Opinion

When Was The Last Time The CEO Wrote To You?

Starbucks CEO Howard Schultz wrote to all his staff, managers and employees, after the recent stock market crash, asking counter staff to be extra nice and accommodating to customers who may be frazzled by the volatility in the stock market.

starbucksHis focus was to continue to re-emphasize the importance of the customer experience and be sensitive to the stresses customers might be facing. Starbucks is not the cheapest cup of coffee on the block, but it does consistently offer superior service with friendly, knowledgeable staff.

His email to staff reminded me that Starbucks thinks of itself as a good community neighbour – a meaningful differentiator that all local convenience stores should focus on.  You have a great opportunity to showcase local events including community sporting team scores, school events, and much, much more.