Sunday, October 05, 2008

The Starbucks Experience

Though I resist most franchises, Starbucks won me over when I was living in Asia. It was an oasis of home and of calm. The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joshpey Michelli is a quick and fairly interesting read describing how the ubiquitious coffee chain has pioneered creative and caring service. I found it interesting to learn how local barristas cope with customers who come in with their own milk or who want the most bizarre concoctions (e.g. "15 pumps of chai, 2 pumps of cinnamon, with nonfat milk poured into a cup and all steamed together"). There are stories of true caring for the customer that you just rarely hear of. Also policies that promote cooperation rather than restrictions on the customers or neighboring stores.

Michelli's story is 100% positive. He does note some troubles Starbucks has had but then shows how they turned some lemons into lemonade. Am I too skeptical to think things can't be that rosy? I do think it's a good company and one businesses should study.


IamMBB said...

Rachel's got some stories. Interestingly, she said that the Starbucks' secret shoppers check to see if the baristas know their customers' names.

Joseph A. Michelli said...

Thank you for taking the time to blog about my book, "The Starbucks Experience." By sharing your favorable thoughts you are making a significant contribution to the positive impact of the book. I am truly grateful-
Joseph A Michelli, Author