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.
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.
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.
(UPDATE) I wanted to take a moment to update this post, since it has been almost three weeks since it was originally authored. We’ve had a virtual group hug through this post, evidenced in the comments below. Let me restate the obvious: Max’s coffee and coffee drinks are the best in Houston,Â probably in the top 10% of coffee shops on the planet. I do have to admit I haven’t been back to Catalina yet, but I will be paying Max a visit very soon (mostly to get some beans now that I’ve finally settled into my new place, with espresso machine). Lest there be any doubt, I will frequent Catalina for its off-the-charts lattes and coffee, albeit less frequently than before. The reason for that actually has to do more with my commute and proximity since moving than the fact that Max and I had a tiff or that his electrical outlets are still covered up (and yes, they are still covered up). If I were Max, I wouldn’t have covered the outlets, but it’s his shop and he can do whatever he damn well pleases. And that’s fine by me. Just don’t fuck with the coffee.
As many of my followers know, Catalina Coffee is one of my favorite coffee shops and hang outs. In my opinion, it epitomizes cafe culture (albeit a unique American variant) and has, bar none, the best coffee in Houston, period. In many cases, like many regulars there, I’ll make it by more than once in a day. I’m very sad to say, however, I had an extremely unpleasant experience today.
In the aftermath of Hurricane Ike, it has been extremely difficult to come upon a coffee shop (or anywhere, for that matter) with a) power, b) coffee, and c) wireless Internet access. Catalina was one of the only places in Houston to offer all three, and they did so the day after Ike made it’s appearance in our fair city. None of the local Starbucks were open, and other local coffee shops (Coffee Groundz) that were either had bad coffee, no Internet, or both.
When word got out, Catalina quickly became overwhelmed with new business from Houstonians needing their caffeine fix. It also served as a command center and refuge for many citizens who had no power or Internet at home, who wanted to check the latest status updates from Centerpoint Energy, check on loved ones, and generally go about their business online. Consequently, long lines for coffee and tables overcrowded with laptops became the norm.
Though I’ve made a few appearances at Catalina after the storm for coffee, today I arrived with my fully discharged laptop needing to catch up on a couple of mundane tasks, including paying a few bills and moving utility services to my new residence (incidentally, my old place has power but no Internet; my new place has no power). I was surprised to see all the power outlets had metal plates over them. Suspecting this was a result of Ike-related water damage or some other such safety issue, I inquired when the outlets would be available again. Max (the proprietor) responded, “Never.” He stated the reason was that the environment was getting mob-like and out of control over the last few days as “people were fighting over power outlets” and things of that sort. While I certainly understand the need to mitigate unruly behavior, there are many other ways to go about it. I do have to tip my hat to Max for his ingenuity in solving the supposed “problem;” it was extremely effective. The problem is it unnecessarily penalizes legitimate, regular customers who spend lots of money on coffee and conduct their affairs online. To add insult to injury, he decides to use this “solution” during a time of crisis and when people need to use it the most. It smacks of reactionary behavior and poor business citizenry in the least.Â After debating the issue with Max for a few minutes, I seem to have unearthed some far deeper rooted issues that apparently vex Max. I’ll reiterate some of our discourse and let you be the judge.
After getting the “never” response from Max to my question about when we would expect to get the power outlets back (assuming this was a short term fix, even if it was extremely poor timing given the current situation post-Ike), I politely stated that I needed to get some things done on occasion, along with a subtle allusion to my regularity and largesse (not only do I spend lots of money on coffee and am always careful to not take up space unless I’m buying things along the way, but I tip extremely healthy and have referred lots of new people to the establishment).Â He said, “bring another battery.” I told him that wasn’t an acceptable solution (a) I don’t have another battery, and b) where am I supposed to have charged these batteries especially if I don’t have power?). His shocked response to that was, “Unacceptable? Are you fucking kidding me? Unacceptable. I can’t believe that.” I told him that especially after Ike in a time of crisis I thought he was betraying his customers’ trust. He stated that he was “tired of people abusing my space. Cafe culture is not sitting down at a coffee shop for three hours.” Really? Are you kidding me? I suppose you have never sat down in a Parisian cafe then. Incredulous and stunned to that response, I told him that I thought the defition of cafe culture was different for everyone and that one should err on the side of what your customers wanted it to be. His response? “Customers? I don’t care what customers want. What matters is what I want. I opened my own shop because of that.” I asked him if he had thought of better ways to address the problem. His very cavalier response was that he had solved the problem and wasn’t really interested in discussing the subject any further. I told him that he was curing cancer by killing cancer patients and there certainly were better ways of addressing the problem.
I have tremendous respect for Max, his craft and his business acumen. He runs a very tight ship that produces a superior product and spares no expense nor takes any short cuts to achieve it. That is a very rare quality that I think more businesses should adopt. I also absolutely appreciate running your own business on your terms and not doing things the way everyone else does. I respect his ingenuity in his approach to the problem, but it is akin to solving email spam by simply only accepting 1 out of 1000 emails to your inbox, regardless of content. If his problem is slim margins from not turning over enough tables, he should address the business model accordingly and raise prices, or charge for wifi, or establish minimums. Ripping out the rug from under customers and biting the hands that feed him is not the proper solution. I am troubled by Catalina’s “solution” on two fronts: 1., the “solution” itself, and 2., the arrogant, cavalier attitude exhibited about the “problem.” I wasn’t aware that working quietly on my laptop for a few hours and spending $20 while I’m there in one sitting was “abusing his space.” In 20 years of starting and running small businesses, I do understand the importance of “firing” bad customers and mitigating abuse. By the same token, however, I have always found it extremely beneficial to the bottom line to err on giving customers the benefit of the doubt and applying the golden rule in abundance. That this decision comes in the highest time of need, makes it especially pernicious.
Here is the video of the Grand Central Station where everyone freezes for five minutes. The full post including narrative and background can be found at Improv Everywhere’s website. I just think this is super cool.
Filed Under (Business) by Sean on February-13-2008
Well it appears SBUX is ditching its relationship with T-Mobile in favor of a new relationship with AT&T to provide free and paid Wi-Fi service at its stores starting this spring. Looks like I’ll finally be able to can my Internet bundle I have with my T-Mobile phone service (though an agreement between AT&T and T-Mobile will grandfather T-Mobile HotSpot users to use the service at no extra charge). Users of Starbucks cards — though I’m not sure if that means the prepaid cards or charge cards or something else entirely — will get 2 hours of free service daily, according to the story. Additional use will be available at extra cost.
So next time you get a triple Venti mocha java no whip latte, be sure to grab your laptop. However I caution you to set up a encrypted proxy for your surfing if you want to ensure no one can see what you’re doing. I’ll have an instructional document on how to do that very soon!