Servant Selling at Macys

This is one of my favorite movies of all time and the beautiful thing is it has a wonderful clip that communicates my message about Servant Selling! How many of us are so dedidcated to our customers we would send them to a competitor if they could better serve a particular need?

"Validation"

I pause my Starbucks "Love Fest" posts because I came across this film short featured as a motivational minute by the good folks over at Umpqua Bank. It's a powerful film apparently posted at YouTube in 2008. I don't know how I missed it...

Enjoy!

#4. Why I Love Starbucks? – Energy

Life is full of potential energy suckers. Not many things actually add energy.

I guess caffeine is an obvious ingredient to the energy Starbucks provides. I find I have to monitor my caffeine intake closely to optimize the energy effect. I usually grind my own beans at home and start the day with a home brewed cup. If I get to Starbucks in the morning, it’s usually for a green tea. Mid morning is prime time for me, so more coffee would be overkill. 2pm – 4pm is where the big energy gap comes. And that often means a Starbucks Coffee drink to fill the gap.

But really, Starbucks adds energy in dozens of the other ways I’ve listed. The friendliness of the staff, the design, the music, the ubiquitous nature and even the clean restrooms all in their own way add to the energy.

Are you an energy plus or minus for your customers?
Do you add energy or suck it out?

Why I Love Starbucks #4 Refreshment and Rest

Again, I come from the place working on the road. For me, driving was hard work. The fun part of my job was being in front of a customer giving a presentation. But 1000 miles a week wasn’t that uncommon and it’s not like having an office job. I can’t walk down to the water cooler or the cafeteria.

I don’t work at Google where they provide napping rooms. I don’t work at Nike where apparently the latest word on a short mid-afternoon nap is “Just Do It”. I don’t work at HP or Cisco where they provide the pictured “Energy Pod”, encouraging employees to actually sleep on the job.

So Starbucks it is. Most are a very good place for a short 20 minute nap. The whir of the machines in the background actually provides some white noise. I can sleep fast! Short of going back to the hotel, there is no other place where you can consistently do this.

Are you a safe place of rest for customers?
Not just your location… Are you personally a place of rest and recovery?

Why I Love Starbucks #3: Temperature Pleasure

I live in supposedly 77 and Sunny California where according to the TV Commercials, even our cows are happier. But even in California, most parts of most 24 hour periods are either too warm or too cold. Starbucks seems to have found a way to get me through this discomfort with temperature balancing beverages.

There is nothing like a hot carmel macchiato or the seasonally offered hot pumpkin spice latte on a cold day. Conversely, there is nothing like a Green Tea Frapp or Iced Vanilla Latte on a hot day. And, on those mild 77 and Sunny California days you really can go either way with a hot or cold beverage.

Also, the cafe’s themselves also seem to do a wonderful job keeping each individual store at about the right temperature. It’s odd to me how many other food places screw up this basic fundamental. Many restaurants are too cold inside, I assume either to make the employees more comfortable or to turn tables quicker. Whatever the reason, I tend not to return.


Who sets the thermostat at your place?
Is it set with the customer in mind?