$4 of Happiness in Every Cup

Finding great customer experiences is a challenge. It is not every day that you experience people going out of their way to make a difference for what are usually total strangers. What I do find in most cases of exceptional service is that it is the individual that makes the difference. They are the ones that choose to create the experience. The company’s culture, training, and leadership all play an important role in creating the environment for exceptional experiences to happen. But, ultimately it comes down to the individual associate that will represent the brand, represent themselves, and make the difference. What follows is a fine example of one person who chose to make a difference.I don't stop at Starbucks every morning, in fact, it is more of a treat for me than an addiction. Don't get me wrong I love Starbucks, but it’s not something I usually stop for on my way to work.  Today was different though. I was in a rush to leave the house. I had left my usual travel mug in my office the previous day.  So it seemed to be a perfect opportunity to 'treat' myself to a cup of Starbucks coffee.  The usual, decaf Caramel Macchiato would do the trick.I pull up to the drive-thru order box.  The bright friendly voice greets me, 'welcome to Starbucks, what can I get started for you?'  It was like a ray of sunshine shone through the speaker.  Her voice was so cheery, so enthusiastic.  Mind you, it was before 6 am, and while I am sure she has had her cup(s) of coffee this morning, it struck me as super friendly. Again, I am well versed in the ways of Starbucks.  I have come to expect good, consistent, friendly service at almost all locations.  But, this seemed better somehow. When I pull up to the window, again a warm friendly greeting. Big smile, bright voice - “how are you this morning?” How could I be anything but great at this moment?  She handled my payment via my iPhone quickly and commented how she wished she had invented that little gizmo. "They are so handy." I have to agree. She closed the window to grab the drink.About 30 or so seconds passed by and about the time one would begin to get a little impatient she appears at the window and says, (smile still intact), "I am sorry it's taking a little longer, she (meaning the barista that was making the drink), wasn't sure if she made decaf or not, so she is making you another one just to be sure."  Wow.  Now there are two of them.  The barista could have easily passed off the drink with a little doubt in her mind.  It wouldn't matter, she wouldn't see me again, so it would be OK.  Why throw away a perfectly good drink on the possibility of it being wrong?  Personally, I really appreciate it.  While I don't mind a little caffeine sometimes, my stomach does not take so kindly to it first thing in the morning.  (I know, who goes to Starbucks for coffee in the morning and gets decaf?) So my hero at the window makes me feel good about waiting a little longer. She shares the fact that her partner (what they call the associates that work at Starbucks) was taking an extra moment to ensure she got it correct.  The drink now made and verified, the beaming smile presented me with my coffee and a wish for a 'great day'.I will have that great day.  I pulled away from that Starbucks with a big smile and warm feeling. It makes me ask myself why I don't stop more often for coffee in the morning. If I choose to 'treat' myself on the way to work again, you can be sure I will stop at that same Starbucks and look forward to my $4 of happiness in a cup.These are people that have decided they CAN make a difference, even in a less than ideal situation. And, they have an environment that makes it all possible.Ever have a great customer experience like that? Are you creating an environment where people choose to make a difference for the customer? Click the comment button above to share your thoughts.