Starbucks' culture

I love working for Starbucks, even though I hate the pay. There's one thing that makes working in Starbucks a very pleasant one and that is how they do not contradict the culture they are trying to cultivate. In a few companies, salespeople are told to collaborate only to have the company rate their promotions chances based on their sales, which literally tears them apart. Such kind of contradiction is not one I can find in SB.

SB is about putting partners above customers, and just saying yes to all customer needs as much as we can. We are probably talking about service to customers more than profit.

The first part is easily exemplified by this example. What would you think a wine company would do if the promoter breaks a bottle of wine? Would he be forced to pay? Would he be black listed? Just the other day, I was handling food and due to my carelessness, I dropped a tray of muffins. There were a total of 9 in there with a total cost of $27 to be. I wasted company funds of that amount. I was definitely regretful and it was done in front of my fellow partners and managers. They probably knew that it wasn't on purpose and they did not make a fuss of it nor ask me to pay for it though the wastage was all due to my one person's carelessness. To me, they understood how by making me feel degraded, I would have less performance and be unable to deliver the Starbucks experience.

At POS areas, where cash comes in and out, shortages are not a uncommon things. I still remember from a friend that at NTUC, if the cashier cashes in the wrong sum, she would pay the shortfall. Not at SB. Once I had a shortfall of $4, due to some slight confusion and they accepted it, and never did once bring it up to me. Imagine if they would argue penny for penny and I would have worked almost and hour free labour. You would think I will never do POS ever again.

SB emphasis is on providing legendary customer service. Just today, a single customer argued that both her drink would be a grande size and we were rather confused since the order was called out differently. When I asked to see her receipt, I noticed that she was wrong and that a grande size would cost her more. I immediately asked to change her drink for her to her requested size and I made her happy and she smiled before leaving even though I could argue that she place the wrong order. Was I punished for giving the wrong drink? Did I have to pay for the wrong drink? No. SB puts its responsibility on its partners and being empowered, we can do good to fulfil SB's aims.

I wouldn't have noticed this if not from a news about $1 coffees in selected stores in Seattle. Note that in all other SB's there would not be this promotion, and definitely not in Singapore. What hit me was that if a customer insist on that cup, we would "just say yes" and give that cup free to the customer. That really brought me thinking and I realised how the whole culture of SB is suitable for itself and doesn't back stab its self. I feel fortunate working in SB.