Howard Schulz

How much business would you lose if you closed your store for three hours? How much would it cost you to pay your staff for that time? How much would your overhead be for the time you were closed? What would the total be if you closed 7,100 stores for an evening? To Howard Schulz, recently re-installed as the CEO of Starbucks, those questions became more than just an exercise. He viewed the need for additional training of the company’s 135,000 team members as key in his efforts to turn Starbucks around. “We will close all of our U.S. company-operated stores to

Customers can buy the same products you sell from dozens of other local and national retailers and on the Internet. So, why would they buy from you? In his book, Why Should Someone Do Business With You…Rather Than Someone Else?, Sam Geist first explored the importance of analyzing the drivers that lead customers to choose one dealer over others. You may be making a huge mistake if you aren’t continually trying to find out why consumers do—and do not—buy from you. Buyers ask the question hundreds of times in the course of making a major purchase. Look at the places you frequent—your favorite stores or restaurants.

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