First off I consider myself a coffee snob. I love Starbucks and do not like Dunkin Donuts. Here are two surprising stories that relate to customer expectations............
I went to Starbucks recently and asked what time they would be open in Sunday.
Girl #1: I think we open at 6?....Girl #2: No, I think we open at 8....Girl #3: No, it's either 7 or 7:30..... Guy #1 at the register said: I'll check I am not sure (better answer)..... Manager #1: I think we open at 7, but I'll check..... Customer Service #1 Yes, the time is 7: (ps...they did open at 7.)
Moral to the story:
1. Loyal customers might go out of their way to use you even if you slip
2. Don't rest on your laural's, some may give up sooner than I did
3. There is power in a Brand
The corollary to this story
I expect when I order a bagel at Dunkin Donuts that they won't hear me or pay attention. I suspect they will get it wrong. Not toasted and expect me to put on the cream cheese while I am driving.
Not this day!!!! I was greeted by someone who said in a jubilant voice: "Goooood Morning! Thanks for coming here today what may I do for you?" OMG #1...I must be at the wrong place. I ordered and she got it right. She thanked me with the same sincere, fun voice and proceeded to sing. OMG #2! I asked the drive through lady who I had talked to and passed on a tip. I have never done that before. She asked if it was the singing or the friendliness. I told her both and smiled the rest of the day!
Moral to this story:
1. One person can change your impression of an entire Brand (good or bad)
2. A person who loves their job can make a difference in someones entire day.
3. One person can turn a non customer into a Loyal customer.
