A coffee giant like Starbucks can't supply its stores with demitasse cups?

A Starbucks customer in Austin, TX complains that his espresso is never served in a demitasse cup. "These are always the excuses: we do not have any; we only have 3 and they are washing; they are all broken; and we have ordered them. ...They have served me in paper cups, Styrofoam big cups, in big china cups, in mugs." My opinion: If this is true, that store manager deserves to be fired. You can't get a properly served espresso at the world's largest coffee chain? That's hardly legendary service. (Read the item at Meryl.net)

Comments

[coffeeguy :)]

I agree these cups are great for tasting shots.

On a side note they are the best as well for french press tastings. You can really capture the smell of the coffee in such a small cup. :)

Styrofoam? I call bullshit.

[Becca]

He must not be going to Starbucks if he's getting his drink in a styrofoam cup. We have about 20 demitasses, and every store I have been to, has a tonne, so I have no idea what the hell he's complaining about. It would be nice however if they used the "sample cups" instead of the short cups when you order an espresso. Especially if you order it "ristretto", which I always do. The itty bitty shot gets lost in a short cup.

[Jon]

No. No, as a matter of fact, you *can't* get decent espresso at the world's largest coffee chain. We didn't start using Verismos because of their ability to produce demitasse-worthy shots. Even the Barista home machines do better than our in-store product. Face it: we don't do espresso, we do espresso *drinks.* We just aren't set up for espresso purists, sorry.

[nickname]

sorta true, but not entirely...

the big issue is with lack of calibration of the verismo. if you get a nice 17s shot, it isn't half bad... it's when the shots are all 7 or 8 seconds that the purist complain.

i don't think someone deserves to be fired for lack of cups, but maybe a comment to the DM instead of an internet forum/article could help ensure the drinker gets what they want...?

(also the new cups chip and break so easily that it's entirely possible to order new cups every month and still run out when the cafe is hopping - not really your problem i know, but true)

[coffeeguy :)]

This is true you will always get a better shot on a manual machine then on a fully automatic.

[SbuxMan]

Oh, this is great. Jim (site owner) thinks the store manager should be flat fukking fired for not ordering a set of expensive demitasse cups for the local crank. You know, what I always love *most* about dear Jim is that he always thinks issues through from all perspectives before presenting a rational, emotion-free, conclusion.

[nickname]

anyone else notice that it wasn't actually the blog entry, but a comment that was posted?

(just noticed myself - as i scrolled up to find a nice comment about how someone is not pissed off at their starbucks...)

[STARBUCKS GOSSIP]

Dear SBUXMAN (probably from Starbucks Corporate): If this Starbucks store repeatedly fails to provide a demitasse cup for a customer who orders espresso, the manager *should* be fired. "Just say yes," "legendary service," blah, blah blah -- are these true values or just empty buzzwords from a company that's become fat and arrogant?

[barista c]

Jon, some stores (like mine) still have manual machines.

Becca, we have to serve shots in a short cup because we are required to lid all drinks and we don't have lide for sample cups.

[barista c]

*lids

[James The Barista]

No need to get bitter, just ask them where you can find a Starbucks with your needs. The more bitter you get the worst the coffee will taste.

[Jon]

Nickname, I have to disagree. I will say that good calibration makes the shots on the Verismos far better, but I find that side-by-side, a shot off a decent, well-run home machine beats the Verismos. You mileage may vary, of course, but I'm not the only one who thinks this. Maybe my district has lousy machine techs?

Barista C, where is your store? Is it pretty low volume?

[SBUXman]

Oh Jim,

The longer you run this site, the more bitter you seem to get. Maybe you need a rebrew?

If only you could understand that Starbucks treats its partners with legendary service as well - that means not firing a manager over a $1.35 espresso when the manager just maybe has ten million other things he or she is juggling in the air. Do you *really* think that there is no middle ground between buying a case of demitasse cups for Mr. Crank and firing the manager?
Of course you don't, that has become increasingly obvious in your posts as of late.

All I can say is I sure am glad I don't work for you! And I wonder how you'd feel if YOU were the manager? Never mind, that would muddle your black and white view of the situation!

PS - Sorry, I don't work for "Starbucks Corporate", paranoid accusations aside...

[LeftyGrrrl]

I beg my manager to order more serveware - and it goes unheeded. Sometimes customers should fill out surveys and/or comment cards to get their way, even at Starbucks, even when they shouldn't *have* to take this extra step. I would love to provide legendary service all the time to my customers, but my manager's poor ordering make that an impossibility. It sucks for the customer and for me. So, I think the manager should face corrective action (eventually being fired) for not consistently providing their store with the necessary products, etc. It's not good management and it's not good business.

Also, manual shots taste better because they can be tweaked indefinitely to the individual's liking. The end.

I don't mind having serveware around, it just pisses me off when customers come in at 5 to ten and INSIST on having their Venti latte in a mug. When you tell them they only have five minutes to drink it they get all pissy. Other than that, I'll be more than happy to prepare drinks in serveware. I can't tell the difference, but many people claim they can.

[LeftyGrrrl]

I can't tell the difference between paper and serveware when it comes to milk based beverages. But black coffee and espresso? There is a definite difference. The paper is all I can taste when I sample from a french press.

Barista C, I'm extrememly jealous over the manual machines you still have.
I know why we can't use the sample cups, but it would still be nice if we could.
Frankly, based on the sue-happy attitude this world has, I'm suprised someone hasn't sued over the lack of lids on hot sample drinks saying that it caused a burn.

[jbux3rdwave]

Starbucks has not served quality espresso in a long time. This being said, they should at the minimum serve their espresso in demitasse cups. They should then replace the super-autos with manual machines, and start only serving beans that have been ROASTED within the last week. Even Starbucks precious "Black Apron" coffee isn't roast dated... which leads me to believe that Starbucks will never again attempt to cater to the coffee crowd... and stick with becoming a suburban hot spot.

[Just Me]

The beautiful coffee experience that is straight espresso belongs in a real demitasse cup. I don't frequent Starbucks but when I go I usually end up with a latte or some other larger drink - I'm glad to know I should check out the demitasse situation before I do something I'll regret.

If a store hasn't gotten any complaints about the lack of demitasses, fine, keep on with the paper or other size cups. But if Starbucks has an approved demitasse option in the serveware catalog or whatever, and a location has gotten complaints or knows they sell a lot of espresso shots, why not order more cups? Espresso is never the same from paper or anything else but the "real deal."

[baltimorebarista]

i think they're full of it, honestly. and he can come to my store if he wants it. NO ONE wants demitasse cups, they want it in a short cup to go. he just sounds like he needs attention, and maybe a bit less caffeine.

[STARBUCKS GOSSIP webmaster]

>> he just sounds like he needs attention.

Dear Baltimore Barista -- It sounds to me he wants a properly served espresso. Is that too difficult for Starbucks to provide?

why blame starbucks when you know it's a store specific thing?

you know, better than most i'm guessing that it's a complaint of a single location, with a single orderer not doing their job; not the corporation who's not providing the needed tools of the trade.

[nick]

So how would you make the perfect shot of espresso?

[barista c]

Jon, my store is in Western New York State. We make about 15,000 a week.

We're slated to get an automatic at the beginning of next month, which we all have mixed feelings about.

It will be a million times easier to do our jobs, but we will also feel more like monkeys in aprons just pushing buttons.

[HopkinsBella]

Baltimorebarista,

As a fellow Baltimore dweller, the store I frequent has had MULTIPLE requests for actual servewear and demitasse cups on the part of customers. I've seen normally calm, reasonable people get a bit irked by the dearth of dishes, and the baristas frankly would get a bit hostile when asked politely for any non-disposable dishwear to use in-store, despite the fact that the cups, saucers, and actual silverwear are VERY visible on shelves behind the barista at the register. If they're there for decoration, cool, but it doesn't look that way to me.

Then again, Baltimore's kinda weird. :)

[Boston Starbucks Rebel]

I just fill out a list of things the store needs and I always put serveware on the list, obviously. Only a few people I know want it in a for-here cup but me personally I get it that way also. And yes filling out a comment card is probably the bst way to go when you don't have it in the store. I am going to go fill a comment card right now. I am sure the P&L list includes a section for stolen serveware or something like that if I remember correctly. BTW, try asking for a french press at Starbucks. They get really annoyed but I am more than happy to provide one for you.

[STARBUCKS GOSSIP webmaster]

>>>BTW, try asking for a french press at Starbucks. They get really annoyed but I am more than happy to provide one for you.

In fact, I JUST DID ask for a french press at the Starbucks on Dempster & Chicago in Evanston and the barista talked me out of it. She said that their drip coffee tastes just like french press (yeah, sure)... and told me I'd have to wait five minutes, etc. etc. I just took drip.

[Sheik]

Why should bastardized espresso out of a Verismo be served in a "proper" espresso mug?

It's not like it's properly processed in the first place...

[Barista Joe]

Dear God, what a whiny webmaster. Is this site under new ownership?

1) Yes, anyone who claims they get an espresso in styrofoam at SBUX is hallucinating or a liar.

2) SBUX provides for-here serverware when requested, **when available**. Don't like it if you can't get any? Ask to speak to the manager and make a personal request, and foolow that up with a call to 1-800-STARBUCK and complain and you may well get more serverware.

Or go to a different store, SBUX or not.

3) French presses: get a grip. It DOES take over five minutes (grinding beans, prepping the pot, steeping the grounds), it is a pain in the ass for employees, and increases the line for everyone else while the barista steps off the line to prep the drink. Don't be an asshole -- order a fresh brew or an espresso drink.

[nick]

hang on.

not all baristas feel that way.

if you're willing to wait for 5 mins, then i'm willing to do it. chances are if you're in the store during peak hours you're on your way to work and therefore won't have the 5 mins then... but any time you want it, most of us don't mind doing it.

[JustABarista]

I actually like making french presses for people. I'm not in a low volume store either. When somebody orders a french press, I know they actually like coffee.

[Becca]

I make french press for myself at home, why would I have a problem making it for someone else, and getting payed to do so? It's nice when people want just plain coffee, because it says something about them, but I also feel a little useless when I go an hour with only doing drip. When someone comes in and gets French Press (almost never), I feel more involved in their experience.

[Jon]

To me, it seems crazy that anyone can get onto a customer for wanting to be picky about espresso/coffee in a frickin' STARBUCKS. Aren't we supposed to be there for coffee lovers, or do we just do crushed ice lovers and flavored syrup lovers now? Where can people go to get a French press or nice espresso if not Starbucks?!

Incidentally, plenty of customers are finding an answer. Intelligentsia, murky coffee, Stumptown Coffee, Vivace Espresso... All across the country, small operations like those guys who do what we used to do well, and they're pushing it forward. I have come to the conclusion that Starbucks greatly fears a sudden public interest in great coffee because we won't be able to deliver.

BTW, party on, JBUX.

[Boston Starbucks Rebel]

Thank you Mr. Webmaster for proving my point. I have been denied the joy of the french press coffee, even after I have mentioned that I am a Starbucks partner and informed them they just had to say yes. Let me tell you, their SM and DM got an earful from me about not upholding the mission statement and the guiding principles. I make sure all my baristas know about the joy of the french press. Also, french presses are very hard to clean properly so I am sometimes worried about getting a french press from another store, you never know how dirty their presses are!

[Boston Starbucks Rebel]

Oh, BTW the website www.ihatestarbucks.com is now online. This website is like the evil twin of this website.

www.ihatestarbucks.com

[coffeeguy :)]

French press is great.

Enough said I'll always gladly provide a french press for any customer who asks provided we dont' have a line out of the door. But hey no one has ever asked for a press with a line out the door. :)

[jabanga]

i always trained all my partners on being able to make french presses quickly on the fly (i know it still takes 4 minutes to be ready once it is prepared) and how to bag up the remaining coffee in cello bags and date them for future use. partners are supposed to be using french presses for active sampling, training and passport completion anyway.

[Kimberfly]

That is pretty sad that you can not get your tasty espresso in a ceramic cup. It seems to me that you have not talked to the manager, only baristas that really do not care at the end of the day. At Starbucks I know that they encourage people to use ceramic for here serveware. They even give a 10cent discount when you bring in your own mug.

[JBUX3rdWave]

Party on Jon. It is sad the level of discussion that is going on concerning ceramic cups at Starbucks. Burnt and processed shots are burnt and processed shots, regardless of what kind of glass they are served in.

I will second what Jon said and add that anyone who truly wants to learn what coffee is capable of should check out the coffeegeek or portafilter podcasts.

[Coffee Master J]

My stores always have ceramic mugs and demitasse, and if a customer requests a demitasse, we always "just say yes". As for french presses, in the off chance that a customer requests one, we should always be able to provide one we always have coffee half pounds and measured out coffee specifically for french presses. Its easy to make a french press, I don't understand why that should be a complaint.

[Boston Starbucks Rebel]

I concur with Coffee Master J that I too have french press coffee on standby my entire shift in the chance that somebody should ask for some. It is usually either House or Sumatra depending on the preference of the person. Remember, Starbucks was first created around a passion for coffee and not sweet drinks!

[John Molina]

Hmm, french press on standby. I like the idea! Will use it. :)

[Becca]

How do you guys keep french press on standby if the person gets to choose the coffee they want? Or do you just give them the option of a mild or bold? We always give the option of any of our coffees, so there's no way to prep it. Too bad for us.

[Boston Starbucks Rebel]

House and Sumatra are always on deck ready to go. However, if they want something else I will get them something but I do let them know those coffees are ready to go. Also if nobody at the end of my shift orders one, I simply make a press of it and sample.

[Drinker]

For me, good espresso is like the canary in a coal mine. I know it is not the mainstay sales drink or the profit maker for Starbucks. But it IS the ultimate gauge of bottom line quality, for me personally anyway.

If the store/chain can properly prepare and serve a basic espresso, it is a mark of quality that puts a halo over all the other drinks and products. It is a sign that the company pays attention to all the little details that goes into excellent quality and service.

Converseley, if espresso appears to be an afterthought and is not properly served or prepared, it tells me as a customer that quality is off. I start to think of the store more like a 7-11 or McDonalds -- fine for something sugary or fast/convenient, but not for high quality coffee etc.

For those who do not drink and enjoy espresso regularly, this may seem extreme or overemotional. For others, french press coffee may be the canary.

I am in full agreement with Webmaster Jim and "Jon." For me, this issue illustrates what could be slipping commitment from Starbucks to the core product. Hopefully that's not the case!

[Drinker]

PS RE quality issue and Jon's observation about small regional chains, in San Francisco Bay Area this is obvious by the huge morning lines at Peet's. Much longer than Starbucks lines, although they also have fewer stores (less than half as many, easily).

[sbuxmanager]

I personally don't like to drink the espresso from a verissmo. I usually just drink drip coffee. For my taste, I don't think the verissmo makes a good shot, regardless of the calibration. If I go into a store that has a La Marrazoco, however, I go straight for the doppio. Waaaaay better.

[coffeeguy :)]

can't argue with you on that one manager.

It's like having french press when your used to brewed coffee.

it's just so much more intenese. :)

[ventijunky]

If a person is enough of a purist to demand their starbucks espresso be served in a demitasse cup, they shouldn't even be ordering a shot at starbucks. Let's face it, the demitasse cup should be the least of their concerns.

If they are that anal about their espresso shot, they would have avoided starbucks like the plague since the beans are not roast-dated and in are in fact roasted into oblivion anyway.

I love going to starbucks, but I am aware of how difficult it is to get a "pure" shot between the beans, roast, and varying quality of equipment.

Demanding that your shot be served in a demitasse cup at starbucks is like demanding that your big mac be served on fine china at your local McDonalds. Give me a break.

And how would Starbucks, or for that matter ANY coffee chain or store, be able to make all such purists happy to begin with? Anyone who has talked to these people knows that getting two of them to agree on the best shot is like trying to convince a Yankees fan to cheer for the Red Sox.

Bottom line: When I am in town and feel like coffee, I go to starbucks. I like the drinks and I enjoy hanging out with friends and getting to know the baristas.

When I want the best shot of espresso around, I use my own machine (that actually pulls better shots), my own beans (special ordered and roasted within the last 5 days), and my own demitasse cup.

Unless all my demitasse cups are broken or in the dishwasher. Then I curse at myself for the poor service, write nasty blog comments degrading my coffee skills, and send myself emails demanding that I be fired.