CHAPTER 15

STEP #12: PROVIDE TRAINING ON THE DESIRED BEHAVIORS

An organization’s ability to learn and translate that learning into action rapidly is the ultimate competitive advantage.

—JACK WELCH, FORMER CHAIRMAN, GE

Companies that successfully renovated their cultures did so in part by training their leaders (at all levels) on the desired behaviors and how to model those in their daily routines. Perhaps no company in history did this as swiftly and dramatically as Starbucks in 2018.

On April 12, 2018, Rashon Nelson and Donte Robinson were waiting at a table at a Starbucks situated in the tony Rittenhouse Square neighborhood of Philadelphia. The two men, both age 23 and best friends since the fourth grade, were there to meet Andrew Yaffe, ...

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