Page 221 - The Starbucks Experience

Index

Partners (employees) (Cont.): Profitability of Starbucks, 3–4
passing down values to, 6 in mission statement, 8
proactive problem solving by, partners’ sharing in, 7–8
144–149 Purple Cow (Seth Godin), 13
recognition calls to, 71
retention of, 9 Q
size of workforce, 14 Quality:
stock options for, 7 everything matters approach
training for, 8–9 to, 58–63
unexpected surprises for, 93–94 financial price for, 60
Partnerships: safeguards of, 53–54
in creating surprise and delight,
94–96 R
with suppliers, 161–162 Rems-Smario, Julie, 164
Pathlight Café (Singapore), Renewable energy options, 31
165–166 Responding to customer needs,
Perfection, excellence vs., 180 29–30
Phua, Denise, 165–166 Responsibility for errors, 142–144
206 Pike Place Market, 39, 134, 147, Rest rooms, 75
148 Retention of employees, 9
Playfulness of culture, 69–71, 90 Robinson, Bernadette, 97
Pork & Beans, 147–148 Rochili, Darrick, 104
Poznoff, Nancy, 138–139 Rolling Stones, 137
Predictability: Romenesko, Jim, 116
in experience, 15, 101–103 Rose, Martta, 87
in product, 99–101 Rueckheim brothers, 82
variety mixed with, 82
Priest, Steve, 156 S
Prioritizing objectives, 64–69 Salter, Stephanie, 119
Proactive problem solving, Schultz, Howard, 2, 3, 6
114–115, 144–149 on being a people business,
Products: 27–28
consistency of, 15 on being part of something
customers’ rejection of, 138–140 bigger, 38
customization of, 12 on early stage of company, 181
kosher, 126 on emotional connection with
predictability in, 15, 99–101 customers, 12
quality of, 58–62 and employee stock options, 7