Devoted to customer service and the principles of exceptional customer services

Well, I guess there’s a first for everything.... I know I’ve raved and raved about Starbucks, but today I witnessed something out of the ordinary at a Starbucks down the street from a friend’s house.  

I was in there doing some blogging - the only customer in the shop. There were two employees sitting behind me taking a break and having a conversation about how business has been slow because of the new Starbucks that opened up nearby. 

Then ten minutes later I hear a customer talking loudly to one of the employees about a return that she was trying to do.  

“I am never coming to this Starbucks again!  Never, ever, ever!”  

After she left I could hear the employees talking about the customer...

“Well, I hope she has a better day...” said one of the employees in a sarcastic tone.  I wasn’t sure if they knew that I was in the shop as I was sitting around the corner from the cash register.  Did they even bother to check to see if anybody else was in the shop?  No.  

So, what happened to the great customer experience that Starbucks claims to give?  Sorry, not this time.  Let’s hope that when the lady who stormed out of the shop writes in to the corporate office (I heard her say she would) and that someone will do something to put a smile on her face ;)  

By the way, Scott Weisbrod of Experience Planner says that Starbucks stock price is down due to poor customer service...