The Great Coffee Conversation

It really is just a natural thing! I love working at Starbucks, one reason is because of this, I call it the great coffee conversation.

1. You meet someone and get their name, give them yours in turn.

("Is this your first time at our store?")



2. The next time you see them

(given you both can remember the other, if not, go back to step 1, repeat as necessary, if you can't get each other's names down by the third encounter, ask them to simply remind you their name with their drink order-don't worry you'll both get it. They're not going to stop coming to see you and you're not going to leave this awesome job without an amazing opportunity so keep the conversation going!...)

you can pick up the conversation where it left off. Skip step 1 with the knowledge gained from last time and keep the 'great conversation going.'

Ideas for second encounter: Welcome back, (name)! How was your last visit? Keeping the conversation about their experience isa good idea to gain feedback from new customers, Ask them to share their first impression and to think if there was anything you (personally) could do to improve their next visit. Then here comes an important part:

LISTEN, and want to hear what they tell you. Write it down! (DCR, DRB).

Do it, fix it, make it better! Ensure their next visit includes or omits (appropriately) the feedback that your customer gave you.

If the feedback is something out of your control at your current position, IMMEDIATELY find out who can do something, make sure they do it! Continue to provide updates to your customer, they will feel very taken care of.

When you have done something so individualized, they are your customer. You now have built trust in the relationship and now it's more appropriate to make it more personal. Here's why:

Imagine you go somewhere and the people are EXTREMELY FRIENDLY and they're always nice to you and maybe even everyone else, maybe not. What if you go back because the people are so NICE. Now imagine that because they're so nice and they know you so well you don't feel comfortable providing feedback on their BASIC SERVICE.

You'll still go back but eventually, you'll only go back for things that require a low amount of service, not get everything you want, and go somewhere else when you really need basic service, they might not be your best friend but they get it perfect.

And if they don't...

You're not afraid to tell 'em!