It's hard to imagine anyone in the US (and a good part of the world) is unfamiliar with Starbucks. I'd even bet that most of the clinicians reading this have spent more than a few minutes in a Starbucks. Chances are excellent that you have had your own "Starbucks Experience".

The Starbucks Experience 5 Principles for Turning Ordinary into Extraordinary (2007, Joseph A. Mitchelli, Ph.D) discusses the principles that Starbucks empowered their "partners" (i.e., employees) with. These principals are simple and yet have had a profound effect on the success of Starbucks. And what's great about them is that you can apply any or all of these principals to your own practice and create a remarkable experience for your own patients and clients.

So what are these principals and how can you use them?

1. Make it Your Own. This principal encourages employees to be engaged in their work. One of the ways they do this is by giving them a structure that allows them to "inspire customers in a legendary way". This structure is call the "5 Ways of Being" and includes be welcoming, be genuine, be considerate, be knowledgeable and be involved. Questions to ask: How well are patients welcomed into your practice? Are they treated with respect? Do they know you really care?

2. Everything Matters. That means all the little details in your business. The environment and atmosphere, the quality of your own "product", the people who are working there. Everything. Questions to ask: What are some of the details in your business and practice that need attention?
3. Surprise and Delight. Think about the "prize inside" the Cracker Jack box. While customers (and patients), what consistency, just about everyone wants to be surprised and delighted. Questions to ask: What are some ways you can surprise your patients? Do you acknowledge their birthdays or anniversaries (not just a wedding, but even their anniversary of becoming your patient? What about surprising and delighting a co-worker or staff member?
4. Embrace Resistance. Every business gets feedback from their customers. At Starbucks, they embrace it and try to correct the situation. In order to grow, you must embrace the resistance. Questions to ask: How do you and your staff respond to criticism and complaints? Do you view them as an opportunity to strengthen your relationship with your patient and to improve your practice? What are your "missed" opportunities?
5. Leave Your Mark. This I think is integral to what each of us is about. It's about making a difference in the world, about being socially responsible, being involved in our communities. Clinicians as a group are involved, we are socially aware. We went into this work to make a difference in the lives of our patients. Questions to ask: Questions to ask: How is your business and practice conveying your social consciousness to your patients? How involved are you in your local community, and the community at large? Are your patients aware of this?

©2011, Barbara Phillips, NP All Rights Reserved.

Questions? Comments? Feedback?