cedric Canierro

Cedric Canierro — Wed, 18 Jun 2008 04:44:44 +0000

i love their culture in giving their customer the service that they deserve. It reminds me of Wendy’s slogan “Quality is our recipe”

By: Christen

Christen — Tue, 17 Jun 2008 18:36:21 +0000

Well said. Often we are so “embarrassed” by our own mistake that we forget to respond enthusiastically to fix the situation for the customer.

I think this is a great example of exceeding the customer’s expectations.

By: Kelvin

Kelvin — Tue, 17 Jun 2008 07:50:46 +0000

Hi,

Think this is a great article.
Although the immediate thought that strikes me is how good customer service can help enhances the company’s branding and build customer relationships, on further pondering I feel that the gesture of giving out freebies to customers for slip-ups contributes more to the marketing aspect of the business (besides the customer service aspect).

Though freebies are a really good way to help appease most irate customers, the strongest long-lasting impact this gesture brings about is the “good-will” feeling that will likely be generated for the customer in the aftermath of the unhappy incident. This feeling of “good-will” will then subconsicously build a closer customer touch for the company and thus enhances its customer loyalty, making the loyal customers an additional marketing channel for the company (i.e. “word-of-mouth” marketing).

By: Philip

Philip — Sun, 15 Jun 2008 14:18:38 +0000

As a once upon a time barista at Starbucks I can confirm the commitment that this company makes to their customers, and customer service. It is company policy that a customer shouldn’t have to wait more than three minutes to get their drink. This is from the moment that the customer enters the door. Our first response to a customer who said that their drink was wrong or didn’t taste the right way was to offer to make them a new one. As my manager explained when I was hired each espresso drink only costs Starbucks pennies so tossing a mistake and serving a new one wasn’t going to bite into profits. The most important thing was for the customer to go away feeling that we had given them exceptional service.

By: Ron Meledandri

Ron Meledandri — Sat, 14 Jun 2008 12:42:12 +0000

Having the POLICY of excellent customer services is the easy part. I would guess that every company would clain to have that policy. Getting employees to FOLLOW THE POLICY is the difficult part.

By: Flora Morris Brown, Ph.D.

Flora Morris Brown, Ph.D. — Fri, 13 Jun 2008 04:23:59 +0000

This is commendable about Starbucks. Thankfully there are a few other classy businesses who understand customer service and know how to tastefully handle a fumble.

I’m more surprised by businesses that have terrible, sometimes even horrendous customer service and still prosper.

By: Ark Animal Answers » Blog Archive » Eight Tips for Pet Business Survival in a Troubled Economy

Thu, 12 Jun 2008 23:59:21 +0000

[...] a recent post on Entrepreneurs Journey, Yaro Starak wrote about “Reputation Management.” I encourage you to read it, and although I like the term, his article title really translates (at [...]

By: Nicole Price

Nicole Price — Thu, 12 Jun 2008 16:37:14 +0000

I agree that you can not teach them these things. Nothing however stops you from developing these traits in them by, proper recruitment, on the job training, the proper environment and support, review and ongoing mentoring.

By: AnnThompson

AnnThompson — Thu, 12 Jun 2008 11:54:32 +0000

The fact of getting the voucher on free beverage is not quite suprising. I think that it is quite right to smooth the situation appeared by this small gift. Starbuck is a perfect example of good customer service. If they keep it the number of clients will be immensely increased

By: Nicole Price

Nicole Price — Wed, 11 Jun 2008 19:03:15 +0000

Starbucks will do this again and again and that is why they are where they are. There are any number of smaller businesses and individuals who extend similar service and establish such strong bonds with their customers/clients that quietly and unnoticed they make good living and enjoy great reputations in their communities.

I have often felt that perhaps this is something that is inborn but I am given to understand that with proper training even small businesses and individuals can be made to become like this. Unfortunately, most do not believe that it is necessary and miss out on very rewarding lives.

By: Josh

Josh — Wed, 11 Jun 2008 17:51:07 +0000

They really made themselves remarkable, and now you are sharing you experience with others building their band further. Great story and example.

By: Warenwirtschaft

Warenwirtschaft — Wed, 11 Jun 2008 15:02:58 +0000

But then it would need to be some useful comment to an actual topic. Not just some “thank you”-note.
And that would take A LOT OF time to do.
I think this time is better invested in useful and interesting new posts that bring in new readers.

By: Max

Max — Wed, 11 Jun 2008 14:39:13 +0000

Yaro
First of all, thank you very much for the great site!
Regarding Starbucks – Please do not see me as a very cynical person, but for the price they charge us per cup (comparing to other coffee shops), you would expect exceptional customer service. Unfortunately it is not always a case. Of course I realise that we are dealing with people here – all of them have their own lives, mood ups and downs, etc.
In relation to the blogging – will everybody ALWAYS keep the same level of customer service regardless of what is on your mind? I think it is pretty difficult – we are all human.
Bottom line – let’s praise people for great customer service and forgive those who are not their yet.
Again, thank you for your site.
Max

By: Yaro

Yaro — Wed, 11 Jun 2008 14:16:17 +0000

That’s an interesting point. I guess it depends how the email is phrased. If it appears like auto-matic spam reply, then they might be put-off.

If the email is original and seems unique – like referring to something said in the comment, then I can’t see how that could scare the person away.

It’s the appearance of spam or email marketing that scares people off.

By: scorilo

scorilo — Wed, 11 Jun 2008 09:17:51 +0000

out here in romania if something like that happened, you would be charged for another cup of tea..

By: Aden

Aden — Wed, 11 Jun 2008 05:03:05 +0000

I absolutely love starbucks but the last two times I went they gave me sour milk in my latte. And no, i didnt get any cardboard for a free drink.

By: Cassie

Cassie — Wed, 11 Jun 2008 00:04:51 +0000

There was actually a discussion on Twitter yesterday about that very thing. In the end, the commenter who received the email reply from the blogger, decided NOT to join the community and also decided she didn’t want to return and comment on future posts because she was afraid of receiving even more email.

Not on anyone’s side here…just throwing that out there.

Some people are turned off by the blogger emailing them “thank-you’s” for commenting.

By: Yaro

Yaro — Tue, 10 Jun 2008 23:58:50 +0000

True – good points Ang – though maybe not the oat brownie, I’m not a big fan of it

By: Yaro

Yaro — Tue, 10 Jun 2008 23:57:29 +0000

Yes – Replying to comments and responding to emails definitely counts (it’s hard enough to keep up with that!), but what would be even better is finding ways to do more than that so you really stand out.

One such way I can think of off the top of my head is going and leaving a comment on the blog of each person who leaves a comment on yours to really cement the relationship.

By: Jon Morrow

Jon Morrow — Tue, 10 Jun 2008 21:01:21 +0000

Above, I saw that Evan was wondering how this applies to blogging. Here’s one way to stand out:

Reply to comments by e-mail. WordPress has a function where you can have it e-mail you all of your comments. Then you can just click “Reply” and fire them off a quick e-mail.

You don’t have to respond in depth. Often times, just thanking them for commenting and continuing to read your blog will blow people’s minds.

It’s a lot of work, but if you’re just starting a blog, building a relationship with those first few readers is essential. Taking a few minutes every day to respond to them directly is a good investment of your time.

By: Successful Entrepreneur

Successful Entrepreneur — Tue, 10 Jun 2008 09:41:31 +0000

Hi Yaro,

5 Traits You Cannot Teach In Customer Service

There are some character traits that cannot be taught in Customer Service..
If we could, we would because it would make the whole world a better place, not just Customer Service. We can’t, therefore we work with people whom we believe to most exemplify these traits. Here are 5 you cannot teach.

1. Enthusiasm.
2. Happiness
3. Commitment
4. Belief
5. Attitude

If you are trying to teach one of these to your personnel in the hope that they will morph in Customer Service Professionals, forget it. You have a better chance of seeing Santa Claus, The Tooth Fairy and The Easter Bunny playing ball on your front lawn one morning.

Regards
Amit

Successful Entrepreneur