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C is for… Coffee, Cats, Caffe Nero and Customer Service

Posted on 7th April 2010 in caffe nero/ cats/ coffee/ customer service/ review

CoffeeI’ve realised recently that some of my most favourite things being with the letter C.

For example: cats; chocolate; cuddles; cakes; coffee and customer service. Not exclusively those but they spring to mind as favourites, as it goes I quite like crocuses, clouds, crusts and charisma too!

Two of my favourite things have led to my first blog (insert first blog sytle fan fare here…..) and they are coffee and customer service, two things that I happen to be quite passionate about.

I remember feeling quite exotic (yes, exotic) when a branch of Starbucks arrived in town! Had a few coffees in there, once you got over the odd aroma that I’m sure they pump into every Starbucks, it felt decadent, luxurious and almost naughty to go somewhere just for coffee.

But then, one day on the way to Starbucks I noticed a Caffe Nero sign! When had this snuck into town? Why hadn’t I known before? I had visited Caffe Nero in Lakeside (buy peanut & choc chip cookie from Millies, take to Nero’s and sneakily eat while drinking coffee = heaven) and had marveled at the depth and strength of their coffee – buy the wrong thing and the coffee was strong enough to make you nauseous….

And so began my love affair with Caffe Nero and the grande latte *sigh*. The staff were smiley, the air didn’t smell of strangely burnt plastic, the chairs were large and comfy, it was relaxing – it felt like home!

I began going there once a week, sometimes with BF, sometimes with DH and after a couple of weeks the lovely lady started remembering what I drank and would say those most flattering of words ‘your usual?’. I began looking forward to my chat with this smiley lady almost as much as my massive coffee and soon my coffee drinking became more like visiting friends. Even the grumpy (in a nice way) manager soon managed to remember my drink and once I’m sure I saw him smile.

I looked for a facebook page to join in support of my Caffe Nero, there wasn’t one so I set one up. Soon after the lovely lady added me as a friend – now she added ‘I love your wedding pics’ to ‘your usual?’ – ah personal service I love thee so!

There was a dark day, when out for lunch with friends and one of them insisted on Starbucks…. Suddenly I was back in the burnt plastic aroma, no smiles at the counter, tasteless coffee that you had to wait for ‘at the end’ – the drinks appearing in no discernible order making you feel both impatient and unimportant.

The sheer level of customer service that I (and indeed all their regular customers) receive at Caffe Nero was summed up for me recently when I visited the day after my birthday. My lovely lady has long since been promoted – she deserved it and the grumpy (in a nice way) manager was serving ‘did you have a nice birthday?’ he asked, followed by ‘did you do anything nice?’ and ‘these are on me today’. After at least 4 years in this town would anyone at Starbucks even know what I drink? “I think not baby puppy.” ( #Cats & Dogs – 2001 great film http://www.imdb.com/title/tt0239395/ )

These two staff members, lovely lady and grumpy (in a nice way) manager could start a customer service revolution. You guys are great and I thank you for making me feel special just because I ordered a coffee – ok and the occasional almond croissant..

I read recently that in Japan there is now a coffee shop where you can rent a cat for half an hour to pet while you have your coffee – hmmmm I haven’t been to Japan, yet!

UPDATE

The UK MD of Starbucks has kindly offered for me to meet up with my local Starbucks District Manager to discuss company ethos – I have agreed and supplied my email address. Will let you know a) if a meeting happens and b) the outcome

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