Page 94 - The Starbucks Experience

Everything Matters

Ideas to Sip On

etail is detail. For that matter, all business is
Rdetail.

• Missed details produce dissatisfied customers who go
elsewhere.

• A small detail is sometimes the difference between
success and failure. Something as simple as a 7-cent
valve helped Starbucks become a publicly traded
company.

• Important details live in both that which is seen and that
which is unseen by the customer.
• There really is no way to hide poor quality. 79

• Store environment, product quality, training, the
development of a playful culture, and a social conscience
all matter.

• Details affect the emotional connection (the “felt sense”)
that others have with you.
• Ask customers what details they notice about your
business.

• Acknowledge, celebrate, and play!
• Not only does everything matter; everyone matters
as well.