Starbucks' Handwritten Notes: A New Way to Connect with Customers
Starbucks Corp. (SBUX) is implementing a new policy to enhance customer connection through personalized notes on takeaway cups. These messages have been rolled out since late January, aiming to brighten customers' days.
Positive Reactions and Concerns
The notes have received mixed reactions. While some customers have expressed appreciation, others have questioned the sincerity of the messages given the new policy. The potential for inappropriate or offensive notes has also raised concerns.
Starbucks' Declining Sales
The personalized notes are part of Starbucks' efforts to revitalize sales, which have been affected by price increases, boycotts, and long wait times. CEO Brian Niccol is implementing various changes, including new ceramic mugs and macchiato art, to make Starbucks a more attractive destination.
Implementation Details
The policy requires employees to write short notes or draw simple designs on cups. Examples include smiley faces, customer names, and well wishes. Starbucks will allocate additional hours to stores to facilitate this task.
Staffing and Other Concerns
Some workers have expressed concerns about the notes slowing down service, especially during peak hours. The company is also testing a new staffing approach in select stores to ensure adequate order handling.
Employee Creativity and Inspiration
The open-ended nature of the policy has challenged some employees' creativity. However, social media platforms provide inspiration and examples of successful notes.