Let’s start by getting one thing straight: the above photo is a piece o’ stock photography I ripped off of the interweb. Anyone in their right mind knows that the first step in drinking a cup of Starbucks is to line it up: the mermaid on the cup sleeve goes over the mermaid on the cup, and the hole in the lid is centered right above the “b” in Starbucks.
Whew. OCD Danny feels better now.
I’m somewhat of a Starbucks fan. I drop by 1-2 times per week, and most of the time my order is of the hot variety. I need the aforementioned cup, sleeve, and lid to keep the sloshes at bay and make sure my coffee stays either in my cup or in my mouth.
And Starbucks is no slouch on their packaging materials. They provide all of the above in copious quantities, including the nifty little “splash stick” in case you’re taking a coffee to a friend or want to keep your order hotter longer.
The only problem is, roughly one out of every four Starbucks lids fails me. There I am, taking a swig of my grande blonde roast, one Splenda and a dash of cream, when a tiny rivulet of coffee escapes from underneath the plastic dome and dribbles down the side of the cup, or worse…on my shirt or pants. It’s not that I missed my mouth (fat chance of that); it’s not that I didn’t properly attach the lid. It’s that the lid and cup don’t quite match up in the “hermetically sealed” arena.
I have no doubt that Starbucks is a quality company (nearly $15 billion in net revenues last year). I have no doubt they put out quality products and provide a quality experience. But I fail to recognize any of that when I’m forced to wear the remnants of my blonde roast on my shirt for a 9 AM meeting. At that moment, I don’t want to drink a beverage from a billion dollar company; I just want a lid that works.
What’s the “leaky lid” in your ministry? Sure, you can put a sizable chunk of your budget into crafting a quality experience. You can hire the most talented leaders and recruit the most gifted volunteers. You can shuck and jive with the best of them when it comes to playing the numbers game. But one wayward drip can lessen the impact:
- Maybe it’s a reputation for not returning emails.
- Perhaps it’s a volunteer who’s a little on the brash side.
- It could be a facility that’s in poor condition or a strategy that’s outdated or a system that’s broken.
Whatever your leaky lid, that tends to be the things people focus on, whether you want them to or not. How can you plug a leak today?
Special thanks to Jason Gaston for the post idea.