Green Options

Coffee Snob Chooses Starbucks over Artisanal Blue Bottle!

OK, I must admit, I’m not a coffee snob. If it’s thick as tar and wakes me up, it’s coffee. However, I know others who are. Especially here in San Francisco. I heard a lot of buzz about this “Blue Bottle” place, and although I haven’t yet tasted the elixir myself, I have a heartwarming story to tell. My sister-in-law told me about a recent experience she had at Blue Bottle at the Ferry Building. She asked the barista “Do you have fair trade coffee?” to which the barista reportedly replied in the negatory. So she and two others in line behind her left and went to the nearby national chain that happens to be the world’s largest buyer of fair trade coffee.

Image credit: Banky177 at Flickr under a Creative Commons license.

But I Want to Support the Indie Coffee Shop

Because I enjoy living in a diverse and entrepreneurial economy, I try to support independently owned businesses where possible. So it bothered me that this company which seems to be extremely particular about the beans they roast would not take the next logical step and choose fair trade coffee. So I asked them why. And here’s the heartwarming part. I got the following response from Blue Bottle’s Head Roaster:

Last week I had the chance to hear Pete Blackshaw talk about his book “Satisfied Customers Tell Three Friends. Angry Customers Tell 3,000″. His message is particularly important for eco-entrepreneurs, so I’m summarizing some of his talk for you green business entrepreneurs.

Green businesses are particularly well-suited for consumer advocacy. Customers who shop from your company due to a shared concern for the environment and/or a desire to avoid toxins are likely to tell their friends about the benefits of your product or service. The flip-side is that they are also likely to be particularly vocal and angry if they feel you have betrayed your green mission.

Social media, primarily blogs, have greatly lowered the barriers for consumers to voice their opinions. They can easily advocate on behalf of a brand or take a company to task for bad service, misleading advertising, products that do not work, and more. And the title of Blackshaw’s book rings true.

The question for green businesses is are you making it easier for 1000 people to advocate on behalf of your business, and are you reacting quickly and authentically when there is a mis-step and a customer is unhappy?

We marketers used to say that a brand is the sum total of all experiences with a company–not just the product or service but the employees, partners, website, collateral, ads, service centers, etc.

Your Google ranking is part of your brand

Well, now, customer service discussions on blogs are now part of your brand experience. Blackshaw says,

As I mentioned, I am not supposed to use citrus products on my silverware.  I came to realize that I didn’t actually know for a fact that the Cascade I was using didn’t contain citrus, so I emailed the company to inquire.  Here is the actual word-for-word response I got: