Now That’s Service!

I’ve always heard that Midwesterners are supposedly the friendliest bunch of people in the United States. Today, I could see why.

Something happened on my way home that had a tremendous effect on my day, although it might have had this extraordinary effect simply because I was in a “mood” for most of the day, but nevertheless, it made me realize why I love Milwaukee and the Midwest in general.

I stopped at the Starbucks on the corner of Oklahoma and Kinnickinnic Avenues in Milwaukee because I was in desperate need of a caffeine injection. I must explain that I normally try to avoid Starbucks because I prefer to support smaller chains or local, independent coffee shops. Unfortunately though, my options were scanty, so I had to decide whether or not to continue searching for that indie hub and fall asleep at the wheel or stop at the Starbucks. Needless to say, my arm didn’t have to endure much twisting. In the end, it was a great decision since that particular Starbucks not only completely impressed me, but it brightened my day.

One of my biggest pet peeves is customer service, or lack thereof. If you work in the service industry, I expect you to treat me kindly and attentively; after all, that’s part of your job, isn’t it? With that being said, on the rare occasion that I venture inside a Starbucks, I always leave the coffee shop happy with my experience.

This satisfaction is probably due to the fact that there always seems to be a pleasant air to the place. Starbucks employees are always smiling and chatting enthusiastically while they put your order on the cup and syrup in it and as they take your money and make your change. While it’s never a really thrilling or even optimistic conversation, it’s always filled with sincere smiles. So, it’s no wonder why each patron walks away with a smile or at least a hint of one, a curled lip at the very least.

I pulled up to the drive-through and was glad to see that there was only one car ahead of me. After only about one minute, it was my turn to order. I was warmly greeted by a woman’s voice over the speaker. Her tone was so chipper that I could tell she was smiling on the other end. I cleared my throat and ordered one tall Americano and one grande green tea latte (for Eric). The woman repeated my order and told me the price, and then I inched forward. After a five minute wait, I finally pulled up to the window and was welcomed with the same smile I heard over the speaker. The rest of our exchange went as follows:

Starbucks Girl: “You had the tall Americano and grande green tea latte?”
Me: “Yep, that’s me.”
SBG: “We are really sorry about the wait.”
Me: “That’s okay.”
SBG: “Your drinks are on the house.”
Me: “Really?”
SBG: “And we are going to give you this voucher for two drinks so that your coffees are on us next time too!”
Me: “Oh wow. That’s great! Thanks!”
SBG: “No problem, it’s the least we can do. Have a great night!”

I was only waiting for a mere five minutes, if that, and I got four complimentary drinks! In the past, I’ve waiting hours for dinner at a restaurant and never even received an apology and certainly never a free meal.

Even though the drive-through is a little less interactive – I didn’t really mind that today – you’re still treated with the same service. Such service is quite remarkable considering those people working at Starbucks probably have dealt with plenty of sleep deprived people all day, yet they never break a smile, never slow down, and never try to rush you out so that they can get to the next customer. Clearly, Starbucks has their customer service down pat, which begs the question: Is it actually possible to run a timely and efficient business AND be totally friendly at the same time? Apparently so.

Now, would this concept of a friendly, efficient service be lost in a bigger city like New York City or L.A. or is it every Starbucks’ policy and not solely a Midwest characteristic?

I’m almost positive that when I was visiting NYC and ordering a tall nonfat caramel macchiato each morning, I didn’t get a smile and I wasn’t asked about my day, I was more or less shoved out of the place. Granted, there are places in Milwaukee that don’t demonstrate the concept of good service, still I’m willing to wager that my experience at this particular Starbucks had a lot to do with its location and less about the coffee chain’s philosophy.

At any rate, I suppose I could use this situation as some exaggerated effort to call this an example that teaches a moral lesson about Milwaukee and how great it is, but I won’t. Instead, I’m simply going to enjoy my complimentary coffee...maybe even with a smile.

Comments

[wfbdoglover]

Yea for you and starbucks!!

Want to meet for a coffee?? ha ha!

[Julia]

Niiiiice. That would make my day.

[wfbdoglover]

HA! I just got a call from "my little bird"'s friends mom. They just moved to Milwaukee this School year and they were having company from out of town this weekend. She asked for ideas of things to do. I sent her the link to your blog!!!

:)

Told you this was an excellent blog!

BTW, I'm still waiting for my coffee invite - HA HA

[Farrah]

You were only a few blocks from Anodyne Coffee (on KK) which totally rocks!!!

[Katherine]

I'm glad you had such a good experience at Starbucks. National chains don't always put the emphasis on customer service, so I completely agree that it's a location thing. However...had you simply gone a few blocks north on KK, you would have ventured into the heaven that is "downtown" Bay View. Chock full of independently owned coffee houses. But I completely understand your need for an immediate caffeine fix!

[Karen]

Hey doglover,
Coffee? It's on me. Ha.

[SuzieQ]

So, I guess that your experience could be due to the shop's locality, but I've been to the Alterra on Prospect Ave. on the East Side and had a horrible experience – the young lady at the cash register was extremely rude.

Several months later, I went to that same Alterra and had the same unpleasant experience.

Considering Alterra is a local chain, what does that say about your theory?

[Karen]

Hey Katherine, Welcome!

Indeed Bay View boasts some of the best indie coffee shops in the area – Hi Fi Cafe is one of my favorite places to stop for a cup of joe when I’m in the area.

I guess I should have mentioned that I think drive-throughs at coffee shops are heaven sent. I also had a Starbucks gift card that had been burning a hole in my pocket since Christmas (and still is), hence the reason for stopping at the Starbucks and not venturing further down the road. When I factored in those two aspects, along with my dire need for a caffeine buzz, my mind was made up. :)
___________________________

Hi Farrah! (Thanks for stopping back!)
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SuzieQ- I frequent that particular Alterra and never had a problem. Perhaps it was a bad day...?

Keep in mind that not every establishment will provide great service just because it’s local. I was simply making a generalization when saying that Milwaukeeans are friendlier than New Yorkers, and so on.

[SuzieQ]

No, I know. I was just saying. But, I won't go back to Alterra even if they are supposedly nicer than NYC's Starbucks employees.

[Amanda]

I tend to go to Starbucks just because of the service. The people there are always very polite and the service is fast.

[Kristin]

Karen, I will whole-heartedly agree with your generalization about the extremely friendly nature of Milwaukeeans, especially when compared with residents of other larger, non-Midwestern cities.

Here in New York, workers at large chains (Starbucks, Walgreens, Kmart, etc.) are usually more concerned with getting through their shift and/or finding out the scoop on their coworkers' previous night's conquests than seeing that the customers have any sort of pleasant or even timely experience. That's definitely a generalization, but in my experience it's accurate at least 90% of the time. Only in the smaller, local places near my apartment in Queens have I found service that is anything like what it is back home... And even then, it's still tinged with the ultra-high pace of the City.

About a month ago, I attended an education conference in Milwaukee along with two of my friends who also teach in NYC. While we were in Brew City they wanted to sample some authentic Wisconsin cheese and beer, so I took them to the Pick 'N Save MetroMarket on Juneau & Van Buren, right around the corner from my old apartment. As we were checking out, they commented several times (both to me and to the guy at the register) that they could tell they were in the Midwest because the people working at the store were so friendly. Mind you, this was at the packed MetroMarket, around 6pm on a Friday evening. I was definitely happy to hear the way that my east coast friends were lauding my hometown. (And they continue to do so, whenever WI or Milwaukee finds its way into a conversation...)

[Johnny]

This make me even more excited about my first trip to Milwaukee in July. You think the folks at Starbucks will like my Cubs cap?

[wfbdoglover]

I love the Starbucks drive through - I usually go to the one on HWY 100 and I94. They are always fast and friendly - but I never received any comp drinks....

The Starbucks in WFB is also very friendly - when I go in there.

When I lived in NYC, I thought people were way friendlier than Milwaukee. BUT that's just me.

[wfbdoglover]

(large sip of coffe) - toast

Cheers Karen!

[Karen]

Johnny- as long as you aren't wearing a Caribou Coffee cap, I'm sure they won't care. :)
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Hi Kristin! I'm glad to see you back around here!

I was hoping you’d chime in. Considering you reside in NYC and used to live in our beloved Milwaukee, I knew you’d offer an interesting perspective.

Also, it’s good to hear that the Midwest/Milwaukee lives up to its friendly reputation. Or perhaps your east coast friends were just influenced by our yummy cheese and beer! Ha.

Anyway, thanks for sharing. You always leave such thoughtful comments!

[Erin]

I'm really late to this, but that's awesome! That would make my day. :) I don't love Starbucks coffee, but the service is always great, that's for sure.

On a side note - I've actually found New Yorkers to be surprisingly friendly the couple of times I've been there!