The Starbucks Experience

'Retail is detail' - A Term coined by Founder of Tesco, James Gulliver but used by CEO of Starbucks Howard Schultz more often, to build the business on concept 'Everything Matters'.

'Everything Matters' as service concept in a Business has the the power to Turn 'Ordinary to Extraordinary'.

From the Range of Food & Beverages, to the Quality of the Products, Training of the team, a welcoming Interior Design, Team's Wellbeing, Training, Customer Delight, environment friendliness, community wellbeing...everything matters. Here it creates a brand beyond ourselves.

?? 'Attention to detail occurs by design, not by default'?

When the details are?overlooked or missed, even the most patient customers can be frustrated and costly errors happen. Unfortunately only a small % of unhappy customer bring their complaint directly to the management. They Simply go and spend their hard earned money somewhere else and share their grievances with their friends and family.?

Howard Schultz said, "We are not is the coffee Business serving people but in the People business serving Coffee."?

And delivered 'Business Excellence' through a culture of compassion.

Howard Schultz had a vision to create a place for human connection, conversation and one that fostered a sense of community – a third place between 'work and home'.?

?? Connect, Discover & Respond Model was created.

The Broader Principle created by the Team of Startbucks under Howard Schultz and they are as follows:

? Make it your own

? Everything Matters

? Surprise and Delight

? Embrace Resistance

? Leave your Mark

? Make it your own - Starbucks was one of the First Company to call 'Employees as their partners' and a profit of the stores were being shared with their 'Partners'.

Broader guideline was created for their 'partners' to put in action.

?? Be welcoming?- Welcome not only the customers but also collegues.

?? Be Genuine?- Being honest and genuine with each other, the community.

?? Be Considerate - Being Considerate to the community and customers alike.

?? Be Knowledgable - Training was created as a core of the Experience as the repetition brings the fun and Speed ofService.

?? Be Involved - Being involved creates a greater sense of ownership among team.

? Everything Matters - Keeping Customer Excellence in the centre of their policies they ensured that the music played into the stores to the localization of interiors & food offering bringing local culture alive, everything mattered!?

? Surprise and Delight - 'No question asked policy' with their customers ensured that the customers kept going back to the stores.?

? Embrace Resistance - Entering into unfriendly market & communities and making them grow their business is what they did consistantly.

Entering into Japan, which primarily is a tea drinking country and working with local communities made their way through as a brand. Starbucks success in Japan is a great example of the teams policy of embracing resistance.

? Leave your Mark - Deliver a drink that suits a customer every-time and experience in the process is the policy. The Experience must fit the every customer.

The Partners were encouraged to go out of the way to make a customer happy even if it was none of their mistake and leaving their mark on the Customers Mind.

Howard Schultz took over Starbucks as the CEO with 11 Stores in 1982 and grew the company on concepts and principles around 'customer experience' to 35700+ stores today, operating in about 80 countires, literally adding about 4 stores/day across the world and growing.?

Excerpts Taken from - The Star Bucks Experience, Dr. Joseph A Michelli

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