Customer Service and Product Knowledge Training for Starbucks Doesn’t Cost, It Pays!

Last week Starbucks closed down their stores – all of their stores in North America – that’s approximately 7,000 stores – for a three-hour period. Why? Because Howard Schultz, the CEO, wanted to do special training for all of the employees on how to make that perfect cup of coffee. That, coupled with some customer service training, made for a powerful three-hour session. Mr. Schultz wanted his people to get back to basics and make sure they understood that the root of their basic product success was a great cup of coffee and outstanding customer service.

What did it cost for Starbucks to close its stores for three hours? What did it cost to rally all of the employees together during this time? Every employee was invited to participate in the training, and they were paid. A bigger question would be, what would it cost if they didn’t do the training?

Mr. Schultz has his eye on the ball. He knows what is important. He understands what the business has to do to be competitive and stay on top. He knows that if he doesn’t spend the money to train his people, it will cost him much more down the road.

Starbucks is a legend in the world of quality and customer service. The above is just one example of why. Sure, it may cost to train employees, but it costs more not to!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)