The Power of the Customer Service Recovery Certificate.
Starbucks customer service is top notch. I’ve been thinking about this all day. So today, on my way into work, I stopped at one of my usual stores. I ordered a chocolate banana smoothie. I stepped away from the bar, and played with my phone as I waited. The store wasn’t all that busy considering it was morning rush. I heard my name called out and went to the bar. I saw barista Shana and a blender with a banana some mocha sauce and some ice too. Shana said to me, “I’m so sorry. I just realized we’re out of protein powder. What would you like me to do? Do you want to wait while I try to borrow some from another store? Do you want something else.” I said pretty matter of factly, “Don’t worry about it. I’m in a hurry to get to work so just make the smoothie without the protein powder.” I wasn’t mad. Just figured it would be okay without it this one time and I wanted to get to work. My head was already there thinking about the workday that awaited me. Two minutes later (if that) my drink was ready. Shana (at the Pine Street Starbucks) passed me my drink and handed me a CSR certificate and apologized again. I was fine. I thanked her and even said, “You didn’t have to do that.” I can totally say that I wasn’t expecting a CSR certificate over the missing protein powder. During the day, I thought about it. And I have seen partners around here giving out CSR certificates to customers when something goes wrong. It was a nice surprise. And I realized it more than “recovered” the experience for me. Those little cards are powerful. They really can make a customer feel surprised and delighted. Thank you Starbucks.