Think Big Flashcards
Core behaviors of Think Big
- We value imagineering and big impact scale thinking even if ideas seem impractical or complex at the surface.
- We set bold visions that challenge us to think and act long-term.
- We embrace the big ideas that inspire us to build new ways to serve pet parents.
Reflecting on your career, what is your most significant accomplishment?
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Can you share an example of a time when you realized a process needed changing? How did you make a small simple change that had a big impact?
Situation: While working as a shift lead at Starbucks, I observed that our beverage-making process was causing inefficiencies and slowing down the team.
Task: I recognized the need for a change to streamline the process and improve efficiency.
Action: I rearranged a few items and adjusted the workflow to eliminate the areas where we were crossing paths and causing delays.
Result: The small and simple change had a significant impact. The team experienced improved productivity, reduced wait times for customers, and smoother operations overall.
What is the biggest idea you have ever implemented? What was the outcome?
Situation: While working at Starbucks, I observed that our store’s cleanliness and health department score were not meeting expectations.
Task: I took the initiative to develop and implement a comprehensive cleaning schedule for the team.
Action: I created a detailed cleaning schedule that included specific tasks, frequency, and assigned responsibilities for each team member. I communicated the new cleaning protocol to the team.
Result: The implementation of the cleaning schedule had a significant impact on the store’s cleanliness. As a result, our health department score improved, reflecting the commitment to cleanliness and sanitation.
Describe the last time you thought “outside the box” and how did you do it? Why?
Situation: As a CS fraud specialist, I encountered a complex situation where an account had multiple names, and an incorrect contact number. The order appeared potentially fraudulent, and I needed to find a solution.
Task: My objective was to investigate and resolve the issue while ensuring a seamless customer experience.
Action: To think outside the box, I conducted additional research on one of the names associated with the account. Through my investigation, I discovered that the person was a hospice nurse for the customer who had placed the order. This information provided valuable context and helped explain the discrepancies.
Result: By considering alternative sources of information and connecting the dots, I successfully identified the legitimacy of the order and ensured a positive outcome for both the customer and our organization.
Why: Thinking outside the box was crucial in this situation because the standard verification methods were limited or inconclusive. By researching and uncovering additional information, I was able to make an informed decision and provide a resolution without delays.
Tell me about a time when you sacrificed short-term gain for a long-term result.
Situation: As a CS fraud specialist, I encountered a customer whose account had been compromised. The customer lacked internet savviness and needed guidance on securing her accounts.
Task: My objective was to assist the customer in securing her accounts and educate her on basic internet safety practices, despite potential impact on my short-term performance metrics.
Action: Recognizing the importance of helping the customer protect herself in the long run, I sacrificed short-term gains by spending additional time with her. I patiently walked her through the steps to secure her accounts, explained common online security threats, and provided guidance on best practices to prevent future incidents.
Result: By investing the extra time and effort, I empowered the customer with the knowledge and skills necessary to protect herself online. Although this impacted my immediate performance metrics, the long-term result was a more informed and secure customer who could navigate the online world with greater confidence.
Tell me about a time you were able to take a seemingly impractical or complex situation and still deliver in a big way.
Situation: As a shift leader at Starbucks, a barista placed an order for a customer who needed a large quantity of coffee for a marathon event the next morning. However, our store did not have the necessary equipment and supplies to fulfill the order.
Task: My objective was to find a solution and ensure that the customer’s coffee needs were met despite the initial impracticality of the situation
Action: I contacted multiple nearby Starbucks stores to inquire about their equipment and supplies availability. After coordinating with them, I arranged to pick up the required equipment and supplies to fulfill the customer’s order.
Result: By taking the initiative to seek alternative solutions and collaborate with other stores, we were able to deliver on the customer’s request in a big way. The customer received the desired quantity of coffee for the marathon event, ensuring a positive experience.
