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December 17th, 2005

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10:40 pm - Starbucks Book - I need your experiences
Green Apron Book, Coffee Master, and Customer Resistance Experiences needed!

If you are a Starbucks fan, you may have heard about a new book being written in conjunction with the company (for example, it has been discussed at Starbucks gossip)! I am the author. I am focusing the book at the Starbucks store level. Its deadline is February 1,06 and it is scheduled to be published in the fall by McGraw-Hill. I have all the requisite permissions from Starbucks corporate for partners to participate. Please check out the following (http://www.starbucksstories.com/Starbucks%20permission.pdf) or email me at josephm@lessonsforsuccess.com. You can also contact Chris Gorley - cgorley@starbucks.com with questions about your possible involvement in the book.

I am giving Starbucks gift cards and copies of the book if your experience is included in the book.

As I approach deadline, I would appreciate your assistance. If possible would you share with me experiences you have had (either from the partner or customer side) that:

1)capture the essence of the 5 ways of being (welcoming, genuine, considerate, knowledgeable, involved). Maybe it was a partner who excelled at being knowledgeable, with a customer for example.
2)show how information gained through the coffee master training translated into a benefit to the customer or generally how a knowledgeable partner affected a customer
3) situations where an angry, disgruntled, or resistant customer had their experience turned into a positive one.

This book (working title the Starbucks Success Blend) pays tribute to the uniquely customer driven behavior of Starbucks baristas. The more you share the better I will be able to capture the incredible Starbucks experience. Respectfully, Joseph A Michelli, Ph.D. www.starbucksstories.com

(3 comments | Leave a comment)


Date:July 18th, 2006 03:04 am (UTC)
I love Starbucks. The coffee is wonderful, and the service is great. I go their everyday. It is a nice place to just relax and hang out, especially if your stressed out to begin with. I just wish they would put some Starbucks around here that have drive thru's.

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