A Customer Service Miracle!

I just walked into my small town coffee shop. I haven’t been very encouraged by their service in the past. To be honest, I’d given up hope that the folks here would ever get what good service means. But, the lack of competition in a small town means you’re sometimes stuck with what you get

As I walked through the doors this morning I noticed the line was extreeeeeeemely long. It looks like a bus load of high school kids or something. So, I headed back to my normal booth to set up my lap top and get some work done. I can always go up to the counter for coffee later.

As I was setting up my lap top, one of the regular baristas walked up with a hot cup of house coffee (my usual) and set it on the table. "Here," he said, "you can settle up with me later."

I was astonished, astounded – my mouth hung agape. It was a genuine customer service miracle.

Ha!…and people say there is no God!

  4 comments for “A Customer Service Miracle!

  1. November 3, 2006 at 4:51 pm

    So, did you investigate this miracle any further to discover what was different? What happened to change things up? I’m curious.

  2. November 5, 2006 at 9:22 pm

    Great story Tom. Hey, think they knew the topic of your blog šŸ™‚ and nature of your work? It’s fun to read a story that inspires! Thanks!

  3. November 6, 2006 at 8:56 pm

    Customer service is really about relationships. We all want to give all customers good service, but the repeat customers get the best service.
    The customers that I like and that are big customers, I tell them how to get through backdoors in my phone system or give them other secrets. The customers that have treated me well for years get extra special service. They have given my company the extra business, so I think its only right.
    It works the same for me, I take my car to the same dealer for everything, and when I have problems they have went above and beyond to take care of me.
    Repeat customers eventually build good enough relationships that they deserve extra special service. We should take care of all of our customers, but some should be treated a little better than others. And that is why I think they are giving you better service, that and you are a nice guy, which always the best way to get good service.

  4. November 10, 2006 at 12:41 pm

    I have to say, I go out of my way to go back to companies that treat me well. Both personally, and professionally. I have followed my great sales reps and great customer service reps from one company to another, because I know that I will be taken care of in the long run.
    As a Seattlite (and therefore a potential coffee snob), I do drink a lot of lattes. I have the choice of no less than 12 coffee shops between my bus and office every morning (and that’s only within a three block radius!), and yet everyday, I go back to the same Starbucks kiosk because the baristas always greet me with a smile and say “would you like the usual Jill?” That’s good customer service. (Especially when you’re not a “morning person.”)
    Keep up the great customer service advice & commentary — I can’t wait to see what comes next on this blog!

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