What I learned about leading with care at Starbucks

By Edith C., coffeehouse leader

I joined Starbucks almost five years ago not only because of my love for coffee but because I loved everything the company stood for, like the mission of caring for our partners who take care of our customers. I knew that a company that understands the significance of caring for their people truly can help unlock their potential.

Happy partners and happy customers help build community. What we call our “third place,” a place where our customers love to spend time away from their homes and their jobs. All this plays a collective role in also leading us to strive for results to continue to grow for one another. 

Another reason I love Starbucks is because everything we do, we do as a team. When one of us wins we all win and this is such a lived experience in my district. We have established a team that truly supports and roots for one another. I couldn’t be any prouder of all our coffeehouse leaders and partners for reaching to be the #1 district in our region. I’m in awe!

We wouldn’t be able to do this work without amazing leaders that inspire us to lead alongside them. They not only lead us, but they make us feel seen. To them we’re not only coffeehouse leaders but we’re also people who are going through life and hardships, and they show up with genuine care, empathy and intentionality. 

Turning Care into Results

When I first came into my role as a coffeehouse leader, my coffeehouse was not at the top of our metrics, especially when it came to our customer connections. In fact, we had the second lowest score in our district.

I was determined to do everything I could do to step in as a leader and elevate the partner experience to support the customer experience. I learn that not only is it important to model dedication to our customers, but also that it was important to bring my team along in that work. 

My district manager was key in helping me unlock different areas of my leadership approach. He’s always been on the sideline rooting for me and I appreciate him for the trust that he’s instilled in me. Also, my coffeehouse leaders that helped me get through my toughest days have always been there through my journey, believing one day my coffeehouse would reach number one. 

And guess what? 

My team and I did!

Before I left for maternity leave, we had become one of the top two stores in our district. More importantly, we strengthened our teamwork and commitment to our customers. By leading through our values, having honest conversations about opportunities in our store and building our capabilities, we elevated the customer experience and delivered results. But it was never just about meeting a metric. When we truly connect with our customers, that connection means far more than a number on a dashboard.

In the days right before I went on maternity leave, customers would ask for me just so they could tell me goodbye and offer their best wishes. That to me was so meaningful because my presence there was significant enough for them to take time out of their day to show up for me. That was a highlight of my journey here at Starbucks. My team and I had built a community around us that truly cared for us.

Returning with Renewed Purpose

When I came back from maternity leave it was bittersweet leaving my baby girl. At first, I was emotional and sad, but it was quickly overridden by the joy I experienced being able to finally be back to reconnect with my partners and customers. Being gone six months had felt like a lifetime.

When I returned, little did I know that all that resilience I had built would help me for the changes at Starbucks. While I was out, Green Apron Service had launched, and I knew I had a lot to catch up on. I was ready. I came back more determined, and confident in the work and team that I had already established, and I knew we would deliver our best results yet. 

And we did! 

Leading with Perseverance and Joy

If there’s one thing I wish for everyone to understand from my story, it’s to always stay true to yourself, and in everything you do lead through good intentions. Lead with grace and positivity through any challenge you might be facing, and don’t lose sight of experiencing joy in everything you do. It is with that passion and drive that will help you succeed.

My personal purpose has always been to be positive and inspire others to see the world that way. There is constant change happening in our personal lives, in our jobs, in our world. What makes it easier to get through it all is the way we view things constantly changing around us.

I’m grateful for everyone who helped me realize that Starbucks was the place for me.