28 May '17, 7am

@SimonSinek - I am officially a fan of yours now:

@SimonSinek - I am officially a fan of yours now:

Too many partners are operating from fear : The partner interacting with the customer doesn’t have permission to make the experience great. I will get in trouble if I don’t charge for that extra shot. I will get in trouble if I take a minute to talk to a regular. I’ll get in trouble if I don’t find someway to charge extra for something, even if the register doesn’t have a charge for it (‘heavy lemonade’ examples.) Operating from fear creates the “barista sheriff” syndrome that is common in many stores. The barista’s job is to hand out citations: No you can’t have that drink because I can’t figure out how to charge for it. No you can’t have a refill. No you can’t have a Venti ice water. Prioritizing numbers over people : The emphasis has been, for years and years, on how many customers per half hour, not how the experience felt to either the customer or the partner. There’s...

Full article: http://www.starbucksmelody.com/2017/05/27/north-star-comm...

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