When I was in middle school, I had a friend tell me that I say sorry too much. I was dumbfounded. I had no idea what she was talking about until I started listening to myself. And then I realized, I really do say it a lot. Whether it was a low self-esteem or just the lack of anything to say, I definitely overused the phrase. So I stopped saying it. I didn't want to be apologizing all the time because nobody would take my words seriously. I find it ironic now that I am working in an industry that is saturated in quick, simple customer satisfaction. Then again, it's pretty close to fast food, except that our company's platform is designed to provide an "inviting third place". Starbucks, you are a phenomenal company. Granted, I am a people-pleaser, though not to the point where I get walked over, but it is in my nature. So, daily you'll hear me saying, "sorry about that". But, you must know that I truly, personally am not sorry. Yet here I am expressing my (precious) words of apology to you. That is what you want to hear in the 30 second - 3 minute time that you interact with me. So, back to middle school and over-apologizing. It's okay though- just know that for the sake of your smile (and my tip), I'll still say "sorry about that". After all, you have come to Starbucks, and I don't want to let you down.
For you, Robert.
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