Today’s papers published Starbucks takes a coffee break, the world’s largest coffee chain, Starbucks closed all its 7,100 company operated outlets across the US for 3 ½ hours on Tuesday to retrain its 135,000 employees on the proper method of pulling shots of espresso as well as other beverage tasks. Starbucks has 15,011 stores in 42 countries.
The training shutdown is necessary because of slow sales and increasing competition particularly from fast food restaurant Macdonald’s. I do not think it is just Macdonald’s as there are many fast food joints in States competing for the American tastes.
The stock slide about 50 percent since last 2006 and it made sense to address the basic services. The employees have got so used to pulling shots of espresso and they forgot all about the aspects of front line services. The thank you customers, smile and make eye contact when they hand over the drinks. They got used selling at the counter and forgot all about the personal touch which is so important. The personal touch can create so much loyalty from customer who will return for a drink to meet their polite serving crew. Such lack of services always happen to big joints and it was a good move by the Chief Executive to quickly step in the brakes of retraining. Whether this retraining will improves sales but it is a good and applaud move.
If all our managers can have the “mop bucket attitude” what a great success it will be as it is serving at the lowest level by example. Can you imagine being served by the Chief Executive of Starbucks one morning as you step into the Seattle Starbucks Coffee joint! The CE was dressed in their corporate uniform minus his expensive blue suit and matching tie. No one can recognize him at all and later being told that that person serving me is the top executive. How would you feel? That is a top of the world feeling!
Of course that will not happened at all, when you are so high, high up there, you will not be able to see your own toes, unless you deliberately bend down to take a look!

