Wash. Rinse. Repeat. Engaged employees provide customer experiences; not transactions
I made my semi-annual stop at a Dunkin Donuts today. I needed coffee; was pressed for time and they were my only option. I just don’t like their coffee. They did something to it years ago – like water it down???
Well things haven’t changed. You’re a transaction at Dunkin Donuts. Let’s just move the line. I felt that way even when I was a loyal customer.
- What can I get for you?
- Turn away.
- Pour coffee.
- Mix (if needed).
- Hand customer drink.
- Take money.
- Hand customer change.
- Say thank you.
- Look over customer shoulder to next customer and ask what can I get for you.
- Wash. Rinse. Repeat.
I don’t feel that way when I go into a local independent coffee shop. I don’t feel that way when I walk into a Starbucks. At these places I find the employees engage me in conversation; whether I’m a regular or a first-timer. I don’t feel like a transaction.
Is it about the training? Is it about the type of person each organization hires? Or am I jaded because I don’t like DD coffee?
Whatever it may be I know one thing…………in the world we live in, customers are looking for an experience; and not to be a transaction. Even if that experience is a wink of an eye. Are you providing an experience? It’s really not that hard. Ask me how the weather is. It might be that simple.
Wash Rinse Repeat is a thing of the past. Especially for those of us with no hair.
