We Expect What We Inspect

A few weeks ago, I wrote about my experience at a local Starbucks where the music being played didn't exactly sound like it came from the corporate-approved playlist. Think death metal, explicit rap, and enough profanity to make me wonder if someone had hijacked the speakers.

I submitted feedback through the Starbucks website chat because I thought someone should know. My goal wasn't to get anyone in trouble. It was simply to share a customer experience that didn't match what I've come to expect from Starbucks.

Fast forward to today.

As I write this blog post, I'm sitting in that same Starbucks.

Something feels different.

I believe the store manager is here. I could be wrong, but here's why I think so:

The music isn't death metal, trap music, or The Best of "Weird Al" Yankovic. It's what I'd expect to hear in a Starbucks.

She's spent a significant amount of time working on an iPad, which looked like inventory or operational work.

She's now working tableside on a laptop.

I overheard what sounded like a discussion about scheduling with one of the baristas.

None of those things stood out to me the last Sunday I visited.

There's an old saying I've used throughout my career:

We expect what we inspect.

Whether you're leading a coffee shop, a Fortune 500 company, or a small business, it's difficult to know what's really happening if leaders never spend time where the work is being done.

Now, am I the reason she's here today?

Probably not.

Did my feedback play some small role?

Maybe.

I have no way of knowing, and I'm not going to pretend otherwise.

What I do know is this: today's customer experience feels noticeably different from the one I wrote about a few weeks ago. The atmosphere is calmer, the music fits the environment, and it feels more like the Starbucks experience I expected in the first place.

Sometimes customers don't expect perfection.

They simply want to know someone is paying attention.

What do you think? Have you ever noticed a business improve after you provided respectful, constructive feedback? I'd love to hear your experience.

Join the discussion on NielFlamm.com.