interesting approach to service

[BAJakarta]

Just witnessed another example of the great indpenendent thinking local service culture.....

at Starbucks just now - ordered a green tea (trying to cut back on coffee). While waiting there was the usual "line-up" of drink cups coming through to be "completed". I waited patiently, eventually saw my cup with my name and the tea bag already in it come through the assembly line - the barrista stading right in front of me while I waited filled it with hot water - I mean literally he was right in front of me and he could have handed it to me or put it on the "delivery counter" without even moving. Instead, after he finished filling it, and putting the top and "hot" sleeve on it, he proceeded to walk away with it to put on the counter further back.....I said, hey, isn't that my tea why did you take it away? To which he replied "first in first out" and pointed to a couple of other "incomplete" orders (the usual complicated drinks with all the syrups sprinkles and foam) and told me I had to wait until he had finished them and delivered them to the customers. So......my drink is alreay ready, right in front of me, and he has to make extra effort to walk away with it and put it "aside" to let it sit, out of reach, so he can come back and finish other orders....when he could have just put in front of him/me and I would have been gone.

And here I thought Starbucks in Indonesia trained their employees for good customer service.....

 

[Jaime C]

Sounds pretty stupid. I'd have asked for a manager.

First done, first out!

 

[rabbit_39]

Makes sense to me why the barista did that. They were taught that they need to be making the drinks in order. Which makes sense, but if all they received was "everything has to be in order, first in first out" then they'll follow that verbatim. Because they don't think about the impact of what they're doing. They're only following orders like robots. First in first out, makes sense.

Same thing here at the office building I'm in. If I come in through the front, and I meet this gorilla of a security guy, he'll ask for my ID. But if I come in through the back or he's not there, no one else asks for it. <sigh>

 

[Euc-]

Because they don't think about the impact of what they're doing. They

Nail, head.

Working in the service industry, you're really required to explain it step by step, and the majority of workers won't deviate from those steps unless you have pre-informed certain exceptions.

I often see things that do not make any sense at all, when I ask why they do it and if according to them it makes sense to do it that way, the reply is: "Yes, it doesn't make sense, but the manager said I need to do ABCD, so I'm not allowed to do ACBD"

You quickly learn to become very patient here, otherwise you won't survive.

 

[SydWesMel]

Same thing here at the office building I'm in. If I come in through the front, and I meet this gorilla of a security guy, he'll ask for my ID. But if I come in through the back or he's not there, no one else asks for it. <sigh>

You must rock his socks off..

 

[rabbit_39]

You quickly learn to become very patient here, otherwise you won't survive.

That's the part that I have difficulties with. I'm an engineer at heart, and I really want to fix everything. Plus I have the expectation that people can do anything they put their mind to. I am starting to learn that the problem is many don't want to put their mind to do anything more than the basics and following the strict rules.

 

[rabbit_39]

You must rock his socks off..

Let's see how long we can play this cat and mouse game. Every time he wants me to give my ID, I just say that I'm not coming in this way. Then I walk out of the lobby, around the other side and come in through the back lobby. I have yet to meet him on my way out though. Perhaps one day when I'm not too busy I'll make a point for him to see me come out when he's seen me earlier in the day.

 

[Euc-]

That's the part that I have difficulties with. I'm an engineer at heart, and I really want to fix everything. Plus I have the expectation that people can do anything they put their mind to. I am starting to learn that the problem is many don't want to put their mind to do anything more than the basics and following the strict rules.

As long as the salary comes in at the end of the month they couldn't care less. Find another menial job which earns 100k a month more? Off they go.

 

[rabbit_39]

As long as the salary comes in at the end of the month they couldn't care less. Find another menial job which earns 100k a month more? Off they go.

Yeah....I'm getting to understand the futility of me wanting to fix everything and getting everything to move forward and become better. I've given up far easier and far more often these days when compared with 3-4 years ago. 5 years ago when I first came, I would have never given up to the end. Oh well, live and learn.

 

[Anglian]

Yeah....I'm getting to understand the futility of me wanting to fix everything and getting everything to move forward and become better. I've given up far easier and far more often these days when compared with 3-4 years ago. 5 years ago when I first came, I would have never given up to the end. Oh well, live and learn.

Dont fight it,

 

[fastpitch17]

You quickly learn to become very patient here, otherwise you won't survive.

I have a lot of patience unless it comes to just basic customer service. I just can't help thinking that some store somewhere is going to incorporate a more Western concept of CS and take every one else's business from them as people get to experience it.

 

[BAJakarta]

......then they'll follow that verbatim. Because they don't think about the impact of what they're doing. They're only following orders like robots....

exactly my point - reminds me of an experience in another emerging market earlier in my career....this is a true story - happened to me directly - not something I heard....

To set up the conversation...I was on an internal company training business trip that was not a long flight (maybe 2 or 3 hour flight). Finished the training a day early and I wanted to get back to the office. Only flight ticket available that evening was business class - company policy was that business class for this type of trip required was forbidden unless big boss approval obtained. He was not available. Conversation with my secretary:

me: we finished the course early, want to get back tonight so I can go to office tomorrow.

Secretary: only thing available is business class. We can't find big boss to approve.

me: figure it out - I need to get back tonight - ultimately will save money without another hotel night and get me back to work sooner! Just figure out a solution!

We hang up...after an hour, I get a message. "We figured it out - no problem you are on the flight this evening. The airline agreed that we could pay the business class fare but you will sit in economy class - someone in economy will trade seats with you. So we don't need big boss approval because will be sitting in economy class....."

True story. I.kid.you.not.....

 

[Puspawarna]

exactly my point - reminds me of an experience in another emerging market earlier in my career....this is a true story - happened to me directly - not something I heard....

To set up the conversation...I was on an internal company training business trip that was not a long flight (maybe 2 or 3 hour flight). Finished the training a day early and I wanted to get back to the office. Only flight ticket available that evening was business class - company policy was that business class for this type of trip required was forbidden unless big boss approval obtained. He was not available. Conversation with my secretary:

me: we finished the course early, want to get back tonight so I can go to office tomorrow.

Secretary: only thing available is business class. We can't find big boss to approve.

me: figure it out - I need to get back tonight - ultimately will save money without another hotel night and get me back to work sooner! Just figure out a solution!

We hang up...after an hour, I get a message. "We figured it out - no problem you are on the flight this evening. The airline agreed that we could pay the business class fare but you will sit in economy class - someone in economy will trade seats with you. So we don't need big boss approval because will be sitting in economy class....."

True story. I.kid.you.not.....

There aren't enough smileys in the world to express the appropriate reaction to that!

So, did you fly back at business class rates while sitting in economy?

 

[Nimbus]

To be fair, many of the bosses expect their orders to be followed verbatim like divine commandments. This is one of the many reasons I prefer to work here rather than there...

 

[BAJakarta]

There aren't enough smileys in the world to express the appropriate reaction to that!

So, did you fly back at business class rates while sitting in economy?

Nope. and you can only imagine my reaction. I flew back in business......

 

[kimdub]

And more to be fair. Perhaps management had come to realize that employees would always take the simple jobs ahead of the more complicated concoctions ordered by the clientele. So ten coffee and teas served while one frappacino kept getting pushed to the back of the line. Many times a manager has to balance common sense with who they have to work with,

Many years ago when I first arrived here, Starbucks was an example of what I considered extraordinary customer service. I wanted to buy 6 of the City Mugs referencing Jakarta for some friends back in the States. When I inquired, the manager said they only had three in the store, but she would look around at other stores and bring in three more the next day if I really wanted to buy six.

Sure enough, the next day there were six mugs waiting for us. I didn't realize at the time how rare this type of service would turn out to be.

 

[BAJakarta]

And more to be fair. Perhaps management had come to realize that employees would always take the simple jobs ahead of the more complicated concoctions ordered by the clientele. So ten coffee and teas served....

I get that, I am not talking about the "policy" (although I could start another thread on that - I think they should have 2 lines - one for simple drinks and one for the ridiculous sugary elaborate drinks so many seem to favour) - my point is lack of even a thought outside the "policy" - it took more effort hit him not to give me my drink, which was ready, than to hand it to me. That creates a negative customer experience which is bad for business. Whether he should have filled mine first is a whole other discussion.....

 

[rabbit_39]

With some small effort in thinking, it wouldn't need 2 lines. Just keep doing the first in first out, but if the 3rd thing you're making is finished while the first 2 are being done just put it on the finished drink counter...simple....

 

[HappyMan]

With some small effort in thinking, it wouldn't need 2 lines. Just keep doing the first in first out, but if the 3rd thing you're making is finished while the first 2 are being done just put it on the finished drink counter...simple....

Yes, they could just put it on the counter first (so the customer can take it if they are waiting) and then call out the name once they have finished the other drinks.

 

[fastpitch17]

You would think that if the person had a window to jump ahead and prepare something, they would share that with the customer and serve their drink.