Comments on: More Service Stupidity: A Tale of Two Coffee Shops

By: Bret L. Simmons

Bret L. Simmons — Mon, 22 Feb 2010 04:03:49 +0000

Welcome, Scott! I must confess that I am one that only buys gas from Costco or Sam’s, so I do time my trips. As good as they are, Starbucks is not perfect. I find their reward card to be VERY frustrating. Staff are not very well trained about how the card works. Just last week I was told one thing by an employee at Starbucks on campus, and the very next day an employee at the same store gave me a very blank look when I asked for what I was told to ask for. Ugh. Thanks! Bret

By: Scott Waters

Scott Waters — Mon, 22 Feb 2010 03:20:15 +0000

Bret, I would have to agree that it’s foolish to lure customers to your store based on a limited-time special, even if the special might last for months. They had better have a long-term plan to keep you coming in once they have you! Starbucks makes great strides with their ability to be consistent in their quality, service, and price.

On the other hand, it amuses me greatly that humans will go to great lengths to save a few dimes. This doesn’t apply as much to your story, but people will travel many miles to save a dollar on a tank of gas, for instance.

Scott

By: Bret L. Simmons

Bret L. Simmons — Thu, 11 Feb 2010 03:35:46 +0000

I totally agree, Nicole. When Starbucks is on its game they are impressive, but we’ve all been in ones that are poorly managed. Have you ever tried The Hub Coffee? THAT is the best coffee in town. Try it and see if you don’t agree. Thanks! Bret

By: Nicole

Nicole — Thu, 11 Feb 2010 03:16:06 +0000

Dr. Simmons,
I agree, but I have to say that not all Starbucks offer the same level of expertise that you just explained, at least not in my experiences. One coffee shop in town that I prefer over anywhere else is Bibo’s on Mt. Rose Street. Every experience there has left a smile on my face with great coffee and superior customer service. To me, it’s how a coffee shop should be. It’s friendly and it’s tucked in a quaint neighborhood instead of on every corner. It’s not so corporate. I am not saying that Starbucks doesn’t have plenty to offer, but sometimes it’s nice to appreciate the little guy. Try them out sometime…

By: Bret L. Simmons

Bret L. Simmons — Thu, 04 Feb 2010 23:19:48 +0000

I did not know that, Ajo! Good customer service is a MUST in this economy. Can’t believe how many still have not taken their game to the next level. Thanks for the comment! Bret

By: Ajo Cherian

Ajo Cherian — Thu, 04 Feb 2010 20:42:29 +0000

Bret, it’s interesting to note that Peet’s was a major inspiration for the founders of Starbucks to start the company. They also learned how to roast Coffee Beans from Peet’s. Maybe Peet’s can learn a thing or two from Starbucks today.

I’m not a big fan of the Starbucks coffee product, but I am a fan of how they train their associates to give relatively consistent and good customer service in their stores. That may be why their customers are willing to pay more for a cup of coffee there than anywhere else. It’s easy to forget that good customer service can be a competitive advantage, especially in today’s economy.

By: Bret L. Simmons

Bret L. Simmons — Thu, 04 Feb 2010 15:16:04 +0000

I am a big believer that the little things matter. I spent the first 10 years of my work life managing stores for McDonald’s, and back then we actually paid attention to details. It was great training and really helped shape my views of customer service. Thanks, Catherine! Bret

By: Catherine

Catherine — Thu, 04 Feb 2010 15:09:34 +0000

Bret,

Your story is a great reminder of how value transcends price of product/service. A simple “a-ha” that so many businesses still forget.