As I am sipping on a coffee in one of a major coffeeshop’s chain stores, I realize that an internal meeting of that coffee shop is going on next to me. As a business school student, I was too curious not to try and pick up part of the activity and the conversations. It seemed that four persons were receiving training. I was impressed by the format and the professionalism of the meeting. The person I identified to be the instructor was sharing Starb… the coffee shop’s values and priorities, and its key focus on customer happiness. As they discuss these topics, they get interrupted occasionally by another employee, bringing them all kinds of cakes and snacks. As the trainees try the snacks sitting in front of them, they discuss their taste, their content of the cake and their texture. They even discuss what drink some of these snacks would fit best with. And the discussion is quite lively I have to say. I am really impressed when the instructor asks each of them what an ideal snack would look/taste like to them. Now everybody gets really exited and launches ideas back and forth. The employees seem really involved.
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