Almost every day, my delightful Mumsie Poo starts her morning by going to her local neighborhood Starbucks for a cup of coffee (grande in a venti cup – the woman likes her cream), chats with the baristas and some of the customers, and then continues on with the day’s activities. The agenda for these activities are usually sent to me in a daily text; I assume that’s so I can find her when she’s kidnapped for ransom money due to her secret royal status. Or because deep down she’s an arch nemesis and her texts are tiny daily monologues about how she will take over the world. Still figuring that one out.
Anyway…Mumsie Poo celebrated her birthday on December 13th. In her daily text the next day, she told me that the Starbucks folks all chipped in to buy her a new coffee tumbler and paid for a month’s worth of free coffee for her. She was so tickled by that. She even baked them a cake to say thank you.
The thing is, this Starbucks has ALWAYS done great things for my mom. She’s a retired lady on a very fixed income, so going to buy a daily cup of coffee is a bit of an indulgence. She does it to get out of the house and to say hi to the friends she’s made at that shop. And they repay her – they “accidentally” forget to charge her for her coffee one day. Or they recharge her Starbucks card “just ’cause.” They know her by name and always ask her how her day is going. In return, Mumsie Poo bakes them birthday cakes, brings them Christmas cards, and gets too involved in the stories of their personal lives. (You can take the woman out of Chicago….)
They have built a wonderful little community at that Starbucks. On the times I’ve gone with Mumsie Poo, they all tell me how much they love my mom and what a great baker she is. They are incredibly nice to everyone who walks in, but are especially nice to their regulars. They really do go above and beyond to make Mumsie Poo feel welcome and comfortable. And they give her a hard time when she deserves it, so they get extra points for that.
My point in sharing all this is not to brag about my mom’s local Starbucks. It’s to point out that even though Starbucks has almost 14,000 locations IN THE US ALONE, they are able to create an individual connection with a customer. It’s not about profits, and it isn’t about marketing (although the word of mouth doesn’t hurt). It’s because they genuinely like what they’re doing and like their customers. And they understand they are making a difference in one person’s day.
There’s a lesson in all this for businesses and leaders alike.
Connect on a human level. Be generous. Care.
That’s all you really need to do to make a difference, no matter how big you are.