Empathy found me at Starbucks

An encounter with empathy and great customer service to close out my workday...

At 4:30 PM on a Friday afternoon, I drink decaf. But Starbucks did not have any brewed. The barista told me that the only option was a pour-over that would be out to me soon.

I waited; ten minutes passed and still no coffee. I went to the counter and, after some strained inquiries, found out that the coffee was yet unmade.

I was mildly put out and a little exasperated. Five minutes later, the head barista emerged with my coffee in hand. "I'm so sorry you had to wait; here is your decaf. I imagine that was frustrating. We'd also like you have this gift card for the next time you come in."

In a moment, my whole mood shifted. The baristas were not some negligent group of youngsters. No, this was a group of coffee professionals that wanted to make sure I had a good experience.

Total cost to Starbucks: $4 certificate and one human encounter. Empathy and meaningful gestures can make all the difference.