I think we all agree that Starbucks has done many things right, but a recent experience demonstrated how even great companies need to make sure their fundamentals are right, particularly with the recent down turn in the economy and people being more particular where they spend their dollars.

Since I don’t have a traditional office, I often meet people for coffee rather than in a boardroom or office. I was meeting with a prospective client in a Starbucks and my experience demonstrated their need to ensure their culture is being broadly and accurately communicated.

We have all read how Starbucks developed The Green Apron to communicate their principles – even making them available to any customer that asks. On more than 1 occassion I have actually gone to the counter and asked for a copy and shared it with my guest to demonstrate this story and to show them a well written set of principles.

So imagine my surprise when I recently asked for a copy and was told it was for employees only. I indicated that Starbucks has publicly stated they were available to anyone and suggested they might want to check with their manager. They told me the manager was in the store and they went to check.

When they returned, I was told they would get me one — however I was asked where I worked and why I wanted one. At this point I ended the conversation and returned to my table empty-handed. So much for freely sharing their principles.

Additionally, I left with a revised opinion of Starbucks and my guest had a great real life story about the importance of communicating your values throughout the organization. It also demonstrated a real issue with the on-boarding of this location. It is relatively new (less than 6 months old) in a new super-centre. One has to wonder whether there have been cuts in the start-up process to save money and this is one of the results.

I have written about a companies most valuable assets (your customers) before – if you are not providing support to the people who manage these assets, you are on a dangerous and slippery slope. This is not the time to be making cuts in the important area of customer care.

Something to think about.

Cheers