Starbucks Passion

My new third-place

I just started a new job in my young PR career. To say the least, I love it. The people are great, the work is exciting and I’ve been given full creative control in my role. But perhaps the best part about my new job is its close proximity to a Starbucks. I spend all my breaks in this nearby Starbucks. It’s a beautiful, large store that’s always packed full of students and business people. It provides a sense of community for all the regulars. People come together to share breaks and exchange study notes together.

So why am I so excited about my new go-to Starbucks? Well, it’s simple. I’ve been going to the store for only a week and the partners already know my order and my name. It’s rare for a multi-national corporation, with thousands of stores worldwide, to create a unique sense of community in each and every store. But Starbucks has achieved this and continues to foster a communal feel in all its stores; that’s why I love Starbucks. Each store is unique and yet still stays true to its founding principle of making the Starbucks experience something to remember. Simply put, every Starbucks becomes the ‘third place’ for its customers.

Let me highlight this reality by telling you about a nice experience a customer received in my new go-to Starbucks.

I was standing at the bar making small talk with the barista while she prepared my pumpkin spice latte. As I received my drink, we politely said our goodbyes and I was set on my way. But before I left the bar, I witnessed this barista turn to the customer standing to my right and say: “Hi John! How’s your day going?” He said: “Not bad, but it’ll be better once I get my caffeine fix!” The two laughed. Then, when I thought that was the end of their conversation, the barista said to John: “Listen, John, yesterday you seemed a little down when you received your drink. I hope it had nothing to do with our service. I know we were a little slow and I’m sorry for that. Here, take this, the next drink is on us.” She then handed John a recovery card for his next drink purchase. John was floored. He didn’t know what to say but you could see how appreciative he was of this simple and thoughtful gesture. He said: “thanks a lot! You didn’t have to do that but I appreciate it!”

And that was it.

Where else do you experience such a warm and considerate interaction between a customer and an employee? I’m hard-pressed to come up with another business that even comes close to this level of attention to customer satisfaction.

John will be back. I will be back. And every other customer in that store will be back. The customer service is top-notch and all the partners remember our names and make our drinks with care.

This Starbucks, located in the heart of downtown Toronto, has fostered a community of caring partners and appreciative customers. People hold the doors open for others and concede seats to elders in this Starbucks. Familiar faces and kind interactions are what give this big-city Starbucks a certain small-town feel. This store truly epitomizes that ‘third place’ ideal. It’s something you just don’t see in any other business in Toronto.

After feeling that communal warmth, I left my ‘third place’ and headed back to the office. Along the way I got pushed by a stranger while crossing the street and saw a motorist arguing with a bike rider…. Apparently, a communal feel can only be felt within in Starbucks.