I wrote a few weeks back about the new Starbucks opening in my neighbourhood.
It's now been open a little while and I wanted to report on my experience to date.
The store is a good size, with more than a dozen car parking spaces (something really important for car-centric North Van!). Everything thing is smart inside and I noticed the area behind the counter is fairly large. This means when they get busy it is possible to get more than just one person making the coffee.
What has been a surprise and a pleasant one is the customer service. Leftantler and I went in about a week ago and started looking at the coffee beans on sale. We needed some more at home. Just as we made our decision a Startbucks staff member ('Partner' I think they are called) came over and asked me if I had smelt the coffee I was buying.
Initially confused I said no. He then explained that if you shake the bag abd press the starbucks logo on the front you can 'press and sniff' as it were! I had no idea. The chap then went on to suggest that I could ask for a French press on my chosen coffee as an alternative to my normal latte. Neat idea.
Next time I went in I ordered some wierd green frappacino drink which the poor girl behind the counter had to make twice. Without prompting I was passed a card for a free drink next time due to the delay. So today I went back in and ordered my french press.
The guy behind the counter was a little surprised, but took my order and explained gravely it would take 10 mins. No problem, if I know it's going to be 10 mins to start with it's very different to waiting 10 mins when I thought it would be immediate.
The same chap who told us about the coffee sniff thing was in the store. Turns out he is a shift supervisor and responsible for 'front of house' and customer service. He remembered the coffee I purchased last time and enquired what I was trying today. Very friendly. He then came back with a cool coffee wheel (think like a colour wheel) and explained that a piece of lemon raspberry cake would go well with my particular choice of coffee. He then gave us a complimentary slice and two forks!
By the way, the coffee wheel was right! The cake was fantastic with the coffee (Ethiopean).
So, I know it's a new store, in a new neighbourhood and the staff are all fresh and highly geared towards pleasing customers, but I was still impressed. It showed an attention to detail I respect and one I suspect Howard Schulz wouldf have been pleased to see.
I will of course continue to go back to the store, but then I needed no conversion to the way of Starbucks. It did though reinforce the thought that even established brands, still have to work really hard to make a good impression and keep it. Well done Starbucks, long may it continue.
