Waiting for a business in downtown Seattle to open, I stopped by one of the ubiquitous Starbucks here. I ordered a drop coffee and a spinach wrap.
A) drip is empty, would you like an Americano?
"Oh I suppose so."
B) oops we forgot your wrap, just another minute.
"Ok thanks!"
Ok, so stuff was a little slow and rather than covering up, the nice lady apologized. Cool, I got breakfast, no big deal. Really it all took only 5 minutes anyway.
I got done with my business and saw a friend on the street. I have good news to share and he wants a warm drink (too cold for April here right now!) so we go to the same Starbucks.
Guess what? Two drinks for free! See the picture...
Aurora said, "This is on me guys. I really need to make things right for you."
Things aren't always perfect. How you treat your customer at that moment is the best marketing you can create.
By Gryphon MacThoy
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