• The Consumerist , Thursday, May 10, 2012 9:21 AM

Most Starbucks consumers use Starbucks lingo. A leadership expert says that this is no coincidence. "Starbucks had a problem when it first got started in that customers were coming up and using their own vocabulary and taking their own time to order a drink," says Anne Morriss, author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business, in an interview with the Harvard Business Review. "Very quickly, this process was eroding the service experience because the lines were getting longer." The video interview is at the jump.

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