Starbucks barista, Sun Min Kimes
Photo: Fortune/CNNMoney.com
A Starbucks barista from Ashburn, Virginia gave Howard Schultz business advice via a guest post on CNNMoney.com. It’s part of a blog series called “Postcards” by Fortune editor at large Patricia Sellers. With the current business challenges Starbucks has been facing, perhaps the insight of a frontline employee is just what the company needs.
Sun Min Kimes needed a part-time job after she returned from her native country, South Korea. She applied for a barista position at her neighborhood Starbucks and, now, two years later she is addressing Howard Schultz in on open letter on the worldwide web.
Her passion for the company is evident. She talks about creating her own “homemade notebook of Starbucks recipes” that she studied every night, because English is her second language. She shares stories of the regular customers who touched her life and became her friends. She stays up-to-date on the latest Starbucks news and understands that the company “has been going through tough times.”
Sun’s recommendations are sensible and simple…from needing more baristas on the floor and dedicating one register to drip coffee during the morning rush to reducing the merchandise on the shelves and revisiting the use of television advertising. She even questions the 15th Ave Coffee & Tea concept underway in Seattle.
To an experienced business owner or MBA, her suggestions may seem elementary or naïve. She doesn’t propose a complicated business strategy or pepper her letter with Starbucks jargon or corporate speak, but her advice is refreshing, truthful and honest. And most importantly, it comes from the perspective of the barista. The barista, who works the morning rush, tries to provide legendary service and represents the face of the company.
Sun didn’t write this letter to Howard in order to secure a quarterly bonus or a half a million-dollar salary. She wrote it because she cares for the partners, the customers and the brand. She concludes her letter with a final thought,
These are pretty small ideas, and they are coming from someone who hasn’t been at Starbucks for that long. But even in my short time, I’ve become invested in the company. I love how it fosters diversity by bringing together people from different countries and walks of life. After I left my native country for the second time, Starbucks gave me a community, I hope you can keep it thriving.”
And as Patricia Sellers introduced the guest post…“We hope Howard Schultz reads it.”
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Comments
Cindy,
As a current partner I agree that its great to see someone with passion for what she does. Its refreshing. On the other hand its really frustrating to see someone make numerous suggestions that have already been implemented and are there as a resource. ie: "communicating with parnters" - it's called the portal. "more samples" - i get samples every time i go into a Starbucks. Clearly her store needs to learn how to execute fundamentals. "frequent visitors" - its called the Gold card.
mystarbucksidea.com - a huge database of customer ideas.
Its surprising that this would get so much press with so many inaccuracies.
Frank - you are correct. Everything you mentioned does already exist. So the question is why don't the baristas know more about it? Obviously, she is a passionate partner. Where's the breakdown in communications and/or implementation?
Also, are you a corporate partner or a barista? It's much easier to get info as a corporate partner. And if you are a barista, what are some of the best practices your store could share with others?
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