It seems to emerge as a common theme. A business hits a rough patch when nothing they try seems to work. Then, when all the innovating and experimentation is exhausted, a move back to basics ensues.  So it is for coffee giant, Starbucks.

According to a recent article in the Wall Street Journal, Starbucks, which has seen a drop in same store sales (and in their stock price) has embarked on a comprehensive training program designed to help their team members become more welcoming and customer friendly. Simple but effective techniques like making eye contact, smiling and offering a friendly comment are key elements of this new program. Imagine.

Some of the most basic tenets of good service are grounded in common courtesy and a friendly approach. That instilling these qualities into the behavior of team members calls for a comprehensive training program is interesting to say the least.

Consider the current state of the customer experience. Have you tried calling a business or service provider lately? Imagine your surprise if you reach someone without wading through a maze of recorded options (which require you to pay close attention because “our menu choices have changed”). Or attempt to get the attention of a service team member when in a store or restaurant? One might think some were trained in the art of ignoring customers and avoiding eye contact at all costs.

As I visit clients facing business challenges, I make it a point to talk to staff members to get a better sense of things.  It’s not uncommon to hear phrases like “we used to do that…” or “things are different now”.

Basic elements of sound business practice and customer service should be front and center of everything we do. These are not complex or difficult to understand. Creating a “servant’s heart” as one of your organization’s core values can differentiate you from the rest. It’s all part of building a high performing culture.

For more information on ways to measure and improve the quality of your organization’s culture, contact me at joe@ajstrategy.com or visit my website at ajstrategy.com.