Resistance Wed, Jan 14, 2015
I've been reading a book that Jordan loaned me called The Starbucks Experience: 5 Principles of Turning Ordinary into Extraordinary. There is a great section on "resistance", how to embrace it and how to avoid it when necessary. I love this quote from it:
"Nothing in nature grows without facing limiting forces. Seeds meet the resistance of the earth's crust. Trees are resisted by the wind. Animals are limited by other animals. Businesses and individuals, particularly those that grow and develop rapidly, meet the resistance of a dynamic market and social forces. Starbucks has expanded at an almost unheard-of rate. That growth...has put its leadership face to face with much opposition. Resistance to a company or a product is often the direct result of a lack of information about the company or its product or service. To be successful, Starbucks had to distinguish the quality of its coffee from what the Japanese consumer had previously experienced. Management did this, in large measure, by educating Japanese coffee drinkers on the difference between canned or instant coffee and aromatic, gourmet varieties. Don't mind criticism. If it is untrue, disregard it; if unfair, keep from irritation; if it is ignorant, smile; if it is justified, it is not criticism -- learn from it."
The way we learn from it (and the way Starbucks also learned) is improving where we need to, but also communicating better. I commend you all for the patience you always show with guests and your ability to communicate the criticism away. Very impressive!