Howard Behar It's Not About The Coffee
Introduction
Howard Behar is a renowned businessman who has made a significant impact in the corporate world. He is the former president of Starbucks Coffee Company, where he worked for over 21 years. In his book, "It's Not About The Coffee," Behar shares his insights on leadership, management, and customer service. This article will explore the key lessons from the book and how they can be applied to businesses and personal growth.
Lessons from "It's Not About The Coffee"
Behar believes that the success of any business lies in its people. He emphasizes the importance of hiring the right people, treating them well, and empowering them to make decisions. Behar believes that when employees feel valued and respected, they are more motivated to deliver exceptional customer service.
Behar also stresses the importance of having a clear vision and purpose. He believes that businesses should have a purpose beyond making profits. Behar says that Starbucks' purpose was not to sell coffee, but to create a community gathering place where people could connect and enjoy a good cup of coffee. This purpose helped Starbucks to differentiate itself from its competitors and build a loyal customer base.
Behar is a strong proponent of servant leadership. He believes that leaders should focus on serving their employees rather than the other way around. Behar says that when leaders put their employees first, they create a culture of trust, respect, and collaboration. This culture, in turn, leads to better employee engagement, productivity, and customer satisfaction.
Behar is also passionate about customer service. He believes that businesses should strive to exceed their customers' expectations and create a memorable experience. Behar says that customer service is not just about resolving complaints but about creating a positive emotional connection with customers. He encourages businesses to listen to their customers, understand their needs, and personalize their service.
Behar believes that businesses should embrace change and innovation. He says that businesses should be willing to take risks, experiment, and adapt to changing trends and customer preferences. Behar cites the example of Starbucks' decision to introduce free Wi-Fi in its stores, which helped to attract more customers and increase sales.
How to Apply Behar's Lessons
Behar's lessons can be applied to businesses of all sizes and industries. Here are some practical tips for applying Behar's lessons:
- Hire the right people: Look for candidates who share your values and have a passion for your business.
- Treat employees well: Offer competitive salaries, benefits, and opportunities for growth and development.
- Empower employees: Give employees the autonomy to make decisions and solve problems.
- Have a clear purpose: Define your business's purpose beyond making profits and communicate it to your employees and customers.
- Practice servant leadership: Put your employees first and create a culture of trust, respect, and collaboration.
- Focus on customer service: Exceed your customers' expectations and create a positive emotional connection with them.
- Embrace change and innovation: Be willing to take risks, experiment, and adapt to changing trends and customer preferences.
Conclusion
Howard Behar's "It's Not About The Coffee" is a must-read for anyone who wants to become a better leader, manager, or customer service provider. Behar's lessons are practical, inspiring, and applicable to businesses of all sizes and industries. By applying Behar's lessons, businesses can create a culture of excellence, customer loyalty, and growth.