The Real "Star" At Starbucks

Everyone meet Dan, the Barista I met on a recent trip to Starbucks. To be honest, I do not go to Starbucks at all. In fact, I can count on my two hands how often I have been there in the last 3 years. But on this occasion while meeting a friend of mine, he said we should go to his favorite Starbucks. 

Now before I give you what is attractive about the culture, let me share with you how Dan made this experience memorable for me. I must admit, because I don't go very often, I never remember the language of how to order. Small, Medium and Large is what I want to say, but on this day looking at the menu Short, Tall, Grande, Venti. Over comes Dan to rescue me. Upon his approach and helping me order, I ask Dan "Why do you choose to work here?". His reply "Honestly, because of the people, they are why I keep coming back".

Then I watch Dan own the room with his up selling techniques and first name basis approach. It was impressive to see someone with a simple role truly treat it like it was his. I quickly pay for my latte the prehistoric way by swiping my card and my friend and I find a seat towards the back. Now Dan seeming like the CEO, later stops by and asked if we needed anything else and because he made my latte personally wanted to know how it taste. It honestly was good and he began to share with me about other things they sell that pair nicely with my latte. 

Why are you reading this and why am I sharing my experience with you? It's simple. Somehow Starbucks found a G.E.M(Great & Engaged team Member) who enjoys his role named Dan. The culture of what Starbucks is all about had found itself at this location in Charlotte, North Carolina. Let me tell you why this is important and what you can learn from it.

1. Dan is the most valuable asset to Starbucks legacy. I meet people all the time is seemingly minute positions who are the anchors for the whole company. How much do you invest in those who are the face of your company? Do they have a voice that is heard? If not, you are missing the greatest opportunity to create G.E.Ms in the organization.

2. The customer has learned what to expect. Marketing in today's world had dramatically changed in the last 20 years. Starbucks commercials and other marketing tactics have trained the customer on what the experience will be at every location. Thus, the employee has a greater chance at building solid relationships with those who come in each day. How are you educating your customer base on the experience of your products and services?

3. The products work together seamlessly. An integrated product suite is not just related to technology services. Starbucks has found a way to bring this idea to food and drinks. When Dan was up selling he shared with me what snacks actually paired well with my Latte based on taste, it was great to hear in a very conversational way. How well do your products and services work together so that it's easier for front line employees to share and talk about?

Take a bow Starbucks and Dan, you have done what many companies wish they could. Build a healthy ecosystem where employees are able to breath! #TheWayForward

Listen to the podcast in iTunes 
Follow me on twitter- https://twitter.com/cwilliamsbiz
Like me on Facebook- https://www.facebook.com/TheChristopherWilliams
Subscribe to my email list- https://www.thechristopherwilliams.com