All Products, All Channels, All Times...

Good morning... What can I get for you?

I trust you had a good weekend... I did make a stop at my local Starbucks this weekend. I also noticed something... Having devoted myself to the two-tailed mermaid for such a long time, I noticed that some habits are hard to get rid of. I found myself still being aware that customers have approached the merchandise wall. I found myself wanting to help the customers there that no one at the counter seemed to want to come out and help. I found myself wanting to sell that machine... to educate and "Connect, Discover, Respond" appropriately...

After all of that I found myself wanting to coach those partners and that manager.

I also found myself tidying up the condiment bar even though I didn't make the mess... I wanted to fill the cream and empty the garbage... I did at least push it down. I found myself wanting to fill up the sugars with the back stock.

The line went out the door and I found myself wanting to have them open up the 2nd register to clear up the bottleneck. All Products, All Channels, All the time...

There once was an initiative at Starbucks for managers to push for spreading out their transactions across each of their registers. To make sure they were generating a sufficient level of labor by generating transactions at every register. I remember partners competing to get customers at their registers to show they could ring up faster. I remember monitoring "register splits" to see if the bean counter (which doesn't have a register any longer) was doing it's part. I also remember that the bar then became backed up because partners got so focused on their register, that they forgot to help out the end of the line...

All Products, All Channels, All Times...

So in my transition out of the organization, I promise to:

• not pick up after myself or others at the condiment bar
• keep an eye on the merch wall or acknowledge customers within 30 seconds
• to help your customers when you won't
• to face your merchandise (even though I know it looks better and prevents theft)
• to empty your overflowing garbage

In return, please leave me 1 and a half inches of room for cream in my drip when I ask for it instead of the 2mm you always leave me now... that way I won't have to pour it in your garbage.

Hey... you have a good day... We'll see you tomorrow for your usual.

Pat Nerr...

P.S.... I'll e-mail Jim Alling today to let him know he won by a handy margin.