After listening to Clifff Burrows, president of Starbucks for Europe, the Middle East and Africa, speak at this event about inspired leadership, I thought he might like to read my post about my son David’s first request on waking up in hospital.
It was for a Starbucks banana Java chip coffee based Frappaccino, with no whipped cream. I mentioned how I was a traditionalist when it came to drinking coffee and usually stick to a totally unadventurous filter coffee.
I emailed him the link, not expecting a reply from such an important and busy man. However, he did respond. He was firstly concerned about David’s well being (he is much better now), and then took my lack of knowledge about coffee as a challenge to educate me.
He arranged for a box of goodies to be sent to my house, including four different packs of coffee blends, a fabulous Bodum coffee maker, three bars of chocolate, one of their stylish mugs and a £20 Starbucks voucher for David.
Thank you Cliff, I can tell you I am thoroughly enjoying the tasty African blend and look forward to sampling the others.
I’m just so impressed by this personal touch. I didn’t even get the chance to talk to Cliff at the seminar, I was a total stranger who emailed him out of the blue. How many presidents of global organisations are as caring and responsive as this? Of course it’s good PR, but I believe it is genuine. Who cannot admire a company whose ethos is to “provide a great work environment and treat each other with respect and dignity,” as well as “develop enthusiastically satisfied customers all of the time”.
Of course, that naturally includes me.
Hurrah for Cliff Burrows!
Aaah Elle,
the rewards of good PR
I have always resented this comparatively recent trend of having to learn Italian to order a coffee. In Leicester we used to put our foot down and just order “coffee”. When they asked which sort (going through the list of possibilities in Italian) we’d say “just coffee”. Why should we be obliged to ask for an “Americano”, for goodness sake?
(I’m in transit at Lorenzo the Llama’s in Stockport).
Jim, Great to hear from you en route for Argentina. They must have a Starbucks or two over there. It’s no big deal to order an Americano, that’s the closest to a plain, filter coffee which is why I opt for it. And I’m sure they would understand that in every Starbucks in the world, so no need to learn another language.
top story . . thanks for sharing that one.
David, I’m glad you enjoyed it. I think it is important to give praise where it is due.
That’s a good move. So many of these giant corporations lose track of the customer.
Maybe Tesco should send you a goodie bag too. You are clearly not averse in principle to global chains with outlets on every other street. Is there a Starbucks on Mill Road? I shall be there tomorrow and will take a look. B^)
Tom, how many local communities turn activists and rise up to protest against Starbucks opening up on their street corner? They are not depriving local traders of their livelihood. Mill Road is full is independent cafes. Shall we meet up for a coffee at one of them if you are in Cambridge tomorrow? It would be great to see you again. And you should know me better, that I cannot be bought for the price of a goodie bag. I hope I can recognise a genuine person.
I emailed him the link, not expecting a reply from such an important and busy man. However, he did respond.
Ah, the power you have to charm, Ellee.
An americano is different because the way of making an espresso is different from making a filter coffee. It’s still slightly more intense, I find.
There’s an interesting wikipedia entry on its derivation, which makes some sense:-
http://en.wikipedia.org/wiki/Americano_%28coffee%29
Personally, I like a double espresso or a macchiato.
[…] Starbucks effective blogger outreach 26 10 2007 Ellee Seymour reports her experience of emailing Clifff Burrows, president of Starbucks for Europe, Middle East and Africa, after hearing him speak at an event. She simply sent him a link to a recent post regarding her son’s craving for the brand whilst in hospital. As well as a personal response, asking after Ellee’s son, she received a surprise box of Starbucks goodies. […]
James, I am sure Cliff would do the same for you too.
Tim, what is a macchiato? It sounds very masculine.
macchiato? It’s just an espresso with a little slither of cream floated on top. Not sure if Starbucks do it as I generally go to Caffe Nero of all the chains (I just prefer the way they roast).
This is a very good business man and look at the free publicity his gesture has garnered.
Excellent PR and I’m glad he responded to you. But Starbucks do get on my nerves, with their faux-Italian names for coffee and their ubiquitous UK presence.
They still do the Java Chip Frappaccino, but the banana one seems to have disappeared as it was seasonal. Roll on next summer then!
MANY local activisits protest against Starbucks opening on their street corners, my neighbourhood just fought a long and ultimately unsuccessful campaign to do so. Starbucks marketing tactics are some of the most aggressive around, centred on clustering a number of small shops close to each other and eventually nudging out the local competition. They are every bit as aggressive as Tescos, despite a seemingly much more savvy PR department clearly successful in winning round people like yourself!
Anon, I’ve certainly never heard of any Starbucks protests in East Anglia or read of any in the national press. I would be interested to read about your example if you could send me the links.
They are local protests in parts of London, not East Anglia, for driving out the sort of independent coffee shops that have been there for years.
Anon, Thanks for the response, I agree it must be very hard for independent coffee shops if Starbucks is planning to open in the same street.
Especially given their tactics- do read No Logo for further information on this!
Hi Ellee,
It is disheartening though, that “providing a great work environment” doesn’t stretch to allowing their workers in the US to join unions….
“Especially given their tactics”
What? Serving people better than the competition? How terrible.
No, the tactics of opening “clusters” that run at a loss in a concerted bid to drive out the local competition. As pointed out earlier, there is a large degree of hypocrisy in opposing Tescos on the grounds that they drive out individuality and local independents, but thinking that Starbucks is just fine.
Did you see that the Cambridge Market Square Starbucks has been closed by Environmental Health due to severe fly infestation http://tinyurl.com/2hl7k6
Geoff, that’s news to me. I’m sure you would love a steaming mug of my coffee when you visit next, hopefully very soon.
I’ve just been in Ely which is popular with tourists and there is a Starbucks in the High Street, as well as several other coffee shops close by. In fact Ely has the best teashop in the country very close to Starbucks too. http://www.peacockstearoom.co.uk/
I visit ther Colchester Starbucks an average of three times a week. I always find the staff very freindly and enthusiastic about their product.
One red headed female member of their staff now recognises me in the queue, and has my grande cappuccino already ordered by the time I get to the cashpoint. My drink is usually waiting for me. She is always friendly to her regular customers and always has time for a few words and a smile. Very impressive… as I work for a department store that prides itself on good customer service, I really do appreciate this. Good on you Starbucks, it was only 8 years ago when you couldn’t get a decent coffee in Colchester town centre… now every other building has a coffee shop.
Those with good staff and a consistantly good cup of coffee will survive.