Page 81 - The Starbucks Experience

PRINCIPLE 2

customer stories. It gives partners additional opportunities to
relate actual situations to the behaviors and actions encour-
aged in the Green Apron Book.
Each week, Conversations and Connections centers on a
particular Way of Being. On a be knowledgeable theme week,
the following customer story was provided:

I just wanted to thank Ashley for being so kind and
helpful. I had a question about one of your beverages
and she took the time and care to explain the product
and then took time to create a sample. I really appreci-
ate her thoughtfulness.
Store #76304, Target #1834, Pomona, CA

After reading the example, partners are given a quick
review of how Ashley made a difference for the comment
66
writer:
• She learned how to describe coffee. This customer
said Ashley was able to explain the product that she
had a question about.
• She shared her coffee knowledge, passion, and excite-
ment through a tasting and made a sample of the
product she was describing for the customer.
These brief examples help partners identify with the cus-
tomer experience and reinforce the guiding principles that are
most valued in the Starbucks culture. According to Jennifer
Ames-Kerreman, director of Customer Service Opera-
tions/Customer Care, the Conversations and Connections
tool has a variety of benefits for Starbucks. “When we ask
new partners about this approach, they tell us it helped them
rapidly become a part of their team. They feel confident more