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Fast Five Shorts | Will Starbucks' New Hiring Procedures Lead To Their Intended Consequences? · Omni Talk Retail

• 0:00
  Starbucks
• 0:00
  is
• 0:00
  retooling
• 0:01
  the
• 0:01
  baristas
• 0:02
  hiring
• 0:02
  process
• 0:03
  as
• 0:03
  its
• 0:04
  transformation
• 0:05
  continues.
• 0:05
  According
• 0:06
  to
• 0:06
  msn,
• 0:07
  Starbucks
• 0:07
  Corporation
• 0:07
  has
• 0:08
  increased
• 0:08
  the
• 0:08
  level
• 0:08
  of
• 0:09
  screening
• 0:09
  of
• 0:09
  external
• 0:10
  applications
• 0:10
  for
• 0:11
  the
• 0:11
  chain's
• 0:11
  new
• 0:11
  baristas.
• 0:12
  The
• 0:12
  screening
• 0:13
  process
• 0:13
  now
• 0:13
  includes
• 0:14
  being
• 0:14
  reviewed
• 0:14
  by
• 0:14
  district
• 0:15
  managers
• 0:15
  in
• 0:16
  addition
• 0:16
  to
• 0:17
  the
• 0:17
  manager
• 0:17
  of
• 0:17
  the
• 0:17
  store
• 0:18
  where
• 0:18
  they're
• 0:18
  applying,
• 0:19
  sources
• 0:19
  tipped
• 0:20
  Bloomberg.
• 0:20
  District
• 0:21
  managers
• 0:21
  were
• 0:21
  noted
• 0:22
  to
• 0:22
  normally
• 0:22
  oversee
• 0:23
  about
• 0:23
  10
• 0:23
  locations
• 0:24
  that
• 0:24
  were
• 0:24
  not
• 0:25
  previously
• 0:25
  part
• 0:26
  of
• 0:26
  the
• 0:26
  hiring
• 0:26
  process
• 0:26
  for
• 0:27
  each
• 0:27
  storage
• 0:27
  store.
• 0:28
  The
• 0:28
  change
• 0:28
  coincides
• 0:29
  with
• 0:29
  an
• 0:29
  effort
• 0:29
  by
• 0:30
  Starbucks
• 0:30
  Chief
• 0:31
  Executive
• 0:32
  Officer
• 0:32
  Brian
• 0:32
  Nichol
• 0:33
  to
• 0:33
  increase
• 0:34
  staffing
• 0:35
  at
• 0:35
  the
• 0:35
  coffee
• 0:36
  chain
• 0:36
  in
• 0:36
  a
• 0:36
  reversal
• 0:37
  of
• 0:37
  past
• 0:37
  years
• 0:37
  when
• 0:37
  the
• 0:38
  average
• 0:38
  number
• 0:38
  of
• 0:38
  workers
• 0:38
  at
• 0:39
  stores
• 0:39
  was
• 0:39
  reduced.
• 0:40
  Notably,
• 0:41
  Starbucks
• 0:41
  has
• 0:41
  said
• 0:41
  that
• 0:42
  nearly
• 0:42
  all
• 0:43
  of
• 0:43
  its
• 0:43
  more
• 0:43
  than
• 0:43
  10,000
• 0:44
  company
• 0:45
  operated
• 0:45
  locations
• 0:46
  in
• 0:46
  the
• 0:46
  US
• 0:46
  will
• 0:47
  have
• 0:47
  more
• 0:47
  workers
• 0:47
  by
• 0:48
  the
• 0:48
  end
• 0:48
  of
• 0:48
  September.
• 0:49
  Chris,
• 0:50
  you
• 0:50
  may
• 0:50
  have
• 0:51
  realized
• 0:51
  from
• 0:51
  its
• 0:52
  absence
• 0:52
  thus
• 0:52
  far,
• 0:53
  but
• 0:53
  the
• 0:53
  this
• 0:53
  is
• 0:53
  also
• 0:54
  the
• 0:54
  A
• 0:54
  and
• 0:54
  M
• 0:55
  spot
• 0:55
  question.
• 0:57
  Here
• 0:58
  it
• 0:58
  is.
• 0:59
  Okay.
• 1:00
  What
• 1:00
  could
• 1:00
  be
• 1:00
  confused
• 1:01
  as
• 1:01
  a
• 1:01
  small
• 1:01
  internal
• 1:02
  process
• 1:02
  change
• 1:03
  for
• 1:03
  Starbucks
• 1:03
  seems
• 1:04
  to
• 1:04
  be
• 1:04
  indicative
• 1:04
  of
• 1:05
  larger
• 1:05
  strategic
• 1:06
  shifts
• 1:06
  back
• 1:06
  toward
• 1:07
  experience
• 1:08
  as
• 1:08
  a
• 1:08
  differentiator.
• 1:09
  As
• 1:09
  Starbucks
• 1:10
  loyalists,
• 1:10
  do
• 1:10
  you
• 1:11
  think
• 1:11
  an
• 1:11
  elevated
• 1:12
  front
• 1:12
  end
• 1:12
  hiring
• 1:13
  profile
• 1:13
  is
• 1:13
  necessary?
• 1:14
  Think
• 1:15
  Enterprise
• 1:15
  vs.
• 1:16
  Hertz.
• 1:17
  Or
• 1:17
  is
• 1:17
  delivering
• 1:18
  an
• 1:18
  under
• 1:19
  4
• 1:19
  minute
• 1:19
  wait
• 1:20
  time
• 1:20
  and
• 1:20
  your
• 1:20
  name
• 1:21
  and
• 1:21
  a
• 1:21
  fanciful
• 1:22
  phrase
• 1:22
  written
• 1:22
  on
• 1:22
  your
• 1:23
  cup
• 1:23
  enough?
• 1:25
  Oh
• 1:25
  man,
• 1:26
  that's
• 1:27
  a
• 1:27
  good
• 1:27
  question.
• 1:27
  And
• 1:28
  there's
• 1:28
  a
• 1:28
  lot
• 1:28
  of
• 1:28
  layers
• 1:28
  to
• 1:28
  that
• 1:29
  question.
• 1:29
  And
• 1:29
  I
• 1:30
  know
• 1:30
  you
• 1:30
  and
• 1:30
  I,
• 1:31
  you
• 1:31
  and
• 1:31
  I
• 1:31
  disagree
• 1:32
  on
• 1:32
  the
• 1:32
  elevated
• 1:32
  experience
• 1:33
  versus
• 1:33
  throughput
• 1:34
  argument.
• 1:34
  But
• 1:34
  you
• 1:34
  know,
• 1:35
  with
• 1:35
  that
• 1:35
  said,
• 1:35
  like
• 1:36
  just
• 1:36
  this
• 1:36
  week,
• 1:36
  I
• 1:36
  think
• 1:37
  it
• 1:37
  was
• 1:37
  yesterday
• 1:37
  or
• 1:37
  two
• 1:38
  days
• 1:38
  ago,
• 1:38
  the
• 1:39
  low
• 1:39
  price
• 1:39
  chain
• 1:39
  out
• 1:40
  of
• 1:40
  China,
• 1:40
  Luckin,
• 1:41
  just
• 1:41
  entered
• 1:41
  the
• 1:41
  market
• 1:42
  in,
• 1:42
  in
• 1:42
  New
• 1:43
  York.
• 1:43
  So
• 1:43
  yeah,
• 1:44
  so
• 1:44
  Starbucks,
• 1:44
  Starbucks,
• 1:45
  in
• 1:45
  my
• 1:45
  mind,
• 1:46
  I
• 1:46
  have
• 1:46
  no
• 1:46
  idea
• 1:47
  how
• 1:47
  formidable
• 1:47
  that's
• 1:47
  going
• 1:48
  to
• 1:48
  be.
• 1:48
  But
• 1:48
  it's
• 1:48
  a
• 1:48
  huge
• 1:48
  chain
• 1:49
  in
• 1:49
  China.
• 1:49
  So
• 1:50
  Starbucks
• 1:50
  in
• 1:50
  my
• 1:50
  mind
• 1:50
  has
• 1:51
  to
• 1:51
  differentiate
• 1:51
  on
• 1:52
  something
• 1:52
  other
• 1:52
  than
• 1:53
  throughp.
• 1:53
  Because
• 1:53
  even
• 1:54
  throughput
• 1:54
  in
• 1:55
  my
• 1:55
  latest
• 1:55
  Starbucks
• 1:56
  experience
• 1:56
  is
• 1:57
  questionable.
• 1:57
  They're
• 1:57
  not
• 1:58
  doing
• 1:58
  that
• 1:58
  well.
• 1:58
  Like
• 1:59
  I
• 1:59
  went
• 1:59
  in
• 1:59
  there
• 1:59
  the
• 1:59
  other
• 1:59
  day,
• 2:00
  there
• 2:00
  were
• 2:00
  30
• 2:01
  drinks
• 2:01
  on
• 2:01
  the
• 2:02
  counter
• 2:02
  waiting
• 2:02
  for
• 2:03
  pickup.
• 2:03
  So
• 2:03
  something's
• 2:04
  still
• 2:04
  not
• 2:04
  working
• 2:05
  right.
• 2:05
  So
• 2:06
  you
• 2:06
  know,
• 2:06
  with
• 2:06
  this
• 2:07
  headline,
• 2:07
  nickel,
• 2:08
  he
• 2:09
  clearly
• 2:09
  seems
• 2:09
  to
• 2:09
  be
• 2:10
  sending
• 2:10
  a
• 2:10
  message
• 2:10
  to
• 2:10
  field
• 2:11
  leadership
• 2:11
  that
• 2:11
  you
• 2:12
  are
• 2:12
  accountable
• 2:13
  for
• 2:13
  hiring
• 2:13
  culture
• 2:14
  and
• 2:14
  attitude,
• 2:15
  which
• 2:15
  is
• 2:15
  also
• 2:16
  something
• 2:16
  that
• 2:16
  in
• 2:16
  my
• 2:16
  recent
• 2:17
  experiences
• 2:17
  has
• 2:17
  been
• 2:18
  missing.
• 2:18
  I'll
• 2:18
  say
• 2:18
  that
• 2:18
  point
• 2:19
  blank.
• 2:19
  But,
• 2:19
  but,
• 2:20
  but
• 2:20
  my
• 2:20
  fear
• 2:20
  is
• 2:21
  because
• 2:21
  I
• 2:21
  lived
• 2:21
  through
• 2:21
  this
• 2:22
  same
• 2:22
  type
• 2:22
  of
• 2:22
  edict
• 2:23
  at
• 2:23
  Target
• 2:23
  back
• 2:23
  when
• 2:24
  I
• 2:24
  was
• 2:24
  in
• 2:24
  stores,
• 2:25
  we
• 2:25
  were
• 2:25
  told
• 2:26
  we
• 2:26
  had
• 2:26
  to
• 2:26
  interview
• 2:26
  three
• 2:27
  levels
• 2:27
  down
• 2:27
  as
• 2:28
  district
• 2:28
  leaders.
• 2:28
  What?
• 2:30
  Yeah,
• 2:30
  we
• 2:30
  did.
• 2:30
  I.
• 2:31
  So
• 2:31
  we
• 2:31
  had
• 2:31
  to
• 2:31
  interview
• 2:32
  all
• 2:32
  store
• 2:32
  managers.
• 2:33
  All,
• 2:33
  all
• 2:34
  level
• 2:34
  below
• 2:35
  store
• 2:35
  Manager
• 2:35
  and
• 2:36
  every
• 2:36
  level
• 2:36
  below
• 2:36
  them.
• 2:37
  Store
• 2:38
  manager.
• 2:38
  Makes
• 2:38
  sense.
• 2:39
  But
• 2:39
  every.
• 2:40
  Like
• 2:41
  a
• 2:41
  cashier,
• 2:42
  you
• 2:42
  have
• 2:42
  to.
• 2:42
  I
• 2:43
  mean,
• 2:43
  no,
• 2:43
  I
• 2:43
  wasn't
• 2:43
  a
• 2:43
  cashier.
• 2:44
  So
• 2:44
  there
• 2:44
  was.
• 2:44
  I
• 2:44
  had
• 2:44
  to
• 2:45
  interview
• 2:45
  store
• 2:45
  managers,
• 2:46
  what's
• 2:46
  called
• 2:46
  executive
• 2:46
  team
• 2:47
  leaders,
• 2:47
  which
• 2:47
  is
• 2:47
  like
• 2:48
  kind
• 2:48
  of
• 2:48
  a
• 2:48
  assistant
• 2:49
  manager.
• 2:49
  And
• 2:49
  then
• 2:50
  like
• 2:50
  the.
• 2:50
  And
• 2:51
  then
• 2:51
  the
• 2:51
  team
• 2:51
  leader,
• 2:51
  which
• 2:52
  is
• 2:52
  an
• 2:52
  hourly.
• 2:52
  So
• 2:53
  the
• 2:53
  two.
• 2:53
  Two
• 2:54
  were
• 2:54
  salaried.
• 2:54
  And
• 2:54
  then
• 2:55
  I
• 2:55
  had
• 2:55
  to
• 2:55
  interview
• 2:55
  the
• 2:55
  team
• 2:55
  leaders
• 2:56
  as
• 2:56
  well.
• 2:56
  Okay,
• 2:57
  so.
• 2:58
  And.
• 2:58
  And
• 2:58
  as
• 2:58
  a
• 2:59
  district
• 2:59
  manager,
• 2:59
  this
• 2:59
  is
• 3:00
  your
• 3:00
  most
• 3:00
  important
• 3:01
  job,
• 3:01
  is
• 3:01
  hiring.
• 3:02
  So
• 3:02
  I
• 3:02
  don't
• 3:02
  know
• 3:03
  how
• 3:03
  many
• 3:03
  levels
• 3:03
  down
• 3:04
  they're
• 3:04
  actually
• 3:04
  having
• 3:05
  to
• 3:05
  interview,
• 3:06
  but
• 3:06
  if
• 3:06
  it
• 3:06
  is
• 3:07
  three
• 3:07
  levels,
• 3:07
  it
• 3:08
  gets
• 3:08
  really
• 3:08
  unsustainable
• 3:09
  really
• 3:10
  fast.
• 3:10
  But
• 3:11
  it
• 3:11
  does
• 3:11
  send
• 3:12
  a
• 3:12
  message.
• 3:12
  But
• 3:12
  the
• 3:12
  issue
• 3:13
  for
• 3:13
  me
• 3:13
  is,
• 3:14
  is
• 3:15
  that
• 3:15
  the
• 3:15
  baristas
• 3:16
  at
• 3:16
  the
• 3:16
  end
• 3:16
  of
• 3:16
  the
• 3:16
  day
• 3:17
  just
• 3:17
  seem
• 3:17
  too
• 3:17
  overworked
• 3:18
  to
• 3:18
  be
• 3:18
  keeping
• 3:19
  up
• 3:19
  with
• 3:19
  mobile
• 3:19
  orders.
• 3:19
  So
• 3:20
  you
• 3:20
  can
• 3:20
  hire
• 3:20
  happy,
• 3:21
  fun,
• 3:21
  outgoing
• 3:21
  people,
• 3:22
  but
• 3:23
  days
• 3:23
  upon
• 3:23
  days
• 3:23
  of
• 3:24
  drowning
• 3:24
  from
• 3:24
  the
• 3:25
  morning
• 3:25
  pickup
• 3:25
  rush
• 3:26
  wipes
• 3:26
  the
• 3:26
  smiles
• 3:27
  off
• 3:27
  everyone's
• 3:27
  face
• 3:28
  really
• 3:28
  fast.
• 3:28
  So
• 3:29
  the.
• 3:29
  So
• 3:29
  the
• 3:29
  problem
• 3:29
  is
• 3:30
  actually
• 3:30
  at
• 3:30
  the
• 3:30
  end
• 3:30
  of
• 3:31
  the
• 3:31
  day,
• 3:31
  throughput
• 3:31
  first,
• 3:32
  then
• 3:32
  service.
• 3:33
  You
• 3:33
  have
• 3:33
  to
• 3:33
  solve
• 3:33
  one
• 3:34
  before
• 3:34
  the
• 3:34
  other,
• 3:35
  which
• 3:35
  it
• 3:35
  appears
• 3:36
  Nikola
• 3:36
  is
• 3:36
  trying
• 3:37
  to,
• 3:38
  but
• 3:38
  it
• 3:38
  doesn't
• 3:38
  appear
• 3:38
  he's
• 3:39
  trying
• 3:39
  to
• 3:39
  do
• 3:39
  that.
• 3:39
  So
• 3:40
  he
• 3:40
  might
• 3:40
  not
• 3:40
  ultimately
• 3:41
  accomplish
• 3:41
  anything.
• 3:42
  That's
• 3:42
  at
• 3:42
  least
• 3:43
  my
• 3:43
  fear
• 3:43
  anyway.
• 3:44
  Like,
• 3:44
  you're
• 3:44
  putting
• 3:45
  so
• 3:45
  much
• 3:45
  emphasis
• 3:45
  on
• 3:46
  the
• 3:46
  in
• 3:46
  store
• 3:46
  experience,
• 3:47
  but
• 3:47
  you
• 3:47
  can't
• 3:47
  get
• 3:48
  it
• 3:48
  back
• 3:48
  until
• 3:48
  you
• 3:49
  solve
• 3:49
  the
• 3:49
  amount
• 3:50
  of
• 3:50
  demand
• 3:50
  coming
• 3:51
  through
• 3:51
  the
• 3:51
  box.
• 3:52
  Right?
• 3:53
  I
• 3:53
  completely
• 3:54
  agree.
• 3:54
  I
• 3:54
  mean,
• 3:55
  this
• 3:55
  got
• 3:56
  me
• 3:56
  thinking
• 3:56
  about,
• 3:57
  number
• 3:58
  one,
• 3:58
  what
• 3:58
  you
• 3:58
  just
• 3:58
  said.
• 3:59
  Like,
• 3:59
  you
• 3:59
  have
• 4:00
  to
• 4:00
  get
• 4:01
  throughput,
• 4:01
  right?
• 4:01
  You
• 4:02
  have
• 4:02
  to
• 4:02
  be
• 4:02
  able
• 4:02
  to
• 4:02
  make
• 4:03
  those
• 4:03
  coffees
• 4:03
  to
• 4:03
  answer
• 4:04
  A
• 4:04
  and
• 4:04
  M's
• 4:04
  question,
• 4:04
  you
• 4:05
  have
• 4:05
  to
• 4:05
  be
• 4:05
  able
• 4:05
  to
• 4:05
  get
• 4:06
  me
• 4:06
  the
• 4:06
  coffee
• 4:06
  in
• 4:07
  four
• 4:07
  minutes
• 4:07
  or
• 4:07
  less
• 4:08
  or
• 4:08
  I'm
• 4:08
  not
• 4:08
  going
• 4:09
  to,
• 4:09
  period.
• 4:09
  It
• 4:09
  doesn't
• 4:10
  matter
• 4:10
  how
• 4:10
  many
• 4:10
  locations,
• 4:11
  like,
• 4:11
  and,
• 4:12
  you
• 4:12
  know,
• 4:12
  I
• 4:12
  don't
• 4:12
  care
• 4:13
  about
• 4:13
  the
• 4:13
  experience.
• 4:13
  I'm
• 4:14
  more
• 4:14
  about
• 4:14
  like,
• 4:14
  does
• 4:15
  my
• 4:15
  coffee
• 4:15
  taste
• 4:15
  the
• 4:16
  same
• 4:16
  how
• 4:16
  I
• 4:17
  want
• 4:17
  it
• 4:17
  every
• 4:17
  single
• 4:18
  time?
• 4:18
  And
• 4:18
  how
• 4:19
  quickly
• 4:19
  can
• 4:19
  I
• 4:19
  get
• 4:19
  in
• 4:19
  and
• 4:20
  out?
• 4:20
  Because
• 4:20
  I'm
• 4:20
  not
• 4:20
  going
• 4:20
  there
• 4:21
  for
• 4:21
  the
• 4:21
  experience.
• 4:22
  But
• 4:22
  the.
• 4:23
  That
• 4:23
  leads
• 4:24
  me
• 4:24
  to
• 4:24
  think
• 4:24
  about
• 4:25
  like
• 4:25
  chick
• 4:25
  Fil
• 4:25
  A.
• 4:26
  You
• 4:26
  think
• 4:26
  about
• 4:27
  your
• 4:27
  chick
• 4:27
  Fil
• 4:27
  A
• 4:27
  experience.
• 4:28
  You
• 4:28
  pull
• 4:28
  up,
• 4:29
  you
• 4:29
  have
• 4:29
  a
• 4:29
  really
• 4:29
  pleasant
• 4:30
  interaction
• 4:30
  with
• 4:31
  somebody
• 4:31
  who
• 4:31
  helps
• 4:31
  you
• 4:32
  with
• 4:32
  your
• 4:32
  order.
• 4:33
  And
• 4:33
  I
• 4:33
  never
• 4:34
  see
• 4:34
  the
• 4:35
  co.
• 4:35
  The.
• 4:35
  The
• 4:36
  chicken
• 4:36
  sandwiches
• 4:36
  being
• 4:37
  made
• 4:37
  because
• 4:37
  they're
• 4:37
  handed
• 4:38
  out,
• 4:38
  out
• 4:38
  to
• 4:38
  me,
• 4:39
  you
• 4:39
  know,
• 4:39
  either
• 4:39
  in
• 4:39
  the
• 4:40
  drive
• 4:40
  through
• 4:40
  or
• 4:40
  somebody
• 4:41
  walks
• 4:41
  it
• 4:41
  out
• 4:41
  to
• 4:41
  me.
• 4:42
  Those
• 4:42
  are
• 4:42
  the
• 4:42
  interactions
• 4:43
  at
• 4:43
  the
• 4:43
  front
• 4:44
  and
• 4:44
  back
• 4:44
  end
• 4:44
  of
• 4:44
  the
• 4:44
  experience
• 4:45
  that
• 4:45
  are
• 4:46
  meaningful
• 4:46
  to
• 4:46
  me.
• 4:47
  If
• 4:47
  they
• 4:48
  were
• 4:48
  making
• 4:48
  everything
• 4:49
  by
• 4:49
  robot
• 4:50
  inside.
• 4:50
  It
• 4:50
  wouldn't
• 4:51
  make
• 4:51
  a
• 4:51
  bit
• 4:51
  of
• 4:51
  difference
• 4:52
  to
• 4:52
  me
• 4:52
  as
• 4:52
  long
• 4:52
  as
• 4:52
  the
• 4:53
  order
• 4:53
  is
• 4:53
  consistent.
• 4:53
  And
• 4:54
  I
• 4:54
  think
• 4:54
  that's
• 4:54
  what
• 4:55
  Starbucks
• 4:55
  needs
• 4:56
  to
• 4:56
  think
• 4:56
  about
• 4:56
  here.
• 4:57
  Are
• 4:57
  you
• 4:58
  able
• 4:58
  to
• 4:59
  have
• 4:59
  the
• 5:00
  automation
• 5:00
  down
• 5:01
  so
• 5:01
  that
• 5:02
  your
• 5:02
  role
• 5:02
  for
• 5:03
  the
• 5:03
  humans
• 5:04
  in
• 5:04
  your
• 5:04
  experience
• 5:05
  is
• 5:05
  just
• 5:06
  for
• 5:06
  that
• 5:07
  interaction
• 5:07
  for
• 5:07
  the.
• 5:08
  For
• 5:08
  making
• 5:08
  sure
• 5:08
  that
• 5:09
  they
• 5:09
  put
• 5:09
  your
• 5:09
  order
• 5:10
  in
• 5:10
  correctly,
• 5:10
  that
• 5:10
  you're
• 5:11
  going
• 5:11
  to
• 5:11
  get
• 5:11
  that
• 5:11
  consistency
• 5:12
  that
• 5:12
  you're
• 5:12
  looking
• 5:12
  for
• 5:13
  every
• 5:13
  time.
• 5:14
  And
• 5:14
  bringing
• 5:14
  more
• 5:15
  people
• 5:15
  in
• 5:16
  power
• 5:16
  into
• 5:17
  this
• 5:17
  just
• 5:17
  doesn't
• 5:18
  seem
• 5:18
  to
• 5:18
  me
• 5:19
  like
• 5:19
  it's
• 5:19
  going
• 5:20
  to
• 5:20
  fix
• 5:20
  the
• 5:20
  problem.
• 5:21
  It's
• 5:21
  got
• 5:21
  to
• 5:21
  be
• 5:21
  automation
• 5:22
  first,
• 5:22
  I
• 5:22
  think.
• 5:22
  And
• 5:23
  then
• 5:23
  working
• 5:24
  on.
• 5:24
  Sure.
• 5:25
  How
• 5:25
  do
• 5:25
  you
• 5:25
  make
• 5:26
  sure
• 5:26
  that
• 5:26
  you're
• 5:26
  bringing
• 5:27
  in
• 5:27
  people
• 5:27
  that
• 5:27
  are
• 5:27
  going
• 5:27
  to
• 5:27
  liven
• 5:28
  people's
• 5:28
  day
• 5:29
  and
• 5:29
  create
• 5:29
  that
• 5:29
  experience?
• 5:30
  Well,
• 5:31
  I
• 5:31
  would
• 5:31
  go
• 5:31
  a
• 5:31
  little
• 5:31
  bit
• 5:31
  further.
• 5:31
  I
• 5:32
  don't
• 5:32
  even
• 5:32
  know
• 5:32
  if
• 5:32
  it's
• 5:33
  automation
• 5:33
  per
• 5:34
  se,
• 5:34
  but
• 5:34
  it's
• 5:35
  operational
• 5:35
  design
• 5:36
  change,
• 5:36
  you
• 5:37
  know,
• 5:37
  like,
• 5:37
  because
• 5:37
  we've
• 5:38
  talked
• 5:38
  about
• 5:38
  how
• 5:38
  much
• 5:38
  can
• 5:38
  you
• 5:39
  automate
• 5:39
  the
• 5:39
  coffee
• 5:40
  production
• 5:40
  process?
• 5:41
  You
• 5:41
  know,
• 5:41
  I
• 5:41
  think
• 5:41
  there
• 5:41
  are
• 5:42
  limits
• 5:42
  to
• 5:42
  that
• 5:42
  and
• 5:43
  in
• 5:43
  the
• 5:43
  food
• 5:43
  production
• 5:44
  process
• 5:44
  too.
• 5:44
  But,
• 5:45
  like,
• 5:45
  when
• 5:45
  I
• 5:46
  started
• 5:46
  hearing
• 5:46
  you
• 5:46
  talk,
• 5:46
  like,
• 5:47
  the
• 5:47
  issue
• 5:47
  could
• 5:48
  be
• 5:48
  like,
• 5:48
  how
• 5:48
  the
• 5:48
  stores
• 5:49
  are
• 5:49
  laid
• 5:49
  out,
• 5:50
  how
• 5:50
  much
• 5:50
  is
• 5:50
  front
• 5:50
  of
• 5:50
  house
• 5:51
  versus
• 5:51
  how
• 5:51
  much
• 5:51
  is
• 5:52
  back
• 5:52
  of
• 5:52
  house.
• 5:52
  Your
• 5:52
  point
• 5:52
  about
• 5:52
  Chick
• 5:53
  Fil
• 5:53
  A,
• 5:53
  how
• 5:53
  much
• 5:53
  do
• 5:53
  you
• 5:54
  need
• 5:54
  to
• 5:54
  see
• 5:54
  the
• 5:54
  coffee
• 5:54
  being
• 5:55
  made
• 5:55
  versus,
• 5:55
  like
• 5:55
  your
• 5:56
  grande
• 5:57
  Americano
• 5:57
  or
• 5:57
  your
• 5:57
  tall
• 5:58
  latte
• 5:58
  just
• 5:58
  comes
• 5:59
  out
• 5:59
  a
• 5:59
  door
• 5:59
  and
• 5:59
  it's
• 6:00
  ready
• 6:00
  for
• 6:00
  you
• 6:00
  and
• 6:00
  waiting
• 6:01
  in
• 6:01
  a
• 6:01
  very
• 6:01
  easily
• 6:02
  findable
• 6:02
  slot,
• 6:03
  you
• 6:03
  know,
• 6:03
  versus
• 6:03
  now.
• 6:04
  Like,
• 6:04
  I
• 6:04
  have
• 6:04
  to
• 6:04
  search
• 6:05
  through
• 6:05
  30
• 6:05
  different
• 6:05
  cups
• 6:06
  to
• 6:06
  even
• 6:06
  know
• 6:06
  if
• 6:06
  mine's
• 6:07
  there.
• 6:07
  And.
• 6:07
  And
• 6:07
  then
• 6:07
  I'm
• 6:08
  like,
• 6:08
  I
• 6:08
  found
• 6:08
  one,
• 6:08
  but
• 6:08
  I
• 6:08
  didn't
• 6:09
  find
• 6:09
  the
• 6:09
  other.
• 6:09
  And
• 6:10
  I
• 6:10
  don't
• 6:10
  know,
• 6:10
  did
• 6:10
  you
• 6:10
  make
• 6:11
  mine
• 6:11
  or
• 6:11
  am
• 6:11
  I
• 6:11
  still
• 6:11
  waiting
• 6:12
  for
• 6:12
  it?
• 6:12
  I
• 6:12
  don't
• 6:12
  know
• 6:12
  who
• 6:12
  to
• 6:13
  ask.
• 6:13
  Like,
• 6:13
  it's
• 6:13
  just
• 6:14
  crazy.
• 6:15
  Yeah.
• 6:15
  So,
• 6:15
  like.
• 6:16
  But
• 6:16
  when
• 6:17
  I
• 6:17
  think
• 6:17
  about
• 6:17
  it
• 6:17
  like
• 6:17
  that,
• 6:17
  and
• 6:18
  I
• 6:18
  think
• 6:18
  the
• 6:18
  challenges,
• 6:19
  if
• 6:20
  that's
• 6:20
  what
• 6:20
  it's
• 6:20
  going
• 6:20
  to
• 6:21
  take,
• 6:21
  the
• 6:21
  challenges
• 6:22
  in
• 6:22
  some
• 6:22
  ways
• 6:22
  seem
• 6:23
  insurmountable
• 6:24
  from
• 6:24
  an
• 6:24
  operational
• 6:24
  design
• 6:25
  perspective.
• 6:25
  And
• 6:25
  you
• 6:26
  just
• 6:26
  throw
• 6:26
  people
• 6:26
  at
• 6:27
  this,
• 6:27
  like
• 6:27
  he's
• 6:27
  doing,
• 6:28
  or
• 6:28
  you
• 6:28
  throw
• 6:28
  an
• 6:29
  emphasis
• 6:29
  on
• 6:29
  culture,
• 6:30
  you're
• 6:30
  just
• 6:30
  going
• 6:30
  to
• 6:30
  piss
• 6:31
  people
• 6:31
  off
• 6:31
  in
• 6:31
  the
• 6:32
  long
• 6:32
  run
• 6:32
  and
• 6:32
  you're
• 6:32
  going
• 6:32
  to
• 6:33
  dissatisfy
• 6:33
  a
• 6:33
  lot
• 6:33
  more
• 6:34
  workers
• 6:34
  because
• 6:34
  they're
• 6:34
  never
• 6:34
  going
• 6:35
  to
• 6:35
  meet
• 6:35
  your
• 6:35
  standards.
• 6:36
  Right.
• 6:36
  I
• 6:37
  mean,
• 6:37
  especially
• 6:37
  a
• 6:37
  district
• 6:38
  manager
• 6:38
  here.
• 6:39
  Like,
• 6:39
  why
• 6:40
  are
• 6:40
  you
• 6:40
  putting
• 6:40
  the
• 6:41
  district
• 6:41
  manager
• 6:41
  towards
• 6:42
  this?
• 6:42
  Like
• 6:42
  that
• 6:43
  to
• 6:43
  me,
• 6:43
  tells
• 6:44
  me
• 6:44
  as
• 6:44
  a
• 6:44
  store
• 6:45
  manager
• 6:46
  somewhere
• 6:46
  else.
• 6:46
  Yeah.
• 6:47
  Like,
• 6:47
  and
• 6:47
  then
• 6:47
  you're
• 6:48
  taking
• 6:48
  these
• 6:48
  people
• 6:49
  who
• 6:49
  are
• 6:49
  so
• 6:49
  valuable
• 6:50
  to
• 6:51
  innovation,
• 6:51
  understanding
• 6:52
  the
• 6:52
  whole,
• 6:53
  like,
• 6:53
  landscape
• 6:54
  of
• 6:54
  stores
• 6:55
  and
• 6:55
  what's
• 6:55
  going
• 6:55
  on
• 6:55
  in
• 6:56
  each
• 6:56
  one,
• 6:56
  and
• 6:56
  how
• 6:56
  you
• 6:56
  can
• 6:57
  make
• 6:57
  improvements
• 6:58
  to
• 6:58
  processes
• 6:59
  across
• 6:59
  a
• 7:00
  multitude
• 7:00
  of
• 7:00
  stores.
• 7:00
  Like,
• 7:01
  let
• 7:01
  your
• 7:01
  store
• 7:01
  managers
• 7:02
  who
• 7:02
  live
• 7:02
  and
• 7:03
  work
• 7:03
  in
• 7:03
  the
• 7:03
  community,
• 7:04
  let
• 7:04
  them
• 7:05
  figure
• 7:05
  out,
• 7:05
  like,
• 7:06
  what
• 7:06
  the
• 7:06
  vibe
• 7:06
  is
• 7:07
  and
• 7:07
  what
• 7:07
  the
• 7:07
  people
• 7:07
  are
• 7:08
  like
• 7:08
  that
• 7:08
  should
• 7:08
  be
• 7:08
  coming
• 7:08
  into
• 7:09
  their
• 7:09
  stores.
• 7:09
  This
• 7:09
  feels
• 7:10
  like
• 7:11
  very
• 7:11
  short
• 7:11
  sighted
• 7:12
  leadership.
• 7:12
  So,
• 7:13
  yeah,
• 7:13
  that
• 7:14
  was
• 7:14
  always
• 7:14
  my,
• 7:14
  that
• 7:14
  was
• 7:14
  always
• 7:15
  my
• 7:15
  pushback
• 7:15
  at
• 7:15
  Target,
• 7:16
  too.
• 7:16
  I
• 7:16
  was
• 7:16
  like,
• 7:16
  I
• 7:16
  hire
• 7:17
  the
• 7:17
  people
• 7:17
  to
• 7:18
  hire
• 7:18
  the
• 7:18
  people
• 7:19
  that
• 7:19
  they
• 7:19
  need,
• 7:19
  and
• 7:20
  if
• 7:20
  they're
• 7:20
  not
• 7:20
  doing
• 7:20
  that,
• 7:21
  then
• 7:21
  I'm
• 7:21
  going
• 7:21
  to
• 7:21
  get
• 7:21
  rid
• 7:21
  of
• 7:22
  those
• 7:22
  people.
• 7:22
  I
• 7:23
  shouldn't
• 7:23
  have
• 7:23
  to
• 7:23
  be
• 7:24
  involved
• 7:24
  in
• 7:24
  double
• 7:25
  checking
• 7:25
  their
• 7:25
  hiring
• 7:26
  process.
• 7:26
  Which
• 7:27
  is,
• 7:27
  that's,
• 7:27
  that's
• 7:28
  why
• 7:28
  this
• 7:28
  gets
• 7:28
  a
• 7:28
  little
• 7:29
  frustrating
• 7:29
  for
• 7:29
  me,
• 7:29
  too.
• 7:30
  Like,
• 7:30
  I
• 7:30
  just
• 7:30
  don't
• 7:30
  like
• 7:31
  that
• 7:31
  either.
• 7:31
  But
• 7:32
  anyway.