Pour Your Heart Into It (47 page)

baristas: at Il Giornale, 87

in Italy, 50, 53, 59, 62

at Starbucks, 5–6, 59, 173, 194, 246, 249, 250–51, 262, 282, 286–87

Barnes, Brenda, 224

Bass, Barbara, 152

Bayview Projects, 4, 12–13, 15, 16, 18–19

Bean, Curt, 193

Bean Stock, 132, 133–37

Beatles, 334

Bedbury, Scott, 261–64, 284, 320

beer, 169, 226

Behar, Howard, 113, 154–60, 166, 175, 194, 196, 203–4, 207, 211, 226, 227, 244, 250, 278, 282

nonfat milk issue and, 166–69

Benaroya, Jack, 78–79, 144

Bennis, Warren, 202

benShea, Noah, 334–35

big business, 276, 277

Big Dig project, 264

Blending the Blues, 214

Blomquist, Peter, 294–95, 296, 300

Blue Note Blend, 210–13, 327

Blue Note Records, 210, 211, 212, 213

Blue Note II, 213

Bollier, David, 292

Boston, 192

Bowker, Gordon, 27–35, 40–42, 63

Il Giornale and, 66–67, 68

Starbucks sold by, 90–95, 99

Brazil, frosts in, 232, 235

Breck, Peter, 184

breve bars, 316

Brother’s Gourmet Coffee, 192

Brotman, Jeff, 148–49, 150, 154

Built to Last
(Collins and Porras), 140, 164, 332

Burma, 300

Business Week,
209

Café Allegro, 81–82, 84

caffè latte, 53, 59, 84, 167, 167

eggnog, 324–25

flavored syrup in, 164, 165, 169, 170

nonfat milk in, 166–69

California, 115–17

Camardese, Mike, 20

Campion, Dina, 206, 207, 209

Capital Resource Corp., 76, 77

Capitol Records, 211, 212, 213

cappuccino, 167

nonfat milk in, 166–69

CARE, 255, 294–97, 298, 300

Casey, Michael, 284

Chicago, 111–14, 115, 143, 149, 150, 243, 254

Christmas, 188, 318–27, 328–29

Clinton, Bill, 129–30, 292

Coca-Cola, 221

coffee, 249–50

arabica, 30, 34, 35, 249

aroma of, 252

artificially flavored, 164, 165, 170, 252

Blue Note blend, 213

canned supermarket, 32, 34–35, 235, 246, 247

consumption of, 76, 279, 331

dark-roasted, 27, 30, 34–35, 84

extract of, 216–20, 222, 226

freshness of, 117–18, 249

as growth industry, 76, 150

Guatemalan, 294, 296–99

prices of, 197, 232–42, 263, 296, 297

robusta, 30, 34

ruining of, 249

specialty, as industry, 76–77,114–15, 145–46, 165, 191–92, 279

Starbucks’ quality control and, 36, 171–75, 238–39, 242, 250, 259, 262, 268–69, 273

Starbucks’ stamps for types of, 308–9

water and, 249–50, 269

whole-bean supermarket, 165

Coffee Connection, The, 192–93, 208

coffee cups, 87, 253, 301, 302, 303–4

coffee drinks,
see
cold bottled

coffee drinks; espresso

drinks; icy blended drinks

Coffee Matters,
256, 296

coffee shops and espresso bars, 76, 77, 120, 121, 191–92, 278–79

competing with Starbucks, 165, 167, 172, 191–92, 259, 278, 279, 280, 311

in Italy, 50–53, 55, 58, 59, 62, 63, 67, 68

coffee workers, working

conditions of, 296–99

cold bottled coffee drinks, 221–24

Frappuccino, 224–25, 228, 258, 275, 331

Mazagran, 224

Coleridge, Samuel Taylor, 243

Collins, James C., 140, 164, 332

Computer City, 326

Conlon, Jerome, 264

Costco Wholesale, 148, 150

Craig, Bruce, 194

Cronk, Rick, 227

cups, 87, 253, 301, 302, 303–4

customers, 35–36, 48, 157–58, 250–51, 277

coffee price increases and, 237, 238, 239, 242

letters from, 251

mail-order, 115, 190, 191, 195, 196–97, 257

requests and comments from,157–58, 164–71, 206, 207, 211, 251

research on needs of, 264

reward system for, 256

and Starbucks brand reputation, 228–29, 243–66, 273, 277

Daubenspeck, Jani, 137

Day, Christine, 89, 103–4, 112, 288–89, 310

DiMaggio, Joe, 336

DiPeitro, David, 184

Doernbecher Children’s Hospital, 256

Donovan, Steve, 40–42

doppio macchiato, 100

doppios, 316

Double Black Stout, 226

Dreyer’s Grand Ice Cream, 226–27

Drucker, Peter, 54

Eades, Vincent, 268, 269, 271, 272, 273, 284

Eastin, Carol, 145

eggnog latte, 324–25

Einstein, Albert, 24

Elliott, Sharon, 283–85

employees,
see
Starbucks employees

Environmental Defense Fund, 304

environmental issues, 301–4

espresso bars,
see
coffee shops and espresso bars

espresso drinks:

as affordable luxury, 119

caffè latte,
see
caffè latte

doppio macchiato, 100

flavored syrups in, 164, 165, 169, 170

nonfat milk in, 166–69

see also
cold bottled coffee drinks; icy blended drinks

Essad, Georgette, 231

Ewing, Anne, 207, 209

Faema, 67–68

Farber, Bill, 16

Fields, Stuart, 194

Fisher, Robert, 184

Flamholtz, Eric, 161, 201–2

FlavorLock bags, 117–18

Foley, Craig, 149–50, 151, 183

Forrest Gump,
335–36

Fortune,
191, 241

Frappuccino, 196, 205–9, 224, 244, 265, 266, 327

bottled, 224–25, 228, 258, 275, 331

Garcia, Ted, 240, 268–69, 284

Garofalo, Janeane, 275

Gates, Bill, Sr., 92, 93

Georgia Coffee, 221, 222

Gersh, Gary, 212, 213

Gibbons, Peter, 329

Gloria Jean’s, 192, 248

Goethe, Johann Wolfgang von, 110

Goldberg, Dave, 211

Goodby, Silverstein & Partners, 263–64, 265–66

Gorlick, Harold, 75, 79

Gose, Myra, 309

granitas, 206

Great Good Place, The

(Oldenburg), 120

Green, Benny, 213

Greenburg, Scott, 62–63, 68–69, 70, 92, 99, 100

Green Sweeps, 302

Green Team, 302

Grossman, Linda, 25, 26, 27

Grove, Andy, 201, 216

Growing Pains
(Flamholtz), 202

Guatemala, 294, 296–99, 300

Gymboree, 325–26

Häagen Dazs, 227–28

Haas, Robert D., 179

Hammarplast, 22–23, 25

Harmon, Jim, 183

Hauck, Deborah Tipp, 60, 101, 289

health care benefits, 125–30, 283, 285

Heckler, Terry, 32–33, 107, 259, 308, 309

Hendrix, Buck, 195

Henkoff, Ronald, 241

Herndon, Wanda, 284, 285–86

Hewitt, Hap, 88

Honeycutt, Bradley, 133, 134

Hoop Dreams,
336

Horizon Airlines, 269

Hornell Anderson, 309

Hornstein, Harvey A., 205

Host Marriott, 173–74

Hot Java/Cool Jazz, 213–14

Howell, George, 192–93

ice cream, 169, 226–28, 258–59, 265

icy blended drinks, 169, 206

Frappuccino, 196, 205–9, 224, 244, 265, 266, 327

“If” (Kipling), 318

Il Giornale, 80–95, 112

Chicago market and, 111, 112

financing of, 67–79, 71, 91

first store of, 74, 86–87, 99–100, 124

formation of, 65–79

Italian styling of, 68, 87, 307

logo of, 88, 108

name of, 67, 106–7

Olsen and, 72, 74, 81–87, 88, 89, 90, 154

Schultz’s leaving of Starbucks to form, 63–64

second and third stores of, 89–90

Starbucks acquired by, 90–95

Starbucks’ investment in, 66, 67

Starbucks merged with, 104–5, 106–8, 307–8

values of, 80–81, 85–86

Italy, 49–53, 55, 62, 63

Il Giornale and, 67–68

Milan, 49–53, 58, 59, 67, 68

Verona, 52–53, 59, 68

Jacob the Baker
(benShea), 334–35

Japan, 243–44

Jaworski, Joe, 330

Jones, Timothy, 210, 211, 212, 213, 252

Kanter, Rosabeth Moss, 215

Kavanagh
(Longfellow), 65

Keller, Helen, 267

Kennedy, John F., 123

Kennedy, Robert F., 38

Kenny G, 64, 75, 191, 212, 255, 296

Kenya, 295, 296

Kern, Tim, 213, 222

Kerrigan, Jim, 128–29

Kipling, Rudyard, 318

Knight, Phil, 248, 262

landlords, 279–80

Lanza, Shelley, 284

Lawrence, Ron, 91, 103, 104–5, 141

Lawrence, T. E., 99

Lear, Norman, 292

Levi-Strauss, 298, 299

Levitan, Dan, 181, 182–83, 184

Little Prince, The

(Saint-Exupéry), 11

logos:

Il Giornale, 88, 108

Starbucks, 33, 108, 309

Longfellow, Henry Wadsworth, 65

Los Angeles, 116

Lowell, James Russell, 230

Lundvall, Bruce, 212, 213

McCartney, Paul, 334

McCurdy, Brooke, 311

McDonald’s, 304, 306, 310

McMartin, Scott, 213

mail-order catalogue, 115, 190, 191, 195, 196–97, 257

Maltz, Lawrence, 105, 154

Managerial Courage

(Hornstein), 205

Mangelsdorf, Mark, 224

Manhattan, 192, 213, 243, 312

Margolis, Carol, 69, 70

Margolis, Ron, 69–71

Massey, Wright, 312–13, 314, 315, 316

Mazagran, 224

Mecklenburg, Sue, 303, 304

Merlin, 330–31

Mervyn’s, 326

Milan, 49–53, 58, 59, 67, 68

milk, nonfat, 166–69

Millstone Coffee, 328