As I tweeted this morning, I was appreciating Starbucks customer service. But it didn’t start that way. I ordered a Venti Pike Place and a low-fat blueberry muffin, and paid with my prepaid Starbucks card, but the coffee hadn’t quite finished brewing. No problem, at least it’d be fresh. The barista was going to bring out my coffee when it was ready, so I took a seat in the comfy armchair and opened up The Whuffie Factor, which I’m still reading and enjoying. I dug into my book, thinking after a while that my coffee must have been ready a while ago. I admit I was a little annoyed… the last time I had to wait for a coffee at Starbucks, they told me it would be complimentary. I was impressed with that — different location though.
WestJet’s website greets you with the slogan, “Because owners care.” They’re carefully building an advertising strategy around the fact that 85% of their employees are shareholders in the company and contribute an average of 13% of their salaries into share purchases. They make a big deal about their staff, boasting, “We have 31 Karens, 39 Lisas, 67 Jens, 67 Davids, 46 Michelles, 86 Michaels and 1 Yoga at WestJet.” And all of this is what’s supposed to motivate the staff to provide the best customer service in the industry.