If you have no intention of patronizing an eatery would you sit at one of its tables and smoke?
No, I wouldn’t do it.
I wasn’t brought up that way.
But people who work at Centrepoint and employees of Robinsons at Centrepoint do it all the time.
During their breaks they cross over to Starbucks Orchard Point, plonk themselves at one of the tables and chat and smoke.
You can tell who they are by their uniforms.
They don’t order anything from Starbucks.
They just occupy the tables and talk and smoke for hours on end. I wonder how long their breaks are.
One particular woman – always dressed completely in black – is extremely vulgar and loud – spewing profanities all the time.
And they don’t believe in using the ashtrays either – they drop their cigarette ashes all over the floor.
Their behavior deprives many legitimate customers of Starbucks their rightful seats.
And those guys at Starbucks don’t do a thing.
Centrepoint’s management should look into it. Robinsons’ management should look into it.
And Starbucks’ management should thank me for bringing this up.
Anyway, I wrote to Robinsons and here’s their reply:
This refers to your feedback dated September 28, 2009.
You would be interested to know that the Management has taken immediate measures to prevent a recurrence of this matter.
We have also shared your feedback with our team of salespeople during Morning Briefings and Customer Service training to ensure this won’t happen again.
We are glad you brought this situation to our attention. By doing so, we are able to take action.
Please accept our apologies for any inconvenience caused.
We look forward to welcoming you in our stores soon.
One day after this email, Centrepoint and Robinsons staff were spotted at Starbucks again.
So much for “immediate measures to prevent a recurrence.”
Empty promises, empty promises.
Here’s the reply from Starbucks:
Greetings from Starbucks and thank you for your email and feedback.
We were sorry to hear about your experience at Starbucks Orchard Point. Providing courteous and professional customer’s service is a top priority to us, so your comments are of great concern to us. We shared your comments with the store manager, Zaini and district manager, Rebecca of Orchard Point, as customer feedback is a critical measure of our success in exceeding customer expectations. At our end, we will put action steps in place to address the issues base on your feedback.
We appreciate you taking time out in writing to us as it is with such feedback that we are able to improve on our level of service to our loyal customers.
We would like to offer you a beverage voucher to enjoy your favorite cuppa on the house. It’s our way of thanking you for being a Starbucks friend! Can I trouble you to give me your address so that I can make the necessary arrangements?
We do value your support and take this opportunity to thank you for your feedback.
Starbucks Coffee Singapore Pte Ltd.