Starbucks Experience Presentation

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Using the book "The Starbucks Experience" as model for customer service as it relates to New Student Orientation programs. We used this as part of our training.

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  • Many important “customer” questions are answered in the first moments of an interaction. Do the staff members care to get to know me? Do they remember me? Will they take care of my needs? Do I matter? Am I invisible?Welcoming – Offering everyone a sense of belongingGenuine – connect, discover, & respond“Customers” are not looking for best friends; they just want a positive connection and they want their needs to matter.True leaders show staff that their individual uniqueness gives them a special way to connect with others.
  • Starbucks Experience Presentation

    1. 1. The Starbucks Experience 5 Principles<br />
    2. 2. 5 Principles<br />Make it Your Own<br />Everything Matters<br />Surprise & Delight<br />Embrace Resistance<br />Leave Your Mark<br />
    3. 3. Make It Your Own<br />“This is the true joy of life, the being used up for a purpose recognized by yourself<br /> as a mighty one; being a force of nature instead of a feverish, selfish little clot <br />of ailments and grievances, complaining that the world will not devote itself<br /> to making you happy.”<br />- George Bernard Shaw<br />
    4. 4. Ideas to “Sip” OnReflect & Share<br />What is something Unique to you, that helps you Lead as an Orientation Leader?<br />
    5. 5. Make It Your Own:5 Ways of BE-ing!<br />Be Welcoming<br />Be Genuine<br />Be Considerate<br />Be Knowledgeable<br />Be Involved<br />
    6. 6. Ideas to “Sip” OnGroup Reflection & Share<br />How to the “5 Ways of Being” Relate to Your Role as an Orientation Leader?<br />
    7. 7. Everything Matters<br />“Too often we underestimate the power <br />of a touch, a smile, a kind word, a listening ear, and honest compliment, or the smallest act <br />of caring, all of which have the potential <br />to turn a life around.”<br />-Leo Buscaglia<br />
    8. 8. Ideas to “Sip” OnGroup Share<br />What are little details do you need to pay attention to in order to be a successful Orientation Leader?<br />
    9. 9. Ideas to “Sip” OnGroup Share<br />What are our “profits” when it comes to Orientation?<br />
    10. 10. Surprise & Delight<br />“I slept and dreamt that life was joy. I awoke and say that life was service. I acted and behold, service was joy.”<br />-Rabindranath Tagore<br />
    11. 11. Ideas to “Sip” OnGroup Share<br />What are ways that you can “Surprise & Delight” the new students?<br />
    12. 12. Embrace Resistance<br />“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.”<br />-Author Unknown<br />
    13. 13. Ideas to “Sip” OnReflect & Share<br />What is something that you think will challenge you as an Orientation Leader & how will you Embrace it?<br />
    14. 14. Leave Your Mark<br />“How wonderful it is that nobody need wait a single moment before starting to improve the world.”<br />-Anne Frank<br />
    15. 15. Ideas to “Sip” OnReflect & Share<br />What kind of MARK do you want to leave on the new students?<br />
    16. 16. Ideas to “Sip” OnReflect & Share<br />What kind of MARK do you want to leave at B-W?<br />

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