Wanna Play A Game? Let's Play "Would You Rather?"

Sometimes when we're in the car, we like to quiz each other. It's a strange, but fun habit that everyone in my family partakes in. Well, actually, anyone who rides in my car gets to experience a barrage of "Would you rather .... " questions.

Wanna play? It's actually quite simple and a great way to get to know something about another that you may not otherwise have the opportunity to know.

Tonight on our way to our neighborhood Starbucks, my daughter asks me "Would you rather go to a store with great customer service and so-so quality or a store with lousy (or non-existent) customer service and great quality?"

Hmmmm ... I'm thinking this is a really great question. Not just because my daughter thought of it (she is a genius, like her Mother, after all) - but because it brings up an age old debate - Does good customer service bring the customer back?

If you've ever had to make a return to any retail establishment, you know what I mean. What about the clerk who isn't empowered to make the customer's experience the very best?

Ever had to make a return only to be told that it's the store's policy to give the $$ back on the store's gift card? How about the store that hands you a credit receipt and tells you that you need to go upstairs to the Customer Service counter to get your cash?

Good customer service or poor policies?

When I worked for Corporate America - I was literally brainwashed with the importance of good customer service. From the very first interview to my very last day, I was educated on the importance of great service. Customers are always #1. While they may not always be right, certainly the way it's handled is a true testament to the character of the representative and ultimately the company.

The picture above is of "my" Starbucks. Located on the corner of Chandler Blvd/Dobson Rd, this is absolutely the very best Starbucks in Chandler. I have visited other stores in different states - Hawaii, California, Colorado and all over Arizona and feel quite confident in saying that "my" Starbucks is the BEST.

Want to know what sets this particular store apart from the hundreds of others? It's those people in the picture. While I must admit most of the time my iced-tea is just an iced-tea - it's the service that keeps me coming back to this store day after day. And let's be realistic, I actually have three other Starbuck stores within a 1 mile radius of my house. Literally - there's one on every corner.

BUT - this Store - with these people - that's the difference. If I'm up north in Scottsdale and say, I get the wrong drink, but don't realize it until I'm half way home (or sitting in traffic on the freeway). "My" Starbucks will fix the drink by usually giving me a new one - at no charge. This, to me, is good customer service. I know it's makes me one happy (returning) customer.

So - Would you rather have poor customer service and a great quality item or great customer service and so-so quality?