Today we’d like to introduce you to Starr Roberts
Hi Starr, so excited to have you with us today. What can you tell us about your story?
People that know me intimately should not be surprised that I am writing a book focused on customer service. An African American Guide to Excellent Customer Service: Creating the Black Glove Experience is a culmination of my love for hosting, creating welcoming spaces and treating people well.
My interest in customer service, started by being an admirer of great hosts. I would often emulate recipes, tablescapes, etc. I found from reading articles and watching videos of B. Smith. Whenever I had the opportunity to host events, I would spend hours researching everything from invitations to icebreakers. I’ve always had this great desire to host people well.
Early on in my professional career I watched a video called “Give Em the Pickle!” The thing that has remained with me is the service recovery aspect of the video. As service professionals we’re not always going to get it right, however we can attempt to turn things around. Apologizing is a great first step, depending on the business comping items, offering a discount on their next service, sending a manager out to speak to customers, etc. are all acts of good faith.
The initial interaction between business owner and potential customer can set you apart from other businesses in a good or bad way. In saying that, there are so many things to consider when starting a small business and often the customer service element does not get the time and attention it deserves. Social media has added a greater layer of complexity and there is a balance of accommodating customers, while not allowing yourself/ staff to be beholden to reviews.
In 2020, I had the privilege to open Kuumba Coffee shop alongside my husband, Jalil. While in the planning stages we sat down and white boarded our customer service plan. The plan quickly went from all the things we wanted to incorporate, how we would handle escalations, etc. to all of the horrible experiences we had with other businesses. We were clear that we wanted our customers to feel like invited guests in our home. I spend Saturdays in the kitchen at Kuumba and I treat it as though I am hosting a dinner party, and everyone that walks through the door has been personally invited.
Our customers are very vocal with their appreciation of the treatment they receive at Kuumba Coffee. We have a high volume of repeat customers and referrals, which for us is the ultimate compliment. It is my goal to help other businesses center customer service in their plans.
I believe that thriving black businesses are at the center of healthy black communities this is the reason I focus on black business owners. An African American Guide to Excellent Service: Creating the Black Glove Experience is my small contribution to those courageous enough to become business owners. I am hoping to have it completed by May of 2025.
Would you say it’s been a smooth road, and if not what are some of the biggest challenges you’ve faced along the way?
I started this writing project five years ago. The two biggest struggles along the way have been self-doubt and focus.
There were periods where I felt such a strong conviction to finish. I believe the project will be a great benefit to businesses owners, but I’ve often questioned if anyone would actually take time to read it. I’ve also questioned if we’ve become a society that no longer values great customer service.
It has been very difficult for me to consistently carve out time to write. We host a weekly Shut Up & Write chapter on Saturday mornings at Kuumba Coffee and I really could have used them when I was starting out. I have been inspired to host my first writing retreat in Q2 to help other writers focus on writing! It was something that would have been beneficial to me.
I am hoping this writing project challenges business owners to keep the bar for customer service high. Our customers can spend their hard-earned money anywhere. When they choose us, it is a privilege that should not be taken lightly.
Appreciate you sharing that. What else should we know about what you do?
I am the co-owner of Kuumba Coffee shop in Douglasville, a self-proclaimed customer service connoisseur and a hospitality enthusiast. I have an undergraduate degree in business and a master’s in positive psychology. Outside of my corporate background I’ve hosted small intimate gatherings and large corporate events. I’ve also had the pleasure of being a panelist, facilitator and interviewer.
The excellent culture we’ve created at Kuumba Coffee is what I am most proud of. We pride ourselves on having great coffee and food and even greater service.
Over the past 5 years, I have traded my microphone in for a laptop, pen and paper. After finishing this writing project, I would love to offer customer service training videos, in person and virtual sessions for business owners and their staff. The big picture would be for the book and training modules to turn into a full fledge credentialing program.
There are a lot of programs focused on customer acquisition, marketing, advertising, etc. but I would love to be the go-to person for customer service. While the book is written in a way to connect with African American business owners anyone can gain customer service insights.
Alright so before we go can you talk to us a bit about how people can work with you, collaborate with you or support you?
I would love to collaborate with newly formed or existing businesses on establishing a customer service or customer experience plan into your business. I am also available for customer service training. After the book is published, I would love your support in purchasing the book and recommending it to others.
And…. if you are writing a book, thesis, dissertation, etc. and need help focusing attend one of our writing retreats.
Contact Info:
- Website: https://www.kuumbacoffee.com
- Instagram: @starrtenille
