Fort Drum Starbucks Manager Earns a Venti-size Quarterly Award

Heather Laudun’s move to store manager at the Fort Drum Starbucks got off to a challenging start as the COVID-19 pandemic struck around the time she began.

“It was literally my first year as a manager,” said Laudun, who worked for Starbucks from 2012 to 2018 and then returned in March 2020 to work at the Fort Drum store. “I started and there were all these new rules. It was a challenge.”

In Heather Laudun’s first year as manager of the Starbucks at Fort Drum, customer satisfaction increased by more than 20%.

Laudun was up for the challenge, and in the first quarter of 2021, Starbucks named her manager of the quarter for the Northeast region. The award “recognizes store leaders who have made significant contributions in all areas of their store’s management and operations, and who have demonstrated leadership qualities consistent with Starbucks culture and values.”

She was chosen from among 20 nominated managers and is now in the running for the Manager of the Year award for the Northeast region, which covers an area from Maine to Washington, D.C.

“We provide the military and their families with high quality coffee, delicious food and excellent customer service,” Laudun said. “We are happy to be such an important part of our customers’ day and we are proud to serve those who serve.”

Chad Mullins, food court manager at Fort Drum, said that since Laudun has become manager, she has increased customer satisfaction by more than 20%. And her willingness to help extends beyond Starbucks.

“She’s someone who’s going to give 110% every single time she comes in here,” Mullins said. “There’s no questions asked. If something needs to be done within her store – or within my food court – she’s always the first one to volunteer and say, ‘Hey, I gotcha.’”

Laudun said her team had a lot to do with her earning Manager of the Quarter.

“I focus on making things the best I can for my associates,” she said. “I think it starts from in the store.”