I was watching a video over at the Harvard Business Review and they were talking about how Starbucks did a good job of training their customers to act as employees. Anne Morriss (aside from having too many letters in both of her names) gave the example of this training when she recounted the experience that many have had at Starbucks.
I’m sure you’ve experienced this, or did, perhaps several years ago. You walk in to your local Starbucks and say you want a “small cold blended coffee” and they shout back “short coffee frappuccino.”
“Oh no, I got the names wrong.” the power of this is that Starbucks, if you knew it or not, was educating you. Continue reading

