« Finally!: Starbucks to offer limited free wireless Internet | Main | Want a comment about Starbucks (or anything else)? Just ring up a professor »
February 11, 2008
Starbucks stores to close from 5:30 p.m.-8:30 p.m. on February 26 for retraining of baristas
While stores are closed for three hours that Tuesday, Starbucks baristas "will be trained in creating the perfect shot, steaming the milk and all the pieces that come together in a drink," says a Starbucks spokeswoman. How many customers will freak out to discover their Starbucks is closed just when they need an early-evening caffeine fix? (Read the Seattle Times story)
February 11, 2008 | Permalink
Comments
Thanks Jim and if we could actually get an edit on the date and make it February 26th, that would be awesome.
Thanks for the quick response time!!
On to the chatting....
So does anyone have anymore details? Are we getting entire districts together? Is it just a store thing?
Will there be a release of new beverage quality standards that we train on?
The only reason I ask (and I really am not trying to sound pretentious or cocky here), but my partners do not need a beverage quality RE-training. They know how passionate I am about it and that myself, ASMs, and shift supervisors all hold people accountable to it.
I also make the expectation clear when I'm interviewing people that I am very strict about beverage quality and customer service.
Posted by: Vicki Verona | Feb 11, 2008 3:40:23 PM
not a barista, but "retraining" would have to be in reference to manual espresso machines and not the automatic ones right? is there really any training that takes place on the push-button ones?
Posted by: | Feb 11, 2008 3:41:04 PM
Kinda surprised that they dont have a press release out yet. This is clearly something that is going to affect a lot of people and you'd think they'd give notice immediately.
Posted by: Vicki Verona | Feb 11, 2008 3:47:48 PM
man i was gonna go in that day n getta caremel frap..
Posted by: chris n cali | Feb 11, 2008 3:54:44 PM
There is a 3 page action item on the portal today. We will now only pull double shots, we will never re-steam milk even if it han't gone below the re-steaming mark, thermometers in every drink, shot glasses only unless it's a espresso to go, get rid to the big pitchers....basically it seems like a meeting to reiterate how important it is for our company for all partners to be on board as we move onward to recreate the 3rd place with quality espresso drinks....the DM's all had a call this afternoon with more info to follow. A lot of stuff we've already begun to do but now just putting it all together to all our partners....I also think it's a pretty bold move think of the lost sales and added pay but it's telling America we mean business and our drinks will be quality and standards will be followed no matter what Starbucks you step into...now if only they could do this to the licensees
Posted by: Northern Latte | Feb 11, 2008 3:55:12 PM
Anon,
Yes there is a great deal of training that is needed for an "automatic" machine.
There is a huge mispercetion that the Verismo machines are fully "automatic".
They are not.
They automate some functions but one still needs to monitor and adjust the grind to ensure a proper shot is being pulled. Nor does it monitor proper milk handling for you.
I find it ironic that people refer to the LaMarzocco as the "pure" manual espresso machine of old. Truth is when it came out the same criticisms were leveled against it being "automatic" because it pumped the water for you instead of having to pull down on a piston machine.
Improvements on technology make some things in life easier....... but they do not completly take away the art. It still requires a properly trained barista to produce a great tasting espresso shot.
I'm looking forward to us having that shot pride back.
Posted by: | Feb 11, 2008 3:59:38 PM
northern latte,
if I'm not mistaken, license store employees will have to attend these meetings too. Whether or not they attend a company owned store's meeting or if they have their own, I don't know. Support center staff and service techs are also to attend the meeting at their local starbucks as well.
Posted by: sfbuxmgr | Feb 11, 2008 4:03:49 PM
oops, I AM mistaken.
License store DM's will be attending a meeting along with company-operated store DMs. I figure they'll still have their own meeting to go over the new standards.
I for one am overjoyed to know that I can get a drink at a different Starbucks and know they have higher standards to follow, like no more big pitchers and NO MORE RESTEAMING MILK!
Posted by: sfbuxmgr | Feb 11, 2008 4:11:35 PM
I only wish Jim loved me more and said that, "The Boston Starbucks Rebel reports that all U.S. Starbucks..." Like wasn't I the one who told everyone about skinny lattes?
Posted by: BOSTON STARBUCKS REBEL | Feb 11, 2008 4:18:14 PM
"shot glasses only unless it's a espresso to go"
Um, no. ALWAYS. Even "to go"
Posted by: | Feb 11, 2008 4:26:00 PM
By espresso to go they mean you are supposed to pour directly into the cup when someone gets a single or doppio to go since they are typically consumed immediately. Read the message from Howard.
Posted by: | Feb 11, 2008 4:28:06 PM
No, the email (voicemail) actually said that espresso shots to go are to be pulled directly into the cup.
Re read it.
Posted by: | Feb 11, 2008 4:28:16 PM
It specifically says you may pour directly into the cup if it's espresso going into a demitesse (sp??) cup or a paper cup to go.
Posted by: | Feb 11, 2008 4:32:45 PM
anon at 3:41:04 - You're kidding, right? Push-button or not, do you think machines refill, maintain, calibrate, and clean themselves? We are in fact (supposed ot be) trained in proper usage and maintenance of our espresso machines.
Posted by: SS | Feb 11, 2008 4:46:03 PM
This is going to be interesting. I came on board well after Howard left the company, so this is all new for me. I'm looking forward to the retraining session, since the chick who was supposed to teach me all this was more interested in sucking up to one of the other partners for some reason. :D
:gloat:
Posted by: Scriblerus | Feb 11, 2008 4:53:42 PM
By 'License store' - does that mean the SB's that are in grocery stores or Targets, but the ones you can still use SB cards at?
I hope so, as the closest SB to my house is in a grocery store, and it makes appreciate the regular SB's even more! I will purposely drive past the grocery store one and go out of my way to another SB on my way to work because I know my beverage will be made better! Not to say they are universally bad, but that one is!!
Posted by: | Feb 11, 2008 4:56:10 PM
Look, if you think there is no in store maintenance on the 801, then you may be in for a shock on the 26th...
There has been an increase in "Powder Error" and "overtime error" calls from the stores. This is simply because the partners in the stores are not paying attention when the machines have been upgraded. These things are horribly sensitive because we have really stretched the tolerances they need to maintain.
Not being vigilant about rinsing the shot glasses can quickly lead to the new filters being clogged with the finer espresso grind. A partner who is not paying attention will do what we have done for years: Move the adjustment knob five or six notches to the right because the difference between 19 seconds and 35 seconds seems eternal. Rinse, move one notch, time the third.
The company's techs have worked hard to get you guys ready for this, the day to day maintenance is up to you, however. Just because it's in a closed box does not mean it does not need close attention.
I know this will be part of what's covered.
Posted by: Herman M. | Feb 11, 2008 4:57:29 PM
Yes, by licensed stores, they do mean the ones typically found in grocery stores, Target, hotels/casinos, amusement parks, and airports. The ones inside Barnes and Noble Bookstores however don't fall under this umbrella if I'm not mistaken. They are a "proudly serving Starbucks" drinks type of store, rather than a licensed store that has the same logos, menu boards, merchandise, aprons, etc...
Posted by: sfbuxmgr | Feb 11, 2008 5:06:37 PM
Oh man, I hope this isn't going to be one long session, but maybe a couple of short sessions and you can pick which one works for you?? Of course I have a conflict that night!!
Posted by: | Feb 11, 2008 5:09:08 PM
I have to check/ask for foam on my latte @ most of the stores I go into. Not extra foam, just the foam that it is supposed to be topped with!! I had this problem a couple of years ago, and it has now resurfaced. Retraining would be a good thing!!
Posted by: ex-sbux-dm | Feb 11, 2008 5:12:38 PM
I think you are right on about B&N stores being different then the umbrella of license stores. They will not accept SB cards where the others will.
I'm not as concerned with BN attending as with the license stores attending as I feel they are more a part of SB since they accept the gift cards, and use the real cups and bakery items, and merchandise. I won't go near the B&N cafe, that is in my town, within a 10 ft radius!
Posted by: | Feb 11, 2008 5:13:41 PM
"I have to check/ask for foam on my latte @ most of the stores I go into. Not extra foam, just the foam that it is supposed to be topped with!! I had this problem a couple of years ago, and it has now resurfaced. Retraining would be a good thing!!"
I feel you w/ the foam issue...I have to do that too and I always order a macchiato. I don't know how they could forget!
Thank you Father Starbucks!!!
Posted by: | Feb 11, 2008 5:15:47 PM
Pulling espresso into shot glasses only is nothing new.....that was always the standard. It's just that most everyone chose to ignore it. Partners would look @ me like I had 2 heads when I coached them on that issue.
You had to pull a double shot with the La Marzoccos - nothing earth shattering there either.
Quite frankly, I get bad drinks everywhere: licensed and company stores. In fact, I was getting much better drinks @ licensed kiosks than I was retail stores for awhile.
You can only control what goes on in your own stores!! The problem that a lot of people have is they are too busy looking at what everyone else, is or isn't doing, and use that as excuse for what is "wrong with Starbucks." What is wrong with Starbucks is many partners are poorly trained on the art of making a good espresso drink, they don't take the time to connect with customers anymore, and I get the sense that many of them just don't care!!
Howard has a long haul ahead of him.
Posted by: sbux stockholder and former partner | Feb 11, 2008 5:21:27 PM
shot glasses were NOT supposed to be used.. the standard was to dispense into the cup (unless cold/personal)....
Posted by: Brandon | Feb 11, 2008 5:41:38 PM
Hey Mr. Stockholder and former partner. If you had actually read the manuals, when ever you worked for sbux, you would have known that it has been at the baristas discretion whether or not to use shot glasses, as stated in our pretty manuals, and therefore would not have just made a liar out of yourself in your post.
It may have always been your wish that they use the glasses but until last week it was never the standard.
Secondly, everyone has bad experiences at sbux. This training session will be our way to ensure everyone gets on the right and same page, to minimize those bad visits. It's wrong to critisize a company that is clearly bending over backwards to make things right again after such a long focus on the bottom line. As a stockholder, i'd think you'd be more in line with this mode of thinking, seeing as how you stand to make a great deal more money over the next year or so.
Lastly, I'm a stockholder too and currently still a partner. So you can dispense with the holier than thou attitude. Most of us on this board, partners and customers, own a part of starbucks and are just as important as you.
Thanks
Posted by: Nerfebarista | Feb 11, 2008 5:50:35 PM
Not a barista, just a frequent customer of Starbucks... won't closing for 2.5 hrs lose a lot of business? After dinner isn't as busy as morning, but it's when I tend to stop in.
Posted by: Kimberly | Feb 11, 2008 5:51:16 PM
Brandon, see my above post and read the beverage resource manual on your next shift. Ty =)
Posted by: Nerfebarista | Feb 11, 2008 5:51:54 PM
Its actually "His Holiness Supreme Pontiff Howard Schultz, Servant of the Servants of the Siren."
Posted by: BOSTON STARBUCKS REBEL | Feb 11, 2008 5:52:42 PM
Not an partner or manager - just a Starbucks fan. Hope it's alright to weigh in...
I'm noting the "All U.S. stores..." Does this indicate the Canadian stores have no quality issues? Not enough quality issues? Are we simply off the corporate radar? Are on phase two of the retraining / market share plan?
As an aside, I stood in front of the cash and waited this morning for someone to aknowledge my presence and take my order at a local corporate store. The partners were talking about a McCafe one of them had visited - and she was mightily impressed. I wonder if part of the retraining has to be not only to help partners create quality but to help them believe in Starbucks again. Just a thought based on a brief interaction in one store - for whatever that's worth.
Posted by: [rhymes with kerouac] | Feb 11, 2008 5:54:10 PM
Closing for these few hours on a tuesday night will indeed lose us a few dollars, but what is that when compared with what we gain? Everyone going through the motions to learn/relearn what it is to work for starbucks and provide the type of service and coffee you can't get anywhere else. We can spare a few bucks to make that happen. this is a GREAT decision.
Posted by: Nerfebarista | Feb 11, 2008 5:54:13 PM
OK so why is using the shot glasses better than letting them pour directly into the cup? I'm talking about when you make a Latte here...
If you use the shot glasses then some of the espresso residue will remain in the shot glasses when poured into the cup am I wrong?? Then you're only getting 96% of the espresso flavor rather than the 100% by letting it just pour directly into the cup?
What am I missing here??
Posted by: Sheik | Feb 11, 2008 5:58:23 PM
Sheik,
If you pour into the shot glasses you can look at the shot (heart, crema, etc) to make sure that it is looking right. It will better help clue you in if the machine needs to be calibrated before the 1 hour mark.
Keep your shot glasses rinsed and you will have many less issues with shot residue.
Posted by: | Feb 11, 2008 6:03:52 PM
If you pour straight into the cup, you miss the oppertunity to visually and arommatically observe how well the shots are comming out. That is the reason cited by our action item.
Also, there is the slightly more important quality issue of having shots sit in those paper/ceramic cups longer. I can count the number of times I've used the cup to pour straight into and all five were at the request of the customer.
If you use shot glasses, you can see when you need to recalibrate, when you need more beans, and if you rinse your glasses often, there is no quality issue, you don't lose any part of the shot and you can ensure a quality beverage more often.
Posted by: Nerfebarista | Feb 11, 2008 6:04:12 PM
what ive heard from my sm...
1) no more hitting the single shot button (for automatic machines), we MUST hit double...doesnt pour right or something.
2) pour shots into shot glasses only (effective in my store for over a week now)
3) WE ARE GETTING RID OF SPOONS! (cap/latte spoons, not mixers)
UGH.
Posted by: ohbee | Feb 11, 2008 6:13:51 PM
The standard is to pull into ceramic demiatsse, but if it is paper, you must use the shot glass. (the demi is a glorificed double shot glass).
The idea behind the training is this:
you will steam milk poorly (over 17o to burn it) and taste it against milk steamed correctly
you will taste shots of espress: perfer (in range), old, single vs. single pulled as dboule, etc.
there will be a section on customer service and making sure people know how to take care of the customers
and to the cocky manager whose team doesn't need retraining because he's so passionate about bevererage quality, you are not there all day, and trust me, your partners can use this. the fact that you are so quick to say you don't need it tells me you do. (do you have 10 or more coffee masters? no? then yeah, you need this.)
this also is the launch day of the new promotion that focuses on "the best espresso in town" Howard couldn't stand the idea of this slogan on our buildings knowing how broken our standards have become due to a lack of education.
dstitches4194@yahoo.com:
shots dont form in the cup, and the flavor will fall flat. you also cannot monitor a quality shot when you pour into a cup as you can't see the layers form. A DECENT and EXPEREINCED Barista can tell a bad shot just by looking at it. That is hte true crime of the 801's. The upgrade really improved shot flavor. Its amazing how the grind gets off so easily after an hour of use. I mean seconds difference. And 96% my ass. 100% awful if its a bad shot!!! Don't be lazy. People like you make me wish they'd bring back the hand tamping. Bad baristas would be weeded out after three hours on the bar.
canadian stores are part of the US division now, so you'll probably be doing this too.
And I am sure some cusotmers will be disapointed, but this is going to make them happy in the long run if it does ignite passion over our beverages and increases quality.
This is just the beginning of some very wonderful things.
Posted by: coffeemaster | Feb 11, 2008 6:14:17 PM
It would be nice if our machines were calibrated properly so that every time we pull the shots into the *(@&#&@! shotglasses, it didn't spit at us and burn us constantly. Not to mention the huge mess made on the bar when this happens. It already takes considerably longer to make these drinks and get people on their merry way. I hope uncle howie has increased the budget considerably for bar towels. Even before this shotglass BS, we'd barely have enough to see us through the week.
I just can't WAIT for them to take the big pitchers so we can't manage to get 2 grandes out of one pitcher. Yessirree, I can just see customer satisfaction going WAY up when they have to wait at least twice as long for their drink when they really need to get back to work/school right quick (BTW, this is referred to as sarcasm).
Posted by: disgruntledbarista | Feb 11, 2008 6:15:54 PM
Hey uh, Coffeemaster, I think you missread my comments, i don't pull shots into the cup, ever, if I can help it. I'm right along with ya.
Posted by: Nerfebarista | Feb 11, 2008 6:20:49 PM
^ Uhhh first of all I'm a girl, hence the name Vicki. Second, I am not being cocky, and I even made a disclaimer about it. Third, I run a 43k/wk store and every one of my leadership team is a Coffee Master (1 SM, 3 ASMs, 5 shift supervisors)...sorry I guess I missed your arbitrary 10 CM standard by 1.
Don't tell me my store needs this without even knowing how I run my store. My customer voice numbers show us at the top in our region for Taste of Beverage and Overall Satisfaction. Our opportunities lie in speed of service, but thats only because we are a store that is passionate about quality.
I'm also an MCM so don't tell me that we need this. I specifically said that if it was just a retraining on previous standards from the BRM, then we wouldnt need it because our store has a reputation for great service and quality. However, it sounds more and more like there are new standards being put out which is why I retract my statement.
The tasting activities aren't anything new. They were actually part of the Coffee Master tab in last summer's promo workbook. The only thing different is now the company is going to actually care about it.
Posted by: Vicki Verona | Feb 11, 2008 6:21:49 PM
BTW, I also, am a coffemaster and experienced and for all intents and purposes, i can HEAR when a shot is pulling bad. I wasn't argueing against shot glasses, I was argueing in favor of them =)
Posted by: Nerfebarista | Feb 11, 2008 6:22:26 PM
Ah Nerfebarista I want to come have a beverage at your store. So much of the flavor of a coffee beverage comes from a deep and rich body to the coffee itself. Too watery is painfully wrong. This would be true whether it is drip or espresso. Frankly, I think this is partly why a french press has SO much flavor compared to drip, but I don't know ... I've always been slightly dismayed to watch espresso beverages shot directly into my personal cup (I don't use paper cups ever!). The short little tumblers fit neatly under the thingy that the espresso comes out of, but I so often wonder how a barista can tell if the shot is full-bodied enough!
I think this training can only be a good thing. Even for those who are doing things right, this can help to lift enthusiasm about what they're doing. Pride in espresso drinks!!
I'm a little surprised that the timing wasn't scheduled like on President's Day or some holiday where offices downtown are closed. I'm sure a number of my local starbucks in downtown Seattle will be dead on Monday. Makes sense that if you're located in a highrise office complex it should be on an office type holiday, and if your store is located in more suburbia, then mid week, mid day makes sense when most people are at work. I guess the Tuesday time is a compromise.
I'm so excited about the changes coming. :-) Can't wait to go the shareholders meeting on 3-19 to see what else may be around the bend.
Sorry to be long and rambly! :-)
Posted by: Melody | Feb 11, 2008 6:25:27 PM
^ Melody,
Any idea when we are getting sent our invites to the shareholder meeting? I've already booked my flight. So excited!
Posted by: Vicki Verona | Feb 11, 2008 6:29:23 PM
by the way, i dont understand why all stores havent moved to small pitchers yet.
My store is high volume, and i am always on bar, and i rarely have a till. (im pretty quick). I was the first one to object to the small pitchers a few months ago. This was in large part because i have used big pitchers for so long, and i like to keep my bar neat..and hated the idea of so many tiny pitchers with an inch of lukewarm milk cluttering the counter. But i learned to keep the pitchers in line, two 2%, 2 nonfat(with a soy and breve on the side), constantly rinsing and in rotation. Its NOT BAD at all, trust me you will get used to it.
Posted by: ohbee | Feb 11, 2008 6:29:38 PM
I can't wait for this new stuff to take hold. Obviously shot glasses and little pitchers should be more or less instant, but there will be alot covered at these training sessions that will take time to get folks in the habbit of doing. We are finally heading back in the direction we should be after 8 long years of focusing on numbers.
Thanks Melody for your passion. If you are not already, you should be a partner. Drop your career and move over towards the light.
Posted by: Nerfebarista | Feb 11, 2008 6:30:01 PM
I cannot wait to be retrained. I am really excited to learn the right way to do things. Everything at my store is speed speed speed due to the volume. A custy has to wait two minutes and they think we forgot their drink. Maybe they should put out a press release stating that your drink might take longer to wait, but it will be worth it. So that I don't get sucked teeth and dirty looks my entire shift. Remind the customers that these are handcrafted drinks, that take time to make properly. People think that we have a convenience store machine back there that the latte just magically appears from.
Posted by: Beantownsbuxbitch | Feb 11, 2008 6:32:20 PM
Vicki,
How do you get 3 ASM's. Here in Boston, you're lucky if you're running a 30K store and get one ASM who isn't being traded around.
Posted by: BOSTON STARBUCKS REBEL | Feb 11, 2008 6:35:39 PM
Really? In California, 17k gets you 1 ASM, 28k gets you 2. They actually changed our ASM threshold and no longer want 3 ASM stores. However, because I am an MCM, my RDO allowed my store to have 3 ASMs since our promotion rate was high.
Posted by: Vicki Verona | Feb 11, 2008 6:42:17 PM
What do you mean we wont have spoons? how are we suppose to hold the foam back when pouring a latte!?
Posted by: | Feb 11, 2008 6:42:45 PM
On a Tuesday, really?
Hope my manager doesn't mind one of her shifts not being there. I'll be in school.
Posted by: brainybarista | Feb 11, 2008 6:55:50 PM
Retraining is needed in the stores Melody goes to!!! Shot glasses MUST be used for All personal, iced and used paper cups. I bet they ask her to hold her personal lid too. All cups needs to handed off with a LID (personal and refills)
I'm very excited about the new standards, I love the smaller pitcher but I think we need to chill them first. Double shots, great idea! Shot glasses only, even better idea!!
This is just the beginning, I'm sure their will be much more to come. Go Howard. Onward!!
Posted by: tall is small | Feb 11, 2008 7:00:04 PM
We DO have to ask people to hold their personal lids, smarty pants.
Posted by: | Feb 11, 2008 7:05:31 PM
Hey Jim,
The press has finally been informed about this. Here is a link you can add to the topic header.
http://news.moneycentral.msn.com/ticker/article.aspx?Feed=BW&Date=20080211&ID=8175974&Symbol=SBUX
Posted by: Vicki Verona | Feb 11, 2008 7:08:56 PM
Whoa. I've always had baristas tell me that they can't handle the lid. It's so consistent that I assumed that is the standard. I've never had a personal tumbler handed back to me with the lid on it.
I can't wait to see spoons go. We could have a whole 'nother thread on stirring, which I adamantly oppose.
My stores are hit and miss depending on the barista at the machine. I feel like I learn the standards here and will occassionally have to tell baristas things like "there should be water in the chai" (which does indeed taste right!), and in fact that happened to me last night ... But for the most part, I think the Starbucks stores that I frequent regularly are pretty good.
Nerfebarista & Vicki Verona, wouldn't be nice if this blog had a PM system so I could reply to you without an off topic post here? ;) Of course then it would be a message board and not a blog. ;) Don't know when the tickets are coming but I hope to see you there. I'll be standing in line early so I can get a seat in McCaw Hall. It will be packed, and I suspect some will get turned away! Nerfebarista, sigh, I'm not ready for a change of career at this time, and there's not time for an extra part time job. I'm just a customer, a shareholder, and I work in downtown Seattle. But I have become intoxicated even on the aroma of beans, and I have a bag of casi cielo sitting on my office desk now, wafting wonderful scents my way. ;)
Posted by: Melody | Feb 11, 2008 7:10:45 PM
Lids on personal cups I think must be a local health code law in Washington State, though I don't know because it was just the way I was trained and never really thought to question it. Go to any store in our area though, and you will be asked to hold onto your lid.
Posted by: Bellevue Shift | Feb 11, 2008 7:14:48 PM
lol my wife is the same way about bags of coffee.. when i bring home my markouts, she squeezes them and sniffs.. I think it's her crack...
Anyhow, If you have a discussion you'd like to carry on that would not fit in with this board, I beleive someone posted my email up top, which is kinda odd considering it's not supposed to post. But as long as it's not spam, I read email too =)
If yer ever in Renton, wa. spin by some of the stores there, we are a great crowd!
Posted by: Nerfebarista | Feb 11, 2008 7:19:00 PM
having been one of the test stores for this initiative, i can shed a bit of light.
lattes and caps will be free poured. it is all in the steaming technique. there's even a way to do a no-foam that you can free-pour. almost all of it has to do with positioning of the steam wands and timing.
BUT we still hang onto our spoons for those people who want venti BONE dry cappuccinos - bah.
Hints: rinse pitchers every time, all the time. wipe steam wands, every time, all the time. rinse shot glasses every time, all the time.
Is this ridiculously obvious and is it embarrassing to admit that there are baristas that don't follow these procedures all the time anyway? yes. Is is till sadly true? yes. hence retraining across the board.
i can tell you that in New York Metro this retraining was a revelation for the vast majority of our partners, and no i am not proud of the fact. when i got to my present store, not a single one of them, shifts or baristas, knew that you could adjust the grind on the verismo. they didn't even have shot glasses in the store.
sigh.
anyway, it's all good. be proud. and have fun :O)
Posted by: nycbearista | Feb 11, 2008 7:20:29 PM
I wonder how fun it'll be to close the kiosk for a night. We'll have so many interruptions from angry customers wanting their frappucinos that we won't get through anything.
Ten bucks says I wont find out about this "officially" until two, maybe three days before it happens.
Posted by: Kittymoose | Feb 11, 2008 7:28:11 PM
7:05,
Maybe you need to take Bar A again. All lids need to be securely in place. After handling a personal lid, barista must wash hand after handling and handing off personal cup. This is for all US store because Canada store lids are available at the condiment bar. Read it again, BAR A!!
Posted by: | Feb 11, 2008 7:28:49 PM
If they make it a new standard to rinse milk pitchers every single time (basically no adding fresh milk to a pitcher that has foam on the sides of it still), I will be able to go to my new district meeting with a huge smile on my face.
I'm the only one in my district who coaches her partners to rinse their pitchers every single time. My DM hates it and says its why my speed of service is still an opportunity. Ive actually gotten written up over it.
Posted by: Vicki Verona | Feb 11, 2008 7:35:34 PM
I happen to have just gone through my retraining last week and I could have sworn I read that we are not to take lids from customers for personal cups or refill cups and that we are to was our hands after handling any personal or refill cups.. Of course, I could have been half asleep when I read the book.
Posted by: Nerfebarista | Feb 11, 2008 7:38:37 PM
wash that is. yay to me for proof reading
Posted by: Nerfebarista | Feb 11, 2008 7:39:12 PM
Not gonna lie, it's gonna suck not being able to use big pitchers. My store does about $3K during blackout periods every morning, so it'll really suck since our mornings have been understaffed lately.
Also, what's the deal with long shots? Do you pull them straight into the cup?
Posted by: | Feb 11, 2008 7:50:01 PM
BAR A:
Place lid in beverage and ensure that it is securely in place (US only). All beverages must be handed off with a lid already in place, including personal cups (U.S only). After handling personal cup barista must wash their hands.
I like to think of myself as a knowledgeable SMARTY PANTS, thanks:)
Posted by: tall is small | Feb 11, 2008 7:57:49 PM
Interesting about the personal cups. I wonder why everyone and their brother has been trained differently. I'll have to investigate further. Perhaps the old training manuals did not include this.
Posted by: Bellevue Shift | Feb 11, 2008 8:03:05 PM
Oh and if you didn't take BAR A this standard is also in your Barista 101 Learning Journing Guide, Espresso bar, customer care at the beverage handoff (pg 197), 4th bullet point.
Posted by: | Feb 11, 2008 8:03:25 PM
Hmmm... we ask customers to hang on to their lids too... I don't ever remember reading this in the BRM, I was just taught to do it in training. Nobody ever told me why, but I figured it had to do with handling something that the costumer puts to their mouth. yuck... you wouldn't ask somebody to hold your used straw, right? A used lid is pretty much the same thing. We have no idea if it's clean or not. Plus, if the lid had to follow the cup on the beverage queue, you'd have to handle it everytime you moved the cups, thus requiring the barista to wash their hands over and over. You know this wouldn't happen in the real world.
Posted by: sfbuxmgr | Feb 11, 2008 8:11:03 PM
On a Tuesday, really?
Hope my manager doesn't mind one of her shifts not being there. I'll be in school.
Posted by: brainybarista | Feb 11, 2008 6:55:50 PM
Sounds like brainybarista needs to prioritize some things here... work or school. I'd say they probably need to be fired because they can't do their jobs. Plus, think of the customers who will have crappy drinks because this person did not receive proper retraining.
AND, if you're getting rid of spoons to stir things (which I assume means mochas), I'll be specifically asking for a short, STIRRED mocha, no whip. I'll even hand you a stir stick, but honestly, that's not really my job and you'll probably not get a tip.
FINALLY, it's horribly inconveniencing to customers that Starbucks stores will be closed during a normal business time. I mean, it's not really the customers fault that baristas haven't been/ can't seem to do their jobs right and home office has to come in and do retraining. Frankly, this stuff should be handled before or after normal business hours. It wouldn't kill you all to show up at 2 AM or stay until midnight/ 1 AM for retraining. Especially since customers shouldn't have to work around the help; the help should work around the customer.
Starbucks still has a long way to go if these are considered monumental steps for correcting the path of the company. I'm thinking we need to see massive layoffs and a lot of rehiring of decent help and then we'll discuss retraining.
Posted by: | Feb 11, 2008 8:11:24 PM
pouring with no spoon is the only way to go...it's all about the wrist
Posted by: | Feb 11, 2008 8:15:16 PM
you are evil.
Posted by: | Feb 11, 2008 8:16:28 PM
and as i understand it, we'll still have the stir spoons. were just getting rid of the big foam spoons.
Posted by: | Feb 11, 2008 8:17:29 PM
To the quippy quoter at 8:11:24:
If we're so inconvenient, then quit coming to our store. Please. Not tipping? Oh, I cry. I get paid well for what I do. The tips come from appreciative customers who care about their baristas, who you clearly are not. We are not getting rid of stir spoons. Your mochas have never been stirred unless you requested it. If they're made correctly, they don't need to be. Let's do a taste test. I doubt you can tell the difference. Our recopies would not exclude stirring if it did not have little impact on the final product. Hot espresso + mocha sauce + hot milk poured rapidly = stirring and proper mixing.
You're seriously complaining about a company attempting to re-invent itself? You think that people who are dropping by at 7pm for their caffeine fix will stop coming after one day of "inconvenience"?
This re-training is not merely what it appears to be. See that news link above? You think Howard thought this would be without extreme press and hubub? He is a wise, wise man and knows what he's doing. Free advertising without being self-toting.
That internal bean contest? Guess what...it's boosting sales. A lot. It's also solving the labor conundrum that has been plaguing stores for a while. I had to stay my entire shift yesterday because we were drastically UNDER our labor. Increased Q1 sales. Virtually perfect labor. Immediate results.
A wise, wise man.
Posted by: | Feb 11, 2008 8:33:19 PM
To anon at 8:11 on 2-11-08:
One thing I will say for you is that your post is well written in terms of grammar and spelling. Surely this is a sign of a good education. You must indeed recognize that very often the best employees are articulate, well-educated, and write quite well too: AHHHH ... all a sign of making school a priority. Hmmmm ... Perhaps this is the reason that so many employers have education reimbursement benefit programs or other education stipend type benefits.
There will be other chances for brainybarista to learn how to make a latte with no spoon, but school is his or her priority now.
As an aside, if you came into my store with that attitude (well I'm not actually a partner), I'd be delighted to find out that you're not staying to hang out INSIDE the store, but rather, you're exiting promptly.
And, finally, on a separate note, I always hang on to my lid on my personal tumblers. Perhaps there is a Washington law (really it would be an administrative code - WAC, and not an RCW, but that's a legal conversation) on point that requires it. In any event, I'll go with the flow either way. It's no big deal to hold a lid.
Posted by: Melody | Feb 11, 2008 8:36:16 PM
Why would a person need to prioritize between work and school? As far as I can tell, this was just sprung on everyone. brainybarista no doubt is logged as unavailable in the schedule. He or she was not expected to work that day until, like I said, this was sprung on everyone.
Secondly, yes, it would be awful for a mandatory meeting/training session to be scheduled until 1 am, or beginning at 2 am. I don't know about everyone else, but that's when I sleep. I do have a life outside of starbucks.
Posted by: Kittymoose | Feb 11, 2008 8:56:45 PM
One of the partners complained about impatient customers. I think there is a differnce in stores and times. When I go to my Starbucks which is my "Third Place" time is not an issue. But when I jump off the bus in the morning and need to get a drink quick--or to avoid missing the bus at night-- time does count. I love Starbucks. I love that employees get at least some benefits. I love Howard pushes federal government to get health insurance initiative. So Starbucks is my first choice. But when I look in the window and I see a line I mozy down the street to Tullys or an independent. And ultimately it hurts you as a barista when I do that. It's not the two minutes making a drink. It's the 5 minutes in line waiting to get my order taken-- another 5 for my drink to get through the line th barista already has before them. So it can be a 15 minute for my relatively tall, non fat latte. And that makes me late for work or I iss my bus. To paraphrase Bill Clinton's campaign slogan "It's the lines, stupid" I don't see drink quality being an issue at any of the Starbucks I go to. I think it is the Managers that need retrained to help their work force be as quick as possible that counts for me--especially at those sensitive times.
Posted by: Danny | Feb 11, 2008 8:57:49 PM
I'm happy about the retraining...
Just not with my manager... He can't make a decent drink to save his life...
Posted by: Westside Barista | Feb 11, 2008 8:58:57 PM
Store Managers and DMs are required to taste the drinks of their stores?
Awesome.
Some people just make a crappy drink, and I wince when they take over bar. I feel guilty.
Posted by: Zipy | Feb 11, 2008 9:11:52 PM
What if the personal cup does not have a lid?
Posted by: | Feb 11, 2008 9:14:51 PM
"It wouldn't kill you all to show up at 2 AM or stay until midnight/ 1 AM for retraining. "
Uhh..yeah..go tell that to a 24 hour store, or my store. Partners are there from 8pm at night till 4am when the next round of partners come in. So you're right it wouldn't kill us, but honestly saying school is less important is just rediculous.
Posted by: luvalmond | Feb 11, 2008 9:27:11 PM
I just wish the company would pick its priority and stick with it. They've been beating us over the head to go "faster faster faster" for the past year or two now..fast forward: Howie takes over, now we're back to quality. But wait, last month it was "dont do anything that will make you spit that drink out any faster" and now suddenly all of the baristas are supposed to "forget that" now we're gonna focus back on coffee. Here are 5 new things to slow you down. I just hope to god they're not gonna beat us over the head for speed taking a hit with all these new standards. Yes, you can be fast after practicing. No, not everyone is going to be working at the same speed immediately after the transition.
Posted by: | Feb 11, 2008 9:32:00 PM
Oh, and the personal cup thing. I was always taught we dont put lids back onto non-sbux tumblers because we can't guarantee that lid is going to "seat" properly. So Sally Q. Customer takes a drink of her Caramel Macchiato and the lid pops off on her and she gets horrible burns on her face because she had to have it at 200 degrees, we're liable because WE put the lid on.
Posted by: | Feb 11, 2008 9:34:14 PM
"lattes and caps will be free poured. it is all in the steaming technique. there's even a way to do a no-foam that you can free-pour. almost all of it has to do with positioning of the steam wands and timing."
NYCBearista, I hope they teach us. Because I'm all about aerating milk, to make my yummy foam, not only because it tastes better, but because it's not loud. I could steam milk so it doesn't have foam, but the milk would be screaming at me as I shout out drinks to customers and strain to hear people. Is this really a possibility? If it is I can't wait.
Posted by: luvalmond | Feb 11, 2008 9:35:54 PM
Man, that part about prioritizing work over school was hilarious. I love Starbucks, and I'm a long time partner, but school comes before work, and the fact that you think that student should skip class to attend a Starbucks meeting reflects your character.
Posted by: Peaches | Feb 11, 2008 9:50:26 PM
BSR
Some of us don't run to the comp to spill the beans, so to speak, as soon as we get the news.
So now. No resteaming. Thank the Lord.
Posted by: imabarista | Feb 11, 2008 9:53:01 PM
As for switching to small pitchers... We did that a couple of months ago at my store. We all complained about it. But we all got used to it and within a week, we loved it.
Posted by: radiopromoguy | Feb 11, 2008 10:01:10 PM
As important as this retraining is, we all know it is also a publicity stunt. Howard confirmed this in his vm this afternoon when he said that we needed to do something that was disruptive to the market that would let our customers know that we are serious about esresso quality.
Posted by: | Feb 11, 2008 10:06:44 PM
Howard is gonna piss off a lot of RDOs and DMs with todays message saying that he wants us to display breakfast sandwiches until the end of the fiscal year when we remove them from our offerings.
We were told when he made the announcement through an action item that we no longer were to display sandwiches in our pastry cases due to so much signage and awareness already prevalent.
Posted by: Vicki Verona | Feb 11, 2008 10:15:55 PM
How about re-training the employees to provide better customer service?
Posted by: Mary | Feb 11, 2008 10:20:37 PM
ANON at 8:11:24 pm on 2/11...closing during regular hours is a STATEMENT about how important this is to everyone. Howard is a genius when it comes to marketing....like Steve Jobs. I just hope the customer care issue gets addressed. I've stopped going to some SBUX because of the mental abuse I've received by young female baristas. I'm not kidding, they are really cruel (I know you older folks understand what I'm talking about!!).
Posted by: | Feb 11, 2008 10:35:53 PM
Do you think the screens will be used for some sort of teleconferencing of our training? It would be a good idea if no one has thought of it.
Posted by: | Feb 11, 2008 10:39:07 PM
not all stores have "The Screens"
(cue 1984-esque Apple ad)
Posted by: | Feb 11, 2008 10:40:57 PM
The Screens should be in all company owned stores by the end of September. That's the latest I heard from my FIM
Posted by: | Feb 11, 2008 10:45:31 PM
^ Oops thats me.
Posted by: Vicki Verona | Feb 11, 2008 10:46:00 PM
SBUX Stockholder and Coffeemaster - agree with both of your comments. Training in terms of customer service needs to be addressed. I used to love to go to my favorite SBUX....it was my second place! (work, SBUX, then home!). I miss it so much, it's just not there anymore.
You need to care about your customers, not by giving them whatever they complain about, but by treating them like human beings. Stop gossiping among yourselves about the customers or what you did with your friends last night, and just pay attention to the customers.
When I used to work on the front line in another business, I always wanted the customer to feel like a friend, like someone who had entered my home. It paid off big for me in many ways, and I don't remember any abusive customers. None.
If you lead the way and try to be nice to the customer and sincerely care for them, you will be rewarded. Please note that I am not trying to be critical of anyone. Just sharing my years of experience in business. I miss the way Starbuck's used to be....
Posted by: | Feb 11, 2008 10:51:45 PM
It is so funny. I was doing all of this staff (except the shot glasses) for a long time: no spoon ever, always a free pour, always a small pitcher, always foam to order. Guess what - everybody in a store looked at me like a was an idiot. To the point that every time I would need to prove to my SS and SM that you do not use the spoon for a cappuccino ever! HA!
Posted by: Dima K | Feb 11, 2008 10:56:14 PM
"I've stopped going to some SBUX because of the mental abuse I've received by young female baristas. I'm not kidding, they are really cruel (I know you older folks understand what I'm talking about!!)."
what do they do???
Posted by: | Feb 11, 2008 11:01:32 PM
i'm excited. some people and their bar skills...ugh. also, i don't care WHAT you do to a mocha or other thick syrupped drink as you pour, i want that drink stirred with a spoon.
my ex-boyfriend is gonna love this! he was always talking shit to me about much better sbux was back in his day...he has now been vindicated.
Posted by: itsnotamermaid | Feb 11, 2008 11:06:52 PM
if you want a stirred drink, it looks like youll get to stir it pretty soon
Posted by: Nerfebarista | Feb 11, 2008 11:21:18 PM
that comment will undoubtedly offend some of you guys and im sorry but the kind of attitude just relayed above me is the kind that makes me hate certain types of people. I like my job and MOST of my customers. But that attitude we can all do without. Pretentios litte .......
Posted by: Nerfebarista | Feb 11, 2008 11:24:16 PM
wth.. man I totally flubbed that word eh?
Posted by: Nerfebarista | Feb 11, 2008 11:26:08 PM
It's too involved to get into here ANON, but (briefly), young women can be very cruel by leading men on and then making them feel like trash when the man just wants to carry on a conversation. I know it works both ways, but for me this has been a very, very hurtful situation resulting in an unbelievable amount of gossip and my having to leave a Starbuck's that I enjoyed very much. The other baristas won't talk to me, I miss out on seeing other customers which were true friends of mine, and all because one young woman has to feed her ego by thinking that I'm after her. I won't give her the pleasure of saying that I have no interest in her, which would probably only make it worse. I just hope that she will be fired or transferred. Men have feelings too.
Posted by: | Feb 11, 2008 11:54:16 PM
To those way up at the top of this thing, arguing about the shots being pulled directly into the cup for to-go espresso:
Howard specifically asked us to cease pulling shots into any cup the moment we heard (or read) his message...even for to-go ESP. He said that solos and doppios were to be handed off in demitasse mugs, unless specified as "to-go", as they are most often consumed right away. No where did he say that it was ok to make an exception here.
Posted by: CaliSM | Feb 12, 2008 12:04:09 AM
Has there been any clarification as to how the new Honey syrup will be marked in the Syrup Box when it is added to a beverage other than a Honey Latte? It can't be "H", unless they are going to change the stardard for (or get rid of) Hazelnut. My vote is "HO" :P
Posted by: | Feb 12, 2008 12:09:50 AM
Kudos to Vicki Verona for sharing her passion for standards. Regardless of what Howard says the standards are, the company is only going to come back with enough people like her in oversight roles making sure that partners are getting actively coached.
I can't wait for the Espresso Seminar with my SM. I've actually argued with him about not brewing coffee ground more than 24hrs ago. When you start quoting the mission statement, well, times are bad. The company hired too many people who weren't fanatical about coffee culture. When I run into people who still are fanatical, I rejoice.
Posted by: BAYAREABUX | Feb 12, 2008 12:32:27 AM
11:54:16--
I hate women like that. I'm so sorry that happened. I wish I knew who it was. And I wish I could get them transfered... or something.
Posted by: | Feb 12, 2008 1:18:48 AM
There's absolutely nothing that says we're getting rid of the bar spoons on the announcement...you guys need to reread your info...
And for those who are bitching that sbux will be closed for 3.5 hours that night...oh the HORROR!!! Get a grip.
Posted by: | Feb 12, 2008 2:01:17 AM
Honey Latte is a Promotional beverage so it will be marked HL in the drink box and NOT H in the syrup box and L in the drink box.
Posted by: | Feb 12, 2008 2:07:51 AM
This is great news. I hope this will get the amount of caffeine in the drinks more consistent. People can whine and cry all day long about service, but when it comes down to it, most people are going to sbux to get their caffeine. The past couple of months the consistency of caffeine has been horrible all around town. The automatic machines have me ordering an extra shot with every drink, yet 9 nights out of 10 I can go to sleep with 60 minutes of drinking a triple.
Don't know if this is a training issue, a poor quality bean issue, an automatic machine issue, or what. But I do know when my caffeine dealer can not keep me away for more than 60 minutes with a $6 drink, it's time to find a better quality supplier - and though it may be harder to find, I will gladly drive however long it takes to find a real esspresso maker than someone who is selling sweet drinks with a smile.
Posted by: Steve | Feb 12, 2008 2:20:43 AM
i certainly think this training could be done without closing stores early. doing it this way is mostly for marketing purposes.
Posted by: jabanga | Feb 12, 2008 3:53:20 AM
So you're right it wouldn't kill us, but honestly saying school is less important is just rediculous.
Posted by: luvalmond | Feb 11, 2008 9:27:11 PM
"Rediculous" ... Ha. Maybe you need to keep your day job. School might be too much of a challenge for someone like you.
As for the early closings and the whole "get over it" attitude... yeah. This is exactly the issue Starbucks has, and it's not going to be solved with a re-training class. Starbucks needs to resolve the issue with its poor customer service and the horrible attitudes on display in the stores.
"Baristas" go on and on about how they love their customers, etc, but when I go into Starbucks, it's in the evening. Having stores close during my time is inconvenient, unprofessional and completely uncalled for. When that was brought up, it was "get over it" as the answer. How is that appropriate? Yeah, it's not.
The stores should be closed only AFTER the normal closing times and you all should work the overnight shift to get A) retraining on your drink making and B) serious retraining on just basic customer service skills.
Remember, it's the help that maneuvers around the customer, not the other way around. Yet, once again, Starbucks has their priorities wrong and the customers suffer.
I still believe Starbucks needs to drop about 2/3 of its staff (and mark as not rehire-able), hire a bunch of new ones and train them properly. The minute they step out of line, they should be fired and replaced. It's that easy. Yes, it'd be at a cost, but well worth it.
Posted by: | Feb 12, 2008 5:15:21 AM
ANON on 2/12/08 @ 1:18:48 am, thank you SO MUCH for your comments! The more I tried to fix it with the young female barista, the worse it got. What I finally did was say a prayer and give the burden to a higher source to remedy. It's taught me a very important lesson in life, perhaps the most important....that we can't always solve things from our human viewpoint. I'd like to say who it is, but I think you can understand that it wouldn't solve anything, so I will leave it up to my friend upstairs to resolve. Thank you again for your support!!!!! Gossip can be a horrible thing. End of sermon.
Posted by: | Feb 12, 2008 5:38:53 AM
Two things:
1) If espresso shots to go are to be poured into the mugs, please, please, please rinse the mug with hot water first. The mugs just suck up all the heat with that small amount of liquid in them. I always fill any mug with hot water from the brewer before serving any drink in them.
2) http://www.coffeegeek.com/guides/frothingguide/steamguide
You can make a good free-pour latte by frothing milk such that it's increased 33%-50% of its original volume (75% of the container it is to be poured in). It's also important that you create a microfoam which is uniform throughout. I've seen baristas froth milk that creates foam on top while the dense milk is on the bottom. The goal that when you pour a uniform froth in a cup, it will settle, leaving 1cm of foam at top.
Posted by: | Feb 12, 2008 5:47:08 AM
"Rediculous" ... Ha. Maybe you need to keep your day job. School might be too much of a challenge for someone like you.
I think maybe being civil might be too much of a challenge for someone like you. You actually believe that you are above anyone on this board? To say that we should have to go to work overnight just so you will be able to get your coffee is the most arrogant thing I have read yet. You do need to get over yourself. While I'm at it, why don't you learn some manners or some respect? You are not what this world revolves around, if my store lost a customer like you it would be no great loss in my opinion. What an ego.
Posted by: | Feb 12, 2008 6:14:44 AM
HA! Yes... the baristas need "training". Money well spent... and sure to get the lift the company is looking for.
Posted by: Pat Nerr | Feb 12, 2008 6:21:29 AM
I respect Howard as an innovator and as an entrepreneur, but he'd better start to slow down or he's going to wear out his welcome.
I understand that business has been at an all-time low and that stocks are down. I understand that something needs to be done to change things for the better. But he's going about this the wrong way.
Coming back to the company and blaming 90% of the problems on how the baristas make drinks isn't going to solve anything. In fact, I think it's just going to make things worse.
Stocks aren't down because people have been pulling shots into shot glasses (a practice that is recommended in the beverage resource manual, by the way).
Stocks aren't down because we use spoons or pull single shots for tall lattes.
Stocks are certainly not down because of the warming sandwiches. In fact, stocks probably would've dropped lower and sooner had they never come to our store. Customers loved them, smelly or not.
No... stocks are down because we invested too much money into bad, unappealing movies like Akeelah and the Bee.
Stocks are down because every few months we have to mark down all of our ugly, nonsensical merchandise to make way for more ugly, nonsensical merchandise. All of which is autoshipped, by the way. We can't decide what unsellable merchandise is sent our way. It's all just sent no matter how much of it sells. And none of it sells.
Our stocks are down because, right now... in every Starbucks, there's supposed to be a display by the register for the new Kenny G CD. Let me repeat that one: The new KENNY G CD!!!!
And yet, we've heard nothing about any of that. No... stocks are down because we were trained poorly on how to steam milk and pull shots.
I'm sorry, but with thinking like that, things won't get better. They'll get worse.
Posted by: fuwalda | Feb 12, 2008 6:36:33 AM
Quote" "What is wrong with Starbucks is many partners are poorly trained on the art of making a good espresso drink, they don't take the time to connect with customers anymore, and I get the sense that many of them just don't care!!" BRAVO! I second this poster's sentiments as they sum up exactly what the basic problem is, with sbux today. Once those warming ovens arrived, it was even further downhill. Been p/t at Starbucks as SS since 1998 and this is NOT the same company I started with. Thank GOD Howard is back at the helm.
Posted by: Shift Supervisor BG | Feb 12, 2008 6:43:29 AM
Fulwalda... Amen.
...Amen.
You did forget to mention that they still have quite a bit of nonsensical middle and upper management that has no focus on any business drivers...
but still... Amen
Posted by: Pat Nerr | Feb 12, 2008 6:56:59 AM
Probably the removal of all the clutter from the store is going to take more time: probably much of that clutter is stuff that was bought and/or contracted before long before the change at the helm. I suspect Howard is working on that. I can't see Kenny G ever going though. Read Pour Your Heart Into It. You definitely get the impression that he and Howard are friends.
As for the training at 5:30: Some people have mentioned that this is for publicity and/or marketing. I suspect that there may be some truth to that. I've worked retail in my life (Eddie Bauer) and training was handled often at painfully early hours before the store opened. I get the impression that EB corporate would tell store managers that they had to do say, 2 hours of training on new pant fits, and then store managers would figure out how to do this without disrupting store business.
EB is a struggling company. Shares are trading around $6.60 right now! (EBHI). Nonetheless, I could on and on about a lot of the well thought out things they did in terms of training and employee policies.
To the anon poster who felt that he was being lead on by a female barista: I believe you've posted that story here before a couple of times. Unless you two were actually going out outside of the store setting, I would forget about it. This may sound weird but if you just go back and act normal, things will restore themselves. Frankly, I can't believe that the barista did anything beyond 20-something flirting. You sound like you're older, so you can be the mature person, and be able to step back into the store. Trust me, you go back, and pretend that life is normal, and things do normalize. It is only when you carry on and make a big deal of things that things escalate.
Posted by: Melody | Feb 12, 2008 7:22:13 AM
Another change I'd like to see is having the DMs and RMs understand the word "ideal." By that I mean, if our store's variance to ideal is off by only 1 or 2%, don't call me to demand to know why it wasn't perfect. That's a horrible, antagonistic way to run a company.
Maybe if we didn't have ugly merchandise, and bad music and DVDs (the best of SNL? Really?! Why?!), the cost of running our stores wouldn't be so prohibitive we wouldn't start to lose money by keeping somebody who makes 7 dollars an hour around to finish their scheduled shift.
I'm sorry if that was a run-on sentence, but other managers will know what I'm saying.
Posted by: fuwalda | Feb 12, 2008 7:24:23 AM
A pretty significant portion of the partner population (sorry) is under 18. That means they can't legally come into work during the hours when the store is closed. That's one reason why having the training after midnight wouldn't work.
Posted by: fuwalda | Feb 12, 2008 7:27:02 AM
Fuwalda: Pretty significant? I hope not. I'd hate to think the company as a whole has to deal with scheduling kids with bratty frappuccino loving, loud-as-butt friends around prom, soccer practice, et al, and having to deal with freakin parents to boot.
Posted by: | Feb 12, 2008 7:41:31 AM
I am an admitted early closer, but I don't like it. At my old store, we did not close until our official closing time. At my new store, everyone closes early. Part of the reason is that everyone seems eager to leave as soon as possible after the close. The other reason is that our store is dead at night. On my last close, we served 10 people between 8pm and 10:30pm. Typical nights aren't much busier, and we already close earlier than neighboring stores. It's hard not to start cleaning when you literally have nothing to do. I do try to do it discreetly however. For instance, I'll clean one syrup bottle rack and replace it before cleaning the other.
Posted by: | Feb 12, 2008 7:42:18 AM
Can someone please train the entire staff in Hainesville, IL in basic customer service skills - they are awful, every day.
Posted by: | Feb 12, 2008 7:54:09 AM
Fuwalda, I agree. I am tired of being nickel and dimed over labor.
Really tired of it.
Posted by: Lilith | Feb 12, 2008 7:58:15 AM
I think closing all the stores at the same time is an effort to ensure each and every store is now on the same track in terms of what drink standards are and the expectations around them. I am also very excited to see what communication will appear on the portal regarding the training agenda. Partners in my store are looking forward to the training event - even though we don't know the agenda - because all our partners are willing to buy into the Starbucks experience and know the important of a consitent, high quality product.
Posted by: Tall Guy | Feb 12, 2008 8:35:20 AM
Retraining, reinforcement of standards, commitment to improve. All good!
I'm just a customer, and a struggling humble home-barista enthusiast, but I have to say that the "Verismo automatic " bashing is a little over done.
If the automatics like the Verismo require no training and skill whatsoever, then I suppose the espresso drinks at Starbucks would turn out perfect each and every time. And no need for any complaints.
And lets be fair. In the full range of espresso preparation from the worst under-extracted, no-crema insult, to the elusive nirvana shot, the automatics are more than capable of producing respectable results. Maybe not at the top of the mountain, but certainly acceptable results.
Most baristas that know what they're doing will tell you it has much more to do with the grind than anything else. Getting the grind right is key to producing measurably better shots. And that has been my experience.
The fact remains that creating memorable espresso drinks does take skill and training whether using manual, semi-automatic or super-automatic espresso machines.
Perhaps there is a sentiment to honor the barista in the purest sense, but suggesting that anyone who would use a Verismo would automatically (sorry, no pun) disqualify them from barista-hood, is unfair and even elitist in my opinion.
Skill is skill. And the tools don't overcome the lack of skill. Here's an analogy (not perfect). A pro tennis player can pickup the latest graphite, turbo-charged tennis racket, or use a thirty year old Jack Kramer wood classic with broken strings, and I'm sure will kick my butt handily either way. (like I said, not a perfect analogy, hopefully you get my point).
Now, whether the baristas at Starbucks aspire to greatness is another matter. And that has more to do with passion, desire and commitment. But I have to admit that I see a lot of that quality at this forum which I find reassuring. And yes, training will help.
So brink on the training. Continue to raise the bar. I commend Starbucks and all the partners for making this effort!
Mark
Posted by: Mark Harris | Feb 12, 2008 9:10:07 AM
Speaking of agendas, I managed to get the super secret training agenda for BSR's store that they'll follow during Feb. 26th's training session.. Turns out BSR will be leading the training. As you can see, it completely supports Howard's customer facing initiatives while adding a certain "personal" touch. Here is the agenda:
1. Decaffing unsuspecting customers
2. How to change someone's order because they dont know what's good for them and you do
3. Making drinks in proper order is totally overrated
4. How to pretend to support the company while doing what you want anyways
5. How NOT to get promoted
6. Burnout? They say it like its a bad thing
Posted by: Joe | Feb 12, 2008 9:14:53 AM
To FEB 11, 2008 8:11:24
One might be bothered to learn the difference between a 20th-century corporation's employees and schedule, as opposed to the aforementioned subjects in an antiquated "Upstairs, Downstairs" scenario. Partners exist to serve coffee (and coffee-based beverages) on behalf of the Starbucks corporation--not to be subservient to pretension. One might suggest staffing one's own house appropriately, if one's ego demands such a high level of personal attention.
Posted by: HopkinsBella | Feb 12, 2008 9:51:29 AM
mark, that would be a good analogy if starbucks "baristas" were the equivalent of a pro tennis player. at best, they might be a middleschooler. meaning, yes they know the grind matters. but you know what else matters? the tamp, the water temp, the water pressure, the time before blonding etc.
a starbucks barista has very little to do with the coffee that you are served there. they are just another piece of equipment. there is no art or style to what they do, only speed.
and the idea of a passable shot of espresso from a starbucks store seems like a fairy tale to me- honestly. I have seen their shots pull, and they frighten me.
Posted by: jane | Feb 12, 2008 10:17:14 AM
On a Tuesday, really?
Hope my manager doesn't mind one of her shifts not being there. I'll be in school.
Posted by: brainybarista | Feb 11, 2008 6:55:50 PM
Hope you don't like working on the floor, because you can't until you are re-trained.
Posted by: Pastry Princess | Feb 12, 2008 10:31:47 AM
Joe, do us all a favour and don't flamebait. Playschool is down the street.
Posted by: Tim | Feb 12, 2008 10:33:47 AM
Retraining?
Obviously a quick band-aid for the public/perception.
I believe one poster had it correct massive lay off!
Hire mature professionals that are passionate about coffee rather than a bunch of part-time lacky employees.
Profession Minded rather than Career Minded.
More specifically STORE MANAGERS. I find it interesting that in my district that out of all the SM 2 come with a hospitality or food service back ground and the balance comes from “big” box retailers. IE. Home Depot. Gap. Target. Best Buy Small District Eastern Seaboard.. Is it not the store managers responsibility to truly up hold the standards of the company. Or is it truly the culture of the company to higher big box managers that are more concerned about the fact that they only have to “work” 40 hours a week, spend 95% of their time on the phone talking to the other managers in the district, out of the store, going to college.
This company needs to look at its work force. Fulltime passionate people that are paid a decent wage? or a bunch of part timers that are just there for the benefits? No wonder we have such inconsistency. How effective would Howards senior management team be if they only worked 20 hours a week to collect their health insurance and pay check? And could only work on Monday and Tuesday from 8 am – 11 am and Friday Saturday Sunday 9am-2pm? Would he be able to connect?
No wonder Howard has decided to come back to such a mess. When this company started you where handed a beverage by someone that actually KNEW what they where doing. It was a profession. Granted growth has its challenges.
Perhaps Howard and his team should look to the hospitality and restaurant industry for guidance. Hire Hospitality Professionals. As your MANAGERS..
I work in a store where all shifts are part time with very limited availability the oldest being 23 and a Big Box store manager that has ZERO clue about customer service. Shes more worried about her “other” project than her store. Totally Disconnected.
Sorry I find it highly offensive to have LOVE – (My store Manager) written ON every Communication she writes down. Apparently shes mute and rather than speak to her partners she writes communications in a log. All senior partners have recently left do to the manager.
What about MY Starbucks Experience?
Yesterday I was passed the worst cappuccino I think i have attempted to drink from our NEW senior ASM as she glared down at the machine pouring my drink…and I was the one told im NOT connecting with Customers?
Management will be key in this process. We purchase Premium Beans why not have Premium Partners.
I work in a highly unmotivated, disconnected store. Anyone looking for a great partner that’s willing to relocate and move up in the company?
Posted by: sbuxne | Feb 12, 2008 11:01:16 AM
Yes, the training might be inconvenient but Chick-Fil-a is closed every sunday and they and their customers survive. I think people will be able to go an evening with out Starbucks so we can better serve them.
We have partners who are parents, students and all in between and scheduling it anytime between 10-11-12pm when we close and 4-5:15 when opening begins is not really an option. It's a considerate move on Starbuck's part for their employees to schedule it at this time. And it's going to make us better baristas for you.
An aside to Melody, your thoughts on Anon. match mine. It sounds much ado about nothing to me. Every time he tells the story it sounds less and less sincere.
Posted by: | Feb 12, 2008 11:26:03 AM
I'm curious if any stores out there have monthly meetings? When I used to work at a bank, the branch would meet each month to discuss any problems/suggestions we'd have.
Posted by: | Feb 12, 2008 11:34:19 AM
I enjoy the fact that our stores will all be closed. Customers freak out when they get to the store in the morning at 4:30 am (we open at 5am at my store) and we aren't open yet. Ohmigod!
They give such dirty looks too, with that "what the hell" face, completely ignoring the hours of operation sign right next to their heads. Then I have to shout out "we aren't open yet"
It's going to be amazing when its a store full of starbucks workers and angry crowds stand outside, with that same look, ignoring the sheet we'll probably have on the door.
Posted by: Zipy | Feb 12, 2008 11:35:21 AM
Okie, dokie. So we now are going to be held to standards we should have been following all along...part of our jobs wouldn't you say? Yes, it is a GREAT idea that we are taking time out for everyone to get on the same page, long time overdo! However, it needs to go much further than pulling espresso shots! It seems we also need to look at standards all the way around...for example, our store makes iced coffe and tea at open and keep it until close sitting out on the counter, not to protocol per the food and beverage manual. I think SM and ASM's need to be accountable for making sure that their store is up to speed on all standards. I'm just a lowly barista that came from a store that strictly followed standards to one that sometimes follows standards. And, speaking of the Food and Beverage Manual...I actually took my own time off the clock to read the entire set to only be told when I questioned stuff that "oh, the FBM is out of date". Yes, we get the Barista Need to Know weekly updates, but how do we ever keep up with it if they aren't kept up to date in one place where we can refer to it if needed?
Posted by: Cathy | Feb 12, 2008 11:55:22 AM
Regarding Management Quality. My ASM is loved by everyone because she is the sweetest person ever. BUT, she thought a tall CM is actually made with three pumps of caramel syrup and espresso first... Of course she trains new hires. If these people run our re-training - god help us.
Posted by: Me | Feb 12, 2008 12:09:13 PM
I agree with SBUXNE's assessment to a degree.
But I think maybe it's more complex than that. I was a part-timer there who really cared about coffee. I started out just doing it for the benefits, but this was back in the days of the LaMarzocco. I think I actually went home crying because I was having such a hard time pulling a perfect shot or steaming the milk. I know it's not rocket science, but I learned a skill. And even after a few years away, when I came back again as part time employee in a Verissimo store, I was one of the best-- and fastest-- baristas, with customers asking for me to make the drinks.
I think Howard has it right-- it boils down to quality. When these kids can just "push a button" and 80% of the customers are ordering drinks that have so much sugar in them that you have a WIDE margin of error, there's no pride in what you do. Most of them know nothing about crema or about the amount of caffeine in drinks-- about why things taste the way they do. It's soooo formulaic and automated now. I loved it so much when a customer cam in wanting a French Press made right there, or wanted to talk about the new coffee or had ultra-specific requests for a drink like specific temperature or seconds on the shot; I know that annoys a lot of baristas, but those are the people who give a shit and appreciated what I did.
I do think you're right about Big Box managers being the problem. They are used to managing a less than highly skilled work force (no offense to retail workers-- I also worked at Best Buy, and I'd have been a terrible salesperson; for me it wasn't so much skill as natural aptitude or lack thereof and a big time seasonal work force. they just need warm bodies a lot of the time). So they hire a workforce that isn't interested in skill-- part time or full time doesn't matter as much as the dedication to doing something well. And if we're not teaching new baristas how to do their job WELL, then it's hard to have much pride.
And labor is such a problem in and of itself. A lot of you have mentioned that Howard needs to be prepared to sacrifice speed to enforce these standards; what he needs to sacrifice is a little bit of the bottom line to have enough people working at any given time. When you have 2 people working a morning rush in a drivethru store, that's not ok. Yeah, they can get it done, and good baristas can do a pretty damn good job. But 4 people or 6 people if properly placed and not in each others' ways will work wonders.
My two cents.
Posted by: amalie | Feb 12, 2008 12:28:40 PM
I'm glad this is happening. It's about time.
Sadly, I've been doing this stuff (except for the free pouring everything) and because of it, I used to get bumped off the bar.
Even worse, I wasn't doing it because it was the way I was trained. The store I trained at was horrible about standards. In fact, I got almost no training. Thankfully, my current ASM is all about high standards and he has been in coffee for about 15 years, most of which were spent at indie places. When I told him I wanted to learn, he showed me. Thank you.
Also, I started reading and researching about steaming the milk.
Someone else posted this, but I'm going to post it again:
http://www.coffeegeek.com/guides/frothingguide/steamguide
Read it.
One of the things that has irritated me most about my time at starbucks are the people that think they're great because they're really fast on bar but make really bad drinks. They never wipe their wands, never rinse their pitchers, and you can hear their milk screaming. They have giant soap bubble looking foam and their milk is never aerated. I've even caught a few making the grind more coarse because they didn't think the shots were pulling fast enough.
So I'm glad to hear this.
Though I think another step they could take is to update their espresso roast. . .
Posted by: | Feb 12, 2008 12:37:56 PM
To you folks crying about your lack of starbucks on the evening of the 26th, consider this your advanced warning. Get it early or get it from somewhere else for a change. It's one night and you need to get over yourselves. You can whine all you like but this is going to happen and anyone that has that passion about starbucks, customer and partner, is thrilled that this is happening.
By all means, take some rips on our partners that may misslell words and call us inept. The truth is, you have no idea what we do. Even if you worked for starbucks "back then", this is a completely different job from what it used to be. We not only serve those coffee passionate customers, like we used to. We serve people, in addition to those coffee lovers, people on their way to work, people too busy to hold a conversation, people that are outright rude for absolutely no reason and by and large, we do it with a smile on our faces. We LOVE it when a customer comes in that is responsive to our conversation topics, loves coffee or is generally a friendly person and those are the people that appreciate us for what we are.
I am more than just a tool. I take my job seriously and enjoy it whole heartedly and I, as a leader, encourage the same attitude in every store I have worked in. There is art in coffee and to those of you that think that it's gone at starbucks, I'd encourage you to visit Renton WA to come and see us. You may not like the tools we use, but unfortunately, it's not your call to decide so either enjoy what you can get or move on. Verisimo bashers, are lame.
This training will be a great thing for the company and customers. Why not see how it goes before crying about how much it WON'T work?
And for anon at 5:15am, Your attitude is likely what gets responses like "get over it" If you walk into a store and POLITELY inquire about the early closing, you will get an Honest and heartfelt explanation and appology, especially from someone like me. Conversly, if you rage and storm and bitch and moan, you are likely to be scorned and ridiculed for being a pompous, self loving, JERK. And you should. You clearly have zero manners regarding the feelings of other, something you SHOULD have learned as a child. My freaking nephews know how to be polite. Why should it be unnerving to be asked to be considerate? Starbucks is not closing for 3 hours just so you can't get your coffee, so yes the phrase "get over it" does apply to you.
Personal threats aside, I hope you have a WONDERFUL day.
Posted by: Nerfebarista | Feb 12, 2008 12:38:09 PM
Fuwalda,
Re: Kenny G
I don't know if you saw my post about dear old Kenny G. in the "Howard Schultz: "I will lead us back to the place where we belong" topic, but I just want to say, amen.
And, amen to the merchandise. One thing to add, too. Customers often leave my store because there aren't enough tables. But there seems to be plenty of room for the merchandise. I wouldn't mind having a shelf on the wall with a few mugs, french presses, that sort of thing. But the amount of merchandise and clutter it creates is amazing. I hope that Howard takes the advice found lobby spin training in the old Barista 101 book: "Look at this from a customer point of view."
Posted by: refusnik | Feb 12, 2008 12:44:31 PM
I'm not sure the problem is with the Verissimos, per se, but with the fact that they've allowed those BigBox type managers or other people who don't care about the coffee to think they can just "push buttons" and they allow employees to think there's nothing complicated or skillful to this job.
It is absolutely an art form-- and I would say that a barista who can BOTH make a high quality drink and do it quickly is a gem. But quality should come first.
I only think the Verissimo has encouraged some lazy practices; the LaMarzoccos at least made their complexities more obvious.
Posted by: amalie | Feb 12, 2008 12:48:15 PM
"I only think the Verissimo has encouraged some lazy practices; the LaMarzoccos at least made their complexities more obvious."
I %100 agree with that statement and would also point out that, this is the reason we are all redoing training. The verissimo is indeed easier to use that some other machines, but the upgrade we got last month dictates more action than the regular recalibration and that will be the biggest part of the training: how to handle the machines, they are not just push button opperated. Thanks for your insight Amalie
Posted by: Nerfebarista | Feb 12, 2008 1:03:51 PM
My SM has completely thrown the respect and dignity part of the mission statement right out the window. I haven't see either toward me or any other partner since my last SM left for a bigger store. My ASM thinks that the federal Americans with Disabilities Act doesn't pertain to our store, and has no qualms about telling me about it. It's not just partners that don't care, it's (mis)management. Veteran partners are leaving in droves because of this. I had a Shift Supervisor tell me to my face in front of my SM that my weight affects how he deploys his floor. It was a humiliating statement, in which nothing was said or done to the SS. Where was my respect and dignity?? What about diversity??Common courtesy??Tactfulness?? This is what is broken at Starbucks. Howie needs to get rid of these shitty managers, and find the talent that lies within the stores. You cannot run a business with immature 20 somethings running the show. They have no clue about life, business conduct, or labor guidelines. Partners are being treated like peons while managers sit back, do nothing, and collect their big fat bonus checks made on the blood sweat and tears of their hardest working baristas.
Posted by: Beantownsbuxbitch | Feb 12, 2008 1:05:46 PM
I've worked with partners who dont put water in Chai lattes because they said "most people ask for no water so I just dont put it in anymore", I've worked with partners who check their cells all day on shift and text on the clock, partners who make all tea and Iced coffee at open and leave it out all day, COW that is ground then left in the bullet for days until used, ASMs that are not Coffee masters even tho their cards say they are, managers who tell you the easiest way to get promoted is to lie at the behavioral
interview because it can never be verified with the amount of transferring and attrition at the senior management level, managers who cant get the schedule up in 4 days, partners who make the grind coarser so they can get the shots out faster...yes we need re-training and then we need managers at all levels who will uphold the standards even when it's inconvenient and/or affects the bottom line. Starbucks claims to be an 'at will employer" - give people a chance to improve their behavior and attitude, then cut them loose if they cant be bothered to go by the book. I remember a time when it wasn't lame to care about your job and the Starbucks standards-when leadership courage didnt need a label-it was your job-you just did it and you never heard of partners getting black-balled for upholding the standards-you never heard about Partner Services narc-ing out anonymous partners calling to report an unethical manager...Yes we need re-training. We need it badly.
Yes, I do work in a particularly failing area, no, not all areas are this bad-many partners at all levels care and do great work, and I commend all partners that can keep their dignity and still uphold the standards and principals that Starbucks stands for.
End rant. Thanks for reading.
Posted by: Frustrated in Seattle | Feb 12, 2008 1:10:40 PM
What about the 20somthing ASMs and Sms that came up with Starbucks? I'm 29 years old and have been with sbux for almost 6 years now. I am in management. By your reasoning, I'm substandard. Granted, I'd never comment on someone's weight, in a good way or otherwise. It's not professional and I agree anyone that dared to say something like that in front of me would have been termed the next day. Don't get me wrong, I know there are bad managers out there. It's like that everywhere. If you think we have it bad, join the military, it's filled with people in charge that I never thought should have been allowed to be. My point is that, there are GOOD young managers out there too and everyone that has posted about managers in this thread, has dogged them without thinking about those of us here that take great pride in managing with starbucks.
Oh and the good managers don't camp out in back. I take my admin day and check the needed things then I'm out on the front lines serving those customers right along side my poor sweating bleeding baristas.
Posted by: Nerfebarista | Feb 12, 2008 1:13:44 PM
Promotion from within is a really good thing in Starbucks stores. I've worked for my fair share of national chains, and the "corporate culture" at Starbucks used to be such a stand-out. I don't want to be one the people harping on the good old days, but I can say that I've worked in 4 different stores in 3 quite disparate cities over a span of 7 years. Talking about Starbucks used to almost bring me to tears-- I felt very pasionately about the "(non)corporate culture." So different from other retail or food service chains. I think for people coming from these chains, it's a hard mentality to shake; and many of those people have moved up through the ranks, so it's coming from the top down.
THAT SAID!!! There are a ton of great managers out there, and pockets where the stores have totally upheld the standards and mission statement. unfortunately, places that have seen the most rapid growth haven't had anything to model themselves after.
And say what you will about Howard, I think him handing over the reins was a the first step in an overall change in tone.
Posted by: amalie | Feb 12, 2008 1:23:29 PM
NERFEBARISTA:
You are the type of SM that we are all praising!!!! You treat your partners with respect and dont camp out in the back! Immature partners at any and all levels were who were being criticized above! Age has very little to do with it. I've worked with 40 yr old failing managers and 20 yr old baristas who ROCKED their jobs! We should all leave out the stereotypes and generalizations-but sometimes frustration gets the better of us...I say lets get rid of all the partners at ALL levels who don't want to support the guidelines and standards, and i promise all ages will be represented in that mass termination!!!
Bravo to all partners who live the Mission Statement! Keep it up and don't let anyone bring you down with them!
Posted by: | Feb 12, 2008 1:31:06 PM
"Oh and the good managers don't camp out in back. I take my admin day and check the needed things then I'm out on the front lines serving those customers right along side my poor sweating bleeding baristas."
thank you for making my point.
KEY word GOOD Managers.
i think my manager spends all her hours in the back. i think i have scene here actually work on the flor a total of 40 hours in the time i have been there. When they where put on the DT the other day (because they mis schdueled again)the blew up at the shift about deployment.
Posted by: sbuxne | Feb 12, 2008 1:31:15 PM
oh my god! I thought I was the only one who had issues with stirring! Here's my issue... I'm not really sure why this happens, but so many times, I'll go to take a sip of my drink and end up with coffee dripping down my shirt... then I look to see why, and there's coffee dripping out from between the cup and lid! I'm not exactly sure why this would happen, but the only thing I could think of was that it always seemed to happen when the barista stirred the drink and then wiped off the spoon on the edge of the cup. Of course I could be wrong about that... maybe a partner could shed some light?
Posted by: coffeeislife | Feb 12, 2008 1:31:30 PM
COFFEEISLIFE:
Try making sure that the opening you sip out of isn't directly above the seam in the paper cup. Your barista should be checking that when he or she lids the drink, but sometimes it slips by!
Posted by: amalie | Feb 12, 2008 1:35:57 PM
Does anyone know?
Does Starbucks have a policy about not participating in blogs about the company or anything like that??? I seem to have a faint , possibly wrong, memory of reading something about that...
Can any of us be disciplined/termed if identified?
Posted by: | Feb 12, 2008 1:38:47 PM
No one (as a customer or as a barista) should be complaining about this. The cost to either group is minimal. The potential gain is tremendous.
Good for Starbucks. Hopefully, it will raise quality and customer experience on the front end (and barista feedback / satisfaction on the back)
Posted by: Pig-Goat | Feb 12, 2008 1:45:28 PM
RESTORE ESPRESSO QUALITY
New espresso standards and behavior expectations are being introduced to ensure that the highest quality handcrafted espresso drinks are delivered consistently to our customers.
To ensure engagement and excitement around these new standards, we will commit time and resources to our partners' development through an in-store training experience on Feb 26, which is highlighted in details below.
NEW STANDARDS
The Beverage Resource Manual is currently undergoing revision to align with these new standards. Where conflicting information exists, this communication sersedes the Beverage Resource Manual. Information in the Beverage Resource Manual not specifically addressed here is still valid, and is the best source of information regarding standards and techniques related to beverage preparation.
BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL
Posted by: BOSTON STARBUCKS REBEL | Feb 12, 2008 2:01:42 PM
Espresso Standards
Baristas must own beverage quality by monitoring shot quality throughout their shift, visually inspecting shots and on occasion tasting them. Pour into shot glasses. Shots must be poured into shot glasses and then into the customer’s cup. Shot glasses must be rinsed at least every 10 minutes or as needed. When rinsing shot glasses, use the “Rinse” button on both the V801 and V901; this will help the pour spouts remain clean, hot and free of coffee residue. The use of shot glasses allows baristas to see and smell the shots they produce. These sensory cues help the barista monitor the quality of shots the machine is producing. Expectations: Straight espresso is typically consumed immediately, so single and double espresso (solos and doppion_ should be poured directly into demitasse (for here) cups. If a customer wants a single or double espresso to go, politely honor the request, pouring directly into a paper cup. (Note: For stores with V901 machines, the “Long” pour, which yields four ounces rather than two, maybe also be poured directly into a cup.)
Pour double shots only: Because the V801 and V901 both produce best results when brewing double shots, we will brew only double shots. This applies to Decaffeinated Espresso as well. Every effort should be made to use extra shots in customer beverages, but if they cannot be incorporated with 10 seconds, they should be discarded. Baristas may also use the extra shot as opportunity to monitor shot quality by tasting it, or on occasion, offer a regular customer a complementary shot in their beverage.
Adjusting the grind: Time shots a least once an hour to ensure your grind is correct. Time three consecutive double shots, preferably in your beverage queue. Based on the time standards below, use the time of the third shot to determine if the machine operating properly. If its not, adjust the grind as needed. If shots are pouring too fast, the grind needs to be fine; if they are pouring too slowly, make the grind corser. Note: Being timing the shot when espresso comes out of the sout and stop timing at the end of the continuous pour. Disregard the drips at the beginning or the end when timing, but remember these drips are part of the shot. V801 (upgrade) 15-19 seconds V801 (no upgrade) 13-17 seconds
V901 18-23
BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL
Posted by: BOSTON STARBUCKS REBEL | Feb 12, 2008 2:02:31 PM
Milk steaming standards
Coffee is the core of our hand-crafted espresso drinks, but milk is an important ingredient as well. Safe and skillful handling of milk is essential to making great beverages. We are changing two standards in an effort to help baristas craft beverages worthy of the quality of our coffee. The Beverage Resource Manual still contains an excellent description of proper techniques for aerating, frothing and steaming milk.
Steam milk only once: In order to serve our customers only fresh, flavorful milk, we will no longer re-steam milk.
Use only small steaming pitchers: We will no longer us large steaming pitchers.
Customer Service Behavior Standards: Customer recovery coupons are available and easily accessible. These coupons should be presented to a customer to apologize and invite a customer back to Starbucks for another visit.
Training
We are excited to announce a training event for all U.S. partner to support the successful execution of these new standards. On Tuesday, Feb 26 starting at 5:30 PM local time, all U.S. company-operated stores will close to conduct a hands-on espresso training experience, which will begin at 6PM and conclude at 9PM. (Working with field leadership, stores open later than 9 PM will need to determine if re-opening or remaining closed is appropriate.) The focus of the training will be to provide time for hands-on practice of new espresso and milk standards and build pride and ownership in always serving the best beverage to every customer.
All U.S. partners, including Service Technicians and FIMs, will participate in this training event. Licensed stores partners (DM’s, OPMs, Regional Managers) will also participate in local stores. Below is a summary of the timing and resources you can expect in support of this important event. (Note: All other regional partners and SSC partners will also be participating in this event through scheduled office training. For these partners, look for more details on these office training events in the next several days.)
BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL
Posted by: BOSTON STARBUCKS REBEL | Feb 12, 2008 2:03:03 PM
Monday, Feb. 11- RVPs will experience a preview of the training and materials at their upcoming RVP meeting in Atlanta.
Monday, Feb 18- Training content for the four-hour training event will be posted to the Store Portal.
Tuesday, Feb 19- All company-operated and Licensed Store DMs and above will attend a one-hour conference call (Microsoft Live Meeting) facilitated by the Partner Development and Operations Team. At that time, we will walk through the training materials and event logistics. Specific times available for this call will be communicated later this week.
Feb 19-26 Company-operated DMs will assess all store managers and ensure that each and ever SM is prepared to facilitate the training event on Tuesday, Feb 26. All stores managers will review and practice using the facilitator guide provided in order to deliver the training event to all store partners.
Tuesday, Feb 26- All US company-operated stores will close at 5:30 PM in order to facilitate the training in a safe learning environment. Store managers will facilitate this training.
Wednesday, Feb. 27
All partners are accountable for serving the highest quality beverage and delivering an exceptional experience to each and every customer. Ask customers, how their beverage tastes and remake beverages that do not exceed expectations, do the right thing for the customer and for the coffee. District managers must taste brewed coffee, espresso and steamed milk at every store visit and engage partners and customers in conversations about coffee.
Store managers must taste brewed coffee, espresso, and steamed milk on every shift and engage partners and customers in conversations about coffee.
Immediately schedule each partner for a three hour training session for Tuesday, Feb 26 starting at 6 PM.
By February 25, all large 2 QT pitchers must be removed from the bar station and longer used. These stainless steel steaming pitchers will never break down and must not be thrown away or discarded. For this reason, donate or recycle all large 2 QT pitchers.
District managers are responsible for following up with store partners on espresso beverage standards as a component of Operational Excellence and schedule Store Plan of Action Visits in Q2 and beyond.
BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL
Posted by: BOSTON STARBUCKS REBEL | Feb 12, 2008 2:03:31 PM
Thank you BSR. ;)
Posted by: | Feb 12, 2008 2:09:37 PM
I see a lot of partners on this site repeatedly blame and point the finger on what could be improved with our company.
But I am only occasionally seeing what a true partner thinks: What's the cause? Am I contributing? What's the solution? How can we put it into action?
PLEASE, if you are going to bring up something, ask yourself those questions! Quiet the noise, and the gossip and LEAD regardless of your title.
P.R.I.D.E.
Personal
Responsibility
In
Delivering
Excellence
Posted by: P.R.I.D.E. | Feb 12, 2008 2:11:47 PM
pride
What makes you think that we don't?
Posted by: | Feb 12, 2008 2:17:08 PM
Please find a sanitary way to stir drinks if you must. The water wells, though equiped with running water is not sufficient to keep clean, sanitary water and spoons, when spoons COVERED in milk/foam, chocolate syrup, matcha and melon, caramel sauce etc..are all circulating in that well. You are going to pull a spoon out of THAT and stir my drink with it?
Posted by: | Feb 12, 2008 2:31:44 PM
Thanks, I'll keep an eye on where the seam is on the cup. But come to think of it, it generally seems to happen at sbux in grocery stores or highway rest areas, not at actual Starbucks, so I'm betting they don't take the time they should anyway...
Posted by: COFFEEISLIFE | Feb 12, 2008 2:36:09 PM
Oh please oh please don't stir drinks. I can't bear to watch it. It's one of the only things that makes me crazy, and mostly because it does look so insanitary as described in the post above. In one of my favorite stores the technique is to put milk into a paper cup about 1/3 to 1/2 full. Add shots. Pour more milk. Stir.
It makes me want to cry!
Posted by: Melody | Feb 12, 2008 2:40:07 PM
Hey I have met and worked with some great managers in my district. Unfortunately, the management team at my store just isn't. I am also not the only partner in my store that feels this way. Our last manager was great; always out with her team on the floor, really into coffee tastings,believed in recertifications, the mission statement, and green apron behaviors. She was so good, that she was named manager of the quarter. To go from that to what we currently have is pathetic, and unfortunately one of the problems that Howie needs to look into.
BTW, my last manager was 25.
Posted by: Beantownsbuxbitch | Feb 12, 2008 2:49:54 PM
to the ANON poster at 11:54:16 PM who said "young women can be very cruel by leading men on and then making them feel like trash when the man just wants to carry on a conversation" and "Men have feelings too"
Maybe she wasn't leading you on