Page 194 - The Starbucks Experience

A Final Word

Consider doing a personal inventory of how you stack up
against the Starbucks Experience principles. Consider the fol-
lowing questions:

• How consistently welcoming am I?
• What details do I tend to overlook?

• Where can I offer more surprise or delight in my
workplace?

• In what situations do I embrace resistance, and when
do I run from it?
• What mark am I leaving at work, at home, and in
my community?

Discuss the Starbucks Experience principles with a like-
179
minded person or your work team.
Where possible, encourage all team members to look at
your collective performance in relation to these principles.
For example, in corporate assessment and strategic planning
sessions, ask these questions:
• As a team, what are your strengths with regard to
accepting criticism, executing the details, or
delighting customers?

• What are your weaknesses when it comes to balanc-
ing your profitability with your broader mission?

• How can you help encourage greater product and
service innovation throughout your business?

From this evaluation and planning exercise, great things
can happen! As anthropologist Margaret Mead so eloquently