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Show the value of the little things

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Customers notice the tone you set, and so do employees.

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.

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