对星巴克来说,最重要的就是咖啡和人。无论发生什么事,星巴克员工都要时刻关注咖啡和人。所以,新组建的那个团队做的第一件事,就是每次开会时都从咖啡的口味开始,因为这能使他们一直关注自己的“艺术作品”。第二件事就是关注客人:他们会一起读每一封客人的来信,不管这些信是令人愉快的,还是令人不悦的,甚至是招人反感的。 The most important thing for Starbucks is coffee and people. No matter what happens, Starbucks employees must always pay attention to coffee and people. So, the first thing the newly formed team does is start with the taste of coffee for every meeting, as it keeps them focused on their “artwork.” The second thing is paying attention to guests: they read the letters of each guest together, whether they are pleasurable, unpleasant or even disgusting.