After a year of this, one day, one of my partners came in and told us some really disturbing news about her life situation, and suddenly, things kind of clicked. It was apparent that we might be her only positive daily interaction, and that the extra attention, especially that when she had a complaint, really might have meant a lot to her personally, giving her some modicum of control in her life and also a feeling of importance. We’d never let our service waver, and we were very glad.

Great article on Business Insider, “What Baristas Think of Your Coffee Orders.

I am always impressed by the consistently high bar of the baristas’ professionalism and amicability at the SoHo Starbucks I go to every morning. I also give them a ton of credit when they don’t jump the counter and shake the person in front of me they decide to pay for their $5 latte in pennies when the line is out the door at 8:50am. 

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