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Small Changes for Big Results

I recently witnessed a small change in process that made a big difference in customer service. At a Starbucks in NYC, the barista called my name. I raised my hand, and she said I’m making your oat milk latte for you right now. Usually baristas call your name after your drink is made, but this small shift in process:

👍 allowed the provider to connect with me sooner, making the entire process seem faster.

👍personalized the experience for me and underscored her attention to my order.

👍 announced what kind of drink she was making to both confirm the order and promote the product to those in line.

Brilliant, right? Today I’m thinking about small changes in process that can lead to a big change in client service. Join me!

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