Business Quote by James O'Toole
“As Starbucks' CEO Howard Shultz explains, the high-quality customer service that makes it possible for his company to charge a premium for its coffee results from the investments it makes in employee welfare and training.”
About This Quote
Investing in employee welfare and training enables premium pricing through superior service.
In simple terms: Happy, trained staff drive premium service.
Key Takeaway
Invest in people.
Themes
customer service
employee welfare
premium pricing
Mood
analytical
practical
Type
advice
business
When to use this quote
- retail
- hospitality
- tech support
- luxury brands
Key Concepts
business strategy
human resources
Questions to Reflect On
- How do you measure ROI on employee investment?
- What training methods work best?
A Different Perspective
High wages may not guarantee service quality.
![“[S]ometimes, when you are a food person, the possible irrelevance of what you are doing doesn’t cross your mind until it’s too late. (Once, for example, when I was just starting out in the food business, I was hired by the caper people to develop a lot of recipes using capers, and it was weeks of…” quote by Nora Ephron](https://sms4smile.com/quotes/img-quotes/d79/nora-ephron-1217_business_s-ometimes-when-you-are-a-food-person-th_980.jpg)
![“If the State does not acquire supremacy over [vast private] enterprises, it becomes their puppet, and they become the real State.” quote by Bertrand Russell](https://sms4smile.com/quotes/img-quotes/bad/bertrand-russell-69_acquire_if-the-state-does-not-acquire-supremacy_1379.jpg)