Training is done to help employees recognize an upset customer and develop the habits to respond to it effectively. This is done through the habit loop by introducing routines for handling a cue of an unhappy customer. I plan to review these books as well, but highly recommend you read them in the meantime.ĭuhigg provides an example about how Starbucks teaches its employees “willpower habit loops” to handle difficult customer interactions. He is a personal hero of mine and a leader that I greatly admire. As a quick aside, I have read both books by former Starbucks CEO Howard Schultz about the company, Pour Your Heart Into It and Onward. My favorite example he uses to describe the habits of great organizations is Starbucks. He has a number of case studies in how the loop works and how great organizations hardwire successful habits into their teams. By understanding it and braking the cycle, humans can change their habits and take better control of them. In the book, Duhigg reviews how humans develop habits through a clear loop of cue-routine-reward. There was one particular chapter of the book that stood out to me as a lesson in leadership. I read The Power of Habit by Charles Duhigg a few years ago and enjoyed it.
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