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September 14, 2006
A reader asks: "Is it fair for a customer to order a 'ghetto-latte'?"
The STARBUCKS GOSSIP reader writes:
Is it fair/right for a customer to order what we, at my store, call a "ghetto-latte"?
The "ghetto-latte" is ordering any size Iced Americano, with no water and half ice (This lady's drink is an Iced Venti, no water, half ice, Americano). She then takes the drink and goes to the condiments bar and adds her own half and half.
She and her boy toy came in the other day and both ordered a Venti and Grande ghetto-latte. We just happened to not have the half and half out at the condiment bar. When she ordered the drink, I then immediately said, "and ma'am what kind of dairy would you like?" She then said, "Oh I'll add it myself thank you." But I had to let her know we didn't have any out at the very moment. She asked for half and half of course.
Now my problem with that is... her 2 drinks cost $4.82 (entered as iced grande and venti americanos).
The EXACT drink she orders as we have it on our menu (with all the shots and milk she is actually getting) are called Iced Quad Venti Breve Latte and an Iced Triple Grande Breve Latte.
Venti (and Grande) Americanos come with 4 and 3 shots (respectively) of espresso and then water (and ice).
Lattes are 2 shots (and 2, respectively) espresso, milk and Ice.
Additional shots are $.55. Half and Half (breve) is also an additional charge.
The cost of those 2 drinks (as Lattes) is $10.24 or so!!!!
Is this just a case of the customer being savvy enough to play the system? Or should they be asked to stop? I personally feel they should be asked to stop.
Go ahead and weigh in on this.
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Comments
I agree- we call it a "poor mans latte" its so frustrating. we also get 'doppios over ice in a venti cup'.. i mean come on. My favorite is when they use all the dairy and then they bitch that there is no left-- well no kidding you just used it all!!
Posted by: Florida barista | Sep 6, 2006 1:43:35 PM
I think if it becomes a habit with a regular customer something should be said to them. The condiment bar is called a "condiment" bar for a reason. The milk should be used as a condiment, not the base of a beverage. Then the "Just Say Yes" policy comes into play where in all actuality we probably cannot do a thing about it unless it gets out of control. It gets on my nerves when people do this, but then I say to myself, "it's just coffee." It is nice to know that it doesn't just happen at my store though.
Posted by: VegasASM | Sep 6, 2006 2:34:05 PM
they may be cheating the system, but they're not cheating us as baristas. Sure they're cheating Starbucks out of a little money, but we're still making money off of them and in the end they are just driving up the prices for their fellow customers.
*shrug*
it's great when partners are invested in the store, it's bad when they're overly possessive of all the product
Posted by: DT | Sep 6, 2006 2:34:16 PM
i personally applaud these people for what they're doing. they're smart enough to not fall for the extra charges when the free milk is sitting right there. granted, they're making starbucks lose money, but does starbucks really need that extra money? no.
Posted by: | Sep 6, 2006 2:55:59 PM
I dubbed it a "Fake Latte" at my store.
I also coined a "Fake Chai Latte" because a woman comes in and orders a Grande tea (chai tea bags) and then asks for 2 and a half inches of fresh steamed whole milk.
Pretty funny considering Starbucks is introducing the same exact thing called the Tazo Tea Misto this Fall......
I applaud all these people for discovering loop holes. Let them get their free crap! God will judge them later I guess. (ha ha)
Posted by: Sheik | Sep 6, 2006 3:09:20 PM
I have to say that this is a sucky thing to do. The custome can't afford the actual drink, then get a smaller size, or don't get it at all. If I saw the customer coming in everyday, I would probably say soemthing to my SM and see what he said about it. If it was my store, I can't say at this point as I'm new with the company. Using my knowledge so far, I would have to say they would need to be confronted about it. Granted it's not that much, but it's the fact that two venti's take up a bit of milk, probably all that is left in one of those canisters.
Now, If this is something that they do once a week, I probably wouldn't say anything and just eat the cost.
Ask me in a couple months and I might have a completely different answer for you. :)
Posted by: Scorpio370 | Sep 6, 2006 3:13:35 PM
i'd ask the writer of the thought if s/he thinks people who don't use milk or sugar should get a discount?
these cusotmers have learned how to play the game, and it doesn't really cost that much.
do you think the extra 6 oz of milk is really worth the $4 extra?
cause where i come from, milk isn't nearly that expensive...
DT said it right: "it's great when partners are invested in the store, it's bad when they're overly possessive of all the product"
Posted by: | Sep 6, 2006 3:13:58 PM
PS: Customers who order these fake drinks DEMAND (note: not TELL us... they) DEMAND we charge them for however many shots and NOT an Americano. If all they want are 3 shots in a Grande cup, all they should be charged for (acc'd to them) are 3 shots (GRAND + ESPRE buttons) = "Triple Espresso"
Posted by: Sheik | Sep 6, 2006 3:22:31 PM
Had customers try this before and the manager when she found out always shot them down and charged them the extra.
This isn't about starbucks losing money. This is a bout the other customers accually getting ticked off at the "poor man's latte" becuase this accursed woman kept using up all their cream.
It accually got some of the customers pretty upset at her.
I say no to it only becuase it's not fair that she steal all the cream from other paying customers who now have to wait for us to pull a fresh cream out of the fridge every day after she comes in.
Say no to this going on. It's not fair to your other customers who use those creams too.
Posted by: coffeeguy | Sep 6, 2006 3:22:56 PM
saying no to this would be wrong.
instead, try handing her a half and half carton (like you would for soy) with their drink... that way you both win.
i tell customers all the time how to get their drinks for cheaper - and when they are already spending hundreds of dollars a month, it doesn't really hurt us that badly, since they feel more loyalty and will be customers for life that way.
be honest.
this guy got a triple long extra pump white mocha, by the time we went to put the milk in the cup - there was less than an inch of room. he paid over $5.50 for the drink, when if he ordered a triple long espresso con panna with WM it would have cost less than $4.
so i told him. he was shocked, since he'd be buying this drink for months at the $6 mark at his usual starbucks...
guess which one he became a regular at now?
while it's just shifting the money from one store to another, imagine if he had been a competitors regular, and had just stopped in my 'bux...
think about how much milk we waste on a daily basis ensuring standards are met: dumping condiment milks after 1 hour, not double steaming milk, or dumping it after it goes below 140...
we throw away way more milk than the one or two customers who sneak more than 'they should'...
relax. it's just coffee.
(or milk)
Posted by: nickname | Sep 6, 2006 3:45:24 PM
i love how people "applaud" this sort of thing when it happens at starbucks, but if this happened at any other retail establishment it would be, well, stealing...
what exactly makes this okay at starbucks?
i'm not being an asshole, i honestly want an explanation from the above people who seem to think it's okay to do this.
that being said, it doesn't happen a lot at my store, so it's not something i've had to deal with too much.
it's kind of amusing though how the people who do do it seem to think they're so clever. like they've beaten the system or something. trust me, folks, if you're doing it we've already seen it. *sigh*
Posted by: CuteBarista! | Sep 6, 2006 3:50:19 PM
I never knew how cheap people can be until I started in at the store in the most upscale part of town. People do all kinds of crap to be cheap. I've seen super rich people dig a cup out of the trash and present it for a refill. I've seen a guy ask for a $0.25 refund because he ordered a venti americano in a grande cup, not a quad grande Americano, I've seen the triple shot on ice in a venti cup and fill it up at the condiment bar trick, then the old "that was supposed to be soy" or "that was a Vanilla latte" at the handoff trick, I've seen it all. A lot of VERY rich people will go to extreme measures to hold on to a few dimes.
Posted by: JustABarista | Sep 6, 2006 3:51:37 PM
If you, the barista, add the dairy to the drink, they should be charged for it. Simply because it's labor. Otherwise, if they wish to add anything to their drinks from the condiment bar themselves, they can. The moment the barista's start adding it, though, and this is what corporate says, they have to be charged.
Another interesting thing is that a Venti Americano (4oz of Espresso) is less than a Quad Grande Americano, another way to knock off some money, but these things aren't as bad as this Ghetto Latte. I say charge if you add it. Otherwise, no.
Posted by: Jason | Sep 6, 2006 3:52:31 PM
sheik - i've had people come in and order tea mistos since last winter, you're supposed to charge for the size+tea+ADD DAIRY (on the syrup/milk screen i believe). i guess until there's a "tazo tea misto" you should charge like this.
by the way, does anyone know where i can find that long-rumored 25 page guide to starbucks drinks? i'd like to try to cover them all, instead of having to ask the customer "what's that?"
Posted by: barista chica | Sep 6, 2006 4:11:30 PM
I get americanos filled with just a little water and actually extra ice. It has to be made just perfect with approximately the ice touching the bottom with just enough water. I like my americanos black though so it tastes better. I think these people are so stupid because they will obviously die for clogged arteries. THink about it like 8 ounces of breve is alot of fat to go in their body. At least she will end up with a fat ass.
Posted by: Boston Starbucks Rebel | Sep 6, 2006 4:12:35 PM
I agree in part to Jason. If somebody wants anything steamed in their drink they should be charged for it no matter what because it goes towards labor. If it is cold though, used as a condiment, and we just pour it in, they should not be charged. I'm not saying we should charge for the ghetto latte, but it is quite ridiculous.
Posted by: VEGASASM | Sep 6, 2006 4:13:32 PM
Personally, I'm torn over this subject. Frankly, in my store this never happens; this "Ghetto latte" deal but we do have another ways to pinch a dollar. Like the Tea Refills which I use when I'm out or Iced coffee refills or brewed coffee and they want steamed half and half. People come in at 6am for a refill when they haven't even had their first one. I understand they want to save some money but to what cost? Where does the Just say Yes policy end and the ethical right thing to do begin?
Posted by: James the Barista | Sep 6, 2006 4:21:46 PM
Responding to James, I have this guy who comes in every morning and tries to ask for a refill. We all know he has not been in yet so we always charge him full price. Obvisouly from then on it will be a refill. This is one instance where you do not have to "Just Say Yes."
Posted by: VEGASASM | Sep 6, 2006 4:27:57 PM
We use to get a homeless guy at my store that would ask for a Venti hot water, then he would go to the condiment bar and empty 1/3 into the trash can. He would then proceed to add tons and tons of mocha power into the cup, in addition to tons and tons of sugar. After that he would stir the "drink" up and top it off with dairy. That's what we called a "ghetto hot chocolate." Hehehe, pretty clever but we eventually put an end to it.
Posted by: formerly "anon" | Sep 6, 2006 4:35:26 PM
My favored hot tea is one of the cheapest things on the menu.
I order "Awake," or whatever "breakfast tea" is for sale -- and since it's breakfast tea, I drink it with milk and sugar. Breakfast tea without a good dollop of milk or halfandhalf is unthinkable.
So if dairy is the determining factor in the current price structure, something's pretty screwy to begin with. ;)
Posted by: teasipper | Sep 6, 2006 4:38:23 PM
Its not being crafty or smart, its being cheap. All the baristas know what they are doing anyway. But, just say yes right? If these ppl are ok with being looked down and judged for being penny pinchers then fine.
wouldnt it be great if they would tip the difference?
Posted by: a barista | Sep 6, 2006 4:38:45 PM
Our location is seeing more of these "ghetto" drinks. My frustration is also with the condiment bar aspect. Twice I sent someone out to refresh the condiment bar milks and then immediatly after I had guests complain about no milk on the condiment bar. I finally figured out what was going on. Our guests were more aggrivated than us.
Posted by: frenchpressed | Sep 6, 2006 4:39:21 PM
I'm amazed at the amount of you willing to make other customers suffer becuase someone is trying to pinch a few pennies.
The condiment bar is a not a make your drink buffet. It's a condiment bar.
Not to mention your violating one of the primary company goals.
"Recognize that profitability is essential to our future success"
Posted by: coffeeguy | Sep 6, 2006 4:54:24 PM
Coffeeguy: Now is "profitability" above and below "enthusiastically satisfied customers" on your scale?
Posted by: DT | Sep 6, 2006 4:55:53 PM
Cutebarista: Oh I definately still think it's stealing. Hell, try this anywhere else and they'd prolly call the cops/throw you out. But because we're in the "magical world of starbucks" it's okay. It's also okay when someone grabs a handful of Sugar in the Raw and tosses it in their purse along with some Splenda "for later."
Welcome to the magical world of Starbucks. Sometimes I wish I worked for a company that cared about these things so that I could take out my day-to-day frustrations on what are essentially thieves, but then I realized that I can't have everything in life and I'd rather have my benefits and my great relationships with my customers. And as nickname is so fond of asking himself "what would howie do?"
Posted by: DT | Sep 6, 2006 4:59:32 PM
cute barista:
i don't frequent enough places to have figured out any price savers like i could at starbucks, but if i could then it would be crafty (or cheap) and i would be okay with it.
no other place i go to is as customizable as starbucks is, and so...
although i take MANY MANY pickles when i go to quizznos. i could see one of their employees thinking i was 'stealing' since i eat them with my chips as well (free dill pickle chips!)
but the whole thing (again) is that the big boss guy in the sky has decreed that your job (and mine) is to say yes..
stop taking it so personal that people are trying to get as much as they can for as little as possible..
Posted by: | Sep 6, 2006 5:00:33 PM
^^^^^^^
(sorry, that was me)
Posted by: nickname | Sep 6, 2006 5:02:02 PM
mmmm, quiznos is damm delicious eh nickname?
sorry i had such a bug up my ass last week...i was in a really bad place in my life for a few days. but it popped on saturday and i was like...absurdly legendary. one of my partners even went "ummm i was worried you were on something," I've been so giddy and happy.
Posted by: DT | Sep 6, 2006 5:05:51 PM
At least some other companies are stepping up to bat after Starbucks email coupon faux pas. How chincy - not the best word of mouth campaign isn't it. I'll have a double shot of better customer service please.
Posted by: Marilee Veniegas | Sep 6, 2006 5:25:53 PM
Accually yes when it comes to people stealing I do put profit ahead of just saying yes as does any manager or district i've talked to about this kind of thing.
It's one thing to point out to a customer how to save money. I've done it before.
But it's another to esentially give them a free drink (about the price of a grande brewed cofee) every day in day out. Hell we may as well start giving random people a free coffee on the house then heaven forbid they fork over the 2 dollars for the drink.
This is really no diffrent then the iced coffee coupons. It's giving away free product without reason at all.
Posted by: coffeeguy | Sep 6, 2006 5:32:23 PM
Marilee i'll ignore the solicitation for your service. Good Day =)
Posted by: VEGASASM | Sep 6, 2006 5:38:20 PM
What's disappointing is that the freeloaders who get told they can't order a drink like that, or complain about the dairy being empty at the condiment bar, will then complain to Customer Relations and Customer Relations is forced to give a coupon or be accused by their own Supervisors of not showing enough "empathy". If an executive would listen to these freeloader phone calls all day long - just for one day - they might have more empathy themselves for ALL partners who have to deal with these people.
Posted by: PYT | Sep 6, 2006 5:57:20 PM
PYT...I'll agree with that.
Posted by: DT | Sep 6, 2006 6:29:58 PM
"At least some other companies are stepping up to bat...Posted by: Marilee Veniegas"
And here she's talking about starbucks being "chincy", ROFLMAO...
And DT, agreed you can't have the profitablity without the enthusiastically satisfied customers, BUT, would you rather have one upset customer or several? Personally I'd rather see the several customers satisfied because they have what they need at the bar and not empty because someone was to cheap to pay what they actually wanted.
So after reading all these posts, I'd probably have to tell her that she couldn't do it any longer.
Posted by: Scorpio370 | Sep 6, 2006 6:48:05 PM
Hey,
When someone uses 2 stirrers for their coffee do you call the cops on them too. Do you think corporate G.A.S. over losing the .000001 cent in cream because less than .00001 percent of the customers order differently. Do you have an even remote concept of how many BILLIONS of sugar packets the company goes through each year. Do you think that losing that .000001 cent in cream is worth the bad press you will get when that homeless guy is interviewed on the local news and remembers how you treated him like crap? Is that good corporate citizenship? or as usual the typical sign of corporate greed, pettiness and poor service everyone has all come to expect from you. When is the last time any one from any starbucks has taken a full setup down to your local homeless shelter or even firestation for no other reason that just because with. What about going down to that shelter and just handing out some coupons for a free coffee and a danish.
Judging by what I read on this site its probably zero.
Posted by: sushirama | Sep 6, 2006 7:01:59 PM
Aside from saying no, what can we do start asking how many pumps of half and half in that? Do we really want to go down that route?
Posted by: frenchpressed | Sep 6, 2006 7:13:47 PM
Come on folks, $10 is an absurd amount of money for two drinks of anything other than whisky. If Starbucks' absurd and arcane pricing points and Ozymandian concoctions get short-circuited or self-served by customers, maybe the company should take it as a sign from God that customers are wising up.
Posted by: henrycopeland | Sep 6, 2006 7:17:20 PM
I have never used the condiments. I don't understand why people mask coffee's flavor with cow juice, tooth-decay crystals and all the other crap. But those that choose to do so are welcome to my share!
Posted by: Blooper | Sep 6, 2006 7:59:43 PM
. Extra Caramel on a Caramel Macc ... Charge or Don't charge?
I do, That's what the button is on the screen for, no?
2. Venti Latte with only a half a pump of Toffee Nut... Charge or Don't charge?
No, 30 cents does not a half pump make.
3. Iced Tea with NO WATER ... Charge extra or not?
No, really not that much difference, and I just add a tad more ice too.
4. Iced Coffee filled to the top with no ice... charge extra or don't charge?
Is there even a button for Xtra coffee?
5. Grande Coffee with 2 and a half inches of fresh steamed heavy whipping cream... charge or don't charge?
Not unless the person was a complete jerk while ordering. 2.5 inches? I mean who cares?
Posted by: MiamiShift | Sep 6, 2006 8:22:39 PM
according to the pos manual as I understand it.
1. No charge, only charge extra if more pumps of syrup are requested.
2. technically this is a charge. Any syrup is a charge if it's not included in the drink normally.
3. This one honestly is not covered. I'll have another look through the manual when I get time but I don't think this one's in there.
4. Again iced drinks with no ice or water are not listed as what to charge for.
5. charge add dairy. If it's whole or non fat milk no charge. That one comes from my manager honestly.
Posted by: coffeeguy | Sep 6, 2006 8:22:41 PM
I am not a regular *$ customer but I have been in the food and bar business for 22 years. People need hobbies and for some folks, trying to "out do" the establishment is their hobby. We have had customers bring in their own steaks for us to cook for them. We have had customers ask for 6 extra salad dressings..."and please put them in a to go cup for me". If *$ price points were more reasonable, you wouldn't see a reduction of the cheap ploys that have been described.
And about rich and very rich folks getting chinzy, how do you think they got rich in the first place??? Not by spending their $$$ foolishly.
Posted by: bird | Sep 6, 2006 8:22:51 PM
Why not hand out the half and half when they make their purchase? They get one (or two) and then have to pay for the extra. That way, no one should have to do without because someone is taking too much.
Posted by: NewAtThis | Sep 6, 2006 8:49:07 PM
sushirama has a point, but in the wrong direction. Starbucks gives a lot for free to a lot of people. Donates Pastries everyday to local food banks, donates coffee to Awareness groups...beans of coffee to school to auction off...and the list goes on! Starbucks doesn't try to lower the hammer on being cheap, they cut costs to make a profit but they help the people around them first. Its a business, you can abuse the system or you can be a regular and you might get a free coffee out of our mistakes...
Posted by: James the Barista | Sep 6, 2006 8:52:43 PM
I do the same thing at my local Starbucks. The baristas know me and usually have my "doppio over ice in a venti cup" ready by the time I get to to cash register. I know I'm sticking it to the company for over three bucks, so I always, always, always put two dollars in the tip jar. Everybody is happy!
Posted by: Not Tonight Honey | Sep 6, 2006 8:55:56 PM
James,
If that's the case, why does Starbucks insist on throwing the sandwiches and pastries away at the end of the night rather than have the "partners" take them home to consume, or have the partner donate it to a homeless fellow while waiting for the bus? I know a lot of people took food home or gave it away to that homeless guy at the bus stop, but I wouldn't be caught dead doing it with my store manager or some some dickhead shift closing with me. Goes to show that common sense is clearly lacking in this company.
Posted by: formerly "anon" | Sep 6, 2006 8:58:06 PM
Hi,
Just so you know from where I'm coming:
(1) I visit, on average, 2 Starbucks a day. I write, and feel very comfortable working at Starbucks, and have seen it all, and (2) I've spent 25+ years in retail, the last 10 as a district manager, all for branded corporations, including The Limited, Ann Taylor, and Williams-Sonoma. That said, my point of view is, (1) ask you DM or Regional how they want you to handle or address this issue, and (2) neither you, your store manager, your district manager, nor your regional manager sets price. It is not your decision to make. Make it easier on yourself and your frustration level, and defer to the people who are paid to make these decisions. It's not your money, and it's not your cream. (Personally, I agree, it's tacky, but who am I to decide corporate philosophy?)
Lastly, a question: What is your corporate policy on people who bring in food from other restaurants, or from home, do not buy anything, and hang out, sometimes for hours, taking up valuable table space from paying customers?
Posted by: davidinmanhattan | Sep 6, 2006 9:02:25 PM
I'm so confused.
If I order a short double americano, extra room, am I stealing when I pour more than an inch of half and half in it? Should I be ordering a latte? What if I don't want a latte? What if I want my short double americano, extra room, with just the right amount of half and half (determined by me and me alone) and drinkable at that precious not-hot-but-not-cold temperature I can only get if I order my short double americano, extra room and add the half and half myself?
Posted by: americana | Sep 6, 2006 9:10:06 PM
Hey, here is the version we have at our store, so people come in and they look at coffee beans for like 5 minutes, and then some one goes over to help them and they talk for 15 minutes and then they ask for a coffee sample in a grande cup and then they head for the condiment bar and fill up the cup with milk and sugar. We also have people who save us the coffee buying scam and just ask for a coffee sample. i like the second group better.
I do not really care if they are ripping the system, because they are not exactly cheating me, but i really hate it when they try to cheat me either at the bar or at the cash register. I dont like it when they think that im stupid and think that i dont get it. they are doing it for the chaper price. i really hate it when they start acting and pretending as though they getting the same thing since ever.
Posted by: KGS | Sep 6, 2006 9:15:06 PM
Brava, Americana!
Posted by: teasipper | Sep 6, 2006 9:17:06 PM
Really, this is a concern in the world? If this really bothers you, you need to get a life.
Posted by: Chris | Sep 6, 2006 10:14:50 PM
Extra Caramel on a Caramel Macc ... Charge or Don't charge?
I do, That's what the button is on the screen for, no?
If you were to ring it in as Extra Caramel sauce, it would be no charge.
That's what the extra button is on the screen for, no?
Posted by: TNBarista | Sep 6, 2006 10:19:33 PM
formerly: it's the same reason any place throws away so much food that would be better in a homeless guy's stomach than the trash. If someone eats the food that should have been thrown out, but it was given to him instead, and he gets sick, the company is liable. Whether or not it is likely that the person will get sick is a non issue. If there are no black and white policies in place, then you are just asking for a lawsuit.
Posted by: fogues | Sep 6, 2006 10:28:06 PM
formerly "anon", We can't keep the sandwhichs cool enough to donate it to the food bank...it could spoil. If the partners took them home ever night they would hide sandwhichs in the fridge to take home with them instead putting them out to sell. Go ahead, Ask your Shift or SM why we do the things we do. You'll be surprised how practical it is...oh and if you get no answers from any of them call our partner support line. No need to be all huffy, get educated.
Posted by: James the Barista | Sep 6, 2006 10:59:32 PM
Man you guys have way too much time at
your store to notice these people go and
make their ghetto latte. Are condiment bar is directly in front of our in-store bar and I don't have time to notice this stuff happening. Hey why don't you guys prep, do dishes, clean the drain, empty the garbage or change over the pastry case instead of watching customers make drinks. Plus cheap customers are never gonna tip regardless, so don't get mad at one cheap customer. You should be upset with all cheap customers and hold them to the same standard as this lady. It seems like you just don't like this particular customer. If you start a post at least state that you hate all cheap customers.
Posted by: Larry | Sep 6, 2006 11:19:53 PM
many of you are missing the point- OF COURSE we DO have a lot of time at the STORES WE WORK AT!!! These are people who come to OUR store EVERYDAY and order the same drinks that are more than 50% cheaper than ordering the drink we would make for them. As for Larry- you should let the manager know those things aren't being done- my store obsesses over the 10 minute spin rule. But people like you are a PENNY a dozen...
I will be happy to post I Hate all cheap customers. I'd like to add I hate most customers- not just shitty ones, not just the bible thumpers who think they should take over the store and only buy maybe 1 drink for every 6 people and split it up... but most customers seem to think we give a damn they their crink needs 1 inch and not 1 and 1/8th inch of room for condiments.
EVERY business has jerks for customers- the largest problem for starbucks is they created a type of customer who gets more and more demanding with every 3 visits per day they do! We are paid jack shit- we are lucky to get the insurance we do- however I'm willing to bet even starbucks will realize they're losing too much money on insurance and they'll let that go too.
I'm done except: you customers- the ones who even just tip the quarter you get in change(even when you don't think a person making $7.50 needs it), the ones who ask please and say thank you, and who GET OFF THE DAMNED phone when asking us for help, or when we address them, if they need help. WE LOVE YOU. ANYONE ELSE WE WANT YOUR MONEY AND WE WANT YOUR DUMB ASSES OUT!
Posted by: mds | Sep 6, 2006 11:59:39 PM
Man, I can't believe how many people actually disapprove of this! I mean, come on! It's every sensible human being's duty to try and find every possible loophole and "trick" to economize their life! This phenomenon is nothing less than a triumph of human ingenuity. I'm going to have to remember this. This makes fancy coffee drinks at *$ almost affordable for me.
Posted by: Tim Hansen | Sep 7, 2006 12:04:35 AM
In regards to the refills. It clearly states on the front of the POS, on a sticker the customer can read, that refills are for coffees and teas that have been consumed in the store and no more than an hour before hand. As far as ghetto lattes, I would remember who does it and when they came in next ask them like you would a regular customer "Are you having your iced grande breve latte today?" Usually they'll reply with, "um....no, i get an iced grande no water americano." To which you say, "Oh I'm sorry, I though the few times you've been in you got a couple shots with half n half in an iced cup." After enough times of this, they soon might get the picture, or not come back to your store at all.
Posted by: FormrASM | Sep 7, 2006 12:04:55 AM
I have a family of custumers that routinely use the system. Which I do not mind. I do really mind when they insult baristas. This woman comes in and lies to new or borrowed partners, telling that her drink was so really terrible/cold/too hot/burned this morning/yesterday that she dumped it. And she really wants a new free drink cuz it is our fault. Yet I always see her having drinks in our patio area when I do bus. Last time I made her mocha I asked her when I was handing her a drink to try it and tell me if she likes it, so I can remake it if it is not good. She tried it and tald me she liked it. 5 hours later she was in the line telling a new partner on the register how terrible her drink was and how she thinks we should give her her quad decaf latte for free.. Her daughter also doing the same thing now with her PFJBs. So basically I do not really care if somebody gets something for free and many people do. I do really dislike someone spitting lies into my face.
Posted by: Dima | Sep 7, 2006 12:50:50 AM
Formrasm,
Your willing to drive people out of your store and lose customers over a dollar or two? Personally, I don't think thats cool....
Posted by: 416barista | Sep 7, 2006 2:07:10 AM
People...while I absolutely adore Starbucks coffee I live on a disability income.. no way I can afford any of the fancy drinks and if I'm just going to get a cup of coffee I might as well walk over to 7-11 where I can get flavor shots, flavored cream, hot chocolate, steamed milk and more at no extra cost... corporatations take advantage of people and forget... it's better to sell to 100 people at $2 than to 10 people at $5 or $6.. you make a heck of alot more profit that way.
Yes product costs and so does labor.. but seriously.. a $7 dollar cup of coffee is over the top in a major way...
Too bad that all that extra profit is going into the higher up's pockets and not the people who have to deal with cranky customers etc. I probably wouldn't mind buying there a bit more often if I knew at least my servers were making decent wage... course 90% of the time I go into a Starbucks I wind up with a server with an attitude problem... not my fault they've had a bad day but it usually means I won't be back or if I am I'll ask for another server... better attitude, lower prices = more profit.. it's been proven.
Posted by: CoffeeFreak | Sep 7, 2006 2:07:26 AM
I'd think that this sort of thing is a retailer's dream. I gather from the comments that sometimes rich people take this route, but I would assume that most people who go for DIY lattes are doing so because they can't afford to buy a real one and therefore wouldn't buy anything if the condiment bar wasn't an option. So Starbucks has a built-in method of price discrimination; it's able to charge exactly what each individual customer is willing to pay, and probably still makes a profit (albeit a smaller one) when the customer orders an Americano instead of a Latte.
Posted by: | Sep 7, 2006 4:12:46 AM
I think most of my partners here are missing the point...those people paid over $4 for about 7 oz. of coffee with some half and half and ice. Who's really getting ripped off?
Posted by: sbuxmanager | Sep 7, 2006 4:47:30 AM
I don't personally think up ways to lower my prices, even though (like Coffeefreak) I'm living mostly on disability income. I'm one of those customers who's nice to the baristas (hell, 90 percent of my friends are baristas), always tips (even if it's just a nickle from a $1.95 Venti iced tea), and visit the condiment bar only for four Splendas for my iced six-shot espressos.
When I'm there, I usually clean up the messes that the other people have left behind -- spilled coffee and milk, sugar everywhere, canisters in disarray. The stores I visit are good about doing spins on-time, but rude, mean customers are also messy ones, and so I take fifteen seconds to tidy up a bit.
As for this issue specifically, I've been known to order an iced Venti six-shot 4-pump WM, 2p rasp espresso in the past. Since there's no milk in it, they ring it as a Venti espresso + 2 shots + add WM (only charge for one syrup). It comes out about $3-4 cheaper than a 6-shot white mocha with raspberry. I, personally speaking, don't do it to be a cheap bastard, but because that's how I like it -- without the milk, with a stronger coffee and weaker WM taste. I would be a little pissed off if the partner on counter rang it as a WM, but I don't ask them specifically to ring it as an espresso with syrup. If he or she did, though, I'd get over it. Begrudgingly, and perhaps without tipping, but I would. ;)
The ghetto-latte woman, well... I agree with both sides of the comments you've all posted here, especially the ones about how it's not fair to other customers to drain the canister of half-and-half at the condiment bar.
On the other hand, she's saving herself a fortune. Maybe she's just one more person with a habit to feed and can't afford it any other way. Maybe she's a rich bitch who wouldn't think twice about digging through the trash for that cup to lie to get a refill. Maybe she's found a way to reward herself for her ability to outsmart the system.
In any case, this is no different than any other industry: Windows XP is $200 because so many people pirate it. Rich people get tax breaks because poor people bear the brunt of it. Starbucks coffee is the price it is because some of the people know how to get around the prices, but everyone else subsidizes that. Surprise -- that's American capitalism!
Posted by: Billifer the Customer | Sep 7, 2006 5:41:47 AM
I think the real crime is the ridiculous cost of the bitter stale coffee that Starbucks serves. $10 for two crappy coffees- you'd have to be an idiot to pay that!
Posted by: theresa | Sep 7, 2006 5:54:45 AM
DIMA, the actions of the "loyal" customers you describe SO piss me off. The manager who hired me would side with the known liars every single time--no matter what partner was targeted. That is why I remained mum on the "Just say yes" policy, which the store manager used to justify giving the customers free drinks; I think it's CRAP. SM got fired, though, and the new one took care of the honesty-challenged "regulars."
Posted by: HopkinsBella | Sep 7, 2006 5:58:58 AM
Read the office memos: refills all day.
As far as the condo bar, thats whats it there for the customer. We throw so much milk away (temp to high), I'd rather have people use it. Pastries should neverbe thrown out: donate them. Sandwich: can not keep the temp low enough to be safe. When I close I put them in a bag and have a barista take them to the dumpster, do they make it who knows (maybe right into their car). There should not be that much waste if ordering is correct.
Posted by: Caligirl | Sep 7, 2006 6:18:37 AM
I agree. These people should be shot dead to the ground. What gives them the right to think they should be allowed to add cream and sugar to their beverage? Are they mad? The fine people at Starbucks are just trying to make an honest living by charging extra to put cream in the coffee themselves. There's nothing wrong with that! These people should be thankful they're allowed in a Starbucks.
And what's the deal with people trying to order "Plain Coffee"? What is that? They try to come in here and confuse the employees by telling them not to put anything in it - it's a trap! They're going to add their own cream!
Posted by: Starbucks Fascist | Sep 7, 2006 6:45:19 AM
I call it the cheap-assed latte. We have two customers who do this, each in different ways. One orders the americano version, the other orders a double espresso on ice in a grande cup, with just a little ice. They then proceed to the condiment stand and ad to it. I also have a customer who asks for a double espresso machiatto in a grande cup, saying that he likes the big cup because it cools faster that way... and then, while the baruista is making it, he says "no no, more milk, more milk, keep filling it up!" So for under 2.50 he gets a grande cappucino.
Posted by: Becca | Sep 7, 2006 6:49:57 AM
I sometimes order a iced half-caf one pump classic doppio filled to the top with ice in an iced tall cup and then add my own half and half at the condiment bar - I don't see anything wrong with that. I guess if you're putting a lot of dairy in its a little rude, but I don't want to stand up at the counter describing in detail how much dairy and which kind I want...I'd rather just do it myself since its not a standard drink on the menu.
Posted by: Pam | Sep 7, 2006 6:51:37 AM
I buy an Iced Venti Americano and ask for an extra cup with iced water. I pour out half the water out and mix the some of the venti into the ice water cups. My wife drinks the more diluted version since she can't take the full strength americano. I drink the rest. Is this a getto americano?
Posted by: zippy | Sep 7, 2006 7:06:01 AM
Simple solution folks.
Ditch the little metal themos and install pump dispensers that give you a shot of milk, half & half, etc with each pump. The rest of your customers will take care of anyone hogging the condiment bar trying to "ghetto" up anything.
By the way, make those condiment bars bigger so that someone can "fix" their drink off to the side. I always get behind the guy who puts a little half and half, then a little low fat milk, then puts in 4 sugars shaking each packet indivually before putting it in the drink...then of course they need a little mocha powder in there...and then they have to stir it until every last little bit of sugar will be completely disolved...then they have to indivually wrap napkins around the cup because the cardboard sleeve is still too hot...then they have to try the drink...and if its not exactly to their taste they repeat one or more of the steps again....bet you're annoyed at this post rambling on and on and on ... now you know how i feel when i am behind this guy.
Posted by: Starbucks Consumer | Sep 7, 2006 7:41:50 AM
I rarely go to Starbucks. With my budget, it is a luxury. However, I do have a little, cheapy Mr. Coffee expresso machine at home, and I grind my coffee at the grocery store. You might be interested to know that I buy a HUGE office sized carton of creamer or a gallon of whole milk.
In the morning, I brew about two shots of expresso and fill the rest of my travel mug with creamer or milk. It is the way I PREFER to drink my morning coffee. When I read the initial posting, my thought was, "Wow. That is actually affordable. I could stop more regularly at the Starbucks on the end of my street." Then I continue to read response, upon response, upon response about how "tacky" and under handed this is.
So, I guess I will simply continue to make my bimonthly trips when I want to treat myself. I wouldn't want to offend anyone with my drink preference and offer merely a couple of dollars, when several dollars are expected.
It's a shame really. Certainly there are some people trying to beat the system, but, then again, maybe that is just how some people like their coffee.
Posted by: Mellie Lynn | Sep 7, 2006 7:49:58 AM
I would rather have a customer add their milk and sugar like that than the one who takes up my time as a barista by having me add eight raw sugars to their drink. Nothing builds a line faster than having to add milk and sugar to customers who are perfectly capable of doing it themsleves. And as far as the ices cafe con leche....PLEASE!!!! How frickin' lazy can people get? But if they want to pay the extra money for us to add their crap, then they are just stupid.
For those who posed the question of charging for extra caramel, more whip cream (after they have already eaten the original serving). etc.; I think we should. What other kind of food establishment can you go to and do this? Can you go to McD's and say "Oh I finished my fries. I want some more>"? dont think so.
Posted by: txmilady | Sep 7, 2006 7:50:59 AM
Ultimatly I look at it this way.
What would happen if let's say we decided screw it and didn't charge anyone for diary...ever.
All the latte prices drop, caps you name it anything with diary takes a huge price drop.
Do you have any idea when you mulitply that by thousands of stores everyday how much money that is going down the drain?
Guess what. Those ghetto lattes, one or two of those per day per store. thats' a few million dollars a year at least.
that money pays for a lot of our benefits, our farmers benefits, and community funding for programs like the starbucks park rebuilding.
We are here to make money. We are a business be it a nice one that will go out of it's way for it's honest customers every day. But you do NOT have to go out of your way for dishonest people and I don't mean those people who order an americano and honestly use the half and half becuase that's just how they have their coffee.
I mean the ghetto lattes, the people who know full well they ordered a grande and demand that they ordered a venti, (it happens sometimes honestly, but there's still a lot of people who like to use this trick and it's obvious when you have one of them on your hands that kind of thing.
Don't let people "play the system" it's unfair to those who paid in full for their drink and it just sets them up to try and game again later at another store and make another partner have to do something they shouldn't need to deal with.
We have a responsiblity to the stockholders and the company to be dedicated towards long term solutions in all we do.
Posted by: coffeeguy | Sep 7, 2006 8:00:07 AM
What I find amusing about this whole issue is the people saying that it's "wrong" to do this.
Yet...they don't seem to have a problem with charging over $5 for a cup of milk. I guess it's only acceptable for Starbucks to take advantage of a situation.
Posted by: Chrysos | Sep 7, 2006 8:10:36 AM
Iced Cafe Con Leche's are the same as Iced Coffee...
Posted by: curious | Sep 7, 2006 8:14:11 AM
"Now is "profitability" above and below "enthusiastically satisfied customers" on your scale?"
What a bizarre question. Why do you think enthusiastically satisfied customers are a priority in the first place? Just for a fuzzy warm feeling?
Posted by: rich | Sep 7, 2006 8:15:38 AM
Once again, the pettiness of the people at Starbucks amazes me. And for the record, I don't think any of this has to do with money (as it is clearly better for the company to let the customer do what they want), it just petty microfascism.
I used to go into a Mexican restaurant and order a "burrito salad" (no burrito) and order a flour tortilla as well for $.20. I would then "roll my own burrito" for a lot less than they charged (also got more stuff). I think the staff there called it "college style"--the whole "ghetto" thing just shows how mean spirited and judgemental you are.
Look, you make the rules and you cannot call it stealing when people use the rules to get what they want (judgemental perhaps?). I happen to live near a Starbucks with nice baristas but I can guarantee you that baristas generally have a terrible reputation amongst the people I know (and my wife stopped going altogether and she was, unlike me, a high-flying regular). Thanks for proving once again how clueless you are about the basics of customer service.
Have a nice day.
Posted by: Floormaster Squeeze | Sep 7, 2006 8:25:15 AM
I dont have this issue much in my store - and i don't really care about it that much anymore...the main problem for me is that we do mot earn as much labor for 2 shots of espesso being poured, as for making a whole drink.
And if people are making their own lattes, then we are having to waste the big cup, lid, straw. FIll the condiment bar back up. Its a pain and it mailnly feels like your cheating other customers. Not cheating the company.
It is annoying though, when people think they deserve something for nothing.
If I cant afford an expensive meal - I don't go get one. I eat at home.
Starbucks money is spent on benefits, and farmers more than coffee.
If you people hate Starbucks and their prices so much, then don't go there. Boycott it.
I think it is ridiculous how people get so stirred up about the place, yet they cant stay away.
Posted by: | Sep 7, 2006 8:33:04 AM
I wonder if I fall into the "ghetto latte" class? Sometimes I want a 'supercoffee' - that for me is a double espresso, long, with a lot of cream and milk; a sort of super-intense, super-rich coffee thang. I've never thought of it as a latte, though, as that's a mellower, more subtle drink. And when I want a latte I order the damn latte... a double with heavy dairy is a different flavor and not at all the same drink to me.
Posted by: Bill | Sep 7, 2006 8:47:49 AM
How is this even an issue....."Just Say Yes" is a company wide motto. If the customer wants to use her ghetto latte lingo to save her money, then you should all just say yes. It's not like Starbucks is losing money on the product.
Posted by: | Sep 7, 2006 9:19:49 AM
Peter, Paul and Mary! I can't believe so much time and effort have been devoted to how someone chooses to make their coffee! And I'm equally distressed at myself for reading even a fraction of the whiney-babies' comments. Really! If this is the most annoying thing in your life - GET OVER IT! Just give me my "coffee of the day" with extra half and half. If you MUST charge me for the "extra", then just do it and let's all move on!
Posted by: GrownUp | Sep 7, 2006 9:22:52 AM
Baristas...I'm asking this in all sincerity because I don't know the answer...not being a pain customer.
If I were to get charged extra syrup (extra pumps?) if I were to order it, then why don't I get a discount when I order less of something in the drink?
For example, I ALWAYS order a Carmel Macc with 1/2 as many pumps (I've been told the normal amount is 4 so I order 2 pumps, unless I'm being misinformed). I also order my flavored lattes this way (gingerbread, vanilla). I think they're too sweet as they come, so I like to order less.
I also ALWAYS order no whipped cream on a frapp or any other drink where it would normally be offered. (gotta watch the waistline :) ).
So if customers are being charged extra for adding these things, how come my drinks aren't discounted the same amount?
I know that business-wise, why people are charged for extra but not for less, so please don't come back with that rhetoric. I'm curious from strictly a Sbux policy perspective.
Thanks in advance to all you great Baristas out there! You may think that we never appreciate you, but I have to tell you that I will always go out of my way to tip for great service. And not yelling at me when I don't order fast enough for you. And making sure my drink is correct even when I order fewer pumps, skim milk, and no whip. You're great!
Posted by: CFLsbuxfan | Sep 7, 2006 9:45:13 AM
Well it's not a huge deal but it does cause me some annoyance when this one guy comes in, orders three shots over ice in a venti cup, fills the rest up with milk, DRINKS SOME, and THEN fills it up again. He does this until the carafe is empty.
But lets make a logical argument out of this here
Given: Three shots over ice plus milk in a venti cup is an iced venti latte that costs +or- 4.00
Given: Three shots over ice with no milk costs +or- 2.00
Given: The milk we put in carafes is the same milk we put in our bar refrigerators and costs the same
If you put so much condiment milk in your 2.00 drink that it becomes a 4.00 drink you have effectively not paid for about 2.00 in product.
Not paying for product is stealing. You can argue that there's no labor if you fill at the condiment bar...except the labor that goes into filling and refilling those carafes.
Whether or not Starbucks can spare it, whether or not you're just looking to save a buck, whether or not baristas should care, it is STEALING. It's like ordering half a dozen apples and then going over to the fruit farm and taking six more apples. It doesn't feel like you're hurting anybody, but you are stealing.
And lets put on our thinking caps...as costs go up, so do prices! So if more and more people did this, the prices (which are apparently just back breakingly high as it is) will go up.
Personally, I just give them what they ask for. A Venti cup of ice, with three shots poured over top. Slap a flat lid on it, there ya go. It at least mitigates the amount of milk they steal.
Posted by: NamelessBarista | Sep 7, 2006 9:46:12 AM
It is NOT stealing if it is out for the customer to use...get a life.
Posted by: Caligirl | Sep 7, 2006 9:55:42 AM
The attitude that these customers are "cheating" Starbucks is delusional. The drinks a la carte are huge profit margin items for Starbucks. It is wrong to confuse the price gap between the Americano and the latte as the loss margin on this transaction. Starbucks' only loss is the extra milk consumed. This can be measured in cents, and not in the $6 straw man raised by the original post. And I'm tempted to believe that even the sale of an Americano represents a substantial profit margin.
But even if I overestimate the profitability of selling Americanos, customers should not be "confronted" for making use of add-ons generally understood to be complimentary. Nor should they be made to feel that their behavior is unethical. Businesses set the rules, and Starbucks could easily manage concession areas in a way that would obviate the temptation to "overuse" milk and other freebies.
I do not know what the breakdown is at other stores, and it is unfair to make blanket judgements, but another reason to add one's concessions may be time management. I went to the Astor Pl. (NY) Starbucks yesterday. With four registers functioning, and with a shorter line than I usually encounter at the Montague St. (Bklyn, NY) location, I waited a full seven minutes for a grande iced coffee. Customers who had ordered more complex drinks before I had were still waiting when I left the store.
Anyway, it's my feeling that there's been a huge degradation in Starbucks quality standards since the first one (Montague St) opened near me probably 10-15 years ago. That baristas (and who are they, really, to raise hackles?) are so steamed about this speaks volumes to the notion that quantity eventually subsumes quality. It's absolutely crazy that a business would complain about making money on a transaction.
Posted by: shag | Sep 7, 2006 9:58:14 AM
Coffee guy and others:
good grief..we throw so many cups and lids away everyday...dropped mismarked....milk below temp, down the drain, to long on the counter down the drain...wrong drink..no problem just make a new one. What is wrong with you people...its just coffee and milk. You do not realy think this use of milk and waste is not figured into the cost of every coffee..oh ya and the coffe we toss when its over an hour old.
Caligirl is right..get a life and get over it.
Posted by: Sarah | Sep 7, 2006 10:03:32 AM
I'm sorry, maybe I do need to 'get a life' but it seems to me that AN ENTIRE CARAFE of milk is a BIT excessive.
Posted by: NamelessBarista | Sep 7, 2006 10:07:05 AM
Caligirl, It is stealing, we pay for that milk to be added to your drink, not to MAKE your drink. Even though that product on the bars is free, doesn't mean you use the whole carafe full to make the drink you are to cheap to pay for.
Posted by: Scorpio370 | Sep 7, 2006 10:08:02 AM
I'm sorry, maybe I do need to 'get a life' but it seems to me that AN ENTIRE CARAFE of milk is a BIT excessive.
Posted by: NamelessBarista | Sep 7, 2006 10:12:21 AM
Sorry about the accidental repost...
One last thought:
The reason it pisses me off most, is not because I'm some bastard barista from hell, it's that these people think they're special enough because they had this great idea that they can do just whatever they want, while other people, who work JUST as hard as they do, are honest and pay what the drink costs, regardless of profit margins and all that.
Clearly it's not an original idea, I would posit that most people have the cerebral function to see that it is an option, but most of them have the decency to pay like the rest of us.
That's what I hate about the world today, this ridiculous sense of entitlement and that everybody thinks they're more special than others.
Posted by: NamelessBarista | Sep 7, 2006 10:26:21 AM
CFLsbuxfan- the question you asked brings up the reason why, at the store I work at, we don't charge for some extra syrup, or whipped cream, or caramel (etc) (unless it is double syrup, then we charge for extra) because in the end, it works out, since some people ask for an extra and some ask for one fewer, at the end of the day, we use the amount we charged for.
As for the original thread, the one thing that gets me, is that (at least at our store) the people who do this, NEVER tip. They pay for their drink, chuckle to themselves, and leave without a second glance at the tip jar. We're letting you cheat the system, the least you can do is show your appreciation.
Posted by: Becca | Sep 7, 2006 11:22:09 AM
But why are baristas even spouting off about corp. policy? How can something be classified as stealing when every indication is that milk, etc. are gratis?
And honestly, when was the last time you really saw someone using a WHOLE CARAFE OF MILK?
Posted by: shag | Sep 7, 2006 11:56:52 AM
How exactly is it stealing to order something that's on the menu, then add something that the company offers free for all its customers? If it's such a big deal, just impose a "one to a customer" limit on those little individual half and half servings. If you ask me, charging $5 for a cup of coffee with some steamed milk is robbery, which is why I make my own at home for pennies.
Posted by: WD | Sep 7, 2006 12:12:45 PM
I work at Starbucks now, and our customers do find ways to save money. I can't really blame them, I'd probably do it too. It's not out of control in our store though, so it's not such an issue with us. However, last year I worked at a cafe in a Borders Books, and people did the SAME THING. One guy would come in everyday with his beat-up old cup and order refills, until we finally told him we couldn't do that anymore. He was nice about it though, and started buying at least one new cup a day & getting refills afterwards. People would order espresso shots over ice & add their own milk, thus making 'ghetto lattes'. So it's not just Starbucks that brings out the urge to pull one over on the system.
Posted by: Denise | Sep 7, 2006 12:27:16 PM
A couple of months ago I read about the McDonald's "ghetto Big Mac." Order their $1 double cheeseburger, ask for a sesame seed bun, hold the ketshup and mustard, add special sauce and lettuce. So no, it's not just Starbucks. The solution is simple: "Sorry, sir. Our dollar menu comes as is, with no substitutions."
Posted by: WD | Sep 7, 2006 12:30:59 PM
ENOUGH ALREADY!!!! They are the customer, I want their money and I want them to enjoy the experience and come back, to MY store, not the *$ 5 miles away from me. I have several regulars who come to my store b/c they are sick of other stores giving them crap for doing it their way. We created customization, now we live with it. So, if you live in northern virginia and you are tired of getting hassled for wanting your brewed coffee @ 200 degrees, come to my store. If you want 8 tons of caramel in and on your frap with whip all over the place, I want you to come to my store. I am the only store in my district that consistanyly comps and beats budget and it is because my partners know that I will hold them accountable if they make people feel akward for ordering a drink however they want it. Again, it is their money and I want them to spend it @ my *$, so get what you want and never apoligise for asking for what you want.
Posted by: Charlene | Sep 7, 2006 12:44:13 PM
simple solution (or almost) for the problem. only serve iced espressos in short cups. only serve iced americanos in their proper cups. if they ask for an iced americano no water, kindly explain that it's an iced espresso, and we have to serve it in the short cup because people have been using all of the milk to make their own latte, and we are losing our labor hours and it is forcing prices up.
Posted by: | Sep 7, 2006 12:45:35 PM
NamelessBarista,
Dude, if it is indeed "stealing," as you've called it, and prices will go up, then in my opinion people will STOP GOING TO STARBUCKS! Oh wait, I'm already there buddy. Ever since I left the company (in February) I've noticed how vicious "partners" up-and-down the system are, so I've moved on to local joints here in Seattle. Even though I don't drink coffee as often now (since it is afterall a luxury), I've successfully stayed away from Starbucks, and have no desire to enter one, eventhough I'm consistently bombareded with 2 or 3 of them walking down a block.
Listen, I use to get all fired up with people that made the "ghetto-latte" when I worked at Starbucks, but there are more important things in life than trying to nail that one person for taking that extra 10 oz of milk. Now since I only drink my coffee black, perhaps he's using my share? My friend also drinks her coffee black, so perhaps this "ghetto-latte" guy is using her share? The point is that it always evens out at the end, so it's not the end of the world when someone does it. Peace.
Posted by: formerly "anon" | Sep 7, 2006 12:47:35 PM
I always charge them as iced espresso, no matter what the customer says. And if they want it in a venti cup, then ice to the top.
Posted by: Deanne | Sep 7, 2006 1:09:55 PM
I can't say from a starbucks point of view but as a catering company employee it just takes too much effort than it's worth to police people's consumption of the product. Why have someone worry about if 5 people out of 100 take 50 cents worth of of potato salad more than everyone else.
A few oz of half & half bought en masse by the store is going to cost less than not having that customer at all who will then go out and bad mouth you to people they know.
I would only worry about it in a business sense if over 5% of the daily customers did it.
Other than that, eat the cost and move on, there are more important things in life to worry about.
Posted by: Nate MC | Sep 7, 2006 1:11:00 PM
I guess I can't see much reason to admonish the ghetto latte drinkers when SB charges the same flat rate for alternative dairy whether you get a venti or a tall (or even a short!). Or despite charging you for whip, not saving you anything when you order without. Really, who's screwing who? The money you get off my tall soys and no-whip frapps is more than enough to pay for more freakin cream on the condiment bar. Doesn't it bother YOU that it costs $2.71 extra per drink just to replace 12 avg. ounces of milk with the same amount of cream and a couple extra shots?
Posted by: K | Sep 7, 2006 1:14:46 PM
aw, man.. i work for starbucks.. found this site by mistake, and have to say -this is all pretty tacky.. really guys, it's not enough that we're paid to be brainwashed into 'starbuck mentality' on shift, do we really have to come home & engage in this banter? give me a break.. if i were a 'regular customer' & i stumbled on this, i'd probably find another place to go for coffee.. it's coffee! who really gives a shite.
Posted by: | Sep 7, 2006 1:32:17 PM
It always cracks me up when employees get proprietary about such silly things. Some people are cheap bastards, true, but one of my best friends goes to Starbucks on almost daily basis and has opted to the route of "ghetto" lattes, due to a combination of price and calories--she opts for an Americano with enough room to add a smidge of cream.
As for me? I buy the "ghetto" Chai latte. Two tea bags steeped in steamed milk with a shot of sugar-free vanilla. And NOT for the price, as the person above assumed, but for the reduced sugar content. The regular Chai is just so sickly sweet that I opted to cut back on the amount of sugar and I told my barista as much. Bonus? It's a great deal cheaper!
Posted by: Rebecca | Sep 7, 2006 1:45:36 PM
Personally, I think it's theft but I wouldn't worry about it.
Anyone drinking that much half and half is going to keel over of a heart attack soon. Just hope it isn't in your store. What a hassle that would be.
Posted by: Lou Sussler | Sep 7, 2006 2:04:57 PM
after reading this article and laughing at the idea, we had a customer come in and do this last night. NOT ONLY did he order six shots over ice in a venti cup, but he went to the condiment bar, then came back and ASKED FOR ANOTHER TALL CUP. i went out to do a spin to see what he was doing, and sure enough, he and his girlfriend were splitting the shots and ice into two cups and adding milk. between the venti and the tall they used almost all of the milk in the carafe, and i took it to go trade it out for a new one. the girl shot me a dirty look, and i shot her one back saying "i know what you're up to." no words were exchanged, but i think they got the point.
just to the people who don't know - we don't use single serve packs of creamer/half-and-half, we use fresh milk poured into containers that are switched out every hour/as needed. there would be no "one per customer" since we don't use individual creamers.
Posted by: barista chica | Sep 7, 2006 2:53:50 PM
It is not theft when it is offered for free!!! Good lord people treat the customer with respect and get off their backs.
Posted by: David | Sep 7, 2006 3:53:54 PM
I can't decide which is more entertaining: the baristards who refer to the use of free half-and-half by paying customers as "stealing", or the customers who accuse other patrons of stealing "their" half-and-half. Imbeciles, the lot of them.
Posted by: Some Enchanted Evening | Sep 7, 2006 5:27:43 PM
As a barista, I admit I get a little steamed when I put out fresh milk carafes and have them come back to me as empty less than 3 minutes later because somebody used it all themselves, but that can happen just as easy with the lady who gets a tall coffee in a venti cup because she likes it lukewarm as the person who orders 4 shots over ice in a venti cup because they'd rather pay 2.55 than 3.99.
It doesn't seem fair to the customers behind them that now they have to wait for me to grab fresh milk before they can dress up their coffee. But it seems even more unfair to tell certain customers that they can't have their coffee how they want it because it takes too long for a barista to change out the milk.
the milk is there for people to use. If it doesn't get used, it goes down the drain, so why should I care who uses it and for what?
I have too much to worry about to care if someone's trying to save a buck. Now, when people start lying to me or throwing temper tantrums in order to get something for free...that's another story...
Posted by: | Sep 7, 2006 5:32:50 PM
I have joyously(:]) worked for the 'bux for about four years now. I have seen many come and go to the condiment bar for their version of a cheaper drink. I think it's kind of sad that you come to Starbucks for your fix when you really can't afford it. Why not go to Dunkin' or that 7 store for that "cheaper" cup of joe? You can grab all the cream you want and give a barista a break! No, we're not the milk police, but come on!! If you have to go to such links to make it cheaper for yourself, then you shouldn't be visiting Starbucks in the first place. After you put all that milk in it, is tastes the same anyway (:>
Posted by: VA. Shift | Sep 7, 2006 5:51:44 PM
As a regular customer who has never worked at Starbucks but has experience in retail settings, my attitude would be as long as the customer is not rude about it and not causing you to do extra work, I'd let it go. Sure it's tacky, but is it really worth in the long run to alienate this customer and have them go elsewhere? Even ordering their ghetto drinks, I doubt that the company actually loses money on these orders.
If a few people have found a scummy way to cut the profit margin on a drink, so be it. You are never going to completely remove those trying to beat the system.
Posted by: Alberta Jay | Sep 7, 2006 6:12:36 PM
I worked at a store where we had a couple do that every day. Then she would come back up to the counter and have me put whip cream on it. I used to just hit the DECAF button on accident EVERY time. Huh, weird how that happens?! Customers need to realize that even though we can see them and they us, we can still mess with them.
Posted by: barista1124 | Sep 7, 2006 6:12:56 PM
Since reading this thread, I've tried the "ghetto latte" trick at some local spots in town. EVERY single one of them denied me at the register saying you get a triple espresso in this cup, and showing me a cup that was about six ounces. Even with ice. When I asked to talk to the manager at one, I got the owner, and he stood by that. They are on to the tricks and don't allow it to go down. Now, their prices are just as bad as ours, so why shouldn't we have the same power of denial?
Posted by: | Sep 7, 2006 6:29:15 PM
my only issue with this is when it happens during our 4 hour morning rush - and I have to change out the milks every 5 minutes - when they are squeezing labor and i never have a busser anymore and rarely four partners. It holds up the line, delays other peoples drinks and pastries to a LARGE extent, when i as the floater have to stop what I am doing5 or 6 times an hour and go change themilks - not to emention the need to dump rinse and clean and chill the containers before re-filling them. seriously - it is close to 10 full minutes out of every hour, not to mention forcing me to RUN and catch up the line when I get back.
could care less about the thievery issue - some folks try to get over - let em - just wish they wouldn't be SO greedy as to set me back. honestly by the end of a 5.5 hour opening shift I am dead, and my legs are cramping like crazy.
some folks say i need to take it easy, not push so hard, but then what i am i supposed to tell all of the people who are trying to be patient in my line and aren't stealing? Sorry, not only do we not have milk out for you, we won't haev it out for another five minutes and nope there's no more pastries because I don't have time to restock it.
i suppose I could cave in and just grab the pitchers and refill them without dumping rinsing or cleaning or anything - lots of folks do, but there's a part of me that simply CAN'T.
anyway - sorry - been ranting a lot lately. caught me at a bad time.
Posted by: nycbearista | Sep 7, 2006 6:31:54 PM
I didn't realize this was an issue. Now I wonder if you're calling me a freeloader. I'll order iced coffee sometimes, and then add my own milk and sugar. I do it so I can get it how I want it without having to decode any Starbucks lingo. I put in how much milk I want and how much sugar I want. At one point do I go from customer to cheapskate? I just want more control over what's in my cup.
Posted by: | Sep 7, 2006 6:33:20 PM
it's great that the most important moral question of the age is the use of "condiments" at our local coffee house. huh?
maybe someone should suggest that you "get a life" with that latte?
am i suppose to think that starbux is going bankrupt because some customers use a lot of dairy without paying for each milliliter? i am impressed with the seriousness that the subject stirs. i guess that is the reason to tip the barristas so that they can all finish their phd's in philosophy/ethics.
Posted by: juju | Sep 7, 2006 6:34:28 PM
Any lawyer will tell you that there is a covenant of "reasonableness" at the condiment bar. For example, on the way out at a restaurant, can you take all the mints? After all, they are free. Of course not, it is presumed you will take a reasonable amount. Beyond that is stealing according to the law.
Posted by: Steve | Sep 7, 2006 6:40:45 PM
imagine if (and, as a barista, i do not feel myself in any way on the same level as their workers) someone walked into mcdonald's and just ordered some bread. just bread, i just want bread. then proceeded to load the bread with half the container of ketcup and eat it like a sandwich (okay, maybe not the perfect example, because who would eat a ketcup sandwich?). that's the same idea.
milk and sugar on the condiment bar is there as a CONDIMENT, not half of your beverage. there is MAJOR difference between topping off your drink with cream or sugar, and making your own drink in order to save a buck or two. we don't really want to have to resort to those little single-use packets, do we? can you only imagine the amount of garbage would be littered all over our stores (like there isn't already?!)????
now don't think i'm complaining about customers who customize their drinks, or like to add a little milk/sugar/whatever to their drinks. that's JUST FINE. the problem comes when you're shafting everyone else just so you can "stick it to the man" or save a few pennies.
oh and be careful, bitchy customers, barista1124 is right - the decaf button is just SO CLOSE to the regular button...
Posted by: blonde barista | Sep 7, 2006 7:31:00 PM
For the shift that complains about changing the milks, tell your manager to order more bullets, that way if you need to change the milks you got some waiting in the big fridge already cold and ready to go. Thats an idea! Who really cares about the "ghetto latte" its the "just say yes" policy. The customer knows what they are doing, there's no point in calling them out on it and making them uncomfortable and mad to the point that they don't return to the store.
Off the subject, I need to do a little bitching myself....dear customers when ordering talk faster! Your half-cafe venti sugar free vanilla non fat no foam latte is not that special, a crap load of people drink it, so don't look at me like I'm retarded, you're slowing down my line by waiting for me to mark the cup, just freaking tell me what it is and i'll worry about marking the cup right.
Posted by: stlshift | Sep 7, 2006 7:47:55 PM
ok so if someone gets a venti iced americano it should be $2.40 or whatever but if they have it with no water it should be more? if they order an iced quad venti breve latte and you make it for them then it is an iced quad venti breve latte if they order a no water iced venti americano and add half and half at the condo bar then it is a iced venti no water americano. don't fret, just say yes, and move on...
Posted by: jabanga | Sep 7, 2006 8:04:20 PM
Does anybody read the scoop anymore?? A couple issues brought up by people:
Refills--the refill policy changed awhile back--refills are unlimited now as long as they haven't left the store.
Extra syrup--customers pay ONCE for extra syrup for their drink. If they order a venti drink with almond, toffee nut, vanilla, etc., they get 5 pumps of each and charged one time.
Pastries--ALL store are supposed to be donating expired pasties to charity when and if possible, not just throwing away.
Posted by: MNSM | Sep 7, 2006 8:18:59 PM
I think its perfectly fair for the customer to order whatever they want. More power to them if they've figured out a cheaper way to order a drink. I was appalled when a fellow partner described her experience of ordering a similar drink at another starbucks. They acted like total jerks. She just wanted a couple of shots on ice with half and half. In my opinion this is totally different than ordering and iced breve mocah.
Posted by: st | Sep 7, 2006 8:24:59 PM
I think its perfectly fair for the customer to order whatever they want. More power to them if they've figured out a cheaper way to order a drink. I was appalled when a fellow partner described her experience of ordering a similar drink at another starbucks. They acted like total jerks. She just wanted a couple of shots on ice with half and half. In my opinion this is totally different than ordering and iced breve mocha.
Posted by: st | Sep 7, 2006 8:25:41 PM
A ghetto latte? Pardon me, but who are you to change the names of Starbucks drinks? The lady in question did not order a ghetto latte, Starbucks does not offer "ghetto lattes". She ordered an Iced Venti, no water, half ice, Americano which to my knowledge IS a starbucks drink. You're upset because of the amount of half and half she used? That's absolutely ridiculous.You're upset because she's customizing her drink? Again, ridiculous. Is there a limit to the amount of condiments a customer is allowed to put in their drink? NO!How hard is it to refill the condiment bar!? It's not hard at all because THAT'S your job! You're upset because she spent $4.82 instead of $10.42? Preposterous! Did you offer her a pastry? Did you suggest a pound of whole bean for the home? Did you try anything else to increase that sale!!? you really have nothing to complain about because your customer ordered a valid starbucks drink: an Iced Venti No Water Half Ice Americano. Just say yes, because she chose to spend her $4.82 at YOUR store instead of the competitor.
If you're getting irritated because the customer customizes their drink then maybe this isn't the right job for you?
Posted by: SBUXGUY97 | Sep 7, 2006 8:42:36 PM
Am I the only one who likes steamed milk???
I've never used the milk at the condiment bar. I like steamed milk with my espresso, and maybe a squirt of real caramel sauce! Heating the milk breaks down the proteins and makes me less congested than unheated milk.
Posted by: | Sep 7, 2006 9:05:01 PM
What is Starbucks ultimate policy? "Just Say YES". If it is not illegal, immoral, or unethical (for you not the customer), JUST SAY YES! Many, probably 1000s of customers have their way of "beating the system". Let them. Why? Because Starbucks is still making a profit on them. Our job is to put a smile on the face of each and every customer, each and every time they come in to our stores. I know these "ghetto lattes" or what ever you want to call them (we call them "do it yourself") happen a couple times a day. I used to have a stockholder do it, and pay with his stockerholder SBUX card. WOW!! We still made money off of the 2 or 3 shots of espresso to make up for the dairy.
Now for those of you who say "if they put it in at the condiment bar, they are doing the labor, so don't charge them. But if you put it in, then you do charge them", I have one thing to say what the company feels about that: Check out the price difference between the Iced Coffee, and the Iced Coffee Con Leche (with dairy)...There is no price difference, yet you did the work.
Ultimately it comes down to one thing, making their day. What are you going to do, to make their day?
WO
Posted by: WO | Sep 7, 2006 9:15:22 PM
It damn well should be called a ghetto latte because I don't think an Iced venti half ice no water americano is the same drink as a iced quad venti breve latte when its made NOT TO STABUCKS RECIPE STANDARDS BY THE CUSTOMER! sbuxguy97
I don't recall that starbucks has dibs on the drink name after the customer has taken it away from the counter, so go blow it out your wish-you-knew-it--by-the-book decaf pink eyed self.
Posted by: | Sep 7, 2006 10:12:54 PM
I on the other hand commend the so called "ghetto-latte" I'm the first to admit that while I work at a SB northeastern store- I'm there to make the store money- I'm no fool. I personally hate Starbucks- I hate what they do- I hate what they stand for (america taking over the world)- I hate that other coffee places are shoved around like what walmart does... and this is why I do nothing but take from the company- I take their insurance, I take their free water and ice, I take their drinks w/o partner beving, I give away plenty of free refills, I do not charge for extra this or that, I throw away the pastries because homeless people need to find jobs (if I can work for less than $7.75 an hour and still have insurance and a crappy place to live - so can they!), I work on the clock lunches, I get my bag o coffee a week and take partners who don't want theirs. I'm even planning on going back into starbucks with enough coffee and return it for the $200 espresso machine- since its only a case of returning about 16 bags of free coffee to a store 8 bags at a time or so- and accumulate enough credit.
If you don't thinkits possible? Well I'll be happy to take the return myself from "someone I don't know" and say, "well I'll just have to say yes! to your amazing amount of returned coffee for our multiple hundred dollar espresso machine.. if you only had another 84 bags I'd give you our $1299 machine- better yet- I have a discount code for.. gasp April and may discount days!! here it is for half that!"
and I will love every minute of it- SB is getting theirs and I'm getting fed, satiated, and rich of the SB buck ;)
could this all happen? possibly... is it? 5th amendment ;)
Posted by: 37th&springst. | Sep 7, 2006 10:19:50 PM
Oh anonymous, you still don't get it.
" It damn well should be called a ghetto latte because I don't think an Iced venti half ice no water americano is the same drink as a iced quad venti breve latte"
It's not the same drink. Starbucks offers both the Iced Venti Half Ice No Water Americano as well as the Iced Quad Venti Breve Latte, and both of them are valid. I think what you don't understand is that the customer in question ordered an ICED VENTI AMERICANO through and through and that she just CUSTOMIZED it. That is the point of the custom box on the cup! Or else why would it be there?
and in regards to the rest of your comment:
"when its made NOT TO STABUCKS RECIPE STANDARDS BY THE CUSTOMER! sbuxguy97"
I can't even begin to understand your point here....But I can tell you that when the customer picked up her ICED VENTI NO WATER HALF ICE AMERICANO from the handoff station that drink should have already been MADE TO STARBUCKS RECIPE! It should have been in an Iced Venti cup..It should have had four shots...and half the amount of ice and no water added. That, anonymous, would have been Starbucks recipe standards. Afterwards she would have put in half and half to her liking...and that is the part that has nothing to do with Starbucks recipes!
Posted by: SBUXGUY97 | Sep 7, 2006 10:43:46 PM
And furthermore, I think it's arrogant and downright rude to assume your customer is trying to get over on you just because she orders her coffee the way she likes it! Shame on you!
Posted by: SBUXGUY97 | Sep 7, 2006 10:54:07 PM
oh don't be such a nieve goody two shoes! Of course they are! They admitted to it once saying its cheaper than buying the equivalent shots in an iced venti!! They know they're doing it and they think its ok!
shame on me? - I guess shame on the 75%+ of other people here on the board who agree that people like that should be stopped.
Posted by: | Sep 7, 2006 11:04:49 PM
Q: Is an iced venti no water half ice americano a valid Starbucks drink?
A: Yes
End of story......
Posted by: SBUXGUY97 | Sep 7, 2006 11:10:51 PM
SHE is drinking 4 oz od espresso barely a few oz of ice and 15 oz in a 20 oz+ cup of MILK! SHE IS DRINKING A BEVERAGE [WORTH, NOT] a SPOONFUL. a kids milk alone (like 5 oz) is $1.00! Please learn how to keep context.
Posted by: | Sep 7, 2006 11:27:21 PM
Perhaps you might add this as an addendum to the previous question...
Starbucks policy states that- if a customer orders a drink where the following occurs you do not charge extra: extra carmel/syrup of the same carmel/syrup in the drink, adding a milk as a condiment (is add some half and half to a grande brewed), adding whipped cream to a coffee frappuccino, or substituting half a syrup for another syrup (ie, pump only 1 1/2 pump vanilla and then pump another 1 1/2 pumps of rasberry or something to a vanilla latte).
The policy then states the following is charged: if you add half and half, organic, heavy cream, or soy to a drink (latte or not), additional syrup not in the original recipe (adding hazel nut to a vanilla latte drink on top of original amount of vanilla), adding any syrup to a normal latte that is not a vanilla nor hazelnut (ie a rasberry latte = latte price plus $.55 rasberry syrup).
My personal beliefs: If you ask for extra anything we should charge you for it. its only $.30 - $.55 cents extra. We cannot stop people who do the ghetto latte thing because we cannot accuse them of something before they've done it. The only way to do it is for us to not keep a condiment bar out! That would be very disruptive to business. The people mentioned get them NON stop- they do not order anything else. If you (as a non-starbucks employee see them- (anyone who does it) you should let them know the more they use the condiments like beverages instead of condiments they will eventually be taken away or be an additional charge.
These are more ghetto-drinks:
Iced Venti, no water, shaken black Iced tea = 2x to 3x the amount of tea we would add to a normal venti. = SHOULD be 2x to 3x the price! (you don't add an extra patty on a single patty hamburger w/o upcharge).
Iced Venti, no water shaken (any tea) Iced tea + additional Grande Ice water = 2 grande shaken black iced teas.
Venti anything plus an extra empty tall cup. 2 talls = 1 venti. Nothing really could stop this - except an empty cup charge.
Posted by: midas | Sep 7, 2006 11:29:22 PM
I think this is a good debate in that it brings out a lot of what is wrong with our partners' attitudes these days. I'm hearing a lot of arrogance and just some really frightening things as to what extent partners will be willing to do to harm the company. It is my sincere hope that the majority of the company is staffed by honorable people who just want to enrich people's daily lives. Remember it's all about the Starbucks Experience. That's what keeps them coming back.
Posted by: SBUXGUY97 | Sep 7, 2006 11:42:07 PM
Just give them decaf. That'll show them. ;)
Posted by: | Sep 7, 2006 11:52:19 PM
What a bunch of assholes the SB people are to bitch that much about milk and customers. I really have to wonder why I bother spending money at all at SB. Maybe if I'm such a terrible person I should just drink it at home. There's barely a difference between SB and Folgers at this point anyway.
Telling us we're taking advantage of your condiments (ps - it's just milk and sugar packets, not gold, pearls and treasure you've got spread out) by spending $2+ for a drip coffee??? And you're upset that customers are adding milk? Are you serious? Does SB brainwash you into thinking you invented ... coffee with cream ... and that somehow that's some trademarked/branded product you're supposed to be so serious about upselling?
I go every day and spend $2 to get a grande drip in a venti cup. I then go to the condiment bar and put in an inch of milk and two Equals. Why? Because I like coffee with a lot of milk, the way my grandma used to make it for me, and two equals makes it taste just right. And I'm happy. And I keep coming back.
Yes, I could order some dopio triple cream vanilla frappe with chocolate sprinkles or whatever, but guess what ... it's just coffee that I want ... I don't want an americano, I don't want a latte, I don't want anything fancy, just a goddamned cup of coffe to start my day off. And it's drip for god's sake! I'm paying $2 for $.20 of coffee beans and hot water.
Here's a little perspective for you SB corporate brainwash victims (oh, sorry, what are they telling you to call yourselves nowadays ... owners? partners? shareholders?) about where you really fit in in the rest of the world now that your little summer job has magically stretched into your "career": You work in a coffee shop pouring coffee, so you can lay off the attitude. You're one step away from asking if we want fries with our burger.
Posted by: Coffee Drinker in Seattle | Sep 7, 2006 11:54:25 PM
"I on the other hand commend the so called "ghetto-latte" I'm the first to admit that while I work at a SB northeastern store- I'm there to make the store money- I'm no fool. I personally hate Starbucks- I hate what they do- I hate what they stand for (america taking over the world)- I hate that other coffee places are shoved around like what walmart does... and this is why I do nothing but take from the company- I take their insurance, I take their free water and ice, I take their drinks w/o partner beving, I give away plenty of free refills, I do not charge for extra this or that, I throw away the pastries because homeless people need to find jobs (if I can work for less than $7.75 an hour and still have insurance and a crappy place to live - so can they!), I work on the clock lunches, I get my bag o coffee a week and take partners who don't want theirs. I'm even planning on going back into starbucks with enough coffee and return it for the $200 espresso machine- since its only a case of returning about 16 bags of free coffee to a store 8 bags at a time or so- and accumulate enough credit.
If you don't thinkits possible? Well I'll be happy to take the return myself from "someone I don't know" and say, "well I'll just have to say yes! to your amazing amount of returned coffee for our multiple hundred dollar espresso machine.. if you only had another 84 bags I'd give you our $1299 machine- better yet- I have a discount code for.. gasp April and may discount days!! here it is for half that!"
and I will love every minute of it- SB is getting theirs and I'm getting fed, satiated, and rich of the SB buck ;)
could this all happen? possibly... is it? 5th amendment ;)
Posted by: 37th&springst"
If I was your manager, I'd fire you on the spot for half the things you admit to doing there. Not partner beveraging your drinks is considered stealing. Taking something you get for free and returning it for credit so that you can buy something that you don't get for free, stealing. On those two accounts I'd get you out of my store right there. Good thing you don't work for me. :)
Posted by: Scorpio370 | Sep 8, 2006 12:02:01 AM
Coffee Drinker in Seattle - Loose the attitude. Just because you put about an inch of milk in your coffee is not the issue. The issue on hand is people filling over half a cup full of milk. Someone posted earlier, just because it's there does not mean that you can take it all, it's there to compliment your drink, not make it.
I also resent the fact that you are saying sbux "brainwashes" it's partners, some of us enjoy what we do, we enjoy the interaction with our customers. It's people who think we are nothing more than a fast food worker that I can do without. I go out of my way to make people feel like they are part of my extended family. I keep my store clean, I do it for everyone, not just one or two regulars. I smile at them all, I greet them all, I thank them all, I tell them all to have a nice day. Why? Because maybe, just maybe, it will make someone feel a little better in their day and want to come back for my politeness and attention to details in my store.
And to everyone who hates sbux, If you hate it so much, then why do you patron/work there? Find somewhere else that is more to your liking and leave it well enough alone.
This thread has gotten way out of hand.
Posted by: Scorpio370 | Sep 8, 2006 12:10:47 AM
Kudos to Scorpio370! I knew we had some admirable partners out there. And to CoffeeDrinkerinSeattle your patronage is much appreciated!
Posted by: SBUXGUY97 | Sep 8, 2006 12:11:34 AM
Whoa! I am so glad that I live in Alaska away from the maddening rush. I am AMAZED at how much time and thought goes into a so called "ghetto latte". Who cares?? I like a little extra cream in my regular coffee but certainly wouldn't confuse it with a latte. Sounds like Starbucks needs to start offering benefits plans with vacations and other perks for you guys...
Posted by: Pennster | Sep 8, 2006 1:00:30 AM
2 words:
Expired decaf.
Posted by: 10101 | Sep 8, 2006 1:07:18 AM
Coffee Drinker in Seattle - If you live in Seattle where the sales tax is the most expensive your paying 1.86 for a venti. If you don't want to pay 1.86 for a venti, bite me. You can send your god damn bussiness elsewhere. You can take your bussiness to the 7-11 down the street and drink the .99 cent swill.
I'm sick of people like you bitching about prices, if you don't like it, don't go, enough of you stop going the prices will lower, it's called "Market Forces." Supply and demand.
Posted by: ArtWDrahn | Sep 8, 2006 1:14:38 AM
Reminds me of "hobo tomato soup"... order a cup of hot water (teabag on the side), then make creative use of the ketchup packages!
Posted by: Phil | Sep 8, 2006 1:31:21 AM
uh...actually Artwdrahn, that Coffee Drinker in Seattle has lots of options here (Seattle). 7-11 is cheap and easy, but even Dunkin' Donuts and Krispy Kremes have gotten better national reviews on their drip coffee than Starbucks, so CDinS will fine. If wants to look for more gourmet stuff, there's that too. With more independent coffee shops than any US cities I have ever been to, Seattle definitely allows you to try something new everyday (I believe I posted a list of independent shops in Seattle in a prior thread...hope everyone has taken an intiative to try them out)...I've certainly have, since I haven't visited a Starbucks since the Sonics were sold, and only a couple of times since I left Starbucks in February. Peace.
Posted by: formerly "anon" | Sep 8, 2006 1:36:13 AM
I go to SB because of the friendly people and the good coffee. Sometimes a pastry. It has nothing to do with price. I know I'm going to get treated well, and I always tip well.
The things I said were to push your buttons, nothing more. Now we're getting somewhere.
You're working hard as a barista and deal with soccer moms in SUVs treating you like washed up fast-food workers, talking to the nanny on their bluetooth ear bud as they hastily pay you without taking the time to notice you. Do you partners see what's like to have your customers think less of you because of what you do? You're doing the same thing to customers here. You're talking about customer like they're shoplifters, using prejudicial/racist terminology to classify something so trivial and so off target from the cultural message SB wants to imprint. It doesn't feel very good, does it? It certainly doesn't make SB a place I want to go back to, knowing that I'm probably being scrutinized for my overuse of Splenda.
I've worked in corporate america for two decades and every franchise I go to in my travels, I see the one shiny-eyed employee who is so taken in by how goddamned important they have been told they are that they really, really, really believe they sell the Secret to Better Living(tm). They don't. They're just jerks. And they're not doing their job if I enjoy the food/coffee/CD but never, ever, EVER want to return for fear of having to interact with someone wearing waaaaay too much flair.
And that's where my bad attitude comes from. When employees approach customers with "corporate speak" it annoys the hell out of them. When SB employees bitch about stupid stuff like milk and "ghetto lattes" and say "bite me" if someone complains and can name off the key combos from memory that equal a damned drip coffee with a bunch of cream and OH THE HORROR let's CHARGE THEM MORE! ... well, then that just turns me off. It disgusts me, in fact. It makes me believe that some employees, like many I've read on here recently, have been oversold on the idea of being a "partner" without any of the responsibility that comes along with it - holding your spiteful tongue and realizing that the goal of being a partner, or an employee at any company, is to make your customer happy and get your customer to come back.
Maybe it's time SB did a little remedial training on the Customer Experience, and how, even if Grandma Tilly comes in and asks for something really wacky and we could charge her more for a drip coffee with plenty of room (because she could pay for a venti and pour a few ounces out in the garbage can to make room), it would be INCREDIBLY TACKY TO DO SO AND WOULD TURN THE CUSTOMER OFF. Oh, you'd sure show her who's boss! But so what? Will Grandma Tilly come back? And if she does, will she try the seasonal RTE item?
It's not about cost, it's about thinking customers shouldn't be labeled for spending $2 on a cup of coffee, plus or minus a few cents, and then tweaking it with items in the condiments bar. It's ironic, because it was actually a SB employee who, when I requested room, said, "Why don't you just get a medium drip in a large cup - you'll have plenty of room!" It was really thoughful. Saved me a few cents. Saved SB in garbage costs and cleanup from the coffee I always poured out.
Posted by: Coffee Drinker in Seattle | Sep 8, 2006 1:45:49 AM
You know what amuses me is how the majority of Sarbucks employees think they are the depressed little Gothic boys and girls, the trendy little children of "Metrosexuality" (which really is a queer way of saying Gay), the purveyors of 'wisdom' only the truly 'downtrodden' 'know'. When in essence the majority of them are nothing but assclowns and assjockeys. If charging outrageous prices for a blasted cup of coffee or tea isn't enough to inflate your ego then remove the Half and Half and other condiments from your tables. In fact hell remove all the condiments from the table and charge the customers for each and every little thing they want in there. Hell instead of the $10.82 for 2 (TWO, DUECE, DUEX, NI WHATEVER YOU WANT TO CALL TWO) drinks isn't outrageous enough think how much you can charge now...damn like maybe $24.75 shoot maybe even $39.99 just for the 2 drinks.
Or wait maybe here is an idea. How about the customers are trying to say that the Superinflated ego's of the Starbucks employees aren't actually that intelligent or maybe even lack the proper hand eye coordination to make a drink that is actually palatable to the customer. Maybe Starbucks employees should stop makinig racially intoned comments by labeling drinks 'ghetto latte's' (seriously be honest everyone here first thought and still thinks the customers being referred to are black people). That is messed up.
Finally to all of the 'Intellectually, Mentally Superior Starbucks employees' let me say that you are not that smart, mentally superior to anyone. And for those of you employees who proudly wear all the little piercings, dye the hair 15 shades of puke purple, men wearing the makeup, so and and on, one you are not Gothic and do not comhprehend Gothic. It is not wearing leather belts and having 25 holes in one earlobe. It is not sporting the same tattoos that 500000 in your state have, not writing the same pathetic attempts at poetry, not listening to the same music that your mother is listening to. Face facts, goth is about individuality, getting the same piercings, tatts, listening to the same exact music is not unique it is conforming. In reality you are all wearing little uniforms of conformity and are embarrassments to the real sense of Goth. Its not about what you wear, what you do, its about who you are.
Posted by: hemlockboy | Sep 8, 2006 1:56:48 AM
If customers cant afford the full price for the drink, maybe they should go to 7-11 or the local gas stations instead. Its no surprise that Starbucks is expensive. They have been that way for years. But if you feel the need to try and pay less, go someplace else instead, please.
Posted by: tweetybird | Sep 8, 2006 2:27:11 AM
Let's keep the debate civil and knock off the personal attacks, etc. I don't