“Customer service is not a department, it’s everyone’s job.” Unknown
A barista at Starbucks made my day.
How?
She surprised and delighted me. She did something unexpected.
What did she do?
She offered me a free beverage.
Well that seems like no big deal.
It was a big deal.
Why?
Because it was simple, unexpected and it made me feel valued and happy.
My loves, at the end of the day, all of the marketing programs, fancy Instagram posts, Workshops and Classes don’t matter if we do not remember what matters most, a happy client.
Now, I know what you may be thinking. “Nina, we cannot give stuff away”. I get it, but that’s not the point. I am a regular customer who came in to purchase a pound of espresso, which I do about every 10 days. She did not know me. She did not need to. She just felt like and had the autonomy to do something special.
And that is all.
Surprise. Delight. And make me feel valued and happy. Be a day maker. And give your team permission to be one too.
And if you do, your clients may be inspired to share their experience with their friends. And on Yelp. And even, in a blog post like I did.
Love + Awesomeness-
Nina
PS: A big shout out to the Starbucks on Flower + 9th in DTLA. You made my day. Thank you.