Employee Motivation

Joseph Michelli's book, "The Starbucks Experience", describes the principles needed to have loyal employees, nay evangelists:

• Make it your own;
• Everything matters;
• Surprise and delight;
• Embrace resistance; and
• Leave your mark.

It's more than giving thema title. It involves giving them the ability to interact with customers. During that interaction, the customer can then become a sneezer. The customer goes from being satisfied to being loyal. (As Gitomer says: Do you want a loyal wife or a satisfied wife?)