It's Not About the Coffee: Lessons on Putting People First from a Life at Starbucks by Howard Schultz, Janet Goldstein, Howard Behar

When Howard Schultz decided to buy Starbucks in 1987, he had no idea he was about to embark on a journey that would completely revolutionize the company and the coffee industry. In his book “It’s Not About the Coffee,” Howard Schultz shares his experience at Starbucks and the lessons he learned from it. With a focus on putting people first, Schultz shares how he transformed Starbucks from a small coffee shop into the global brand it is today.

Schultz begins his book by emphasizing the importance of creating a culture where the customer is put first. He points out that customers come to Starbucks for much more than just its coffee. They come looking for a sense of belonging, community and connection. According to Schultz, it is the mission of Starbucks to create moments of genuine connection between customers, partners (employees) and their communities. He believes that by creating an engaging and respectful atmosphere, customers will flock to Starbucks and remain loyal to the brand.

When Schultz took on the role of CEO of Starbucks, he immediately focused on becoming a service-driven company. He encourages companies to grow with the customer in mind and to focus on delivering exceptional service that goes above and beyond. He makes the point that service isn’t just about the product itself, but about creating memorable experiences. Schultz shares how he created an award-winning customer service program at Starbucks that was lauded for its focus on training, development and growth.

Schultz also highlights the importance of putting people first. He believes in empowering people and creating an environment that rewards creativity and hard work. He emphasizes the significance of treating people with respect and understanding and highlights the importance of creating a workplace where people can thrive and be themselves. He shares how he created a culture at Starbucks where employees could develop and grow while also having opportunity to take risks.

Schultz also sheds light on the power of communication and collaboration. He emphasizes the importance of having an open dialogue with employees and customers. He believes in providing feedback, listening to different perspectives and discussing solutions. He demonstrates the importance of engaging in healthy debate and using it as a tool for growth.

Lastly, the book discusses the significance of giving back to the community. Schultz points out how Starbucks has been committed to using its success to support the well being of local communities. He encourages companies to devote their resources to supporting education, job training, health care and other causes that are important to them.

At its core, “It’s Not About the Coffee” is a testament to the power of putting people first. From the customer to the employee, Schultz encourages companies to shift their focus away from products and onto people. The lessons he shares can be applied to businesses of any size and could help foster growth and success. Through his experience at Starbucks, Schultz shows us the importance of creating a culture that fosters human connection, respects its people, encourages collaboration and gives back to the community.