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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6af661286acd8ee35258b76e662cc92f,经常观察他们的日常运营XjVkMDhmZjI1ZTk3YTk=。我发现实地观察b18806d2909d44fa9355f31b1ba0d09537ecfaa7,比读100本管理书籍都管用MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Homa8uK2i。列四条有意思的现象0a77db16a502f20ef95e9768dbba4639b2063d64,和你分享一下NWQwOGZmMjVlOTdiZA==QDVkMDhmZjI1ZTg5OTg=

JTVkMDhmZjI1ZTg5YTg=

开始前MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn5-wpaWi,先问四个问题MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Hn5-wpcui,看你是否知道?QDVkMDhmZjI1ZTg5YjM=

55cfb141a75727cf34cade281f6c4b771065bca4

1. 为什么星巴克的排队模式和别家不一样f2113e646aa69560b58816e866c74e935bc7a40a,顾客都被要求横向排队97e6e2f24574d8443d1454808521bab185987d3a,而非竖向?MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6Hnmi8zrmi

aaf663021f78b4f259c82fb4e466619f

2. 为什么星巴克陈列柜里的“x云矿泉水”JTVkMDhmZjI1ZThlMjg=,几乎卖不出去MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Hn5-wy8-i,还天天摆着?ITVkMDhmZjI1ZTg5ZDg=

MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6Hnmi9pc-i

3. 为什么你什么都不买11d92dc5d68f8486f277dbb8a032d603,干坐在星巴克MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn5-w28ui,工作人员也不会赶你?9e8f87ac98bb4347d4160e3e828ffd7e

JjVkMDhmZjI1ZTg5ZWY=

4. 为什么星巴克的工作人员没那么热情?MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6Hnmi9y6Wi

21cdfa635170b707479520f6ae7f231b

01降低焦虑的方法是让对方看到过程f4c3efc7abfc488d8ce6d048e1466371

e9e1f462413c6badcab909d8ca159b05

星巴克设计横向排队有什么好处呢?00e79ddf1868c6447c8263a12fa8123a

显然79ead7a354ee48065b369b441585e28e,最大的一个好处是6205a84c424f8085aa0698dee0753818,让所有顾客都是面对工作区MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Homa8zrmi5faef2e5b730193e706be20abba4f993

这样d52b6d08e74a5bad3b3fa2f2248ba9974d8a8519,他们能看到工作人员的忙忙碌碌MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hn5-xuLmi,一杯又一杯调制而出的咖啡ITVkMDhmZjI1ZThlNmU=,意味着自己那杯也很快来临1db9b1e606930cd62d6c3b08887b71c8,焦虑感也随之降低b058329eb3f0fde72b40b7aec31ea2ebc3e9a624e50b4564b0a9b3004614d46e

反之adf065e4a0cbc8a33bf8c3170ddc884b,你回忆一下竖形排队时的心情44b32e1070a9d77cdf1e77956606813764cc2855,大家都会焦急的望向柜台IzVkMDhmZjI1ZThlOTM=,心理不停的嘀咕44a6f98ce9729e4c94683f83aec8271409960cf1,怎么这么慢?43e63c4d42e1a240738b37ed86374ae6df9a99b6

ITVkMDhmZjI1ZThhM2E=

5a0e39d2b459b64d4f9cc39da489fdc8abf3d5e5

2c37e7e8a9896bcf6e092881a934f5b1

JjVkMDhmZjI1ZThhNGY=

这样的情景在生活中很常见XjVkMDhmZjI1ZThlYTI=,塞车时MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn5-8tbGi,你会忍不住把头伸出窗外MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbN6jZu9oqGi,想一探究竟MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Homa9paWiMDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hn5uxtaWi

但是120509fde9c66d082aada224ea7185e39ac86daf,就算你看到塞车的原因9ecfd44c120ba112d24edb31de43b7cd,难道路面情况会好一点吗?3759a92be46e12a0dc5c76200230102d03825d1e

当然不能7b10ddd27c5ea99831ae3534e233a9cd,但你心里会好受些a12d6a103cb0e2ca48cc2c443419b867a4f1851e。再比如e8a25bc56a0b0efe3810bb2191b0d1ee,曾有个实验KjVkMDhmZjI1ZThlZTY=,电梯里不显示楼层的变化MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn5-9tcei,里面的人焦虑感立刻上升了很多MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHm5-xoqGif67195389b09f6c50c94f9376b6eb6b607b2730c

所以973765c686402c34c931704826be3598,你应该明白KjVkMDhmZjI1ZThlZmI=,为什么大家在电梯里MDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hn5-9zrGi,都统一盯着门上变化的楼层显示5e1d1ea90affb7414d6dd4a9f0bd10d8,那就是在消除焦虑感d93c23d6e6ab3f561d1d5aa87e189ffcMDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Hn5uxy8ei

人是唯一拥有控制感的动物9e0a99a0fb7564e3ca0d2790e242475529b6cc3e,控制感的获得MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hn6CwtbGi,不仅来源于对事件进程的显性干预af47050ead7c99655b666f59f062b4d3fb6dfc5b,也来源于对事件的目所能及MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Homa9y7WiMDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn5uxzr2i

是的MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn6Cwy7mi,当你在观察一件事物时15eb63f51a15c7e4831cb97d9845d7f0518b81cb,就会因此获得了一种控制感QDVkMDhmZjI1ZTk4MDM=KjVkMDhmZjI1ZThhN2Y=

这在现实中有很多可应用的场景KjVkMDhmZjI1ZTk4MGU=QDVkMDhmZjI1ZThhODY=

如果你是个创业者d78e0c519c57beaa38612fe1a3d607f9,就可以考虑如何把内部运作的流程向客户展示ITVkMDhmZjI1ZThmNDY=,这会极大的提高客户的信任感和参与度ITVkMDhmZjI1ZTk4MTg=ITVkMDhmZjI1ZThhOGQ=

比如109471cccced040eb9d68167b07687d073f0a1a1,很多饭店的后厨是全透明的d8b2ab3ddb795a292a228aaf79ed2f2bcf95ad8a,就是让顾客看到整个过程;再比如MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn6CxuLGi,为什么“得到”会把内部例会内容公开MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hn6Cxy8-i,让所有用户看到?就是为了增加用户的参与度嘛JDVkMDhmZjI1ZTk4MjA=JDVkMDhmZjI1ZThhOTU=

如果你是个职场人JDVkMDhmZjI1ZThmN2Q=,领导给你布置个工作70580ec61938caf6d42a76bc15df9dfa13464030,你就一定要记得在过程中时时汇报MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Hn6Cypbmi,不要总想着把事搞完后e46d2c8a02ea620f6635bd01f16ce377,有了结果9a9125d94f586db8f6d98715a3dd603126b5e79d,再给领导一个surprisee24e92eecb84eb1f66a0545a41159dfd415fd8a774f11602fa9fda2310938d9ed69a89f5

领导不需要惊喜b32947a0cda24330708f12c34f36066fa3887fb4,只需要控制5e2ba09bc4fcf3a3c09976d5d009b4396117770fQDVkMDhmZjI1ZThhYTc=

MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbN6fZuysqGi

127a23517b02ee0b7a09af2ec6c94c628de33202

MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hn5u8zqmi

02人的主观感受来自于对比XjVkMDhmZjI1ZThhZDE=

先揭晓答案ITVkMDhmZjI1ZThmYWM=,星巴克摆放“x云矿泉水”根本不是拿来卖的50ee5eb43d98c6b233dca53cdc628234d6fdbc15,而是给你看的JjVkMDhmZjI1ZTk4M2I=JDVkMDhmZjI1ZThhZDk=

“x云矿泉水”在星巴克一般标价20多人民币MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hn6C8y7mi,而星巴克咖啡价格在20-30上下f34c17a6f0db1b74e55049d242e9f6cadf81809fede2e747c8350849ecf1fdc95812de25f62c6e90

所以051f9b1acfd1b94084d5708d688c8ba6,“x云矿泉水”只是个陪衬9c9227590186aab9087418e54ce637704512c7feITVkMDhmZjI1ZThiMDc=

由此在向你传递一个潜台词:MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6Hn5ywqKmi

你看7931fdd45412f3e4802b9e0f2b8601c269680a78,一瓶水都卖20多8fd68186e49fae1b168aa6c19d56b511a250b22a,我20到30的咖啡还能算贵吗?4d10c5d20647f284725e8dd936454527

这种现象在营销领域很常见MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbN6kZ69oqGi,《经济学人》杂志曾说过一个非常经典的案例:c70f01b4553c2b616e23610312325402e913c9f6

一家杂志社想推出网络版KjVkMDhmZjI1ZThmZWQ=,于是找营销专家策划86edc944b377a7a85096d5c9a8b997ba,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;MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Hn5ywzqmi

结果QDVkMDhmZjI1ZTkwMTU=,用户大多会选择56美元的网络版KjVkMDhmZjI1ZTk4NGM=JjVkMDhmZjI1ZThiM2Q=

但是问题随之而来NWQwOGZmMjVlOTAyNQ==,纸质版的没人买MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHeKy8sqGi,于是又请来一位营销大师dc50baa8e3e66a07b9a623a37b252322,这位大师给了三个方案:229a838978ffe0cc762f12d21aa1a1cb

1、购买网络版要56美元;c52dd3206b1cbf82feb66f2dfd301ca4d570e41d

2、购买纸质版125美元;MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hn5yxtaWi

3、购买网络加纸质版125美元MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6HomexqLWiMDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn5yxtcui

结果可想而知29fb2d42ddb263eac98a359346c38baf,大家都选第三个方案c87fa2a5bda68e337d045cf8ee33e0b97fac5dc2,第二个方案其实就是个陪衬c289332b508cde74b2ee4ca39f11301eXjVkMDhmZjI1ZThiNmE=

这一招我们现实中随处可见ITVkMDhmZjI1ZTkwNmI=,如果你留意一下手机话费套餐MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6HoqqxzrGi,就会发现确实存在陪衬者MDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hoqqx28ui,只为你做决策方便7816183c48924364acafa9cbc364bf50fdc09e8b256d72b8cbce3dc886d2ac401b970173

这种“陪衬机制”的底层原理d840af881f42fc3500fb0df5d5eebe146ecc4196,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MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Homexy7Wi98991b0ab576f7bf17060f6cee39a651

这给我们有什么启发吗?其实很多a590e56d308d9b3e2539b7b5ad161bb5d537cd21KjVkMDhmZjI1ZThiODU=

比如KjVkMDhmZjI1ZTkwOWY=,你给领导写报告2771d9a766d82a4b0895ec390d6521b46481f2cf,如果时间充足MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Hoqq8uLmi,第一稿可以糙一点418da93b8a5ee5cc094df2d5ee1bb347,因为无论怎样abea4570ca719d0a2a5bfb3b443510a98e2b28da,领导看完都会提出意见让你改bf05c13939611fd8a6876cb0ed3b391d88974e6a,所以第二稿要憋足劲62d9510b8a9c2e0d96cda814f11aebda,搞得完美一些MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHeaCwsqGi,对比之下MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hoqq9zr2i,比第一稿好那么多MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6HoquwqK2i,通过率自然也高MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Homex27mi079b05efe8a8b9ec2a9a9d466e0f76ed

再比如709a5b45142fa55acb29ae800cd417c41e34e419,如果你是女孩a2eb55b0ad9794a999167530c9f1218e714cb026,找闺蜜逛街1dc53bf338997a39fec71420f59fc5f446f16282,就不能找和你颜值差不多b78983f1a15257b563401cf3673d7756195c64e0,要找比你差一点的ae04ac7d86203f12c6a7228005d533f6,道理你自然懂XjVkMDhmZjI1ZTk4ODU=acc0df2c8e9e4c6526985dc6043d6f43

“陪衬机制”在生活中处处有应用的机会IzVkMDhmZjI1ZTkxNmI=,只看你是不是个“有心人”了a1c6129e416567115305da1ce4712348c7146765ITVkMDhmZjI1ZThiOWM=

03经营如做人不要太势利b9092e7a611e5cd7db59d4345902ef3c

十几年前MDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6HoquxzrWi,良叔和几个朋友谈事MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hoquxk6mi,就近找了个星巴克MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hoquypcei,但我们几个都是一喝咖啡睡不着的主MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6HoquytbWi,所以什么都没点881b1984722edd1df3b4d5d0273833b1,只是干坐着a51738177f5a9c1b13e79b9b6bb55ba8a18d822f3ba1ad4773243660089738cd3be1fc30

一位工作人员e446eb11fbc37f411605c18e7e219f850073136b,走了过来f77ee0ab007ac059dc43eeef4ed1a5405733313d,我以为是撵我们走a6ccaea8c42a717d50ef127d81f9d9c2,连忙站了起来30a8b76d8a10115360522154540c073babbe2761QDVkMDhmZjI1ZThiYjU=

谁知4aadcb961f18d866024f28ead00c680b2182b8a3,她笑了笑说:没关系a181cd2359ae3f57cb82cf0772fe706a,你们坐6347313a5d20ac5cd3ea3925364c96f6c322eace,你们坐JDVkMDhmZjI1ZTk4YTk=。我只是看到桌了上有点污渍1b9bb1460cd6f40de65d427ecc9a7177,来擦一下e922627b66e0555f7ba3b5de14381c47QDVkMDhmZjI1ZThiYmM=

这下让我感觉挺不好意思28e7bdfc76660c121f18e751046332ea,于是点了几杯咖啡含量极低的“摩卡”JTVkMDhmZjI1ZTk4YmE=KjVkMDhmZjI1ZThiYzM=

那是我第一次喝星巴克的饮品JDVkMDhmZjI1ZTkyMzQ=,却对这家企业顿生好感7973b4228ee0dda96c000f6c9d6405a6dca20dfd,成为日后的忠实拥趸MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Home8zq2iMDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hn5y827Wi

本来以为NWQwOGZmMjVlOTI1Mg==,是那位工作人员的个人行为KjVkMDhmZjI1ZTkyNjA=,最近有件事更让我觉得不可思议XjVkMDhmZjI1ZTk4Y2E=MDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hn5y8k7Wi

良叔经常在深圳书城星巴克写文章JDVkMDhmZjI1ZTkyNzA=,而且有个御用宝位d2fea2f3cd1686a8c098c16f5b5fb48a,安静、景色佳98198471c9b452759f5c90622e27b2f0ca86cbe6,可最近一直被一名流浪汉占据JjVkMDhmZjI1ZTk4ZDI=MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6Hn5y9pbmi

是的MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6HoqyytbGi,你没看错652245ea1df6cb0d135b216faee1aff455386d59,真的是名流浪汉043014a3c521f25b5b5c2d84f15e3e2484b9d274,很年轻71e48705e65320dadbf655b75eb8a496,但头发几乎能挤出油NWQwOGZmMjVlOTJlMQ==,整天一身油污满身的衣服QDVkMDhmZjI1ZTk4ZDk=JDVkMDhmZjI1ZThiZjc=

一连两个月52ddf0f184b0c04ecb7ab637372a7525,都占据我的宝位XjVkMDhmZjI1ZTkyZmQ=,而且什么东西都不点MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hoqy9zr2i,只是坐在那里IzVkMDhmZjI1ZTkzMTQ=,看手机里的动画片MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hoq2wtb2i,一待一上午MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHn5682KGi。但是KjVkMDhmZjI1ZTkzMmM=,工作人员对他却置之不理210d4c12158eada98580d11ac6e181fe,甚至在店内分发免费饮品时JDVkMDhmZjI1ZTkzNGE=,也给他也分一小杯......QDVkMDhmZjI1ZThjMDk=

我问一名工作人员ITVkMDhmZjI1ZTkzNWE=,这人什么都不点9a27c596f5da04cc6cabb8b57e707cddb2f5e6e7,一坐两个月的人MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHhGWyoqGi,你们也不赶走643ec6ad0dc94e36b42f3628e8335f497aaaafc8,为什么?JTVkMDhmZjI1ZThjMTU=

她说:“这是公司规定c0117aff9bb44a1d2d9bf794a86f6f56865dab9e,只要在店里坐的人c7159ab747031ae7e70b8b635450a881f7bac295,都是顾客b08424d4493815a3a86fe0914f2ef9f86a5e1dc4。”d7550a0d35ad5dfb5bfd2f710694847e9dcd9211

这句话4000d8d7be3544088d9b95f4ff3c716d,还是小小颠覆了我对经营的认知IzVkMDhmZjI1ZTk4ZjM=78b62ca40814b5ee66e32aae9c2e3c1bc3ad80a1

放眼多数的餐厅、茶饮MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hoq2yta2i,很少会让你白坐765a3588b15a34917ffef807bafcd38e,没一会儿店员就会问你要喝点什么235602bb21f2ce6984c7acd0569eb8cde519a665,如果你说什么都不要fe6a0d367eab780489917b4a9158a20bed67b931,对方马上会说:“不好意思JjVkMDhmZjI1ZTkzYjc=,不消费不能白坐KjVkMDhmZjI1ZTk4ZmM=。”MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Hn52w272i

哪怕当下一个顾客也没有MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6Hoq28y8ui,店家也会下逐客令a834c007d41471d020f196d910db6b6f0c1cf064MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn52xpbGi

这就是格局不够大1be605bd45b04f6c2818a6bd49a5b01994d8d65e,只把真正花钱的才当顾客54049e1cdc1aab30535fa9684419b159,而忽视了那些潜在的消费者MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Homiwpceia6aca1901dd281951bfff5b30cd3541deff12d17

人家坐久了f90820f5eb8c62ee9944c636ff7d11b4,多数人都会花销dbc0c9796bbea3dca15b90f5d57fa708811d379b,这不就有转化率了吗?就算别人不消费MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6HomOwpbmi,最起码也给商家攒个人气啊MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6HomOwtbmi,路过的人看到你热火朝天39b8abadf127cfe058789861a860f8d8,就有进来的冲动c43ad9a786512c8a8a060ae1d77edc20MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Hn52xuLWi

你看就是这样JjVkMDhmZjI1ZTk0MmM=,做生意和做人一样128914ebde4c4833f14bf7418043fd7f,不要太势利85b65da45304b83c711367f3976c33f1MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6Hn52xy7mi

人这一生很漫长b3df3ebe4e493b3dfffe97075ccfb1b6afe9022c,说不好谁会成为你的贵人MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6HomiwuLWi。之前KjVkMDhmZjI1ZTk0NDI=,看到一篇文章7f6c4158260e6624380e493641f04e83,说刚刚离职d2134d55f9caa3be4b4f33dce5acfc97ef4ffffd,就被很多同事拉黑e2497c90141650915d56092116bd72ff。我觉得那些同事真的好傻MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6HomOxtbWi,多个朋友多条路b1e056516587ad639d268c10c8e8349e,这句话什么时候都适用2912741bca26fcad296d86947293315801e92beac98b9fbac8f7d28044d20fd2f97aa74a

良叔以前在500强时有个习惯eb71b6d5a4806d16ed43f58a9d03f850,但凡有离职的同事JTVkMDhmZjI1ZTk0OTQ=,我都会发个信息8aab1785301c9541490c35c9142f65b6fadf950e,道声别2cd2338e2d4ee70bd276870abefcdf9c,说声保持联系1b9a9e27cb46245c62d95563d7fdb28eaa63120b6a2ce5d8ed44b42d04f58d33bd9094ee

因为这些出去的人就是一个个窗口啊0eade47309b49c8b961e71632e8ff35b27798354,他们在外面混得如何IzVkMDhmZjI1ZTk0YmY=,不也给你的未来做个参照吗?87cef592608c911dd245133a56d770f7

后来良叔出来创业JDVkMDhmZjI1ZTk0Yzg=,就是得到了一位离职同事的帮助MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHiZ28yKGi,他几年前创业做培训QDVkMDhmZjI1ZTk5NDI=。我是踩着他的脚印一步步走来JjVkMDhmZjI1ZTk0ZDk=,还真省了不少劲039edd59410c5e5bafd812fc846a89124db564245697686e2cad348e15df14dd79b04e8f

所以QDVkMDhmZjI1ZTk0ZTA=,我老妈以前说“人缘是攒出来的”MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6HomixqKmi。现在想想还真有道理ITVkMDhmZjI1ZTk0ZTc=,就像星巴克的理念66c68118e8a839bf5b1f741712b0cf8300dd7d9e,来的就是客c7837bd189b50fb56598d544ce235ef756ef96ab,现在不消费d5b70ae9a998652f0cc7dfc09e4c3279,但终究有消费的机会188e97b76da96321be4b74a00914843873a4b496NWQwOGZmMjVlOGM5Yg==

JTVkMDhmZjI1ZThjYTM=

04狼性文化不如人性文化2da643d4896d47d1449a4121eb7682041e0a1b66

去年过年期间MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6HomSwy72i,我在欢乐海岸星巴克KjVkMDhmZjI1ZTk1M2Q=,旁边来了一个中年妇女IzVkMDhmZjI1ZTk1NGE=,带着两个娃e8ed5d9be4ea3c6501fca57a1ecda46a,她衣着华丽ac544f19448d6b5c7662995a635cf694,穿金戴银KjVkMDhmZjI1ZTk5NmU=MDAwMDAwMDAwMHp9jtGDpsvRjqB7Yr6Hn528uLWi

只是她嗓门大了些NWQwOGZmMjVlOTU3OA==,一直大声呵责那俩熊孩子MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6HomSx28-i,引来很多人侧望7c6b4f026bb33b0850a703d0c6fb0defITVkMDhmZjI1ZThjYmQ=

没一会儿JDVkMDhmZjI1ZTk1ODk=,其中一熊娃把饮料打翻了ITVkMDhmZjI1ZTk1OTA=,那妇女又尖叫起来d53c7ae7aae2d9e640b76484f42a74609a495737,给了娃两巴掌315561d7993a48cd7958bf637c2768c6ed10dbf0,娃哇哇大哭QDVkMDhmZjI1ZTk5OGI=JDVkMDhmZjI1ZThjYzU=

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!”f4899d47d617cc7eac49dec36fafec046c532039

结果e893c4198a484fa7a7ba3172b315f8d3,柜台内的几个工作人员XjVkMDhmZjI1ZTk1Y2Y=,没一个理她MDAwMDAwMDAwMIF9jtGDpsvRjqB7Yr6HomiyqLWiMDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn528k7Wi

于是MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6HomS9pami,她走向柜台MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6HomS9qLmi,对着最近的工作人员嗓道:“服务员!我叫你呢QDVkMDhmZjI1ZTk1Zjg=,你装着没听见吗?”MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn529uK2i

那女孩环顾左右9890eb6d52d72c7874a24f2f39ae1a05,一脸懵懂回到:“我不知道你在叫谁?我们这儿没有服务员NWQwOGZmMjVlOTYxNQ==,只有咖啡师e38a7cd5bcfe3e93d6ebad1c83b38343。”417982be33f01e24c1dc096ba9ffec33

妇女威胁到:“你怎么这种服务态度ee80774bee6fa1eaebd632ed4df9f7ec1856ce36,不想让别人再来了吗?”a413d1ac42e57637fd44ca7aed8c4cfad5fb07be

女孩微微一笑说:“请便MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6Homi8taWi。”MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hn56wtcei

亲眼看到这一幕c7299d3ca8655767bc234992147104c32de1f4b5,心里默默给那女孩点赞IzVkMDhmZjI1ZTk5YWY=IzVkMDhmZjI1ZThkMzI=

日常中b21a925a9746cdf7b073b509615569d170ec8854,你也会发现MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6HomWwk7Wi,星巴克的服务员JDVkMDhmZjI1ZTk2NTQ=,不QDVkMDhmZjI1ZTk2NjM=,咖啡师1e9149c106ad088ee4c1171c589634e5,不像海底捞那般的热情MDAwMDAwMDAwMIijjtGDpsvRjqB7Yr6HomWx262i,当然也不是冷冰冰2741da004544f1da41efc311ded57bbc2fac2375,而是和你平起平坐afa6e7f6095a55904067b71c8c12891de646d30d07ea1e4a15eab4f2200fb02f77a2e828

他们不会因为你是顾客就刻意讨好你4617f125af0d086477a16bfa59cf38e1c998bda5,这其实就是企业文化的体现c6fc640705c5f77ace18be47bd79835d6a9ef39b3a90e3c186754a1afbfe796457921d4c

星巴克中国区人力资源副总裁余华曾说过JTVkMDhmZjI1ZTk2OWU=,企业内部从来不称呼“店员”或“员工”XjVkMDhmZjI1ZTk2YTU=,而是称“伙伴”(Partner)4ead7065cbc1bfc27ec352efb5cfd474,就是想让每个人之间是彼此尊重JTVkMDhmZjI1ZTk5YzY=e375af07a345f593d9b1fcba928795c5

这种人性文化MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6HomW8uLWi,也许就是咖啡师们不太热情MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6HomW8y7Wi,却又恰如其分的原因KjVkMDhmZjI1ZTk5Y2Q=MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbN6iGSw2KGi

相比较而言JDVkMDhmZjI1ZTk2YzU=,我极讨厌很多企业崇尚的“狼性文化”JDVkMDhmZjI1ZTk2Y2M=,而且“狼性文化”往往会演变成一种“狼狗文化”MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbOHo56woqGi22089529e308323717a3967728e27ef2

怎么说呢?他们期望员工对待纪律的统一性像狼ef20a6fe1e8c235045318be17e46c7f1a6930206,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MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6HomW9pb2i,但又希望员工对待客户的迎合度像狗a9bf276ab0a06620559e3f1873c7ccd98a60f31ae76076af95b22a7e5098eb0d

这一会儿狼性MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6HomW9qL2i,一会儿狗性的MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6HomW9tcei,员工不分裂吗0a6c292cb1dc26e9368c38622e951e63102c528f,为啥就不能让他们拥有“人性”JjVkMDhmZjI1ZTk5Zjk=93cd8cde252046e624c1ec57a80c14fd

我的MBA管理学教授说过一句话1d6cd1df6f8389b35e8946117df857428bc37cf3,我很认可540c53b8dd26b8ecf9efb56bdbe5a0ac,他说:“管理就像教育小孩a4c936f44f06a7f69acff5050d48da0e13fc8cc6,身体力行大于说教db6afadb6e0a8a196339bb0098d96a84bbab44dc,你对员工啥样XjVkMDhmZjI1ZTk3MjA=,员工也会对客户啥样5eaf468e07592006cac3b8420503240ee27fe1b6。”f36d35f3f049643ed4b83a7101ebc7e4775b116e

想想也是吧ITVkMDhmZjI1ZTk3Mjc=,你一嘴的仁义道德NWQwOGZmMjVlOTczMQ==,却对员工百般苛刻KjVkMDhmZjI1ZTk3Mzk=,你还能指望员工对客户好到哪里?多半是能骗一个算一个IzVkMDhmZjI1ZTlhMTg=MDAwMDAwMDAwMHqjjtGDpsvRjqB7Yr6Hn56ypaWi

最后KjVkMDhmZjI1ZTk3NDA=,吃亏的到底是谁?b09e3dd93f4d46ad11272a3bc0cfad9618f7e08a

所以这件事对我的启发是QDVkMDhmZjI1ZTk3NDc=,无论经营还是管理NWQwOGZmMjVlOTc0Zg==,无论对待客户还是对待员工MDAwMDAwMDAwMHujjtGDpsvRjqB7Yr6HomaxtaWi,都还是回归本性好些ITVkMDhmZjI1ZTlhMjM=MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Hn56ytbGi

不能因为员工身处底层MDAwMDAwMDAwMHmNjtGDpsvRjqB7Yr6Homaxtc-i,你就飞扬跋扈;也不要因为客户手握财源MDAwMDAwMDAwMHmzjtGDpsvRjqB7Yr6Homaxy6mi,你就媚颜百献77312208cb75f1b754a4aff04759eb590ec0902f401827337e7864c17cf2b01603bf0fb52f23dd69

对人实实在在9bd871fe78f96d6a2acff4bad6c705a4,把该做的做好1aa6104161d2c606246a79616b321c5c,比啥都强JjVkMDhmZjI1ZTlhMzU=。也别再鼓吹什么“狼性文化”e502cdcbae2df83a0b7785c590437f0eb0dd1b91,这个年代更需要的是“人性文化”QDVkMDhmZjI1ZTlhM2Q=NWQwOGZmMjVlOGRhYg==

关于作者:徐大维2263c1f32f07e0c1ee1527a9f7a4dba6289cd7ae,知名培训顾问e0360ba025b08f206492a05ff955eefb,原平安集团渠道总监MDAwMDAwMDAwMHqNjtGDpsvRjqB7Yr6HomayqLWi,香港理工大学管理硕士NWQwOGZmMjVlOTc5Yg==,简书签约作者6534b2fa89f45b55b2dee868b60b32e5。公众号:良大师(ID:lang-da-shi)JjVkMDhmZjI1ZTlhNGU=JTVkMDhmZjI1ZThkYjM=

IzVkMDhmZjI1ZThkYmE=

END56b923a53b416d9243f18087254cb965

MDAwMDAwMDAwMH6Qid2Fqb3RgaCInbN6iZ2xyKGi

JTVkMDhmZjI1ZThkZDM=

QDVkMDhmZjI1ZThkZGE=

QDVkMDhmZjI1ZThkZTM=

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