Some time ago I talked about how we may often get poor service when an establishment is slow. The associates are slow moving and are not on their toes as much as when it's busy.
However, that's not the case with this Starbucks in Las Vegas where I'm writing this post. This particular Starbucks sits on the outskirts of Vegas in a residential area and I've been here about three hours. They've only served about ten customers in the three hours.
Earlier one of the workers caught me by surprise when he walked up to my table and asked, "Is everything all right? Can I get you anything else?"
For a second I wondered if I was in a restaurant.
Then two minutes ago he asked, "Can I whip up a nice hot tea for you?" He saw that I was wearing a jacket because the AC is on full blast. (By the way, it's about 100 degrees outside!)
Hmmm...maybe I will take that tea...
I came here through your comment on Tom Vander Well's blog. In this post, you point out an important idea: be observant about your customer (I hate this term; there is no such thing as a "customer"!) and using the Law of Karma or Newton's 3rd law, one will see the payback. I have practiced this in using nametags and emails with great success. Great post, thanks!
Posted by: Harsha Raghavan | July 16, 2006 6:56 AM | Permalink to Comment