I have two kids who keep me busy and there is always something needing my attention with my business. So, I spend a lot of time in fast-food drive-thrus. I know. I can certainly find healthier options, but that’s another blog post. While in a drive-thru for fast food or a coffee shop, my radar is naturally up and I am always thinking about ways drive-thru employees and their companies can improve upon the customer experience.
This morning after dropping my son off at school, I went to Starbucks. I go all of the time and the experience is always really impressive. Here’s how my drive-thru experience went at Starbucks today.
“Good morning. Welcome to Starbucks. What can I get started for you?”
I could just picture the lady smiling as she greeted me.
I ordered a White Chocolate Mocha, nonfat, with whipped cream.
“I have a Venti White Chocolate Mocha, nonfat with whipped cream. Your total is $4.19. Aubrey will see you at the window.”
It’s a nice touch to identify the person by name who will serve the customer at the window. I can’t recall this happening anywhere else I go.
Aubrey was really quite amazing. When I got to the window, she greeted me with a warm smile. She gave me my total, took my debit card and while waiting for my latte, she made small talk. “How’s your morning going so far?” she asked. While we talked, Aubrey faced me squarely, maintained eye contact and smiled genuinely. She was personable and confident. She’s the kind of person I’d love to have working on my team. When my drink was ready, she read the label to confirm that I ordered a White Chocolate Mocha latte. Aubrey ended the experience by telling me to enjoy the rest of my day.
Starbucks has mastered the warm customer experience. Creating a warm experience for your customers makes you memorable, gets customers talking, and it facilitates relationship building with customers. What are 3 things you can do to make your customer experience warmer and friendlier? Right now, identify 3 things you can do…and then take the first step.