Our problem, not yours
Simon Chrisp
www.starbucks.com
I buy my coffee from Starbucks every morning. Today I was late, so a new shift was working - so they didn't know me. I was going to pay with Amex as I had no cash on me. But their card reader was broken with a sign against it saying Cash Only. I said I didn't have cash - and I'd not seen the sign until I had ordered. 'That's not your problem' I was told. 'It's our machine that's broken so have your coffee on us'. Great empowerment of the team - and a great experience. I'll keep getting my coffee from them every morning.(A few in the queue probably put away their cash and took out their cards......) Why was the experience great? Because the guy at the till made a decision that suited his customer - without referring to the manager, or making a fuss. He was empowered. And he didn't bemoan the technology and run his company down.
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