Horst Schulze

What we certified earlier, we talked about it, every employee on problem resolution.

We certified every employee, 24,000 employees around the world.

And they said, the first thing is you listen to the complaint, you listen, 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, 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.

But it doesn't matter.

Of course.

Because you as a leader, you establish culture.

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 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.