Customers don't always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren't enjoying it. Once they tasted ours and experienced what we call "the third place" ... a gathering place between home and work where they were treated with respect.. they found we were filling a need they didn't know they had.
Howard SchultzGood results is not an entitlement. It has to be earned and earned each individual working day via the lens of humility.
Howard SchultzThe hardest thing about being a leader is demonstrating or showing vulnerability. And that has a lot to do with trust.
Howard Schultz