The Power of Attention
I’m going to take you back to an earlier time in my life, a time before I committed to buying coffee only from local shops.
I used to stop every other day occasionally at a particular Starbucks in my town, specifically the one on Wards Road in Lynchburg. It wasn’t really in my neighborhood, but it was near some places where I shopped, and I was willing to hold out until I arrived there because of a barrista that worked there. I’ll call him Sam.
One of the first times I saw Sam, he greeted me like an old friend. He smiled warmly and said, “Hi! How is your day going so far?”
His eyes twinkled and the corners crinkled up and he was just so adorable I had a moment of excitement thinking, is he flirting with me?? Though he’s at least ten and more likely fifteen years younger than I, I refused to back down from my belief that he might find me pretty and might also be thrilled with my un-complicated order of a venti, half-caff, peppermint, extra-hot mocha.
I smiled back and answered that my day was lovely, thank you. And then, I couldn’t stop smiling. This kid had looked me in the eyes, grinned, and spoken to me in a familiar way. He was cute and more importantly, he was polite, attentive, and friendly, and that and five dollars will buy you a…well, I’ll tell you what it will buy you.
It will buy you a customer who drives out of her way to spend too much on a cup of coffee. It will buy you a customer who tells her friends about the really nice people who work for you. It will buy you the best kind of advertising there is – personal recommendation.
I left the store that day feeling a little lighter, and way happier. I’m not a sappy type, but having someone genuinely seem interested in me was refreshing and the rest of my day was made a little better for it.
Not long ago, my teenage daughter wanted to stop there so I pulled up and let her run in. When she came out, she was grinning and her eyes were all sparkly. When she sat down beside me I said, “He was in there, wasn’t he?”
“What are you talking about?” she answered.
But I knew why she was smiling. And I smiled, too.
I don’t frequent Starbucks but I remember when it first came to town that customer service seemed to be a competitive advantage. With growth that hasn’t been a priority and I can see why certain ones struggle.
I think that every Starbucks has their own version of Sam or Samantha; it’s in their business model. How in the hell else would you get someone to pay 4 dollars for a coffee? You should go say hi to him again.
I love your new site. Very cool, good work!
Thank you, Scott. I have been obsessively changing the theme since yesterday, looking for one I really like. I’m still not sure. Also, my hosting is finally all settled but it will take several days before everyone lands on the right site. Many people are getting an error message. It’s a delight. On the up side, your little podunk Spanish town must not be all bad if you are already seeing the new site. At least you can be connected, right?
Blah blah. I’m feeling very boring lately. I think it’s time for some crazy, yes? See you in a few days, fellow anarchist.
You have a teenager as well? I was under the impression all this time that you only had yunguns!! I do like this new template. The comment count graphic is the best!
Back to the topic of your post….yes, it’s worth going the extra mile for good service, not to mention a hottie who also notices you. That’s definitely the whipped cream AND the cherry on top!
I dig your new digs.
A couple of weeks ago my (young adult) kids and I ran into Starbuck’s to get a quick ice tea!
We had been running around all day, it was hot, my hair was flat, my makeup had melted and my cotton linen outfit was ridiculously wrinkled. In a word I looked awful ! As I stepped up to order, the young handsome man (we’ll call him Sam) said , “you look like you’re having a great day”? Shocked, I licked the sweat off my upper lip and said, “absolutely , uh , could you had me a napkin”?
The Starbuck’s employee’s are brainwashed, I’m fairly sure about that!
Hi, Vicki! I spend quite a lot of time on your new blog yesterday and enjoyed it immensely. As far as brainwashing goes, I’m sure you’re right. But this guy seems like the genuine article. There is something there that you can’t train into a person, no matter how much cheese you offer. Thanks for stopping by!
This is why I am ‘The friendliest guy in the World,’ Love your cool digs.
Well, you certainly are friendly, FJ. I’m glad you like the new place. I’m still having trouble with some things, for instance, I’m wondering if this comment will show up as a reply to you or if it will just be at the bottom of the post. I’d really hate to have to start over. Again. Thanks for coming, and I will be more interactive again soon, I promise. To whom much is given, much is neglected. Or something like that.
I liked how, even though I had heard this story, I enjoyed it on the page nonetheless. I can never afford a Starbucks so I never got to feel the Magic. Maybe you could train Frank a little over the Starlight…! And yes, the new layout is snappy. Looks almost like real paper. Maybe someday you can help me with mine.
I’m so happy that you enjoyed the story even though I’ve told you about it (probably more than once). And I must say I really think it’s just this one fellow, not an issue of training or store policy. I’ve never experienced anything quite like it. Except at Starlight, but I think that’s because they know me. And, of course, Starlight loves me.
I too was once entranced by Starbucks. Back before the economy went into the crapper, I went to the one on Boonsboro Rd. twice a day, every day. It was nice to have a place to go where “everybody knows your name”. I even used to buy them Xmas presents. But no more – can’t afford it. Now I settle for people on Twitter who “know my name”.
PS – love your new design!
Thank you BKT for visiting my blog. I’m basically a virgin blogger, but I’ve sure enjoyed getting to know all FJ’s friends! You all are so witty! I’m definitely getting in my daily laugh quotas ! Look forward to more good times!
Been there. Had the crush. Was engaged at the time. Realized all my co-workers had the same crush. Was crushed, but not really. Basically impressed by how well he did his job!
Sometimes that kind of crush can be good – good for morale, good for motivation, etc. Some people just have that kind of magnetic personality. That’s the kind of person I’d want to hire as my “public face”, for sure.