Back in December when I reviewed  Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time, I did not live in a community dotted with a Starbucks at every block, so I have never been to a Starbucks.  I was able to read the book and see the vision Howard Schultz, the CEO, had of the company.  I saw how he wanted the Starbucks image to exist. I wrote my review of his business techniques in the book here.

Now my commute to work passes three Starbucks Cafes, so I decided to check the place out.  My brain carried the image Schultz painted in his book.  The experiences have been totally different.  Yes the employees were great and the coffee was delicious–but it was the other things that were off.  He said they give real cups unless customers ask for to-go cups.  The baristas told me it’s actually the opposite.  They don’t even have enough porcelain cups to accommodate the seats in their shop.  Schultz said his business was green; the places I visited had no recycling for the disposable cups.  The differences between what Shultz said was standard and what I saw were shocking.  But it just goes to show:

A CEO can’t always be in touch with what is really happening in his company.  It’s like a king–does he really know everything his subjects are up to?  There are so many people and so many cups of coffee.

I feel lucky that I read the book before I walked in the coffee shop.  Of course, it means I was disappointed when I walked in while the average person is won over by the experience.  Oh well.  No wonder this book is on clearance at Amazon now.