So it was quite a storm last night. High winds and the electricity was out in many places around the city...our neighborhood in particular. Showered and dressed in the semi-darkness. No power meant no coffee. Great excuse to drive through the Starbucks near the office.
When I drove into the parking lot, it was obvious they were open. But when I pulled into the drive-thru lane, I discovered that the storm had fried the drive-thru speaker making it unusable. Instead of attaching a sign on the menu directing me to pull around to the window, they posted a live person there. She apologized for the inoperable speaker, took my order, and relayed it to the barista inside. I drove to the window and quickly received my drink.
When things go wrong, it's easy to make excuses...do the minimum to get by. After all, it's not our fault. It's an "act of God". That extra effort, the connection with a real person, saved the experience in spite of circumstances beyond their control. No excuses. Personal connection. Good leadership.
