The Place: Saturday morning at the neighborhood Starbucks (you know, the one just down the road from the...uh, other two neighborhood Starbuckses).
The Situation: A growing line of people waiting for their beverages to be barrista-ed. Old friends reunite and chat. Everyone somewhat friendly.
The Catalyst: One person gripes, albeit in hushed tones, about how long she's been waiting.
The Surprise! Before the gripe can begin to spread, the much-pierced girl performing octopus duties behind the espresso machine (and she was a girl only in age, but certainly not in biz smarts), calls out: "Sorry about the slight wait people. Please accept these coupons as an appreciation of your patience."
The Coupon: Good for one free beverage of any kind upon the next visit.
The Regret: That I didn't get the young lady's name. What a pro! She diffused a bomb before the wires could be connected to the explosives. She puts the "Star" in Starbucks.
The Conclusion: As I said in this blog's inaugural post, today's consumers expect everything, so to really impress 'em, give 'em what they don't expect. Today, I am among many in that line walking away impressed. And talking about it.