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When Ibby Piracha, a deaf Starbucks regular walked into the store in Leesburg, Virginia to place his order, he experienced a moment that moved him, and made him a customer-for-life.
On a regular day, Ibby uses his phone to type his order out and shows it to the staff.
But before he could do just that, his barista handed him a note.
But before he could do just that, his barista handed him a note.
Handwritten in black felt pen, the note said:
"I've been learning ASL just so you can have the same experience as everyone else."
"I've been learning ASL just so you can have the same experience as everyone else."
The barista’s name is Krystal Payne, and she’d only waited on him once before deciding to go home and learn sign language on the internet.
She spent around three hours on it.
For one order.
For one customer.
She spent around three hours on it.
For one order.
For one customer.
This is what she said:
“If he’s a regular, and I want to make that connection with my regulars, I should be able to at least ask him what he wants to drink.” https://www.cbsnews.com/news/starbucks-barista-asl-deaf-virginia-man-order-on-the-road/
“If he’s a regular, and I want to make that connection with my regulars, I should be able to at least ask him what he wants to drink.” https://www.cbsnews.com/news/starbucks-barista-asl-deaf-virginia-man-order-on-the-road/
To Krystal, it might be no big deal, but to Ibby, what Krystal did was a wonderful gesture that he will never forget.
He even saved the note, and his post on Facebook went viral.
He even saved the note, and his post on Facebook went viral.
"It's just something that really gave me genuine happiness," Ibby said in an interview with @CBSNews.
Even now?
"Yeah, even now, still smiling."
Even now?
"Yeah, even now, still smiling."
here’s a pretty simple lesson here for brands: go the extra mile.
Krystal did not have to learn sign language. She was not getting paid for it.
She did it because she cared for her customer’s experience.
Krystal did not have to learn sign language. She was not getting paid for it.
She did it because she cared for her customer’s experience.
In his book ‘The Starbucks Experience’, @josephmichelli says Starbucks is unparalleled when it comes to “creating personalized experiences in every store, secure customer loyalty, stimulate business growth, generate profits, and energize employees—all at the same time.”
Fun fact: The average Starbucks customer visits the store 6 times per month while a loyal 20% of customers go to the stores 16 times per month. And for good reason.
Their coffee might be considered expensive, but the customer experience is priceless.
Their coffee might be considered expensive, but the customer experience is priceless.
