Part 3, When They Tell You to Focus, Don't Get Myopic and Lead With Your Heart Summary and Analysis

The Christmas season of 1995 is the worst holiday season ever experienced in Starbucks history. Bad weather keeps shoppers away from stores in many regions; traditional packaging is changed to a design that is not as acceptable to customers, both in design and size options; and the stores are stocked with expensive espresso machines instead of more affordable gift options. For the first time in Starbucks history, Howard gathers the Seattle team and shares his concerns rather than disguising his angst about not making the sales goals for the company.

Howard's honesty receives mixed reviews from employees and managers but he feels it is time for his role to transition from that of cheerleader...