Page 117 - The Starbucks Experience

PRINCIPLE 3

days in a row. Imagine the challenge for Starbucks. The lead-
ership is attempting to ensure a consistent product and serv-
ice every day in thousands of stores throughout the world.
Starbucks knows that having a predictable, high-quality expe-
rience is a driving force behind the extremely high level of
customer loyalty. For this reason, the highest priority is
placed on creating memorable service, where customers are
treated in ways that delight them.
All partners are instructed in the importance of delighting
customers, especially those partners who have the most direct
customer interaction. One barista explains, “I know Star-
bucks major focus is legendary service. Not just great, but
legendary. The store I work for is not conveniently located,
so the fact that we have so many regulars is due to our serv-
ice standards. We also do our best to assure new customers
102 that it’s okay to try what we have, and that we’ll do every-
thing we can to fix their drink, or replace it, if they don’t like
it. A lot of other coffee shops I go into, and, indeed, have
worked for, are staffed with uninterested college students,
so coming into Starbucks, both as a customer and as an
employee, was a sigh of relief to me.”
By providing a high-quality, consistent customer experi-
ence, Starbucks offers a place for conversation, connection,
and reconnection. For this reason, customers incorporate
Starbucks into the rituals of their lives.
Erica from Sacramento, California, realized the important
role Starbucks played in her life when her son’s first words
were, “Mommy, Starbucks.” As she explains, “At first it
would be a stop at Starbucks once or twice a week when out
doing our morning errands, like grocery shopping or bank-
ing. Slowly, I realized I was going to the grocery store every
other day. And to the bank on days I wasn’t going to the gro-