PRINCIPLE 4 embrace resistance
“Don’t mind criticism. If it is untrue, disregard it; if unfair, keep from irritation; if it is ignorant, smile; if it is justified, it is not criticism—learn from it.”
The German poet Heinrich Heine once noted that a person “only profits from praise” when he “values criticism.” Valuing criticism is a major piece of the Starbucks puzzle, and it plays a large role in the Embrace Resistance ingredient that is outlined in this chapter. Embracing resistance involves a complex set of skills that can enable businesses and individuals to create business and relationship opportunities when they are confronted with skepticism, irritation, or wariness.
This principle requires leaders to distinguish between ...
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.
