My nearly 40-year career in corporate human resources, in both banking and healthcare, provided incredible opportunities to meet and work with so many types of people. Human Resources carried out a plethora of duties, one of which was training and coaching in the skills of customer service and satisfaction. This required me to become a keen observer of human behavior as I visited a wide variety of branches, offices, clinics, departments, and other entities. This is a habit and pastime that has become a part of my being and I find myself doing it in nearly any business I enter. Unfortunately, in today’s world, outstanding customer service is not always easy to find. I look for it and try hard to celebrate and showcase it when it crosses path.
I know it is hard to believe, but I have been known to frequent Sharla’s Coffee Stop (just 225 steps from my driveway). Most of Sharla’s and Dave’s employees are young high schoolers learning the ropes of a coffee culture and the art and practice of serving people. Sharla’s has been fortunate to have a crop of great kids who could put many adults to shame in how they care for their customers. I have made a point to become acquainted with these young workers of our community and enjoy interacting with them. Seldom, if ever, have I experienced sub-par service from any of these Rising Red Hawks and Miltonites. However, last Saturday, November 4, something happened there that screams to be told.
Due to church responsibilities, I do not usually go to Sharla’s on Saturdays. I do sometimes stop in briefly just to see who is working and to say “hi”, as often there are different baristas there than those I see during the week, so I try to connect.
On the Saturday in question, I had two missions in stopping there. I knew Eric Stockman would be finishing his morning workout routine and I needed to check in with him about an initiative on which we were collaborating a bit. I also wanted to quickly greet the barista staff and then move on to my church duties and responsibilities.
I encountered Eric right away and clicked that piece of business off my list. I then headed into the coffee shop, surveyed and greeted people I knew and then stepped to the counter to greet the baristas. I accomplished that and turned to leave. That is when, unexpectedly, the light shone through!
My barista said to me, “Jon, there’s your nitro cold brew.” And, sure enough, there was my usual beverage waiting invitingly on the end of the counter. I hadn’t ordered anything, and as I looked with a perplexed demeanor at this young barista, she said, “Jon, I saw you get out of your car to come in, so I prepared your beverage. It’s there, ready for you.” Holy Smokestacks! I was nearly (not completely, as those of you who know me are aware, but nearly) speechless.
Customer service guru, Chip Bell, has said, “CUSTOMER SERVICE ISN’T ABOUT SATISFACTION. IT’S ABOUT DAZZLEMENT!”
Auggie, you DAZZLED me! I applaud your proactive approach, your knowledge of your customers’ preferences, your upbeat energetic vibe. Your light shone through and absolutely made my day and week, and I am still talking about it. I was so impressed, I immediately texted Sharla to tell her of the wonderful experience.
Thank you, Sharla and Dave, for having created a wonderful coffee shop here in Milton. You have created a gathering place – a piece of the very fabric of our growing and vibrant small city and you have provided a place for “our” kids to work, learn, and grow.
Why go elsewhere? After all WE ARE MILTON #cruzan4milton.
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