Improving Quality in a Unstable Environment: The Starbuck's Example

Earlier this week Starbuck's took the time to retrain some 135000 baristas on how to properly make their coffee's. They closed down 7300 branches for 3 hours the other night. That's a staggering move when you step back and think about it.

As mortgage brokers in an ever competitive market what can we take from this move by Starbuck's? To me it says if competition can eliminate the ability for a jugernaut like Starbuck's to rest on it's name alone it could really be devastating to a small broker. Without quality people will take there business elsewhere. For Starbuck's it's about the espresso for us it's about the service and of course loan programs. Being a broker our control over loan programs is limited, however, we do have control over what programs and services are offered to a given client and how they are ultimately delivered.

Let's take a page out of Starbuck's book and retrain ourselves on how, we as brokers, can deliver to our customers the products and services they have hopefully come to expect!