A Sip of Starbucks Reality is a suggested exercise to extend the value of this opening case. Given Starbucks’ aggressive expansion, it is highly likely that your learners may actually go into one of their stores on their way to your classes and/or to work. Thus, why leave it at reading about them? Have your learners go see for themselves.

a. Ask your learners to plan to stop for a few minutes at their nearest Starbucks and witness the baristas’ “dance.” Suggest, if possible, that they arrive at a busier time of day, to see this teamwork under pressure. 

b. It is called A Sip of Starbucks Reality, for this is just a spot check, a “sip” of time to take a small sample of what actually goes on in real time at one of those 16,000+ locations. 

c. These baristas are the service “team to beat” in that industry. Are they allowed to produce anything less than “legendary” high customer value in those moments of service?

They may witness and diagnose some team dysfunction. Alternatively, they may find the shop in good health. Either way, they will have actually experienced strategic organizational behavior. They may now discuss the written claims by comparing notes on each other’s “sips of Starbucks reality.”