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You are ONLY AS GOOD AS YOUR PEOPLE! Here is a little story from last week… I went to Starbucks twice last week. I am not your typical customer as l don’t drink coffee nor consume sugar but this is the only place in town where I can get “a grande matcha latte soya no sugar extra foam… and served in my own take-away mug 🍵” Thursday I got my mug back. Typically it’s filled to the brim but this time it came back 2/3 full… Surprised, I asked: “Why? I always get it full”. To which the store manager replied: “No, this is what it is, you ordered a grande”. To which I replied back “yes but you only have one size for the matcha; I always get it back full as I ask for extra foam (ie AIR bubbles which accounts for at least the other 1/3)”. To which he replied back “A grande is a grande”. Needless to say I walked out a dissatisfied customer. Friday I went to a different Starbucks in my same city, preparing for the worst… but I did crave my matcha! I got my mug back which was also 2/3 full… but as the employee was pouring it she said spontaneously “look I have all this extra-extra foam here… is it ok if I put it in to fill it to the brim?” I go only maybe 20x times a year to Starbucks but which experience do you think would make me go more often? In summary: You are only as good as your people. Who would you pick to have in your team? Which employee will you be? The Thursday or the Friday employee? #employees #humanresources #peoplemanagement #greatteams #greatleaders #customersatisfaction #customerservice Starbucks