by: Joe Bruzzese, M.A.
Wednesday mornings typically begin with an early morning ritual at Starbucks. Good fortune shines on me most Wednesdays as I am met at the counter by my favorite barista Maggie. Her warmth and genuine value of creating a relationship with the customers strikes me as somewhat uncharacteristic of most baristas. Whereas many of my transactions go something like, "Good morning how are you what can I get you?" Maggie begins with, "Hey Joe how are you?" and then waits for a moment until I share my latest with her. The difference between the two greetings is dramatic.
My later conversation with the district manager confirmed what I had observed.
The first barista includes "how are you" as a part of the welcome script where Maggie opens with it which tells me that she first wants to build the relationship and then sell the product.
A conversation with the district manager Joe, confirmed my thoughts about what Starbucks strives to achieve will all employees. The creation of a third space outside of home and work, where patrons will come to gather, communicate and build relationships just as Maggie strives to do from behind the counter. Joe also shared that not all "partners" become life long additions to the Starbucks family. At times the vision and the individual are not a match and after significant effort has been given to supporting a partner's development the decision to part ways may be made.
