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Post by briandavis1 on Apr 15, 2014 12:02:07 GMT -6
This is all about conforming. Making customers understand how to order just how to order is not very important because everyone is different.
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Post by danielhutton on Apr 15, 2014 16:55:38 GMT -6
I can kind of see what this lady means. the "training" of the customer can happen through many subversive ways and some not so subversive. The way they name their drink sizes in some weird italian way is a less subtle way.
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Post by shantel on Apr 17, 2014 17:12:07 GMT -6
Didn't like it at all. From the customer stand point I don't need to be trained. As a customer I would like to be treated with value. I just didn't agree with the message at all. This whole training a customer methodology has nothing to do with the customer always right methodology. Yes customer should follow service procedures. I don't think it's the same as training them. Have procedures in place and communicate them to the customers and that's all their is to it.
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Post by cfrederic on Apr 20, 2014 9:29:25 GMT -6
This video was very interesting to me. I have never thought about training customers, but watching this video made me think about when I go to Starbucks. I think it is a little genius what they have done. I often times go to other places to get coffee and it is hard to order because I have become so familiar with the Starbucks vocabulary.
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Post by sdoescher on Apr 20, 2014 16:18:36 GMT -6
I didn’t find this video helpful. While I understand there are limitations with short videos, the only real advice was trivial. Stating that saying customers’ orders out loud with different terminology is the key to “training” customers is oversimplifying it. While the idea may have some merit, I feel the answer provided in this video wasn’t sufficient.
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Post by robertnicholson on Apr 25, 2014 12:15:46 GMT -6
Ive never thought about training the customer in this way. Giving them task to keep them goal oriented. The closest experience i have to this is working in a small friend chicken shop. From day one we were told that the customer is not always right and given permission to kick people out if we felt necessary. I worked there for six months and didn't feel the need to excessive this right. One day a women comes in and say's something to me. I can't remember the specifics. At the end she says "Im sorry was i being rude" sarcastically. I snapped a little. Told her "yes you are, and if you dont start acting right you can leave" her mouth fell open. I continued to say "now go sit down be quiet and act polite if you want any further service". She looked real upset but listened, except for the complaining to her boyfriend. The boyfriend came up to try and unjustifiable stand up for his girlfriend in order to keep her happy and i told him the same thing. the manager came from the back and backed me up. IN the end they listened. I felt really good after that. Word to the wise, dont mess with people preparing your food.
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Post by ashleysegalla on Apr 27, 2014 11:16:03 GMT -6
I thought that making customers behave is an interesting idea. Customers should think of themselves as untrained, unpaid employees. They should be trained and motivated as if they are employees. Starbucks does this by making their customers order drinks in their lingo. If we order incorrectly, then the whole order is shouted for the store to hear. Because people do not like being corrected in public, they learned the lingo, and made the corrections that Starbucks thought was necessary.
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Post by karenwag on Apr 27, 2014 17:27:22 GMT -6
This is an interesting video. Using Starbucks was a great example of why it is so important for businesses to think about their customers. Think about what a customer wants and even think like you are a customer. Its important to know all this because then you can take that information and use it to "train the behavior of customers."
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Post by brandonnajolia on Apr 29, 2014 14:45:45 GMT -6
I think that it is important for a company to train their employees but it is an interesting concept on how they train their customers. Starbucks definitely has had controversies and I think this could raise a controversy as well. Customers don’t even realize what they are doing just by ordering a coffee and the employee correcting what they said. I think this could be applied to any restaurant business though. It is an interesting concept in being able to manage your customers because you certainly cannot control them. It is good to know how to deal with a customer regardless of if they are right or wrong. I think this approach could be beneficial to many companies.
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Post by jimmykotter on Apr 30, 2014 16:15:51 GMT -6
the fact is that we will always have trouble dealing with customers. there are alot unreasonable people out there. i found it to be very interesting to see how starbucks developed a way to get customers to order their drinks in a much faster way. its a very simple trick but has proved to be very effective. i know i will be using this trick in my professional life.
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Post by asmith422 on May 1, 2014 13:01:56 GMT -6
I had never heard of this kind of tactic used before in a business. However I understand after watching the video the effectiveness it can have in allowing a business to rum more smoothly. I thought it was interesting to hear that Starbucks trained its customers to order a certain way, and that people feel the need to order that way now in fear of being publicly humiliated. It goes to show the impact that a company can have over its customers.
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Post by kourtneyb on May 2, 2014 7:56:58 GMT -6
I think the concept of training customers is interesting. Employees are hard enough to train and not only train but to keep them in that habit. It is weird to think about training a customer base however Starbucks has truly done so and successfully done so. Though everything is not as black and white as she described there isn't much room for adding your creative touch without much deliberation prior to getting to the order window. I think it is easy for Starbucks to succeed because they are specializing in one main thing coffee, other companies may have a harder time trying to train customers.
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Post by joshuabrungart on May 2, 2014 21:45:59 GMT -6
I am not a big coffee drinker and therefore not a Starbuck's customer. If I were a coffee drinker, say someone who usually made their own coffee at home, and one day I went to Starbucks because I was in a hurry or ran out of coffee, and someone corrected me in public,I don't think I would be a returning customer. I would feel ignorant in front of everyone and like I was an outcast who didn't belong to their group because I didn't know their terminology and I surely would never return for the same treatment. Next time, instead, I'd probably go through the McDonald's line to get a iced coffee or something.
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Post by paigecrawford on May 6, 2014 15:11:11 GMT -6
I have never thought of the starbucks lango as "training customers" but I think this is a very interesting concept. This not only makes it easier and quicker for the starbucks workers but it makes the customer have a since of ownership. Then they will carry the lang with them other places and that will ultimately market for the company without the customer even realizing it. This is not a new concept it is used in several businesses, but it is the first time I have really thought of it like this.
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Post by kristendodd1 on May 7, 2014 12:03:56 GMT -6
When customers know what is expected of them it helps out the business to be able to perform better. I think that businesses should train their customers. This makes it easier. To have a certain terminology for customers to use is a great idea that Starbucks did. They were having trouble getting the orders ready in time and therefore developed something for the customers to learn in order to reduce waiting times. Overall, a great idea. No wonder Starbucks is so great!
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