
So Starbucks shut down most of its U.S. coffee shops yesterday. For 3 hours. In the middle of the evening rush. To train its employees. On how to make coffee. The right way. Yeah. I know.
And today Starbucks has a new sign up in its stores: "Your drink should be perfect, every time. If not, let us know and we'll make it right."
But will the closing and the new pledge help Starbucks?
I doubt it. Here's why.
1. Millions of people who had virtually no brand perception of Starbucks before have now caught wind of its latest move. These people are highly unlikely to seek out a cup of Starbucks coffee now - why buy from a company who has apparently admitted inferior quality and employee training?
2. It makes people expect that Starbucks will do the same thing in the future. Now Starbucks will disappoint whether or not it closes stores during business hours to train its workers in the future. If it does, it will seem like the first time didn't work. If it doesn't, it will seem like the first time didn't work.
3. While the pledge is a nice gesture, it makes prospective customers wonder why such a pledge wasn't in place before. It also makes people doubt the current and future quality of Starbucks products.
Do you think Starbucks did the right thing by shutting down its stores to train its coffee makers?








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