Has Starbuck's Entered the Car Detailing Business?

I was sitting in my office (called Starbucks) getting some writing done when I was distracted by a woman in a state of panic. She said, more or less, “The lid just popped off my drink and spilled all over the inside of my car!!” Visibly shaken she continued, “I know it’s not your fault, but can I get another drink and something to wipe up my car with?” 

The great crew at Starbucks did one better… they happily, as in HAPPILY, gave the woman another drink AND one of the “partners (Starbucks name for their employees) went outside and cleaned up the woman’s car for her. I watched as the partner diligently, on hands and knees, towel after towel, worked on the car until it exceeded the woman’s expectations. I’m just guessing she did because the woman, who stood by and watched while sucking down her Frappuccino, was all smiles before she pulled away. 

This isn’t an isolated incident. Starbucks has a way of WOWing customers. I personally have seen this on many occasions. 

Like the time when a wheelchair bound woman rolled into Starbucks. Not only did she have limited mobility, but apparently she couldn’t speak either communicating as best as she could with short grunts. The partner patiently pointed at each item on the drink menu until she got to the one where the woman’s grunts became more excited and louder. That was the drink she wanted. 

BUT 
WAIT! 
THERE’S MORE!! 

The woman wanted something to eat as well. Same routine as with the coffee until a blueberry scone was selected. 

BUT 
WAIT! 
THERE’S STILL MORE!! 

The partner assisted her with the cash transaction AND THEN walked around from behind the counter… wheeled the woman to a table… AND SAT WITH HER AND FED HER AND HELD THE DRINK UP TO HER MOUTH SO THE WOMAN COULD SIP HER COFFEE! I teared up if I recall! 

And then there was the time when a partner drew caricatures of customers on their drink cups. The picture of this post was my caricature (She caught my best side!). One of a “family” of drink cups that were served that day. 

So what’s the secret to Starbucks’ great customer service? 

The training? Perhaps! 
The team leaders? Maybe! 
The operation’s manual? Doubt it! 
The partners? Well yes and no! 

I think Starbuck’s secret to great customer service is! 

HIRING the right partners to begin with! PERIOD! 

I mean sure they train their team. But is there a training module… 

…that instructs a partner on how to clean a customer’s car? 

…that teaches how to communicate with customers that have physical disabilities AND how to feed those who can’t feed themselves? 

…that gives step-by-step instructions for caricature drawing on coffee cups? 

No… I don’t think so. There is just no way to train employees how to handle every possible scenario… just no way! 

Here’s what I suggest. Hire SUPERSTARS. Hire ROCK STARS! Hire HEROS! Meaning… hire people who do the stuff NOT MENTIONED in your training manuals. The part that is not in ink. ALWAYS! 

You can train JOB RESPONSIBILITES… BUT you can’t train HUMAN BEING-NESS! 

And you dear reader? 
Would Starbucks hire you? 
Would Disney hire you? 
\Would SAS hire you? 
Would Chik-Fil-A hire you? 
Would Nordstom’s hire you? 
Would GEICO hire you? 
Would they? 

Based on what? Your ability to… 
Boil water for coffee… 
Point to the bathroom… 
Flip a chicken patty… 
Input data… 
Ring up a sale… 
Answer the phone… 

OR… for your HUMAN BEING-NESS? Hmmm…