“Dream more than others think practical. Expect more than others think possible. Care more than others think wise.”

Howard Schultz, CEO Starbucks

Gordon & I  probably talk about coffee, espresso and Starbucks way more than most people, but hey, when you love something so much, you feel compelled to share it with the world.  Oh yea, it’s called customer loyalty, happiness and word of mouth.  Sound familiar?

I felt compelled to write on this topic after an experience I had at “my Starbucks” last week.  I call it my Starbucks as its my main spot I have been going to, nearly every day, for the last decade. Do you have a “my Starbucks”?

It’s All In A Name
They know my drink (talk about creature of habit), they know my name, they know my sister, my Mom and my brother.  They even know when someone comes in and orders my drink, almost always asking, “Is this for Nina?”  Talk about customer care.  I have a bond with them, a relationship, a trust that is priceless.

Will You Miss Me When I’m Gone?
They know when I have not been in for a while, they know my business, my hours, when I have gotten a new tattoo.  When I moved away from LA for over a year and came back in, they welcomed me home.  They remembered me, and my drink, even after a year had passed.  They missed me, and I felt it, in my heart.

Please Don’t Go
So last week, I made my daily visit to my happy place, where the baristas make me smile.  One of my fave baristas told me he was moving to the East Coast for a new opportunity.  My heart sank. I could not even believe that I would not be seeing his kind smile, genuine interest in how I was doing or enjoy the perfect Venti Black Ice Tea in a Trenta Cup Extra Ice Unsweetened drink he has made me thousands of times.  I grabbed my drink, hugged him, wished him the best, told the gang to have a great day, and walked out the door. And cried. Yep, that actually happened.

So I began to think about other companies I do business with, and began to wonder if I would cry if one of the team members left, or worse yet, if the business closed down. I am not saying that having customers cry is a good thing, but what I am saying is if they do, it says a lot about the depth of your relationship with them and how much they care about your people and your business.

So now let’s talk about you.  How much time and energy are you putting into building relationships with your clients, both online and off?  Can they “feel” how much you care?  Will they cry when you are gone?  Some very important things to consider when evaluating your team, your systems and your customer care.

(shared with LOVE from your Starbucks loving passionista Nina)

PS: If you are ever in LA, be sure to visit the BEST Starbucks on the planet located at 7122 Beverly Blvd.