33voices interviews Joseph Michelli, author of Leading the Starbucks Way.
Secrets of the Extraordinary
When your Job is to hang around people who create amazing experiences each day, your own life truly becomes extraordinary. Joe Michelli has spent a lifetime decoding the secrets of The Ritz Carlton, Starbucks, UCLA Health System and Zappos, just to name a few. As I flip through any of Joe’s books, it’s clear that there are very specific strategies and tactics that enable the shift from service to experience; but it all starts with committed leadership.
Joe’s latest book, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience From UCLA Health System, gives us a glimpse of what’s possible in healthcare. I was drawn to this book after a less than an impressive experience in the ER of a prominent San Diego Hospital. Having spent 6 hours there on evening, I left believing that the word ‘Care’ was not on the staff’s radar that evening. In a place where an emotional connection is essential; there was nothing personal.