Starbucks chairman warns of "the commoditization of the Starbucks experience"

Starbucks chairman Howard Schultz wrote this to CEO Jim Donald earlier this month. The memo's authenticity has been confirmed by Starbucks.

From: Howard Schultz
Sent: Wednesday, February 14, 2007 10:39 AM Pacific Standard Time
To: Jim Donald
Cc: Anne Saunders; Dave Pace; Dorothy Kim; Gerry Lopez; Jim Alling; Ken Lombard; Martin Coles; Michael Casey; Michelle Gass; Paula Boggs; Sandra Taylor

Subject: The Commoditization of the Starbucks Experience

As you prepare for the FY 08 strategic planning process, I want to share some of my thoughts with you.

Over the past ten years, in order to achieve the growth, development, and scale necessary to go from less than 1,000 stores to 13,000 stores and beyond, we have had to make a series of decisions that, in retrospect, have lead to the watering down of the Starbucks experience, and, what some might call the commoditization of our brand.

Many of these decisions were probably right at the time, and on their own merit would not have created the dilution of the experience; but in this case, the sum is much greater and, unfortunately, much more damaging than the individual pieces. For example, when we went to automatic espresso machines, we solved a major problem in terms of speed of service and efficiency. At the same time, we overlooked the fact that we would remove much of the romance and theatre that was in play with the use of the La Marzocca machines. This specific decision became even more damaging when the height of the machines, which are now in thousands of stores, blocked the visual sight line the customer previously had to watch the drink being made, and for the intimate experience with the barista. This, coupled with the need for fresh roasted coffee in every North America city and every international market, moved us toward the decision and the need for flavor locked packaging. Again, the right decision at the right time, and once again I believe we overlooked the cause and the affect of flavor lock in our stores. We achieved fresh roasted bagged coffee, but at what cost? The loss of aroma -- perhaps the most powerful non-verbal signal we had in our stores; the loss of our people scooping fresh coffee from the bins and grinding it fresh in front of the customer, and once again stripping the store of tradition and our heritage? Then we moved to store design. Clearly we have had to streamline store design to gain efficiencies of scale and to make sure we had the ROI on sales to investment ratios that would satisfy the financial side of our business. However, one of the results has been stores that no longer have the soul of the past and reflect a chain of stores vs. the warm feeling of a neighborhood store. Some people even call our stores sterile, cookie cutter, no longer reflecting the passion our partners feel about our coffee. In fact, I am not sure people today even know we are roasting coffee. You certainly can't get the message from being in our stores. The merchandise, more art than science, is far removed from being the merchant that I believe we can be and certainly at a minimum should support the foundation of our coffee heritage. Some stores don't have coffee grinders, French presses from Bodum, or even coffee filters.

Now that I have provided you with a list of some of the underlying issues that I believe we need to solve, let me say at the outset that we have all been part of these decisions. I take full responsibility myself, but we desperately need to look into the mirror and realize it's time to get back to the core and make the changes necessary to evoke the heritage, the tradition, and the passion that we all have for the true Starbucks experience. While the current state of affairs for the most part is self induced, that has lead to competitors of all kinds, small and large coffee companies, fast food operators, and mom and pops, to position themselves in a way that creates awareness, trial and loyalty of people who previously have been Starbucks customers. This must be eradicated.

I have said for 20 years that our success is not an entitlement and now it's proving to be a reality. Let's be smarter about how we are spending our time, money and resources. Let's get back to the core. Push for innovation and do the things necessary to once again differentiate Starbucks from all others. We source and buy the highest quality coffee. We have built the most trusted brand in coffee in the world, and we have an enormous responsibility to both the people who have come before us and the 150,000 partners and their families who are relying on our stewardship.

Finally, I would like to acknowledge all that you do for Starbucks. Without your passion and commitment, we would not be where we are today.

Onward…

Comments

[Lane]

Has anyone ever received a response back from Starbucks. We sent letters regarding my daughters termination to all of the main people in the corporation, which consisted of a description of what happened, coffe awards she earned, pictures and a copy of the corrective action. But no one ever responded. Bad employee relations.

[50 Cent]

http://nicole-kidman-fan-blog.blogspot.com Nicole Kidman
http://eva-longoria-fan-blog.blogspot.com Eva Longoria

http://50-cent-fan-blog.blogspot.com 50 Cent
http://akon-fan-blog.blogspot.com Akon

[Madonna]

http://justin-timberlake-fan-blog.blogspot.com Justin Timberlake
http://gwen-stefani-fan-blog.blogspot.com Gwen Stefani
http://kylie-minogue-fan-blog.blogspot.com Kylie Minogue
http://madonna-fanblog.blogspot.com Madonna

It sounds like the Howard I new when I worked for Starbucks. He did not want those big machines in the stores. That battle was lost. Its real

[Nilesh]

Can anybody plz give me the REAL REAL email id of Howard Schultz--yes thats right THE Howard Schultz,CEO and Chairman of Starbucks?I dont think it is that difficult,I mean its only six degrees of separation,right?

[Gino]

Fartfignutten!

[Rambone]

More cream in my coffee. Man cream for one and all.

[Rambone]

Jizza brings a sticky cohesiveness that you just can't get at a local diner. Espresso with nut sauce latte

[Melody]

Webmaster, can you clean up the spam from this thread?

[judge]

Howard is some slick business guy from Boston, not some earthy coffee loving guy from Seattle. If he did in fact write this letter, it's because he WANTED it to leak. Starbucks needs to get back to its roots true, but only if they train their partners right. I go to the bucks now ONLY because i know they are using the machines which do all the work for them. I'd rather have a run of the mill coffee drink then a hit or miss one. While I took great pride in my work as a barista, that doesn't mean that folks working at Starbucks now do. And why should they? Instead of brewing double strength coffee they use powder packets. instead of coffee school barista's are just thrown on the bar. and lastly, instead of my pick of single origin coffee's i have a whole bunch of blends (even Sumatra is a blend!). This is the Starbucks he wanted but it's not what the customers want. So it's now time to regroup and get back on course, leaking an email like this isn't hurting the corporate image one bit, so why not?

[Tom Brinkman]

When Starbucks seeks innovation...

Do they want collaboration ?

If they want to col-lab... Read on.

When you can see three sides of a box... I can teach you to see all six... Link at bottom... or www.BoxRudders.com and view the Starbucks Boxes.

When you can see only one side of a Starbucks credit card... I can teach you to easily see two side at one time.

Here is a quote from Howard Schultz... "Let's be smarter about how we are spending our time, money and resources. Let's get back to the core. Push for innovation and do the things necessary to once again differentiate Starbucks from all others. "

[A. Dama]

I have been going to the same starbuck store on Fairmount ave. in San Diego for many years. Lately. I have encountered two shift managers, one particularly called pablo. He is so rude and with issues, I had stopped going there. I have taken all of my friends to Cutterr point. I hope management pays attention to customer needs and gets rid of the weed.
Dama

[Maria Loi]

Re: Illegal action of one of Starbucks’ manager in Richmond, BC

Please kindly help me!
I had spoken to the customers service twice nothing was done. I had written to Howard Schultz four times and nothing happens or a reply from their management.
What had happened?
Kim the manager, I had known for quite sometime at 64th and Granville. I had helped her with a lot of good advice because I am a result coach. She was promoted to be the manager at a store in Richmond, BC. I saw her there and the store was quiet so I helped her to promote that store. It did worked, but I saw unhappiness there for the lazy aggressive staff bullied the weak submissive staff due to ethnicity.
I thought I should helped her again, instead she reprimanded me and told me to mind my own business loudly and rudely. I felt funny and sat down to wait for my fresh brewed coffee. Then, all of a sudden the security came to my seat and claimed that I made Kim cried and I should be evicted. I told him that I would go after I finished my coffee. The security thought Kim was right and called the police too. The police found no case against me and the Manager at the security company had appreciated my forgiveness because the security had been cheated to believe that I caused Kim to cry, so, the real culprit was Kim.
The first customer service responded that her manager was right even when she was wrong. The second customer service listened, and promised to get back to me but never did. I wrote Howard Schultz four times and I heard nothing.
All I want is to ensure my rights and also the truth to the whole matter and also to go back there to buy my coffee if I wish to. If I am wrong, I would have apologized to her.
I was being kind to her and it was funny that she is so nasty to me this time!
Please kindly help me, I know Starbucks is the biggest coffee place in the world but if their middle manager is wrong Starbucks should not take side!
I am not asking for anything but the facts of the matter had to be revealed and the victim helped!

Thank you kindly,

[fonzi]

man you guys are right Starbucks does suck. When we are at work and its break time, its like dam we gotta go to starbucks.

Stand in line for to long

pay to much

all I really wanted was a cup of
coffee not a double frapa mona whatever

Just a large coffee is fine by me NO THANKS STARTBUCKS

[shlank]

oQWOcf sdbgh83kdf0umfn3fdhzp

[Laura]

Mr. Howard Schultz...just thought I'd take a shot at you perusing the gossip and noticing my comment since you visit once a week or so. I read in July 2008 Portfolio magazine how genuine, authentic and per Bill Bradley how truly inspirational you are. I have to say that I'm so impressed and quite frankly didn't give Starbucks a chance for a long time. I have a passion for innovation, authenticity, creativity and Coffee!!! I recently closed my organic, gluten free coffeehouse/cafe in Dunedin, FL. It was the first of it's kind in the state and I know it is just a foundation for more to come. I would like to share, from the source, what some of my customers thought of Starbucks...every week at least 6 customers would comment on the horrible brewed coffee (and I do agree), the robotic, cold atmosphere and lack of customer service. I created a very warm, friendly, truly authentic european style cafe that brought my customers back time and again. I embarked on this venture taking a big risk(which is par for the course)but couldn't sustain it alone. I loved what I created and offered and provided for people. They do want soul, warmth, friendliness and not just a number in line (well maybe sometimes when they are late for work and have a killer headache!) I offered the alternatives that people need with gluten free, organic, vegan and other items. You said something along the lines of Starbucks is not only about business and money but that's the way it appeared for a long time. I noticed the Gold card is on it's way to provide customer perks finally and I ask why now? Why not in the beginning? I know the answer and someone providing a wonderful service to their customers does this from day one because it always catches up to you in the end when you don't!!! Too big for its britches is what Starbucks has become and with no fault to anyone but it's time for the warmth to come back! Ironically, I recently talked with a local Starbucks store manager and I think I will take a shot at providing my resume for a job there...I'd love to be involved with the warmth and inviting atmosphere during this reconstruction. I have big ideas and would love to incorporate them...how about it? Do email me...thecaffecrema@yahoo.com--Ciao

[the best cup of coffee]

shlank, its true. But you know what, much like B. Clinton, once you lose face (or anything else) its gone for good. Starbucks is collapsing. 61 closures in Australia alone?!? Won't be long. As usual, everything is lost when it becomes soley a money driven endeavor. I don't even know if I could go as far as seeing it be called a legacy....only time will tell though. Lets just be happy that there is good coffee available....provided you know where to look!

[cipro xr]

qivwl ivbhwg

[phil]

I'm pretty sure the devil doesn't let you unsell your soul.

[Joshua Kerr]

My sincerest hope is that this message finds Mr.Shultz personally. I am not an sbux employee, or even a regular coffee patron. I am a husband, father, and actual believer of Mr. Schultz' supposed "vision" for this company. My wife started working for sbux 3.5 years ago. She was hired as an assistant manager, but was told that she would spend 90days as a shift supervisor to learn the ropes first. After the 90 days was passed her manager Lawrence was let go for using mistake coupons. The new manager Allen kept Trulena performing all the duties of an asst mgr while demonstrating he had no intention of promoting her. I finally convinced my wife to transfer to another store. After 2yrs, she was finally promoted to the position she was hired for, and had been performing all the duties of. Last summer, we had a death in the family and had to move to Amarillo. Since being instated as asst mgr at the Georgia st location, my wife has been continually sabotaged and berated by her new manager Janine. When Trulena got to the store Janine set the stage for her as a passive aggressive gossip war due to recent management changes, and expressed her desire to "team with my wife and retake the reigns" . Janine's first "team" act was to humiliate and ostracize my wife as follows: My wife notified her of a partner sharing a negative opinion of Janine with a customer- Janine demanded it be put on paper-Janine showed the paper to the partner and then took the partner's word against my wife. Then after my wife started noticing that there was an issue balancing the labor, the real war started. Apparently, managers are required to work certain shifts, Janine has been writing herself in for these shifts without actually being there. My wife, to avoid overtime, has been clocking out and staying an average of 5 hours a week to support her partners. Janine deleted a clock out for hours that my wife was in the store working, and when my wife entered the clock out back in was written up for time clock violation, a terminable offense. She was not let go, but was sternly warned for claiming less time than she had actually worked that day to avoid overtime. Yesterday, my wife was robbed at gunpoint. The assailant told her to give him the money or he would begin shooting her partners. She gave him the money and a state trooper who was having coffee there chased after the assailant. The customer behind him called 911 on her cell and so my wife went to call Janine. After the police and her manager had been notified she called me, her husband for support. I rushed to the scene and got there 25minutes before Janine. At 10:PM last night Janine called my home to tell my wife that she had chosen to call her loved ones rather than the police and thank god so-and-so was there. To me this is the straw that broke my back. Mr Shultz would have me belive that this company is based on dignity and respect, "Filling souls one cup at a time". So today we wait for the next round "souls laid off one family at a time" and I want to say the reason people pay 5 dollars for a cup of coffee isn't because the drink is exotic, it's because they were part of a family. By firing and closing and removing benefits, you are not helping your shareholders, your partners, or your clientelle. Your stock went up because the news released things like, you spend more on benefits than beans, and being rated the best place to work etc. Believe it or not people care about each other and when you put something in as part of a community and tell them their souls are cared for there, you are not going to make them feel better by firing their friends. We have been hanging on to the hope that these were individuals making my wife's journey with you difficult, and that filling souls was what this company was about. The siren's eye has never shone brighter than from this family. But maintaining that hope is becoming harder and harder. Why not offer a discount club, or I don't know, lower your prices? Instead of firing thousands. I bet if you lowered prices to help communities through the recession, you would really be living up to what we saw in you. However, the plan is to fire everybody, raise the price and expect the brand name to carry you through the bastardization of all your ethics? I cannot believe that after all I and my family have been through and sacrificed to be a part of your vision that you would let us so far down. I will happily go into further detail about any of the above topics if anyone takes this letter seriously.

[klonopin clonazepam]

xifhuw

[John]

I like many people enjoy a good cup of coffee. Going to Starbucks used to be fun, however now it seems more corporate and less personal, the neighborhood feel is slipping away. At the same time McDonalds has started selling Lattes and high end cups of coffee, in a better cup that stays hot and does not give that paper after taste that the recycle cup at Starbucks gives. It just seems in all the efforts to remain "personal" Starbucks has grown more corporate with droves of management teams that have lost the vision that Howard and even Peete had in the begining. When you look at all the labels and see all the Chinese made cups and knick nacks it is like going into a high end dollar store. No one in management ever thought about SOURCING products within the host nation, as if Americans or Japanese or English people or Canadians or Mexicans cannot make a MUG for example. While I kind of hate to say it, McDonalds has managed to take away from Starbucks the one thing that Starbucks had going, they and now even Duncan Donuts have come up with a better product while Starbucks seems to be more about 'fast assembly' and less about a relaxed personal environment. No one expects McDonalds to be anything but corporate, but they do manage to make a good cup of coffee, they put it in a far better container and the kids or people do greet people with a smile, Granted it is a what you see is all you get, it seems like for some reason Starbucks has managed somehow to embrace that as quality slips, and the purchase of goods only expands the trade deficit they have erroneously allowed the company to appear as the corporation, as even in writing this as the only direct way to tell Starbucks, wake up and smell the coffee, get back to the basics, localize more production of kitchenwares, cups and things, get rid of wobble tables and maybe have the management get on decaf as clearly some store are over worked. You have fine people but somehow you are losing it, and the corporate minions in upper managment have somehow evolved or transformed a company from what was like Apple in the beginning to big blue. Who would have thought that McDonalds would beat Starbucks at coffee, in price, in quality and consistency and put it in a better container. I hope Howard wakes up, but perhaps in his absence things got out of hand and the people around him will just say, fine clothes emperor. Someone needs to bring Howard a cup of McDonald's coffee and then show him what it says on the bottom of a Starbucks Mug. Made where? Good luck Starbucks on righting the ship.

[zigler@zztop.com]

Perhaps the best thing to DO is to NOT go to Starbucks. STOP patronizing Starbucks; it is too large a company anyway. Through predatory expansion practices, Starbucks squashed the the very intimate experience Schultz is asking employees to return to. I, for one, do not feel sorry for the company. They got themselves into this "self induced" mess; they need to get themselves out. I will continue to get my favorite teas and coffee at my local coffee shop -- only it won't be a Starbucks.

[Tami]

Went to the local Starbucks in Poway, California today for a fresh brewed Ice Tea...never had one at Starbucks and it sounded so good.
I asked for a Grande Ice Tea with extra lemon..Andrea & Shelby informed me that no Starbucks have lemons but they have a lemonade with high fructose syrup that has a sweetner to it added to my fresh brewed non sweetened tea..WTF?
No lemon for my Ice Tea?
My next e-mail is to the CEO, Howard Schultz.
The Poway Starbucks staff treated me so bad for asking for a lemon slice for my ice tea and Andrea said to the other barista, 'Aren't you glad your working today?'
Please Starbucks...buy some lemons!

[Jordan]

I think Howard has learned from past mistakes, Starbucks seems to be building steam again in a big way. Coffee is such a staple in most peoples lives ...it is really unbelieveable how it has taken off in the past 10 years! I'd Go Back to Starbucks!

[Mr. Miguel Velazquez]

Howard Schultz Email Starbucks CEO CFO VP @starbucks.com

President Mr. Howard Shultz
> >
>
> > Greetings Sir I have been trying to
> > reach someone in a High Position,such as yours.
> > You probably are too busy for something so trivial
> yet
> > super Important for the success of any company.I was
> so
> > impressed by your company's selection of employees,
> that
> > because of this young man's attitude I decided to show
> my
> > colleagues what an exemplary employees should be like,
> they
> > all agreed and for several weeks now we have had the
> same
> > quality of service from this young man, the employees
> don't
> > show their last names on their badge but they should
> even
> > if it is not their real names due to security reasons
> , the
> > public does not know this.
> > excuse my long winded story about Mr. Eric Velazquez,
> > come to find out that his Grand father has a special
> lady
> > friend that was very!! influential in the election of
> THE
> > President of COSTA RCA, His Honor Oscar Arias
> Sanchez.
> > Long story short I was sad to hear that this very
> courteous
> > Young Man was terminated yesterday, come to find out
> that he
> > loved his Job and he thought of it as a career rare
> with a
> > 19 year old, his Birthday 11-03_1989.
> > the unique findings are that he is a big helper Or
> should I
> > say was!!
> > to a recently single Mom, he helped support His
> > Mother and two Sisters.
> >
> > He was called to work this past week on his day off
> to
> > fill in for someone that was not as responsible, when
> called
> > he answered Of-course I will come in and arrived
> > lightning fast he thought they trusted him enough to
> call
> > him in on his day off that he thought he was special
> to the company and
> > could use the extra$$.
> >
> > When he switched the shift he was concerned about
> his
> > schedule that he called work to clarify his
> schedule .
> > The person that answered the phone was not!! a manager
> but
> > she asked Eric to hold on while she found out from
> the
> > supervisor, when she came back she told Eric that all
> was OK
> > and not to worry, ERIC Went TO WORK BEFORE THE
> STORE
> > OPENED TO EXPLAIN THINGS A POLICY OF (no call no show)
> HE
> > THOUGHT EVERY BODY LIKED HIS WORK EVEN THOUGH WHILE
> IN
> > TRAINING MADE SOME DRINKS NOT SO GOOD BUT WAS
> LEARNING, THE
> > STUDENT College workers that trained made
> comments about Eric's performance learning fast
> .
> >
>
> > He took a taxi to work everyday And had 2 schedual mix
> ups
> > but always there when called he volunteered to stay
> over.
> > Eric has no time for etra caricular activities, he has
> a Man's obligation
> > to his Mom he has not told anyone except me and his
> Gran
> > pa.
> >
> > I think he was terminated unjustly and maybe for
> other
> > reasons , I can't make assumptions.
> >
> > I WAS TOLD THAT HE TRIED TO PLEAD with them not
> putting
> > any blame on the young lady that misinformed him.
> >
> > the two managers only rolled their eyes back as if to
> say
> > hurry and get out.
> > ERIC STARTED JULY 9 , 2009 that would give him
> more
> > than 90 days customary for probationary term and
> qualify for
> > benefits.
> >
> > ERIC was trying so hard to follow policy because
> of a
> > life Threatening stomach disorder,this would never
> interfere
> > with work, just that the medication is very expensive
> and
> > the DOCTOR SAID THAT IF HE TAKES THE MEDs HE WILL BE
> FINE.
> > Eric was not given anything in writing not even his
> last
> > check or any conversation about benefits, he had
> NO111
> > CHOICE BUT TO HURRY AND LEAVE , WELL THAT HE DID,
> CRYING
> > AND TRYING not to show it.
> > Eric left confused with out any money , I thought that
> when
> > someone is terminated , that there was a law to issue
> all
> > the monies owed and an
> > explanation in writing and some kind of information
> about
> > benefits such as COBRA and an exception to that law
> would
> > maybe be the FEDERAL employees .
> > I guess I must be wrong or they would have had to
> follow
> > laws of HR.
> >
> >
> > Ladies and Gentlemen, We love and have several
> meetings
> > at The Amherst , Ohio, zip 44001 Location IT is a new
> store
> > in a up scale community directly off the exit of the
> freeway
> > very convenient for our meetings from east to west.
> > Please look into this and try to within your busy
> > schedule.
> > ERIC IS A VALUABLE YOUNG MAN TO ANY COMPANY.
> >
> > Thank you sir and have a nice year.
> >
> > Miguel
> >
> > Miguel12692000@yahoo.com
> > ." With humans, it may be impossible, but with God
> all
> > things are possible
> >
> >
> > --- On Tue, 10/20/09, subscribe@lead411.net
> >
> > wrote:
> >
> > > From: subscribe@lead411.net
> >
> > > Subject: Welcome to Lead411

[espresso machines]

There is no way this can be a real message...

[buy viagra]

Polanyi argued that the development of the modern state went hand in hand with the development of modern market economies and that these two changes were inexorably linked in history. His reasoning for this was that the powerful modern state was needed to push changes in social structure that allowed for a competitive capitalist economy, and that a capitalist economy required a strong state to mitigate its harsher effects. For Polanyi, these changes implied the destruction of the basic social order that had existed throughout all earlier history, which is why he emphasized the greatness of the transformation. His empirical case in large part relied upon analysis of the Speenhamland laws, which he saw not only as the last attempt of the squirearchy to preserve the traditional system of production and social order, but also a self-defensive measure on the part of society that mitigated the disruption of the most violent period of economic change. The book also presented his belief that market society is unsustainable because it is fatally destructive to the human and natural contexts it inhabits.

[paper cups]

I find it amusing that starbucks recieves this amount of attention for this kind of action, its almost like they are Apple!

[Furniture Stores]

Starbucks? Yawn... Would rather drink Taster's Choice...

[coach sale]

When the door of happiness closes, another opens, but often times we look so long at the closed door that we don't see the one which has been opened for us.

[Asher Kaye]

It's funny how many people automatically assumed that this letter was fake. Clearly such a heartfelt and passionate plea could not possibly have originated from the mind of a businessman, a ceo of a multinational billion-dollar corporation.

The interesting fact is that this letter is real - verified by Starbucks and Howard Schultz himself in his book "Onward".

This says a lot of the corporate world today. The fact that we assume automatically that CEOs don't care enough about the non-capitalistic features of their product shows the true nature of what has become of business. The delusion that business is solely about money is what has destroyed all of the heart and soul that ever was in a business.

Charts and graphs showing capital gains and losses are the primary concern. There usually aren't charts representing change in customer satisfaction, reduction in environmental impact, employee happiness, or any of these intangible factors. These, to me, or to anybody else who isn't making a profit from the company, are the factors that are truly important. These are the issues and factors that should be regularly addressed. While money is clearly a part of business, and an important part of it at that, the fact that it has become the sole drive for a company is just sad. It honestly makes me lose a little faith in humanity and our future in a world run by soulless corporations.

[dylan]

its real note. Howard said it in his own book about starbucks.. for those of u saying not real, get ur head out of ur assess and do research. dont just say not real. retards

[Sukh Gill]

I'd like Howard Schultz, CEO of Starbucks to
Email me. I think I have a great idea!

[LacyMarie]

Wow! I know I am a little late on finding this and reading it but it is definitely real! I am currently reading "onward" written by the same gentleman that wrote this email.

I think his overall message through this email is amazing! Coming from someone that is an operator of a business that is built on similar fundamentals, I understand how difficult it can be to maintain your original vision and mission for a company. What I think takes more talent and strength is being able to recognize when you are failing at the very idels you put in place to begin with. It is unfortunate that such a private letter was leaked on to the Internet, but it is commendable the passion he has for his company and his original vision he had to make that company flourish it such a way that starbucks has.

[Dean]

The Best Starbucks in the United Kingdom is located at:

The Howard centre, Welwyn Garden City, Hertfordshire, England, UK.

Best coffee in Hertfordshire.

Best customer service.

Best manager 'Stewart'.

Best overall experience.

I have been weaned off Costa coffee & Muffin break.

From

Dean, UK Customer.

Ps.

I have never known customer service like it. The book 'Onward' is excellent!

[Horatio]

This was real and you were all wrong. Onward...

[Doris]

Oh my Gosh! I am cracking up at your laetst blogs! I have been watching you make your move from Oregon to the East Coast and it looks like it is all working out great! Love the modeling maybe you need to think of this as a second career?

[Wojtek]

Hi Irene,haha... If she doesn't look like me, then I should be wrroied,lorr!!!I am a newbie in photography.. still a long way to go before "qualified" to give an opinion or review. But I'll send you a mail on my limited knowledge on entry level camera.Check your mail.

[Kevin]

So that's the case? Quite a rveealtion that is.

[Edilane]

People actually floolw it around, almost like going on tour with band. They find out which McDonalds is going to have it and then drive there. No matter where it is...if it's anything like the vegetarian "riblet" then it's got to be good!

[Mike]

Starbucks knows how to take over the market. You gotta feel sorry though for the small coffee shops that get swallowed up by Starbucks.