Extreme Training - Starbuck's Style

jason.corsello — Tue, 26 Feb 2008 03:58:05 GMT

Would you be willing to re-train your entire staff at the expense of revenue? Starbucks is doing it tomorrow!

According to the Seattle Post Intelligencer...

"Starbucks is closing the doors at its 7,100 stores across America for a brief barista re-education. CEO Howard Schultz announced the 3-hour closure starting at 5:30 p.m. local time Tuesday to energize 135,000 employees. He wants baristas to share their passion for making espresso, or as he says, "to pull the perfect shot, steam milk to order and customize their favorite beverage." Schultz says it's part of his refocusing on the coffee customer experience."

I don't think I've ever heard of a retailer closing its doors during business hours to focus on human capital issues. Would you be willing to go to extremes to ensure your staff is properly trained to deliver the best customer experience?

Kudos to Starbucks.

Analyst Corner

Extreme Training - Starbuck's Style