Author wants your stories for his Starbucks-authorized book

Joseph A. Michelli is writing a book about Starbucks (McGraw-Hill is the publisher) and he's looking for examples where Starbucks partners have contributed to Starbucks success in any of the following ways:

1) Innovation - improving product, service delivery, product placement, etc. in your store. What innovative ideas have surfaced in a store?

2) Attention to detail- for customers, co-workers, in the physical presentation of the store or product. How has paying attention to the little things made a positive impact with a customer?

3) Surprise and delight – creating either the predictable or a positive surprise. This could be a little thing or extra mile service. When has a customer or colleague been particularly delighted or surprised? Has a customer or partner ever surprised and delighted another partner?

4) Working through resistance - listening to resistance or dealing with challenging customers, managers, co-workers and turning the situations to the good. How has listening to a customer, community group, partner, etc and making adjustments improved your store or the experience for customers?

5) Make your mark - things done beyond the walls of the store to affect a positive outcome for your community or world. What are you proud of in terms of your acts or the actions of fellow partners in serving your communities?

Michelli says: "NO STORY IS TOO SMALL. We will be glad to further explore the story for possible use in the book. If a person’s story is included in the book, I will forward a copy of the book, mention them by name (with their permission) and offer them a token of my appreciation." You can e-mail him or visit his StarbucksStories.com website.

In order to allay concerns from barista’s concerning talking with him (given corporate policies), the author has a letter from corporate giving employees the green light or a number to call at corporate if they have questions. This letter is at the Starbucks Stories website.

Comments

[cornfrost]

We had one customer, Nicole, who used to come in for a decaf just before closing, and we would talk. She said it put her in a good mood when I was there. One asst mgr, Jen, thought we yapped too much, which infuriated her. Jen would look daggers at us, shoo Nicole away and wag her finger at me. So then Nicole said it put her in a bad mood when Jen was there. So maybe it's a zero-sum game.

That said, anyone else find this book thing (which is apparently being authored by an inspirational, motivational organizational psychologist) TOTALLY WEIRD and kind of creepily up-with-people-ish?

Cornfrost, I think you need some quiet time out back with your Green Apron Book.

[holmes]

How legit is this book? Have baristas heard about this project and seen the letter? I'm just curious because the website looks really crappy.

[STARBUCKS GOSSIP webmaster]

Re: Above inquiry. It's legit. I've exchanged e-mails with the author and his assistant.

[holmes]

Cool! I sent my story in and got an email from Lynn Stenftenagel along with a release form. So how many of you guys sent a story???

[just a barisita]

I've been at Starbucks for 2 yrs now, and I have found that with treating people kindly (and by the way of the green apron book) doesn't necessarily work. Although most people enjoy the barisita's remembering their drink or name will make a difference in each other's day. It is the kid's who think working for our company would be cool and so trendy is what makes it hard. When you work at a store level there is actual work to do.
Most of our customers could care less. It's when you have great partners that make this easy for us.Not only really working together makes a difference, but we all help each other from jumping over that counter.
The experience we try to make everyday can be easy if the people who come in want it. But if they don't they make a crappy experience for us. Suprisingly most people have no interest in learning about coffee or what our company really does. They would just want their cup of hot milk with less than 2 oz coffee and that's fine.Get your sugar high and leave! Let the real coffee drinkers come in and bark at me because I know they want that good cup of dark roast.I would rather they yell at me than the 2 1/2 pump mocha people treat me like dirt. You all do and you know it! Most people should let those little needs to be so different should go away. Because you'll never be satisified. I don't know how many times I was asked if I got the job because I wasn't capable of getting a real job. Just know everything we have to do isn't as easy as is looks.The truth is the people who enjoy good coffee,good conversations is what makes my job fun. So when you want your 3rd place experience understand it might not be the partners it's probably you.

[cornfrost]

Hee hee. We have one horrid, nasty, wretched old-lady customer who comes in occasionally. One night, she bought a tall coffee and a vanilla biscotti. She accused me of overcharging her by a dime. To give her proof of the correct price, I printed a receipt. As you know, the receipt has a 2 or 3 second delay. When I handed her the change plus receipt, she said, "You're very slow. That's why you work here."

We were dumbstruck. Then we all cracked up. That has now become the legendary insult in my store: "You're very slow. THAT'S WHY YOU WORK HERE!!"

[T. Anthony]

Are you mad? While your coffee is the best, I'd rather you do away with all your coffee comments on the cups rather than reproduce that mindless twaddle from "Purpose Driven Live." Until you do, I'm afraid I'll be going elsewhere. T. Anthony

[sbuxfan]

guess T.Anthony above is long gone. Good, cuz it seems he missed some of the great quotes and thoughts on the SB comment Cups. What cool idea. One quote could be " try not to be judgemental" T.Anthony should read it. I should read it. That is the point.

[Lisa m]

I bought the book. Though to some it may be highly and overly idealistic, I've gone to several local Starbucks and might vouch for a few of the positive things in the book-received a size larger for my drink for the price of a smaller one and received one free one just because I had too large of a bill to change. I wish I could get my layman's copy of Green Apron Book. Something more portable to carry than THe Starbucks Experience :)

[donovan]

I just finished reading the starbucks experience. I don't drink coffee. I love the atmosphere in the stores. Sure some really suck, but I find that most are good. And some, some are great as depicted in the book.

You guys do a phenomenal job. Thank you. And I don't even drink coffee, I like your other stuff.

[S. Grant]

I want to reiterate Donavan's comment. You guys (and gals) do a phenomenal job! I do drink coffee and lots of it! I'm currently up writing an essay on Starbucks "environment" for my Organizational Development class. I went to a local Starbucks here in Oregon to talk to the partners and "Adam" - a coffee master was kind enough to lend me his Green Apron Book! Reading that little book hit home. What great advise on how to live everyday life. I wish every business followed those principles! I also got a great deal of information from Adam on how Starbucks work - very interesting! Thanks for being so friendly - we customers DO appreciate it. (I loved the story of the old lady and how you turned around her nasty comment to something humorous and positive!)

[Mary]

I have had a not so pleasant experience at Starbucks...I know, but it is true. I frequent several Starbuck's throughout the city of Salt Lake in Utah. I always order the same thing....light cafe mocha frozen. I have been asked several times if I would like whip...I always say no. One time when ordering I told the barista i would not like any whip on that. She said in a snotty tone "we don't ever put whip in light cafe mocha's". I went on to explain that I have been offered whip several times. She ignored my statement and came across rude, maybe more snobby than rude. Honey, you're a BARISTA! That one bad experience really made my Starbuck's trip that day a very bitter cup of coffee.

[SuperShiftNW]

So, Mary, I'm guessing you're wanting a Mocha Frappuccino® Light blended coffee... I'm sorry that you were ever asked if you wanted whipped cream. Maybe baristas in the other stores you visited thought they were offering you an opportunity to indulge a little bit, even if you were drinking a light beverage. However, the drink recipe does not include whipped cream, so the barista you met was correct.

Most intriguing to me is your statement, "Honey, you're a BARISTA!" Please help me understand what you intend with that statement because, to me, it seems a bit rude or snobby...

[Deborah Clark]

I absolutely love Starbucks, and I love it when I see more of them open up all over. I was, however, really disappointed to see the only one we had that remained open all night come to an early night closing like all of the others; that place was so nice for snacks in the middle of the night when I couldn't sleep; you guys have some of the best cookies, and cakes I have ever had.
I most of the time like to enjoy a Mocha light Frappachino with whip and mocha drizzle, but I just don't understand why between all of your stores, there is no real conssistancy about how much mocha syrup is really put in - or how dark my drink gets; I like my drink pretty dark - it has a great deal more flavor, and when the ice melts down more, it keeps it's flavor, but when someone gives me a real light colored frappachino, I know it will be very bland- and that I just wasted my money-then I want to go to a different one and re order my drink so I can have a darker one; lately, I just go ahead and just ask for extra pumps of that syrup, that helps.

I would surely like to know why one day at the same Starbucks, I get a very light bland drink, and the next day or two later, I get a darker one; I do notice that when a guy makes the drink, they are usually how I like them - darker; I would really like to express this view to all of you so that something can be done for furthering the consistancy of your wonderful product. God bless all of you at Starbucks, and I am sorry about all of us complaining people, I usually treat you very happily when I come, I have never been mean or nasty to any of you, in fact, I just wouldn't do that to you, no, I love my starbucks, so I am very happy to see you guys! and you guys have always been very good to me, very polite, and very honorable toward me. I thank you for making me feel like I was a queen for the hour- a little bit of that for any one person goes a long ways.
One day, I was having a very bad day, and one of the girls asked me how I was doing, and I answered, and told her that I wasn't doing very well; I am handicapped and she had no idea what kind of pain I was dealing with, but she made my drink, gave it to me and told me it was on the house and that she hoped I would have a better day- Wow, that is good business!!! she made me feel so much better right at that moment, like I was really important; that was nice. Thanks for listening to my blogging, DEbC<><

[Elaine]

I have a Starbucks story. I went to our Target today in Belleville IL, when I finished I went to the instore Starbucks. While waiting in line for my Carmel Macchiato my Daughter-in-law and Grandson came in. He's just learning to walk and walked up and pointed to a girl who was holding a colorful toy. While taking to my Grandson and family someone said, "Is that Elaine?". When I turned around it was a lady named Charlene Brennen, a Realtor who uses the MLS system that I work for as the Technical Director. She pointed out her Daughter in line. It was the girl with the toy. I told her that my Grandson had his eye on the toy. She then gave me the toy, she said they only wanted the package it came in for a science project. Nice lady and a great Realtor, remember her if you're in the area and are looking to buy or sell a home. Strange things happen at Starbucks, and some of them are really nice things too. Thanks again Charlene!

[j]

wee