Horst Schulze

then you show empathy, and then you apologize as if it was your own, but you own it, and then you make amends.

And 50% is not an amend.

A situation like that, we will not, of course, we will not charge you.

Of course, not we give you 50%, no, of course, we will not charge you because we mess up.

Of course.

Because you as a leader, you establish...

the philosophy comes from you because people immediately copy you and it goes all the way down.

And if you do something negative, they think you want that.

That's it.

Or standards are gone.

That's why I say that you don't compromise standards.

You own the standards as a leader.

You own the standards.

But coming down all to a simple thing,

I cannot expect my thousands of Starbucks to all, each one be singly trained by me, but they all know, they all should know, here's the standard, we are here to care for people.

They have to know that.

And they have to be reminded of that.

We remind, those 20 things,

You cannot go to work.

You will be reminded of one of them today.