Ever found yourself waiting impatiently at Starbucks, watching the barista scramble to perfect your coffee order? John Coleman, a regular, asks for eight packets of sugar and just the right amount of milk, but since Starbucks moved the milk and sugar behind the counter during the pandemic, it’s been a hit-or-miss experience for him. And honestly, haven’t we all felt the frustration of having our preferences misunderstood?
This got me thinking—how often do we unintentionally “hide the milk and sugar” in our businesses? Think about it. In many companies, key processes and tools are tucked away behind the proverbial counter. Whether it’s a cumbersome approval process or technology that’s not easily accessible, these barriers create delays, frustrate employees, and ultimately lead to poor customer experiences.
What if we brought the “milk and sugar” back to the table? Imagine the efficiency we could gain if we empowered our teams to have more control and access to the tools they need. When we streamline processes, eliminate unnecessary bottlenecks, and trust our people to make the right decisions, we create a smoother workflow for everyone.
This doesn’t just apply to coffee shops. It’s true in any business, large or small. Whether you’re a leader managing a team or a small business owner interacting directly with clients, the takeaway is clear: transparency and accessibility are key. By simplifying processes, we allow both employees and customers to have a more seamless, enjoyable experience. In the end, it’s about offering a bit more control—whether that’s over how sweet your coffee is or how efficiently your team can complete a task.
So, the next time you’re waiting for your favorite brew, ask yourself: Are there any “milk and sugar” moments in my business that I could bring back to the table?
If you enjoyed this post, check out my thoughts on other workplace trends and how small operational tweaks can have a big impact (https://accelebron.com/executive-insights/)
#LeadershipLessons #WorkplaceEfficiency #CustomerExperience #StreamliningProcesses #CoffeeCulture #EmpowerYourTeam
Reference
Heather Haddon (2024, October 16). Hope Stirs in the Fight to Free the Milk and Sugar at Starbucks. Wall Street Journal. https://www.wsj.com/lifestyle/starbucks-milk-sugar-barista-coffee-condiments-b8d1268f