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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9b60d0e8be04ddd303838f67c11a11c59d6b9d8c,经常观察他们的日常运营MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jK28y7Wi。我发现实地观察125e188cecd3dbc5f15122a658b18b8a,比读100本管理书籍都管用KjVjOTgzMTFjNGUzY2U=。列四条有意思的现象af53d4ad90a9789f9b9c195fceee5764,和你分享一下65f01e89e334f64b68335e612b9967a7078e5bdb958f63cc7b234e812df396f436fd1c81

617877749965876f23fcaa2067bf55c4

开始前MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iGawtbWi,先问四个问题MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iGawy6Wi,看你是否知道?20dedfa91bbd0c77a8e74768ae811e51a3580b5f

MDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iKyypcei

1. 为什么星巴克的排队模式和别家不一样MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iGawzrWi,顾客都被要求横向排队655150de4dc8157b36f5e3e83f7a824a,而非竖向?58e0e36a053d8bf66e135c307349ca76711f0c86

fbfa00cb4df2d4a571bf3c54165ce8f0633b5700

2. 为什么星巴克陈列柜里的“x云矿泉水”ITVjOTgzMTFjNGQ3NTA=,几乎卖不出去QDVjOTgzMTFjNGQ3NWU=,还天天摆着?MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iKy8taWi

00bf72d1b2a967efaf62b11da42cfbc1

3. 为什么你什么都不买MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iGaxy6Wi,干坐在星巴克77fb4e9353d876a7c75605b1d1241b92,工作人员也不会赶你?MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iKy8y62i

1b1eb062377bcae19368a47d19caaaf12f54951b

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

892b4f7646b392ad95a41a564386ced2

01降低焦虑的方法是让对方看到过程QDVjOTgzMTFjNGQyZDk=

cc8a0cea4a63e16e36ba3ae5ad0c9c978c11c887

星巴克设计横向排队有什么好处呢?9d5b019cd928b111ea33dd10f5501e09

显然KjVjOTgzMTFjNGQ3ODY=,最大的一个好处是4726daa131eac15e890cc0f04c33f4fa,让所有顾客都是面对工作区d784df157c60b2db2230f82f35646b8932f4a357IzVjOTgzMTFjNGQyZjM=

这样JjVjOTgzMTFjNGQ3YWU=,他们能看到工作人员的忙忙碌碌70d35e5e03bd81dd125acb1d2e54932b,一杯又一杯调制而出的咖啡a8c3b008383f598522814740986793e00153f6b3,意味着自己那杯也很快来临JjVjOTgzMTFjNGQ3ZTA=,焦虑感也随之降低11ebb8a48e82cd067da583664daccad49311766eMDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iKy9y7Wi

反之eba64f5546adeeb34fc0c9f80b15f0d3,你回忆一下竖形排队时的心情QDVjOTgzMTFjNGQ4MDA=,大家都会焦急的望向柜台0d69ffe3c0d8f79673afbf1a76e1a466,心理不停的嘀咕ITVjOTgzMTFjNGQ4MWI=,怎么这么慢?IzVjOTgzMTFjNGQzMDM=

QDVjOTgzMTFjNGQzMGM=

JjVjOTgzMTFjNGQzMjg=

7b2fe1a8693ade3876ef33eb3a81baad8158c0d6

MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iK2w27Wi

这样的情景在生活中很常见MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iGewuLWi,塞车时MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iGew27Gi,你会忍不住把头伸出窗外39b567ccb948431064d301bdb2746007c9c4005f,想一探究竟f15be6bbc4cede9a87a711887b6536b289d9d0e0025157abdefff5bd828b82ca562a128b

但是MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iGexqL2i,就算你看到塞车的原因99529d41f24c06a5c8198110103e44e337c3cb75,难道路面情况会好一点吗?QDVjOTgzMTFjNGQzNTM=

当然不能af48d1d1e6bf3be36fd3e031da279794,但你心里会好受些e11c3bc4f1bfbc862f9b8f2cf5808e4229ac53f9。再比如NWM5ODMxMWM0ZDg5MA==,曾有个实验3b9301d5890f3f219dced989fd0c203a2c490c5b,电梯里不显示楼层的变化MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iGe8tbWi,里面的人焦虑感立刻上升了很多5e58098fd5a53ae9b16c4475302244db18c6f05a1ae82ee27d46f9a788a46e3270b5d2da

所以MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iGe8y8-i,你应该明白MDAwMDAwMDAwMH6QhZuFprDcgY1_Yb53n528yKGi,为什么大家在电梯里KjVjOTgzMTFjNGQ4ZTU=,都统一盯着门上变化的楼层显示1d9371e174b4bc191f06e94e1d04650d,那就是在消除焦虑感77d70d9c99e5ad3badda4134654a139423b66007dfdfd510576253686dbcc518

人是唯一拥有控制感的动物JjVjOTgzMTFjNGQ5MDU=,控制感的获得891c59db9c2d97ea2f564a833e374935a44c406f,不仅来源于对事件进程的显性干预200b4cfc1a9b977c4a5645e4128ed89f,也来源于对事件的目所能及MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6jGOw28-iJTVjOTgzMTFjNGQzNmQ=

是的IzVjOTgzMTFjNGQ5M2E=,当你在观察一件事物时8912b6b1dfe4603491b7b35efdacc58f085fc493,就会因此获得了一种控制感MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6jGOxpb2iMDAwMDAwMDAwMHujjtCFtsregYp4m7J6iK2xzrmi

这在现实中有很多可应用的场景MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6jGOxtbGiMDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iK2x28ei

如果你是个创业者MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iGixqK2i,就可以考虑如何把内部运作的流程向客户展示9d9a8ac36a7c18fd1e1f2f43eb56c462,这会极大的提高客户的信任感和参与度ITVjOTgzMTFjNGU0NmI=MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iK2xk72i

比如d99ed4b0af2d1f9a0bc98ef3594c4501,很多饭店的后厨是全透明的cb6c2d9044c44af690961b7b47eec76a,就是让顾客看到整个过程;再比如IzVjOTgzMTFjNGQ5YTY=,为什么“得到”会把内部例会内容公开09794c08faf6833ecf9a052a6040109c,让所有用户看到?就是为了增加用户的参与度嘛742bcdebb364ef775583cae1c17a4d5fMDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iK2ypcei

如果你是个职场人ITVjOTgzMTFjNGQ5YzM=,领导给你布置个工作MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iGi827mi,你就一定要记得在过程中时时汇报KjVjOTgzMTFjNGQ5ZGY=,不要总想着把事搞完后c1fbe1a1db04a987937d93865e98f523ad10589a,有了结果JTVjOTgzMTFjNGQ5ZmI=,再给领导一个surpriseJDVjOTgzMTFjNGU0ODc=a05654d672904490318879f0d0d37196

领导不需要惊喜a6cfb658676cc1fa2db9fc973c0d46db0429a5fd,只需要控制8794c56ae8472bb22a55607cabb4a3de201a42d4f74869aa40a053da05af5dcb

cc30dc7ba5d20ed41f39c456a74599754ed08c18

MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iK28uLWi

QDVjOTgzMTFjNGQzYzA=

02人的主观感受来自于对比59393c6b65884cf025cfa365524d9d21

先揭晓答案a2d0fda7df70b10293865e63808fc8ffa8d46920,星巴克摆放“x云矿泉水”根本不是拿来卖的6cebe5f76d99afde664572b8df17cec4,而是给你看的300933a299ad9a5b68732b4646f0555627955a5f7c28cfd2c9698a7d0d33199db6b4bb8b

“x云矿泉水”在星巴克一般标价20多人民币XjVjOTgzMTFjNGRhMzc=,而星巴克咖啡价格在20-30上下cb98fdfdbadc9dc5fd633731dbe52cbc6dc8dc7dbbd86a95058fdeee16724c0f2cad9ec5

所以6b8e985b64e50190cd237288f89f11ee238f1ea8,“x云矿泉水”只是个陪衬e52db4fb5a159c91d31d0d976ba3f0b4MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iK29qL2i

由此在向你传递一个潜台词:KjVjOTgzMTFjNGQzZWQ=

你看IzVjOTgzMTFjNGRhNjk=,一瓶水都卖20多70ca8b974fdb5045cdb3d7bb5e18aacf52451798,我20到30的咖啡还能算贵吗?8e83ac180b150389bd1313718c8c94d9

这种现象在营销领域很常见f9c4c7710b1ba652ba0ffcf9181b9093,《经济学人》杂志曾说过一个非常经典的案例:dbc869c6d3d053018e84067a834e762dc6c5861c

一家杂志社想推出网络版MDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iZuyta2i,于是找营销专家策划JDVjOTgzMTFjNGRhYWY=,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;682abcf8321fc3359e88bbe37600784e

结果JjVjOTgzMTFjNGRhYzE=,用户大多会选择56美元的网络版MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6jGO827WiMDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iGOwpb2i

但是问题随之而来MDAwMDAwMDAwMH6QhZuFprDcgY1_Yb56fZ2x2KGi,纸质版的没人买90418abb34c5a8a889a8d653751f607e0b0b0e5c,于是又请来一位营销大师MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iZu9tcei,这位大师给了三个方案:MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iGOwqL2i

1、购买网络版要56美元;MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iGOwtcei

2、购买纸质版125美元;00bf99274d39d7f2efbf12b2f70ce4b98bcf7552

3、购买网络加纸质版125美元c7a6f82e73f2a699abc808bd3fbbe9b4MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iGOwy7mi

结果可想而知MDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iZu9y7mi,大家都选第三个方案XjVjOTgzMTFjNGRiMGY=,第二个方案其实就是个陪衬d05984975c8ded50056159cc5ef84aac1d77c149c2567a238f97f5105c06baf8059ebe7753e0fd4d

这一招我们现实中随处可见359178fe7bd4ceb7fd840fc3a6c3400c,如果你留意一下手机话费套餐32b1bf2b6c6a26dd1060420d167ad8c6d6e833ab,就会发现确实存在陪衬者5ef25118eef06d551849b1e52bba6045,只为你做决策方便275927f25e97615bbacaec9cba49c48860c7c6c0905d4d5b81ded5f25234594aeffa313ba0a79c5b

这种“陪衬机制”的底层原理df04cfd15dd1faef75cd7da73f801d8544d71ddb,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3869f64d8956395de032ae4f39d497beKjVjOTgzMTFjNGQ0NTI=

这给我们有什么启发吗?其实很多b183ed1ee2aac1dd5fa3cba6e437e8f3b55d406dMDAwMDAwMDAwMH6QhZuFprDcgY1_Yb53iGSxyKGi

比如7070f5ac5f5d3c9e89c4e395b09717b67039a154,你给领导写报告MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iZyxuKmi,如果时间充足7a76a6625c6832990a9006a917b884c0,第一稿可以糙一点IzVjOTgzMTFjNGRiN2Y=,因为无论怎样5f50bd7b4ec892be192e081fa88c5543c3ef7030,领导看完都会提出意见让你改37962882396d2e7f8be0327f89110bcf,所以第二稿要憋足劲aa1d5685f42d901aaf6cffdcd173780290a42f5f,搞得完美一些QDVjOTgzMTFjNGRiYWY=,对比之下0a264881c76ed33ac4dd700352b4d63f,比第一稿好那么多e482fccef7be7b3d89eb15bccf94b3b4,通过率自然也高XjVjOTgzMTFjNGU1Mzk=XjVjOTgzMTFjNGQ0NjU=

再比如MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iZy8k7mi,如果你是女孩MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iZy9taWi,找闺蜜逛街199af67b45af2c4fb1dc2f2a986421e7,就不能找和你颜值差不多470650bc6eae9b35db5260a5627f4f4515da4a93,要找比你差一点的XjVjOTgzMTFjNGRjMTQ=,道理你自然懂e70bffc2176ba661cb4247f66b0a9b124917293fMDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iGOxy72i

“陪衬机制”在生活中处处有应用的机会KjVjOTgzMTFjNGRjMjE=,只看你是不是个“有心人”了MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jGSxta2ifd3631b43e740925360d7595bc76028b

03经营如做人不要太势利4d52c071cb33712e90928286ab954b22

十几年前MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iZ2wy7Gi,良叔和几个朋友谈事QDVjOTgzMTFjNGRjNDI=,就近找了个星巴克30d86920ed864329599cf49412f5cd8c,但我们几个都是一喝咖啡睡不着的主JjVjOTgzMTFjNGRjNWM=,所以什么都没点XjVjOTgzMTFjNGRjNmY=,只是干坐着a8c144befa3f1bcb3b3af6625e4074b47a46e722743ef0e624ead14426459953711ab3128bd564f0

一位工作人员MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iZ2x262i,走了过来MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iZ2ypa2i,我以为是撵我们走MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iZ2ytaWi,连忙站了起来bb78fc890cb940afb3fa2a309d337c5dMDAwMDAwMDAwMH6QhZuFprDcgY1_Yb53iGeyoqGi

谁知83ac84a7e6afa5aae18cc22440bc76bbdd27f6ca,她笑了笑说:没关系9dadc2396ad46bee1ffdf1bee8e70281,你们坐3db8a042e788ce85928c49646060b9c3,你们坐246229245722e8ec2dccd077221add94。我只是看到桌了上有点污渍MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iZ2828ui,来擦一下MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6jGiytamiMDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iGOytaWi

这下让我感觉挺不好意思JTVjOTgzMTFjNGRjZTE=,于是点了几杯咖啡含量极低的“摩卡”7a69b169d9fbf921f35affda2de82ac0cc4fb114eb47a07bc2033146e6ba9065f1fe8b01

那是我第一次喝星巴克的饮品f9d859594c7bb37d2d2df2641ea4a49d832dc253,却对这家企业顿生好感XjVjOTgzMTFjNGRkMDM=,成为日后的忠实拥趸4293c3ac0f6f2a0734bac48e2606244aMDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iGO8tbGi

本来以为KjVjOTgzMTFjNGRkMTE=,是那位工作人员的个人行为MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iZ6wtbGi,最近有件事更让我觉得不可思议JDVjOTgzMTFjNGU5Y2I=1c08d36557ab96c3cf5dd3427e9f4278

良叔经常在深圳书城星巴克写文章MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iZ6wy6Wi,而且有个御用宝位KjVjOTgzMTFjNGRkNTA=,安静、景色佳72f99dfe5297d265ba0fc8988f93c43ab1ecb577,可最近一直被一名流浪汉占据cb0f0dadfb85ec3b536092ce4164da2a9e94b6af67de80aa6b9fb90029bbd8eb49db347b

是的f61c4657bca6e1d4b888e60f82d1b4d4e06a8f46,你没看错JjVjOTgzMTFjNGRkOGI=,真的是名流浪汉JTVjOTgzMTFjNGRkOTk=,很年轻3c0d9d74bc6c2558640eec060e7b0b775b7ffd42,但头发几乎能挤出油MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iZ68uLGi,整天一身油污满身的衣服b2e9b44ec6c403b965a3f3ade9b13832JTVjOTgzMTFjNGQ0YzU=

一连两个月MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iZ68y8-i,都占据我的宝位MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iZ6828ei,而且什么东西都不点51488f90cb6aa94078331f3648fdf201,只是坐在那里8498a36ddf0e7f9a2aa74dcd13d492b2f57532e3,看手机里的动画片NWM5ODMxMWM0ZGUwMQ==,一待一上午MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jGi9tc-i。但是8eddfc6f10f5a2b8415422d8cbf86475866e547e,工作人员对他却置之不理MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iZ-wtbmi,甚至在店内分发免费饮品时NWM5ODMxMWM0ZGUzNg==,也给他也分一小杯......65e23740d5ad9839bc7a72aeccab553cac52ef7d

我问一名工作人员af34ae6e339a4fd16b88749f6699ec9f15e0ed56,这人什么都不点JDVjOTgzMTFjNGRlNTY=,一坐两个月的人MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iZ-xtcui,你们也不赶走MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iZ-xy8-i,为什么?NWM5ODMxMWM0ZDRkOA==

她说:“这是公司规定MDAwMDAwMDAwMHujjtCFtsregYp4m7J6iZ-xk62i,只要在店里坐的人3f22ed4adb85e44ea9ece7e35c28b9cfead73823,都是顾客29212054d8787b2c772f70f7a9b0ef6b。”KjVjOTgzMTFjNGQ0ZTk=

这句话8f49702a7a4d3cb4f4bc1feff5837dc1,还是小小颠覆了我对经营的认知c857393f3bd741c49b40aa90056dba041acaade5MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iGO9uK2i

放眼多数的餐厅、茶饮060d8136f0e9a1ca0a84c4962ad3804e3841e2d5,很少会让你白坐MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iZ-8y8-i,没一会儿店员就会问你要喝点什么e6a408d4ec65ac8f783d6a017cb23312aacf94ad,如果你说什么都不要XjVjOTgzMTFjNGRlZGU=,对方马上会说:“不好意思4a8a233f1f5a0f0183bddb8582bb481f,不消费不能白坐MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6jZuwta2i。”ITVjOTgzMTFjNGQ1MDQ=

哪怕当下一个顾客也没有XjVjOTgzMTFjNGRlZjY=,店家也会下逐客令d8c4ab6aa8a71c397cde51c99b51edd0MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iGSwpb2i

这就是格局不够大b10d6a973657e4a23eed09137b659df20fba860e,只把真正花钱的才当顾客51c6675c9e125eb8453acc3cce4bbc805ad3cbd2,而忽视了那些潜在的消费者5639d62484367c5c36e8de0ca764aa8fKjVjOTgzMTFjNGQ1MWQ=

人家坐久了MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iaCwtc-i,多数人都会花销bf10f3feaacacabdc62a19dfcb704a55d9e0bf98,这不就有转化率了吗?就算别人不消费41fff0df2837bc22987fde5f5fa382057ff1ac03,最起码也给商家攒个人气啊MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iaCwk72i,路过的人看到你热火朝天MDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iaCxtaWi,就有进来的冲动5393dff058fd2a9767436b78637264e592ea53367fbfdd5685c6dfc830dae8399c31e0e7

你看就是这样1ff2a6dc0d5d83beeba860eeb0d19249,做生意和做人一样63e4d7126250e24a3820e0bd10cbf24c,不要太势利MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jZuxta2ia6824fc4f0c3af17febea45ec574f111

人这一生很漫长XjVjOTgzMTFjNGRmN2M=,说不好谁会成为你的贵人MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jZuxy7Gi。之前MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iaCxk7Wi,看到一篇文章IzVjOTgzMTFjNGRmOGM=,说刚刚离职MDAwMDAwMDAwMIijjtCFtsregYp4m7J6iaCyqLWi,就被很多同事拉黑941056de275598107af1a11d34e0476e。我觉得那些同事真的好傻c576f70b27e51178d67d4a8a9711063d,多个朋友多条路MDAwMDAwMDAwMH6QhZuFprDcgY1_Yb56kZywyKGi,这句话什么时候都适用JjVjOTgzMTFjNGVhOTQ=f7982ab7875b012bef5d6d13443872e7105d5893

良叔以前在500强时有个习惯73f76b366a6c89c6961af8a6b016f0fbad308439,但凡有离职的同事d30d4e5b6cc2a36e25d5089aff5d5c88f367fa2a,我都会发个信息KjVjOTgzMTFjNGRmZTU=,道声别974e1e3314fb915b1419051485867835,说声保持联系30eb5262ef8ceb73acfd6326dd3479cc591c954a63860e74e47085bf6d39e0f5f38049b3b0816d59

因为这些出去的人就是一个个窗口啊27027300d3ecab92f985756f60208836,他们在外面混得如何MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iaC9y72i,不也给你的未来做个参照吗?MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6iGSxy7Gi

后来良叔出来创业48c98568ad545954ef4a9e1f2416be0e4ae40907,就是得到了一位离职同事的帮助19ade291dd9ea37f0c1dfb2452861ac2418104d9,他几年前创业做培训5843564713cf66b74d2e7162c3889d7811625772。我是踩着他的脚印一步步走来MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6jKqwta2i,还真省了不少劲ITVjOTgzMTFjNGVhYzE=MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6iGSxzrWi

所以NWM5ODMxMWM0ZTAyMg==,我老妈以前说“人缘是攒出来的”bc8fa8cedd94d397e595af1018c0cfd6。现在想想还真有道理QDVjOTgzMTFjNGUwMmI=,就像星巴克的理念71a84e7d8567c54a98113bd80ac3f68c,来的就是客a548708d8db67f118f71595f66e7d68c,现在不消费af044260def69344a0ca23326f1267f7,但终究有消费的机会MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jZu9pamiMDAwMDAwMDAwMHqNjtCFtsregYp4m7J6iGSx27mi

bb65384f65e5841c9874db817c33b3f931d16057

04狼性文化不如人性文化MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6iGSypbmi

去年过年期间8ddf170622959743ce182b557db94eae3acdcebc,我在欢乐海岸星巴克JjVjOTgzMTFjNGUwNTc=,旁边来了一个中年妇女8e6a8e82d015d1225218894ed5fcc1ec,带着两个娃b9879f6c9b80b15c10d8f136721b45db6252ea46,她衣着华丽80b8898bc5561db867dba27c7c4b924df2d3f527,穿金戴银b6207e0fec3e72d76b0505ebe1b1ab3fXjVjOTgzMTFjNGQ1OTI=

只是她嗓门大了些KjVjOTgzMTFjNGUwN2U=,一直大声呵责那俩熊孩子IzVjOTgzMTFjNGUwODY=,引来很多人侧望076e6bf55adc53b38385fffb17134d2574f3e47f4f699265d257c6f124ca912a77381d37475eea5d

没一会儿6652183391e199bdf11934ee0c1e5ad3,其中一熊娃把饮料打翻了f0cc12c18a113b3a25d6b9832b256e00be14052b,那妇女又尖叫起来ITVjOTgzMTFjNGUwYTQ=,给了娃两巴掌JDVjOTgzMTFjNGUwYWM=,娃哇哇大哭c0961a071fc4ab1b0f8a8bc1816ff9fb25b01af24fba1ba907f339fa4cc9719584acd604

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!”804746097c780b6fd0a5eca80cbcc1fe

结果XjVjOTgzMTFjNGUwYjQ=,柜台内的几个工作人员04fd3b2111af3c316cbfcf7c3979f800,没一个理她MDAwMDAwMDAwMIijjtCFtsregYp4m7J6jZywtb2i700eef6898f6cf29a94d48c3a9c98413c27b35fd

于是JjVjOTgzMTFjNGUwZjM=,她走向柜台4a9e339dc0fa731aac82788d0fd541e91e3af218,对着最近的工作人员嗓道:“服务员!我叫你呢NWM5ODMxMWM0ZTExNg==,你装着没听见吗?”05ca77241c6705b2022c045c6cf539f24625c371

那女孩环顾左右XjVjOTgzMTFjNGUxMjQ=,一脸懵懂回到:“我不知道你在叫谁?我们这儿没有服务员beafaf8c8b7044aaa1af464cdbcc45b9cd6f904b,只有咖啡师3e4bda2fc754c497ca20b7f05e9e0d7a。”JDVjOTgzMTFjNGQ1ZGM=

妇女威胁到:“你怎么这种服务态度JjVjOTgzMTFjNGUxNDA=,不想让别人再来了吗?”KjVjOTgzMTFjNGQ1ZTQ=

女孩微微一笑说:“请便7d963d75f8e8abc0f79df41d769778e944701052。”fe53bbc1a9390488126ec5a9379b9fb7198891b1

亲眼看到这一幕f3b8bdd0f90165d927d08faf41b29ff2,心里默默给那女孩点赞79ba100b5675f281c2483e548bbd0a1812c248d0IzVjOTgzMTFjNGQ1ZjU=

日常中4df9b3483ef35ad911083a447257e81d696448ea,你也会发现20a274aa1bc6de6bc99105bceca9f988,星巴克的服务员MDAwMDAwMDAwMIijjtCFtsregYp4m7J6jKuxzqmi,不MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jKux28ui,咖啡师MDAwMDAwMDAwMIijjtCFtsregYp4m7J6jKuypc-i,不像海底捞那般的热情2193e11dd26631ec1ae45bfe3e85b40f,当然也不是冷冰冰MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jKu8tcui,而是和你平起平坐79971acfcfaf9d2c8320476723921b66d0304c51dc47c2b35c718d62adc9427c

他们不会因为你是顾客就刻意讨好你JDVjOTgzMTFjNGUxYzU=,这其实就是企业文化的体现2451180b0e7ea0b22ffe31640c69c11eIzVjOTgzMTFjNGQ2MDY=

星巴克中国区人力资源副总裁余华曾说过a8ef9f29fa86919048002fe581b45962b227cc3c,企业内部从来不称呼“店员”或“员工”KjVjOTgzMTFjNGUxZTA=,而是称“伙伴”(Partner)MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6jKu9ta2i,就是想让每个人之间是彼此尊重721b79980729e47285304c3ce0729d6a567e5e96JTVjOTgzMTFjNGQ2MGU=

这种人性文化c47406498c66ae7287456f81a4315492,也许就是咖啡师们不太热情63b252b428fac4aae27071231a2c2634a72d4fbe,却又恰如其分的原因MDAwMDAwMDAwMIijjtCFtsregYp4m7J6jZyxk72i5ef1b7b2b0d6cb941625c1ba4175a25b

相比较而言7ad833d3ffea68377fe97fc0e88f3929,我极讨厌很多企业崇尚的“狼性文化”MDAwMDAwMDAwMHqNjtCFtsregYp4m7J6jKywy6Wi,而且“狼性文化”往往会演变成一种“狼狗文化”NWM5ODMxMWM0ZWJhOA==KjVjOTgzMTFjNGQ2MWY=

怎么说呢?他们期望员工对待纪律的统一性像狼JjVjOTgzMTFjNGUyM2Q=,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afb793c82bd3a790d50aac3f1195ced065614937,但又希望员工对待客户的迎合度像狗793dd18e36b9980990569c8489306dbad44b7223d568f373551edf7a6d68b7c0

这一会儿狼性MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6jKyxqLWi,一会儿狗性的MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6jKyxuKmi,员工不分裂吗c28df30a529cb17fa1ab99e0e81afb7e70bfc3e7,为啥就不能让他们拥有“人性”e0150be7d5e48cdac7342b2a48d5e1eeaad1e17a6670458a3d36e865a095de71f32468824075d089

我的MBA管理学教授说过一句话MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jKyx28-i,我很认可JTVjOTgzMTFjNGUyOTI=,他说:“管理就像教育小孩afee7ae8b62b9f6f713ac7a4b96878495494fdd9,身体力行大于说教680b67e3e86ed5560f25d4fc7f0f3beaff9ba706,你对员工啥样MDAwMDAwMDAwMHmzjtCFtsregYp4m7J6jKy8y6Wi,员工也会对客户啥样QDVjOTgzMTFjNGViZGE=。”e7e7cc7dae655e0432b0060b1efb6214

想想也是吧efbea04c3393889aa0214505be3c70aaaf24b70d,你一嘴的仁义道德MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jKy8k7mi,却对员工百般苛刻db3c7517de194b9b98b05e03e78b1711795bcfe3,你还能指望员工对客户好到哪里?多半是能骗一个算一个MDAwMDAwMDAwMIF9jtCFtsregYp4m7J6jZy9qLGi586209cabe14341cb5a4208d8de7ed81

最后81b62f9cea7bed128e52cd71e0adf17f71c92fd6,吃亏的到底是谁?MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6iGWxpbGi

所以这件事对我的启发是MDAwMDAwMDAwMHqjjtCFtsregYp4m7J6jKy9y7mi,无论经营还是管理MDAwMDAwMDAwMHujjtCFtsregYp4m7J6jK2wpbGi,无论对待客户还是对待员工MDAwMDAwMDAwMHp9jtCFtsregYp4m7J6jK2wqL2i,都还是回归本性好些MDAwMDAwMDAwMH6QhZuFprDcgY1_Yb6KgZ-82KGife4559d2864c9b3d4cb0b55fafce63c4cc8eebde

不能因为员工身处底层50659f967cfb9e1868dbc53b80dee4301339fadd,你就飞扬跋扈;也不要因为客户手握财源dd7c7ee400700a781795c5768f561955,你就媚颜百献ccb2805e982cf3303013663f259dd916QDVjOTgzMTFjNGQ2Njg=

对人实实在在bd3350177739c8cfedc0e764ef7b42a16b25fff4,把该做的做好f5f387eb4ada3a7b89ef31d9e751a920,比啥都强XjVjOTgzMTFjNGVjMTc=。也别再鼓吹什么“狼性文化”1ccebd0315a8ce288873be47d69075dd,这个年代更需要的是“人性文化”NWM5ODMxMWM0ZWMyYw==12930530b654ad1a78556127f7a015bd

关于作者:徐大维ef29ac13f9098813b27d27577639f601,知名培训顾问5bbc8d3191b0e2a39782497adb506c037f38be3f,原平安集团渠道总监9ce99cd962dd3774c7f6485c952e4f32,香港理工大学管理硕士XjVjOTgzMTFjNGUzYWM=,简书签约作者NWM5ODMxMWM0ZWMzYw==。公众号:良大师(ID:lang-da-shi)2cc7c179c49811878fd701420cdaed4d63858652fa415b8f687831e57b8cd5df36ee872293d558a3

MDAwMDAwMDAwMH6QhZuFprDcgY1_Yb53kGexyKGi

ENDQDVjOTgzMTFjNGQ2OWI=

KjVjOTgzMTFjNGQ2YTk=

0dc875aa6c94e966385a16a060bbc2bcf9ba1bf1

MDAwMDAwMDAwMHmNjtCFtsregYp4m7J6iGW826Wi

22c35f06c13d20b1d561579a92f0867e6927f0a2

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