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Alex Frankel: Living the Brand
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Alex Frankel: Living the Brand

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Alex Frankel, author of Punching In: The Unauthorized Adventures of a Front Line Employee, presents some of the lessons he learned from his time working at several top brands including Starbucks, …

Alex Frankel, author of Punching In: The Unauthorized Adventures of a Front Line Employee, presents some of the lessons he learned from his time working at several top brands including Starbucks, Apple, and Enterprise Rent-a-car.

Published in: Business, Education

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  • 1.  
  • 2.  
  • 3. UPS
    • Economy of motion
    • +
    • Efficiency of delivery
    • +
    • Excellence of service
  • 4.  
  • 5.  
  • 6.  
  • 7.  
  • 8. Other than pens, paper or other supplies, what is the total worth of all the items and money you have taken from employers in the last 3 years?  
  • 9. Other than pens, paper or other supplies, what is the total worth of all the items and money you have taken from employers in the last 3 years?   $0 More than $0, but less than $10 More than $10, but less than $25 More than $25, but less than $100 $100 or more
  • 10. How often have you gotten into shoving matches or fistfights at work over the last 3 years?
  • 11. How often have you gotten into shoving matches or fistfights at work over the last 3 years?
    • Never
    • One time
    • Two times
    • Three times
    • Four times or more
  • 12. Agree or disagree:
  • 13. Agree or disagree: “ It's f un to go out to events with big crowds. ” “ I like t o talk a lot. ” “ I l o ve to be with people. ” “ I c h at with people I don't know. ” “ I could n ot deal with difficult people all day. ”
  • 14. .
  • 15. What we just did is what we do
  • 16. The Container Store People + Passion + Products = Purpose
  • 17. Leon: $408.95 … $899.73 … $3906.50 … Alex: $0.00 … $0.00 … $0.00 …
  • 18.  
  • 19.  
  • 20. The Apple Store
    • Integrated
    • +
    • Interactive
    • +
    • Inspirational
  • 21.  
  • 22.  
  • 23.  
  • 24.  
  • 25.  
  • 26.  
  • 27. Coffee Master
  • 28. Be Welcoming Be Genuine Be Knowledgeable Be Considerate Be Involved
  • 29. Starbucks
    • Efficient Workflow
    • +
    • Cultural Training
    • =
    • Good Customer Service
  • 30. Customer Service Culture
    • Screening
    • +
    • Training
    • +
    • Working
  • 31.