Lattes and Life Change
It was the year 2006. I was a Shift Supervisor at Starbucks Coffee Company, which is really just a glorified Barista, but also known as A “Coffee Master.” Becoming a Coffee Master may have been one of the best experiences of the job. I grew in my knowledge of coffee and my love for coffee; my love quickly became an obsession.
Becoming a coffee master was not, however, the only thing I walked away with. Apart from having a few green aprons, a couple black ones and the Starbucks hat, I walked away learning something about the company that would forever be ingrained as a part of my life. Something that spreads way beyond coffee. Into Life. Business. Church. Family. Friends. The list could go on for lines. Little did I know or ever imagine how Starbucks Coffee could change my thinking so much. My first experience with Espresso did, however, change me instantly! And yes, it’s spelled Espresso…not Expresso (I learned that too).
When Howard Shultz took over the company in 1987 he had a few strategic ideas that would turn Starbucks into the coffee powerhouse that it now is.
One of those ideas was to create an atmosphere that they now deem as “the third place.” As in, he wanted Starbucks to be the third most comfortable place you could be. Home being first, your job being second and Starbucks third. The Third Place. He went about doing this in three very specific ways. The three focuses are the three points that have transformed my thinking in more ways than one. If you’ve ever walked through the doors of a Starbucks you have experienced all three and can probably already name them. The three qualities Shultz wanted every store to focus on were to make everyone that came through the doors:
Wanted
Accepted
Known
Wanted, you have to be greeted within 3 seconds of walking in. You feel wanted there (most of the time). Accepted, no matter how ridiculous your drink order is, the Barista still has to make it and they still have to call it back to you. Letting you know that they accept your ridiculous latte. You are accepted. And Known, the one thing I’ve always loved about Starbucks is that they write your name on the cup after getting your order. After making your ridiculous beverage they have to call it out, followed by your name. “I’ve got a Iced Triple Tall With Room Espresso for Jason!” The one thing everyone loves to hear is the sound of their own name. I’m guilty of that. None the less, Starbucks makes you feel known by getting your name and calling it out.
Very innovative concept. At least for a coffee shop. It should not be, however, for the local church.
Hey Jason,
I don’t know – that MIGHT be a good concept for the church. It really reminds me of how God is toward us. He knows us and wants us – actually pursues us. And He accepts us as we are – otherwise we couldn’t get anywhere near Him. Fortunately, He doesn’t leave us as we are – He has the power to change us.
I liked what you said about our liking the sound of our names. I think that is a God-given need — there is a lot in the Bible about names and their importance. What gets us into trouble maybe is having an emotion-backed demand for that recognition — like getting our feelings hurt because the pastor doesn’t know our name — but do I know the name of the person sitting next to me? I think what makes the “local bar” so popular is that we are KNOWN there – like the song on Cheers says, “Where everybody knows your name.” Maybe the church could be more effective if we concentrated more on knowing people’s names and their stories.
Good stuff – though-provoking. Thanks for sharing.
Love,
K
Me again!
I just re-read that last line of your post. Did you mean that the concept should not be innovative for the church because the church should ALREADY be doing that??? I may have misunderstood you. If I did, I apologize.
Kay
That’s right. The church should already be engaged in this model. It should not come as a surprise to the church that these are the needs people are looking to get met. We should already be striving to make everyone around us welcomed, known, and accepted.
Amen, amen.
We need more like this. More thoughts, more insights, more thought-provoking writings.