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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081e56c49ce32a7b224a4abb35fb9f4e,经常观察他们的日常运营MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGi8272i。我发现实地观察4da1c2e8046bc9f04b169a7fd4581b16,比读100本管理书籍都管用c9c8f12a1341c2819856c7e99f420b8f55f68a08。列四条有意思的现象ITVjOTdhNmIyMmEyZDY=,和你分享一下JjVjOTdhNmIyMmE5ZGU=3b7a2bec43936473d9159ffd9a471dd90e84b019

ca54039772ac83484514729e98e4f658

开始前XjVjOTdhNmIyMmEyZGY=,先问四个问题MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfKy9taWi,看你是否知道?08b143d31e6225fa1a1ab0ec4661762e

XjVjOTdhNmIyMjllZjQ=

1. 为什么星巴克的排队模式和别家不一样MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfKy9tcui,顾客都被要求横向排队ITVjOTdhNmIyMmEyZjg=,而非竖向?2828157f05712251158ee9c64a02e107

MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGdo5-9zr2i

2. 为什么星巴克陈列柜里的“x云矿泉水”d883d8a5169a0092aec5f379acb3a085,几乎卖不出去ITVjOTdhNmIyMmEzMGE=,还天天摆着?NWM5N2E2YjIyOWYxOQ==

ae74089df4c71ba9596053d2cde05618

3. 为什么你什么都不买NWM5N2E2YjIyYTMxMg==,干坐在星巴克4f9a9d2b01b6a19a778d95d36dae815a,工作人员也不会赶你?0f8901220bbc7f8381dace564ea4f5f1fe830214

8e844cff9531c6de32c18177f318f7d1

4. 为什么星巴克的工作人员没那么热情?MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGdo6Cw272i

a08cd11a43af4b041ac671a06b75f7aec8de17b7

01降低焦虑的方法是让对方看到过程JDVjOTdhNmIyMjlmNGY=

129476538d2488ae2840780a6973a186

星巴克设计横向排队有什么好处呢?ITVjOTdhNmIyMjlmNjU=

显然5688fd3587afc38865324c9ffdc9c30c,最大的一个好处是JTVjOTdhNmIyMmEzMmE=,让所有顾客都是面对工作区MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfGi9qL2i35a06ba87212b3896fcd9bb92299d336

这样MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfK2wzq2i,他们能看到工作人员的忙忙碌碌XjVjOTdhNmIyMmEzMzk=,一杯又一杯调制而出的咖啡IzVjOTdhNmIyMmEzNDA=,意味着自己那杯也很快来临110b04d334ab12047bb50c7392f2fda269c01b20,焦虑感也随之降低0fd2d96e0d4eea8eead1ef929f3965269e90e7baMDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGdo6Cxzrmi

反之MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfK2xpcui,你回忆一下竖形排队时的心情7c7324f1486e4ed9f3d2b19fe7fb35b6e9ef8bc1,大家都会焦急的望向柜台13f8a9514482ccf216e89abc25542725,心理不停的嘀咕90242ea021929ec635cc1e0e50093b290bb12682,怎么这么慢?14fa6ad0ab855c286caf9885bf58085aaaf42392

MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGdo6Cxk7Wi

58cedf5f6d3e2f5bea2bc497ce20634d

MDAwMDAwMDAwMH6QhZuElKiWjaB7qrOKkGiwoqGi

XjVjOTdhNmIyMjlmOWQ=

这样的情景在生活中很常见MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfK2xy72i,塞车时MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HhGawsqGi,你会忍不住把头伸出窗外MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfK2x28-i,想一探究竟MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGi9uL2ie08f2b84d218b3368d247de0305ab0a4

但是MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfK2ypa2i,就算你看到塞车的原因ITVjOTdhNmIyMmEzOTA=,难道路面情况会好一点吗?MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGdo6C8tcei

当然不能3ffe9e927321d4fba2ec8eccbe71323f805ddc23,但你心里会好受些QDVjOTdhNmIyMmE5ZmM=。再比如ITVjOTdhNmIyMmEzYTA=,曾有个实验MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfK28tami,电梯里不显示楼层的变化f4177573d857bf16425d54180d5278baeee77eb8,里面的人焦虑感立刻上升了很多JjVjOTdhNmIyMmFhMDM=MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGdo6C8uL2i

所以XjVjOTdhNmIyMmEzYmQ=,你应该明白54105449762ba5cbe33ec3351ee4d5eb,为什么大家在电梯里7cadf4c1466ca17a5a06ab078984e707eb7e168b,都统一盯着门上变化的楼层显示ITVjOTdhNmIyMmEzZDI=,那就是在消除焦虑感e9d23a88aa0c0e337689f938cb58bf934940d8c9XjVjOTdhNmIyMjlmYmM=

人是唯一拥有控制感的动物a75643d111e6a1c4969c6110dade4dc4050ad958,控制感的获得KjVjOTdhNmIyMmEzZTI=,不仅来源于对事件进程的显性干预4902fd9e93106ab9c2300a4e6d2c1b8e,也来源于对事件的目所能及MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfZuwqK2iMDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGdo6C8zrWi

是的QDVjOTdhNmIyMmEzZjM=,当你在观察一件事物时d728551053ce8c678883f0279ec783e1,就会因此获得了一种控制感0deeef32e86334418326f7ad1a4d1368MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGdo6C827Wi

这在现实中有很多可应用的场景KjVjOTdhNmIyMmFhMjQ=MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGdo6C8k62i

如果你是个创业者348cd6dd00a0b4b14a9ce559a89497d5,就可以考虑如何把内部运作的流程向客户展示dcaffc70be0c6e4b1a0a5661521c9c71,这会极大的提高客户的信任感和参与度MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfZuwy7miIzVjOTdhNmIyMjlmZDg=

比如MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGOwqLWi,很多饭店的后厨是全透明的d4204c0422621cbdd65c2259032c368a,就是让顾客看到整个过程;再比如MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGOwuL2i,为什么“得到”会把内部例会内容公开XjVjOTdhNmIyMmE0MmY=,让所有用户看到?就是为了增加用户的参与度嘛a43210901e2d4b5adba4065b289706a15c783c0c59ce0a02c70cd07ac41014bd

如果你是个职场人JjVjOTdhNmIyMmE0MzY=,领导给你布置个工作e7c73858d79a4319477c46e3353e220f4b9f4038,你就一定要记得在过程中时时汇报QDVjOTdhNmIyMmE0NDY=,不要总想着把事搞完后25ce59f917d3179ee6c2b8b19cb4d5819a48cb8f,有了结果KjVjOTdhNmIyMmE0NTQ=,再给领导一个surpriseMDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfZuw272i1237389953a6a65a7e3b21c328fe5bc0

领导不需要惊喜ce5a8d0ca2aa7da3a1e569858e9e7131,只需要控制MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfZuwk7miMDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGdo6C9tcui

2733531ec886a62d5ca6989b6da39b12

d143474015aacdd11d83504b71b71a3c58c79be2

5dbe14468b493f879fd68008ec6bc6cb764ad5e1

02人的主观感受来自于对比XjVjOTdhNmIyMmEwMTA=

先揭晓答案53cb553dacfc73d88337823596b6ac6d,星巴克摆放“x云矿泉水”根本不是拿来卖的MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGOxy7mi,而是给你看的15093068df7256aa24a7f0e2084b25ce992cd793JDVjOTdhNmIyMmEwMTc=

“x云矿泉水”在星巴克一般标价20多人民币64dcae8bb7aceabda7419aa50dfeb61d,而星巴克咖啡价格在20-30上下QDVjOTdhNmIyMmFhNTY=b40e0a53b097ed04f88508614cf4f81d76e2c18d

所以0ebbf609d4fc61dc4619cb12a0c79bf3,“x云矿泉水”只是个陪衬04008a3ad5f3f03b066272fcee9a8623JDVjOTdhNmIyMmEwMmE=

由此在向你传递一个潜台词:QDVjOTdhNmIyMmEwMzM=

你看573b8ea85596bd4cc67e8db53f26e65db9798490,一瓶水都卖20多85f2ab4ec40a8fb57a4083df4487b08c,我20到30的咖啡还能算贵吗?1edde862902f6a34c476eca0bae6f03260de772b

这种现象在营销领域很常见KjVjOTdhNmIyMmE0OWM=,《经济学人》杂志曾说过一个非常经典的案例:MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfKqwk7Wi

一家杂志社想推出网络版5288da07bc2c840a2beccfdee6ba3babb62d8725,于是找营销专家策划de8d06b2c5d521eaac5986394020f2efcebe9c04,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;XjVjOTdhNmIyMmEwNGY=

结果MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGO8uL2i,用户大多会选择56美元的网络版479f93c45db2bbb9ee80bcc1a5f7b3beMDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfKqxtaWi

但是问题随之而来cd6789f91628fdb606df11c639002e2eab75a751,纸质版的没人买MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfGO8262i,于是又请来一位营销大师MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGO8k62i,这位大师给了三个方案:ITVjOTdhNmIyMmEwNWU=

1、购买网络版要56美元;ITVjOTdhNmIyMmEwNjc=

2、购买纸质版125美元;MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HeGWysqGi

3、购买网络加纸质版125美元c5ca21194f80fefa7fd99d8e874237917498149dMDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HeGaxsqGi

结果可想而知96c8681cdc219ff5a9ddd05a5c5882079f3fa541,大家都选第三个方案0ceefa5a3348c46fd690a10488077ccd2fdcf4d3,第二个方案其实就是个陪衬MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfZuxy8uiMDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfKqxk7Gi

这一招我们现实中随处可见NWM5N2E2YjIyYTRlZA==,如果你留意一下手机话费套餐MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfGO9uLmi,就会发现确实存在陪衬者c7d2f0302eab769ad16acd68d4efde8e,只为你做决策方便c493810f30f46e2e5868abccbf800ee84fa73be152d81569b1b6c390fab0125d

这种“陪衬机制”的底层原理MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGO9zrWi,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b4df0e48a20162ac8415a27f02701d0fd821fd2d69361f417d3f7d0ddcebb067053e229f

这给我们有什么启发吗?其实很多055b9e70920a5f2e4c18933c688687e4888f1e008741b2289315ffb74d86fb10771118d8

比如MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfGSwpbWi,你给领导写报告NWM5N2E2YjIyYTUxMg==,如果时间充足QDVjOTdhNmIyMmE1MWE=,第一稿可以糙一点MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGSwuK2i,因为无论怎样KjVjOTdhNmIyMmE1Mjg=,领导看完都会提出意见让你改b90c0ca0337fa9b46f1acb3521511257,所以第二稿要憋足劲XjVjOTdhNmIyMmE1MzY=,搞得完美一些6750e21101b56f92be7e565019bfbd17f7389771,对比之下8f9758bd4aaf62f161c8c2febf31e7aa,比第一稿好那么多e2ac2baacb4e787a317fafbe9637e4db485ff241,通过率自然也高ITVjOTdhNmIyMmFhOTM=25cca10fe76c3a16fdccd2effb9e8e2ba03aad9b

再比如MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfGSxtbmi,如果你是女孩MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfGSxuLmi,找闺蜜逛街MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGSxy7mi,就不能找和你颜值差不多d7e3aed159803d99c807e32cee78f6def0ce1627,要找比你差一点的MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGSx27Gi,道理你自然懂8854b7934bf56467a19728927110bd6fedd570bb3fd2a0d1510698224201632142cd76f8

“陪衬机制”在生活中处处有应用的机会MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HjGa82KGi,只看你是不是个“有心人”了dce9e91b2dce70c501a0caf023813bfa389204c2cd362838aabd2929e04dfc55

03经营如做人不要太势利19223b98bcc45c7ba459b3b671b730075254e1bc

十几年前JjVjOTdhNmIyMmE1OGM=,良叔和几个朋友谈事66abc66998dab5a8a83bc64b1729f63f,就近找了个星巴克a7beb3ece54c3ab29101740624bdd6cffd6c86f2,但我们几个都是一喝咖啡睡不着的主QDVjOTdhNmIyMmE1YTM=,所以什么都没点1e355a5fdf31130db9d8d67afa01cfabc7132531,只是干坐着XjVjOTdhNmIyMmFhYWE=MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfKq826mi

一位工作人员5ac7fa7d637a56352444ebf1cc111e5aa1a53597,走了过来MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGS8y7Wi,我以为是撵我们走MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGS8zrWi,连忙站了起来51f4a871842254a10f874f51911ca751e77d426298fc43e258735543205a1146

谁知a239f734892ee1ffa10ce034cf42ec8c,她笑了笑说:没关系KjVjOTdhNmIyMmE1ZDE=,你们坐9f47bdf46ada1b07d7b28b94708f5b83,你们坐2eab71dcd6c3781b93b73fbd73cede175547d360。我只是看到桌了上有点污渍b092f529752f041965ec11f91250b9ea46148f59,来擦一下MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfZu8y8-iMDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfKq8k72i

这下让我感觉挺不好意思MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGS9taWi,于是点了几杯咖啡含量极低的“摩卡”JjVjOTdhNmIyMmFhYzY=KjVjOTdhNmIyMmEwZTA=

那是我第一次喝星巴克的饮品MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGS9tcei,却对这家企业顿生好感MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGS9y6Wi,成为日后的忠实拥趸5e56548e9364f809061a9cf675495a86bf908973a957c604c0b3a3e0df5b2fbeda151b42dc14256b

本来以为d5ee8b6d3c67531e962f7a75c3843bdf,是那位工作人员的个人行为MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HkKqwsqGi,最近有件事更让我觉得不可思议MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfZu8k7miMDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfKq9tc-i

良叔经常在深圳书城星巴克写文章JDVjOTdhNmIyMmE2MTE=,而且有个御用宝位79f72fee11c901f67e97e02157398aff04e93af8,安静、景色佳0e903ea3668fd472b0ee94038bf1e82e20c03e80,可最近一直被一名流浪汉占据bf10a562465888ec9e83d17bb0c2b28fb3b46d833e7de8fb8b36e3d0dc2cd31c695b0905

是的ITVjOTdhNmIyMmE2MzE=,你没看错QDVjOTdhNmIyMmE2Mzg=,真的是名流浪汉MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfGWw28-i,很年轻b6a4b3451edc6ab3d824ad6c906f8fb6,但头发几乎能挤出油ddf798d2b3de4623b2622f5e752c139c,整天一身油污满身的衣服068634e529ee1cf4964790ecb125acd250e34c5dMDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfKq9zqmi

一连两个月MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfGWxta2i,都占据我的宝位MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HkGS8yKGi,而且什么东西都不点70ee1980d202002301015e67c26186690598f0a8,只是坐在那里90a3e8e9118f0557810d205d9162134538424c3f,看手机里的动画片b3f3bf880513bf49a9c87819dea75541,一待一上午913d79196f75ac8a556d4493c0d9df2a。但是MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGWxk7Gi,工作人员对他却置之不理MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGWypbGi,甚至在店内分发免费饮品时98a6843115c4e035ff1ccda61f6ad03491c8d5a8,也给他也分一小杯......ca83d7b38339aad8d85d9a1d69eec402814d501d

我问一名工作人员8cf14da8b1b00608ab387e32265f50a02b6f0779,这人什么都不点MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGWytcui,一坐两个月的人7334fbc24154109b1ff16cf6085c8db7,你们也不赶走e0de0d394b5e5b819b165f8bea7b2704,为什么?MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfKuwuLWi

她说:“这是公司规定JjVjOTdhNmIyMmE2YjU=,只要在店里坐的人a2d0316e9c5fd6330fdd44ace13b7ea9,都是顾客JTVjOTdhNmIyMmFhZjQ=。”bce257b55341a24fad206aca729bf551

这句话54531db3b6813bc7dc230fd40db34d8f99983357,还是小小颠覆了我对经营的认知IzVjOTdhNmIyMmFhZmQ=c951e8b5ec102fccf41ff7c8b90eab961e9568fb

放眼多数的餐厅、茶饮14b1dff7a8a976a28fd6cb4653177bad,很少会让你白坐8772dd20c7fb115588e4798fd77f30d0,没一会儿店员就会问你要喝点什么24cd4b3ecbd88d420a78cc467fe0745debc5af26,如果你说什么都不要6213a0356c61df4e524e1e7fc9721b809aa0a393,对方马上会说:“不好意思92b4d680ca475c715e87f8569ee0de5d52ece886,不消费不能白坐094c3367d064d7aaad835cae6be4f34883c20047。”IzVjOTdhNmIyMmExNDU=

哪怕当下一个顾客也没有34632427cf60c40f5ac84f0fc70bf2a8,店家也会下逐客令9302bb1e53f2c41c0c794dfa1e18fdee7ce07e10c1819f866880f272501c885771835f979fe09a8c

这就是格局不够大ea5720a093963a4b127a752bc4103bb3,只把真正花钱的才当顾客f73f9832043019bb909f88dca0af7503bf282617,而忽视了那些潜在的消费者JjVjOTdhNmIyMmFiMTg=1760f7cb8050fbe031ffa399c0b912c63b877f7c

人家坐久了ITVjOTdhNmIyMmE3MGU=,多数人都会花销JTVjOTdhNmIyMmE3MTU=,这不就有转化率了吗?就算别人不消费b91ea2c9545161a8148cb6eb9b993ecb5f1201ab,最起码也给商家攒个人气啊ITVjOTdhNmIyMmE3MjQ=,路过的人看到你热火朝天QDVjOTdhNmIyMmE3MmI=,就有进来的冲动6f0dc50e13be21ee6600bcd4407a2090a9576b257b3b85b5afef4fbb29fc9065a53f6b94

你看就是这样692fd929eb3b725dcfc83ab130843ec1,做生意和做人一样70cb167be1ac25860d539c18f53cb58dc83b02e2,不要太势利MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfZywy7Wi0edf9fec28d95ad1b41b28dee48ca8ac765bcef6

人这一生很漫长a4bb4b4afdd4ffe8995b78b5bc86e8ea122d3c83,说不好谁会成为你的贵人MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfZywzq2i。之前MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGaxpb2i,看到一篇文章MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGaxqL2i,说刚刚离职IzVjOTdhNmIyMmE3NjA=,就被很多同事拉黑a47a797d27269d52f232a4bf0ae16608。我觉得那些同事真的好傻MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGaxy6mi,多个朋友多条路ITVjOTdhNmIyMmE3NmU=,这句话什么时候都适用e2f35227b1b1fc4fcadf1daca188498eMDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfKuxy8ui

良叔以前在500强时有个习惯ITVjOTdhNmIyMmE3Nzc=,但凡有离职的同事JDVjOTdhNmIyMmE3ODA=,我都会发个信息MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HmmewyKGi,道声别929ad61ffac0a8fb0047a1092787c42d,说声保持联系f0328ad7d6403dac98fec5451119dcbd8f8aa4e2917f5656ca44456e7564a43882342f79

因为这些出去的人就是一个个窗口啊c79d612c3ec01854d646330e9974d0fb6559be19,他们在外面混得如何50315e1cf9f50c9daa87b2a59b560969,不也给你的未来做个参照吗?MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfKux28ei

后来良叔出来创业MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGa8tami,就是得到了一位离职同事的帮助KjVjOTdhNmIyMmE3YWU=,他几年前创业做培训ac20e1db4f2f72c0b654e24664db745713c821c3。我是踩着他的脚印一步步走来3fd4d2319d381c64d76dfc80b6126865219041a0,还真省了不少劲MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfZyxtamiMDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfKuypa2i

所以72303e9c4224c0bef9700f09672040f6,我老妈以前说“人缘是攒出来的”8a6a2afb9403ee54ca5ce0379518df4e90efcc84。现在想想还真有道理JDVjOTdhNmIyMmE3Yzc=,就像星巴克的理念MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGa828ui,来的就是客JjVjOTdhNmIyMmE3ZDU=,现在不消费MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGa9pb2i,但终究有消费的机会JjVjOTdhNmIyMmFiNmE=c91cf635b9e21104f3e9592fad4071fe

JDVjOTdhNmIyMmExOWM=

04狼性文化不如人性文化ba57f8683cddca70729a1768638b5476

去年过年期间33b5ecf7f43c06cb2e796d6f58e0dca5,我在欢乐海岸星巴克f547d41849610f3a373c80f64ba17f749bfd8e2f,旁边来了一个中年妇女f49a6b0e54d491892b0c964dcb0cd5d5,带着两个娃4fa2862dab8cf068f455d91f160cbedb2e930808,她衣着华丽7069ce740a0f8e2e973489d27ac74fb0c5be1439,穿金戴银MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfZyxzq2ia9a922d1b9d2748085c6cdeef0423c4d05b63af7

只是她嗓门大了些8c25a652f2d21405120735cf1f81953c,一直大声呵责那俩熊孩子QDVjOTdhNmIyMmE4MTc=,引来很多人侧望JTVjOTdhNmIyMmFiNzg=IzVjOTdhNmIyMmExYjk=

没一会儿KjVjOTdhNmIyMmE4MWU=,其中一熊娃把饮料打翻了MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGewuL2i,那妇女又尖叫起来481000c54b5c2dbbddfcbc968f425c58,给了娃两巴掌b3254813973353e0e12ac7e5cf7aadaeb8274fab,娃哇哇大哭JDVjOTdhNmIyMmFiN2Y=QDVjOTdhNmIyMmExYzI=

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!”MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfKu827Gi

结果ee313d3165ebc474a4cec82d29415f23,柜台内的几个工作人员fd2f1888e62a5891cbd7a194c2cff7c1,没一个理她JDVjOTdhNmIyMmFiODY=ITVjOTdhNmIyMmExZDQ=

于是21071536a82d71d3d99ffe4e9e91aef28763e879,她走向柜台ITVjOTdhNmIyMmE4NWU=,对着最近的工作人员嗓道:“服务员!我叫你呢8e3c0c673ffa3e003d78189c37665dc8,你装着没听见吗?”MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfKu9pbmi

那女孩环顾左右6626d862cdd2032244ac12409adb047201b586d4,一脸懵懂回到:“我不知道你在叫谁?我们这儿没有服务员MDAwMDAwMDAwMIijjtCFtsfMgqN7qrGgfGex26Wi,只有咖啡师MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfZyypcei。”MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfKu9taWi

妇女威胁到:“你怎么这种服务态度JDVjOTdhNmIyMmE4N2Y=,不想让别人再来了吗?”MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfKu9tc-i

女孩微微一笑说:“请便MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfZyyqLmi。”d5cb20834069c4f9d9871a6eaa54b4b4

亲眼看到这一幕be381188b209e2a309fd5e88f59acbd2db5d0458,心里默默给那女孩点赞dc617639be9e5c2e1ca016e5c543f990c98a3eb5MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HfaC8sqGi

日常中f43600f899301c6b9850fe88e6e88589,你也会发现596d92717c86f74d37ed7109364c1d6b,星巴克的服务员XjVjOTdhNmIyMmE4YTA=,不519451805ebb2862c868caeb27e446e186ac46ec,咖啡师4a2f8ebc961101bc2c481a299564e4906e133c28,不像海底捞那般的热情0e3ccd4c16526a0aea61887e4bb23e3b,当然也不是冷冰冰4852ebde83a1fc01267d218d36da2a97,而是和你平起平坐9a3e17a0e3bfdc870f4aa5b6a751bfbe700b25edMDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfKywpbGi

他们不会因为你是顾客就刻意讨好你b9f590e80749d43b5fb707fb30de827cbba6d811,这其实就是企业文化的体现MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfZy8tc-i484009dd945d0763f6bed1a3aea23973a18024c9

星巴克中国区人力资源副总裁余华曾说过06cbed98499456922b6c6068f3e6ca5e,企业内部从来不称呼“店员”或“员工”MDAwMDAwMDAwMHmNjtCFtsfMgqN7qrGgfGe9paWi,而是称“伙伴”(Partner)b420e2d860ad98cc93b3c4b4c5a501d8507603f3,就是想让每个人之间是彼此尊重534dcb81347c207ad7e71ba467eb7eace77da192b4f34dea8796bc5bfd564ddf626ff071

这种人性文化d2693616dbd100c61a4d9d93a2d93a4f,也许就是咖啡师们不太热情MDAwMDAwMDAwMHujjtCFtsfMgqN7qrGgfGe9tcei,却又恰如其分的原因MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfZy8y8-i46f7af07019706123b95453a03a73d45

相比较而言IzVjOTdhNmIyMmE4ZjY=,我极讨厌很多企业崇尚的“狼性文化”c4d5d770707de496b54706b186e28ab6,而且“狼性文化”往往会演变成一种“狼狗文化”MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfZy826Wi0595af690fc6998fe5a6fd04e0a8c79e34839f38

怎么说呢?他们期望员工对待纪律的统一性像狼IzVjOTdhNmIyMmE5MDQ=,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74d96bdadfa34aefc612f692eba06ba3,但又希望员工对待客户的迎合度像狗2d1544fb9f3d01c88eee8760a2cf3eca44fd29b59d4ad61e5b7af82f0bb043948eab20e4

这一会儿狼性a0643044f0150d0c68766c68e1f09fec7e2feea9,一会儿狗性的MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGiwtbGi,员工不分裂吗b507482d7c18eb79eff53280c8229e73,为啥就不能让他们拥有“人性”7ea466ad90bfb05b0380bf4998b79ea8627d0b650abb634aa1019cf556ef4833c4e6c7c236043919

我的MBA管理学教授说过一句话MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfGiwy7Gi,我很认可MDAwMDAwMDAwMHmzjtCFtsfMgqN7qrGgfGiwzqmi,他说:“管理就像教育小孩45afdf115ffebaf39b26883e90b77534,身体力行大于说教e440ed7a8191935257b93574a6c965ee,你对员工啥样a18c0a05f78cd2c38708b9ca4aaf2d53,员工也会对客户啥样QDVjOTdhNmIyMmFiZGU=。”56824f25dfb37cc5f08c8cb8789ed59f26812938

想想也是吧XjVjOTdhNmIyMmE5NGM=,你一嘴的仁义道德KjVjOTdhNmIyMmE5NTQ=,却对员工百般苛刻0fc03a3e2e706872760a2e3883d6763f7354f0d1,你还能指望员工对客户好到哪里?多半是能骗一个算一个IzVjOTdhNmIyMmFiZTY=67783f4597f8d6e0045361ad8c68d987

最后KjVjOTdhNmIyMmE5NjM=,吃亏的到底是谁?IzVjOTdhNmIyMmEyNjI=

所以这件事对我的启发是NWM5N2E2YjIyYTk2Yg==,无论经营还是管理b8bd9fcd3c6c6cd008e6b4ebf9f105e94594cf19,无论对待客户还是对待员工f1dbdbab6d70eb3096271f9e42a66c0848560825,都还是回归本性好些ITVjOTdhNmIyMmFiZWQ=bae843f8387caee3a3aec97c607d2f3edddf62f2

不能因为员工身处底层MDAwMDAwMDAwMHqNjtCFtsfMgqN7qrGgfGixk7Gi,你就飞扬跋扈;也不要因为客户手握财源JjVjOTdhNmIyMmE5OGE=,你就媚颜百献d68bceb0ab81718e1cf85f32e34f550e5b6fff91950e29b2ed41bf102de77e13

对人实实在在MDAwMDAwMDAwMIF9jtCFtsfMgqN7qrGgfGiyqK2i,把该做的做好da9fbf2690eefb8a77ceee7322c056db,比啥都强3a2b34df446bd49c5e598686e0d4133b0c210405。也别再鼓吹什么“狼性文化”573fa1b0f6d68f60298d5c799024c9bf,这个年代更需要的是“人性文化”JTVjOTdhNmIyMmFjMDU=92e82fe9c7486ceef74f3089dfce5b94

关于作者:徐大维MDAwMDAwMDAwMHqjjtCFtsfMgqN7qrGgfGi8taWi,知名培训顾问MDAwMDAwMDAwMHp9jtCFtsfMgqN7qrGgfGi8uKmi,原平安集团渠道总监3bd25227316f4caf483b16380669fcd3c8a05078,香港理工大学管理硕士JjVjOTdhNmIyMmE5YzM=,简书签约作者3c94b477aa99502b7296f65a64b557a0。公众号:良大师(ID:lang-da-shi)bd7abe05da352ae41d77c6be17daa6e0b4a198cdJTVjOTdhNmIyMmEyODc=

JDVjOTdhNmIyMmEyOGU=

END051747f5a2865ef58f752179659f2bc8

MDAwMDAwMDAwMH6QhZuElKiWjaB7qr2HgGiysqGi

a30dfb26ae9bfea5b8c0cd9950fe6d330387804e

XjVjOTdhNmIyMmEyYWU=

9a74fecc62bebbd4a3d2fd5a6d5ec027

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