Four times in the past two weeks my wife has received the wrong coffee as per her order. Since she’s been expecting our first child, the word “de-caf” now preludes her coffee order. This one small change has created havoc with this daily affair.
I am setting the stage for the inspiration of this post. Incorrect coffee orders are just one small example of a bigger problem the North faces - sub-par customer service. I am not sure why this problem exists in the North. We make decisions everyday, where to shop, buy gas, eat out and while some of these decisions are made out of necessity, a lot of them come from some sort or pre-determined brand loyalty. More and more I find myself in the Yukon basing these decisions not on the brand that delivers and excels on their experience but more of which is the safest decision. The devil I know is better than the devil I don’t know.
I find myself yearning for a brand to step up and deliver on the experience they are promising in the Yukon and I have yet to have that experience. Some are starting to realize this and answer the call. At a regular lunch spot I attend, I had to remind the staff that I was still waiting on my sandwich, its ok they are the “devil I know” so I wasn’t upset, I just accept this as part of my experience now. What I didn’t expect was to receive a free complimentary coffee card for my patience. One small act reassured my lunchtime decision while acknowledging sub par service also shone some glimmer of hope into a customer service barren territory.
As the Yukon grows in population, the hunger for reliable brands that not only deliver a great product but also deliver on the entire experience will successfully get our attention and our money.