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为什么星巴克的员工都不太热情?背后这4点值得深思

我是星巴克的常客652f74946c6e0e84424a5758a5a97c79,经常观察他们的日常运营5dc5e86fc639cfbd5505bf15f00d976c。我发现实地观察MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6hZ-wtami,比读100本管理书籍都管用MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iGSxpbGi。列四条有意思的现象4761826480b4e851dee51418941d55e7,和你分享一下76600212af30137b142391745bc99666b94afa9b60bfd67d48d052b48489dad0

87519d78ff173811b34634594206d5b9ef02a94f

开始前MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6hZ-wy6mi,先问四个问题8e1353631136f84e68109fc6728eb9ee,看你是否知道?NWM0N2MwYjYwY2EzNA==

QDVjNDdjMGI2MGNhM2U=

1. 为什么星巴克的排队模式和别家不一样2bc1563fce325124d8e5c4a0f34905f7,顾客都被要求横向排队XjVjNDdjMGI2MGNlNDE=,而非竖向?MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6hZuwk72i

686be1613f57ddd835a40d6c5adf7cc5

2. 为什么星巴克陈列柜里的“x云矿泉水”KjVjNDdjMGI2MGNlNDk=,几乎卖不出去MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ-xqKmi,还天天摆着?NWM0N2MwYjYwY2E1Yg==

f1a309857b3754fe29ac29f70b9d53b2dcc398d0

3. 为什么你什么都不买MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6hZ-xtbmi,干坐在星巴克JDVjNDdjMGI2MGNlNjM=,工作人员也不会赶你?MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZuxy7mi

ea75f65b0d0eb153fbf86583dfa61000ddc9b364

4. 为什么星巴克的工作人员没那么热情?MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZux28ui

MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6hZuypaWi

01降低焦虑的方法是让对方看到过程MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6hZuypcui

MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZuytami

星巴克设计横向排队有什么好处呢?a01569ae591380b458f7d52cb633db04

显然MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZ-xy7Wi,最大的一个好处是d2d496ab4b34d2b84ec41cebc1a31a5d4f5af385,让所有顾客都是面对工作区IzVjNDdjMGI2MGQ1NWM=NWM0N2MwYjYwY2FhOA==

这样1b5498b678e3fc0186a0c61ad49ffa06,他们能看到工作人员的忙忙碌碌MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZ-xk7mi,一杯又一杯调制而出的咖啡MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZ-ypcei,意味着自己那杯也很快来临XjVjNDdjMGI2MGNlOTU=,焦虑感也随之降低MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53jGS9yKGiJjVjNDdjMGI2MGNhYjE=

反之bcd322f498ed119acb8716a5213af565,你回忆一下竖形排队时的心情41d40e14b7da8a0f6956086da5fa91ac,大家都会焦急的望向柜台9169c8a4b83bc36a45df37c43343aca0369bdb49,心理不停的嘀咕MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZ-8uK2i,怎么这么慢?0b349f2a6eb05645876a00671fe4fc20

6da24414cdde4de1f196850b6a2e056c7adeb527

ITVjNDdjMGI2MGNhYzc=

JDVjNDdjMGI2MGNhZDE=

d6d928d11e157174531ae9225612d0e01ebf9266

这样的情景在生活中很常见MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ-8y62i,塞车时MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZ-8zq2i,你会忍不住把头伸出窗外JTVjNDdjMGI2MGNlY2Y=,想一探究竟MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iGSxy8eiMDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZu9pc-i

但是cab7b94e46962accf3678ea8a2ba8a66,就算你看到塞车的原因MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ-9pcui,难道路面情况会好一点吗?ITVjNDdjMGI2MGNhZTk=

当然不能79ba89ab4513d83bb522319d0906ddde,但你心里会好受些ad176f73bef51d01a4d7fb2710c5259d3f012ffe。再比如1643f6a157bad05b178433830c366643e9f02b84,曾有个实验7eac0b051837d5c5a620d2cde21c3094,电梯里不显示楼层的变化ITVjNDdjMGI2MGNlZmI=,里面的人焦虑感立刻上升了很多XjVjNDdjMGI2MGQ1ODE=JTVjNDdjMGI2MGNhZjE=

所以cc1a9c81c615e40c858b8fe9870c1d83,你应该明白7216b342ccbfc4438cf4c8c8d5362c58,为什么大家在电梯里MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6haCwqL2i,都统一盯着门上变化的楼层显示70c85c2c74db58bd0313de75c135d899,那就是在消除焦虑感b431bb9141a96da3d13c689e02ff7c3253f66a134f2fe7ae05ce6592b09f1a2c561238ace7c3fc63

人是唯一拥有控制感的动物1946ef6c59e3fae2a7b055237b4ff4a9db73fd19,控制感的获得MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6haCwy8ui,不仅来源于对事件进程的显性干预15fe1b6eb183f65b90fc0c845df84b6e,也来源于对事件的目所能及e5af3d2a5742a14bff758cff4c42c9077d4bfe27QDVjNDdjMGI2MGNiMDE=

是的XjVjNDdjMGI2MGNmNDE=,当你在观察一件事物时ff417adf7df437b66f6b5a90fe6d4c961bfab498,就会因此获得了一种控制感MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iGSytami9dff6d969cfe8b15016e95ea21467a79ed8ff188

这在现实中有很多可应用的场景MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iGSytcuiXjVjNDdjMGI2MGNiMTI=

如果你是个创业者19163aa02037fbaa9ac5ca97f99628d0,就可以考虑如何把内部运作的流程向客户展示715b7d24044e68ccc206f3baf72b080f,这会极大的提高客户的信任感和参与度e846dfb17d1ca87c81f8e369d6bd783cc29e749fcc6dec46b35f2f5e4ae07efa

比如MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6haCxuKmi,很多饭店的后厨是全透明的MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6haCxy7Wi,就是让顾客看到整个过程;再比如a0d219509458e45c7db395f3ec6076688f0bce60,为什么“得到”会把内部例会内容公开MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6haCx27Gi,让所有用户看到?就是为了增加用户的参与度嘛MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iGS8tceiJTVjNDdjMGI2MGNiMjE=

如果你是个职场人JTVjNDdjMGI2MGNmODM=,领导给你布置个工作ITVjNDdjMGI2MGNmOGU=,你就一定要记得在过程中时时汇报b0ec117cac9d49f931b743dfb5277c32bd5d9bbe,不要总想着把事搞完后JDVjNDdjMGI2MGNmYTA=,有了结果56d3dfb86221750f5df30855c20871de9a0f0678,再给领导一个surpriseQDVjNDdjMGI2MGQ1YjY=6ae245d2a8b1a416d9b17623f0e5a2d4

领导不需要惊喜JjVjNDdjMGI2MGNmYjI=,只需要控制969556c47a7af7eae54dcfa626e10405MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZywy8-i

XjVjNDdjMGI2MGNiMzc=

KjVjNDdjMGI2MGNiM2U=

0c1782943d180eaa404c44d4dc27f5c8699cea1d

02人的主观感受来自于对比NWM0N2MwYjYwY2I1MA==

先揭晓答案3c8f20b33d7b3196dd08f2bc2c72db7cefab5304,星巴克摆放“x云矿泉水”根本不是拿来卖的e1043f323308768691128c50b964c7b41b4f0bec,而是给你看的MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iGS8zr2iMDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZyxtami

“x云矿泉水”在星巴克一般标价20多人民币646751b26e5078d43c23bd8738a195f0b1cf3c39,而星巴克咖啡价格在20-30上下MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iGS8272iXjVjNDdjMGI2MGNiNjI=

所以MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6haC828-i,“x云矿泉水”只是个陪衬JjVjNDdjMGI2MGNmZDk=MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6hZyxy7Gi

由此在向你传递一个潜台词:0072ccbe857cb595712b3364cfe30d3c

你看2aab7e19aef61ab02bdd99f0831f49c9f363469d,一瓶水都卖20多NWM0N2MwYjYwY2ZmNA==,我20到30的咖啡还能算贵吗?MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6hZyx262i

这种现象在营销领域很常见516c0cf7beb155eac6aeae347259a2f9,《经济学人》杂志曾说过一个非常经典的案例:MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6hZyx28-i

一家杂志社想推出网络版15909f4cb341f22b594b3e79e349483981ba25a0,于是找营销专家策划MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53eKqx2KGi,专家做了两个方案:1、购买网络版要56美元;2、购买网络加纸质版125美元;NWM0N2MwYjYwY2I4OA==

结果IzVjNDdjMGI2MGQwMTc=,用户大多会选择56美元的网络版MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53jZ29yKGie2e4e7ac2c740388763513165f59f5ca

但是问题随之而来MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iKqwtcui,纸质版的没人买4d7de78d0106c7006cdd0e48b098c60ff046365b,于是又请来一位营销大师26ae431f74b9939e4d772cf38d8a93fe79da801d,这位大师给了三个方案:MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZyytami

1、购买网络版要56美元;db65cae112cb3fb6629fa70ca2d71509

2、购买纸质版125美元;86c12b9c17a12ec363d471e1e8c3c67e

3、购买网络加纸质版125美元fcf4e3546e1204cb8fd45c9d5513975dfa4fd415bca0de72f6051088fb04dd81275c2235

结果可想而知917261847a75f67e7ba142e9381cd602cdaebfbf,大家都选第三个方案NWM0N2MwYjYwZDA0Mg==,第二个方案其实就是个陪衬NWM0N2MwYjYwZDVlYw==MDAwMDAwMDAwMH6QhZaElLDbjaCLqL1lgZywsqGi

这一招我们现实中随处可见a9993041e45f95bea310f7f19bbed450,如果你留意一下手机话费套餐0827e67ef6a2f2480698863d8da6613c53cbb2b7,就会发现确实存在陪衬者MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iKqxtbWi,只为你做决策方便bd1d6dd7f80c432c36f24de60a6f274295e123f266060fa7f5f834dbccd7e50b

这种“陪衬机制”的底层原理18f777157e4e5058531e5c80d54e76f0,就是诺贝尔得主卡尼曼所揭示的:人类的主观感受主要来自对比5a8b2f9c0faa1a2c0833ea51b89edec5a2cbb024b33e843424b9cb9eb5ef73fe08aeac42

这给我们有什么启发吗?其实很多JTVjNDdjMGI2MGQ2MDQ=6c4c0d2a6e70f85fc99b1986b11c9239

比如MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iKqxy7mi,你给领导写报告MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53eGW9sqGi,如果时间充足205b6fbd93f277517d6b11bbec2b1bb4,第一稿可以糙一点MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iKqxk72i,因为无论怎样QDVjNDdjMGI2MGQwOGY=,领导看完都会提出意见让你改300637dae3b45a874026adba40cc401b903efa1b,所以第二稿要憋足劲XjVjNDdjMGI2MGQwOWQ=,搞得完美一些MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iKqyuLmi,对比之下17d7ed4561e952ce87bdffcc605aec6005b92d4f,比第一稿好那么多MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iKq8uL2i,通过率自然也高KjVjNDdjMGI2MGQ2MGI=MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZy9pbGi

再比如7a1e8b449d42933cad9ecd95f6f8b8da,如果你是女孩IzVjNDdjMGI2MGQwYzU=,找闺蜜逛街c38b4a49486b23c415e7d33cfec2f4adcf913b3e,就不能找和你颜值差不多JDVjNDdjMGI2MGQwZDM=,要找比你差一点的5ef791d46b7c2a2f2ec28e2fdeb637c2,道理你自然懂8c17d0fe5547b7a578c06bf538743d438fa100c8MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZy9qK2i

“陪衬机制”在生活中处处有应用的机会JDVjNDdjMGI2MGQwZTE=,只看你是不是个“有心人”了MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53kKuxsqGiXjVjNDdjMGI2MGNiZWU=

03经营如做人不要太势利30396d46a843005dfdee0bf5f734e0ec31859a25

十几年前MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iKq9ta2i,良叔和几个朋友谈事5fab680d1c47fa665084d444129bc99b,就近找了个星巴克MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iKq9y62i,但我们几个都是一喝咖啡睡不着的主4240144b2836c29575f65dcd0ad2bf8f,所以什么都没点MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iKuwpbGi,只是干坐着b4962b834640510bd26ed1087023650aa7c926f8JTVjNDdjMGI2MGNiZmQ=

一位工作人员MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iKuwqKmi,走了过来6d75fa38839d95ad4f152ca734ef1186a6496c88,我以为是撵我们走MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53fKu8yKGi,连忙站了起来JjVjNDdjMGI2MGQ2MmI=587d80d23e27fe363090641aaea069861c52ee4d

谁知QDVjNDdjMGI2MGQxMmM=,她笑了笑说:没关系JTVjNDdjMGI2MGQxMzM=,你们坐QDVjNDdjMGI2MGQxM2E=,你们坐08fb332c19f43dc6dfd31aabb6ffb4778452c5e9。我只是看到桌了上有点污渍175b7ff81b65994db52ae9af5901c63d,来擦一下9499fd8c5ba19fc1da90219f051c6246MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ2wqK2i

这下让我感觉挺不好意思c8405fc46e23276ea18f22e05db8727f,于是点了几杯咖啡含量极低的“摩卡”MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53kK282KGiee3fb9150ebc20587aee6678f41ca1b1

那是我第一次喝星巴克的饮品MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iKuxpc-i,却对这家企业顿生好感086b7f777629bdde96113da199d56bfe3666d2d6,成为日后的忠实拥趸5e8ed54a50ebc4649bfcad57c9a89c94aff5196f60c9303244e4ec30d5db7869

本来以为MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iKuxuKmi,是那位工作人员的个人行为MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iKuxy6mi,最近有件事更让我觉得不可思议MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iGWxqK2if9bac5a18efab9f7fde85a214ac48c9aa5c13f4d

良叔经常在深圳书城星巴克写文章937239a8c1c4b1a91b9df0ed9cbe91506f78b873,而且有个御用宝位MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iKuxzr2i,安静、景色佳ceecb51246a7f1e854d56ff27730c864,可最近一直被一名流浪汉占据2381d7ccd48d2b8c21083cd5a67288f8MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6hZ2wzq2i

是的QDVjNDdjMGI2MGQxODk=,你没看错09963d96867c346787acd69ecf333e92d9d72c20,真的是名流浪汉MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iKuytbGi,很年轻3ec8312d3ab82aac1f02371942b150c8,但头发几乎能挤出油MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iKu8ta2i,整天一身油污满身的衣服d46216ba3053fd083a50b90793b21f65ae26557eMDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6hZ2w262i

一连两个月JTVjNDdjMGI2MGQxYjM=,都占据我的宝位MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53fZyxyKGi,而且什么东西都不点IzVjNDdjMGI2MGQxYzY=,只是坐在那里0a67e695605be5976340b583c045c291d4160be7,看手机里的动画片da59cfc0c38ec407dd22c9a392baee31,一待一上午JTVjNDdjMGI2MGQ2NmQ=。但是ce3222a9e6adf36ea0888f0367812488c08cedc2,工作人员对他却置之不理MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iKu9taWi,甚至在店内分发免费饮品时d1289b069f06cbf7667fa3b011daf4e213c270bf,也给他也分一小杯......JjVjNDdjMGI2MGNjNGU=

我问一名工作人员QDVjNDdjMGI2MGQxZmE=,这人什么都不点6030c3c486119a8b4e29bb4832326851,一坐两个月的人b1121ad968795a30308a23f73c30c8c873af11c2,你们也不赶走28d5684ce294dad152c8fd7b1e36ab36,为什么?624436077383d429ac681f2ff67323ee24beb9a7

她说:“这是公司规定ITVjNDdjMGI2MGQyMWQ=,只要在店里坐的人MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iKywuLmi,都是顾客MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iGWxzrmi。”5d1d8c542de544d328c1973572fb742b90fc4286

这句话4e24922ae4cb59c1e9a1da7981f24eb5,还是小小颠覆了我对经营的认知d793462ae876d36411787756e5b4594ebcb5b49632b30957d3a86eb56c7389953ed74deb

放眼多数的餐厅、茶饮01855657343f4a82da815cd124780e0c52a52e8e,很少会让你白坐MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iKyw27mi,没一会儿店员就会问你要喝点什么5758cd54df47b4b61e16970ead29f09a64c1e329,如果你说什么都不要18e110a0e2d3368e058d6c37c1404ecb,对方马上会说:“不好意思JjVjNDdjMGI2MGQyNTQ=,不消费不能白坐29bb5dbfd9cd865d0247e3da1b0eaa15f2946b98。”0304aec47d377fb22310613d4720c14f8c6eed16

哪怕当下一个顾客也没有NWM0N2MwYjYwZDI2MA==,店家也会下逐客令IzVjNDdjMGI2MGQ2OGM=JDVjNDdjMGI2MGNjYTM=

这就是格局不够大62cfe66cc20db9ed49b3956ecd2de33075b8b4b1,只把真正花钱的才当顾客a371e60f53f0901a156e14a112df23ad,而忽视了那些潜在的消费者MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iGWyqLWi16a5a583ed0122cdaf6b3b34bdf92927

人家坐久了IzVjNDdjMGI2MGQyNzY=,多数人都会花销6c8a3a684b2fff42779030c0f4cb614e,这不就有转化率了吗?就算别人不消费NWM0N2MwYjYwZDI4NQ==,最起码也给商家攒个人气啊f0e89baa3eeb65e99d91e30c5515988ca134ba5a,路过的人看到你热火朝天QDVjNDdjMGI2MGQyOTk=,就有进来的冲动MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iGWytbWi68c4727e7cc397ee595684552bb59ea266ac0030

你看就是这样JjVjNDdjMGI2MGQyYTA=,做生意和做人一样MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iKy8tami,不要太势利31bed935819181ebd84bc0c7e5ee52b865e15b20e5238f9d7b33272af768dfedd07c72fbf2b4621e

人这一生很漫长MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iKy8tcui,说不好谁会成为你的贵人MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53kZuxoqGi。之前46a90603f5f3f2fe5b9a8fb30f5741ef8e64c9ff,看到一篇文章QDVjNDdjMGI2MGQyYzA=,说刚刚离职MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iKy826mi,就被很多同事拉黑e5d911f2bc2452fb1137a145dcffd4c89dab6433。我觉得那些同事真的好傻5548dde022aec94835959d453b40ba79,多个朋友多条路f21892fe26cf1dd602c61993b5abfabc,这句话什么时候都适用27f93bad3aea3046193e3ef645035068006f568e3be068556a79712609fd31d6c9f92b3f475ad45b

良叔以前在500强时有个习惯f4aaf9aee5d20a1ec4ad5ae5855da2cd98c60008,但凡有离职的同事XjVjNDdjMGI2MGQyZWM=,我都会发个信息7b6d020d2677c23c4f24872a96d1ea0da05ab0c6,道声别MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iKy9y72i,说声保持联系4262d88b46dff6d1366a9a3b56c7a952ffbbb28170ffcf09b0bcd4a11c16024e61afcf93

因为这些出去的人就是一个个窗口啊0692abee6a6736836120477d3d948cae24d03e92,他们在外面混得如何MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iK2wpb2i,不也给你的未来做个参照吗?MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ29qK2i

后来良叔出来创业MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6iK2wqL2i,就是得到了一位离职同事的帮助MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iK2wtcui,他几年前创业做培训383afbc75e07f2da9f4d85051119836f。我是踩着他的脚印一步步走来0f3b5e28d62d3396d058a11504370836df4681f3,还真省了不少劲472cc8d357b835696baf87c23d142f3f43aa6c7ecd37275cce940b5b7a74504f1651c025

所以MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53hKy9sqGi,我老妈以前说“人缘是攒出来的”ITVjNDdjMGI2MGQ2ZDc=。现在想想还真有道理cdbeaacd4c79a752e70fb85ced14caeb466e23e9,就像星巴克的理念529420c751cc16b0f0f00cd601cb78f3,来的就是客ITVjNDdjMGI2MGQzNDk=,现在不消费ITVjNDdjMGI2MGQzNTA=,但终究有消费的机会ITVjNDdjMGI2MGQ2ZGU=7e272bc96fd5a07011051cabf8f7eee9a6c76287

00fe600509162c3ac8bde21a5e8c8068

04狼性文化不如人性文化MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6hZ29zq2i

去年过年期间6d18ae6478633c738c420db11e8ec880,我在欢乐海岸星巴克02005dd4799f443079e28da97e51306c,旁边来了一个中年妇女718d66ff58a2316ac2b8c6c92a3559c0f7afa814,带着两个娃MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iK2xy8ui,她衣着华丽QDVjNDdjMGI2MGQzNzk=,穿金戴银8f293ae79f0ed6bfb8fec22cb3653d17b1fa5e56QDVjNDdjMGI2MGNkMGQ=

只是她嗓门大了些MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iK2xk6mi,一直大声呵责那俩熊孩子QDVjNDdjMGI2MGQzODg=,引来很多人侧望057a6d90728de7e7320aa1817130291a4c4c4cb3537837028167238b108f679fe86dc78e

没一会儿0604d1077c255444cc825fd7b9d30e7834fcfdd6,其中一熊娃把饮料打翻了ITVjNDdjMGI2MGQzOTg=,那妇女又尖叫起来JTVjNDdjMGI2MGQzYTA=,给了娃两巴掌XjVjNDdjMGI2MGQzYTc=,娃哇哇大哭e008a37856bcf1966a7f4202cf010603708619a7ef4950f013dc06edb10447c0

妇女气急败坏的对着柜台大声:“服务员!服务员!快拿抹布过来啊!”MDAwMDAwMDAwMIijjtCEpsfOgX17Y7F6hZ6wuLGi

结果9a35aa38c23e2ab15e8a50813e21e903271dade1,柜台内的几个工作人员MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iK28uL2i,没一个理她b33bf993055e7d360a551bdf4742e249ITVjNDdjMGI2MGNkMjk=

于是JTVjNDdjMGI2MGQzYmQ=,她走向柜台66c353bfa649a9f8019e1b932bb8ea35,对着最近的工作人员嗓道:“服务员!我叫你呢MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iK2828ei,你装着没听见吗?”9683842bb307817a89d28716bdcd48aea0a43dde

那女孩环顾左右MDAwMDAwMDAwMHmzjtCEpsfOgX17Y7F6iK29pami,一脸懵懂回到:“我不知道你在叫谁?我们这儿没有服务员d40954374d880d94f1075198d407df4e,只有咖啡师2ff903411dddd84c5dffdb9b0a1abee8。”ITVjNDdjMGI2MGNkM2E=

妇女威胁到:“你怎么这种服务态度MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iK29tbmi,不想让别人再来了吗?”MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6hZ6wk62i

女孩微微一笑说:“请便f15149a167f1e3be47986080cc9d70a9。”MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6hZ6xpbGi

亲眼看到这一幕8ed168d861f64965ec5ae43666dd107e8b188b55,心里默默给那女孩点赞IzVjNDdjMGI2MGQ3MWE=1101c0f6b98a6d17965c205733195916

日常中6b594d2dfd41acdbcea47417979a8f0d07c05837,你也会发现894a5cf00636e7a29dac9a705b233236,星巴克的服务员MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iGOwpbmi,不7c1dea69dcc147bd4bad9bafcfcc359f,咖啡师KjVjNDdjMGI2MGQ0MWI=,不像海底捞那般的热情MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iGOwuLGi,当然也不是冷冰冰007699b0678e426c52b089d72e9a0e9ae11bf75a,而是和你平起平坐MDAwMDAwMDAwMHqNjtCEpsfOgX17Y7F6iGawuK2iMDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ6xtbGi

他们不会因为你是顾客就刻意讨好你IzVjNDdjMGI2MGQ0MzU=,这其实就是企业文化的体现9d3f1ba30d9696896591369207e889580c8123fbMDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6hZ6xuKmi

星巴克中国区人力资源副总裁余华曾说过MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iGOw272i,企业内部从来不称呼“店员”或“员工”f056a68974fc30db5a0d10963b2830c375d6934e,而是称“伙伴”(Partner)715fc535e1c045721303e4ed32ef6ddc8c280785,就是想让每个人之间是彼此尊重MDAwMDAwMDAwMIF9jtCEpsfOgX17Y7F6iGawzrGie4709712eef64a0e2f00139259fcc3579816737c

这种人性文化MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iGOxqK2i,也许就是咖啡师们不太热情fdb583e7d5982cb09b8138307b0ab29226e6b337,却又恰如其分的原因JDVjNDdjMGI2MGQ3M2M=MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6hZ6xzq2i

相比较而言6f017d4396dbbf36135ed0ed0665cf440d943e5e,我极讨厌很多企业崇尚的“狼性文化”bb8141d2e9b20a007c73c2cc74bf2d0e0b705766,而且“狼性文化”往往会演变成一种“狼狗文化”bf898d68cb066bb65f5054138b28efad2380c38aMDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6hZ6x27Gi

怎么说呢?他们期望员工对待纪律的统一性像狼2337e56e14702263296f0031e4300ea4,但又有希望员工对待公司的忠诚度像狗;他们期望员工对待竞争的进取心像狼QDVjNDdjMGI2MGQ0NzQ=,但又希望员工对待客户的迎合度像狗9cdfc76b8faa807a9f67cfcc14c40555c99c746417b9304f1210c02396d8157b

这一会儿狼性0ba68bf9f25500ca06b1e6d5a63b0a38,一会儿狗性的b71c20bc2d69f54d9fc3f56d3bc41ebf,员工不分裂吗QDVjNDdjMGI2MGQ0OGU=,为啥就不能让他们拥有“人性”MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iGaxqLmiXjVjNDdjMGI2MGNkOGE=

我的MBA管理学教授说过一句话KjVjNDdjMGI2MGQ0OTU=,我很认可ec4bc742c73147ccd7c2f57ca238d36c5ed5f394,他说:“管理就像教育小孩XjVjNDdjMGI2MGQ0YTc=,身体力行大于说教30a6b485713c4c674724cb77fd3931bb6d43809d,你对员工啥样ITVjNDdjMGI2MGQ0YjU=,员工也会对客户啥样f0819595475dbb5fab716c678028ddda394d889e。”09f3cdc2743581f30ac4602f8703de5a9d286611

想想也是吧bc68980a7515938ecd2af0c3d2836a7bbcebe2fd,你一嘴的仁义道德7774d720a744d7149c7fca5595e6ae33,却对员工百般苛刻MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iGO8272i,你还能指望员工对客户好到哪里?多半是能骗一个算一个MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iGaxy6Wi006863c689bd766f5d4c09524e92e5be

最后cf22fb40692b873c30e38c3b81ebf07f,吃亏的到底是谁?MDAwMDAwMDAwMH6QhZaElLDbjaCLqL1liZuwoqGi

所以这件事对我的启发是f81ce3500ef4d66cc7e633d94fb9b8411f0901a3,无论经营还是管理f001619e1d0a08cfe3bc91173651152e,无论对待客户还是对待员工8dac304a4c0b5fbf4757ea7c7f8ec334,都还是回归本性好些MDAwMDAwMDAwMH6QhZaElLDbjaCLqL53mmWysqGie6d268611937dbde08d4659b1a469e26

不能因为员工身处底层MDAwMDAwMDAwMHqjjtCEpsfOgX17Y7F6iGO9y7Wi,你就飞扬跋扈;也不要因为客户手握财源c2efee14c5f0953f6a94f79f847ae7f12a8ec8a4,你就媚颜百献bdf6ab33c0a3785270f51b7aa635ff40d17ce102MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6hZ68y6Wi

对人实实在在MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iGSwpbmi,把该做的做好MDAwMDAwMDAwMHujjtCEpsfOgX17Y7F6iGSwqLmi,比啥都强XjVjNDdjMGI2MGQ3ODQ=。也别再鼓吹什么“狼性文化”3e32844fe54e55c5afc0ee3ba4fbea0a33d696c0,这个年代更需要的是“人性文化”22a0cdbf61b32365ce737ece6ed3d6288ce3e565QDVjNDdjMGI2MGNkYzI=

关于作者:徐大维74085d7c09466efb3995d62771dcb6b8,知名培训顾问MDAwMDAwMDAwMHp9jtCEpsfOgX17Y7F6iGSwy7Gi,原平安集团渠道总监8de649fe478fb84ec4d7f44e3ab72809,香港理工大学管理硕士JjVjNDdjMGI2MGQ1Mzc=,简书签约作者MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6iGayqLWi。公众号:良大师(ID:lang-da-shi)73d4c540f04ede0ed724a5e87e1b39315bff30f9a6d37c57932b562d59f9ea816ebbb145

JjVjNDdjMGI2MGNkZDQ=

END72eb9ff722b11d63568300c7d281f112d7aaf520

MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6hZ69taWi

KjVjNDdjMGI2MGNkZWY=

3d6a635f710d69aed02d4c89f4a76cd5

MDAwMDAwMDAwMHmNjtCEpsfOgX17Y7F6hZ69y8-i

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