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What Are The Three Surefire Ways That You Can Lose Your Customers Forever?
“I’d like a tall decaf and a jade citrus mint tea,” I said. The coffee is for me, and the tea is for Blossom.
“I’m sorry, but we’re out of filters. Will an americano be okay instead?”
“Yes, it will,” I answered.
I see the barista is ringing me up at $2.65. That’s the price of an americano instead of the $2.15 I would be paying for a tall coffee.
I say, “I’m okay with the americano, but you should charge me at the tall decaf price. After all, you’re out of the filters.”
“I’m sorry sir, but I’ll get in trouble if I do that,” came the response.
“Really? You’re out of the filters after all.”
She stood firm and repeated, “I’m sorry sir, I will get in trouble if I do that.”
“I understand,” I said. “Is your manager around?”
“I’m the supervisor,” she said proudly. “The manager isn’t due back for an hour.”
I smiled and let her ring me up.
$0.50. It seems like a small amount. And certainly for Starbucks the $0.50 isn’t going to change their fortunes, and it certainly wasn’t going to change my fortunes.
