Filed Under (Business, Stuff) by Sean on March 20th, 2009 at 3:33 pm

People who know me know that I often rag on Starbucks, mainly about their coffee. They over-roast the beans. They scald the milk horrendously in lattes, macchiatos and cappuccinos. You can have any coffee you like at a store, so long as it’s Pike Place. The one thing they do get right, however, is customer service.

Another thing I’m known for is collecting used coffee cups on my desk (or any surface, for that matter). When I went into the office earlier, I decided to pick up one of my collection of Starbucks tumblers and clean it out to take with me. Upon close inspection, I noticed that one particular model (below) was damaged. This particular model has a design flaw; there is no release valve or any way for expanded air to escape. This plagued me all the time with this model since every time I had hot coffee in it with the lever moved to the closed position, I would get coffee splashed all over me everytime I opened the lever to take a sip. In any case, I had presumably left the lid closed, since I noticed that sufficient pressure had built up inside it to actually break the internal arm which connected the rubber gasket seal with the switch on top. Thus it was impossible to close.

Old Starbucks Tumbler

I walked into my neighborhood starbucks and showed them what happened. It’s important to note this was a tumbler I probably paid about $12 for 2-3 years ago. The employee behind the register did not hesitate and told me to grab any replacement tumbler off the shelf to replace it at no cost. “Really?” “Any tumbler. I like the steel ones with the built in French press, ” he responded. So I picked up my brand new $23 plus tax solo stainless steel press pot (picture below) and went on my merry way. He even filled it up with coffee at no charge.

Fancy new Solo Press Pot

My friends know that I go to Catalina Coffee in Houston if I want a good cup of coffee (or Caffe Medici in Austin, where I frequented while attending South by Southwest). But there is a lot to be said about this level of standing behind a product, no questions asked. This wasn’t the first time, either. Years ago, I purchased my parents a Starbucks Barista Aroma automatic coffee maker for Christmas. After 2+ years of nonstop use, it just stopped working one day. My father took it into his nearest Starbucks, and even though it was well out of warranty, received the same treatment as me. This was a $200 coffee maker to boot. It is good to know that even a multi-billion dollar corporation empowers its employees to give you mom-and-pop shop level service every now and again.

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Comments
Shallie Bey on April 8th, 2009 at 7:16 pm #

Thanks for a wonderful article about the importance of customer service.

As a major advocate for small business, I am constantly talking with business owners about the importance of customer service as a weapon to compete against the giants.

Your story points out that even some of the giants are becoming truly adept at customer service to beat the other giants. You make a wonderful point.

Shallie Bey
Smarter Small Business Blog

Theresa Quintanilla on May 28th, 2009 at 5:02 pm #

Now if we could just get them to stop burning the beans (over-roasted, hah!)

Brian on February 9th, 2010 at 2:05 pm #

Sean, great example of outstanding customer service!

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