Standing in the queue at Starbucks today I was reminded why it is so important never to presume your staff understand
what your company does and even if they do, you need to ensure they consistently deliver your desired message.
A customer picked up one of the Starbucks reward cards and asked if it was for collecting points. The member of staff replied that you didn’t, it was for paying money onto so you can get stuff like free flavours in your coffee. I don’t work for Starbucks but even I know the card isn’t about that.The Starbucks cards is there for preloading money onto so you can pay for your drinks and food. It saves you having to use cash if you don’t have it handy or having to key in your credit card pin every time. With the card you get discounted coffee, free wifi, extra shots and other goodies.
Also, Starubucks give a percentage of the profits used via the rewards card to their nominated charity so you are doing good things.
The card isn’t my point. The point is that you need to ensure your staff are all giving the same message and that they are aware of and knowledgeable about what your company does and what it offers. You can use training and scripts for this sort of stuff. I hear it has been working out pretty well for McDonalds for a few years now.
Paul Browning