Thousands of Starbucks devotees went without their mocha fix on 26/02/08, but it was for good reason. Employees were busy getting retrained on how to make the perfect cup of coffee.
The coffee chain closed its 7,100 stores at 5:30 p.m. to coach employees on how to make perfect espressos, which included lessons on giving quality pours of the espresso shots and adjusting the grind on the automatic espresso machines.
The company, known for delivering quality service, has experienced a decline in sales over the past year, closing 100 stores and seeing a decline in stock. So it made sense for Starbucks to return to what founders Gordon Bowker, Jerry Baldwin, and Ziv Siegl set out to do in 1971—to sell the finest-quality ground coffees.
An increasing number of companies, like Starbucks, are focusing more on quality—even measuring employees on delivering quality service. Travelocity, for example, scores agents on quality. If their scores fall below a certain desirable quality level, they receive immediate training.
By closing all of its stores, Starbucks has shown customers its committed to delivering quality products and service. But by taking the pledge across the enterprise, quality begins to transcend the narrow scope of products and services to eventually affect the bottom line.
Source - 1to1 Blog
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