Page 93 - The Starbucks Experience

PRINCIPLE 2

for about 30 minutes. She told me about how she missed her
husband and how hard it was for her to move on. A few days
later, Irene came back to my store. She was dressed in a beau-
tiful outfit. She said, ‘I’m ready to do this by myself now.’
Irene asked if she could order a smaller cup of coffee. She
took the muffin, one fork this time, and the knife. She split
the muffin and told me, ‘I guess I’ll just have to make it last
for two days.’”
So is it the coffee, the music, the couches, the relaxed pace,
the smiles, or the free bathrooms? At Starbucks, it’s attention
to the details of everything—because everything matters. The
details that are important to customers are as varied as the
customers a business serves. But one thing is incontrovertible:
when a company helps its people bring pride, excellence, and
playfulness to every aspect of their jobs, those workers liter-
78 ally have the chance to change the lives of those around them.

Create Your Own Experience

• What should matter to you that may have been overlooked?
• What details could you attend to that probably matter to
your colleagues and your business’s customers?

• What small stuff needs your attention?
• Have you asked your customers what details matter
to them?

• What can you do to help drive an everything-and-
everyone-matters approach in your workplace?

• Whose life can you change?