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It's Not About the Latte
- As a teen, Julia Hartz worked at a coffee shop where a woman yelled at her daily about the coffee.
- Hartz realized the woman's complaints weren't about the latte but a need for connection.
Dig Deeper
- Don't take customer feedback at face value; understand their underlying needs.
- Look beyond the surface complaint; what the customer says may not be what they actually mean.
Friends Set Experience
- Julia Hartz's first job was on the set of Friends, where she managed the set phone.
- This experience taught her to handle demanding people and respond quickly under pressure.