Comments on: PR through the eyes of a Starbucks Customer http://thepr2.0universe.com/2007/09/28/pr-through-the-eyes-of-a-starbucks-customer/ Mapping the PR 2.0 Universe Fri, 08 Aug 2008 18:20:56 +0000 http://wordpress.org/?v=2.3.1 By: Melvin Yuan http://thepr2.0universe.com/2007/09/28/pr-through-the-eyes-of-a-starbucks-customer/#comment-3049 Melvin Yuan Wed, 10 Oct 2007 02:47:35 +0000 http://thepr2.0universe.com/2007/09/28/pr-through-the-eyes-of-a-starbucks-customer/#comment-3049 Hi Walter, you're right that she isn't wrong by choosing not to answer my question directly. And I was simply using that scenario as an analogy to a bigger issue - that companies (and people who represent these companies) are not confident enough of the business and its products. As a result, they do not instil confidence in customers. If for instance, I were a doctor, and you were my patient; I'm sure you rather I confidently prescribe what's best for you, rather than tell you what I (personally) prefer? My point is really not about customer service, but business leadership. Hi Walter,

you’re right that she isn’t wrong by choosing not to answer my question directly. And I was simply using that scenario as an analogy to a bigger issue - that companies (and people who represent these companies) are not confident enough of the business and its products. As a result, they do not instil confidence in customers.

If for instance, I were a doctor, and you were my patient; I’m sure you rather I confidently prescribe what’s best for you, rather than tell you what I (personally) prefer?

My point is really not about customer service, but business leadership.

]]> By: walter http://thepr2.0universe.com/2007/09/28/pr-through-the-eyes-of-a-starbucks-customer/#comment-2918 walter Sun, 07 Oct 2007 02:05:47 +0000 http://thepr2.0universe.com/2007/09/28/pr-through-the-eyes-of-a-starbucks-customer/#comment-2918 Hmmm.... I think she isn't entirely wrong in stating her preference of sitting upstairs, which may be cooler after all? Sometimes I do ask waiters and waitresses taking our orders for their recommendations, and this is an acid test of their product knowledge and customer orientation. While she is wrong in not directly answering your question, she did weigh the situation in her mind and reflect what she thought was best. Hmmm…. I think she isn’t entirely wrong in stating her preference of sitting upstairs, which may be cooler after all? Sometimes I do ask waiters and waitresses taking our orders for their recommendations, and this is an acid test of their product knowledge and customer orientation. While she is wrong in not directly answering your question, she did weigh the situation in her mind and reflect what she thought was best.

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