I interviewed Starbucks partners in several stores about the training program. Their enthusiasm in talking about it was universal. “We’re all on the same page now. Even though I’ve been with the company for years, I learned a lot.,” said one. “We had all developed our little quirks in making drinks so it’s no wonder customers didn’t get the same great cup of coffee every time. Now, we’re all committed to providing our customers with a great experience every day.”
The session—conducted by each store’s management team using a DVD—included information about the history and culture of Starbucks, tips on using the espresso machines, and customer service. It was part team building, part motivational and part skill-building.
So here’s the take-away for you. Does your staff know and reflect the standards and values of your company? Do they positively contribute to your culture? Do they know how the company was founded and how it has grown? Do they respect your history and the difference you make in your community?