Today, I had my faith restored a bit in corporations, and it wasn’t through any big announcement, but rather through an interaction at the local level. In general, I only visit Starbucks when traveling or if the mood strikes, because I’m not a coffee drinker. Instead, I’m awfully fond of the hot chocolate and it makes a nice treat on a cold morning (-3 degrees this morning).
Recently, a stand-alone store opened in my area and I have visited once before, so I would in no way be identified as a regular. However, today when I attempted to pay for my hot chocolate with a twenty, my perky barista informed me that they didn’t have change at the moment, so the drink was on them. (I better understood the long line in the drive thru, too.)
Momentarily stunned (what business willingly gives away the most expensive version of a particular product???), I offered to pay with smaller bills. Nope. Not necessary. Here’s a receipt with the information to do a survey. Now, I have no idea if this event was representative of a corporate Starbucks policy. Even if it was, I’m still impressed by it. And if not, I admire the initiative of the staff to address the issue without causing problems for their customers.
I learned a lesson this morning: if you find yourself in a pickle, and your customers might feel the impact, find a way to turn it around so you and not your customers bear the burden. Case in point, I’m writing about my great experience at Starbucks and the positive mention only cost them $3.07. Are you taking advantage of opportunities to create good impressions for relatively little in the long run?