Or take the case of Starbucs. They have these little tiny stores which are always crowded and built a business plan around fast service, fast turnover of customer base, low paid, low trained operators, small staff, 45 seconds per customer contact time. They put in this nice wireless thing. It is in conflict with their basic customer premise, which is to serve alot of people fast, get them in, get them out.
Actually, Howard Schultz's vision for Starbuck's is creating a "Third Place." (home, work, and SBUX). It is spelled out in "Pour Your Heart Into It," his biography of sorts.
People lingering for hours is not inconsistent with people coming in, getting coffee, and leaving. Two different types of customers (one with time and those without, each addicted to caffeine). |
