Does it bother anyone else besides me that the same customers who frequently mess up your stores are the same ones that fill out the online customer surveys? It bugs me more that I can describe. This is especially true on weekends when customers bring their children into the store for some parent/child bonding. When a family of four leave our cafe, it looks like a cyclone came through and the high chair looks like somebody vomited on it! You've got to wonder what these people's homes look like! Then again they probably have their maids pick-up after them. lol!
Monthly Customer Voice
(51 posts) (20 voices)-
Posted 1 year ago #
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I can't stand the Customer Voice! It's one person's opinion of that particular visit. My biggest annoyance is that if we don't get "highly satisfied" then it's negative points against our overall score. I feel they should re-calibrate the scoring. Highly satisfied should be +2, satisfied +1, neutral 0, dis-satisfied -1 and highly dis-satisfied -2
If someone comes in and orders a coffee, gets their coffee and a survey, how can you make them highly satisfied?
When I posed this question to my SM, her response was that it was about our attitude and their overall experience. um, what?
Posted 1 year ago # -
offer them a bj
Posted 1 year ago # -
All of the surveys that print, I just pocket for myself, fill them out (give myself awesome marks everytime) and give the free drink codes out to my friends.
We're the only SBUX within 50 miles, so if we don't get perfect scores, we get an **** reaming. I have a feeling that my coworkers do the same, I just don't want to ask.
Posted 1 year ago # -
We're supposed to say, "Here's a survey! Get a free drink and let us know how we're doing! If you're *highly satisfied* give us fives! We'd appreciate it! Thanks!!!!"
I feel like a customer voice wh"*re.
Posted 1 year ago # -
I used to save them and give them to really nice regulars (or sexxy ladies) who I know would give us all 5s and really appreciate the free drink. I thought I picked a good one with this one lady, who always tells us how much she loves us, but she came in the next day and brought it back, saying she marked us really low because she didn't like the floors. And thought they were dirty. She got regular vanilla, whole milk, equal instead of splenda and grounds. I have since learned from my mistake and NEVER give them out to ANYONE under ANY circumstances. I take them ALL home, give us great marks and give the codes to friends. My SM even thanked us all for doing so great because the DM specifically referenced how awesome our score was. You know, what, YOU'RE WELCOME.
Posted 1 year ago # -
^ that. I've been doing that more and more lately. I can't even trust my regulars, I have to either keep them or give them to THE regulars, the ones who know that if it's not all fives, we suffer.
Crap, I even comp their drink in advance, so they get two freebies.
Posted 1 year ago # -
I just pocket them to give to my family or friends or toss 'em in the trash, either way I'm doing my store a favor.
Posted 1 year ago # -
Oh, that's what those are lol. If we in fact do have a "customer voice", we are not made aware of what they say. I've only given them out to people who are super nice when they order anyway, but usually I trash them.
Posted 1 year ago # -
The customer survey slip ALWAYS comes up just as I ask a credit-card customer if they want a receipt and they say no. I can't remember a single time I've successfully handed one off to a customer.
Sometimes I ask the customers if they want a receipt for an impulse item, and when it prints out anyway, I ask "Free paper?" It generates a chuckle and an embarrassed 'no.'
Posted 1 year ago # -
Thank you all so much for giving me some great ideas about who to give the survey slips to. I'll be sure to follow up and let you know how we do. Derp, feel free to offer bjs to your customers if that's the only way you think you'll get highly satisfied customers. I'd prefer trying some of the other suggestions!
Posted 1 year ago # -
write your name on the back of the receipt so the customer remembers to add you into the comment. I've had at least 3 people talk about me!
Posted 1 year ago # -
@lightningscar-good one!
Posted 1 year ago # -
It doesn't print your name on the receipt already? I noticed ours do so I just circle it...
Posted 1 year ago # -
I keep the receipts and do them myself as well as some of the other partners bwwuahaha
Posted 1 year ago # -
half of the time people ring on one another's tills so it always helps to jot it down. plus a customer doesn't always think to look at the top of the receipt.. they're more likely to talk about you if you personalize it by writing it down and yapping about yourself while doing it.
Posted 1 year ago # -
I take those free drink surveys. Or I trash them. No one knows what they are anyway [lot's of tourists] and they'll probably trash it too.
Posted 1 year ago # -
I always put my name on the ones I give out. Unless the customer p*ss*d me off, in which case they I give it to the next person in line. People tend to fill them out because they want the free drink.
Posted 1 year ago # -
Well, the CVs come out this Friday so I'm sure I'll have a whole new set of issues to **** about. I can't wait.
Posted 1 year ago # -
So I was talking to my SM today about Customer Voice and how to hand it out, whether we should save them for specific customers, etc. She told me that she had a conference call yesterday with all stores in our region about the Customer Voice. They think some stores are doing their own surveys and are going to start tracking the surveys. Supposedly our RD said he and Starbucks are taking this really seriously. Not sure how they can do this (IP addresses maybe?) but thought I'd pass along the info.
I'm going to save mine and take them to the library computers ... track that bitches!
Posted 1 year ago # -
so i left starbucks and now have an IP job and yes a company can't track IP addresses and block IP address from the site if there are to many hit from any location.
I know that they have people at coprate working on how to do this right now as of last year we were told there was going to be a major crack down. One of the managers in my area had a 98% CV for a long time. The month that he quit if fell to below 60% it turns out he had been filling out all of the CV surveys himself.
i would think this was the funniest S*** ever if i didn't get my A$$ handed to me every month because our store didn't live up to the example the other store was setting.
by the end of my time at Starbucks there was nothing i loathed more in the world then the day the F***ing CV reports came out and yes the SM and the DM would call the second they were posted and I would have to sit down and discuss the results over the phone. This was before the hour long CV meeting every month.
Posted 1 year ago # -
I wonder how they would go about tracking those things, if they ever decided to.
Posted 1 year ago # -
In my district they have been tracking them for a couple of months already. They are tracking them because sbux started to catch on to a lot of stores saving them for their regulars. The regulars would over do it and so they I guess that's what gave it away. It's funny because even though we are still doing pretty good, our scores have dropped a couple of points since we can no longer give them to regulars and our shift who is in charge of the CV's is always leaving lame notes about how she doesn't understand what's going on and how she can't raise the CV all by herself. You're such a twit that you can't even figure out why the CV numbers dropped, trust me sweetheart, you're not doing it by yourself.
Posted 1 year ago # -
It is almost impossable to ge CV ratings up it doesn't matter how hard you try. what you put in to action it all depends on what mood some random customer is in on that date.
and for the record the average CV survey is filled out by someone who only visits your store once a month or less. They know absolutly nothing, usually don't even know how to order a dirnk and will never return to your store.
Posted 1 year ago # -
In my old district they would reward you if you were mentioned by name the most in CV each month. The most anyone ever got was 3. I have only ever gotten metioned by name once, my name is hard to spell right and hard to remember, but several girls with names that kinda sound like mine have gotten mention the DM just whish she knew who they were talking about..... really?, I'm the only one with a name even close to mine in the district
Posted 1 year ago # -
Grim news from the front indeed. I can't think of a delicate way to handle this, now, because putting our short-term fates in random customers' hands is such a bad idea to begin with.
Posted 1 year ago # -
You think thats grim? i had to sit throught a meeting with the DM about why making contact and a magical experience for every customer everytime is so important
DM:" it's like putting on a show, you only have once chance to touch that customer. It might be the one and only chance get. You need to make it wonderfull and magical"
i have now word that i can say about that women she has been drinking the kool-aid for way to many years.
for anyone who ever gets stuck in these private meetings with your DM I feel your pain.
Posted 1 year ago # -
We're supposed to touch customers? ;)
Posted 1 year ago # -
I make brush-contact with customers' hands all the time. I get worried when they start coughing before they hand me the money.
Also, a magical experience for every customer:
Dry Sharpie: [with a genuine smile] "Good evening miss, how are you?"
Woman: "Mocha frappucino"
Dry Sharpie: [no smile now] "...what size?"Posted 1 year ago # -
^ Agreed. I can wave my wand all the time, but if they have magic blocking powers there is absolutely nothing I can do.
Unsweetened, I like the way you think. Mehehe.
Posted 1 year ago #
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