COMMENTARY: Coffee shop leadership

  • Published
  • By Col. David Cox, 100th Air Refueling Wing vice commander
RAF MILDENHALL, England --  As I started my last morning at RAF Mildenhall, I stopped by the Daily Grind Coffee Shop for a coffee. Liz, the barista, promptly greeted me by name with a venti cup in hand, asking if I would like my usual order. As I was getting ready to pay, she asked the infamous question - "Would you like an extra shot?" As I enjoyed my extra-shot latte I thought about how many leadership lessons could be learned from this simple coffee shop encounter.

First, greeting people by name provides a direct connection that says, "I care enough to know who you are." As I left the Bob Hope Community Center, Maj. Mark Berthelotte also greeted me by name to wish me well in my new assignment at Scott Air Force Base, Ill. Later in the day, I drove up to the south-side gate and was once again greeted by name this time by Airman 1st Class Jacob Myers, one of the many outstanding 100th Security Forces Squadron defenders. He asked me about my upcoming move and wished me well.

Pride in what you do is the second coffee shop lesson. Liz takes great pride in knowing her customers and what types of drinks they enjoy. She sees it as her mission to provide great service and pour the best cup of coffee possible. Myers, also demonstrated great pride in his duty and provided an outstanding post brief.

Offering or giving people an "extra shot" is the final coffee shop lesson. Liz could have easily rung up the basic order, but knowing that I occasionally appreciate a little boost, offered the extra shot. As you get to know the people around you, you will be able to see their needs and offer help. Later as I was carrying some large packages into the post office, Master Sgt. Johnson stopped and offered to help me. He had places to go, but he took a moment and offered me a much-appreciated "extra shot" of help.

Everyone who is part of Team Mildenhall and whose path I crossed all had great attitudes. Whether it was a friendly smile, a cheerful wave, a salute from across the parking lot or a warm hello, their attitudes changed the course of my day. Liz, Myers, Berthelotte and Johnson all demonstrated fantastic attitudes and contributed to making my last day a positive memory of RAF Mildenhall.

As Sharon and I PCS, we will never forget our time here nor the people. This has truly been the best assignment we have ever had in our more than 25 years in the U.S. Air Force. I believe that leadership lessons from the coffee shop encounter are part of the characteristics that make RAF Mildenhall such a extraordinary base. Cheers and thank you for the fond memories!