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Embrace Resistance~
Valuing criticism is one of the principle for starbucks and it also is a major role. How difficult it is to accept criticism, even embrace it. Utilzing a set of skills and positive thinking that to improve business and customers relationship are the best way to embrace resistance.
Embracing resistance is about respecting people's perspectives. For starbucks leadership, they encourage their partners to ask "How" not just "Yes" and "No". There is an art to knowing if your customers displeased. Take a woman with a child coming into the starbucks for example, the woman hug her baby in one hand and the coffee in the other hand, then tried to sit on the chair. Instead of disregard, the barista gave her a hand immediately and responded" sorry for that and I will mention about this problem for our manager."
" It cannot be done" is a most challenging types of resistance for many businesses.. For starbucks, they will ask " Why would not it work?". Facing a big task, such as the first time,they tried to promote coffee to Asian countries, they did the market research first and tried to belong Asian culture which has hundreds years of tea-drinking.Finally, they success because not only have they had original coffee, but they also created new local flavor and increased the local employment.
Win/Win situation is starbucks' main goal. Not everyone welcome starbucks come, especially some traditional coffee shops. Before one starbucks shop open, they go door-to-door to every single cafe in the area to understand what they need and also to introduce starbucks. To starbucks, they certainly know that it would be competition, but they are more interested in adding value to this business environment. "Coffee-rich area" was created for all of customers who enjoy plenty of alternatives. Competition can make companies re-evaluate themselves and identify what the strengths and shortcomings are.
Embracing resistance is not a slogan for starbucks, but they do action at once after listening.
Valuing criticism is one of the principle for starbucks and it also is a major role. How difficult it is to accept criticism, even embrace it. Utilzing a set of skills and positive thinking that to improve business and customers relationship are the best way to embrace resistance.
Embracing resistance is about respecting people's perspectives. For starbucks leadership, they encourage their partners to ask "How" not just "Yes" and "No". There is an art to knowing if your customers displeased. Take a woman with a child coming into the starbucks for example, the woman hug her baby in one hand and the coffee in the other hand, then tried to sit on the chair. Instead of disregard, the barista gave her a hand immediately and responded" sorry for that and I will mention about this problem for our manager."
" It cannot be done" is a most challenging types of resistance for many businesses.. For starbucks, they will ask " Why would not it work?". Facing a big task, such as the first time,they tried to promote coffee to Asian countries, they did the market research first and tried to belong Asian culture which has hundreds years of tea-drinking.Finally, they success because not only have they had original coffee, but they also created new local flavor and increased the local employment.
Win/Win situation is starbucks' main goal. Not everyone welcome starbucks come, especially some traditional coffee shops. Before one starbucks shop open, they go door-to-door to every single cafe in the area to understand what they need and also to introduce starbucks. To starbucks, they certainly know that it would be competition, but they are more interested in adding value to this business environment. "Coffee-rich area" was created for all of customers who enjoy plenty of alternatives. Competition can make companies re-evaluate themselves and identify what the strengths and shortcomings are.
Embracing resistance is not a slogan for starbucks, but they do action at once after listening.
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