My Google alert sent me a good customer experience at Starbucks. Yaro of Entrepreneurs-Journey.com shares his experience with Starbucks on Queen Street West in downtown Toronto:

I ordered a tea and an oat brownie from Starbucks. The brownie was delivered instantly, but the tea wasn’t, so I walked over to the delivery end of the cafe and waited.

The customers just before me received their order and I expected mine next. The customers who ordered after me then walked up and collected their coffees. Then the next customer. Clearly my tea wasn’t coming.

I walked back around to the cashier section and spoke to the barista who took my order. He immediately realized that he had forgotten about the tea and in two seconds flat, made my tea and then blurted out something about a free tea and handed me a piece of cardboard with the words:

We apologize if your Starbucks experience was anything but wonderful. We want you to know how we can make things better and always invite you to share your thoughts with us.

The next time we see you, please enoy a beverage, on us. We hope your next visit is better.

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Lessons to be learned:

1. You cannot always give prompt service, but you can always rectify a situation with a good service in mind.
2. It is not how you solved a problem but how you handled the situation that will make up the customer service experience.
3. Customer loyalty is won by simple acts of good service.