Ontario, Canada, Starbucks barista Francine Brodeur says her employees are “empowered to make each customer’s visit count.”
Example: “Every now and then,” Brodeur says, “a customer will return within a few minutes of ordering, and order again. Following a quick, hopefully well-placed comment, it comes out that the customer has spilled his drink before fully enjoying it.
“That is when I let the customer reorder the same drink; then, I tell him that it’s on us. The customer is always surprised and tries to pay anyway, to no avail.
“What makes me proud to work for this company is that I can take liberties to make things right.”
—Adapted from The Starbucks Experience, Joseph Michelli, McGraw-Hill.