Starbucks is doing something right. In addition to brewing a good cup of java, the coffee chain has become an industry standard for excellent product knowledge and service, as well as employee satisfaction. How do they do it?
Perhaps it’s because Starbucks is one of the few Fortune 500 companies that spends more on employee training than on advertising. All baristas complete a certification program and are given tools to help with on-the-job knowledge, including the Coffee Passport and the Green Apron Book, both of which contain concise information about different drinks and tuck discreetly into the barista’s apron pocket.