Page 45 - The Starbucks Experience

PRINCIPLE 1

to Betty’s taste. Listening followed by action—those were the
essential ingredients for the success of Betty’s experience and
the experiences of all customers and staff alike.
Connect, discover, and respond. Each of us can incorpo-
rate those elements into our relationships—with peers, super-
visors, subordinates, and customers.

Create Your Own Experience

• What are you doing to encourage the discovery of the
unique needs of those whom you and your colleagues
serve?
• What can you do to invest more of yourself and to get
others to invest more of themselves in the process of
30 interpersonal connection and discovery?
• Are you taking action and following through on those
discoveries?

Be Considerate
Starbucks leadership challenges partners to be considerate of
needs on a global level, and staff members consistently deliver
on this challenge. By making consideration their own, Star-
bucks partners look beyond their own needs and consider the
needs of others. In this context, “others” includes a large cast
of characters: customers, potential customers, critics, cowork-
ers, other shareholders, managers, support staff, farmers,
those who pick the coffee beans, vendors, and even the envi-
ronment. In essence, “others” equals the entire universe of
people and things that Starbucks and its products affect.