PRINCIPLE 2 everything matters
“Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.”
—LEO BUSCAGLIA
Howard Schultz is fond of saying that “retail is detail.” In reality—although this lacks the rhyming charm of Howard’s quote—all business is detail. When details are overlooked or missed, even the most patient of customers can be frustrated, and costly errors can occur. Unfortunately, only a small percentage of unhappy customers bring their complaints directly to management. They simply go elsewhere, spending their hard-earned dollars at competitors’ stores and sharing their grievances with scores of ...
Get The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
