Well, my friend’s theory on why Starbucks has changed so much is that the company has changed its policy about hiring managers from within. Starbucks has now turned to outsiders to manage their stores, which changes the relationship
dynamic between managers and the crew. In other words, these new managers that come from other companies haven’t been indoctrinated into the Starbucks culture. These managers don’t know really know what it’s like to engage and interact with the Starbucks customer.
I understand that hiring management from outside the company can be beneficial in that these managers could bring fresh, new ideas. However, at the same time, it takes a long time for these new people to fully understand the culture and workings of a company. By the time they actually “get it”, it may have affected their business and it may have cost the loss of customers in the process.
What do you think? Will Starbucks’ new business model and hiring process affect their legendary service?
Maria,
If your contact is correct, then Starbucks has become a different kind of company. In my four years at the Starbucks Support Center in Seattle, the policy was to encourage partners (employees) to work toward becoming store managers. It was a philosophy that separated the Starbucks experience and customer service from most others. If that policy has changed, Starbucks will become a different company, and not for the better.
Posted by: Lewis Green | June 2, 2007 7:34 AM | Permalink to Comment