Moments That Matter

If you’ve ever had a Starbucks barista ask for your name, after which you waited in suspense to read what was written on your cup upon order pickup, you’ll know that personalized customer service doesn’t have to be perfect in order to be enjoyable.

Comedian Matteo Lane has a bit about this — his barista once wrote “Potato” on his cup. His stand-up routine is gold:

Here's the thing.. um..when you hear potato — just stop writing on the cup. That's when you say: “I'm sorry, I heard potato. Wow, what is your name??” I mean, what barista is like “Ugh! The fifth potato today!?"

Taking the effort to personally write down a customer’s name is winning customer service. We find our baristas endearing, we talk and post about it, and sometimes add it to our stand-up routine. Starbucks gets free advertising, and we get a reminder to visit. Frankly, it’s sometimes disappointing when my name doesn’t come out funny. By the way, if you want a funny version of your Starbucks name, there’s a website you can try called What’s My Starbucks Name?

Remember this the next time you consider taking away an opportunity for human connection in customer service, and replacing it with “technology that’s better”, like a computer-printed sticker that you place askew on a coffee cup. Sometimes, all you need is a sharpie to create moments that matter.

I was reminded today that seven years ago I had the good fortune of a barista naming me “Singh”. I found it so funny and heart warming that I took a picture of it, shared it with my friends, and created a moment of connection. And, I’m doing it again now. A big thank you from me to that barista.

What are some of your memorable Starbucks names?