Interview Prep
What's the toughest feedback you've given to a member on your team?
A few weeks after being hired, I was in DTO while barista trainer Lauren was on Bar. I requested she remake a cap, because it was too heavy. I'm sure this seemed brazen at the time, but ultimately standards were met.
At Starbucks, we initiate connection with our customers, can you walk me through an example of when you've done this?
By asking guests about their day, I am able to begin forming a relationship with them built on respect. One example I have of this is Tom. Tom was a regular who came in when I was hired. I initiated conversation with him, asking about his day and his plans, and I was able to build a strong foundation with him. On my breaks, I would often sit and chat with him and he was always excited to see me. Although he relocated a few months later, he came by this past Month and went out of his way to drop by my Starbucks and see me.
Tell me about a skill you wanted to develop to improve your performance.
During busy periods, it is often easy for me to prioritize cleaning and restocking. However, I decided it was important for me as I develop in my leadership to take a wider view, and recognize customer and partner experiences. By allowing myself to trust CS to focus on those tasks, I have been able to grow as a leader and support my team and guest during these busy periods.
Tell me about a time when you engaged a customer to learn more about their experience?
I connected with a regular, Charlie, about why his favorite beverage is a hot chocolate. After learning he wasn't a coffee drinker, I was able to learn his favorite non-coffee beverages and even recommend a few of my favorites. I often use his experience when recommending a beverage to other non-coffee drinking guest.
Tell me about a time you had a different point of view from your team, manager, or organization.
I noticed my mistakes were agitating to my partner, Charis, and she would often vocalize her frustration with me in an unprofessional way on floor. This was strained from our very different personalities. In an effort to fix this, I took her to the back and acknowledged that while her frustration with my mistakes were valid, how she communicated her frustration often hurt my feelings.
Describe a time you coached a team member to more effectively provide the expected service standards or build customer connections.
I recently had the opportunity to coach Brock K to connect with guest at the DTW, when planted in that position. I noticed during slow points, even with guests at the window, he would prioritize restocking over customer connection. I took him aside when we had a break in customers and I shared with him my beliefs: that trust and respect are essential to connections, and to initiate conversation to keep guests coming back, and recognize CS for cleaning and restocking.
Tell me about a time when a new product was launched.
With the launch of Nitro Cold brew, I was excited to discuss the differences between Nitro and Classic cold brew with my team and guest, and share a product I love.
