Question for Starbucks employees: Do you feel obligated to acknowledge customers in non-work settings?

Do you feel obligated to turn on the "Starbucks charm" when you see a regular customer at the grocery store, on the street, at the gas station or some other place? Or do you just say to yourself, "Screw it, I'm off-duty so I'll just ignore him/her"? I recently passed a Starbucks barista on a downtown Chicago sidewalk and he gave me a full Starbucks-mode greeting -- like I was an old friend. It struck me a bit, well, odd.

Comments

[RC of strangeculture]

That's a great question...i feel the same wierdness when i run into the front desk girls i see when i work out at the YMCA.

--RC of strangeculture.blogspot.com

[Theolaxor]

I do, but I think its just by habit

[LB]

I don't think I feel "obligated". I think we honestly like most of our customers and as a result we hope you like us too. I think for me I am just a very chatty person in general. I talk to regulars on my breaks and sit down with them when I am done working or before my shift begins. For me it doesnt feel uncomfortable to just strike up a conversation with someone you see on a fairly regular basis. :-)

[JustABarista]

I'll greet the ones that I like and am pretty sure they like me as well. What I hate is the expectation of being "on" all the time. A LOT of our customers shop at the same grocery store and bookstore that I do, and it annoys me when customers expect me to recognize them and talk to them, even if they have only been in a few times. We see more than 1,000 custoemrs a day, give us a break.

[barockstar]

i think i agree with the lack of obligation... it seems natural to interact with someone outside of starbucks in the same manner you would inside...

however i swear alot more when i'm on my own time!
but still friendly as shit! :)

[Jon]

I'm with LB. It would feel weird NOT to greet customers in some way or another because we really do like you guys. It's just natural, but I don't feel obligated (as such) any more than with a coworker. Although in the case of the really obnoxious customers, I will acknowledge that have been known to avoid eye contact quietly off the job... they're a customer in the store or at the gas station, and I don't want to drive them away (permanently.) But that wouldn't motivate me to greet anyone enthusiastically, and I'm guessing most of my coworkers are the same way.

I told a customer today that the whole reason to be in the coffee business is the people. We have the best, most loyal, most friendly, most honest customers I've ever seen. No matter how bad my day is going otherwise, a few regulars can make it a lot better. :)

[James the Barista]

The werid part comes when you greet them and they give you a strange look. Its so funny to hear about the "Starbucks Charm", but its so true. The moment I take off that apron for breaks I am so tired and I loose all that charm...but the moment I'm on the floor or getting paid there it is. Thats not wrong to do, if your not paying me I can act however I want to right? I think so. As long as your not being an idiot or a jerk.

[hazardbliss]

I've actually become friends with several regulars from my bux, as well as have regulars find me on My Space [eek! personal space being invaded!!].. but when i see people on the streets, or whereever I normally akcnowledge them solely if I KNOW them fairly well [i.e. the every day customers who's names and drinks i ahve memorized].. theres this creepy guy that was sort of stalking me at my work I ran into a couple weeks ago at MY local grocery store and he acted like we were BEST friends, it creeped the hell out of me..

..but yeah, I normally acknowledge customers I see outside of work [its always fun to run into them at bars when we're both drinking too lol--happened mroe then a few times!]

[Newbiebarista]

I don't feel obligated, but I do greet them out of habbit. Heck the habbit hit me strong and fast. Within a week I was thanking the checkout girl at the drugstore profusely and telling her to have a great day with a huge grin on my face. I probably thank/great day 95% of the people I interact with each day because of Starbucks. My friends think I'm either on crack or brainwashed. It doesn't bother me, it's just kind of weird.... I even do it to my family sometimes.

[barista chica]

like newbiebarista, i've noticed myself thanking people and being friendlier with everyone, even people at the gas station, grocery store, wherever....but i've just noticed how much better i feel when people say nice things to me throughout the day, so why not share the love?!

[QC Latte]

Honestly, it has nothing to do with my job. I say hi to folks all the time. I say it when someone makes eye contact with me in the grocery store, regardless of is I pour them coffee (or beer, or whatever) at work.

Sure, if I know someone's name (as in a customer), I'll append that to the greeting. It's only polite, not a work obligation.

Of course, that's one of the benefits of living in a smaller place. I've only been here three years, but I've taken care of the same folks in both my jobs. And here in the rural midwest, people say hi to their neighbors when they pass them on the street.

In fact, it is more often my guests that greet me around town. I've had them honk at me at a traffic light, yell out my name in a crowded store, and look at me a bit odd when I walk in to the local bagel shop for breakfast (the invariable "what are you doing here?" is followed up with my "checking up on our regulars" standard comment.).

Do I do it because I work for Starbucks? No, but it helps that the company I work for doesn't mind my eccentricities.

I friend if mine who used to work as a Barista hated seeing customers outside of work. She would always complain that she spent all day serving, and cleaning up after people, and now that she's on her own time, they still wanted to monopolize her time when she was shopping, or just hanging out. When I see the Baristas that know me by name, I'll just nod and move on.

[416barista]

When I see customers outside, I say hi but not because I feel i have to turn on the charm, but because I would do it to anyone I recognized. There have been many situations where I run into a regular outside of work and can spend a few minutes talking to them because it's very different the talking to them from across the bar.

All that said, I am a people person so I do enjoy talking to people. I know many co-workers hate talking to customers outside of work.

[Boston Starbucks Rebel]

Oh yeah, I say hi to alot of my customers. Back home, alot of my customers like grew up around the neighborhood so it was a big thing when I finally got a job at Starbucks. Here in Boston of course its different but this city is relatively small if you travel in the same circles. I always say hi and ask how my customers are doing. Also, working for Starbucks is a great networking job because you meet a ton of people each day. At first, some customers didn't recognize me on the street but now since they see me nearly everyday, they absolutely recognize me. Also, working for Starbucks is suppose to help you develop as a human person so therefore it is no surprise that you are just a nicer person, you are certain incorporating the Green Apron behaviors into your everday life. Remeber if every person did one nice thing and passed it along, this world would be a much nicer place. Also, say THANK YOU after every drink! To think that one doesn't have to say hi creates and us vs. them mentality for the baristas and customers, instead it is just we, a community. And yes when I go out clubbing, I get down with my customers all the time, all the way down. Also, sometimes I run my Starbucks like an exclusive nightclub giving special treatment to my VIP customers like getting them their drinks first! Yes, some customers are given preferrential treatment, so come in more often, then you will too!

[xcat]

yeah, i also can't turn off the starbucks machine that's implanted in my personality... it's interesting to me to run into people who are regulars... i certainly don't feel obligated to smile, wave, say hi, whatever, but i do. because in some way these people have gone from customer to acquaintance, to friend in many cases. and that's pretty sweet.

[Leigh-Ann]

We had one of our regular baristas say "hello" to us at the grocery store. My partner and I said hello back, we all smiled and nodded, and as soon as the barista left I turned to my partner and asked, "Who was that?!" It honestly took us a few minutes to figure it out, and I'm sure we were thrown off by the lack of a green apron. Some of the baristas I'm sure I'd recognize immediately in the "outside world" because they have very distinctive voices or appearances, but this particular woman is quite tiny and has that "everywoman" look about her, and I couldn't place her face at all.

So, for the person who commented above that sometimes customers give them "funny looks" away from the store, it might be that they just don't recognize you out of context.

[BaristaVeritas]

I don't think of it as an obligation. But I do think that truly passionate baristas don't just "turn on the Starbucks charm". I think that there's a certain type of person that gravitates towards the profession because they find that it's in line with their personality. I myself, love to talk to people and truly enjoy connecting with someone even if for just a few minutes. When we part, each of us is (hopefully) more enriched from having met each other.

[Becky Marino]

I think I'm always "being legendary" when I see one of my customers outside of work, because the whole point of Starbucks is to develop human connections and personal relationships with the communities we serve. We're not in the coffee business serving people, we're in the people business serving coffee. The feelings of excitement and commaradery which I express in my store with my customers isn't fake, its my true emotions in seeing some of my closest friends and a wonderful second family. Would I feel obligated to be excited to see a member of my own family or a close friend outside of work? It just seems like an odd question. When I see my customers outside of work I am genuinely happy to see them, and I hope they feel the same about me. In the course of my life at the bucks, I've been at 5 stores as I've grown with the company and have had new opportunities present themselves, and I still have relationships with customers who I've gotten to know at other stores. This is why Starbucks has such an edge on the competition, we build community and we foster the very best of the human spirit. I love my job.

[michele youngs]

When I go into my store on my days off to get a drink or sit and read , I usually am greeted by customers and will spend a few minutes chatting. I don't feel the time constraint to finish up a conversation with them as when I'm working...
Once in a while we will go to a nearby pub for lunch and conversation always turns to the worst customers of the week and we all vent our frustrations. We always look around because we KNOW there will be customers somewhere.

[barista-at-202]

i don't turn on the "starbucks charm" per se, but i at least acknowledge them and say hello, if it's someone i have talked to before.

[Roxy]

Working as a barista in my city i am recongized very often.

It has its good and bad sides. Ive been followed home, on an occasion, and given free stuff on others. Were like celebritys.

If theyre nice, and geniuine, and i know they are safe, providing im in a good mood, ill say hi, if they say hey to me first.

If theyre creepy, homeless, and have tried stuff on me or other partners, i ignore the hell out of them. Especially the homeless guys who live around our store.

[CuteBarista!]

man, i have never gotten celebrity treatment as a barista....though we do have a customer that gives us discounted massages. yee haw.

i find it just a tad insulting, the insinuation that that the "starbucks charm" is just that - something we're paid to exude. it seems kind of disingenuous to me. when i work at the buck, i am more or less myself (sometimes a little more wacky to keep from dying of boredom). i don't turn up my volume just cause i'm at work, that seems kind of fake. i've never been the type of barista to fall all over customer and lay it on thick. i am, however, pleasant and courteous to a fault.

that being said, i do see my customers occasionally, and unless i have their name, face and drink down cold, i usually don't recognize them out of context.

[nbcrusader]

Being able to greet a customer during off-work hours is a skill that will bear much fruit in a career - whether at Starbucks or elsewhere.

[billmil]

I'm surprised that the baristas don't seem to consider the "networking potential" of their jobs. Service jobs such as these expose one to lots of people each day.

Let's say (for an example) of 100 regular customers, 6 know people who work in your dream industy and 1 works at your dream job. If you do a good job, show pluck and verve, and are competent at your intended craft, but need the opportunity, you stand a *MUCH* better chance of getting a job than applying through "proper channels" , etc. But you need to a) get to know people to know "who does what" and b) let them know "I'm really a _____ (graphic artist, teacher, computer programmer, etc)"

My cousin, after a successful but unhappy career selling health insurance, decided she wanted to work for Disney. She moved to Orlando, applied to HR for months, but the door only opened when she met someone who worked there. "We're looking for someone with your set of skills. Can you give me your resume?". She's worked their for about 10 years now and really enjoys it.

So: if you run into people at your bowling league, at the Elks lodge, or at the local supper club, look them in the eye and say "how the hell are you?"

[javajockey]

Yep, Billmil, you've got it right. Everything, from a coworker to a chance meeting at a cocktail party, can be a networking opportunity.
And I don't think of it as "Starbucks Charm" per se; I think that more than being paid to be charming, we were hired because we were outgoing, nice people. That is, if our managers/hiring people knew their stuff. So, do I say hello to customers outside of work? Of course. I acknowledge my neighbors and my dentist's receptionist, right? Why wouldn't I?

[blonde barista]

i agree with javajockey - we're HIRED because we're outgoing, charming, cheerful people. that means that with our friends, family, strangers...we're friendly, warm, and caring. add a paycheck and we can be extra extra.

i don't go out of my way to be super charming or anything, but if i see a customer i'll at least say "hi, how's it going?" or something to that effect. it is MY time, but we are trying to make connections with people in the community (it's all in the training manual...) so why not at least say hello? in other words...no, no obligation, it's just part of who i am.

[Pam]

I did feel obligated in a way, but I'm shy so if the person didn't notice me then I would keep quiet, if they did see me I would say hi.

[CitySpecific]

I think it's really sad that we think of being nice to someone as part of a corporate brand image.

[Boston Starbucks Rebel]

Yes I use my job to network. I also I agree that I have been treated like a celebrity. I wave to lots of people and many greet me. Its a very great experience. Also Starbucks attempt to implant in the community and that includes the baristas being members of the community.

[Amy Alkon]

"I don't think I feel "obligated". I think we honestly like most of our customers and as a result we hope you like us too."

I'm a customer and that's been my experience at Starbucks. Part of what makes me like the place, at least at the ones I go to in Santa Monica, is the people who work there. In the past, I even tried to help one of the employees get housing when she and her husband moved, and I really like how they're super-nice to a homeless artist who goes there...making sure to give him leftover stuff at the end of the night in a bag. That makes a big difference in your experience as a customer, and I try to let the employees know I appreciate them. It also makes me a little more tweaked at the assclowns who approach the register while on their cell phones.

[Amy Alkon]

PS I don't think it's "sad" if friendliness is part of the brand image. I think more companies should make it a part of theirs.

[OHIO]

I must say, after reading the first half of these comments that I'm now in love with all Starbux baristas. "I don't feel obligated. I honestly like my customers" Wow! I'm getting a little weepy here.

[Zach]

I agree, I don't see it as 'starbucks charm' at all, but that's for me personally. It would be naive to think that there aren't partners out there who just fake nice so they can get a tip or anything else...In an ideal starbuckian world...we'd all be hired because of our dynamic personalities and likeability. Thankfully, I work for a manager who embraces that and it's the greatest 'third place' that we can offer. One thing i've noticed is that general happiness towards other people has taken over my day to day interactions with people. When an entire shift sang happy birthday to my voicemail it really makes you realize that there are nice people in the world...when I run into regulars it just makes me think of how happy I am when I'm at work and it just comes out. That's my take at least.......us partners really do drink the starbucks koolaid!

i have the coolest part time job, love seeing customers outside of work. went clubbing with some, dated others even. Big change from working in the lab all day extracting dna, that was the whole point really, hanging with people. We pretty much get paid to talk to people while we make their drinks, so HELLS Yes i'm in!! NOt only do i stop and chat with customers outside, working at starbucks gives you this thing i call "LITTLE SUPERPOWER" LOL it makes it soo easy to meet new people outside of work. It's incredibly fun how easy it is for me to think "that person seems cool" and just strike up a conversation. dealing with people soooo many people all the time teaches you how to approach them and read their body language. Now my challenge is to get through that tough persona the "half caf grande americano with cream" lady puts up, we will be friends!!! MUAHHHH... sorry guys. oh and my lovely "tall peppermint mocha with extra sprinkles" girl, your smile is the light of my day (sigh!!)

[John Molina]

I must say that Starbucks attracts beautiful people, both inside and out. I am glad to be in such great company at work :)

[416barista]

On the many occasions in which I'm at my store on a day off, I always end up talking with some of the regulars. I love the people aspect of what I do.

[Employee]

I do not feel obligated, because I know, although they are polite as I am to them, if I were to screw up their drink, or take longer on something then normal, their kindness suddenly fades away, because to them, I am not a person, I am the guy behind the counter, outside of the store, I noticed they will ignore and not feel obligated to acknowledge the kid behind the counter

[javajockey]

Maybe the reason for that, Employee, is that you have never made a real connection with your customers. It's a basic Green Apron behavior.
I see my customers in the grocery, at the movies and concerts, etc. Half the time, they recognize me and respond first; I tend to be a little preoccupied while shopping. I love it when we connect in a non-Starbucks setting, 'cause they then know it's not just my "store face" they are getting at work...it's me.

[Becca]

I greet most of my regulars. I don't greet the ones that I get a sense don't want to be associated with me. These are the people who order a no foam late and compain about it being "too heavy" or the people who order the "very very very very dry cappuccinos" and compain about them being "too light". The ones I've connected with don't complain if something is screwed up or too slow. They laugh and say "son't worry about it" (we are currently training 8 new baristas, so we have a lot of screw ups and a lot of slow drinks these days). These people, I greet whenever I get the chance. Sometimes, I even give up eating lunch during my break to talk to one of them.

[dave]

I only great the customers because they seek me out first. For some reason, they think that we're friends or something...but i'm just the guy that gives them coffee.

But when I see the customer, I play along because I want their tip money the next time they come in.

[Taryn]

GREAT question! i don't I LOVE working at starbucks and helping others its great!

[Jeff Fisher]

I've been a regular Starbucks patron for some time and it is just this attitude that has attracted me as a partner. I haven't even started my job and I am so excited I could, I don't know, chat with a customer!

Wow, that's cool!

the only time i don't acknowledge my customers is when I am at the adult toy store and then it is just a little akward for us both :)

[Seattle girl]

I live in the neighborhood I work in and I constantly see my customers when Im going to get food, walk my dog or go to the grocery store! I'll give them a smile or a little wave and if they say something to me I'll happily talk with them.
I have definately noticed Ive become so much friendlier since being starbucksized. Im generally a shy person; I don't have any friends and I spend weekends reading with my dog at my feet. When I put on my green apron I become incredibly outgoing, because I love my job and my customers. Outside of work Im a little more self concious, because I dont think people would like to talk to me if Im not making their latte, so I usually just give them a smile and keep going (although most want to pet my dog :) )

I really hate it when starbucks employees complain about having to be nice at work. Being genuine doesn't have to necessarily mean be fake. Youd be surprised how much a simple smile can brighten someones day. If you can make someone feel good just by being genuine and nice to them, whats wrong with that? When Im sleepy and customers ask me how Im doing, I dont say OH MY GOD I FEEL AMAAAZING WANT A NEW TASTY BANANA CREAM FRAPPUCCINO??? I say "Oh, Im a little sleepy, but hopefully I can caffeinate later." always with a smile, always positive.

For working at Starbucks for 8 months most of my experiences have been incredibly positive. Ive had a few bad eggs, but then they become my little "get them to smile" projects.

Sorry about the rant :)!

[Matthew]

There's no need to "be on" or "use the Starbucks charm" when at work. It's all about Being Geninue. Starbucks looks for people that are naturally friendly and engaging, you can just be yourself at work.

[PDX Barista]

I think it's weird that as a society, we're so jaded that it's considered odd to be recognized and greeted.

One of the main reasons I wanted to work for Starbucks is that I LIKE interacting with people! The job that pays my bills is database programming. VERY BORING with VIRTUALLY NO INTERACTION AT ALL. I do one job to pay the bills, and the other to actually have some fun.

Do I say hi to people from the store when I see them on the street? Hell yeah. If they think it's odd, then they're the ones with the problems.

[Jennifer]

There was this one lady that came in one day and was extrememly crabby and had WAY too many questions, then the next day I saw her and I didn't recognize her, but she recognized me and stopped me and tried to get me to remember her. She appologized, and to tell the truth, I had already forgotten about it!

[Becke]

I don't feel obligated to greet customers, but I work at the Starbucks in my neighborhood (I even walk to work). It's actually been a great way to get to know my neighbors. And when I go into the small businesses around town, half the people behind the counters are regulars at my store, so I already know them. It makes me feel like part of an actual community, which is awesome.

Also, as many have said before me:

1. I was hired *because* I am an outgoing person with a theatrical flair (dozens of customers have told me it makes their day to hear me sing their order to the barista on bar when I am on register)

2. I actually like my customers. The ones who are crabby are just 'get them to smile' projects

and

3. I go around smiling at everybody all day anyway, so why wouldn't I do it for the people I know from work?

I do wish we opened later, because it's a bitch to get up at 3:30 so I can be at work at 4:30 a.m., but other than that, I've never had a job I liked more.

[brittany]

Are you kidding me? My regulars appear IN MY DREAMS and I'm just as starbuckian to them then as I'd be in real life if I ran into them : )

[Michael]

In response to hazardbliss..."regulars find me on My Space [eek! personal space being invaded!!]."

If you are posting something on the internet like that then your 'personal space' means exactly jack shit... that site in and of itself is about socializing as is a retail/food service. What you do outside of work is your business, but what is put on display becomes anyone who finds it plain and simple.

You want to be left alone then don't put yourself out there.