Leaders Need to Walk the Halls

Visiting Employees in the Field

#69 Walk the Halls

Howard Behar, the secret weapon of Starbucks, tells leaders to “walk the halls.” Howard, former President of Starbucks North America and Starbucks International, played an instrumental role in growing Starbucks then came out of retirement to help turn Starbucks around when it went off course. “Walk the Halls” is similar to “Management by Wandering Around,” or “MBWA,” a term coined by Tom Peters and Robert Waterman in their book In Search of Excellence. Walking the Halls is all about getting out of your office, getting to know the people you are responsible for leading and listening to them.

This is the sixty-ninth post in our series entitled “100 Ways to Connect.” The series highlights language, attitudes and behaviors that help you connect with others. Although the language, attitudes and behaviors focus on application in the workplace, you will see that they also apply to your relationships at home and in the community.

To Connect, be a Servant Leader

Starbucks Logo#23 Adopt a “Servant Leadership” Mindset

Here is a powerful truth:  To serve is to connect. This is the notion behind servant leadership. “Servant leaders” connect with the people they lead because they view themselves as serving the people to help them better serve the organization’s mission.

When Starbucks CEO Howard Schultz was struggling to make Starbucks successful as it expanded outside of Seattle, he hired Howard Behar to be the president of Starbucks North America.  Behar moved to Chicago, the first big city Starbucks expanded into, and he went store-to-store getting to know the people and teaching them how to connect with one another and with customers. That was an inflection point in Starbucks’ history. After spectacular growth in North America, Schultz made Behar the first president of Starbucks International and Behar led Starbuck’s international expansion. To learn more, read Howard Behar’s great book, It’s Not About the Coffee. (By the way, Howard Behar went on to become the chairman of the Greenleaf Center for Servant Leadership.)

This is the twenty-third post in our series entitled “100 Ways to Connect.” The series highlights language, attitudes and behaviors that help you connect with others. Although the language, attitudes and behaviors focus on application in the workplace, you will see that they also apply to your relationships at home and in the community.

The Heart of Starbucks’ CEO

A leader I know and much admire is Howard Behar, the former president of Starbucks North America and Starbucks International. Howard tells about the time 14 years ago this month when he received a call in the middle of the night at his home in Seattle alerting him that three Starbucks employees at the Georgetown store in Washington, D.C. had been shot and killed, including an 18-year who had just recently begun at Starbucks, his first job.   Behar immediately called Howard Schultz, Starbucks’ CEO, who was in New York on vacation at the time.

What Schultz didn’t do, says a lot about his character.  He didn’t call Starbucks’ public relations people or lawyers.  Instead, Schultz chartered a plane and headed straight to Washington, D.C.  When he arrived, he spoke with the police then proceeded to the store to get the addresses of the three murdered Starbucks employees. He went to each of their homes, told their families he was sorry and shared in their tears.

Overcoming Leadership Myopia

Howard Behar and Michael Lee Stallard

American leaders need to wake up and smell the coffee. Research from two well-respected organizations makes it clear that we have a big collective blind spot that’s dragging down productivity, innovation and economic performance. Earlier this year, a Conference Board research report showed that job satisfaction is at the lowest level since the organization began measuring it more than 20 years ago. The report went on to show this has been a long-term downward trend rather than a temporary decline due to the Great Recession.

Another well-respected organization, the Corporate Executive Board, came out with a research report last year that showed 90 percent of employees are either not aligned with organizational goals or not engaged and giving their best efforts. It’s nearly impossible to pull out of difficult economic seasons when nine out of ten employees are just showing up for the paycheck. We need everyone to pull together in the same direction to lift us out of this slump. What can be done?

Leadership Wisdom: Howard Behar


One of my favorite business books is Howard Behar’s It’s Not About the Coffee. Behar is the former president of Starbucks International and Starbucks North America. On March 24-25 I’ll be moderating a session at the Conference Board’s Customer Experience Management Conference in New York City where Howard will be speaking. You can learn more about the conference at this link. And be sure to check out the above webcast I hosted with Howard.

New Webcasts: Servant Leaders, Lonely Leaders and Networking Leaders

In my experience as a leader, a board member and an advisor to leaders, I’ve learned that all great leaders are “servant leaders,” a term first used by Robert Greenleaf in his influential essay “The Servant as Leader.”  Recently, I hosted several webcasts on the leadership and employee engagement channel at Brighttalk.com that have a link to the servant leadership theme.  

Howard Behar, the inspiring and wise former president of Starbucks International, spoke with me about his experiences as a leader and his outstanding book entitled It’s Not About the Coffee.  I loved this book.