"Experience is a hard teacher because she gives the test first, the lesson afterward." --Vernon Sanders Law.

When reading the title, The Starbucks Experience, a reader could take it one of two ways: a story about the experience of Starbucks as a company, or the story of the experience that Starbucks sells to its customers. I took it as the latter but in any case author Joseph A. Michelli presents valuable lessons for business.

These lessons can be distilled down to his five principles that he uses to describe Starbucks: Make It Your Own, Everything Matters, Surprise and Delight, Embrace Resistance, and Leave Your Mark.

Each of these principles is discussed in a chapter of its own. An "Introduction" and "Final Word" help to frame the discussion: understanding that while Starbucks is not perfect, it is clearly a huge success, and that what follows is an attempt to describe what Starbucks does well--being Starbucks--and how that translates into a strong connection to its customer base.

In roughly 180 pages, Michelli guides the reader through each of these principles, describing what it means with a rich tapestry of anecdotes. Using insets labeled "Create Your Own Experience" and "Ideas to Sip On," Michelli encourages the reader to reflect upon the material and to make application.

Whether you're a fan of Starbucks is immaterial; this "skinny half-caf" book is an effective presentation of what has made Starbucks so successful at selling what has become an everyday luxury.

OK a friend gave me this book. I'm not a coffee drinker and dont really care to be one, so I was thinking well this book isn't going to have anything for me. Boy was I wrong....
This book is very well written, the author uses actually illistrations to point out how great of a company Starbucks is. This book shows how it views its employees (partners), how is views society, and how they want Starbucks to be more about people then selling coffee.
I find myself wanting to quit my job and take the pay cut to go and serve coffee.
This books has also been showing me how to be a good manager and how to really try to be a better employee.

This is a great book for business leaders looking for new ideas and strategies to implement into their business and for those who want to learn a little more about the business principals that Starbucks is founded on.

Michelli offers many examples and case studies throughout the book and includes thought provoking "create your own experience" and "thoughts to sip on" to help the reader implement ideas into their own business practices. The Starbucks Experience offers an in-depth look at the Company's branded customer service over the years.

This book is packed with useful information and ideas. I was pleasantly surprised by the high standards that Starbucks follows; from the way employees are treated to the environmental efforts, and much more. The only weakness is that the examples do get a little repetitive, as the same kinds of principals are emphasized over and over.

Samantha Marroquin
[...]

While the author ends his introduction stating that he is "not here to sell you on the company" or "not here to convince you that Starbucks is one of the best global business enterprises", it's hard to read the next 181 pages without thinking that that's exactly what he's doing.

If you're a Starbucks fan(atic) then this is a wonderful book to make yourself feel good and make the Starbucks PR team very happy.

As a business book with "keen insight on the transformational power of Starbucks" (as the dust cover teases) then it leaves a lot to be desired.

Other reviews have dealt at length with the ideas presented in this book, and I won't belabor them here. While Starbucks sounds like a visionary company, and its philosophy is presented in a clear, easy-to-follow format, the writing makes "The Starbucks Experience" difficult to slog through. This is not unusual in motivational books I've read--those by Stephen Covey and Patrick Lencioni spring immediately to mind (why is it that books dedicated to excellence don't seem to attract editors with a concomitant commitment?). Mr. Michelli has rounded up the requisite supply of raves from other motivational-book authors, and if you liked Covey and Lencioni, you'll probably love him. If not, though, be prepared to grit your teeth. Memo to Mr. Michelli: it may be acceptable to use Starbucks as an adjective (and therefore with no apostrophe) in phrases like "Starbucks leadership" and "Starbucks partners," but it is NOT in phrases that are clearly possessive, such as "Starbucks [sic] rapid growth." Your decision to simply abandon the use of apostrophes throughout, rather than find an editor who knows how to punctuate, was not well taken.

"The Starbucks Experience" has a few memorable and excellent anecdotes, others that are deceptively simple, and still others that are just simplistic, period. Like the little girl with the curl, when it's good, it's very, very good, and when it's bad, it's, um, not so good.

This book is not the regular praise for a company than it is more a guideline of how to make a business sucessful. It is a great addition to the basic literature a leader should read, especially since it contains many interesting stories. It helps to create own ideas, especially if involved in the service industry. Very easy to read and nicely structured.

I'm sure the author is a nice person, and I love Starbucks, but this book is like an old Japanese monster movie: so bad it is funny. Read three quotes in the book and tell me that anyone actually talks like that (Fraps are always referred to as Frap blended beverage, and EVERYONE refers to them that way!) Sometimes, sucking up defeats your point; this is so much a company book that your reaction is not admiration for Starbucks but marveling that they think this piece of PR product would fool anyone.

I picked up this book at the airport and sat, with a Starbucks cup in hand, to read about how they do it. I have read other books about Starbucks Corporation, their leadership, and their strategy. This one focused on some of the cultural principles that lead to unique customer experiences.

The one that jumped out most to me was "Make It Your Own," the concept of customer customization of product offerings. No where is this more evident than at Starbucks (as I have observed folks taking 2 minutes to rattle off all their various beverage preferences). However, the principles are very applicable to a whole range of other product categories, sales channels, and the like. I have written extensively on my blog about customized products (http://jenniferbdavis.blogspot.com/search/label/Customizable%20Products) and I believe this book has a lot to teach us all about how to build companies around those types of product offerings.

And, don't forget that these concepts also apply to companies who do not sell consumer products at retail, but perhaps sell business-to-business. Differentiation is still a highly personal matter and some of these concepts will help you become more customer intimate (a concept popularized in the book "The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market").

Jennifer Davis
http://jenniferbdavis.blogspot.com/

Michelli uses innumerable anecdotes to illustrate "5 (vague) Principles for Turning Ordinary into Extraordinary." Some of the anecdotes are ridiculous (eg. an instance when a worker shared lottery winnings after buying tickets with money collected from co-workers - "even though she legally was entitled to all the money"); most, however, demonstrate admirable employee commitment to their jobs.

The problem with "The Starbucks Experience," however, is that it fails to recognize the importance of sequence. One cannot obtain and retain intelligent workers without offering a better work environment; this, in turn, requires a sustainable competitive advantage that permits higher than normal profits. That advantage is clearly Starbucks' unique offering of customized high-quality coffee, served in a relaxing environment. It is also important to recognize that this competitive advantage was importantly sustained through the companies rapid expansion that largely shut out competition - made possible, in turn through a rapidly rising stock price fueled by the resulting sales growth. Rapid growth also provided professional growth opportunities for staff.

Unfortunately for Starbucks, now others (eg. McDonald's, Dunkin Donuts, bookstores) have recognized the potential and are becoming Starbucks competitors - leaving Starbucks little room in which to respond. (It cannot, for example, begin to match McDonald's other food offerings; some areas are "over-Starbucked.") Thus, same-store sales are falling, as well as the stock-price and its rate of expansion. If Starbucks makes the mistake of significantly cutting prices as well, Starbucks' employee environment and service quality will decline also.

Bottom Line: "The Starbucks Experience" provides a surface-only view, confusing correlation with causation, and seriously misleads readers.

It covers some crucial strategies to break through their business blocks from their founder and CEO, that some simple gestures as easy as putting customers' name on the cup to one of their Retail-detail visions.

However, like the title of this book it is their experience, several single cases in different stores.
And my experiences of Starbucks are not all as good as the book described. I can only wish each Starbucks would have the same quality.

It is a fable of their success and you will enjoy it with a Starbucks coffee at your home couch.

It covers some crucial strategies to break through their business blocks from their founder and CEO, that some simple gestures as easy as putting customers' name on the cup to one of their Retail-detail vision.

However, like the title of this book it is their experience, several single cases happening in their individual store.
And my experiences of Starbucks are not all as good as the book described. I can only wish each Starbucks would have the same quality.

It is a fable of their success and you will enjoy it with a Starbucks coffee at your home couch.

In 1971, an idea formulated in Seattle, Washington to create European-styled coffee-houses has blossomed into a cultural (and ever increasingly) global phenomenon. Starbucks Coffee is one of our most respected and successful companies. Stores are found in thirty-seven countries, and five new stores open every day. Starbucks has thirty-five million customer visits per week, along with eighteen visits a month per customer. According to Mr. Howard Schultz, Chairman of the Board, "We are not in the coffee business serving people, we are in the people business serving coffee."

Dr. Joseph Michelli, an organizational psychologist, founder of Lessons for Success, and talk show host in Colorado, has written a book that concisely analyzes the unique customer and employee/partner-focus of Starbucks Corporation. He observed that there were two levels at Starbucks that distinguished them from other companies: 1) A very unique corporate culture, and 2) The values of that culture are passed down to their partners (employees are called "partners" at Starbucks).

Dr. Michelli has determined that five factors form the foundation to the success of Starbucks:

1. Make It Your Own: At Starbucks, partners are encouraged to welcome customers and learn their names.

2. Everything Matters: A consistent image and character are found in every store. "Retail is detail."

3. Surprised And Delighted: Partners go the extra mile to offer superior customer service.

4. Embrace Resistance: "When presented with negative feedback by a customer, recognize you may have an opportunity to actually strengthen that relationship."

5. Leave Your Mark: Environmental leadership, social responsibility, and health-care benefits for part-time partners.

During his eighteen months on this project, the author provided examples from Starbucks partners, managers, and customers. For me, two customer testimonies stood out:

One woman met her future husband at Starbucks. The staff from her local store attended the wedding, and donated coffee. When her husband died tragically a year later of cancer, the same staff members were at the funeral.

Another customer was having a bad day, and forgot her wallet when she went to pay for her coffee. The barista said, "Don't worry. You can pay me tomorrow."

Dr. Michelli does an excellent job to explain the secrets to the success of Starbucks, and how other companies can emulate their methods. He concisely summarizes key components, and provides significant quotes from a variety of sources. The next time that you visit your local Starbucks, you can impress one of the partners with the following: "Your busiest store is in Tokyo. You buy 4% of the world's coffee. Today, you opened five new stores."

This is a charming book and I've learned a lot about Starbucks by reading it. However, it was all fluff and no real substance and it came across as a PR piece for Starbucks.

If you're expecting a book that will give you some insight as to how to replicate the "Starbucks experience", you won't find that here. In truth, I read 1/2 to 3/4 of this book and gave up on it. After a while, it became tiresome to read anecdote after anecdote without any real substance behind it.

Why has Starbuck's seen such phenomenal success and growth in a highly competitive niche? How have they becoming synonymous with coffee the way Kleenex is to tissue?

Michelli makes the case that it's partly consistent quality coffee, but much more so the whole "experience" consumers can expect at any Starbucks.

The author breaks down what makes up the Starbucks Experience into:
1) MAKE IT YOUR OWN
2) EVERYTHING MATTERS
3) SURPRISE AND DELIGHT
4) EMBRACE RESISTANCE
5) LEAVE YOUR MARK

He fills the book with stories that demonstrate the points made which makes it very readable. I did find the distinction between items 1-3 above a little vague and that many of the examples could easily have fit into one of the other categories he created.

I would be fascinated to hear more about how Starbuck's screens to get employees that give service well beyond the norm.

If your vocation involves any level of customer service this is for you and great to share with your friends, employees and business partners.

this book shows why starbucks is special. At first blush, it is so glowing in its praise that it seems like propaganda. But the sheer volume of anecdotes and the homely feel of many of them quickly sink in. One in particular sticks in my mind. A starbucks shop was hiring partners (employees) and decided to hire some local homeless people. The partners chipped in to buy them suitable clothes until they could earn enough to stand on their own. Now tell me, why can't other companies do this? good question.

The Starbucks Experience provides an interesting insite as to keeping it simple and staying focused on details. From the fields to the customers, a total focus on details makes the Starbucks Experience a terrific guide on how to conduct business.

A quick read with tasty principles and mouth-watering ideas. I bought 4 copies for a church organization's staff to give them guidance as they grow to be a dynamic place in their community. (And, because Starbuck's in one of their favorite places to buy beverages!)

Whether you love or hate big companies like Starbucks put it aside! Any business owner or worker providing service to clients (ie: most of us) can learn something from this book. The simple principal identified in this book as "surprise and delight" is so lacking in most businesses who leave us every day without any reason to talk about them. Loved the idea about the coffee cup on taxi advertising - I would have bought the book just for that idea alone! PS - I don't drink coffee, nor is there a Starbucks in my town, but I believe you can learn from any business!

To be honest, I'm an absolute Starbucks fiend. Depending on my mood, I either order a grande-chocolate-cream-frap-w/whip cream & chocolate-syrup or a grande-house-coffee filled three-quarters full w/a tad of water. I own stock and it's the only coffee I drink at home. I picked up the book expecting to find the same experience on the page that I commonly find in the stores. I was however, a bit disappointed. I enjoyed the principles (be welcoming, considerate, involved etc) and the barista's (better known as cashier's) stories. And while none of the great stories chronicled in the book have ever happened to me, I think it's quite possible; given the upbeat attitude one generally enjoys at any of the stores, that the barista's working for Starbucks would go the extra mile. I also appreciate that Starbucks attempts to make more than a financial impact on the world, it's corporate partners and programs like C.A.R.E. But the book reads a bit too rah rah to be fair and/or balanced. Throughout the book the author, Joesph Michelli, tells us how sensitive the staff (both corporate and local) is to constuctive customer criticism; yet, he fails to deliver any evidence of company mistakes or wrongdoing, which I find hard to believe given the cut-throat arena of big business. On a personal note, I hate the term 'constructive criticism.' As far as I'm concerned, criticism is criticism and none of us like criticism very much. But I think it's essential to personal and professional growth and improvement. Nonetheless, fair apprasials of successful companies should strike a proper balance between positive and negative criticism and unfortunately the 'Starbucks Experience' falls short in that category. The second half of the book is also a bit redundant. I don't want to slam the effort because the book reads fairly fast and I learned alot about the stores, which further cemented my addiction with their coffee and "third place" experiment. But I would've liked to have heard some disgruntled Starbucks customer stories to properly temper my enthusiasm for the store and it's concepts. In the end, the overall effort gets a marginal thumbs up, but, in the spirit of the Starbucks principles; namely, being considerate, I recommend checking it out at your local library before buying it.

To be honest, I'm an absolute Starbucks fiend. Depending on my mood, I either order a grande-chocolate-cream-frap-w/whip cream & chocolate-syrup or a grande-house-coffee filled three-quarters full w/a tad of water. I own stock and it's the only coffee I drink at home. I picked up the book expecting to find the same experience on the page that I commonly find in the stores. I was however, a bit disappointed. I enjoyed the principles (be welcoming, considerate, involved etc) and the barista's (better known as cashier's) stories. And while none of the great stories chronicled in the book have ever happened to me, I think it's quite possible; given the upbeat attitude one generally enjoys at any of the stores, that the barista's working for Starbucks would go the extra mile. I also appreciate that Starbucks attempts to make more than a financial impact on the world, it's corporate partners and programs like C.A.R.E. But the book reads a bit too rah rah to be fair and/or balanced. Throughout the book the author, Joesph Michelli, tells us how sensitive the staff (both corporate and local) is to constuctive customer criticism; yet, he fails to deliver any evidence of company mistakes or wrongdoing, which I find hard to believe given the cut-throat arena of big business. On a personal note, I hate the term 'constructive criticism.' As far as I'm concerned, criticism is criticism and none of us like criticism very much. But I think it's essential to personal and professional growth and improvement. Nonetheless, fair apprasials of successful companies should strike a proper balance between positive and negative criticism and unfortunately the 'Starbucks Experience' falls short in that category. The second half of the book is also a bit redundant. I don't want to slam the effort because the book reads fairly fast and I learned alot about the stores, which further cemented my addiction with their coffee and "third place" experiment. But I would've liked to hear from some of the of the people who dislike Starbucks as well. In the end the overall effort gets a marginal thumbs up, but I strongly recommend checking this book out at your local library before buying.

I received THE STARBUCKS EXPERIENCE as a gift. Since I'm not in the business world by profession, I assume it was given to me because I am a loyal Starbucks customer. Venti Hot Chocolate (sometimes referred to as cocoa) is my usual beverage. I frequent about three different Starbucks and after two visits, the baristas know my drink before I order it. While I have discovered not all Starbucks are created equally, usually the service is good, the employees friendly, the atmosphere comfortable, and the beverage is how I'd like it or pretty close to it. Since Starbucks is still growing and most of the shops seem to be thriving, Starbucks has to be doing something right, and if you're curious as to what it might be, chances are you'll find the answers in this rather interesting volume.

Author Joseph Michelli is a motivational speaker for businesses and believes that the success of Starbucks can serve as inspiration for other businesses. He discusses the phenomenal growth of the company and how a successful business can grow from using a product people enjoy but take for granted, turn the use of the product into a pleasant experience, and get results, which is essentially the secret to Starbucks' many achievements in the world of business.

Michelli believes that Starbucks is guided buy five principles that make the business successful:
1. Make it your own: all people in the organization feel a true sense of ownership and believe that they have a stake in the success of the company.
2. Everything matters: What goes on behind the counter is just as important as what customers see. Cleanliness, atmosphere, a desired product, customer service, are all important and no detail should ever be overlooked.
3. Surprise and delight: Using as an example the success of Crackerjacks as a snack that people enjoyed that also caught them by surprise when first introduced, Starbucks tries to have new and innovative ways to attract new customers and keep committed customers interested so that the business never becomes static.
4. Embrace resistance: Starbucks, unlike many businesses, does not rely on good public relations to be rid of problems and criticisms. Instead, Starbucks tries to engage in discussions with its dissenters to convince where it's necessary and change when change is what is necessary. Michelli uses Fair Trade policies as a case in point as to how Starbucks has been criticized and how it has responded using this principle.
5. Leave your mark: Making money may be a goal of any business, but businesses also have a responsibility to contribute to the greater good. Starbucks does this through financial transparency, involvement in the community, a commitment to making sure that its suppliers are justly paid, and delivering a quality product.

Though Michelli's admiration of Starbucks could lead readers to believe he was hired by Starbucks as a public relations person, writing in the superlative may be a byproduct of his motivational talks. He presents a book that seems to be sound for businesses, but as someone involved in the non-profit world, namely a church, I can see how these principles would work for charities, churches, schools, social service agencies, and other nonprofit organizations. The book promotes excellence in a caring, committed, and purposeful way which can change the way corporations can do business and can help nonprofits remain innovative and relative too.

Wonderful insight into Starbucks, and the way to really look at starting a business. Best read with a cup of Starbucks in your hand.

Michelli is a very articulate commissar. He is the quintessential corporate propagandist. As he and Starbucks would say, if you're a Starbucks barista you're a "partner," a word used to emphasize the supposed "voluntary" choice of working at starbucks (downplaying the coerced set of choices available in the capitalist economy --work for a boss or starve--, the class conflict/exploitation and the undemocratic nature of Starbucks and corporations in general). It's true that by the abysmal standards of the service sector, Starbucks' benefits are slightly better than other corporations, but that isn't saying much.
Starbucks pays a poverty wage and maintains a 100% part-time cafe workforce. Starbucks boasts that it provides health insurance for part time workers even though it insures a lower percentage of its workforce than Wal-Mart. Fortune, a pro-management mouthpiece, says Starbucks is the 16th best company to work for in the United States based on a pseudo-scientific study done by a consulting firm which sells consulting services to some of the companies it ranks. Many workers complain about erratic hours and low pay. Starbucks has been cited by the National Labor Relations Board for union-busting on multiple occassions. The National Labor Relations Board recently alleged the company intimidated, threatened, and terminated workers who joined the activist IWW union.
Furthermore, corporations, apart from being totally undemocratic institutions, have a legal obligation to maximize profit for the stockholders; they are psychopathic institutions and cannot grant benefits to employers out of generosity-- they only do it like a hypocrite, if it benefits their public image (or if they are forced to do so by a union or government, of course)

Michelli is a very articulate commissar. He is the quintessential corporate propagandist. As he and Starbucks would say, if you're a Starbucks barista you're a "partner," a word used to emphasize the supposed "voluntary" choice of working at starbucks (downplaying the coerced set of choices available in the capitalist economy --work for a boss or starve--, the class conflict/exploitation and the undemocratic nature of Starbucks and corporations in general). It's true that by the abysmal standards of the service sector, Starbucks' benefits are slightly better than other corporations, but that isn't saying much.
Starbucks pays a poverty wage and maintains a 100% part-time cafe workforce. Starbucks boasts that it provides health insurance for part time workers even though it insures a lower percentage of its workforce than Wal-Mart. Fortune, a pro-management mouthpiece, says Starbucks is the 16th best company to work for in the United States based on a pseudo-scientific study done by a consulting firm which sells consulting services to some of the companies it ranks. Many workers complain about erratic hours and low pay. Starbucks has been cited by the National Labor Relations Board for union-busting on multiple occassions. The National Labor Relations Board recently alleged the company intimidated, threatened, and terminated workers who joined the activist IWW union.
Furthermore, corporations, apart from being totally undemocratic institutions, have a legal obligation to maximize profit for the stockholders; they are psychopathic institutions and cannot grant benefits to employers out of generosity-- they only do it like a hypocrite, if it benefits their public image (or if they are forced to do so by a union or government, of course)

This book provides five key ways to make your company just as successful as Starbucks has become. Joseph Michelli's in depth analysis of what transformed Starbucks from an ordinary company into a completely extraordinary one. He outlines five key leadership principles that can help do that along with questions at the end of each chapter to make you examine what you can do to make a change in your work environment:

* Make It Your Own- "Companies benefit when all employees understand business priorities and look for ways to bring their individual creativity and passion to meet those objectives.

* Everything Matters- "Missed details produce dissatisfied customers who go elsewhere."

* Surprise and Delight- "Surprise can be as simple as offering a little guidance and then getting out of the way as people search for things that bring them joy."

* Embrace Resistance- "Embracing resistance involves a complex set of skills that enable businesses and individuals to create business and relationship opportunities when they are confronted with criticism, skepticism, irritation or wariness."

* Leave Your Mark- "Successful business leaders realize that a key part of their success is leaving a powerful and positive mark on their communities."

He gives helpful ways under each of these categories to improve your leadership style. From paying attention down to every last detail because customers do notice, to surprising your customers with something unexpected, to even leaving your mark on the company by caring about the surrounding community, Michelli shows how Starbucks leadership did it and so can you! I found this book to be extremely insightful and helped spark "out of the box" thoughts that may have crossed my mind, but I never actually realized how important they actually were. If you are the leader of a company or even someone who would like to improve their work environment, this book is worth the read. You learn insightful ideas to improve your company while learning about how Starbucks innovatively did it first.

I cannot recommend this book. I met the author briefly (my copy is signed), & he seems like a very nice guy, but in the end I felt like Michelli was shipped all over the world so that he could write an extended promotional article.

There are entire chapters where my eyes would glaze over in a few pages because of all the circle-R & TM notations -- this is really only necessary for the first use in a book! -- & the dogged insistence on spelling out the entire registered product-name at every darned usage, such as "Chantico TM drinking chocolate" appearing three times on a single page.

Too, there's almost total whitewashing of the difficulties Starbucks has had with their ever-evolving public image, such as Fair Trade products -- by the end you'll probably believe Starbucks invented (& owns) the term, when in fact they spent years draggingh their feet against the concept. Their learning experience would have added to the insights offered the reader.

This would make a good paperback, but the content isn't enough to justify the price.

I just got this book and I LOVE IT! I am reading this book through the lenses of a pastor, potential church planter, and missional church blogger.

Few companies... organizations... much less churches have made the cultural and community impact that Starbucks has made. The church needs to learn from what Starbucks has done, so we can impact our communities.

This book packs a ton of good stuff for church leaders, for churches that are stuck in a rutt and want to have a passion for impacting their community and even the world.

Check out my blog as I blog my way through this book: [...]

Management consultant Joseph Michelli spent two years of his life trying to figure out what makes Starbucks such a successful operation. Remember, Howard Shultz the founder of Starbucks took essentially an ordinary cup of coffee. Prior to him, it was sold daily in some of the seediest places on the planet (still is). He elevated it into an art form, presented in a European style environment, and sold it repetitively day in and day out for 4 to 7 times what you pay somewhere else for it.



It's an AMAZING STORY


It's one of those stories where you say to yourself, this was a NATURAL. Why didn't someone think about doing this? Home Depot, McDonald's, Duncan Donuts, Bed, Bath, & Beyond, all of these operations were naturals, so natural in fact that you would think that someone else would have thought of doing it first.



Starbucks is in a class by itself


Had you invested $10,000 in the Starbucks IPO in 1992, you would be sitting on $650,000 today. If you had been one of the 100 employees with the company in 1987, and had you stayed with them, you would be looking at 100,000 fellow employees today. Who else has had growth like this?


How do you replicate the customer experience every day successfully among 11,000 stores? How do you do it in such a way, that if a customer travels from NYC to Miami, to Detroit, and then on to Chicago, and LA, and into San Diego, you can count on CONSISTENCY in each Starbucks that you would enter?


This is such an extraordinarily difficult thing to do, that you will immediately realize how many other great companies including Home Depot along the way, have STUMBLED, when it came to maintaining that unique CUSTOMER EXPERIENCE. This wonderful little book answers all of these questions and more, in less than 200 delightful pages to read. There's more wisdom here than you realize upon first reading Michelli's
work. Here's more of what you will learn. There are five critical sections to the book. The author has named them Principles 1 through 5. Each is a separate chapter in the book. They are:



1) MAKE IT YOUR OWN

The people who work in the stores, who do the everyday work you see are called PARTNERS, not workers, not employees. The objective is to get a lower level associate functioning in an entrepreneurial fashion. Somehow Starbucks gets it done. Basically, each partner is asked to conduct himself in accordance with what the company calls the "FIVE WAYS OF BEING".

A) Be Welcoming
B) Be Genuine
C) Be Considerate
D) Be Knowledgeable
E) Be Involved



2) EVERYTHING MATTERS

There are two fabulous quotes that are used in this section. We should all memorize them:

A) Retail is Detail
B) All Business is Detail

I was floored by these quotes. When you think about it, Starbucks is completely right. You have to get those DETAILS right. If you do that, the mosaic that you are trying to create between store, coffee and customer - it all comes together.



3) SURPRISE AND DELIGHT

It might be opening a store an hour early because you see a customer standing outside. Perhaps you had 10 regular customers from the library across the street, and now the library has moved. You run the Starbucks, so what do you do, you visit the new Starbucks where the library moved, and you introduce your old customers to the new Starbucks. Who does this type of thing; what business has such people affiliated with it? The answer is Starbucks. Somehow this company has managed to create these types of dedicated professionals.



4) EMBRACE RESISTANCE

Most companies seem to fight off criticism or complaints - not Starbucks. They look upon criticism as an opportunity to learn from the person doing the criticizing. A case in point is a high level Starbucks executive calling up a person who did a radio show flailing against what he viewed as a lack of consistency in the coffee and service at his local Starbucks. The company embraced the criticism as an opportunity to learn on a company-wide basis. This is very unusual to say the least.



5) LEAVE YOUR MARK

It's right in the company's mission statement. The company will "contribute positively to our communities, and our environment." From buying environmentally friendly products to constantly worrying about developing a reputation for integrity, Starbucks takes what it does seriously. This is reflected in every nuance of the customer experience.


Is this the only major company in America that gives health-care benefits to all employees who work 20 hours a week or more? I think so. Most companies could care less about the living and working conditions of the overseas companies that it buys from. Starbucks couldn't care MORE.


In fact, they pay an average of $1.26 more per pound of coffee than their competitors, to insure that their foreign business partners treat their employees better that what is normal country practice. This includes looking at the books of their providers to insure that the wealth trickles down all the way to the guy picking the coffee beans.




CONCLUSION

If you are a student of management than this is a company you need to study. If you are an investor, you have to think about why you are investing in arcane, esoteric companies you don't understand, when companies like Starbucks are right under your nose, and you visit them every day. What's going on here? Who's driving the bus?


Read "The Starbucks Experience". It will give a whole new meaning to your leisure time activities. You will learn that this company is a whole lot more than just a cup of fresh, wholesome, good tasting coffee. See you at Starbucks.


Richard Stoyeck

As an independent restauranteur, I'm always searching for the clues to greatness, in many ways.

This book says it all, and really is a great commentary on what it takes to be great in the hospitality sector. All of my core team now owns a copy and are living it, breathing it, and doing it. Everything I've believed to be essential is in this book, period. Thumbs WAY up!

As an independent restauranteur, I'm always searching for the clues to greatness, in many ways.

This book says it all, and really is a great commentary on what it takes to be great in the hospitality sector. All of my core team now owns a copy and are living it, breathing it, and doing it. Everything I've believed to be essential is in this book, period. Thumbs WAY up!

Starbucks executives claim that the company's customer-friendly, socially responsible policies amount to a new business model, and author Joseph A. Michelli generally agrees. Certainly the company has been innovative and wildly successful. Unfortunately, Michelli's decaffeinated, artificially sweetened account of Starbuck's retailing prowess often reads as though the writer is giving a boost to the company's PR department - and the book cover design doesn't help, with its Starbucks signature colors, logo (dutifully trademarked, as is every mention of every cup of Frappucino®) and inset of the brown, corrugated paper the company uses for cupholders. Some of Michelli's examples of Starbucks' caring policies are banal - opening early or providing a free cup of tea are not major innovations, nor are they transferable examples. Yet the book usefully illustrates how far good service and community relations can go. Each chapter provides a readers' guide and sidebars about how to apply Starbucks principles to your business. We recommend sipping it for applicable tips and interesting stories.

I'm not a big coffee drinker, but that said, I've always been amazed
by the success of Starbucks . . . now after reading THE STARBUCKS
EXPERIENCE by Joseph A. Michelli, I have
a much better appreciation of why this has happened.

After all, how many companies have their employees--or
partners, as Starbucks call them--taste their core products at
least twice a year? In addition, "Starbucks partners are given a
pound of coffee each week at no charge to ensure that they are
continuing to develop their knowledge of and refined taste for
Starbucks products."

Furthermore, "As they develop, baristas are encouraged to explore
the possibility of becoming 'Coffee Masters,' a designation reserved for Starbucks
partners who have a passion to become true coffee experts. To
achieve that designation and don a black apron, a barista must complete
a significant number of hours of paid training, pass a series of
content-based tests with high proficiency, and lead a number of coffee
tastings. Normally, this trainings occurs over a period of about three
months and involves presenting seminars and topical sessions."

Another thing that I was impressed with was the fact that store partners
check the dining area every 10 minutes. To me, that ensures a clean
and orderly establishment, as well as one where customers become
known.

And therein lies another key to the success of this chain; i.e., partners
have the autonomy to do what is "right" as opposed to just what might
be best for the immediate bottom line. For instance:

"A perfect example of this comes from a neighborhood library branch that
was relocating. A number of librarians from that branch were daily
customers at a nearby Starbucks. When the Starbucks manager found
out about the relocation, she decided that she would buy the librarians
coffee and take it to them at their new branch. She also found the
closest Starbucks store to the new library and introduced the librarians
to the baristas at that store. Leadership sets the tone for the importance
of anticipating needs and surprised those whom the business serves."

THE STARBUCKS EXPERIENCE contained plenty of other such examples
that could be applied to virtually any other business or life situation . . . in
addition, I liked the boxes throughout the book entitled "Ideas to Sip
on" . . . these got me thinking by making the point, for instance, that
retail is detail . . . for that matter, all business is detail . . . and that:

* Missed details produce dissatisfied customers who go elsewhere.
* There is really no way to hide poor quality.
* Acknowledge, celebrate and play!

Lastly, I also liked the boxes called "Create Your Own Experience" . ..these
got me thinking by asking such questions as:

* When was the last time you were pleasantly surprised by a business?
* What can you do to possibly surprise a coworker, a customer or some
other unsuspecting recipient?
* What naturally occurring opportunities are ripe for creating surprise
experiences?

Read THE STARBUCKS EXPERIENCE to become more familiar with
the organization, regardless of whether you're already a fan of
Starbucks . . . you will be by the time you end this book.

Excellant. If you cant find tips for your business in this book, you are not reading!

I would just like to say right off that around 10 years ago I was a whole bean coffee addict and had to have it all the time, so I know what I speak of. I bought and made my own high octane stuff at home and work, and have tried Starbucks when out with friends and family, many of whom are fans.

Get off it people, you will feel a million bucks better! (Oh is that a Starbucks pun?) Well not meaning to, but fits. I know most of you will read this and go, just don't go then, it's your choice. Ah, the real point. My intentions are calling to the mat that things like this are overall harmful to people's health, so thus, everything that goes along with it, the high, the money making, is outweighed by the bad. For I know many people that get seriously crabby without their fix, for I know many people that are to hyper and moody from to much coffee, for I know many people that have many other better places to spend money but are more and more in dept thanks to draining 100 bucks or more a month into JUST COFFEE!

Then there are the long term medical issues that no doubt come into play from long term caffeine use. And it's going to be even way more so in the future from places that sell this "higher octane" junk. For its even more addicting that ever now, thus more long term damage. And no I am not perfect. But I know how much better I fell since I got off this stuff and add to that I am older so I should be even more tired, as per aging? Right? Right. I blow past everyone I know in the mornings that is on this stuff.

Have you ever noticed people around the office that don't drink coffee are spunky and chipper in the morning? Less drag? Less Lag? I Never used to notice, till I stopped. Try it. Not cold turkey, for it's like a drug. And doesn't that say allot? When you HAVE to have something in your body, other than food and water, doesn't that mean anything????????????

No, go ahead, mock me, so take a sip of your tweak, and hit the disagree button,
Think I don't have anything better to do, when I do only maybe some people will see the light when they read this and back off this junk.

But remember this, I am not the one that is going to have heath problems later from this stuff and my cash goes farther. Drink up, Smile

Starbucks has many detractors -- people who object to its business model, the way it prepares its beans, or simply its ubiquity. ( you mean prepares its speed )

It's important to understand that "The Starbucks Experience" is not, and is not meant to be, an "exposé" of Big Coffee. People seeking that should look elsewhere.

( no its about how can I get my fix on legal speed, I call it these people, "get their tweak on", and they think its funny in the morning when I say that to them, interestingly the same response my brother used to give me when I see him snort blow )

What "The Starbucks Experience" is, is a very interesting inside look at the approach to business that has made Starbucks not only a commercial, but also a cultural, phenomenon.

( right, give people anywhere around the world a legal reason to get high, and they will, remember, real speed was legal till not to long ago, so now we have just invented a way to circumvent the laws, brilliant)



As William C. Taylor and Polly LaBarre explained in their recent and important book "Mavericks at Work," Starbucks is an exemplar of the values-driven business model that will set apart the next generation of business leaders.

( selling speed is not "values driven" ) hilarious!


Joseph Michelli has taken us "deeper" inside that business model and pointed out some important ways that all of us, whatever our job or station in life, can adopt and adapt "the Starbucks experience" for our own uses. (Yea, let's add to it all the fast food places poisoning everyone also, is that "deeper" enough for you? )

I think the attentive reader will come away with many worthwhile ideas. We're not all in a position to shape corporate policy, but one of the powerful truths Starbucks teaches is that everyone can have a big -- even a defining -- impact on a customer's experience of your product or service. You don't have to be a Starbucks fan to get a mental caffeine-buzz off an idea like that.

Yea Starbucks is -defining--alright, lets all get high with a little help from my friends

Mm I get high with a little help from my friends
Mm going to try with a little help from my friends

(Do you need tweak anybody?)
I need some tweak to love
(Could it be anybodies tweak?)
No I want Starbucks tweak to love

Oh no, someone is going to say, oh look he is quoting rock and roll, isn't that from the devil? Isn't that bad? WORSE? caught ya thinking haha

I have not only purchased this for all of my staff members but I have been giving it out to people I know. What a powerful message to any corporation that is looking to do somthing differently and lead by the heart. EXCELLENT BOOK!

FOR SOMEONE THAT IS NOT A "BOOK READER" , I WAS NOT ABLE TO PUT AWAY THIS ONE.

IT'S A GUIDE FOR ANYONE WHO IS SEEKING SUCCESS IN ANY ENDEAVOR, TO REMEBER THAT PEOPLE SHOULD COME FIRST.

Michelli has captured the essence of the "Starbucks Experience" and distilled it down to five basic prociples that can catapult any business to be the best it can be. The magic in these principles is that they come from the top down in a continuous and consistent way. A great read!

Every organization needs to be reminded that it's not just about the coffee. Restaurants are graded on both the meal and the service. The Starbucks Experience is a book that is both an enjoyable read and a moral compass.

Good tips if you need/want to instill a customer-service related culture within your organization, which by the way would be a great idea.

Starbucks has many detractors -- people who object to its business model, the way it prepares its beans, or simply its ubiquity. And though they don't seem to have shown up in the reviews here yet, I'm sure there are readers who may object to this book because it offers a relentlessly positive look at the coffee giant. It's important to understand that "The Starbucks Experience" is not, and is not meant to be, an "exposé" of Big Coffee. People seeking that should look elsewhere.

(I probably should mention here that although I live in Seattle, I don't work for Starbucks. I am, however, a fan of theirs.)

What "The Starbucks Experience" is, is a very interesting inside look at the approach to business that has made Starbucks not only a commercial, but also a cultural, phenomenon. As William C. Taylor and Polly LaBarre explained in their recent and important book "Mavericks at Work," Starbucks is an exemplar of the values-driven business model that will set apart the next generation of business leaders. Joseph Michelli has taken us deeper inside that business model and pointed out some important ways that all of us, whatever our job or station in life, can adopt and adapt "the Starbucks experience" for our own uses.

I call this a "half-caf" business book because unlike many other writers in this genre, Michelli doesn't pound away at "life applications" or "key learnings" (awful phrase). Much of the book, in fact, is pretty straightforward storytelling with some "Ideas to Sip On" at the end of each chapter. It's up to the reader to decide how much of this is relevant and useful, and what the important lessons may be.

I think the attentive reader will come away with many worthwhile ideas. We're not all in a position to shape corporate policy, but one of the powerful truths Starbucks teaches is that everyone can have a big -- even a defining -- impact on a customer's experience of your product or service. You don't have to be a Starbucks fan to get a mental caffeine-buzz off an idea like that.

Reading The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary was certainly both enjoyable and inspirational. It was an etreme pleasure to read a book about a corporation that does not get bogged don in corporate talk about meeting bottom lines and using obscure techniques. It talks about thinking beyond the box and relating to customers and to how they are feeling.

The many personal stories that Joseph Michelli illustrates here are extremely easy to read and really stick in your mind. Michelli seems to imply that Starbucks is a kind and gentle corporation as well as one that is very creative. Management sees the importance of developing and rewarding their work teams by investing in fun training devices such as board games. Michelli also emphaizes how Starbucks is keen on creating socially responsibility communities.

Of course no corporation is perfect and Michelli is very clear about that especially regarding the 911 incident. However, at least Starbucks Management got with the program and compensated eventually. Nonetheless, Michelli illustrates that Starbucks has five guiding principles that are adhered to more often than not. Therefore, The Starbucks Epereince is certainly an excellent guide for anyone to apply such explempary conduct in their own lives whether it be business related or personal.

The Starbucks Experience attempts to explain the reason behind Starbucks' success using customer anecdotes, insider stories, and the occasional business strategy thrown in for good measure. The book is a fascinating study; stressing the very unique mindset this organization has over most of the businesses in our market today. For example, they offer benefits for part-time employees working as little as 20 hours a week, including adoption assistance, stock options, and health insurance. They build stores in such close proximity that they are oftentimes competing directly with one another. And they sell a product that until a few years ago most of us just brewed at home or paid a few cents at a gas station for on our way to work.

To put perspective on Starbucks' success, author Joseph Michelli states, "if you had "invested $10,000 in the Starbucks IPO on the Nasdaq in 1992, your investment would be worth approximately $650,000 today." If that weren't enough Michelli tells us "Starbucks opens five (5) new stores every day - 365 days a year." And yet through all this, they have maintained their level of quality - oftentimes a tough thing to do when a company expands at such a level.

The Starbucks Experience reads more like an autobiography than it does a business case study, and that alone should give you some insight into just how unique an organization Starbucks is. The book outlines five "experiences" that Starbucks uses to drive their company. Note that these principles are vague in description, making them easy to apply to any aspect of the company - from management through R&D to customer service. They are:

1. Make it your own
2. Everything matters
3. Surprise and delight
4. Embrace resistance
5. Leave your mark

Each one of these principles are given more attention, for example under the first principle of "Make it your own" the company further lists "be welcoming, be genuine, be considerate, be knowledgeable, and be involved" and stresses that these aren't just for the retail level folks but for every area of the company. At the end of each principle is a "create your own experience" segment which rephrases the principle in a way businesses can apply to their own brands, and an "ideas to sip on" thought that gives an overview of the chapter.

Still, with all of these insights there is no surefire list to follow, no defined strategies. All in all The Starbucks Experience serves more to add to the mystique of Starbucks' success than it does to define it in a way other organizations can emulate. However, the author's eighteen-month study of the chain does provide enough information to at least get you inspired and looking at your business an entirely different way.

Ok I bought this book thinking it was going to help me take my small business to the next level and that I could learn about a company I admire - Starbucks. It did that!

What I did not expect were the stories or the applicability of these principles to my personal life. Rather than a theoretical or intellectual discussion about what made Starbucks great, the book is more about how everyone of us can make a greater difference. The real and inspirational stories show how taking ownership behind the Starbucks counter (or anywhere else in the company) leads to uplifting, personally gratifying and important "experiences" for customers and Starbucks staff.

After reading The Starbucks Experience, I realized how I take shortcuts in business - thinking that no one will notice. Further, it encouraged me to look at how I use criticism to grow and whether I am consistent in my relationships. I am now looking for opportunities to "surprise and delight" those I serve at work and home. I also feel inspired to not only "leave a positive mark" but to encourage those who work for me to do the same.

This book was important to me and while its author speaks of some of Starbucks shortcomings, I am glad that the book focused on what the company does right. That focus inspired me to take the principles and create more extraordinary experiences for others in my often ordinary life.

Buy it, read it, think about the questions asked in the "ideas to sip on" sections and in the readers quide....you wont be sorry... you will be better for it.

Starbucks is certainly one of the great success stories of American business -- and its major insight is that coffee isn't just coffee but an experience. I saw this just the other day when I stopped in at a non-Starbucks store. The coffee was just fine but the room was crowded, the cashier never made eye contact, and the chairs were uncomfortable. (The coffee was a bit less expensive.). In any case, there's room for nearly every business to learn something from Starbucks, and the five key principles here are as good as any. I particularly liked the ideas of providing "surprise and delight" to the customer (going beyond the expected) and "embracing resistance" (responding positively, not defensively, to criticism).

So what's wrong with this book? Simply the fact that although it's apparently not an authorized corporate "biography," it often reads like one. If there's a negative rumor about Starbucks, be assured that Michelli explains the company's brilliant PR strategy in quashing it. If Starbucks runs into problems opening in a new neighborhood, be assured that the company either defuses community opposition or learns an important lesson from the experience. And so on. Heck, the foreword was written by the president of Starbucks U.S.

Although Starbucks apparently does provide a better-than-average working environment, tries hard to be environmentally sensitive, did invent a restaurant niche that no one had found before, and does a lot of other things well, I'd rather read this in a book that doesn't sound like an advertisement.

If I were tapped to lead a 3-day seminar for my company in how improve our organization and our relationships with our customers, I would use this book as the text.

Dr. Michelli makes the point early on in the book that customers today are looking for more than goods and services. They're looking for an 'experience'. Starbuck's has been very successful in providing its customers with that experience, as evidenced by the millions of people (myself included), who don't mind walking into one of their locations and shelling out over $3 for a cup of coffee on a regular basis.

How do they do it? Dr. Michelli does a great job of organizing and presenting Starbucks' secret as a series of principles, starting with "The 5 ways of being".

* Make it your own
* Everything matters
* Surprise and delight
* Embrace resistance
* Leave your mark

Dr. Michelli does a good job of illustrating these principles with anecdotes and illustrations. The tone is concise and understandable.

Upon reading the book, you'll find that these are principles that are relevant way beyond the coffee shop business. Most, if not all, of them apply to whatever business you're in. Further, they apply to life in general. Starbuck's does a great job of understanding how it needs to connect with its employees (called 'partners'), its customers, and the community in which each store operates. I was also impressed with the way Starbuck's views its 'partners', empowering them to be involved with their customers and community, and trusting them with the authority and autonomy to do what they think is necessary to maximize the customer experience and Starbucks' position in the community.

This book is a quick concise read. I read it on an airplane, but it could be done in a couple of hours while sitting in Starbuck's drinking coffee -- and it would be a much better experience... :-) The information you'll gain from reading the book makes it well worth the time.

At first, I thought this book was going to be one big ad for Starbucks and maybe it is, but it's also interesting to know what a corporation that could be seen as a moneygrubbing, luxury retailer is doing right.

Beyond the tips on how to connect with your customer and how to sell your product is insight on what Starbucks does behind the scenes. For example, they make it a point to know what their coffee suppliers are paying their coffee pickers or how much pesticide is used, etc. to 'work with coffee farmers to ensure (a) high-quality product and promote equitable relationships with farmers, workers, communities, as well as protect the environment'. They work with socially-conscious groups for everything from water sanitation in third world countries to tutoring local kids. And of course, they're also trying to make a difference at home base by simply reacting to customer concerns quickly (e.g. putting a changetable in the washroom, personally going out to buy a coat hook for a regular customer).

One thing I loved were a lot of stories dealing with how partners (i.e. the person serving you your morning scone, baristas) take ownership of situations and devote their own time/money to customer experience. You have to be doing something right when you can make someone recognize that his/her job is not just a job.

Lastly, I liked how this book wasn't just about horn tooting. Sometimes Starbucks failed. Maybe they wanted to open a store in an area that was unwelcoming and couldn't warm up the community. Maybe their new drink wasn't well-received and had to be discontinued. And no, they don't always connect with the customer and they're not always consistent with quality. They recognize there have been different problems and experiences and not every customer leaves with a hug and smile.

All in all, this is a great book to talk about corporate practices that enable progression of your core business by not just focusing on the benjamins.

The Pike Fish Market in Seattle is an entertaining place. According to the motivational video "Fish!", there are lessons to be learned from how they operate their business.

A long time ago, far, far away, the Pike Fish Market was the neighbor to... Starbucks, the early version.

I can envision the energy in the Pike Fish Market influencing the Starbuck philosophy. I don't know if that really happened, but Starbucks IS the coffee equivalent of that fish throwing, shouting, and entertaining place.

Or, according to Joseph Michelli, it should be.

There are almost as many "Principles for Success" books written by the Fortune 500 as there are Fortune 500 (guess a number here). Why is this one anything special?

I'd say this book reads not as a pat on their own back, and not as a book written for MBA students. There is a level of energy, the Pike Fish Market-type energy, throughout. The principles are:

* Make it Your Own
* Everything Matters
* Surprise and Delight
* Embrace Resistance
* Leave Your Mark

These translate into customer friendly, employee empowering, creativity rewarding, and relationship forming principles. The energy comes top-down AND bottom-up.

This book is worthy of a second reading after the first. Let the concepts sink in, and see how they apply to the world. Then read again. Pick and choose what may work for you. Do you "see" REI? Costco? Powell's Books?

This well-written book is worthy of a look-see.