Day Two at LE25 Changes the Game

I just came out of a general session at our Leadership Experience, and I’ve got to say — it hit home in a big way. 

This session brought me back to the heart of the “Back to Starbucks” movement. Hearing Howard Schultz and Brian Niccol speak reminded me why we do what we do. It’s not about selling coffee. It’s about creating connection. That’s what makes this leadership experience different from anything else I’ve experienced. We’re not just talking about strategy. We’re talking about soul. 

Howard talked about exceeding expectations not only for customers, but for our partners first. That’s the kind of leadership that sticks. When we invest in our people, they turn around and create unforgettable moments for our customers. That’s how we reclaim our brand — no gimmicks, just purpose. 

Brian’s vision of ‘two chairs’ — one for the partner and one for the customer — perfectly aligns with our mission. We’re not just in the coffee business. We’re in the people business. And when those two worlds collide with intention, the impact is powerful. 

When Mike Grams talked about Green Apron Service today, I took away the importance of making connections personable while being able to show up and be who you truly are; focusing on customers through every channel while making our role as leaders more simplified to make it easier to service our customers. Partners and customers are at the forefront of our mind with decision-making, which leads to consistency with customers every day in every store. Doing the right thing for the customers through doing the right thing for our partners, which finally leads to connecting with our customers in ways that will keep them coming back. Hospitality truly is green apron service.  

Then came Will Guidara, who reframed everything with one simple idea: “Generosity given is generosity received.” As a store manager, that resonated with me. Every touchpoint matters. Every moment is a chance to be generous, to be intentional, to build something lasting.

As LE25 comes to a close, perhaps Howard said it best: “Hospitality is about being creative and intentional in the pursuit of continuous relationships.” That’s what this experience is about. It’s not just a conference — it’s a call to lead differently.

And that’s what makes this leadership investment industry-leading. It’s not just about what we learn — it’s about how we live it, every day, in every store, with every partner and customer.