Everyone knows that Starbucks shutdown the other day for 3 hours to train it’s employees.
Let me say this again, everyone knows that Starbucks shutdown the other day for 3 hours to train it’s employees.
I don’t drink coffee. I have no use for Starbucks. And yet even though I rarely watch the news, I heard at least 4 times in the past 3 days that Starbucks was closed. They may just have pulled off the best publicity stunt yet.
Cost of Advertising – $0
Lost business – worth it
Nationwide publicity – PRICELESS
Let me rephrase myself again, nationwide publicity illustrating your desire to provide good customer service and develop your employees. PRICELESS.
It’s just not the same if they say they’re shutting down for 3 hours to clean. Their reason just gives you a warm fuzzy feeling.
I wonder if they fired some advertising people and promoted HR?
February 29, 2008 at 1:03 pm |
Just thought I’d share this post. Perhaps this is all related to Starbucks trying to strengthen their brand position:
http://www.ideasonideas.com/2007/07/starbucks-growth-paradox/
February 29, 2008 at 1:43 pm |
Wait… You’re in HR and you don’t drink coffee? How is that possible?
February 29, 2008 at 5:08 pm |
Eric – Interesting post. I think that in many ways Starbucks will need to do some of the things you have suggested. Local coffee shops are making a comeback and if Starbucks doesn’t want to become old news like Dunkin Donuts did, they need to find a new strategy.
Laurie – I often wonder how different my life would be if I drank caffeine products.
March 1, 2008 at 8:13 am |
This post made me smile. This sort of tactic can backfire though. I had been recommended a local company to do some handyman work in my home. I made a call and the answering message told me that no-one could take my call that day as great customer service was their number one aim and they were all out developing this together but if I left a message someone would get back to me the next day. I told the lady I spoke to the next day that I had been very impressed by this. Well – maybe you already guessed – but the guy who came did not meet even the basic standards of customer service! He was surly, did not appear to want to be there ( he complained about the job I had booked him to do) did not come with the right materials and made a mess which he left me to clear up. Have I told this story to many people – you bet I have!
March 1, 2008 at 9:40 am |
Jackie – The company can do all the training they want.. Whether or not the people learn is up to them.
March 3, 2008 at 7:51 am |
[...] 4-hour shut down instituted by Starbucks in the name of “nationwide company training.” Starbucks garnered some nice press coverage as a result of the move and customers might have been lulled into thinking that Starbucks [...]
May 29, 2008 at 10:01 am |
[...] They started a social networking site to ask for helm from the customers. And we all remember when they shut down the stores across the country for an afternoon to address some fundamental problems. Smart decisions like that come when you take [...]
May 30, 2008 at 6:11 am |
[...] They started a social networking site to ask for helm from the customers. And we all remember when they shut down the stores across the country for an afternoon to address some fundamental problems. Smart decisions like that come when you take [...]
June 15, 2009 at 12:50 pm |
Your post is very well crafted and I have learned. I’ve added your blog to my reading material. Thanks for the update!