For example, the phone did not ring during the observation period, which is why timely answering of the phone was not observed. The most consistently observed service behavior was greeting customers with a smile. Maintaining eye contact varies depending on the employee. Each employee had their own comfort level with maintaining eye contact. There seemed to be no standard greeting to the customer. Four baristas greeted customers by saying, "Welcome to Starbucks. What can I start for you?" I asked if there was a standard greeting and a male employee told me there was