Marisa Pangaro has built a career in marketing, but her most unforgettable lesson in leadership came not from a boardroom but from behind a coffee counter. Her experience as a young barista in New York City shaped her understanding of what it truly means to lead. It wasn’t a grand strategy session or a corporate training program that taught her the value of empathy and emotional intelligence; it was a simple yet profound moment involving a cup of coffee, an iconic actress, and a manager who knew that leadership is about more than just results.
Marisa Pangaro recalls one particular morning at her NYC coffee shop job when Dame Helen Mirren walked in and ordered an unusual half-caf almond milk latte. As a new barista, Marisa was eager to impress but, in her determination, oversteamed the milk, making it undrinkable. When Dame Mirren politely asked for a redo, Marisa Pangaro felt devastated. Her shift-lead took over, and she spent the rest of the day riddled with self-doubt and frustration. However, her manager, instead of reprimanding her, took an entirely different approach. He stayed after hours with her, offering guidance on her latte art technique, reinforcing the idea that making mistakes was part of learning. At one point, he even poured an entire gallon of milk down the sink and told her, “I don’t care about the wasted milk, I care about making you feel comfortable to do your job.”
That moment changed everything for Marisa Pangaro. She realized that true leadership isn’t about pointing out mistakes; it’s about fostering an environment where people feel safe to grow, experiment, and improve. Fear and anxiety stifle performance, but confidence flourishes in an atmosphere of support. Marisa Pangaro took that lesson to heart, and it became a guiding principle in her career.
Leadership isn’t about wielding authority it’s about empowering others. The manager who helped Marisa Pangaro that day understood this deeply. He didn’t just teach her how to create perfect latte art; he taught her that leadership is about nurturing potential. By removing fear from the equation, he unlocked a level of skill and confidence in Marisa Pangaro that she didn’t even realize she had. The impact of that one act of encouragement carried forward into her future roles, proving that the smallest moments often hold the greatest lessons.
Marisa Pangaro eventually went on to work at one of the most prestigious coffee shops in Union Square, becoming a trainer for new employees. She made sure to extend the same grace and support to her trainees that her manager had once given her. She understood that the best leaders don’t just demand excellence they cultivate it by fostering an environment where people can thrive without fear of failure.
In today’s fast-paced professional world, many managers focus solely on output and efficiency. However, Marisa Pangaro’s story is a powerful reminder that leadership is just as much about emotional intelligence as it is about performance metrics. Employees who feel valued and supported don’t just perform better they develop a lasting loyalty to their leaders and their organizations.
The lesson Marisa Pangaro learned that day applies far beyond the coffee shop. Whether in the service industry, corporate world, or any leadership role, the ability to empathize, support, and inspire is what separates good managers from truly great leaders. When employees feel safe to take risks and learn from their mistakes, they are more likely to push their limits and innovate. The best leaders understand this and create an atmosphere where people feel encouraged to grow rather than fear failure.
Marisa Pangaro’s experience is a testament to the power of leading with empathy. A simple act of reassurance from her manager changed the trajectory of her career, instilling in her the confidence to develop her skills and take on leadership roles of her own. If more managers adopted this approach, workplaces would see more engaged, motivated, and high-performing employees.
Reflecting on her journey, Marisa Pangaro shares that leadership is not about exerting control but about lifting others up. Her experience underscores the importance of emotional intelligence, which is often overlooked in traditional leadership training. Technical skills can be taught, but the ability to inspire and support is what truly transforms teams and organizations.
Marisa Pangaro’s story resonates with anyone who has ever faced a moment of self-doubt in their career. It serves as a reminder that a leader’s impact is not measured by their ability to dictate but by their ability to empower. When employees feel seen, heard, and encouraged, their potential knows no bounds. And as Marisa Pangaro’s journey proves, sometimes the most profound lessons in leadership come from the most unexpected places.
Her experience raises an important question for all leaders: Are you fostering an environment where your team feels safe to grow, or are you inadvertently stifling their potential? Marisa Pangaro’s story challenges us all to rethink our approach to leadership, to value emotional intelligence as much as technical proficiency, and to remember that the greatest leaders are those who prioritize people above all else.
As professionals in any field, we can take inspiration from Marisa Pangaro’s journey and strive to create spaces where others feel encouraged to develop their talents. After all, the mark of a true leader is not just their own success but the success of those they uplift along the way.
