When you go to any retail establishment and see a sign that tells you that they are going to open at 5 a.m., you would expect them to open at 5 a.m., right? Well, it didn’t happen at a Starbucks at the Newark Airport - as C.B. Whittemore of Flooring the Consumer tells us in her post, "Shattering Expectations".
The way the employees handled this situation - with an impatient attitude - is a sure sign that they do not like their job. Maybe those of you who love your jobs can vouch for me when I say that when you truly love your job, you'll do anything you can to make things right - especially for the customers. That means if you open a little late that day, you apologize to your customers and perhaps give the few that were waiting a free drink that day.
That’s what I would have done…How about you?
Contrast that situation with the shoeshine man who opened up shop 30 minutes ahead of his posted opening time. Now that is a perfect example of someone communicating that he looks forward to serving his customers…
[Hat tip to Phil Gerbyshak, the Make It Great! Guy]
Maria, thank you for putting this situation into such wonderful customers-are-always perspective!
Posted by: C. B. Whittemore | August 13, 2007 6:00 PM | Permalink to Comment