This is the second part of a review of the book "The Starbucks Experience".
One of my New Year Revolutions was to read one book a month and then make personal application in my work or family environment. This first book will focus on the experience we can build known as "The Seacoast Experience". The book is broken into 5 key tenants that the author has identified as powerful when applied. I will look at each of these 5 parts on this blog.
Tenant Two: Everything Matters:
- Howard Shultz is quoted in the book as saying "retail is detail". The Author suggests that all business is details.
- When details are overlooked, or missed customers rarely compliant to management – they simply go elsewhere.
- Successful leaders understand that there are two aspects of the experience. Unseen Aspects and customer-facing aspects.
- Attention to detail occurs by design not by default.
- The starbucks atmosphere is driven by openness, interesting menu boards, uniqueness of counter design, cleanliness, napkins, coffee bag design, mailings, window seats etc. All of these things could easily fall in the category of "it doesn’t matter". The moment you think that the details do not matter start bailing cause the ship is going down.
- Music is a large part of the experience. The play list is programmed for each store to make sure the experience is consistent with the vision.
- The "everything matters" principle reflects the importance of solid processes and daily procedures. Starbucks has everything matters checklists to make sure that the details are covered at each shift.
- Money quote: " We pay attention to the atmosphere. We are vigilant about the music in the background, pleasant colors, comfortable furniture, and the right amount of lighting…I do my part to make it warm and inviting…I want the details to reach out and say, "come in and stay awhile". Barista from Columbus Ohio
Questions I will sip on:
What are the details that make or break the experience areas of Seacoast? Can I identify them and right them down to make a check-list?
Are there details that are being missed that people are choosing to not come back and stay? Or even worse that inhibit those who do stay from connecting with God?
Are we properly thinking through the details of background music enough?
How can we train our volunteers with a "everything matters" attitude?