How Starbucks Saved My Life is part memoir/part publicity piece. Author Michael Gates Gill effectively describes his transition from former ad agency creative director to hourly employee serving coffee and cleaning restrooms. He provides just the right amount of information on his wealthy upbringing and how his family's wealth gave him a head start on the success that he achieved during the majority of his adult career. I believe that given his background the way he embraced his new low-profile life in his 60s was commendable, especially considering how much our society values money, power and youth. For me, this was the most positive aspect of the book.
The portions I questioned were his devotion to Starbucks and his statements on the customer service most employees were trained to provide. I think highly of Starbucks. I have Starbucks mugs, thermoses and even a bear. Also, I was a regular at two of my hometown locations. Most employees I encountered provided service that ranged from acceptable to good. However, I saw few employees who provided the superior service Gill described. I've visited multiple locations in several states and can name only one employee who went beyond an enthusiastic greeting and calling out the drink order with gusto. (Thanks to Lori at the now-defunct Precedent store for knowing her customers and inquiring about their lives). I also can recall only one location (in Hotlanta) that had a predominantly black staff. I remember when entering I felt like I was visiting another planet. That is how rare of an occurrence it was for me. Perhaps, the remainder of the company's black baristas are in the section of NYC, where Gill worked.
Overall though, I enjoyed this book and as I finished the last page I wondered if the author ever had the medical procedure that he kept delaying. Since there is a rumor that a movie will be made based on his story, maybe Gill is saving that detail for the big screen.
2 comments:
I am glad to see that you enjoyed the book. I didn't think that you were going to read it. I feel that my assessment was fairly similar to yours. I am not the connoisseur of Starbucks that you are but, I haven't felt any of the Utopian feel that he described in the book either.
BTW...are you going to use the bookreads.com website. It is fun to see what our friends are reading and their thoughts on the books.
Um, as a regular at Starbucks, I can tell you that I've had several baristas that went above and beyond. I've even blogged about it. I think that's the key. If you're a regular, you're going to feel the utopia. If you're not, well, it's difficult to get that feeling if you walk in once a month and expect the baristas to know your likes and dislikes and be able to provide customer service above and beyond getting your drink correct.
When I go into "my" Starbucks, even if it's been weeks, the baristas know my name, ask about school, have my drink ready when I'm done paying...etc etc. It really is a brief highlight to the morning.... But then, I've spent a significant amount of my disposable income there. I guess I've put in the time :-)
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