What is it about Starbucks that makes people keep coming back? I don’t know about you- but I detest their coffee. It simply tastes burnt to me. (And, it’s not just me. My friends and clients also have the same feeling- even as they purchase gallons of their mixtures.)
But, to be honest, I’m sure it’s the Starbucks hiring process. Folks love the barristas and the other Starbucks employees. It’s the experience for which people come- even if they just pick up their drinks and leave.
It’s why I go to St. Elmo’s Coffee Shop. It’s the experience there- that which I obtain from (most of) the employees and from my friends as we inhabit the big round table in the corner. After all, coffee is just coffee- even great coffee is still just coffee… And,if you purchase Starbucks, those prices rival those of a sip of wine.
And, that’s our responsibility to achieve the same for our enterprises. To find out what experiences we can offer our clients and customers to have them keep coming back- desperate for more.
Which takes data mining. No, I don’t mean spending tons of bucks and computer time to get the information. You can ask your customers/clients what they want, what they want more of- as long as you plan to deliver it- and really do. Maybe it’s the notes you send to them letting them know that ‘the little something’ they were seeking is now in your shop. Or, a note detailing a change in the law that affects their lives or business. Or, a timely birthday or anniversary greeting. (What? You don’t do that either? Shame on you!)
All these little things take time- not computing power (although a database of your customers’/clients’ interests and dates is extremely useful). It takes interest in your clientele- but demonstrating that is the elixir of success.
Drink up.
Starbucks | http://t.co/tE5qkd2qT8 via @Adjuvancy
I live in a town that is very, very rare…we don’t have a StarBucks…*gasp* I know…it’s odd, the closest one is 40 minutes away. I wouldn’t buy one even if we had one, like you said it tastes burnt.
Their data mining must be amazing!
Lisa recently posted..From Magic Beans by Lisa Brandel
You mean you won’t travel 40 minutes for a cup of coffee? Shame on you, Lisa!!!!
Dear Roy,
I happen to love dark roast coffee made espresso style, especially in my mocha’s. And I got them at a local coffee shop for years before we had a Starbucks. But alas, Starbucks was better for the same price so I ended up going there.
But to your real point, I agree.
You have to stand out and have that “something” extra to continue to attract very happy clients who then refer.
Good post.
Thanks,
Kathy
Kathy Hadley recently posted..Intend Joy – Day 2 of 31 Days of A New Life
Kathy-
You said it excellently. You were willing to change your habit to get what you wanted- and more of it- and loved the concept of an equal price.
That’s what we must offer our stakeholders!
I don’t drink coffee. But if I did I am so cheap I know I wouldn’t drink Starbucks coffee. I don’t understand it but I think you must be correct in saying it is the experience. I think prestige is also a motivator. Which just goes to the point that Americans are followers and what ever the “in” thing is whether it makes sense or not people will rush to it.
Shawn recently posted..Your What and Why For 2014
I am not so sure that there is any prestige in visiting Starbucks. Maybe a while ago when they weren’t on every corner…
Interesting idea about followers, though, Shawn.
Starbucks? http://t.co/S9WGp5S7n0
Well I couldn’t pull up the link (think it’s more a my-end situ then your link) but gave them a like on fb. Sounds like a “Cheers” w/o the liquor/beer.
Carolina HeartStrings recently posted..LOVIN’ JANUARY – CAROLINA STYLE
Hmm. I never tried to link to Starbucks- because I never really go there. (Only when I am in a city that lacks its own small cafe or a Cosi.)
But, thanks for the idea!
I’m not a Bux devotee and have never gotten the whole aura that surrounds them.
Never heard it called Bux before, Marie. But, I see the folks who go there- even if I don’t feel it- and want to have that aura work for my clients (and our firm, of course)!
What makes us come back to the same coffee shop again and again? http://t.co/A8dNVYDkgm via @Adjuvancy
What would I do without coffee? I simply need one in the morning. I can’t do without it…and you are right, I keep going to the same coffee shop. But it is not Starbucks, it is an independent one. It happens to be around the corner.
Muriel recently posted..My Wish For 2014
I also don’t go to Starbucks, Muriel. But, we choose the ones we go to because it makes us happy in some way. Which is what we need to do for our potential customers/clients so that they keep coming back to us.
I agree. I use Second Cup up here. Very good points!
Carol Tomany recently posted..Should I be worried?
And, not knowing what Second cup offers, Carol, are there lessons you can glean from how they get you to choose them over Starbucks to run your company?
#starbucks
I like http://t.co/rceNBNVDF8
A smile makes a huge difference. Thanks for the reminder.
Ann Mullen recently posted..7 Local Inbound Marketing Tips: How to Entice Organic Visitors
That’s a great comment, Ann- even when talking on the phone that works.
Thanks for the addition.
I’ve always said customer service is not rocket science, yet we are often surprised when we receive it. In my corporate road warrior days, I regularly traveled to San Francisco. I always stayed at the Crowne Plaza by the airport (it’s not there anymore). Even though it wasn’t the most convenient in terms of location, I would rather drive longer distances to my appointments. Simply to stay someplace where I knew I would be welcomed by every hotel employee I encountered. From the front desk, the gift shop or the lounge/restaurant, every employee greeted me warmly (many knowing my name).
Great post, Roy. Obviously, it struck a chord with me. 😉
Cathy Miller recently posted..Stating a Case for Vision Statements
So glad you added that anecdote, Cathy…
That’s why I stay at one of two hotel chains. They know who I am- and know what I like.
Or, when I flew, I took the same flight- and back then, it meant I had the same flight crew. We had a grand time on those long journeys…
And, I want my clients to have the same feeling when they work with us- regardless of which professional they meet. It’s the standard that lets us earn the gold.