Jul 21, 2005
Posted by Mike in Branding,Customer Service,Marketing
0 Comments
If You're Happy & You Know It…
Seth Godin had an interesting post yesterday titled Inside and Outside, about his trip to Starbucks and their staff’s attitudes towards working there.
Sounds unimportant? Give it a read, and you’ll see why attitude can make all the difference. If you ever been in a Starbucks (is there anyone who hasn’t these days?), you’ll see that overall, the “Baristas” love working there, and it shows. In my previous life, I was a regular at my local branch, and the folks behind the counter knew me, and my usual. Every one of them was smiling, and asked if I wanted the usual or would have a suggestion for some new concoction.
How does Starbucks do it? Take a look at their website, specifically the page called The Starbucks Experience, and you’ll see. I know, a lot of companies talk about their corporate culture, and investments in employees, here’s the difference, Starbucks actually follows-up on their promises to their “partners.” Novel approach, huh?
Anyway, back to Seth’s post, I just have one small quibble with it. His parting comment is:
“I think there’s a huge lesson here. Not just for marketers who sell interactions (that means everyone except for maybe commodity steel producers) but for employees too.”
Having done some work for a commodity steel producer, I can tell you, having happy, engaged, invested employees is even important for commodity steel producers. Having done work for other companies (who shall remain blissfully nameless), where the employees could give a flying &*%@$ about the company, it was quite a surprise to work with machinists, furnace workers, truck drivers, and pipe fitters who are as invested in their company as the aforementioned baristas.
No qualifiers are needed Seth, it even goes for steelworkers.
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