Week Notes: Vol. 2 – № 2

Giving kudos shouldn't be so hard

If feedback is a gift then why does it seem like companies don’t want to hear it?

The people who work at my nearest Starbucks make it a destination. I stopped in last week to hang out for a few hours and work on some writing.

After soaking in the friendly vibes and sitting in the cheerful buzz while the staff served customers, I felt compelled to give them kudos.

“Corporate needs to know how nice it is to be here,” I thought.

Opening a new tab in my browser, I searched for the store page, thinking there would be a place to leave feedback.

Nope.

Next, a more direct search, “starbucks leave feedback,” took me to the Contact Us page.

Nope.

I looked at the sticker on my cup thinking there was a URL or QR code.

Nope.

Eventually I stumbled upon the Customer Service site and somehow found a FAQ titled “How can I comment or give feedback about an experience I had in a Starbucks store?”

That directed me to “please contact us with your comments …” except the link took me back to the Customer Service homepage.

Argh!

Near the bottom of the page were 3 CTAs to chat, call, or send a message. Send a message seemed most appropriate.

Instead I was met with a self-service gate. “Before you contact us … describe your issue.” After a couple tries, I noticed that typing something into the search field would reveal a “Contact” button.

A few more steps, and I finally arrived at a form.

It didn’t even cross my mind to complain about this shitty help desk workflow. I just wanted to give the store manager and team their flowers.

Days after Starbucks closed 450 stores, this one felt alive, led by a manager who valued his people. Cheers to you, Ryan at Store 82322 off Grand Prairie.

Even with amazing local spots like Chain & Spoke and The Coffeesmith, experiences like this keep me loyal to Starbucks.

But Mr. Niccols: Giving feedback shouldn’t be harder than ordering a latte.