On my recent trip to Europe I found that every time I mentioned that I love Starbucks, almost every time, people cringe at me and fire off the reasons they aren’t fans of the coffee giant. But what people fail to realise is the business brilliance behind Starbucks. Whether you’re a coffee connoisseur or a frappe fanatic, you can count on Starbucks to deliver the goods no matter where in the world you are. And this, my friends, is what makes them an international success and my favourite go-to cafe wherever I am in the world. But before you roll your eyes at me, let me explain the reasons you should take a leaf from the Starbucks book of success.
1. Brand Recognition
I love travel. Everything about it makes me bubble with excitement to all the wonderful new cities to explore and adventures there are to be had. But with that comes a little fear. Fear of the unknown. Unfamiliar territory can also be a sobering experience. BUT no matter how far from home I am, as soon as I see the green mermaid with two tails, a sense of familiarity and comfort calms my senses. There is nothing more comforting than taking a moment to relax within a haven that offers a slice of home. And when you feel a little self conscious and uncomfortable for whatever reason, knowing I can sit in Starbucks, calm my nerves, connect to wifi and get my bearings, is so incredibly important for travel. It’s like having a friend to support you when you feel lost. So for me, seeing a Starbucks logo means comfort and reliability. Tick.
2. Product Reliability
There is nothing better than knowing no matter where in the world I am, I can always count on getting my delicious Signature Hot Chocolate or Mocha exactly the way I like it! And I know what you’re thinking, how many ways could you possibly screw up a hot chocolate, right? But apparently, there are many ways because I have experienced some pretty shocking “Hot Chocolates” in my time. If I wanted warm milk, I’d ask for it! So, now they have earned my trust. Tick.
I’ve been to many Starbucks cafes all over the world and I must say that while it’s not 5 star service every time, the staff are friendly and will always be patient when I’m trying to ask for “un chocolate caliente por favour.” That’s the beauty of having a well known and unique product. (Ok, so a hot chocolate ain’t that unique but hear me out on this..) I have read many amazing customer service stories from Starbucks and on the other hand heard some pretty average ones. BUT, I think for me, whilst my experience has not been outstanding nor awful, I am happy with the consistency of knowing I’ll get exactly what I want. Because I love that, no matter who you are, where you are from or what language you speak, their products speak for themselves and I am able to order exactly what I want, every time, anywhere. All I need is one language. The Starbucks language. And this type of service is enough for me. Tick.
5. Leave Your Mark
Admittedly, this is one of their five principles. I love this principle for everything they mean it to be, and that is, their commitment to not only community outreach programs, but environmental issues, positive change and social responsibility. But even more so, I love this for the mentality it instills. The culture it brings to not just their employees but also, their customers. It also reminds me of the fact that I have the ability to have an impact on every person that comes into my clinic, my staff and the partners I collaborate with. Knowing I can have such a broad impact encourages me to be better, do better, live better and encourage others to do the same. It also gets me to think of all the different ways I can be a positive influence and make positive changes in my business. Do things in a way that is above and beyond what other businesses in my industry practice. It encourages me to think about my values and everything I stand for and how I can do things differently. It’s a beautiful thing to want to do better, give more and act with kindness. In business and out of it. So whatever it is you do, how can you positively leave your mark?
Starbucks and Your Massage Business
Starbucks continue to get bigger and better and when business slows down (like in 2008) they turn to the people who know and love their product. Their customers. By talking directly to their customers they are able to improve their service, product and entire customer experience. So if you’re starting a massage business or you’ve been in business and still don’t know/have a niche, take a step back and start defining who it is you serve. Business is hard do making sure you do everything you can to make it easier for yourself is so important.
So here are some Starbucks principles that we could all apply to our Massage Business.
1. Know Your Mission and Values
2. Know Your Client
3. Everything Matters
4. Take Responsibility
5. Be Innovative
6. Be Consistent
Of course, these aren’t gospel and there are many things we could add to this list. But this is a great place to start.
Need a helping hand with gaining some clarity on your niche and business plan. Get in touch. I’d love to hear about you and your massage business.