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.
A Quiet Starbucks, A Productive Afternoon, and the Experience I Expected
This afternoon, after watching Motor City at the Regal Palmetto Grande and before heading to a recovery meeting on Daniel Island, I stopped by the Starbucks on Daniel Island to get some writing done.
It was a late Saturday afternoon, and I noticed something unusual.
I was the only guest in the entire store.
This Starbucks is spacious, clean, and inviting. While I worked on LinkedIn posts, blog articles, and other content, the team members were busy doing what great teams do—cleaning, restocking, and preparing the store for the next morning's customers. They were focused, professional, and creating the kind of environment you'd want to walk into when the doors opened the next day.
The music during today's visit was exactly what I'd expect in a Starbucks. It was playing through the store speakers and was a fun, eclectic mix. I caught what I believe was some Björk, followed by the classic Landslide by Fleetwood Mac. It fit the atmosphere perfectly and made for a relaxing place to spend a couple of productive hours.
Ironically, this reminded me of another Starbucks experience I had recently at the location near my home in Mount Pleasant. I wrote a blog post and shared a video because music was playing in the café that probably wasn't part of the corporate-approved playlist. I even recorded it so people would know I wasn't making it up.
Today's visit was exactly what I expected from the Starbucks brand: a comfortable, welcoming place where I could sit, think, write, and be productive.
I've included the video from today's visit with this post.
Join the discussion.
When the Playlist Becomes the Customer Experience
This afternoon I was doing what I normally do on a weekend—working on my blog (yes... more of my "I hate Nextdoor" content), stopping at Costco Wholesale, then settling into the Starbucks on Highway 41 in Mount Pleasant, near Rivertowne.
My order? A Venti Black Iced Tea with an extra pump of Classic and a Cheese Danish. Great combination.
I arrived around 5:00 PM and planned to spend a couple of hours writing. Around 6:30 PM, something changed.
The café music stopped.
Then music started playing from a different source somewhere in the back of the store. First came death metal. Then a rap song filled with profanity, including the N-word. Curious, I asked Shazam what it was. The only thing it identified was a sample from Star by Sly and the Family Stone. (Yes, I'm old enough to remember them.)
It was one of those moments where you wonder who is actually in charge of the customer experience.
For full transparency, I laughed at myself because I've been on the other side.
When I was about 13, I was helping run the Village Delicatessen in Westbury. Before customers came in, I'd blast Def Leppard's Hysteria while drinking wine coolers. Later, while working at Piece By Peace on the Upper East Side, someone decided that Darude's "Sandstorm" was appropriate store music. In both cases, though, the music stopped when customers walked in.
Today, I provided feedback while I was still in the store using the Starbucks website chat. I explained exactly what happened, noted that I had short videos of both songs, and even offered to share them with local management.
After about 20 minutes of answering questions, I was asked to call a phone number instead.
That experience was more disappointing than the music.
Here are my suggestions for Starbucks:
• If a customer clearly states they're trying to provide store feedback, don't spend 20 minutes collecting information only to redirect them to another channel.
• Customer experience impacts revenue. I skipped the grilled cheese and left.
• Consider creating or expanding a Customer Experience QA team that periodically visits stores, much like secret shoppers. Today's technology makes it easier than ever to understand what customers actually experience in your locations.
One final thought.
I don't care what's on the secret menu nearly as much as I care about feeling heard, welcomed, and valued as a customer.
If you'd like to see the short videos from today's visit, they're available at NielFlamm.com/videos/starbucks.
I'd love to hear from others in customer experience, retail, hospitality, and leadership.
How should companies make it easier for customers to provide feedback before they decide not to come back?
Join the discussion on NielFlamm.com.
Mission Accomplished: I Finally Reached Starbucks Gold Status! ☕🏆
Today’s accomplishment may not earn me a Nobel Prize, but it does earn me something almost as exciting… a little more caffeine-powered prestige.
Today, I officially reached Starbucks Gold Status.
Yes, this is the kind of achievement that makes absolutely no difference to my résumé… but somehow feels incredibly important.
Some people chase marathons.
Some chase golf handicaps.
Apparently, I chase tiny digital stars.
To earn Gold Status, I had to collect 500 Starbucks Stars within a 12-month period. It sounds easy until you realize just how many early mornings, “I’ll just grab one coffee,” and “well… I might as well get the breakfast sandwich too” decisions it takes.
So what do I get?
Besides the satisfaction of watching my app glow a little brighter?
Gold members receive:
⭐ 1.2 Stars for every eligible dollar spent
🎂 Seven days to redeem your birthday treat instead of just one
⭐ Stars that don’t expire while you maintain Gold
☕ Additional Double Star Days throughout the year
🎉 Access to Gold-level offers and promotions
Of course, Starbucks knew exactly what they were doing.
The moment I reached Gold, the app basically looked at me and whispered…
“That’s cute… now go earn Reserve.”
Reserve Status is the next mountain to climb.
To reach it, I’ll need to earn 2,500 Stars in a 12-month period while maintaining Gold. Reserve members earn Stars even faster, receive a 30-day birthday reward window, additional Double Star Days, a personalized Reserve card, access to exclusive merchandise, and even special coffee experiences.
Now, before anyone starts doing math…
No, I’m not drinking enough coffee to keep the entire state awake.
I simply enjoy the occasional coffee, strategically take advantage of bonus Star promotions, and—let’s be honest—I probably spend more time looking at the Starbucks app than I should.
It’s amazing how a loyalty program can turn otherwise responsible adults into people who proudly announce:
“Only 37 more Stars until my next free drink!”
For now, I’ll celebrate this victory one sip at a time.
Will I eventually make it to Reserve?
Probably.
Will Starbucks continue convincing me that another iced coffee is somehow an investment in my future?
Almost certainly.
Now, if you’ll excuse me, I have some Stars to earn.