Unpredictable. Unfocused. Just like life.

Rick Segal has noticed something about Starbucks that I've often noticed myself - Starbucks employees seem to genuinely care about my experience, and Starbucks lets them do just that:

Here's a good example of giving tools to the front line. I dropped by the local Starbucks in Aurora to grab a latte. I ordered a decaf and got it straight away. Hmm. This decaf is for the birds.

I walk back up and say, ya know, decaf isn't really very good, my fault, I should stick to the real thing. Person says, so sorry sir and goes immediately into making a new one. I say, twice, really not your fault, never had decaf, ain't doing that again. Yucking it right up.

In addition to my new drink, she hands me a coupon for free one.

Umm, it wasn't your fault, I ordered wrong thing. No worries, sir, we want people to have a great experience.

I've had plenty of good ones though. The other day the power wen out in my city while I was at Starbucks. I was about to use the restroom and without being asked the staff went off to find a flashlight so that I wouldn't be in the dark.

Whenever I've had a drink that didn't delight me, they made me a new drink AND gave me a coupon for a free drink. On Mother's Day they handed my wife a $5 Starbucks card. When I walk into my favorite Starbucks they remember me and automatically start making me my favorite drink.

They are always cheerful and chatty and pleasant to be around. I'm not sure how Starbucks achieves this but they are obviously doing something right.