{"id":8997,"date":"2016-04-06T19:00:15","date_gmt":"2016-04-06T23:00:15","guid":{"rendered":"http:\/\/moonrider7.com\/en\/?p=8997"},"modified":"2016-04-07T22:53:00","modified_gmt":"2016-04-08T02:53:00","slug":"real-strength-of-people-with-disabilities-at-workplace-starbucks-1","status":"publish","type":"post","link":"https:\/\/moonrider7.com\/en\/2016\/04\/06\/real-strength-of-people-with-disabilities-at-workplace-starbucks-1\/","title":{"rendered":"Real Strength of People with Disabilities at Workplace ~Starbucks Part 1~"},"content":{"rendered":"
\"MoonRider7_Starbucks_Headquarters_2\"
Starbucks Headquarters in Seattle<\/figcaption><\/figure>\n

Starbucks is the top-ranked company on my To-Visit List.<\/p>\n

When I was working for a fashion retail company in Japan, I was in Corporate Social Responsibility (CSR) team which plans and implements projects by utilizing business resources to make a better society, and at the same time make the company stronger.<\/p>\n

For example, my team implemented programs to reduce usage of plastic shopping bags, support cultivate organic cottons, and created a women\u2019s committee to improve working environment and many other projects.<\/p>\n

While I was in charge of CSR projects, I was interested in creating a new customer service training program focusing on customers with disabilities.<\/p>\n

I had surveyed friends and colleagues with disabilities to understand what their best customer service experience is.<\/p>\n

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According to the survey result, highest customer service providers are Tokyo Disneyland and Tokyo DisneySea. <\/span><\/p>\n

This result is not very surprising. Tokyo Disneyland and Tokyo DisneySea are often referred as the country of dreams in Japan. <\/span><\/p>\n

Tokyo Disney Land and Tokyo DisneySea have a policy that they don\u2019t offer discount tickets for people with disabilities (*1) because they keep improving the system and service so that everyone can have a great time equally. <\/span><\/p>\n

I experience very high quality of their customer service every time when I visit there.<\/span><\/p>\n

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I got more interested in the top second company in the survey result. <\/span><\/p>\n

It was Starbucks, which more people go to get a cup of coffee there as a part of their daily lives. <\/span><\/p>\n

Starbucks has come to Japan in 1995 and now have more than 1,000 stores. <\/span><\/p>\n

According to the survey result, many people with disabilities felt Starbucks has a really comfortable environment, because Starbucks partners, which is the term Starbucks uses to refer to their employees, deliver high quality of customer service. <\/span><\/p>\n

The partners would care for customers with disabilities, but not so much that they feel uncomfortable. <\/span><\/p>\n

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\"MoonRider7_Starbucks_Headquarters\"
Starbucks store located on the 1st floor of Starbucks headquarters<\/figcaption><\/figure>\n

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Personally I often went to Starbucks during my lunch breaks when I was working in Tokyo. <\/span><\/p>\n

The Starbucks partners always welcomed me with big smiles and remembered how I want them to support me. <\/span><\/p>\n

For example, I want them to bring my coffee to my table, but I don\u2019t want them to remove the chair, which I prefer to use rather than my wheelchair when I take a break. <\/span><\/p>\n

I really feel relaxed to be there because I do not need to spend any effort explaining what I want every time I go there.<\/span><\/p>\n

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As a customer who likes Starbucks\u2019 customer service, I was very curious how Starbucks maintains the high quality of customer service at the numerous number of stores. <\/span><\/p>\n

I didn\u2019t have a chance to visit Starbucks Japan, but in Seattle, I could visit Starbucks Headquarters twice! <\/span><\/p>\n

I have lots of stories to share with you, so I will post 4 visit reports!\u00a0<\/span><\/p>\n

\"MoonRider7_Strabucks_Headquarters\"
Starbucks Headquarters in Seattle<\/figcaption><\/figure>\n

On the first visit, Ms. Cori Pudelko, the president of Access Alliance, one of Starbucks\u2019s employee resource groups (*2)\u00a0<\/span>which promote inclusion and integrate accessibility at Starbucks. <\/span><\/p>\n

She explained that Starbucks has partners with a variety of disabilities all over the world. <\/span><\/p>\n

She also talked about Starbucks\u2019s employment view; \u201cThe person first<\/strong>\u201d. <\/span><\/p>\n

A person may have disability, but what they are capable of, comes first.\u00a0 <\/span><\/span><\/p>\n

Their skills and qualification are essential functions and are needed for their role. <\/span><\/p>\n

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Afterwards, she took me to a regular meeting of Access Alliance. <\/span><\/p>\n

There were about 12 people in the meeting room. <\/span><\/p>\n

What surprised me first was 2 deaf members and an ASL interpreter were there too. <\/span><\/p>\n

I haven\u2019t seen this kind of situation that deaf employees are included in a regular company meeting with an interpreter in Japan.<\/span><\/p>\n

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Not only being in the meeting, those 2 deaf members gave opinions which come from their experiences as a deaf persons. <\/span><\/p>\n

For example, the members were discussing about the design of T-shirt which partners would wear at the shareholder\u2019s meeting. <\/span><\/p>\n

Some members gave an idea to put different designs on the front of T-shirt. <\/span><\/p>\n

Then, the deaf member said,<\/span><\/p>\n

\n

\u201cI would like to give a feedback.\u00a0 <\/span><\/span><\/p>\n

When you get a lot of information in front of the shirt, it actually would make really difficult for deaf people to see other folks signing. <\/span><\/p>\n

It is also hard for people hold vision to see contrast in color. <\/span><\/p>\n

So, if you want to do a logo, you could place it in the top right corner or on the sleeve.\u201d<\/span><\/p>\n<\/blockquote>\n

\u00a0<\/p>\n

\n

\u201cI love the sleeve idea!\u201d<\/span><\/p>\n<\/blockquote>\n

Cori replied as soon as the deaf member spoke up. <\/span><\/p>\n

Others also appreciated his feedback which was something other members, including me, would have never thought about. <\/span><\/p>\n

His brilliant idea came from his personal experience as a deaf person.<\/span><\/p>\n

\"MoonRider7_Starbucks_Headquarters
Starbucks Mission<\/figcaption><\/figure>\n

In US, individual opinions are considered more important, so everyone is encouraged to express their opinion.<\/p>\n

But in Japanese culture, group\u2019s integration is more important.<\/p>\n

So more people would hide their opinions in mind if older employees or higher positioned employees give a different opinion.<\/p>\n

\u00a0<\/p>\n

The experience at Starbucks to see minority people, everyone, speak out their opinions in a meeting equally, was very rare.<\/p>\n

I felt the real power of people from different background from this experience at Starbucks!<\/p>\n

\u00a0<\/p>\n

Different perspective leads others to new findings.<\/p>\n

\u00a0If everyone has same opinion or nobody can express their own opinions, it is really hard to create new ideas due to lack of new discoveries.<\/p>\n

I believe diversity and inclusion really make a difference to corporate culture, commercial products and customer service.<\/p>\n

And their impact would bring much more talented employees and royal customers.<\/p>\n

\u00a0<\/p>\n

To be continued.<\/a><\/span><\/p>\n

*1 Please refer to this article.<\/p>\n

Why Tokyo Disney Land Doesn\u2019t Offer Discount for People with Disabilities<\/a><\/p><\/blockquote>\n