Today I was remembering those beautiful days I spent on New York two years ago. That’s a city that everyone should visit at least once in their life. I was thinking about the museums I visited, the long lines I had to make over and over, the amazing view from the Empire State, anyway a lot of things…
But something that came to my mind, was my only coffee I got on Starbucks.
I was a regular tourist, visiting all these famous places, sitting on the top of those funny red buses, and walking like crazy all day long. Every day we (my husband and I) took the bus from New Jersey to New York, and once we landed on the Port Authority and exited the door in front of the New York Times, we started to walk all we could, until we couldn’t feel our feet anymore (though I’m still not sure if it was the walking or the cold).
The second night after walking through Rockefeller Center, Fifth avenue and watch all the Christmas decorations, we (my husband and I) found a Starbucks!!! We were thrilled, something that may be so common for New Yorkers, for foreign people like us, is a novelty. I mean, how many times you watch Starbucks in the movies?, hearing all those varieties and combinations they have, as Tom Hanks said on “You’ve got mail”, it gives the people the power of decision.
Anyway, we went in and felt that delicious coffee smell (which for a coffe lover like me is like heaven and even more delicious after walking all day and being in a such irreverent weather).
It was pretty much empty, may be just one person at the line, and it was our turn. When we got there we were staring at the menu, so many choices, so many options, so many unknown words (we are spanish speakers).

As the guy was completely ready to take our order, we obviously weren’t, I wanted to know what was “Starbucks” specialty, you know, the house recommendation, the reason why all the people drink coffee in Starbucks, the reason why it is always in all Hollywood movies, the reason why I was ready and excited to finally drink a coffee there!
But instead of hearing those suggestions, I heard a nasty “What you want?” and in the second I saw him with dubitative eyes he sees me back with lightnings in his eyes like telling me your wasting my time! (I looked back and yes it was still empty), the menu was still in chinese for me, but I felt so bad and pressured that I went for the familiar -
Sharon: “a capuccino please”,
Starbucks guy: small, medium, grande?
Sharon: (like I knew what size is which? umm, what word is the fastest) mmm… small.
Starbucks guy: decaf, regular?
Sharon: Just a normal coffee, not decaf
Starbucks guy: what else?
Sharon: (oh no!! my husbands turn)- y tú que querés?- meaning what do you want sweety?
Husband: Mmmm … maybe one of those with milk but cold…
I’m going to leave the conversation here, just to say that by this moment the “Starbucks guy was literary dying of impatience”
So…at the end I drank my capuccino and my husband his cold coffee with milk, while being in complete stress and saying “We won’t ever buy a coffee in Starbucks again”.
Not just because the capuccino was completely plain (I’m Guatemalan, I have the best coffee in my coffemaker every morning), not just because I’m a marketer and my husband a publicist and we are hard to please, but because the customer service sucked!! so much that it is in the top place of bad customer service we experienced on New York. It was an awful experience which obviously we avoided the next 18 days of our trip.
But I’m not writing just to criticize their bad service, I’m writing to open Starbucks eyes (if they ever get to read this), I’m writing for them to see the following facts:
- Customer Service is important
- Customer Service is not just efficiency on delivering orders
- I made a tiny poll where 4 of 5 people I asked, would buy a coffee on Starbucks while traveling to United States
Now consider:
- How many tourists go to New York per year?
- How many of these tourists visit a Starbucks?
- How many of these tourists end up feeling as badly as I did?
- Why to struggle and spend so much money on advertising and bring new customers if when you have them you treat them so poorly?
My advice to you is to find a strategy directed for tourists so you can deliver not just the best coffee you have, but the best experience you can, so they can go back to their countries and tell others “if you go to the States you have to go to Starbucks”. (Which I totally did with Charmin! Go Charmin Restrooms!!). Keep in mind that we are tourists, we are not in a rush, we are not running late to work, we are enjoying a trip, we are digesting a culture, we are trying to have a great time.
Tags: Coffee, Criticize, Customer Service, marketing strategy, Review, Starbucks, tourism