Two free ounces of coffee for a regular customer? We can't allow that here!

As a daily customer of Starbucks, I see a lot of good and bad things about the chain, and I should probably write more about my daily experiences in the several stores I visit each day. Here's today's little anecdote: At the Chicago/Dempster Starbucks in Evanston, I ordered a "tall Sumatra for here." The young, alt-rockerish barista got the coffee and put it on the counter for his colleague to ring up. Here's the exchange that followed:
ME to an assistant manager I'm told is Natalie: "A tall Sumatra for here."
NATALIE: "That's a grande."
ME: "I asked for a tall."
Natalie then took the cup, turned around to the sink behind her and dumped about two-ounces of coffee into the sink and handed me -- a regular customer who pays with a Starbucks card -- the cup.
About 15 minutes later I went up for a refill and told Natalie that half-to-3/4 full is fine. She gave me no more than a half-cup.
ME: "If you hadn't tossed the two-ounces, it would have all evened out at the end."
NATALIE: (Silence.)
(Natalie, by the way, is the same Starbucks employee who didn't want to bother doing a French Press -- that's recounted a few posts below -- and insisted that Gold Coast tasted just like French Press coffee.)
And that's today's amusing Starbucks experience story.
(On a positive note, the African-American woman who recently started working at the Chicago/Main Starbucks in Evanston is the greatest; promote her quickly, Starbucks.)

Comments

ugh! what was the point of dumping out the coffee? I can understand if say it were a pastry. You asked for one and you got two. The barista would take the extra cookie back and put it away. The customer wouldn't have it, but the barista would be able to sell it down the road. With the coffee, Natalie was just doing it for spite. The customer doesn't have it but neither does she. On the other hand perhaps Natalie was just thinking that you only wanted a tall and thus was providing that to you. Maybe it was a misunderstanding - but I wasn't there.

[Someone]

Yeah, we all want things for free. If you liked how a grande looked, why not buy the grande? You went up for a re-fill? Why buy the smallest size and then need more? I obviously wouldn't dump anything down the drain but you did ask for a tall and you did end up receiving a tall, correct?

As a "regular" you've probably seen that we throw out our coffee if its been sitting any longer than an hour. Dribble by dribble- DOWN THE DRAIN! OH NO! Maybe if we gave every customer a venti instead of a tall (FOR FREE!) we would never throw any away.

--- BUT WHAT BUSINESS DOES THAT!??!

My thing is that "regulars" often start to think they are entitled to special things.. free this, special treatment there. And hey, we do end up giving regulars special things and I have never worked for another company whos more willing to give away free food and drinks before but one cannot come to feel entitled to something as a customer because business is still business.

I wonder where this customer works...

[sari]

This customer says they paid with a card. I bet they never tip either! Suprizing how far we will go to please a customer that tips and acts decently.

[STARBUCKS GOSSIP webmaster]

SOMEONE: You don't get it -- I asked for "a tall coffee for here" -- I didn't "like how the grande looks."

SARI: Oh, so I have to tip to get decent service at Starbucks? It's all becoming perfectly clear now.

I'm not a Starbucks hater (I wouldn't go there daily if I was); I'm simply pointing out a stupid act on the part of a Starbucks manager -- pouring out two ounces of coffee for no really good reason.

Yo, Webmaster, you've been doing this site for a while now, so I'm surprise at your reaction to people like SOMEONE, SARI, and DEUSX. These people will justify the actions of the company at all cost, even if it means dissing a decent individual. What you have here on this site is a bunch of Starbucks sympathizers that have been drinking too much "koolaide" see the opinions of others. That's my 2 cent.

[coffeeguy :)]

totally they should not have done that.

I never do that to any customer starbucks card or not the coffee is better in someones hands then down the pipes.

[416barista]

Coffeeguy,

I'm right there with you!!

If someone asks me for a "for-here" tall, but all I have are grande mugs, I fill it and let them know that I don't have any talls, but of course charge them for the tall they asked for. Sometimes you'll have someone say that it's too much for them and then, and only then will I dump some out. Most times people are happy and thank me for the free upsizing.

[district manager who cares]

The Barista was correct. If they give you a grande and you ordered (only willing to pay) for a tall. Then you got what you wanted, a tall. If that same barista give you that grande without charging you for it, I as a district manager would have terminated the barista for giving away product and undercharging you. If you don't like it, sorry but we gave you what you ordered and what you paid for.

You said that "pouring out 2 ounces of coffee for no good reason". How about the reason of giving you what you wanted and ordered, a tall?

I hardly see any problem. You never paid for the 2 ounces of coffee. So what do you care what Starbucks does with it?

You GET what you pay for and we are happy to give what our customers want. Now, would you care for a pastry with that?

Get a life and have a gran day!

"District Manager," I call bullshit.

[James the Barista]

I'm sorry webmaster for your bad time at Starbucks, it seem that girl that helped you was not legendary, Does anyone ever ask your name? Know your drink? I can understand the dumping out a little bit, but a refill is great way to connect. Sometimes you SHOULD fill er'up all the way as a way of saying thank you to you. That Barista was being way to off base. I'm sorry for them.

[Store Manager who Cares]

Hey, it's awesome to see a DM here! I have to agree that I would be assuming you only wanted a tall, and thus poured the rest out. Some customers REALLY only want a tall. They don't want the extra coffee, caffeine, etc. Sometimes, they have their "mix" (with milk, sugar, etc.) down pat, and the extra two ounces throws that out of whack. If you wanted a tall, paid for a tall, and got a tall, what's wrong with that?

[district manager who cares]

James The Barista, you have the customer care connection philosophy. Nice going! I dealt with a customer a few months ago that complained about asking for a refill and only getting 3/4 full. Of course the original order by the customer was remembered by the barista and was done just as originally ordered. 3/4 full. That barista remembered the drink AND the customer but still took a load full of grief for it. She even called the person by her name.

I am all about giving people what they want but sometimes you have to realize that what people "think" they want is STILL not good enough for them.

Thankfully, the vast, vast majority of our customers are just amazing and keep me employed by such a great company. Thank you all for that! I am sure Store Manager would agree with this also!

[DT]

I agree with "SM who cares"

You'd be surprised at the # of people that I've seen that will be upset if you upsize them, or give them a little extra. I have a "tall in a venti" guy who can tell by the weight and will ask us to dump out the extra, because he has "his mix" or whatever. The baristas were just trying to give you what you wanted, what you asked for.

as for the refill though, that's crappy service

I thought you were supposed to charge by cup size because they are going to still use milk, sugar, etc to fill the cup. Am I wrong on this?

[cornfrost]

Jim, as in every realm, there are people who are nice, normal, nasty, incompetent, weird, unpleasant, etc. There are those who have bad judgment, who are marginally employable, who fear authority, who abuse authority, etc. Natalie is a jerk, plain and simple. My store has tons of 'em working there. The world has tons of 'em in it.

[sbuxmanager]

DM,

You would terminate a partner for giving a grande for the price of a tall? What if a person ordered a tall in a grande cup and the barista filled it up by accident and still charged for a tall? What if during the calling, a grande latte was made a venti latte by mistake? Should the barista just offer the customer the venti or throw it out and make it again because the customer ordered a grande, and he or she is afraid of getting fired? What kind of nut are you? Sheesh...no wonder we have unions. If I was gonna get fired for undercharging because of my own miskake (for a total of 15 cents) I'd join a union too.

Also,
What is with the deusx hating? I mean, he's an opinionated guy and all, but he hasn't even posted on this topic.

"DM who cares" is soooo not a DM (and what a shitty name, it implies that you "care" but you talk about firing a partner for such a minor "offence")

[Deusx]

I hadn't even spoken on this topic, yet here I am "dissed" again. Once again by someone so cowardly or lazy that they refuse to identify themselves. Yet the criticize people how have the guts to be held accountable for their opinions and statements. Once again I ask that some sort of registration goes on, even if only the host knows which posts belong to whom. I'm really sick of cowards hiding behind anonymity.

Since I've already been convicted for a crime I didn't commit, I will commit it now. Webmaster, you are both in the wrong, her more so. It was petty to pour out the coffee and definitely lacked the customer skills even a starting barista should of already mastered. But your tone definitely reeks of entitlement. Although it was silly to pour out the extra, you asked for a tall and paid for a tall. Apparently, you got a tall and sure, the extra was going to waste by not giving it to you,but you weren't entitled to it no matter how regular you are. As for tips, I definitely would be more willing to go out of my way to bend the rules or even possibly break them for a regular who tipped often versus not. If they are willing to go above and beyond what they have to give me for standard service and the product then I will definitely go above and beyond as a show of thanks. But TIPS should be an acronym for "To Insure Prompt Service" not "To Insure Passable Service". People should do their job for everyone, tip or not.

In closing, her attitude as you describe it is just horrible and unforgivable IMHO in an assistant manager.

[Deusx]

Man, I need to spell check before I hit post *they* and *who*..sigh

[STARBUCKS GOSSIP webmaster]

DEUSX -- I asked for a tall "for here" cup, and the male barista who took my order and poured the coffee gave me what he considered a tall in a ceramic cup. He was overruled by Natalie, who thought I was given just a little *too* much coffee for my $1.52. So she poured two ounces or so down the drain. End of story.

[Boston Starbucks Rebel]

Are frappuccinos(r) cold?

[Boston Starbucks Rebel]

It is my conclusion that this store is very messed up. They should be moved to the blacklist forthwith. I just called and asked the above question. All they did was laugh at me. They should be aware that not everyone knows what frappuccinos are cold and that baristas get this question alot, especially in Boston. They are not welcoming or considerate. With ASM like "Natalie" it is apparent that it trickles down to bad baristas. BLACKLIST this Starbucks now.

[Lucky McBucky]

Well said Rebel!!

Man oh man, I can not believe that this conversation is happening on here. Generally I see alot of great comments that are right on target to what we stand for as a company. Now I see a "District Manager who cares" heading down a road that we should never go. It is not "Us against them", it is us BECAUSE of them. If you are a DM I hope there is someone out there that can teach you how to work within our culture. You seriously are very out of place with this company!

Remember that you JOB is to provide an uplifting experience that enriches peoples daily lives.

The only reason to dump the coffee is out of spite, and that does not align with our values as a company. A quick question to clarify whether the customer wants to have the coffee removed would have solved the whole issue.

I for one do not appreciate the so-called Partners who are taking this great comapny and running it like it was a burger king....

Disappointing!!

[district manager who cares]

I had to read the original post again to make sure that I understood the full story.

I came to the conclusion that what the barista SHOULD have done was pour the coffee into a tall mug, and then present the tall mug to the customer. An “I’m sorry for the confusion. Here is your tall Sumatra” should have followed. We assume she was being nasty by just turning and dumping the coffee in a manner that can be perceived as nasty and her actions probably were.

I suppose you could say, different delivery, same result. The customer got what he ordered. End of his story. So now the issue really is what about the extra 2 ounces of coffee?

Don't worry about it. Give the customer what they ordered discard the 2 oz. and then not worry about being investigated by an asset protection person asking you "So, you gave a grande, but charged for a tall?"

Folks, there is a bigger issue here that you may want to consider. There are a huge amount of beverages that are undercharged or just plain given away by Starbucks partners. As a district manager I do not want to see this abuse (theft) continue. It creates a culture of "oh Starbucks is big, we can afford it, so just give away a little coffee."

Normally (years ago) this whole incident would have seen that the customer was served a grande with our compliments. Today however because of unscrupulous partners, the times have changed and we have to insure that partners do not fall into that gray area of theft, and that the need to understand the issue of “just give it to them” is an area that CAN get them into trouble.

I want partners to remain employed and not creating a culture of "its just O.K. when it is not. If we allow that, we have a bigger problem than some barista dumping out 2 ounces of coffee.

It’s all about perception, and it’s all about understanding what another issue might be.

As far as understanding the Starbucks culture. I will let my terrific partners in my district tell you about it. Mine, and theirs. If a customer say’s they want a for here tall Sumatra. Give it to them. That’s what they are paying for and there is no gray area here.

Hope this explains some of my thinking. Have a great day everyone!

[Barista to the Stars]

You have GOT to be kidding me -- I upgrade people all the time, with my store manager's blessing and encouragment. If we make a venti vanilla latte instead of a grande, I offer the venti for grande price. If we make a mocha frappucino by mistake, I offer it to whomever wants it. I would NEVER turn and dump 2 oz of coffee, unless the customer asked me to. And I have had people say, as has been mentioned, "No, that's too much."

So, Webmaster, you were treated shabbily by Natalie and that's a shame. All I can say is that for all of us that knock customers with attitude, this would be an example of why some customers don't treat us as the professional baristas that we believe ourselves to be.

Barista to the Stars

[district manager who cares]

“I upgrade people all the time, with my store manager's blessing and encouragment.

You realize you and your store manager are in violation of company policy?

If you or your store manager were in my district you would be in a bit of trouble if you upgraded without charging. Unintetional mistakes are just that unintetional and there is nothing to worry about in that case.

Perhaps you should share this site and it’s/your comments to your district manager for some feedback on what is right or wrong. Then again maybe you shouldn't.

Care to share the name of your store?

[Just Me]

The last time I was at a Starbucks - months ago - my pals and I were the only ones in the store. A drive-through customer ordered something and it was made incorrectly - maybe regular syrup instead of sugar free. The barista came over to our table and offered us the drink free of charge, since it would just be pitched otherwise. Following some of the logic here, is something like that against policy? Just curious since this seems to be a gray area.

[Yeah, Me]

Barista to the Stars: "I upgrade people all the time."

DM Who Cares: "Care to share the name of your store?"

A + B = DM thinks Barista is a stupid head.

Good thing you went the DM route over detective.

[district manager who cares]

The mistake was legitimate and one would assume that the original customer got what they ordered.

The drink is best discarded as their could be some perception of giving something away without charge. It's a gray are for sure but it's just best to stay away from.

Ever wonder why you can't take home marked out pastires? Same reason. Perception and it's not yours to give away in the first place.

[district manager who cares]

Well Yeah me, looks like you also think that upgrading is wrong too. It is. I guess you didn't notice the irony in your own response.

Care to share which store YOU work in?

LOL

[do the math]

let's see.

mistakenly making a venti latte instead of a grande and offering it to the customer anyway: one cup, 18oz milk, 2 oz espresso.

mistakenly making a venti latte instead of a grande, throwing it away because that's what starbucks wants you to do, and remaking it a grande: two cups, 32oz milk, 4 oz espresso.

[Boston Starbucks Rebel]

Today one of my baristas got into an argument with a DM who was stopping in because he was from NYC. He gave him the worst attitude ever. I immediately called the DM even though I'm not the SM and apologized for the baristas behavior. He said thank you and was appreciative that at least somebody in my store was considerate and genuine. My ASM who was on the floor could care less and said, "We'll worry about this if he calls here." I said, "Don't worry I have already taken care of the situation and contacted him myself."
Is it really so hard to create the Starbucks Experience and be legendary?

[coffeeguy :)]

DM did you not get the customer feedback forms that get posted in ALL the partner com logs recently.

It brought up this VERY topic. A customer who had this exact thing happen wrote in and starbucks published her letter.

Their response. Communicate with the customer when this happens. If they look like they don't want the extra coffee ask otherwise assume that your doing the customer a favor and just hand it off anyway.

that's part of being legendary. We can use our errors to the benefit of our customers. If that extra two ounces of coffee makes someone feel better and welcome in our stores then when it occurs as an accident you just let it stand and give them the coffee.

That is starbucks stand on this issue and that overrides ALL of us on this one. The customer relations forms are put out for a reason. We are meant to follow the examples laid down by them.

End of case.

What does Verona taste like?

[canadianbarista]

You suckers can't take pastries home? What a gyp. They're going in the garbage anyway. We take pastries home all the time, sometimes someone will drop them off at a shelter of some kind, or sometimes we'll just give them away to the customers still hanging around at the end of the night. In my experience if you do something nice for a customer like upgrade them or give them old pastries (that are being thrown away otherwise!), that makes a return customer. Not so much the smiling and the learning people's names.

She probably thought you wanted the extra room for cream or something. Some people are weird and if you give them the extra coffee, they flip out.

[district manager who cares]

I like your response Coffee Guy.

We can use our errors to benefit customers. Yes, you sure can. But! I had a store partner who consistently made errors in sizes and guess what? The errors were all of the larger size variety. Talk about using your errors.

That stores check avg. after we terminated that full time partner rose .04 cents per transaction and has stayed that way for 7 weeks.

That's what I'm talking about. It's one thing to give legendary service. It's quite another to give away your product for legendary service.

Nuff said!

[barista chica]

people, people, people - this is the PERFECT example of how a bad experience travels faster than a good one. granted, if "natalie" had just said "oops, my mistake, it's on us", we probably wouldn't have heard about it on this website. however, because she spitefully poured out the coffee, jim's bad experience is all over the web.

IMHO, if i were running the company, i'd much rather have my employees (sorry, partners) offer the extra coffee that was already poured into the mug to the customer rather than pour it down the drain. why waste the product when something like two ounces of coffee could be just enough to make a customer more satisfied (and pass along a good experience, rather than a bad one)....

[ihcuids]

Pouring out the coffee was just her gaining a very pissy little piece of revenge. OMG, 2oz of coffee might make it out the door without being paid for? Anarchy! What happened to the whole "Just Say Yes" attitude we're supposed to have? If it brings them back because of the great service, isn't that what we are supposed to doing anyway. Oh and DMWC, we donate any pasteries that don't sell that day to charity. Is SBX so petty that the attitude of "if no wants them then it just throw it away" rules the day. Give me a break. It's garbage. What difference does it make? It's already bought and paid for by SBX, so you'd rather it ended up in a land fill than them being donated to people who can use them. Is that slice of poundcake going to break the company. Please. I guess that whole helping the community thing isn't part of your agenda. And firing someone who accidently gave someone too much coffee by your standard? I hope I am not in your district. That's just too stupid for words.

[James the Barista]

I'm regretful for saying this but will all due respect you guys are off your rocker...nuts..and your not getting it at all! The point of the matter is connect with the customers and the money will flow in, not the other way around. Why do a lot people have brown noses and think all Starbucks in is a evil empire in which its only goal is to make a lot of money? Remember the days you were a baristas? The days when a 4 dollar latte was crafted with care because you knew the name of the person who was about to drink it and how it has to be a certain way? You're all losing your grip? You are SUPPOSED to offer the mistaken drink you made in the wrong size to them and offer them a new one. Its the right thing to do! Its all in the name of connecting with people, I'm talkig about real connections. Not some people you wouldn't want to be caught in an alley with but a people you can have a causal converation with. You need get all your morning shifts and take a slower one...ask about their day and just introduce yourself. Why not? You work at one of the best companies in the world? If you don't think so, then you need to find a different store or call your DM, RM or the resource lines. Let me guess, you think I'm brainwashed...I have medical...dental....stock...and the best benefits in the world for this kind of job. You name a better job then this!

[JustABarista]

DM who cares,

I give away free drinks everyday, would you fire me?

[Optimotheoptimist]

Hahaha What we have here is a guy that wanted a tall coffee and got just that. Probably gave a huffy "YOU MADE A MISTAKE!” Thinks to self-- Oh God forbid, I could have drank that mistake. But was too damn cheap to figure out I wanted a grande anyway as he sees his 2 ounces flow down the drain. Then 15 minutes later comes back to the counter because he has been stewing the whole time and gives a snide remark because he was offended that 2 little old ounces could have been his. For free. I’m entitled! Well I guess not Mr. Regular pays for my drink with a Starbucks card
but can't figure out the name of a good African American barista but has it in for this Natalie chick. What did she really do, turn you down for a date? 2 ounces of get over it already.

Free drinks are rampant at Starbucks. Those 2 ounces of drip amount to nothing. But when you have all this free product leaving the store where do you begin? As far as I can see, a lot of the baristas love giving away stuff they know they can get axed for. I have seen it as a customer and have even said it to the manager of the location I see it at. Her response? There’s nothing I can do about it. Funny, not just 2 weeks later she’s gone with about half her staff. When I ask about her and a few others it was “let go for giving away free stuff.” No doubt she was the biggest offender.

Brew at home. That would shut you all up.

[coffeeguy :)]

DM i do understand that. But you have to understand that I imply there is a diffrence between giving away product all the time and honestly making a mistake and turning it around.

and I respect that you don't want free product going out. That's alright. I get it. We all do. It's a fine line.

DM, care to share the name of your district?

i've been working at starbucks for about a month now, and i've accidentially sometimes have gotten the customer a size larger than they had asked. usually, i'll apoligize and then just charge them for the size they wanted, giving them the extra amount as a token as my apology, and then about 75% of the time, the customer asks me to "pour out" the amount extra, noting, "if i had wanted a grande, i would have asked for one"

sheesh.

"DM" is not a DM.
and if they are...they won't be around for long.
that is not the way we do things.

natalie probably wont be around long either.

[Lauren]

I don't want to stir up trouble or make people mad but I stand with DEUSX on this one. How things were handled, though, I'm not sure I stand on the same page as him.

Natalie offended first with the overruling of the "that's grande" thing. Admittedly, that'd make me a bit upset, but hey, whatever, it's a minute detail of my day. I feel the webmaster then offended by using a tone of entitlement. While it did not make her dump the coffee it definitely inhibits her from learning your name. And perhaps, because something of the sort has happened on other occassions (french press?) she has no desire to learn your name?

Admittedly, sometimes when I encounter an entitled regular I sigh and help them with a smile but I ask them if they want their regular, get their regular and let them be. Because I'll cater to their will as long as they don't throw the same entitlement thing at my baristas. It's unfair and it hurts. The service industry sucks. I mean how do you know what my day has been like? How do you know that the construction guys doing our remodel weren't done at 4 am so I had to give coffee away for free outside, call my district and scare the crap out of her as well as fend of the drunk construction manager?

I mean it's all part of being considerate. Natalie wasn't considerate. She dumped out coffee and didn't consider that you would have enjoyed it. You weren't considerate. Way back long ago you started to have a grudge against Natalie.

And to the whole DM/Barista debate about dumping out the two ounces? Haha. Try taking that to corporate. Fire a barista for it, I DARE you, and then see the wrath come back. Because while yes, we have to keep in mind profitability it the basis of success -- it's also keeping customers coming through the door and enhancing partner lives. I'd love to be fired for an offence like that because I KNOW that Starbucks would be behind me 100%.

[Store Manager]

I just wanted to throw in a comment on the whole eating marked out pastries thing. EVERY store is EXPECTED to have a charity to donate their pastries too. If for some reason, that's not available, then in that case, pastries should be marked out and discarded or sampled to customers.

NOW, the reason partners aren't allowed to eat marked out pastries is because partners will inevitably say, "Oh, I'm not going to buy that bagel on my 10 and I'll just eat it for free when it gets marked out." That's wrong.

[Deusx]

I wouldn't be so sure Lauren. The biggest complaint I have with the company is that they will back a DM, almost to the point of insanity, in a situation.
We had a DM who had been reported numerous times for violations of policy and star skills. He had been caught trying to force a shift to use the barista crew to clean up a bathroom covered in shit instead of calling hazmat. This same DM had every manager under him out for blood when they had skip level meetings with the regional. Finally, a wrongful dismissal suit AND a harassment suit was sent to corporate. What happened to this DM? He got promoted.

[ExSFBarista]

to "DM Who Cares" -- It's called Being Legendary, and Just Say Yes. We have a lot of latitude to make our customers happy. 2 ounces of coffee falls into that category.

If you think otherwise, I suspect you'd be happier in another line of work.

And what about surprise and delight? Is this still going?

[Lucky McBucky]

That's more like it!!!

Finally some posts from Partners that understand the reason why we open our doors everyday! I would imagine that the Partners at the stores overseen by the "DM who cares" are scared to death when they see him/her coming. There are as many GOOD reasons to provide the drink to the customers as there are potential P&AP issues. It needs to be taken on a case by case basis and discussed from there. Alot of what we do is not "black and white" but very, very Gray.

To any and all Partners that intentionally make "mistakes" to give them away, it is only a matter of time until the practice catches up to you. The rest can not be second guessing their decisions around "just say yes", otherwise they will hesitate to do the right thing for fear of "getting fired".

It is called leadership through fear.

[SM]

"DM Who Cares" -
You are way out of line discussing your policies and thoughts with baristas, managers, and the public in this forum. I can't believe you are actually a DM, and if you are, you have clearly not been with Starbucks long. "Care to share the name of your store?" Is that really your jurisdiction? Not at all.
You are a bully.
I'm glad you're not my DM.

[DM WHO CARES IS FULL OF SH*T]

Ha Ha DM who cares you are so full of it! You are like a free coffee nazi. Do you relize that by giving someone an upsize you lose maybe 30 cents, but when they come back for more service how much are you gaining? Lots more, plus the people they tell.

Can we "Just Say Yes"? Wow it seems that if starbucks was that concerned about giving things away there would be no "just say yes". And please, since you are so almighty, share with us your district so we can all come work for you, cause you sound GREAT!

[rainey]

I have never visited here before but may I say that District Manager Who Cares makes me think that I'm glad we have Coffee Bean & Tea Leaf and Peet's Coffee in my area as alternatives.

For one thing, Starbucks is mighty expensive coffee by any measure. If it isn't served as part of a positive experience, what's the point of paying that extra premium price. Generally speaking, my experience of Starbucks is cordial and highly respectful of customers and that's why I go back. At any time I felt I was treated in a snotty manner by a barista I'd want to know that he/she was the exception to the rule and NOT that his/her petty behavior was going to be backed up by corporate policy that put 2¢ of profit above hospitality.

For another, if your statement is that your coffee is of so little value that pouring it down a drain is an acceptable alternative to letting a regular customer enjoy it, I ask myself why I'd be willing to pay a premium price for what you consider trash.

Finally, I hope everyone who uses a prepaid card remembers to take a quarter or 50¢ out of their pockets to tip the warm and responsive barristas you encounter. Those cards have two purposes — neither of which is to the advantage of the human beings on either side of the transaction. One is to keep employees from pocketing cash and the other is to remove the consumers' option of choosing other retailers. I say, put the "human" back into the transaction even at the cost of some marginal loss.

People like the barrista in question and District Manager Who Cares are Starbuck's worst possible face. I hope that they're the exception but anytime I think they're not, I'm brewing a pot of tea at home or heading off to CB&TL or Peet's (both of whom, as it turns out, have much superior tea).

[TonySan]

First of all, Webmaster, I feel really bad for how you were treated. You were definitely not given legendary service and that really sucks. There are those of us who try to give every customer legendary service (Yes, yes, I know it's hard) and to hear stories like this, it honestly pisses me off because I see it as someone else undermining the work that those of us who care do.

I think that the one element that seems to have been the primary cause is the blatant lack of communication on Natalie's part. A simple explanation such as, "I'm sorry we're out of tall for here mugs but if you'd like I can discard the excess or give you the grande for the price of the tall" would have eliminated this problem.

Communication, people, that's the key. Our customers are not children, they are educated adults who can make their own decisions. Let's treat them with the Respect and Dignity that our guiding principles begin with.

And that's my 2 cents. =0)

[STARBUCKS GOSSIP webmaster]

A quick update: Today I worked out of the Starbucks on Waukegan Rd./Lake Cook Rd. in Deerfield. I asked -- again -- for a "tall Sumatra for here." I was served coffee in the same size ceramic cup as yesterday, and it was filled to the top. Everything was fine. I got legendary service -- not "Natalie service."

[coffeeguy :)]

glad to hear it.

[Cozywinter32]

What does it mean when you order "for here"? I have always received the paper cups, i never knew there was such thing as a ceramic cup?

[Java Slinger]

Consider that 2oz an investment... You can't buy the loyalty some Starbucks customers show, but you can scare them off.

[MISTA CAWFEE]

The baristas at mine have never done that. Occasionally they'll even "upgrade" it without charging me for it.

[Jason]

Webmaster,

First I'd like to apologize at how some of the partners on this forum are acting, and for Natalie's nehavior in the store you visited. At my store, anytime we accidently make a size larger than what the customer ordered, it's just going to go to waste, so we give the customer that size. As far as I know, that's standard practice in ALL Stores. If not, then the partners running/staffed at that store arent A) Using their behaviors and B) Not developing Enthusiastically Satisfied Customers. It was pretty crappy of that partner. Too bad you're not a customer at my store! :-)

Goodwill begets goodwill.

What you have here is a classic example of poor behavior (Natalie) followed by poor behavior (Webmaster). What gets me is that you have some baristas on here just screaming, "I'm sorry","Wish you were in my store", "On behalf of Starbucks, I apologize". Blah blah blah. The problem is letting customers get away with crap like this and you perpetuate poor behavior that never gets checked. I see it all the time in my store. Some of the partners I work with seem to love to get walked all over by sassy customers who think you are "just" a barista. Then my coworkers just smile with glee and wish them a happy day. Good grief. You wonder why there are Natialie's in Starbucks?

Natalie may be an ass, but the bigger ass is the one who escalates it. Just my opinion. Of course I was never there. For all we know, this whole episode may be fictitious. Terminate Natalie, and have a discussion with this customer to lose his snippy attitude. Or else find another coffee shop.

"If you hadn't tossed the two-ounces, it would have all evened out at the end."

Yeah a real wise ass. If you had said that to me I would have been silent too. But I would have added a little smirk of "You just got yourself blacklisted".

Excuse me now while I get ready for my fouth Partner of the Month Award here on the coast! Oh and about upgrades, I give them. But I decide who gets them and your damn straight I charge for it! :)

Moral of this story? Weed out the bad partners in your store. As for snippy customers with attitude, you call them on it right there! Talk about silence! It stops them right in their tracks!

[Deusx]

I don't think the Webmaster was being snippy really. Like I said before, it felt like HERE he expressed some entitlement, but at the store, Natalie should be bitch slapped with the star skills manual (around here we call that using the pointy part of the star). I've been tempted for days now to call that store and ask to speak to Natalie so I could genially and respectfully ask her what the hell her problem is.

Oh my gosh, do it, that would be awesome.. let us know how it goes!

"For another, if your statement is that your coffee is of so little value that pouring it down a drain is an acceptable alternative to letting a regular customer enjoy it, I ask myself why I'd be willing to pay a premium price for what you consider trash. "

Brewed coffee/drip is pretty inexpensive @ less than $2 a cup so yeah, its no biggie to dump it out. On the other hand, with espresso bevs you're paying $4-$5 because of the milk and syrups (and other 5-10 modifiers)...so...yeah, you're not really paying a premium price for drip coffee that sbux considers "trash"

[Barista to the Stars]

DM who Cares:

First of all, exactly what do you care about?

I DON'T hand out a grande when the customer ordered a tall unless it's my mistake. If I pull the wrong size coffee or make the wrong size latte it's my fault. And I'm not going to make the customer wait while I remake the drink, unless they want to. Nor am I going to throw away perfectly good, fresh product when I can sample it out and give someone the opportunity to try something different.

Second, not a problem. You want to know where I work? I'll tell when you tell. Post your name and district and I'll do the same, after I check your story.

'Cause I don't believe that you are a DM. I've never met a DM who had such a poor perception of Starbucks. Period.

So step up or shut up.

Barista to the Stars

[SM]

Starbucks Gossip Webmaster should not have posted Natalie's name on this website.... that's not playing fair. He's using his clout to expose her to everyone on the internet, and we all know there's some dangerous creeps out there.
Please think twice before doing that again, Jim.

[SM]

"DM Who Cares" has fallen strangely silent..... so let me echo Barista To the Stars.... "step up or shut up."

[dave]

Okay, seriously.

You order tall.

Girl gives you grande.

You say "I ordered a tall."

Girl corrects the mistake.

What was she supposed to do, ignore you?

[416barista]

DM who cares....

You say the barista who made mistakes, and I'm saying mistakes not giving away product on purpose, was terminated??

Wouldn't the fact that the partner was making so many mistakes go to show something about the training they recieved?? If they made that many mistakes I would look at who trained them and then look at the Store Manager!!

If I make a mistake, I do like Coffeeguy:) said and use the situation to an advantage. Inform the customer of the mistake and let them decide if they want the upsize or just what they ordered and make them happy!!

[cornfrost]

Guys: The recent posts seem to be missing the point, which is the pettiness and nastiness of Natalie.
I would note that it was her colleague who made the "mistake" of pouring a grande when the customer asked for a tall. I would also note that she is unnecessarily butting into the transaction. It really annoys me when any partner does this. Why is she second-guessing and questioning and micro-managing the the guy who poured the coffee? That's another problem.

[Brenda]

What is "blacklisting"?

Just curious...

[Lou Sussler]

This thread, like many others, keeps making reference to the amount of food and drink given away at Starbucks.

I would like to ask to whom?

I'm in my store 2 to 4 times a week since it opened several years ago. The Baristas know my order, I know they recognize me, I use the card but still tip once in a while yet I have never once received anything for free or even been upgraded.

In fact, the opposite occurs. My drink April through October is a Venti Iced Decaf Coffee. On occasion, they are out of Iced Decaf in the afternoon. The first time that happened, they offered a Venti Iced Decaf Americano instead. That seemed reasonable to me so I took it. They charged me for the Americano instead of the drip which was considerably more. The next time it happened, I just said "No thanks" and had a hot decaf instead.

I'm not saying that I am entitled to the Americano for the price of the drip. I certainly wouldn't suggest it to the Barista, but on the other hand these threads are rampant with people telling of how much they just give away. How does one get on this gravy train?

[DD]

Hey, "DM", how'd you get promoted to your position if you can't even spell correctly?

Deusx, I'm with you. And with the one who pointed out the math of throwing out the first drink and completely remaking it.

[Floormaster Squeeze]

I get a kick out of people defending Natalie in such a knee-jerk way. It is interesting that reference is made to a whole bunch of managerial insights/corporate philosophies/repeated-game theory etc.

The bottom line is that she (mildly to be sure) offended a customer. The only lesson is to try even harder to get the customer's order right the first time (and if you get it wrong you should be respectful and generous in response). There is NO excuse for dumping product in front of a customer (I wasn't there but I do not necessarily think it was motivated by spite but more a misplaced attachment to $*).

I have been at places where mistakes were made by staff in which they made me feel like a winner in the end (a smoothie place often asks me if I want ANOTHER cup if they make too much--no charge). That is just smart business.

[rainey]

Just yesterday my husband and I went into a Starbucks for lattes using our own travel mugs. My husband ordered grandes. When I picked mine up the barista told me the cup only held a little bit more than a tall so next time I shouldn't order a grande.

I appreciate that she made the clear to me but no one offered to refund the price of a grande and I can't tell you how many times baristas have just handed it over to me as though it were a grande.

Does this street run both ways, District Manager Who Cares?

Lou, iced coffee and iced Americanos are the same price.

[ej317]

I always have an opposite type problem. They ask me if I want room for cream, I say yes please and then they proceed to fill it way too full anyway.

[phranqlin]

When you give customers the benefit of mistakes made in their favor, you make them happy. Happy customers will come back to your store and buy a lot more coffee from you. They'll also say nice things about your store to their friends, who may decide to patronize your store instead of the one down the block specifically because they heard good things about it. It seems to me that this would more than compensate for the relatively small amount of product that would be involved.

On the other hand, when you act pissy and anal about mistakes made in a customer's favor, you'll eventually drive them away. They'll also tell their friends that your store has miserable service. All of them will go out of their way to patronize the store down the block instead of yours because you treated them badly. It seems to me that the relatively small amount of product saved wouldn't compensate for potential lost sales.

[me]

I have drank starbucks coffee............Honestly I'll never drink it again.I'll stick with my FOLGERS.

[Lou Sussler]

Really, I seem to recall paying more. I have no reason to doubt you anon but I may conduct my own pricing experiment.

[cornfrost]

Phranqlin, you make an excellent point.
I know that DM who cares is into that extra 4 cents per transaction, but there is enormous waste (and idiocy) that goes on at sbux, which I am sure costs way more than that. We routinely have one partner who takes his markout (and someone else's -- I actually thinks he sells it to people at his other job), double bags it in a small shopping bag, takes marked out pastries and double bags them, then double bags the whole thing in a big shopping bag. Basically, he uses six shopping bags three or four times a week. I can't remember how much they cost -- 8 cents each?
Not to mention the endless cups thrown away -- and a cup plus lid plus sleeve costs about 20 cents all told. And the unrotated milk that expires. And the idiots who make 10 whipped creams out of half-and-half.
So if the topic is saving money at the expense of customer goodwill -- well, there are other, better, ways to save money than to diss the customers.

[Karla]

I'm surprised by the righteous indignation of the barista posters. It's not that a regular customer expects something extra; it's that he expects you not to be a letter-of-the-law punk. The coffee-grubbing wasn't particularly warranted, and it looks like an ugly display of power.

[coffeemistress]

I agree Natialies name should not have been posted.Come on use a little commen sense.With all the horrible problems in the world right now this whole subject seems more than a little silly.I think webmaster has way too much time on their hands.

[Ron]

At first I was all on Jim's side, but on reflection it really does seem like when he said "I asked for a tall" that it could easily be interpreted as asking her to pour some out.
She should have communicated and verified, but I don't think she's the nasty evil manager I was thinking she was at first.

[Sheik]

Banker: "Here is your $20 you requested out of your savings account."

Customer: "I only wanted $10."

Banker: "My mistake.. keep a free $10!"

---

Hmmmm?????

[TWM]

FYI, the Blind Faith Cafe, the excellent vegetarian restaurant across the street from the Chicago/Dempster Starbucks, usually has excellent coffee.

[FormerSBX]

This is so funny...you would think this was a controversy rivaling that of a congressional debate. I am amazed at so many comments and emotion displayed over "2 oz of coffee". Bottom line: Policies dictate that you get what you paid for, but going to Starbucks is supposed to be about experience.

If a barista makes a mistake, in the instance of this account, they are within their "duty" to give the customer what they ordered, but going above the call of duty and making a lasting impression is the point here I think. Not a rigid adherence to guidelines- which is what they are- GUIDElines.

Can we all say…new topic? Talk about beating a dead horse!

[stickler]

I don't know the Starbucks code of ethics, but in the retail places I've worked, this incident would have fallen under the you-shall-benefit-from-our-mistake clause. Natalie thought the cup appeared to be slightly overfilled, but it sounds like she was just eyeballing it. Is she that much of an expert? She probably embarrassed the customer (by taking his cup and pouring out what she didn't think he deserved to get, despite the fact that another employee had just deemed it appropriate), when none of this was his fault. If Natalie has a problem with how much coffee her coworker puts in cups, she should take it up with him privately, not make a show in front of a customer. Can you imagine a manager at McDonald's coming over and, just as you are about to pay, grabbing your "small fry" off the tray and dumping out five or six fries before returning the bag to you? If I ask for and pay for a small fry (or a tall coffee) and I get extra, that's the fault of the employee, and that person may need better training. If I get more than I want due to an employee error, I am the one who should decide whether it ends up in the garbage or not. It all comes out in the wash (as they say)--Starbucks regularly underfills cups at customers' requests (when cream will be added), so they're saving money every time they do that.

Reading this thread, I'm glad I don't drink coffee anymore. Starbucks sucks!

[Brenda]

Well said, Stickler. I like your McDonald's analogy.

[exBarista]

Hearing a story like this out of context makes it difficult to really understand what was going on.
Obviously, the customer was offended, however, if that feeling is justified is impossible to determine w/o more depth.

As other coffee house employees have pointed out, it is not always easy to infer what a customer wants/means by only their words.

As a exBarista, I've heard comments such as yours from customers and every single one had a different meaning. For instance, a customer saying "I only ordered a small" when you see they have a large cup, in my experience has meant ALL of the following:

1. It not what I wanted, please take it back and correct it.

2. It's not what I wanted so I'll take it but don't charge me for more than I ordered.

3. I can't drink that much.

4. I'm in a bad mood and want to complain about something, obviously, your staff doesn't listen to your customers.

5. Wow. Thanks for giving me a little special treatment. You guys ROCK!

If you make a statement without a direct request or a gentle but explicit explanation of what you want that person to do about it, you leave them to read your mind and infer what it is you want them to DO (if anything). And often, when they try to do this, they will guess WRONG.

Multiply this by hundreds of customers a day. Suddenly, what seems like a simple customer service job becomes a complex blend of psychology, service and Psychic ability. Remember, they are often paid minimum wage.

When I was a barista, I worked for near minimum wage and my company treated it's employees like expendable cogs. Yet I LOVED working in a coffee shop and had great relationships with many regulars. Still, no matter how much I tried, I couldn't read every person's mind every time they came in. The good customers would tell me, in a kind way, if something wasn't up to their desires/expectations and what they'd like to see happen in the future. I did the same for them.

Also, in my store, 80% of the non management employees were part time teenagers and college students in their early 20's. They simply do not, and cannot, have the life, communication and work environment skills to handle the subtle nuances needed to be excellent customer service employees. Some develop those skills in jobs like these, others are simply waiting for the paycheck and don't invest in this job. You are rarely going to get the quality of interpersonal skills and business acumen from a 22 year old art major you would from a 40 something CEO of a large corporation or even a 30's something human resources professional, yet often people expect this.

Still, effective communication and respect on both sides made 90% of these errors of assumption (on both sides) not only go away but make us all feel better about our experiences. We all looked forward to our daily shared smile over a cup of joe.

The solution: don't make assumptions about a person's intention behind an action and don't make vague comments and expect the other person to infer what, or if, you want them to DO something. Be direct with respect and communicate your needs/desires. Telling your story here may make you feel better, but it won't do a thing for your Starbuck's experiences in the future. Do you want to solve this or do you just need to vent?

[Dave]

We're not defending whether or not Natalie was rude, we're defending the fact that she gave you what you wanted, and decrying that you were rude about that.

Here's the deal. WAY more often than not, in fact almost every time, when I've accidentally given a customer more than they wanted on a plain coffee, then they take it back and actually ASK me to pour some of it out. This is because they either want room for milk or room so it doesn't slosh around and spill over in the car.

So from the barista's standpoint, someone who gives us an attitude when they don't get more than what they ordered is just another rude customer with an unwarranted sense of entitlement. Honestly you're probably in about the 5% of people who actually don't mind having more coffee in your cup than you ordered.

[DT]

Stickler...nice try but no comparison. Natalie's defense (which she could have clarified i agree) is likely that she believed the customer wanted the extra room for cream, and was simply trying to give them what they asked for so that they wouldn't have to dump out the coffee.

It'd be like asking for a double quarter pounder with only one patty, and then having the cook at McDonald's open the burger (hypothetically in a totally sanitary way) and remove the extra patty that you didn't ask for.

wouldn't you WANT that to happen? rather than getting something that you specifically requested not to have?

[exBarista]

Continued from above post:

When I was a barista, I worked for near minimum wage and my company treated it's employees like expendable cogs. Yet I LOVED working in a coffee shop and had great relationships with many regulars. Still, no matter how much I tried, I couldn't read every person's mind every time they came in. The good customers would tell me, in a kind way, if something wasn't up to their desires/expectations and what they'd like to see happen in the future. I did the same for them.

Also, in my store, 80% of the non management employees were part time teenagers and college students in their early 20's. They simply do not, and cannot, have the life, communication and work environment skills to handle the subtle nuances needed to be excellent customer service employees. Some develop those skills in jobs like these, others are simply waiting for the paycheck and don't invest in this job. You are rarely going to get the quality of interpersonal skills and business acumen from a 22 year old art major you would from a 40 something CEO of a large corporation or even a 30's something human resources professional, yet often people expect this.

Still, effective communication and respect on both sides made 90% of these errors of assumption (on both sides) not only go away but make us all feel better about our experiences. We all looked forward to our daily shared smile over a cup of joe.

The solution: don't make assumptions about a person's intention behind an action and don't make vague comments and expect the other person to infer what, or if, you want them to DO something. Be direct with respect and communicate your needs/desires. Telling your story here may make you feel better, but it won't do a thing for your Starbuck's experiences in the future.

[ColdPack]

I've gone to that exact *$ in Evanston. Wow. It was a long time ago.
In any case, I'd never had thrown it away having not asked you first, as in, "You ordered a tall? Oh. Sorry. Since it's poured, do you still want that much, or would you rather I dump it?"
I was a bartender and that happened on occasion (you wanted a 12oz beer, not a pint? sorry about that... still want this? I'll charge you only for the 12 oz. Nobody ever said no, which I'm sure is no surprise to anyone.)

On the other hand, you wanted a tall and paid for a tall, Jim. And you got a tall. It's not really up to you to be outraged. They did nothing wrong. You got what you paid for.

Now, the French Press issue you mentioned?... now there's something to talk about...

CP

[just vente-ing]

Mistakes such as this should always to go in favor of the customer. A good manager would have acknowledged the mistake and asked you if you wanted the extra coffee before dumping it out and then instructed the barista (at another time if the store was busy) about the proper way to pour a correct cup of coffee.

Of course i wasn't there, but it sounds to me like maybe the barista was giving a little bit extra to a regular. Maybe Natalie was upset because that barista has a habit for doing that and been told before. That is still no excuse for what she did. She should have just called the "DM who cares" and got him fired.

I'd like that barista to be at my Starbucks. I get the ones that never seem to fill the cup high enough and then when you ask for a litte more give the "oh i thought you wanted room for cream" excuse. --and, no i am not a "regular" who always puts in cream. Hey, Starbucks DM, "shrink" is a problem in every retail business and those extra ounces probably do add up but i have question for you. Ever fire someone for consistantly under-pouring coffee?

If Starbucks is really that concerned about how much coffee goes in the cup (ounce and penny wise) then they should invest in machines that pour exactly the amount specified (1/2, 3/4 or full cup) and leave the barista's to make the latte's and macchiato's. That would also solve the refill problems.

[Java Jane]

I don't tip the baristas unless it's more than two drinks I'm ordering. I thought the protocol was that if you aren't receiving table service, you weren't required to tip...that a tip is just that, money for service above and beyond for counter employees...

Am I wrong here?

[Deusx]

I take it Jane, that you don't tip your bartenders either? Baristas are akin to bartenders, not food prep.

[STARBUCKS GOSSIP webmaster]

Java Jane -- There's an entire thread devoted to tipping. Your question is better posed there.

No, DT, I would _not_ like the cook at McDonald's to open my burger, remove a patty, throw that patty in the trash right in front of me, and hand me the adjusted (newly-single) Quarter Pounder. If I am served the wrong item due to an employee's mistake, I expect the retailer to replace my item with the correct one, not make a sloppy correction to the mistake. I consider what Natalie did to be a sloppy correction to her employee's mistake. And in my experience, Starbucks employees either ask if you want room for cream, or you tell them you want room for cream. They don't just pour your coffee out because they've _guessed_ you want room for cream. The customer in this case did not ask that there be room for cream in his cup.

And EXBARISTA, it's true that "it is not always easy to infer what a customer wants/means by only their words." That's why, when you are serving the very confusing and frustrating public, it's best to _ask_. It would not have been difficult for this barista to say, "Oops, it looks like we accidentally poured you a grande. Would you like me to dump the extra out?" By asking questions, you not only get to what the customer actually wants, but you are able to tell the nice customers (like our delightful webmaster) from the jerks (who just want something for free, etc.). For all we know, our delightful webmaster would have said, "Oh, what the hell, I'll go with the grande," in which case the kindly manager would have earned Starbucks an additional $5 (or whatever that upgrade goes for). She'd get a gold star!

[barista c]

Why don't you send a comment card instead of whining about it?

[stickler]

That "gold star" post was me, by the way, and I want to clarify one thing. When I say I expect a retailer to replace an order that was screwed up (rather than make a sloppy correction in front of me), I mean, in this case, that the Starbucks manager should have "replaced" the tall coffee with the grande. The error was made by the barista, and the manager should have made sure the customer didn't want that "bonus" before she dumped it. The way this scene appears to have played out, the manager either had her head in the clouds (and wasn't really thinking about what she was doing and/or assumed the customer didn't want the extra), or she dislikes this particular customer (hard to believe, really), and didn't want him to have one sip more than he paid for.

[connie]

IF that had been mine I'd have said never mind, and give me my money back.

If you want my money you can at least be polite. And by the way, since you don't make waitress wage I don't feel obligated to tip you unless you do something special for me.

As soon as I perfect a homemade version of frappucinos I will stay totally away from Starbucks.

[coffeeguy :)]

seriously who knew this topic would be such a wild fire.

Let me say it again The company just published this exact sceneario in the partner communications logs.

The result was that we are supposed to ask the customer nicely if they wish the extra coffee for free or if it's too much to drink.

If we make an honest error and the customer can drink the extra drink then just let them have it and save labour and money by not having to remake a new drink. This also shows the customer that you value their business and have no troubles communicating with them.

Of course if someone is deliberaty giving out free product it's a bad thing. Of course if someone does this mistake 20 times a day the shift or manager on duty should talk to them.

This is common sense. The company EXPECTS you to use common sense in delivering exceptional service. They promote people who do so. That's what the just say yes policy is partly about.

Please just next time use your heads out there. Talk to your customers. If you see obvious theft going on talk to your manager about it.

That's the bottom line here. Stop being snotty about every little detail of something so small that's not using your head.

Webmaster should have been asked if he wanted the extra coffee. That simple.
Thank you.

It was the girl who made the error. She rung up a grande. The customer ordered a tall.

Throwing the extra coffee in the sink is probably some reflective response that arose from the confusion surrounding this company. You can't teach genuine friendliness from the top of a corporate ladder. Attempts to micro-manage customer service are always complete failures. Leave it up to the day-to-day managers and put a leash on your bean counters.

Hire friendly people. It's really that simple.

[Amy Alkon]

This was a power grab by Natalie and the antithesis of the friendly, welcoming treatment I'm used to at Starbucks. The pastries are crappy at Starbucks, and a big part of what makes me like the place is the people who work there. At one of the Starbucks I go to, they always give a homeless guy I know a bag of sandwiches and pastry at the end of the night. I love them for it. You lose more business than you save by acting like Natalie did. Dumb.

[Heh interesting.]

I'm a REAL DM in the California area and honestly, the number one goal is to always please the customer. Even if this means going above and beyond our normal duties. Even if it means giving away a little free product, as long as it isn't just being givin away for the sake of being givin. Starbucks has the "just say yes" policy for a reason, and we never want to lose a customer. It's better to lose that 4 dollars then the entire customer forever.

[Don]

I've seen numerous comments about the customers on this thread including one that said as much that nasty customers deserve to be put in their place.
I find that if you go out of your way to be nice to these people it puts things back into perspective for them. They are used to being treated shabbily by other money grubbing companys. Lets get back to it being about the customer and the profits WILL come.

[FredTheCat]

For the record, I'm not a Starbucks customer. I've been to one once or twice when a friend I was with wished to stop but have never been to one of my own choosing. My remarks are not particular to Starbucks but to ANY business that deals with the public.

The relationship with the customer is everything. This is Marketing 101 stuff here. The act of pouring something out or throwing something out (ESPECIALLY in sight of the customer) rather than giving it to the customer is quite simply petty and an insult to the customer.

The proper line of action here would have been, as was previously pointed out, to ASK the customer. If there was a problem with the amount of coffee that was in the cup it should have been taken up at a later time with the person who filled the cup, out of earshot of the customer.

The customer really doesn't care what sort of day you've been having, or your construction issues. It's not their problem. The job of a frontline representative is to happily and courteously provide excellent service to each and every customer as if he or she were the only customer on the planet. It's not difficult to understand.

Kudos to the barristas and managers who have popped up to apologize for this unfortunate incident despite it having nothing to do with them whatsoever. They get it. "DM Who Cares" doesn't get it.

The part I find especially interesting is the undercurrent expectation of a tip that flows through a number of these posts. When Starbucks barristas go to a fast food place (say McDonalds) do they tip the counter staff? When they go to the grocery store do they tip the checkout clerk? Tips are REWARDS for special treatment, not an obligation because you performed the job for which you were hired.

Perhaps those extra 2 ounces would have generated a tip instead of creating a "bad taste" in the mouth of a customer. Just think of all the negative impressions generated by readers of this posting on the net. Over 2 stupid ounces of coffee.

[Brooklyn Kitchen]

Ugh. Why do you even go to Starbucks?

[Coffeefreak]

This is simple. Was the manager right/ Was the Webmaster correct? A good manager would simply have said this: "We accidently poured a grande. Would you like the extra coffee or would you like me to cut it to a tall. If you can handle the extra, it's on the house. Enjoy and thanks."

The friggin end. Kindness to customers and satisfaction. NOT attitude. And it WAS attitude.

[fred]

The starmaid was doing you a favor by pouring out that sumtra swill. Get over it you paid for a tall and got a tall.

I think they were simply provided you what you asked for, I have customers who request a "tall in a grande cup" and will ASK ME to dump out a little more if there's too much in it.

[416barista]

To the above poster.....

Asking for a tall in a grande is one thing because the customer is very specific, but asking for a for-here tall and getting a grande is not the same.

The customer should have been given the cup and asked if it was ok and if he said no, then the extra should have been dumped but it should have been the customers decision, not the partners.

[Boston Starbucks Rebel]

I bet Natalie is the type of manager who sits on her FAT ass her entire shift drinks banana coconut frappuccinos (r) blended coffees. I would hate to have her as an ASM, I bet she had to get down on her knees to get promoted there. Anyway, I say we should all prank call the store like I did and ask stupid questions.
1) Are frappuccinos cold? Simply a classic prank call.
2) What does Verona taste like? Also one of my favorite questions to ask.
3) What temperature does milk burn at? This is a good knowledge question.
4) What Starbucks cofffees are fair traded certified? Corporate social responsibility anyone?
5) Is Natalie there? Just to be mean and get her off her FAT butt.

[Former Bucker]

Good Lord in Heaven! There are something ridiculous like 120 replies to this posting!

I have worked a few different areas of retail/customer service (Starbucks, GAP, bar, etc.) in the past and, yes, we'd all like to think the philosophy "the customer is always right" holds true...but quite frankly, all of us service industry people (and customers too for that matter) know darn well that there are times when store patrons can be demanding, unreasonable, condescending, catty, and/or confrontational. We all, including this particular store manager, do the best we can in those situations. I'm not a shrink...I can't talk a person down when they are screaming that I must accept their return of baby clothes (visibly used, no tags, no receipt) because they were a gift that "didn't fit". That is just one of many examples of what customer service industry people deal with every day.

What not one single person on this blog knows is what really happened in the over-blown situation. Am I supposed to assume that Jim has correctly and impartially recounted the situation? That is highly unlikely since Jim decided to take the gutless route and post the manager's name and store location and himself stay under the shadow of anonymity. Where do you work Jim? Is there a blog where I can post critiques of your work, Jim?

Yes, I understand that it is possible that this manager may have done something to upset your delicate sensibilities, but think about this Jim - you say yourself you go to a Buck everyday (let's assume that you take Sundays off), that is 312 Starbucks experiences a year! And out of 312 times, this is THE WORST thing that's ever happened to you? Quibbling over something you didn't pay for, that caused you no physical or mental harm, that won't affect your life or daily trips to Starbucks in any real way...

My goodness...someone needs a hobby...

[cornfrost]

Jessica, if you think Jim is hiding under the shadow of anonymity, you are dead wrong.
He is one of the most widely known people in the media world.

[Former Bucker]

"He is one of the most widely known people in the media world. "

Well, then, who the heck is he?

Here you go Former Bucker, he even has his own wikipedia entry:

http://en.wikipedia.org/wiki/Jim_Romenesko

amazing ain't it... seems like a smart dude, but there he is every morning standing in frickin' line for a cup of joe.

Maybe it's different out there, but here in So. Cal, I swear to god you're waiting at least 20 minutes for a coffee in these places. Jim, get a Senseo and some Kona pods. You can thank me later.

[STARBUCKS GOSSIP webmaster]

>> there he is every morning standing in frickin' line for a cup of joe.

At 5:30 a.m., there is no line at Starbucks. I have the store to myself most mornings.

[Amy Alkon]

I live in So Cal, and I don't wait 20 minutes. And just a guess, but it's probably occurred to the Webmaster that he can make coffee at home.

P.S. Regarding the snarly post about the Webmaster's "anonymity," I doubt there's a journalist in America who doesn't know his name and read his blog...daily...or more. See below:

http://www.poynter.org/column.asp?id=45

[an Iowa City Starbucks patron]

I am both a Starbucks customer and have also worked on the service end of the food and beverage industry, and what I read from both customers of Starbucks and from the employees on this page is really rather disturbing. The only person that was there for the "incident" was the person who left the complaint. It's interesting to see how many people immediately place blame on the manager, "yes, what she did WAS spiteful..." Oh, yeah? How the hell would you know, not BEING there and all? And what reason, given the information, would she, could she, possibly have for being spiteful? Did he leave out the part when he called her the first generation of her family to walk upright? The customer seems like he thinks he was disrespected because he was initially overcharged, then disrespected when someone tried to make it right by giving him what he ordered, then disrespected when, again, he was given a refill within the confines of his request. What I can't believe is that he took the time to register a written complaint for...getting what he ordered. Both times. Did he get overcharged? No. Did they spill it all over him? No. Did they leave him waiting? No.
Curses! A Grande slipped right through his fingers! He asked for a refill, but "half to 3/4" full, and was given closer to a half.
He chose to interpret the manager's actions not as an effort to get him what he wanted, but as an effort to disrespect him by making sure that his cup NOT runneth over.
He has a card. He is a regular. What he is is emotionally needy.
The only noticeable spite is oozing from this guy, and from disgruntled baristas who, expert as they may be making coffee, have whole-heartedly jumped on the hearsay bandwagon and condemned this manager. Especially the "District Manager Who Cares", taking the hearsay as substantiated fact. I hope you don't deal with your own district's employees as irresponsibly as you have by attributing malice to "Natalie"'s actions.

Why didn't this guy come out and ask for what he really wanted, a HUG?

p.s. Biscotti is plural. Biscotta is singular. you can't write Biscotti on a single-serving package, people. Panini is plural. Panino is singular. If you want to use Italian in your marketing, make sure when you do you don't look like eejits. There's no such thing as one loaves of bread. There's no such thing as "a biscotti". Fix it.

[Barista sUz]

Oh wow. A mere 2 ounces. I work at Sbux, but we don't have mugs "for here" cos I work at the mall. And it's simply a grab and go drink. If you accidently give them a couple ounces, but they didn't want it, why not ask them if they wanted those extra ounces, otherwise you can dump some out for them [cos maybe they wanted room for milk/sugar]. Either way, charge them for a tall. Cos that's what they requested. It makes no sense to make a fuss over it. If it makes you feel better as a barista, pour a 6 oz coffee and drink it so you can partner bev an 8 oz.
If we dump a 1/4 of decaf every hr that no one seems to get, and partner bev. massive amounts of drinks we [partially] consume while working, then what's the deal with 2 ounces?!
At my store, I know my fellow partners would've done the same thing. There is no reason to make a spectacle over it, when it was a "mistake" on their part. When we make a drink wrong for someone, we'll generally ask if they want the "wrong" drink for free/know anyone that wants it and make the correct drink. Dumping something that we made on accident, is a waste when someone who has never had Sbux, could be enjoying it&could possibly make their day for such kind act.
I guess they never got the little "kindness" coupons we handed out last year when they introduced Pumpkin Spice.
If they can afford free drinks and samples, then lets not be a snob about it. I don't think that's part of Legendary service Sbux was striving for.

Natalie doesn't sound like she has legendary service and maybe she should just find a job elsewhere. She doesn't seem too interested in making her store a third home for you. I'm very surprised that she got that far as an ASM.
I mean, I admit I'm a bitch sometimes, &I hate people [cos I've been working in customer service jobs all my life], some customers are off-the-wall rude. But I can be nice MOST of the time, like when I got my store a legendary 5 star during one of our snapshots. But She is simply RUUUUUDE and should be sent an anonymous comment on the official Sbux site about her snootiness [is that a word?].

[Barista sUz]

IA City Patron, I think the person that really needs a hug, is YOU.
I work at an Sbux in Des Moines and have worked several service jobs that include a local restaurant, Hot Topic, Gap, Express, Borders Cafe, Wet Seal, etc. Some have been far worse than the other&my attitude is occassionally poor from it. But I still don't think that our webmaster was the wrong-doer.
It's nice of you to think of Natalie. But her reaction to it was not the Starbucks way. I mean, in the past she wouldn't even do a French Press cos "It tastes the same anyway." Geez, when we're swamped on a Saturday, my manager will have me make a French Press. Not that hard friends.

If you feel so strongly about "biscotti" send them a comment. I often do when I see obnoxious things that Sbux does.

[cornfrost]

Jim's original post reminds me of the daily sheet that shows a complaint/compliment from a customer. I always find them fascinating to read, partly because they are always extreme. Like the one about the couple who always came to Sbux and then the husband was killed in a car crash and the widow, who once thought Sbux was too expensive, now viewed it as her lifeline. (A true heartbreaker, that.) Or the ones about jerky partners who make customers wait and serve them crappy drinks. The point being that the kind of service given, and the perception by the customer, matters more than anything.

[Former Bucker]

Amy - In the one sentence of your PS, you made many assumptions. As a first time poster at starbucksgossip.com, until the anonymous poster filled me in, how in the world should I know the identity of the webmaster? All journalists know him? Does that mean that all posters on this site are journalists and everyone is in on it but me? I guess I should apologize for not being well versed in your industry.

Back to the subject at hand. To the Webmaster I say "Well done" (and actually mean it)! Your venting of a simple bad morning has stirred up an absolute frenzy. Wow.

[Jimmy Chang in NYC]

Oh dear. Jim seems to be just another egghead media type teaching to other eggheads. Or so it seems after reading about him. Honestly, what we have here is an elitist and everyone else be damned. Natalie included. And all over just a small amount of coffee he never wanted or paid for. Christ almighty! His perception and attitude nullifies anything Natalie did. Completely nullifies it. Natalie 1 Webmaster 0.

[Bill Stevens]

Why didn't she just dump it all down the toilet and eliminate the middleman?

[NeverEver]

I am amazed by the number of Starbucks customers and employees who think it's ok to be spiteful and rude, which this employee clearly was. What amazes me more is the lack of ability to reason or write exhibited by those same customers and omployees who love Starbucks.
Another confirmation that my decision to never set foot in Starbucks was the correct one, and one I'll continue to adhere to in the future.

[JinSanFran]

At my local *$ (which I frequent 4x a week) I see customers, every morning, pour out some of their coffee into to garbage cans at the condiments counter. I've notice none of them asked, "leave room for cream" or leave "jiggle" room (which I've asked for when I've got a long walk ahead of me during sidewalk rush hour). Not the same as Jim's situation but it seems just as wasteful.

On Another note, I'm disappointed that Natalie's name was posted & the African American woman's name wasn't. Did you ask? Did no one know it? Were there no other distinguishing physical characteristics (like the assistant mgr who's desribed as young & alt rockerish) to identify her other than African American? Natalie wasn't list as "the Caucasian." Why am I only the second poster to mention this? In case anyone is wondering, yes, I am a minority.

[Jimmy Chang in NYC]

Jinsanfran, You noticed it because you ARE a minority and are hypersensitive about it. But you have raised a valid point. But then again we are talking about an elitist here after all. Two ounces of his own bitch fest that is still going.

Tool

You know, I've visited this blog for a long time now, and the tone here is a lot different than it used to be...like bitter espresso compared to soothing dark roast. Whatever, I'm sorry if I mentioned tipping in this thread, thanks for re-directing me Webmaster of Gossip that is Starbucks. And to answer, I always tip a bartender, but they don't have a jar on the bar most of the time. I'll continue my questions at this other thread for barista clarification on this subject.

As far as asking and getting, I bring in my *$-brand refillable thermos and distinctly ask for a "tall", but they insist on filling it up all the way and then want to charge me for a grande or venti! I can't drink that much coffee--I'm not *trying* to get more for less.

Should I make a placard with arrows indicating how much I want?

I have just noticed a lack of friendly service from a lot of the baristas lately...not ALL of them...the perky cutenes