Page 109 - The Starbucks Experience

PRINCIPLE 3

work, but they also become energized. That energy is infec-
tious, and people both inside and outside the company ben-
efit from the enthusiasm.

Create Your Own Experience

• In what ways have you been surprised in your workplace?

• How can you surprise others through small gestures or
tokens of appreciation?

• What energy have you expended to understand the ways
in which your colleagues like to be surprised?
• How can you remind yourself to bring surprise into the
lives of others?
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• What benefits can you expect from enhancing your ability
to create positive, unexpected experiences at work?

Not only can unexpected events be used to create a posi-
tive and dynamic culture, but they can also encourage
unusual partnerships. An amazing example of this occurred
when a Starbucks partner worked with other employees and
members of her community to share their love of Starbucks
coffee with soldiers halfway around the globe.
A month prior to being deployed to the rugged mountains
of Afghanistan, Sergeant Scott Matthews, a Black Hawk hel-
icopter mechanic and national guardsman, purchased an
espresso machine and some coffee from an Atascadero, Cal-
ifornia, Starbucks. Sergeant Matthews’ sister-in-law, Amy
Mueller, a barista at this location, not only arranged for ship-