(1) LATTE method for Starbucks to deal with an angry customer

• Listen to customer
• Acknowledge the problem
• Take action
• Thank them
• Explain what went wrong

(2) "Habits never really disappear. They just get buried waiting for the right cue."

(3) Golden rule for habit change

You can change old habits by creating old cravings - same cue and same reward but new routine

(4) "Individuals have habits, organizations created routines."

(5) "Repeated behavior creates craving for reward upon occurrence of the cue."

(6) "New habits won't last during stressful times."

#Psychology