Extra Shot Episode 55: The Enduring Principles and Starbucks with Marcie Marshall

Show Notes
Transcript

What do Starbucks and the Enduring Principles have in common? Turns out a lot of things! Tune in as Carla interviews seasoned barista, Marcie Marshall about the connections she's made in her work life and spiritual life.

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Intro and Outro music used with permission:

“For Everyone Born,” Community of Christ Sings #285. Music © 2006 Brian Mann, admin. General Board of Global Ministries t/a GBGMusik, 458 Ponce de Leon Avenue, Atlanta, GA 30308. copyright@umcmission.org

All music for this episode was performed by Dr. Jan Kraybill, and produced by Chad Godfrey.

NOTE: The series that make up the Project Zion Podcast explore the unique spiritual and theological gifts Community of Christ offers for today's world. Although Project Zion Podcast is a Ministry of Community of Christ. The views and opinions expressed in this episode are those speaking and do not necessarily reflect the official policy or position of Community of Christ.

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[inaudible].

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Welcome to the Project Zion podcast.

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This podcast explores the unique spiritual and theological gifts Community of Christ offers for today's world.

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Hello and welcome to the Project Zion podcast.

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I'm your host, Carla Long and today we are podcasting about something a little bit different, something that might have you scratching your head and saying what, but believe me, by the end of this podcast you'll be thinking awesome.

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I'm speaking with my lovely friend Marcie Marshall today and Marcie works for Starbucks and she has for a long time and just recently I was at a women's retreat and she presented about how Starbucks has a lot in common with the enduring principles of community of Christ and I was absolutely hooked.

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Not only was I hooked on the coffee because she was giving us a lovely coffee tasting as well, but on the idea that we could share so much in common with such a huge corporation and while she has a lot of claim to fames, one of the claims to fame she has in my life is that she was the first person ever to introduce me to a Captain Crunch frappuccino at Starbucks and I've never forgotten it ever.

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So hi Marcie.

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Thanks for talking with us today.

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Hello Carla.

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How are you?

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I'm so good.

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I'm so excited to hear what you have to say today.

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Um, I, I was just so excited about your presentation and I cannot wait to share that with our listeners.

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But before we jump into all of that, Marcie, introduce yourself, tell us a little bit about who you are.

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Absolutely.

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So I am Marcie Marshall and I am originally from the Bay area in San Jose, California and grew up there going to the San Jose congregation.

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Uh, went through high school, went through college, uh, moved down to orange County and got a job with Starbucks.

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Started there as a barista when I was about 19 years old.

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Um, and just recently my husband and I moved up to Washington.

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So now we live in Puyallup, Washington and I am a store manager for Starbucks.

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So that's been quite a journey.

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It kind of climbed the ladder there.

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Went from barista to supervisor to assistant store manager.

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And now I've been a store manager for about five years now.

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And I'm, I'm up in the Pacific Northwest, so I'm up in Starbucks country and corporate is just a Stone's throw away from where I live.

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And uh, yeah, chilling here with my, my husband Spencer and my two dogs, blue and zero.

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And we are homeowners for the first time as of last year.

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And we are live in life right now.

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Oh, that's so good.

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I love hearing all of this stuff about your life.

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I love hearing it when people have found their place and that makes me feel happy for you.

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Um, so yeah, so before we really get into the enduring principles and Starbucks, Marcie, I was so interested in how you talked about where the beans that Starbucks gets, where they come from and how you related it to something that you love in your life.

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And it helps me remember as well.

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So could you talk a little bit about the beans, like the Sumatra and all that stuff and where they come from?

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Yes.

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Okay.

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So Starbucks has three growing regions.

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We have Latin America, we have Asia Pacific, and we have Africa Arabia and I'm a Disney nerd.

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And so the easiest way for me to remember those regions is to think of different Disney movies that help with that.

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So when I think of Latin America, Latin American coffees, I think of the movie Coco, um, and him chilling down there.

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And then when we go over to Asia Pacific, I think of Milan.

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Um, and then Africa Arabia, I just, I tune into lion King.

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Uh, each region has different tasting notes from the beans that are grown there.

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So when you think of our Latin America coffees, you think of sunshine, you think of bright colors.

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And so we've got a lot of cocoa notes, like actual chocolate notes and just really crisp, really light medium coffees that pair well with cream and sugar.

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And you can also drink them black.

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And they are, they're just, they're smooth and nice on their own and they compliment other things.

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And then you've got your Asia Pacific coffee.

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So when you think Milan and you think Asia Pacific, you think more herbal, earthy and spicy.

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So that's where those Sumatra beans come from.

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Um, Sumatra and Komodo come from our Asia Pacific growing region.

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And then Africa Arabia, which is my personal favorite, so that we tap into the lion King again and you've got a lot of citrus and floral notes in the coffee.

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Um, so I'm always picturing Timone and Pumaa hanging out at the waterhole with all the beautiful flowers and things through rounding them, uh, in that jungle setting.

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And uh, that's a little more acidic, little more bright with Africa Arabia.

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So that'll be more of our, like our Yukon and our Kenya coffees, which I really enjoy.

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They're really good iced or hot.

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So those are our three growing regions.

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Um, another really cool thing just to add to those grade regions is of course you, we at Starbucks, you know, you see your baristas, we make your lattes, we warm your food and you carry on with your day.

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But these beans have to be grown somewhere.

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Um, and they have to be handled with care.

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And we have several different coffees that we offer.

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You can, you can buy whole bean coffee.

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There are, there's a espresso roast that goes into your lattes.

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Um, there's blonde espresso.

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If you're looking for something lighter and of course be calf.

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And so a lot of people go into getting that being off of the, the coffee tree out of the cherry.

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And so we at Starbucks take really, really good care of our farmers because it starts with them.

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And so we make sure that they have clean water.

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We make sure that they have access to medical care and education for their families because this is definitely a generational business.

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And so we make sure their needs are met, we take really good care of them cause they're kind of the middle guy and we wouldn't be what we are without those coffee farmers.

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So we take care of all three regions throughout the world.

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That is so, so good to hear.

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I, I mean there's so many corporations out there who will just do whatever they can to make a buck.

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And i f that means screwing the little guy, that's what it means.

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And so I'm so glad to hear that doesn't happen with Starbucks.

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Yes, absolutely not.

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So you're also talking a little bit when you presented about the different roasting times and a darker roast versus a lighter roast.

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Can you talk a little bit more about that?

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Yes.

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So we definitely have a coffee spectrum.

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Not all coffees are created equal.

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So, um, we start at more at the darker and so we, we have our blonde roast or medium roast and our dark roast.

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So our dark roasts, we have a French roast and Italian Sumatra and Komodo.

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And so we roast the bean longer.

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So think about, um, I guess just roasting something for like a steak.

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So medium rare up until well done.

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And so those, those dark roasts are more on the Weldon side and um, there's more smokey flavors there.

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There are a lot darker.

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The body when you're drinking the coffee, the body is a lot more full in your mouth.

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It's not so light.

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Um, and so that, that's our, those are our dark Rose.

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And then our medium roasts.

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Most people are familiar with pike place roast.

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That's what we serve in every store.

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That is our medium roast offering.

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But we also have coffees like Guatemala, Antigua.

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Um, we've got our Yukon blend.

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Uh, and then we also have seasonal coffees.

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And then, so a medium roast is just that it's right in the middle, so it's not too dark.

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It's kinda like that mama bear in the Goldilocks story.

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It's, it's just right.

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It complements cream and sugar.

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A lot of our Latin American coffees come for that medium roast.

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Um, and we serve in our stores every day.

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And then just recently, about five years ago, we brought back blonde roast.

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We had taken it away.

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It was called light note blend, and it was for our coffee drinkers that aren't really looking for that kick.

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They still want the coffee, but they don't want it to just overwhelm their pallets.

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And so we brought our blonde roast back and that's as a random blend.

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And that's also a Latin American coffee mixed with some Africa Arabian coffee.

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So that's actually a multi-region blend and it's a little bit smoother.

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It's a little bit lighter, there's a little more ethnicity.

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So think orange juice and think of the acidity that comes from that taste.

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Um, but it's really good over ice.

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So fun fact about our blonde coffees is we actually use our Africa Arabia blonde roast to make our ice coffees to make our cold brew and our nitro cold blue brew.

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Uh, because when put over ice at it just really compliments the colder temperatures.

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So that's our coffee spectrum.

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We've got blond risk, medium risk and dark crust.

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Interesting.

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I, I actually had no idea about any of this and I was so surprised to hear you present it cause I'm just like, I just want a coffee.

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So there's so many different things that you can order and I'm assuming, I'm assuming they're all on the menu.

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I just don't really don't look at the menu I guess as well as I should.

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Yeah.

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Hmm.

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Yeah.

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If you're looking for the advanced version, obviously, you know, we were trying to serve the masses and we do want to make it easy to be a customer.

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And sometimes our menu can definitely be intimidating.

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And we're just talking about coffee right now.

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I haven't even jumped into different ways to modify a latte or the types of nondairy milks that we provide, or you can modify the pumps and we've got sugar-free and do you like whipped cream?

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So there's a whole world out there, but we definitely, one of our mottos is to make it easy to be a customer.

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So we would never want anyone to come in and feel overwhelmed or Oh my gosh, I don't even know where to start.

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Um, but as you become a connoisseur of the coffee and, and become a Starbucks patron of ours years, over time you kind of get these little kernels of knowledge that I'm dishing out at you all in one serving.

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And it's kind of fun.

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It's, it's, it's a really cool world to explore.

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It's much, much deeper than I thought.

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And actually, Marcie have a really kind of funny story to tell you.

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I'm, my parents live in a really small town in Kansas, like 600 people.

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And my mother had never been to a Starbucks before and when they came up to visit me in California, uh, like, this is, this is like 15 years ago, this is a while ago.

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And anyway, I want to, I wanted to Starbucks before mission center conference and I was like, well, can I come in with you?

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I was like uh sure.

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She's like, I've never been in one.

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And I've heard all about them.

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So she came in and she goes, Carla, it smells so nice in here.

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And it's so pretty and there's comfy chairs and it just, it's just a wonderful place to be.

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I was like, well that's true.

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Yeah.

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She really loved it her first time ever.

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Yeah, I know.

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So cute.

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She did not.

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Can I ask like what was her first string?

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Okay, so she just visited with you.

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Okay.

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He, you just was there.

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So also while we're on the subject, uh, you talked a little bit about the Christmas blend as well.

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Can you talk a little bit more about that too?

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Yes.

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Okay.

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So every year our Christmas blend comes out.

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It is, um, it's the SA it's the coffee we sell the most.

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And what's so striking about that statistic is we only sell it in that six week window between like the day after Halloween when we launch our holiday up until Christmas time.

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So we really only have about a month and a half to two months that we are offering Christmas land.

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And it is still our top selling coffee throughout the entire year.

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So we sell it more than any other pound of coffee any other time of year.

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Um, and that's at Starbucks locations, that's at grocery stores, that's online.

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Like we just, people come for the Christmas blend.

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And so what's so unique about it each year is we actually use aged Sumatran beans.

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So remember some Motrin or Asia Pacific.

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Let's go visit Milan over there.

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And, um, our Sumatra beans definitely have like an herbal, earthy taste to them.

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Uh, and fun fact about the aged part is we're actually aging these beans for three to five years.

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So anyone that is enjoying a cup of Christmas line, whether they've purchased a pound or they're buying a cup of coffee in one of our stores this year, those beans that went into making that coffee have been aging the last three to five years.

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So a lot of thought goes into the blend.

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A lot of thought goes into the preparation.

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If you think right now we have farms and warehouses all around the world that are holding those Sumatra and beans that you're going to enjoy in three to five years from now.

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And we've started that process with our new beans.

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And so it's really cool each year because there's, it's, there's a different take on it each year.

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It's not the same bean, right?

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We blend it up with some of our other coffees.

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It's a multi-region blend.

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And so each year is just really unique.

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Um, and the point of that is to really embody the spirit of Christmas.

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Um, when you think flavors, you think spicy, you think cinnamon, you think what will compliment a Christmas dinner?

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You've got your ham and your savory foods.

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And so our Christmas blend does that for you.

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So it's a really special coffee.

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It is.

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I, again, I had no idea and I really, I was really happy to hear that.

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I think it's really interesting.

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So we got to hear a lot about coffee, which is very, very cool.

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But I wanted to jump into the meat of the podcast about how Starbucks stands for, you know, things that we can easily relate to the community of Christ enduring principles.

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So maybe you can start and start telling us a little bit about some enduring principles that you see in the Starbucks corporation and yeah.

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How you see them.

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Absolutely.

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Okay.

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So Starbucks has a set of mission and values that they lead by.

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And so our mission statement at Starbucks is to inspire and nurture the human spirit, one person, one cup and one neighborhood at a time.

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And I love sharing that mission statement.

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When I, uh, when I hire new partners in, I kind of give them an intro into the company, a little bit of history of what our mission and values are, et cetera.

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And one part that I really enjoy sharing is that this multibillion dollar company that like you said, can just kind of step on the middleman.

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They're there to make a buck, which is not what we're about.

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This huge company just wants to inspire and nurture human spirits.

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Um, another thing that really stands out to me in that quote is, uh, one neighborhood at a time which really speaks community to me and I think our churches name is so aptly fit for that because we are a community of Christ and the community part is my favorite part of our church.

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And so for Starbucks to include in their mission statement, that neighborhood piece and wanting to inspire and nurture those human spirits really speaks to me.

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Um, so that's, that's how, that's how that really, that first mission statement wraps in for me is we're, we're not just there to serve coffee, we're there to serve people and so to, to be able to inspire and nurture those people.

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So sure, it's getting you your favorite holiday drink or maybe your kid really wants that birthday cake pop.

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But let's make a moment matter.

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Let's make a moment happen.

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So let's ask that kid, what are you up to you today?

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What are your plans this weekend?

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Are you hanging out with mom?

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You know, and we get dogs through the drive through, what's your dog's name?

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Does he want a puppuccino?

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And just really trying to draw people in and make them feel seen and heard and to really nurture those spirits.

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So yeah, so that's a little touch on our mission statement.

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And then in terms of the enduring principles.

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So our first value that we have at Starbucks is creating a culture of warmth and belonging where everyone is welcome and that includes the partners, employees, and also our customers.

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So that goes both ways.

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And so to me that speaks to the worth of all persons.

00:15:13.051 --> 00:15:18.120
When we're talking about our enduring principles of the church, everybody is worthy.

00:15:18.539 --> 00:15:28.320
Everybody, you know, should, should feel that welcomeness from our church, from Starbucks, like in the world, everybody should feel like there is a place, a culture of warmth and belonging where they belong.

00:15:29.100 --> 00:15:30.990
And so that's kind of the first one for me.

00:15:30.990 --> 00:15:35.220
I also think unity and diversity to say that everyone is welcome.

00:15:35.221 --> 00:15:37.350
It doesn't matter what your background is.

00:15:37.350 --> 00:15:38.639
It doesn't matter how old you are.

00:15:38.639 --> 00:15:40.409
It doesn't matter where your education is at.

00:15:40.410 --> 00:15:46.379
I think everybody there is unity in diversity and I think we should all celebrate each other's paths that we've walked.

00:15:46.889 --> 00:15:53.220
And I think it just makes us a stronger culture overall when we let all of those people and all of those walks of life be welcome.

00:15:53.970 --> 00:16:00.059
Our next value is acting with courage, challenging the status quo and finding new ways to grow our company and each other.

00:16:00.779 --> 00:16:10.559
And so at Starbucks it's really about not settling, cause we could probably sit down right now on what we have and even be sustainable for the next five to 10 years, maybe longer.

00:16:11.070 --> 00:16:13.320
Uh, but we're constantly trying to challenge ourselves.

00:16:13.321 --> 00:16:15.600
How can we make the experience better for our customers?

00:16:15.600 --> 00:16:19.860
How can we make humans be seen even on an environmental level?

00:16:19.860 --> 00:16:23.639
So a lot of stores in different States went straw lists with their lids.

00:16:24.149 --> 00:16:30.330
And so we're kind of, we still have straws of customers want them, but we're trying to make it easier to enjoy your beverage without a straw.

00:16:30.720 --> 00:16:32.970
And that just kind of eliminate some of that footprint.

00:16:32.971 --> 00:16:37.830
We're trying to really reverse in terms of environmental awareness.

00:16:37.980 --> 00:16:48.059
And so the enduring principle that I relate that to is a continuing revelation, is just continuing to what we're looking at and what does this mean to us?

00:16:48.061 --> 00:16:48.840
And let's continue.

00:16:48.841 --> 00:16:49.919
Let's not be complacent.

00:16:49.921 --> 00:16:56.100
Let's not just sit where we're at, but let's continue to grow and let's continue to challenge each other and be better every day.

00:16:56.820 --> 00:16:58.799
Um, so that's where that value sits for me.

00:16:59.519 --> 00:17:04.049
Uh, our next one is being present, connecting with transparency, dignity and respect.

00:17:04.859 --> 00:17:09.930
Um, this one really hits me because I started with Starbucks when I was 19 and I'm 32.

00:17:10.470 --> 00:17:23.250
Uh, so I'm working on my 13th year with Starbucks and I really, I like to call them my third parent, uh, because they have taught me, yes, they've taught me business skills, they've taught me how to be professional, they've taught me how to take care of a team and lead a team.

00:17:23.519 --> 00:17:26.700
But they've also taught me how to lead with my heart.

00:17:27.240 --> 00:17:33.390
And the transparency, dignity and respect part really rang true for me, especially when I was a teenager going into my young 20s.

00:17:33.960 --> 00:17:37.529
And so that one comes with grace and generosity.

00:17:37.559 --> 00:17:39.930
I feel, I feel like Starbucks has taught me grace.

00:17:40.500 --> 00:17:46.109
And so with that enduring principle, with the grace and generosity, I feel like those two align really well.

00:17:46.859 --> 00:17:54.329
And then the very last one, so the last value that has is delivering our very best in all we do, holding ourselves accountable for results.

00:17:54.930 --> 00:17:59.250
And that's more of I guess performance driven I suppose.

00:17:59.250 --> 00:18:03.480
The very last thing they put after that one is we are performance driven through the lens of humanity.

00:18:03.480 --> 00:18:04.799
So yes, we have a job to do.

00:18:04.829 --> 00:18:11.519
Yes, we have a product to sell and we have a service to provide to the masses, but let's do it through the lens of humanity.

00:18:11.549 --> 00:18:15.480
So like you said, with our farmers, let's not just step on the middleman, let's take care of them.

00:18:16.109 --> 00:18:18.509
Let's take care of every customer that walks through our door.

00:18:18.510 --> 00:18:27.299
Whether that is a homeless person that just wants some water and wants to get out of the rain or a high school student that maybe doesn't have any money, but this is where mom is picking me up.

00:18:27.720 --> 00:18:29.059
Hey, do you want a free sample?

00:18:29.069 --> 00:18:30.059
Do you want a food item?

00:18:30.060 --> 00:18:31.230
Do you need to charge your phone?

00:18:31.230 --> 00:18:38.609
You can sit here all day to the, to the regular customer like you and me that comes in and we want to get our fix before we're off to start our day.

00:18:39.150 --> 00:18:49.890
So yeah, I just, I, in the last year or so, just really sharing these mission and values with new partners coming in and even talking with old ones and then looking at our enduring principles a lot more.

00:18:50.190 --> 00:18:59.490
I feel like I've gotten more awareness to that in this last year and it was really cool to see how much Starbucks, his mission and values correlate with the enduring principles of community of Christ.

00:18:59.609 --> 00:19:00.480
Well, for sure.

00:19:00.480 --> 00:19:04.500
I mean I even just in your short explanation, I can see that as well.

00:19:04.500 --> 00:19:19.319
I, I was also thinking back on your presentation when you talked about and going back to the worth of all persons when homeless people come in, I remember you saying they get kind of scared when like a barista approaches them because they think they're going to be kicked out.

00:19:19.650 --> 00:19:20.700
And yeah.

00:19:20.849 --> 00:19:22.019
Tell us what happens there.

00:19:23.250 --> 00:19:33.150
So we recently, we did, I'm sure a lot of people listening in, um, have heard a couple of years ago we had an incident in Philadelphia and we had two men that were not treated the best.

00:19:33.180 --> 00:19:34.259
We had called the police.

00:19:34.260 --> 00:19:36.390
We had not assumed positive intent.

00:19:36.869 --> 00:19:44.250
And so Starbucks, instead of trying to hide that or trying to apologize or make it go away with money, they thought, okay, we need to turn around.

00:19:44.609 --> 00:19:46.109
We need to see how we're treating people.

00:19:46.111 --> 00:19:49.500
We need to see how we're training our people to treat people.

00:19:50.069 --> 00:19:53.369
Um, and so we've started this whole diversity and inclusion training.

00:19:53.670 --> 00:19:55.349
And it's not just a media training.

00:19:55.351 --> 00:19:56.700
Like, here, look what we're doing.

00:19:56.910 --> 00:20:04.049
We're, we're teaching our partners how to be good people, you know, lay off of us in the media, but it's actually like, Nope, we did not show up in our mission and values that day.

00:20:04.049 --> 00:20:07.289
So what do we need to change to grow and be better?

00:20:07.950 --> 00:20:13.559
And so we've been doing a lot about, it's not about kicking people out, it's about trying to keep people in.

00:20:14.130 --> 00:20:23.039
And so when, like you said, when a homeless person walks in, we come over, we want to introduce ourselves, we want to know who they are, we want them to know who we are, if they need anything.

00:20:23.099 --> 00:20:24.569
There's so much power in a name.

00:20:24.570 --> 00:20:28.019
So even just to go over and ask this person like, Hey, I'm Marcy, what's your name?

00:20:28.559 --> 00:20:29.910
I'm really takes them back.

00:20:29.911 --> 00:20:39.839
Because like you said, they uh, they usually think, Oh they're going to kick me out or I can't stay here because I didn't purchase anything or I can't have the bathroom code again because I didn't spend any money.

00:20:40.230 --> 00:20:44.339
And it's more about making sure that they are comfortable that they are taking care of.

00:20:44.730 --> 00:20:47.289
Starbucks has, we liked it, we don't like to call them rules.

00:20:47.290 --> 00:20:49.210
We call them shared expectations.

00:20:49.690 --> 00:21:02.859
So we have shared expectations for the community space that we provide in our lobbies and as long as everybody is respecting everyone else on annoyance level, on an interaction level, um, everyone can stay.

00:21:02.861 --> 00:21:04.539
Like let's all just respect the space.

00:21:04.569 --> 00:21:06.849
Everyone can have a good time in the same space.

00:21:07.359 --> 00:21:09.869
And so for me it's really like, can I get you a water?

00:21:09.880 --> 00:21:12.670
Did you need an outlet so that you could charge something?

00:21:13.059 --> 00:21:19.630
We have even started to offer information if stores have it, if there is a shelter nearby or if they need to get some help.

00:21:19.930 --> 00:21:27.519
We started having those resources on hand because we want to help keep those people in and not necessarily just kick them out back into the cold.

00:21:28.440 --> 00:21:30.180
Oh, that's so cool.

00:21:30.181 --> 00:21:37.619
I, you know, I would also add in blessings of community in there because into that, into that one as well.

00:21:37.621 --> 00:21:52.589
Because you know, when I was growing up, I had never even seen a homeless person in my entire life, and I don't know if it was in a Starbucks or somewhere else, but that was a coffee shop was the first place I'd ever seen a homeless person.

00:21:53.160 --> 00:22:04.829
And looking around at the different people sitting in that room, there were older people and younger people and people who are homeless, like I said, and people of different socioeconomic statuses.

00:22:04.859 --> 00:22:08.460
And it helped me to see my community in a different way.

00:22:08.461 --> 00:22:16.319
Not only was I just in my little circle of friends of people who are just like me, but I can look around.

00:22:16.320 --> 00:22:20.369
It's so many different people and you and you put unity and diversity with that one as well.

00:22:20.371 --> 00:22:21.329
And I agree with that too.

00:22:21.330 --> 00:22:27.359
But seeing the community around me and being a part of that community around me was pretty eye opening for me.

00:22:28.039 --> 00:22:28.039
Yup.

00:22:28.190 --> 00:22:29.569
I can totally appreciate that.

00:22:29.720 --> 00:22:40.579
Cause when you, when we think Starbucks community, you think, you know, you think the teachers that come in and very day or you think of the parents that are dropping their kids off at school or you think of commuters.

00:22:40.580 --> 00:22:44.240
In my case it's people that live here, but they're headed to Seattle for work for the day.

00:22:44.900 --> 00:22:46.009
Um, but it doesn't stop there.

00:22:46.010 --> 00:22:48.619
It doesn't stop with people who are gold card members.

00:22:48.650 --> 00:22:51.710
It doesn't stop with people who purchase one or two items.

00:22:51.740 --> 00:22:53.539
It doesn't even stop with regulars.

00:22:53.540 --> 00:22:55.190
People that we see every single day.

00:22:55.549 --> 00:22:57.890
It's everybody that comes in including homeless people.

00:22:57.891 --> 00:22:59.660
They are a part of the community as well.

00:23:00.140 --> 00:23:10.700
So I just really think, like I said, introducing yourself, knowing their names and then they come back, but you know them and to be able to say, you know, Hey Jason, how's it going?

00:23:11.240 --> 00:23:15.589
You, you almost see everyone else in the space, relax your other partners on the floor, relax a little bit.

00:23:15.590 --> 00:23:16.609
Customers in the lobby.

00:23:16.940 --> 00:23:18.319
Okay, this person is human.

00:23:18.320 --> 00:23:19.130
They have a name.

00:23:19.400 --> 00:23:20.599
We don't need to be nervous.

00:23:21.079 --> 00:23:22.700
And why do we need to be nervous?

00:23:22.701 --> 00:23:23.000
You know?

00:23:23.000 --> 00:23:25.009
Let's just treat these people like humans.

00:23:25.039 --> 00:23:30.230
Let's treat them like people and give them this culture of warmth and belonging where they are welcome.

00:23:30.589 --> 00:23:44.630
And it kind of diffuses any sort of tension or uncertainty that people have and almost conditions them in the reverse to not have a reaction to someone like that walking into the store but leaning into it and just, Hey, how's it going?

00:23:44.631 --> 00:23:45.619
What can I for you today?

00:23:45.621 --> 00:23:46.700
How can I make your day?

00:23:47.210 --> 00:23:47.539
You know?

00:23:47.540 --> 00:23:50.869
And so and truly, I mean, this is what Starbucks talks about and it's amazing.

00:23:50.871 --> 00:23:57.109
I love sharing these stories because we don't need to do this, but I think the world needs this.

00:23:57.111 --> 00:24:03.380
And I just, I love that this is a company that makes it important because it is important and it's not just about the bottom line.

00:24:04.279 --> 00:24:04.279
[inaudible].

00:24:04.519 --> 00:24:12.829
Yeah, your, your story about that makes me remember a time I was helping out in a homeless shelter and I, we, we kind of, we went every single month to help out.

00:24:12.830 --> 00:24:18.349
And there was this one boy and I remembered his name from the last time and I said, Hey Lincoln, how's it going?

00:24:18.890 --> 00:24:20.569
And he literally burst into tears.

00:24:20.570 --> 00:24:22.880
He's like, nobody remembers my name.

00:24:22.881 --> 00:24:24.799
I can't believe you remember my name.

00:24:25.220 --> 00:24:25.549
I know.

00:24:25.550 --> 00:24:29.269
It was just so powerful and that the power of a name.

00:24:29.329 --> 00:24:31.339
So, um, that's really good to hear.

00:24:31.490 --> 00:24:32.809
I'm so glad that you do that.

00:24:34.670 --> 00:24:48.200
Um, one enduring principle you did not mention, and I was waiting for you to mention it, I thought you might mention it was when you talked about the straws, I thought you'd talk about the sacredness of creation and how important that is for a community of Christ.

00:24:48.201 --> 00:24:59.930
And it sounds like for Starbucks, because taking away something that people are used to and for some reason straws have becomes some sort of like political power tools.

00:24:59.931 --> 00:25:02.210
Like, I am not going to drink with straws.

00:25:02.240 --> 00:25:06.650
Well, I am going to drink with straws and it's become a thing.

00:25:08.329 --> 00:25:10.130
It went and it was a thing the first week.

00:25:10.131 --> 00:25:13.670
So we kind of had to prep our team where we're like, okay, change is hard.

00:25:14.059 --> 00:25:17.990
And we see, you know, up to from 700 to 1200 people a day.

00:25:18.289 --> 00:25:23.779
And so there are going to be people that want the straw or where did the straw go or why has the lid change?

00:25:24.500 --> 00:25:30.549
Um, and I'll be honest, it took about a week for people to settle and we definitely had mixed emotions.

00:25:30.569 --> 00:25:31.849
We had people that were all for it.

00:25:31.851 --> 00:25:32.480
This is great.

00:25:32.480 --> 00:25:36.589
Thank you Starbucks for leading the way, you know, let's help, let's do our part with the environment.

00:25:36.590 --> 00:25:39.109
And then we had other people, like you said, that were like, it's my straw.

00:25:39.111 --> 00:25:39.799
Don't take it away.

00:25:39.800 --> 00:25:41.059
We've always had straws.

00:25:41.660 --> 00:25:42.549
I, you know what I mean?

00:25:42.769 --> 00:25:43.549
Give me my straw.

00:25:43.550 --> 00:25:44.779
And so, and we did that.

00:25:44.779 --> 00:25:46.130
We still, we still have straws.

00:25:46.131 --> 00:25:55.460
We're actually currently working on a straw that is biodegradable, whether that is a paper straw or a bamboo straw, but we're trying to get away from the plastic to do our part with that.

00:25:55.730 --> 00:26:00.829
But definitely going back to that value of acting with courage and challenging the status quo.

00:26:00.830 --> 00:26:11.809
We are hoping that other large chains like McDonald's, taco bell, other coffee shops, we'll kind of see this and say, okay, if Starbucks can, we got to get on this train to, you know, like let's, let's have a greener company.

00:26:12.109 --> 00:26:13.190
And expanding on that.

00:26:13.191 --> 00:26:22.519
Every new store that we opened, we really try to use like recycled materials and reclaimed wood and we have led lighting, uh, just really trying to do our part.

00:26:23.029 --> 00:26:25.549
Like I said, with the environment we're trying to lead by example.

00:26:25.550 --> 00:26:30.769
We are hoping that other retailers will see what we're doing and see that it works and kind of follow suit.

00:26:30.769 --> 00:26:33.589
You know, our napkins are recycled, our sleeves are recycled.

00:26:34.160 --> 00:26:38.000
We're working on a new sustainable cup, like the paper cup, the hot paper cup.

00:26:38.450 --> 00:26:42.170
That hot beverage has come in and it's actually a world challenge that we've done.

00:26:42.171 --> 00:26:52.049
So we are working with other companies, not just in the U S but across the world on how you know who's going to build the next sustainable cup that can be recycled and completely broken down.

00:26:52.710 --> 00:26:54.299
So it's, it's exciting stuff.

00:26:54.329 --> 00:26:55.680
It's really cool to hear.

00:26:55.859 --> 00:26:57.509
Our CEO is going after it.

00:26:57.510 --> 00:27:00.119
So he Kevin Johnson is our new CEO.

00:27:00.121 --> 00:27:03.720
Howard Schultz stepped away and he has a grandson, Cameron, who's five.

00:27:04.170 --> 00:27:07.200
And Cameron came up to him, I don't know, six months to a year ago.

00:27:07.201 --> 00:27:10.890
He told this story a while back and it was the Lorax story.

00:27:10.891 --> 00:27:15.390
The doctor sees Laura with the trees and he's like, grandpa, grandpa, let's read this.

00:27:15.390 --> 00:27:15.690
You know?

00:27:15.691 --> 00:27:17.309
And he was like, Oh, what is this book about?

00:27:17.310 --> 00:27:21.180
And you said, well, it's the Lorax and speak for the trees because the trees can't speak for themselves.

00:27:21.569 --> 00:27:24.900
And so we read this book with his grandson and he was just completely inspired.

00:27:24.901 --> 00:27:29.910
Like, how can we not only minimize our footprint, but actually reverse it?

00:27:30.059 --> 00:27:34.140
Like, what can Starbucks do with, it's, it's, what's the word I'm looking for?

00:27:34.141 --> 00:27:38.220
Like it's um, popularity, like just everyone knows who we are.

00:27:38.221 --> 00:27:46.500
We have so many resources, just lots of forward thinking and so he is actually trying to go after like how can we be better for the environment?

00:27:46.500 --> 00:27:52.109
How can we turn this around and how can we inspire other retailers to be successful in this as well.

00:27:53.690 --> 00:28:00.589
I love that Starbucks is leading the way on that because Starbucks is, it's when you say the word, everybody knows what it means.

00:28:00.590 --> 00:28:05.150
My mother, again, who had never gone to one in her whole life, she knew exactly what it was.

00:28:05.180 --> 00:28:05.630
Right.

00:28:05.990 --> 00:28:11.259
And you don't even advertise, you don't have like com or you do have commercials you don't have,

00:28:11.740 --> 00:28:18.519