In a book which is called “The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary” there is told about the five pillars to build and grow the Starbucks.
The first pillar is to foster a strong sense of ownership at all levels of employees, from top level to the lowest level. This spirit and encourage every employee has the dedication and responsibility to split the company’s success. In this context, Starbucks also has a principle that must be met by each employee. The principle is titled “Five Ways of Being” or: be welcoming, be genuine, be considerate, be knowledgeable, and be involved.
The second pillar is the belief that in the retail business like coffee shops, everything matters. All details must be observed and maintained to produce a perfect process. All the ornaments on the cleanliness of the outlet, seat design, product diversity, and customer service must be executed properly to achieve business process excellence.
The third pillar is to surprise and delight. Each employee of Starbucks, particularly along the frontline encouraged to create a series of actions that can make customers to be impressed (surprise and delight). For example, if there are customers who had queued in front of the shop at 6:30 a.m., then the coffee shop can be opened directly, even though the new rules should open at 7 a.m.
The fourth pillar is open and listening to heartfelt criticism and input from their customers. Starbucks is always trying to build a constructive dialogue to get feedback from their customers. And from here, then they treat the input as an essential element to improve the performance of his ministry.
And the last pillar made by Starbukcs to build greatness is Treat their employees like kings. Because they believe, employee satisfaction actually is the key to customer satisfaction. Without happy employees, you definitely will not be able to create happy customers. With this principle, Starbucks and then create a series of policies that can make their employees happy to work in it – ranging from an attractive remuneration policy, a friendly work environment, to flexible working hours.
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