Page 40 - The Starbucks Experience

Make It Your Own

priority to being welcoming, demonstrating generally what
being welcoming looks like, refreshing that image, and then
letting people make that concept their own as they bring it
into the lives of those they serve.

Create Your Own Experience

• Is your business giving your customers those memorable
welcomes?

• How can you help your team members bring their unique
brand of welcoming to your business?
• Look around. Whom can you welcome today?

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Be Genuine
Starbucks leadership helps partners embrace the idea of being
genuine and the importance of that idea to the Starbucks
Experience. The concept of what it takes to be genuine is
fairly straightforward, but profound. At Starbucks, being
genuine means to “connect, discover, and respond.” Focus-
ing on these three elements in each customer interaction
forms a quality relationship. By contrast, how many of us
have been served by people who gave the impression that they
couldn’t have cared less?
Customers aren’t looking for best friends; they just want
a positive connection, and they want their needs to matter.
They resent being treated as if they were just wallets with
humans attached. In order for a connection to occur, a per-
son has to feel heard. Genuineness requires listening through
both verbal and nonverbal channels.