Great customer service
The latest issue of Fast Company has a great section on customer service. I notice that they’ve also got a little slideshow up on the web that runs through some success stories.
I’ve had some really great customer service lately, too. There’s this little chain of drive through coffee kiosks called Dutch Bros that serve excellent coffee and are super friendly. Maybe even too friendly. In fact, for me, the experience of interacting with their baristas is sometimes more than I want to deal with, and I actually go elsewhere to avoid the interaction! The typical scenario is that you drive up and get a friendly greeting. Then you order your coffee and get a verbal confirmation of your order. Up to this point, everything is awesome. Now you’re sitting in your car, window open, waiting for them to fix up your drink. And they start talking to you: “What are you guys up to?” “Where are you going?” “What are you going to do there?” And so on. I’m probably all alone in this sentiment, but when I go order coffee, I don’t want to have a social interaction. I’m usually a little grumpy or sleepy or in a hurry. I’m often lost in my own thoughts or otherwise incoherent. I don’t want to talk to the barista that I don’t know. And despite their excellent coffee and otherwise awesome service, this actually keeps me from spending money there about 25% of the time.
The other great service I’ve had recently was at Burgerville. Burgerville is a NW burger chain that uses only fresh, grass fed beef (never frozen!) and other locally obtained ingredients (local berries, potatos from Idaho, etc). Their food is always great, but like most fast food joints their service is frequently, uh, inattentive. The other day I rolled through their drivethrough and through the speaker I’m greeted with, “Hi how are you?” I answer “Fine.” Then I get, “What can we make for you today?” And I give my order. That’s perfect–I love the “What can we make for you” question, since that’s really what I’m looking for. I want someone to make food for me. I like this a lot better than “What can I get for you?” or “How can I help you?” Then when I get to the window, I give my money to a cheerful person who thanks me for dropping by as she give me my food. She doesn’t ask me where I’m going, or why or what kind of mileage my car gets. I just get thanked for my business and sent on my way. I love it, and I’ll be back.
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POSTED IN: customer service
4 opinions for Great customer service
Peter
Sep 14, 2006 at 6:05 am
Agreed. Trying too hard. It can be irritating.
chuck
Sep 14, 2006 at 8:39 am
I recently had an experience similar to yours at the Dutch Bros. but it was at a Starbucks. The girl was just asking questions that I did not expect - almost like she knew me. The conversation was very unique and I had never had one like this at a Starbucks before. The conversation is not going to sway whether I go back or not - just thought it was unique (not necessarily genuine). I would think that those types of conversations during peak hours probably don’t happen - if they do, I would think it would ultimately impact their bottom line. Maybe not.
Anyhow, I was really wondering if maybe Starbucks learned of Dutch Bros. strategy and then tried to mimic it in some of their stores? Possible, I guess.
Just figured I’d jot down my “experience” in case anyone else happened to notice Starbucks changes.
Best wishes,
Chuck
Gunflint
Sep 14, 2006 at 9:24 am
You are NOT alone! I don’t want to chat about anything more than “Light Roast, Dark Roast, or DeCaff?” when I get my morning coffee.
Here in downtown Minneapolis there is a great little coffee shop called Sisters’ Sludge (run by a couple really neat sisters). However, I just can’t go there except on special occassions — and only in the afternoon. They are just way too friendly and chatty. (I agree that seems odd.) But I will go out of my way to go to another shop down the street to be served by uninterested, introverted college-age slackers who appear as half-asleep as I feel. God Bless ‘em!
Natalie Ferguson
Sep 14, 2006 at 6:50 pm
My pet hatred is over attentive sales people in clothes shops. No I don’t want you to barge in when I’m getting changed to ’see how I’m getting on’ - especially if you force me to get changed in a tiny, coffin sized room. I also don’t want you to follow me around the shop while I browse, asking over and over again ‘are you after anything in particular?’. Or offering to take my clothes to the changing room for me, or asking about my life story!
I just want to quietly look around your shop!
Ha ha sorry for the rant, it just bothers me.