So last week I posted this little rant about the “What’s up” woman who works at my local Starbucks drive-thru.
Here’s what happened next:
I copied and pasted the blog post into an email to Starbucks customer service and waited to hear a response. The first reply, though, came via Twitter when this showed up in my Direct Message box.
After a couple of days, I received a phone call from a woman named June. While June’s phone number was from a Central Florida area code, she informed me that she was currently in Seattle on business but would immediately address the issue when she got back the next day. June is a District Manager for Starbucks and (if memory serves) she has been with the company for almost fourteen years.
I like June.
I like June because a couple of days later I got a phone call early in the morning. Ironically, it was about ten minutes after I had left my local Starbucks drive-thru. It seems June had dropped in that morning and listened to employees working there to see if she would hear the infamous “What’s Up” woman… and she (June) found her. The Starbucks District Manager explained that she had a conversation with the partner (Starbucks title for all “employees”) and that a clearer understanding of professional greetings was reached. I would, allegedly, not hear “What’s Up” when getting my coffee there again.
After a few minutes on the phone, I thanked June for the great follow through and was happy when she reassured me that I “wasn’t crazy” in my expectation of world class customer service from Starbucks.
Well played, Starbucks. Well played. 🙂