Sunday Pie
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Starbucks
Dear Starbucks Lausanne Managers,
I am writing to share my recent experience at your coffee shop located in front of the Lausanne train station. I visited your shop yesterday (Wednesday 12th of May 2023) between 7 pm and 8 pm and unfortunately, experienced two single points of failure from two of your employees.
1. First single point of failure:
I was interested in trying your app to order and pick up my drink without having to wait in the physical queue. When I approached the Asian waitress who serves the ready-made drinks for assistance, she seemed annoyed but still tried to help me with my questions. However, after her initial assistance, I had further questions but didn't dare to approach her again as her body language suggested that she wanted to be left alone. This resulted in me not being able to use the app and joining the physical queue instead. I wasn’t satisfied with the customer service but decided that she was probably having a long day behind that counter and that at that time of the day, she probably had little energy left for customer requests.
2. Second single point of failure:
While waiting in the physical queue, I observed the young waiter with bangs and glasses providing good customer service to the lady in front of me. When it was my turn to order and the turn of subsequent customers, his demeanor changed and he was cold. This inconsistency in customer service made me feel uncomfortable and dissatisfied with the level of customer service provided. I decided to observe him for a little while before judging him. I noticed that he had a very friendly attitude towards some customers and a distant attitude towards others. It came across as random and chaotic customer service.
As I was leaving Starbucks, I approached the young waiter and shared my observation of his inconsistent customer service. I expressed my concern that he should not be in charge of customer service due to the lack of positive customer service consistency. In response, he adopted an entitled demeanor and explained his behavior by saying things such as: “Look… I am tired…” , “Oh… so YOU took it personally (as to say that my problem stemmed from my perception of the events,)” or “but what does it matter to you how I treat other customers...?”. When I told him that I was going to write a review regardless of his reasoning, he became even more patronizing and domineering, shouting that I needed to wait before leaving the store. I acknowledge that it isn't agreeable to hear that one shouldn't be in charge of customer service due to observed inconsistent behavior.
These two incidents within less than an hour represent single points of failures that ultimately compounded and created a negative customer experience. The poor customer service provided by the Asian waitress and the inconsistent customer service provided by the young waiter make them single points of failures that should be addressed.
I believe that the problem is not entirely the fault of these two employees. Instead, I think they need the right incentives (from management) to behave in more positive ways.
Wishing you all the best
I am writing to share my recent experience at your coffee shop located in front of the Lausanne train station. I visited your shop yesterday (Wednesday 12th of May 2023) between 7 pm and 8 pm and unfortunately, experienced two single points of failure from two of your employees.
1. First single point of failure:
I was interested in trying your app to order and pick up my drink without having to wait in the physical queue. When I approached the Asian waitress who serves the ready-made drinks for assistance, she seemed annoyed but still tried to help me with my questions. However, after her initial assistance, I had further questions but didn't dare to approach her again as her body language suggested that she wanted to be left alone. This resulted in me not being able to use the app and joining the physical queue instead. I wasn’t satisfied with the customer service but decided that she was probably having a long day behind that counter and that at that time of the day, she probably had little energy left for customer requests.
2. Second single point of failure:
While waiting in the physical queue, I observed the young waiter with bangs and glasses providing good customer service to the lady in front of me. When it was my turn to order and the turn of subsequent customers, his demeanor changed and he was cold. This inconsistency in customer service made me feel uncomfortable and dissatisfied with the level of customer service provided. I decided to observe him for a little while before judging him. I noticed that he had a very friendly attitude towards some customers and a distant attitude towards others. It came across as random and chaotic customer service.
As I was leaving Starbucks, I approached the young waiter and shared my observation of his inconsistent customer service. I expressed my concern that he should not be in charge of customer service due to the lack of positive customer service consistency. In response, he adopted an entitled demeanor and explained his behavior by saying things such as: “Look… I am tired…” , “Oh… so YOU took it personally (as to say that my problem stemmed from my perception of the events,)” or “but what does it matter to you how I treat other customers...?”. When I told him that I was going to write a review regardless of his reasoning, he became even more patronizing and domineering, shouting that I needed to wait before leaving the store. I acknowledge that it isn't agreeable to hear that one shouldn't be in charge of customer service due to observed inconsistent behavior.
These two incidents within less than an hour represent single points of failures that ultimately compounded and created a negative customer experience. The poor customer service provided by the Asian waitress and the inconsistent customer service provided by the young waiter make them single points of failures that should be addressed.
I believe that the problem is not entirely the fault of these two employees. Instead, I think they need the right incentives (from management) to behave in more positive ways.
Wishing you all the best