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.