Prior to COVID, my wife and I walked into a Starbucks on a Saturday night around 9:00 pm. They had such a busy day; they were sold out of the drinks we wanted.
It made me think, why do customers go to Starbucks? What makes them different from competitors like Dunkin Donuts, McDonald's McCafé, and the zillion others?
The next time you are in a Starbucks, watch how the employees work with each other and interact with customers. You can see the culture in action. Compare that with Dunkin Donuts and McDonald's.
Starbucks' culture sets them apart. The culture is based on Howard Schultz's vision. Shultz said, "we're not in the coffee business. It's what we sell as a product, but we're in the people business – hiring hundreds of employees and serving customers, it's all human connections."
Often, the baristas greet customers by name before they even order – in fact, I've seen them already know their favorite drink before they even ask for it.
If you ever watch an interview with Schultz, you will hear the word passion more than you hear coffee.
The next time you give a presentation, ask yourself, "what business am I really in?"
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