The Effect of a Leader, Starbucks style

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[Adrian Savage]

Aloha Rosa,

I too like to read about leadership success (and I'm addicted to Starbuck's Coffee Frappucino — ideal for the Arizona climate), but I feel I have to add a word of caution.

What works for one person in one circumstance doesn't always work elsewhere. It's a very natural human trait to want to copy success. It's pretty much the stock-in-trade of most consultants and very many management writers. It makes for a good feelings and a nice sense of believing there's going to be an easy way to make things work.

Sadly, the universe doesn't always play fair. If it were that easy to find success, everyone would be successful.

What does work — nearly always — is using stories about successful leaders and businesses as the basis for asking some great questions; then taking time to explore the answers and find your own way forward. One that matches your unique circumstances.

I don't mean to rain on anyone's parade, but I see many, many leaders and would-be leaders being mislead into the notion that the way to become successful is to copy others who have made it already. That's a sure route to disappointment.

Let's enjoy success stories for what they are: a good read and a chance to ask ourselves some new questions.

Adrian

[Rosa Say]

Oh I quite agree Adrian, I don’t think you are raining on anyone’s parade here at all.

My wondering about all of this today is itself the question, who are the managers — the whole lot of them — behind the scenes here, who are helping to make the Shultz vision for Starbucks the one which plays out day to day in so many locations across the globe? And who are all the wonderful employees who inspire all us writers to pen their stories? However to give Shultz credit where credit is due, how did he cause that to happen? Or in the words of our Ho‘ohana this month, how is the Starbucks harmony of Lōkahi engendered?

Carmine Gallo (the Business Week author) seems to feel that the manner in which Shultz communicates is a key answer.

As you know, I make quite a distinction between the inspiration and strategic clarity of great leadership, and the operational execution and diligent follow-through of great management. Both have all things, just to a different degree, and we ask for mentorship from both. We ask for value alignment from both for the sake of our personal integrity. We ask for independence and the freedom to put our own signature and fingerprint on the delivery of a unifying vision, and we ask for the right to speak into that vision to begin with. Stories are indeed the celebration of all that individuality, freshness, and creative thought and ownership, are they not?

[Anita Campbell]

Hi Rosa, Great post!

Below is a link to a Starbucks podcast from my Small Business Trends Radio program. Author David Lorenzo was my guest on this particular show, and he spoke about something called the "Starbucks moment."

A Starbucks moment, as he defines it, is when you have a random encounter with someone (perhaps while standing in line at Starbucks to get coffee) and turn it into a business opportunity.

David works at Rockefeller Center in New York, but says he spent a lot of time in the Starbucks in the lobby getting ideas for his book. That's the power of Starbucks!

The podcast can be downloaded here:

http://www.smbtrendwire.com/random-business-encounter

Best,
Anita

[Rick Fuqua]

Not that it's that a huge deal, but it would be nice if Starbucks had Kona coffee available at all stores.

As for the business side, I respect that Starbucks has created an image of quality, even while sprouting up on every corner. They have avoided the McCoffee comparison, probably mostly by keeping their price for a cup of coffee so high. So often we associate quality with price. When was the last time you saw Starbucks issue a coupon or discount?

I also think it is pretty slick how they have projected a European/Bohemian coffee house image, which appleals to the left - while also projecting a business class style, which appeals to the right. Hippies and Yuppies united.

[Margaret Stead]

We all strive to be reassured that what we are doing is OK, we often seek out and value the opinions of others over those of ourselves.

This can cover anything from a finding 'post-it' note on your payslip saying "Well Done - Good Job", to telling three hundred new employees a day - your Starbucks story.

[na]

In response to Rick, above: Starbucks actually issues many many discounts and freebies. Drink coupons are given at every store to make up for minor mishaps such as a longer than usual wait for a beverage (and usual is about a minute). Recently Sbux stores gave away free coffee for two hours during peak business hours. For each promotion, marketing materials include free drink coupons and giveaways. As well as "pass on kindness" cards that were recently distributed, meant to be given amongst customers, inspired by a starbucks drive thru that saw nine customers in a row pay for the drink for the customer behind them.

I tell you all this to illustrate the point that the leadership written about above does create, and come from, genuine desire to create community.

[Pete Aldin]

It's interesting Rosa that I have read so much about Starbucks and yet the Australian stores in no way reflect the kind of experience and leadership you describe. They are just another coffee shop, albeit a way-too-expensive one. You can see what they are meant to be, but it ain't happening. It's an incredible shame, and I wonder what the leadership lesson in that is.

Still, they do make a killer moccha!

[Rosa]

It is a shame Pete, perhaps even more so when we know of the brand’s reputation elsewhere, and thus the possibilities of what could be. The management lesson is that bigger is not necessarily better; the leadership lesson that a lack of consistency can be your potential downfall.