The Coconut Corner

A multi- generational Hawaiian business
that understands the power of the 4 Ps

“You’ll never have a product or price advantage again. They can be too easily duplicated.
But a strong customer service culture cannot be copied.”

– Jerry Fritz

In 2002 a colleague working at Amazon (which was a just a bookseller at this time) called to tell me about a business that deserved my attention and a trip to Seattle. I had just had finished writing, promoting, and traveling to speak about my first two books focusing on organizational culture and fun at work. Charles Decker knew that I was on the hunt for healthy, happy, well run, and successful businesses to learn from and to share their magic with others.

On his way to work each day, he passed dozens of coffee shops and always paused to get his coffee from a coffee stand, where the line was long, people waited outside (rain or shine) cheerfully to be greeted by name and have their favorite coffee elixir prepared by a friendly barista or even by the owner himself.

With coffee booming in Seattle and options galore, this original coffee cart (the first in Seattle) was the hub of the best coffee, best service, and favorite customers. Charles encouraged me to visit and find out what made them different, better, and successful. I couldn’t resist the opportunity to witness good leadership, management, engagement, and customer service while drinking coffee in a town that I love.

I made my arrangements, talked the owners into an interview, and planned for a few days of exploration, observation, and fun. I did not know what I was to discover.

My days turned into a week as I wanted to interview all of the employees, former employees, and customers; and spend time just watching. In those days I was to learn about coffee, Seattle, and the secret to great relationships and good business.

I did not know that a book would result from the adventure but the recipe for success in work and life just jumped out and grabbed me and Charles, making it impossible not to tell the story. We wrote a business fable, changed the name of the business, and the owners per their request (humility is part of their approach to work, life, and relationship) and off we were running with a new book.

I have enjoyed my time telling the story and the lessons of this little coffee counter that contributed to the coffee culture started in Seattle. The sharing of the story has taken me around the world, and I have formed coffee friends in Spain, Ethiopia, Scandinavia, and South America.

I love to share the story but love even more to find businesses large and small that know the secrets of success, as well. I have made a career out of discovering good people, good business, great product, and relationships everywhere I travel.

During my December holiday to the Island of Kauai, I enjoyed the laid back attitude, sunshine, daily rain shower, scenery, and an abundance of service relationships. Both Allen (with whom I am traveling) and I constantly remark about the friendliness and deep connection everyone makes with you.

So, to stand out in this already service culture is a real feat. But I have to sing the praises of a small, multi-generational business called The Coconut Corner in Waimea.

We stopped for a smoothie on Christmas Day — they were the only place open. We enjoyed a Thai meal, a coconut smoothie, and purchased fresh fruit to take with us. There was a line but it moved quickly. The young woman behind the counter was fast, efficient, friendly, and funny. She knew people by name, made great recommendations (don’t miss the lumpia – apple and bananas wrapped in rice paper and deep fried). It made our Christmas Day memorable.

Later, when we found ourselves on the same road on our way to tour the Waimea Canyon, we had to stop for a smoothie. Samantha (the young woman behind the counter, a family member who was home on Christmas vacation from college) remembered me instantly, smiled at my order of another coconut smoothie, two orders of lumpia, and the most delicious dried fruits purchased as gifts. We exchanged well-wishes and I couldn’t stop myself from asking about the business.

Samantha is a senior at University majoring in Business Management so that she can work and continue the tradition of her family business. I watched her converse in a different language to her ‘Aunties’ preparing the food and the customers with ease and enthusiasm. Though she had worked over twelve hours on Christmas Day, three days later she was still greeting and providing service with her special sense of pride, ownership, and warmth.

Samantha and her family and the team at The Coconut Corner are a great example of ‘The 4 P’s of Business Success’. Passion – People – Make It Personal – and Product — the lessons I learned almost twenty years ago from a small coffee business in Seattle.

Samantha’s passion for fresh fruit and food and great service is contagious – bringing you back for more.

She knows the importance of relating to people and making it personal by using customer’s names, remembering their favorites, sharing in their life stories, and treating everyone she meets with respect and care.

She is good people, she comes from good people, and this business is in good hands going forward. And you cannot forget the importance of good product. (If the service is good but the product is not, then you may want to be a raving fan but find you cannot.) Everything is made fresh, upon request. This creates a memorable impression, which is deepened by the fun of meeting Samantha and her family. The customers sitting around enjoying their coconut drinks and meal are so happy you will likely start a conversation with them too!

The last lesson that I learned from the Seattle coffee shop and witnessed at The Coconut Corner was that all things should be done ‘Through the Eye of Intention.’ I would have happily recruited Samantha as a candidate for one of my clients if she had aspiration for working on the mainland; she did not. She was majoring in Business Management because she was clear on her intention to come back and see that the family business succeeded into another generation.

Samantha is bringing her unique self to the business while maintaining the traditional food and its service orientation. She knows that you don’t need to be big to be an influence in the local economy or the lives of others.

It was a treat to meet, greet, and eat at The Coconut Corners in Waimea, Kauai!

What is your passion? How does it show up at work?

Are you bringing your best self to work each day? Do you create the environment and relationships to bring the best out in others too?

How do you connect with your co-workers, customers and vendors for making for a deep, respectful relationship that lasts?

What systems, strategies and structures do you have in place to ensure quality and continuous product/service improvement?

What is intention for yourself, your work and your relationship are you going to pursue in the New Year?

“Satisfaction is a rating. Loyalty is a brand.”

– Shep Hyken