Flashback Friday: The Power of Observation
A few weeks ago the Franks crew made a stop at a Starbucks. I love Starbucks like fundamentalists love denim jumpers. They are all about customizing the experience for the customer and delivering the element of “surprise and delight” as Joseph Michelli mentions in his bestseller The Starbucks Experience. Our visit that day illustrated that point well.
As my 14 year old Jacob was waiting on his drink, the barista behind the counter took a glance at his baseball jacket. As he walked away from the cash register, he casually said, “Second baseman, right?”
Both Jacob and I were stunned that he nailed Jacob’s position, so much so that all Jacob could stutter was, “Um…uh…yessir.”
We basked in that moment until he came back with the drink, when he said, “So aren’t you going to ask me how I knew?”
I jumped in, “Well if he won’t, I will. How could you tell?”
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