Small coffee roaster makes fun of Starbucks' training session, offers free coffee on Feb. 26

Coffee Klatch Roasting's two California retail coffee shops  will offer free coffee to customers on Tuesday, February 26th from 5:30 PM until 8:30 PM PST "in celebration" of Starbucks' planned 3-hour closure for espresso training. "I'm not sure why it's going to take them 3 hours to learn how to press a button," says Coffee Klatch Roasting owner Mike Perry. OUCH! (Read the Coffee Klatch press release || Stew Leonard's has a similar deal)

Comments

[imabarista]

Parody is even more sincere than flattery.

[Matthew]

My Barista pushes more than one button ;)

[Organic Dopio]

In your intelligence, Do you really believe it takes three hours for baristas to learn how to press a button?

I'm highly impressed by your gullibility.

Small coffee roaster but lead by the US barista champion and selected as best espresso in the world.

I sense many baristas becoming very agitated over a light-hearted poke at competition

[NorthernPartrter]

Heh.

I really wish Schultz would rip those godforsaken Verismos out of the stores. They're the biggest source of embarrassment I've got about my job.

[imabarista]

You do?

"I sense many baristas becoming very agitated over a light-hearted poke at competition"

More like knowing exactly where to push their buttons.

[drivethruhater]

hahahaha. i think thats hilarious. good for them. hopefully they'll be busy and see what its really like to work a morning rush...

[barista jack]

I guess Coffee Klatch has to do something to get customers in, when people aren't buying , they have no choice but to give it away for free, where would we be if people didnt alway keep up to date on their education, someone that thinks they already know everything , knows nothing, we can always improve ourselves, its a shame people fault us for attempting to always be better, and do better...

Small coffee roaster but lead by the US barista champion and selected as best espresso in the world.

yeah that was starbucks when howard had only 2 stores too.

if this guy expands to 4 stores god help him.

[LM]

hahaha, well put!

and its not just for retraining, at least at my store... we are deep cleaning from front to back. Here's to a new beginning... now, its my day off and I'm going to go make some french-pressed sulawesi!

[Get off the damn cell at the DT window]

and its not just for retraining, at least at my store... we are deep cleaning from front to back. Here's to a new beginning... now, its my day off and I'm going to go make some french-pressed sulawesi!

You can actually get deep cleaning done front to back in this time? That would be impossible in our store.

[GlenFeliz Regular]

Caffe Vita in Seattle is also offering free coffee during the training hours at all five locations.

[Javaccino]

Very cute. I won't take it personally, it's just business.

Actually, as a Barista (shift, actually) I find this kind of funny. There are a few partners at my store that definitely need to be retrained, but it won't take 3 hours. Like the Coffee Klatch or whatever person said, "I'm not sure why it's going to take them 3 hours to learn how to press a button."

There are some that don't need to be trained at all, since it is quite easy to press buttons, and all you have to do is time it somewhat correctly.
Most of the partners at my store think this will be a huge waste of time, but if Howard says it isn't then it must be lucrative.

Thank-you Uncle Howard.

...

[starbucks is for lovers]

haha, nice PR move. Good for them. I'd be interested to see how many new customers they actually retain and how many just go back to their normal Starbucks the next day.

"haha, nice PR move. Good for them. I'd be interested to see how many new customers they actually retain and how many just go back to their normal Starbucks the next day."

I wonder what their staffing and deployment will look like. I actually see this as a bad move, since people will assume that it always takes 30 minutes to get their drinks at these places.

[Stacy]

Big deal.

I love how threatened people get by Starbucks. It's damn funny actually. If another coffee shop feels the need to play it up and try some lame ass gimmick to get people in their doors, let them.

[Ken]

Great Idea, if I owned a shop, I would probably do the same thing, and seeing how defensive people are getting about it, I would probably try and drag it out as long as I could.
Seriously, what is the point of a 3 hour shut down? To me, its like confiscating toe nail clippers before getting on an airplane, it appears you are doing something to fix a problem, but it really is nothing more then the appearance of it, and does nothing to actually fix it. If anything, it’s a pr move on Starbucks part to “show their commitment to their customers”.

Unfortunately the re-training has the added benefit of publicly making the current problems look like the partners fault, while Howard, privately tells us all that we are the heart and soul of the company-that noone knows our business better than we, the front-line staff...But I still have to say that I support it...

[Stacy]

"making the current problems look like the partners fault"

A lot of things IS the fault of partners-- partners who are too lazy to care about anything in life... It's funny how everyone at my store can bust their ass to follow standards and make our customers happy but yet a store that is less than 2 miles away from me has retards working there. Out of the 5 stores in the area, that particular store is one with the most customer (and fellow partner) complaints.

[Zipy]

We are the heart of the company. They make most of their money off of us and the job we do. The better our drinks taste, the friendlier we are, the more money Starbucks makes.

That being said, I work with a LOT of people who can't make a drink to save their lives. Sounds bad, huh? I should take it on myself and teach them, right?

Doesn't work that way in real life with young people who feel this job is blow them and that they don't even want to be there. Me trying to tell them how to do their job "right" just annoys them.

So, having 3 hours of forced training might be useful. At the very least, you can point to the training when the same people still can't make a drink.

Personally I feel guilty working with these people, but this is retail, and this is how things work. We're generally more friendly and easier to deal with then say your local taco bell but we are still a major retail store and theres only so many quality people who will work for $8 an hour.

Usually they aren't there for very long, finding a better job.

[Kittymoose]

I wish I was making $8 an hour, but still, I love my job and I do my best to make a quality drink every time :)

Another note: Does anyone know what exactly we're getting trained on?

[BOSTON STARBUCKS REBEL]

AG,
Are you working tomorrow? I might try to stop by and see you. I think your store is very comfy.

[S]

Any baristas out there who resent this "training session" or feel insulted somehow? As in, "tell us something we don't know!". Unless entirely new methods of preparation are introduced, aren't you feeling like this is just a PR move? Somehow I imagine the 3 hour training will be mainly a 3 hour break.

[SOCALGAL1212]

As a former SBUX barista, I rarely heed the call of the siren these days. If I want a real espresso drink, I take my money and tastebuds to It's A Grind or Peet's Coffee & Tea. The Verisimo machines were the worst thing Starbucks could have done in years past. The Verisimos consistently put out metallic-tasting, slightly burned espresso shots. Starbucks "third place" soon became about speed and quantity rather than quality. When I first became a barista, it was about perfecting technique to make the perfect shot on the La Marzocco - for me, that was a 19-second pull ristretto. I prided myself in making a quality drink- which didn't include scalded milk or over-brewed espresso like most of today's drinks do. My hope is this 3-hour training will bring back the manual espresso machines, and a good quality brew. If so, I might have to break my boycott long enough to heed the call.

[OllieJ]

While I applaud the small coffee shop owner's gimmick, I'm pretty sure the guy has no idea how to manage the kind of line you get in a Starbucks during peak hours. Like someone said before me, God help him if he ever owns 3 or 4 stores.
But that being said, I terribly miss the old machines. I cannot stand the Verisimos when I have a rush going on. You can't even double-bar comfortably.

And now that shots can no longer go directly into cups, it's going to make rushes even worse.

It's gonna be a long and bloody 3 hours with me biting my tongue the whole time.

@OLLIEJ

If you ever can, go visit a Coffee Klatch location. They know how to manage a line.

[Javaccino]

From what I got from the memo, the training is about getting us all on the same page with the improved standards, so I can't possibly feel insulted.

What pisses me off is that someone allowed it comes off to the public that we are all a bunch of dim-wits who need to be re-taught how to push a monkey-button, when professionals in every area who give a damn about what they do take professional pride in constantly re-training their butts off. Why should it be any different for us?

[Kay]

This just sounds ridiculous to me.
3 hours of training to press some buttons? lol You've got to be kidding me. I wondered why they would offer free coffee... sounds like they dont get enough ppl in... Of course, when your competition is closing their store for 3 hours to "just press some buttons," and ppl who usually go to starbucks to get coffee not from wherever that coffee shop is, ppl would be desperate enough to go to the store who seems to be offering it for free. Some ppl are just idiots. This training is not just to improve our drinks but also to improve our customer service. Improving ourselves doesnt mean that we need training b/c we are not good at our job.

[ex-sbuxmanager]

Me thinks they dost protest too much...

[pdxshifty]

Really, though, this is rather lame. If the 900 pound gorilla is closed...you have a captive audience for your product...why give it away for free? Take the customers money and maybe give them a half off coupon or some such promotional material to come back another day? Or even better start giving out free coffee after the sbux opens back up for the night.

It just seems stupid to give away product when you are the "only game in town" for 3 hours.

[Bob Log]

I think its ironic some of you Starbuck Barista's are getting bent out of shape and bad-mouthing Coffee Klatch. Just as Unca Howie has made a PR move out of the retraining, Coffee Klatch made a counter move. And those of you who bash them - maybe you should go check out one of their stores or coffee. I haven't seen too many Regional, US or World Champion Barista's coming out of Starbucks.

[Bob Log]

Coffee Klatch:

# 2003 United States Barista Champion
# 2007 United Sates Barista Champion
# 2004 3rd place United States Barista Champion
# 2004 Western Regional Barista Champion
# 2005 Western Regional Barista Champion
# 2006 Western Regional Barista Champion
# 2007 Western Regional Barista Champion
# 2003 1st, 2nd, 3rd place California Regional Barista Champion
# “Best Espresso in America” LA Times
# “Best Espresso in the World” WBC 2007

Starbucks:
???????

Starbucks:
???????

Maybe they should have a category for pushing buttons. That way Micky D's and Starbucks could compete against each other.

starbucks would have to enter the barista chmpionship to win and they do not so it is an empty point.

starbucks would have to enter the barista chmpionship to win and they do not so it is an empty point

The reason Starbucks doesn't enter is because not a single one of the so called "baristas" that work there would be able to produce a shot on a manual machine that would stand up to competition level scrutiny.

[Stacy]

No one is doubting whatever awards have been won by Klatch. I may work for Starbucks but even in my own opinion, there are other places I like better. However one of the reasons I have such passion for my job at Starbucks is because we do our best to please customers and create that third place. Not many other coffee shops can say that.

[JC]

As a side note but something that is related to the above discussion of giving away free coffee.
I was at a Starbucks (in Tucson, AZ) on my break and I noticed on one of the registers a stack of something. I pointed and asked what they were and the barista gave me one.

It was a coupon for a complimentary 'Skinny' latte to try them. (Yikes bc I've heard bad things!)
I had not heard any other baristas mention those on here.
Should I not have asked about it, as maybe they are giving them to customers who order something specific?
Is that an old promo or upcoming?
Or is that perhaps because of the closing on the 26th?
(which I am super excited about btw...I can't wait to go in for a drink the next morning!) And I certainly don't think anyone deserves a drink coupon bc of the training...I was just surprised when I read it, saw what it was and thought surely it would have been mentioned on one thread or another!

[Melody]

This is truly a saddening thread. Where are the baristas who have joy in their work? We have anon on 2-19-08 at 8:43:37 AM, who says that they will spend a junk of time deep cleaning. That's not the first time we've heard that. I'm sorely disappointed.

Isn't there a heck of a lot more going on here than just how to use the mechanics of an espresso machine? I was at a Starbucks recently ordering a Caramel Apple Spice and had a conversation witha barista recently about heating up the apple juice "extra hot." I explained to the barista that it wasn't necessary to steam it to 160 degrees because the apple juice will keep coasting up in tempature after you steam it. She seemed to have never heard that before.

I would assume that "training" is a broad category that covers everything from steaming milk, keeping customers happy, when to use service recovery coupons, and paying attention to the espresso coming out of the verismo, or whatever .... On top of that, let's not forget that Starbucks sells coffee. There is a world of training that could happen surrounding coffee beans.

This thread seems to have an unusually high percentage of starbucks bashers in it. Where is Vicki Verona when you need her? ;)

[ty jones AKA Five Year Partner]

"Starbucks "third place" soon became about speed and quantity rather than quality."

EXACTLY!
'Nuff said.

[AstMgr]

There will be espresso shot tastings, milk tastings and it will be fun....and educational its a chance to get together without interruptions... that NEVER happens! I love my partners and cannot wait.

You shouldnt be cleaning... thats not what this time is for.

[ty jones AKA Five Year Partner]

"The reason Starbucks doesn't enter is because not a single one of the so called "baristas" that work there would be able to produce a shot on a manual machine that would stand up to competition level scrutiny."

LIES!
You're so full o' yerself!

Some of us dinosaurs still maintain enough muscle memory in our Carpal Tunnel Syndrome'd wrists to use a manual machine.

I worked on a La Marzocco for two glorious years before the 801 robo-machines were installed, and I still drop by a local mom-and-pop haus two or three times a year to see if I can still sling 'em.

And guess what?
Like riding an ever-lovin' bicycle.

People like you make me sick. I take pride in being a "Hired-Under-Howie" fully trained and fully operational BARISTA.

Love, your friend in coffee,
TJ AKA Five Year Partner.

[starbucks newbie]

Well....having only been at Starbucks for a short period of time,I will be greatful for any training because I take pride in my job. There is always room for improvment and last time I checked, I was not perfect.

Now for 3 hours? Hmmm....I hope there will be more things discussed than how to pull a perfect shot. I know the training I went through just to become a barista left me wondering if I applied for CEO or something, but at least I knew what I was doing the first time they threw me on that bar. How many times do we complain about places like Mickey D's or undertrianed employees of other businesses. Starbucks is just staying on top of things by reitterating what got us where we are today. I love my job!! (plus the 3 hour training will get me out of the house & a good excuse not to have to cook dinner!!)
As far as Klatch's (sp?) goes....good for them. A little healthy competition is a good thing!!

wink!

LIES!
You're so full o' yerself!

Some of us dinosaurs still maintain enough muscle memory in our Carpal Tunnel Syndrome'd wrists to use a manual machine.

I worked on a La Marzocco for two glorious years before the 801 robo-machines were installed, and I still drop by a local mom-and-pop haus two or three times a year to see if I can still sling 'em.

And guess what?
Like riding an ever-lovin' bicycle.

People like you make me sick. I take pride in being a "Hired-Under-Howie" fully trained and fully operational BARISTA.

Love, your friend in coffee,
TJ AKA Five Year Partner.

Just because you worked on a manual machine doesn't mean you knew how to use it. the 13 second shots that you pulled according to standard would have tasted like crap.

I am so surprised to hear that there are partners here who feel this is a waste of time! I am so excited about having a team meeting, we rarely get to have the WHOLE team together at once, and it is a great opportunity to set the standard. Then, once the expectation is clear, it will be evident who exceeds and meets expectations, and who does not.

This makes perfect sense to me, and I can't wait!

[Beantownsbuxbitch]

Boston Starbucks rebel,
I am not working tomorrow, and I was out sick today with food poisoning. Thank god EM was the shift, and was cool about me calling in. We do have a comfy cafe at 125 Summer, I just love the orange chairs.

[ty jones AKA Five Year Partner]

Um...jerk...don'cha mean 18 to 23 seconds on the La Marzoccos. Unless you pulled a Cubano....

[BOSTON STARBUCKS REBEL]

I think we should also have shirts that say, "I Survived Jim Donald."

Is Melody billing Starbucks for all the time she spends posting here?

[Kellie]

If starbucks is trying to target the "health conscious" by offering a skinny latte...why pull the "skinny" fraps? That was DUMB! It's warm weather in the south guys....we drink fraps ALL YEAR!

[kitty]

It's funny that Stew's is trying to pull the same stunt when they're coffee's nothing to write home about. Maybe only because their CT stores have a Starbucks in close proximity, but their espresso is crap.

Um...jerk...don'cha mean 18 to 23 seconds on the La Marzoccos. Unless you pulled a Cubano....

That's still well outside the 25-30 seconds as set out by the Italian specialty coffee institue. And why don't you try looking up the true meaning of "cubano" it has nothing at all to do with the time it takes to pull a shot.

[K of SD]

Ok, so I contacted corporate about the Almond syrup absence and got such a "canned" response it's sickening. What is up with that?!?!?!

[ty jones AKA Five Year Partner]

"And why don't you try looking up the true meaning of "cubano" it has nothing at all to do with the time it takes to pull a shot."

The nerve! I mean seriously...

Don' you even try an' tell me about cubanos, my mother and uncle LITERALLY came into the states on a tiny, leaky boat. Lived in Miami for several years. Decided that Little Havana wasn't for them and headed West.

All they drank for years, all my momma made, in fact, the first "espresso" I ever remember having was Cuban style Bustelo. Loaded with cane sugar and black as their hatred for Fidel.

And I dare you to try an' pull a sweet 'lil cubano on a halfway-decent manual machine, any manual machine, any brand, and keep the shot from pulling a FEW seconds longer than the standard, average time.

Go on...tamp, tamp away to your little heart's content...I'll be waiting for you to get it right.

Of course, we all know, 'Lil Elián will be probably be running things 'fore your done....

Love, your friend in espumita,
TJ AKA Five Year Partner.

[Yay]

The retraining involves these movies and junk, paper work stuff and the like. Each session of new training is timed like "20-30 minutes" so, you'll be there for the length :(.

Just because I WORK at SBUX does not mean that I don't know how to use a manual, have one at home, and use it every day.

So I push buttons to crank out hundreds of drinks a day. I don't see the harm in that when people get pissed if their drinks take more than 30 seconds.

I also make espresso on my MANUAL machine daily... outside of work. Most people at my store do the same thing.

Don't be so quick to judge.

[disgruntledbarista]

well, good for these little stores for taking advantage of the situation.

I find it interesting that cafe vita is doing this as well, since there is only 1 store (and it is licensed) anywhere close to them. UGH! I can't stand that place. Talk about your surly baristas! And I have had plenty of them make my drinks, all with the same attitude of "I have better places to be than pouring your damn drink." Not to mention that my drink is cold by the time I get out the door because I think they just steam their milk to our kids temp.

As for the meeting, at first I was a bit pissed. In fact, when it was first announced, one of our regulars asked me about it (as I was on bar making his drink), I said "yeah, we don't know how to make your drinks" as I handed him his drink.

But we've started implementing some of the changes already and I know MY quality is going up, because I now know when to throw out a bad shot and start over. And I have fast gotten out of the habit of resteaming (so ashamed).

[Super Shifter]

1) Ty, welcome, you're a riot and I love you

2) Last time I checked this wasn't a WBC online RPG, so quit trying to one-up each other. Share the love...the coffee love.

3) The retraining is a way to instill accountability on a new level for each employee. It's structured process, a way of saying "These are the (new, I guess) standards, you know them, you understand them, you are accountable for them, and you'll be disciplined for not following them."

Starbucks in a master in the realm of training. The "Facilitator Guide" is literally a script of the entire session, with words to be spoken, questions, the "right" answers (even to open-ended questions), and follow-up commentary. My favorite excerpt from any training material is in the orientation for new partners:

"Start a spontaneous conversation. Alloted time: 2 minutes."

But, this session may have topped the list:

"Practice being genuine...."

Read it. Real closely.

:-\

[BOSTON STARBUCKS REBEL]

Everybody who says they NEVER say the action items about SMALL PITCHERS or SHOT GLASSES, guess what you should. Read the STORE PORTAL! If you have time to come to a Starbucks related website on your time off, then you have time to use the STORE PORTAL, while you're at work.

Here's an email I sent to this guy re his RUDE comment. I'm GLAD I work for Howard and not this JERK! Maybe if his coffee was as good as he thinks it is, he wouldn't be giving it away for free!!!! LOL!!!

On Feb 19, 2008 10:33 AM,

Hey Mike Perry,
Re: " I don't know why it takes 3 hours to learn how to press a button"

You are, of course, entitled to your opinion, but this comment was really more the kind of snide remark people say among friends-not in a public, professional press release. Why go out of your way to publicly make fun of a hundred thousand people?
Not all publicity is good. You've lost at least one customer.

Date: Tue, 19 Feb 2008 14:42:09 -0800
From: mike@klatchroasting.com
Subject: Re: KlatchRoasting.com: Press release

>I'm sorry you feel it is OK to talk behind their back among friends but not say it publicly. I said what I think, I would ask it of Howard if I saw him. I have asked a couple of Starbucks employees I know and they told me from what they understand its mainly PR on their part and they are only watching a video. Don't know that for a fact but I do know it does not take 3 hours to learn how to push a button "(or to become a barista) and I do know we have trained baristi who will be at work and giving away free drinks to show people what a true world class drink is made with the Espresso awarded Best in the World.

> mike

Mike Perry
Coffee Klatch Roasting
> www.klatchroasting.com

[stopcensoringme]

as some of you have said, the baristas are NOT the problem. the problem is starbucks is no longer a stock market darling. overgrowth is the problem.

[barista jack]

Mike Perry,
Clearly something is wrong on your end, or why else would you ever care about us baristi getting a refresher course. if you have the worlds best espresso, great for you. Starbucks shouldnt even be a thought in your mind. But clearly you seem threatened, I do have a question for you, are all of your paninis and many other meals made fresh? do you make more money off your food, because according to your website at Coffee Klatch, you seem more like a deli/restaurant than a coffee shop, I guess your not selling enough of the worlds best espresso to pay all the bills...just a thought

[Yvonne Cousse]

I was reading on MSN today that the line of "Skinny" drinks are found offensive by some. All I have to say that as a woman, I am not offended by this at all. I took the name as a decription of the drink itself. I never took it as targeted to women and honestly finding this offensive is taking political correctness to the level of stupidity. There are more important things in this world to get heated over. I'll give you a few good examples: DARFUR, poverty, women getting physically abused by their husbands and boyfriends and getting no real protection from the system. If we direct our concerns to things like these instead of the name of a drink, I think we'd get much better results. Thanks for letting me blog.

[BOSTON STARBUCKS REBEL]

Overview/Agenda
• Welcome/Coffee Tasting
• Learning Objectives
• Message from Howard
• Customer & Barista Video
• Starbucks Espresso Standards
Breakout Groups
• #1 Espresso
• #2 Milk
• #3 Delivering the Espresso Customer Experience
• Team Challenge
• Message from Howard
• Barista Accountability
• Team Commitment and Close
• Total Time 2:40-3:20

[BOSTON STARBUCKS REBEL]

Welcome/Coffee Tasting
Welcome to Espresso Excellence! This is a very exciting time for us. This evening ALL stores across the U.S. will close in a history event to refocus on what makes a great Espresso beverage- and the impact to our customers. We’ll discuss the recently updated standards, have some time to practice refining our Barista skills and talk about connecting with our customers over a handcrafted beverage. By the end of tonight’s session we hope that you feel:
• Empowered to always create the highest quality beverage for every customer.
• Pride in understanding the why behind our standards

Also know that beginning now; we are raising the bar on what we expect of every barista. Our customers expect the best beverage when they come to Starbucks. From this point forward, we as a team must commit to always delivering on this expectation. We will gold each other accountable. We serve the best coffee in the world at Starbucks as we owe it to the farmers, roasters, to our customers and to ourselves to make sure that we always hand off the best beverage every time to every customer.

[BOSTON STARBUCKS REBEL]

Message from Howard
For example: Howard mentions: “I think over the years we have kind of lost our way a little bit and talked about speed of service, USDs and all the things are important to the business, but I think they are out of whack.”

Comment: Personally, I think Howard is right but how do you think SM's feel when DM's are breathing down their throat about variance-to-ideal being out of whack.
Let the baristas run the business.

[Nargle]

ahem, I believe in the business, that is what is known as a "zing"

[Pat Nerr]

I think it's funny that competitors are doing such things while Starbucks blows money telling their baristas things that they already know...

Jeeze... I'd like to see how many baristas that visit here actually feel like they need to blow 3 hours of their time "learning" something they already know or could have read in a store ops bulletin... or been coached on the fly by their manager. I think a Starbucks Gossip poll is in order...

and maybe a poll about how many store managers will actually use the time for something else.

Shareholders/Public: Wake up... Starbucks baristas do not need more traning... and it's too late to capture the handmade genre again... going back would look like defeat.

[BOSTON STARBUCKS REBEL]

Delivering Espresso Excellence
1. Steam fresh milk in small pitchers
Explain the Why
• Freshly steamed milk has better flavor, body and texture than re-steamed milk
• When using a small pitcher milk will be incorporated into a beverage in the shortest amount of time possible after steaming
• A small pitcher allows the thermometer to be submerged far enough to get an accurate temperature reading
2. Pour double shots into shot glasses
Explain the Why
• Double shots obtain the desired flavor profile for our Espresso, single shots on the V801 do not
• Shot glasses allow Baristas to visually inspect shots and see the rate of pour

3. Time shots on an hourly basis and adjust grind as needed
Explain the Why
• Timing shots on an hourly basis allows us to monitor quality
• By adjusting the grind to the shot time standard we will achieve the desired flavor profile

4. Handcraft the perfect beverage by following the recipes and ensuring the beverage made is what the customer ordered
Explain the Why
• Through feedback, our customers have let us know how important it is to receive the beverage they ordered and paid for.
5. Handoff Connection Behaviors
• Engage the customers with a smile or eye contact
• Get to know the customer by drink or name
• Present customer with a high quality beverage customized for them
• Express genuine appreciation and invite customers back
Explain the Why
• Customers tell us that they are more likely to return and recommend our store to their friends when they are recognized by name/drink and we engage them in conversation

[Legendary or Bust]

Boston, I know what you posted above sounds simple and rather straight-forward, but I can't underscore the importance of these practices. If EVERY barista follows these precisely and ALL of the TIME, we can deliver a quality product at ANY store at ANY time of the day. How much better can it get?

[BOSTON STARBUCKS REBEL]

Section 6 Espresso Bar Breakout
Taste and Describe Host
Facilitator Instructions
6. Pour double shots into 4 ounce paper tasting cups
7. Have each barista taste the shot
8. Ask all questions and guiding discussion

Q: How would you describe the flavor of the shot?
A: Taste: Intense, roasty, caramelly-sweet
Q: How do shots taste that pour too fast?
A: Weak and watery
Q: How do shots taste that pour too slow?
A: Bitter
Q: What is the double shot time standard
A: V801 (FPK) 15-19 seconds
Q: When do you start timing the shot?
A: When you see the pour start.
Q: When do you stop timing the shot?
A: When you see the consistent pour stop. Disregard the drips for timing but consider them part of the shot

Key Point
• Remind baristas that when you adjust the grind you must pour 3 double shots and time the third.
• The adjust you made to the grind will not be reflected until the third double shot pours.

[BOSTON STARBUCKS REBEL]

Section 7: Milk Breakout
Explain Practice on bar:
1. We will steam and taste non-aerated milk.
2. We will steam and taste perfect milk
3. We will review temperature
4. We will talk about how to reduce milk waste.
5. We will demonstrate free pouring a cappuccino
Q: How does non-aerated milk taste?
A: Lacks sweetness and tastes flat
Q: What is the texture/mouth feel of non-aerated milk?
A: Lacks creamy mouth feel
Q: How does perfectly steamed milk compare to non-aerated milk?
A: Flavor is sweet and has a creamy mouth feel
Q: What is the temperature for steamed milk?
A: 150-170 degrees
Q: What temperature should you steam milk to for a mocha?
A: 170 degrees, because the mocha syrup and whipped cream cools the beverage

[BOSTON STARBUCKS REBEL]

Section 7: Milk Breakout
Explain Practice on bar:
1. We will steam and taste non-aerated milk.
2. We will steam and taste perfect milk
3. We will review temperature
4. We will talk about how to reduce milk waste.
5. We will demonstrate free pouring a cappuccino
Q: How does non-aerated milk taste?
A: Lacks sweetness and tastes flat
Q: What is the texture/mouth feel of non-aerated milk?
A: Lacks creamy mouth feel
Q: How does perfectly steamed milk compare to non-aerated milk?
A: Flavor is sweet and has a creamy mouth feel
Q: What is the temperature for steamed milk?
A: 150-170 degrees
Q: What temperature should you steam milk to for a mocha?
A: 170 degrees, because the mocha syrup and whipped cream cools the beverage

Introductive Delivering the Customer Experience
Howard talked about the passion we have for quality Espresso in addition to our commitment to the connection with our customers. In this session, we are going to focus on creating connections with our customers at the hand-off plane.
Q: How do you think we as a team are doing?
A: Our customers tell us that we are doing okay and yet we have a huge opportunity to improve.
Q: What do you do to create a connection with your customer when handing them their beverage?
What do you say?
What does your tone of voice sound like?
What do your facial expressions look like?
Where are your eyes looking?
Key Points
• Connecting with a customer can happen as you hand them their beverage or as you are creating it.
• As you get to know your customers, you understand if they are in a hurry and require quick and friendly connection, or if they have more time to connect
• Take a little time to make each connection genuine and unique verses robotic
• Remember that your customer is always the TOP priority

It is important to remember today as we learn about making perfect Espresso shots and steamed milk, that a quality beverage for many of our customers is not just those two things.
It is equally as important to remember that forgetting just one of those customizers can ruin that drink for your customer.
Q: Who would like to share?
Tell us their name, drink, and what you know personally about that customer.
Our goal is to make our customer’s day. Getting to know them personally is what contributes to their loyalty to our store and to Starbucks. Remembering the customer’s name and something unique about them is what can create a memorable, uplifting experience.
• Just Say Yes (Thank the customer for letting you know, remake the drink without hesitation and then ask how it is…)
• Use L-A-T-T-E model (Listen, Acknowledge, Take Action, Thank, Encourage return)

Q: Did you feel appreciated
Q: Did you feel a connection
Q: What did you see?
Q: How did they engage the customer?
Q: What was said to express appreciation?
Q: What missed opportunities did you see?

[BOSTON STARBUCKS REBEL]

Section 9: Team Challenge
Explain The Rules:
1. Each team will build the perfect double tall latte.
2. Each team member must participate and play a role.
3. The facilitators will play the role of the customer and also judges viewing and tasting each beverage.
4. You will have 5 minutes to prepare and decide who will do what.
5. HAVE FUN!

[BOSTON STARBUCKS REBEL]

Section 12: Team Accountability
Together we are going to define our commitments as a team. How we will consistently deliver the perfect beverage to our customers. We’ll build this list as a team and post it in the back room. This will be how we measure ourselves and each other.
• Guide the team to identify specific behaviors and actions
• This is an agreement for behaviors that the entire team will be accountable to demonstrate
• This should be posted, referred to and used as a coaching tool for both you as the store manager and also for Baristas to coach each other

[Kat]

I really don't see what the big deal is. The guy took a little potshot at Starbucks, but what else is new? Blow it off, it's always going to happen between competitors.

And as I mentioned elsewhere, a three hour training session sounds like a splendid idea..IF training actually occurs. The lack of consistency between Starbucks products as of late has been frustrating, I never know what I'm quite going to get store to store. Some folks need to be trained.

[Stacy]

BSR,

Maybe it's just me but I really don't understand your point behind posting things that are for internal use only. Now granted it's not like it's stop secret spy-mission stuff here but still. You are probably the most flip-flopping barista I've ever come across. In one post, you come off as this badass barista who is down for trying to make Starbucks better, but in the next post, you prove that at the end of the day you actually have zero respect for your job. So which one is the real you?

[Michael Wells]

I'm a little more than sick of the childish assults on Starbucks. If you con't care for the product you don't have to buy it. No one has a gun to your head.

A the latest bit about "skinny latte" being sexist is moronic.

[debbie]

How is the skinny latte more offensive than the skinny cow ice cream sold in the local stores? I mean skinny cow?! guess I'm not the sensative type because the name doesn't bother me and the ice cream is good....

[BOSTON STARBUCKS REBEL]

Appendix A: Video Transcripts
Video Section 1: A Message from Howard
Hello, partners, over the years I’ve made countless videos to share with you on message after another and when I think about all the things I have talked to you in the past about, I can’t think of a more important message than the one I am about to share with you and that is that you are in the midst of going through the transformation of the company in terms of our passion and commitment to ensure the fact that you have all the tools and resources to not only make the perfect shot o Espresso and every Espresso based beverage, but to really understand what’s behind this and why it is so vitally important.
You know, this is my 26th year with Starbucks and I harken back to the early, early days of the company and when we first introduced the first Espresso bar in our stores and wha were trying to do, I think, is really demonstrate to our customers the passion we have for the quality of our coffee and bring it to life. In the 25 years that have passed, we have no served millions of customers, one cup of coffee at a time. If I am really honest with myself I think that over the years, we have not been as consistent and as committed to ensuring the fact that the quality of the beverage was compatible and matched the quality of coffee that we sourced and roasted. What I want to make sure you understand is that this is not just about training, this is about the love and the passion and the commitment that we all need to have to the customer.
Our customers are coming into Starbucks because they have a level of trust and confidence that we are sourcing and roasting the highest quality of coffee in the world and they are going to get a perfect beverage. I think over the years we have kind of lost our ways a little bit and talked about speed of service, USDs, and all the things that are important to the business, but I think they are out of whack. What’s really important, the most important is that we exceed the expectations of our customers an I’ve always believed that the only way we can exceed the expectations of our customers is if we could exceed your expectations and that is why we are investing in you, investing in this transformation so that we really get it back to the core, to our roots, to the heritage, the tradition and romance of coffee, the love of coffee; What I would like you to do when you through this, is really not just go through the motions, but really embrace this moment and realize that its not about 100,00 Baristas, its about one Barista, one customer, one cup of fantastic coffee at a time. The business that we are in and always have been; is we are the leading roaster of coffee in the world in terms of quality, precision, excellence and that all comes to life when you hand that cup of coffee to the customer.

[BOSTON STARBUCKS REBEL]

Video Section 5: What you can do
What you can do- Howard
When I went to Italy for the first time in 1982, I walked into an Espresso bar in Italy and it captured my imagination. I was like a little kid in a candy store; I couldn’t believe the theatre, the romance, the sense of community and the humanity of it all. In over the last 25 plus years, we have brought that to life in America and now in 44 countries around the world and this is just the beginning. There are people who are now questioning and cynically talking about “Starbucks glory days are over”, let me be the first to tell you that they are dead wrong, our glory days are ahead of us and do you know why? Because I believe so much in you, I have heard from thousands of you now over the last few weeks since I have returned back to the company. What I have felt is your passion and love for the company, well here is your chance, here is your chance to really demonstrate that every single day to your fellow Baristas and to your customers.
There are competitors small and large who want to be in our business, who are telling the world that their coffee is as good, their people are as good or better and they are going to try and take it away from us. I have always believed since day one, that the most signicant competitive advantage that we have as a company is that we have was the quality and passion of our people and we are going to be tested right now and we are going this test with flying colors because I know in my heart that when we go through this as a company and as a team that we are going to understand realize this is our moment to re commit ourselves to the core of the company, culture, the values, the guiding principles and most importantly to the authority that we have in coffee and nothing I think signifies that more than the perfect shot of Espresso, the perfect Espresso based beverage, whatever that beverage is.
Lets not embrace mediocrity, when you are behind the bar, you are in control. Only you, only you know when you are passing that cup of coffee to our customers whether or not it meets the test and that test should be personal, its not about the company, its not about the brand, its not about anyone but you, its personal. You decide whether or not that’s good enough and you have my complete support that if that beverage is not good enough, please pour it out and remake it.
Demonstrate to our customers that you can hold us accountable because we are going to make the perfect shot of Espresso and we are going to give it to you and if that’s not good enough then hold us accountable. This is a new day for Starbucks, a day in which we are going to recommit ourselves to standards that are unparallel in this industry and recommit ourselves to doing things that we once did really realy well and now we are going to do it better I am relying on you; I’m asking you to deliver beyond the expectations of the customers. I will provide you with all the tools and resources to succeed; you have my complete support, most importantly my faith and believe in you and your fellow Baristas. Let’s measure our actions by that perfect shot of Espresso.

[BOSTON STARBUCKS REBEL]

To all those haters out there,
The reason why I post alot of information on here is because it seems there is a LACK of communication in the store. How can you not know to use shot glasses and small pitchers right now? It is my belief, that store managers are purposefully not posting certain changes within the Company. Those store managers are not part of the transformation of Starbucks. And let me state that this Starbucks transformation is more of reformation. And those store managers and district managers who are not on board with these specific changes, your days are numbered. Those of us who support the STARBUCKS REBEL ALLIANCE, believe in Uncle Howie, we do not support those just crunch numbers on laptops and listen to conference calls and complain when efficiency is below 75%. “I think over the years we have kind of lost our way a little bit and talked about speed of service, USDs and all the things are important to the business, but I think they are out of whack.” I know so many district managers and RDO's and this is all they think about. The customer dissatisfaction of waiting in line and the stress level of the baristas is not some metric that you can measure. Howard Behar wrote that Starbucks in the people business not the coffee business. The human person cannot be reduced to some function or quantifiable metric. I am a human person. We are human persons.
It is the conclusion of the Starbucks Rebel Alliance that the front line should take precedent over the bottom line. To put it another way, if it takes 3 passionate baristas to satisfy one customer with a customized, personal experience rather than 1 robotic, pedantic drone/barista to serve 10 dissatisfied customer, I choose the first option. The entire idea that variance-to-ideal should be 0% is bullshit, plain and simple.
Let the baristas create that mythical uplifting experience come to life.
Our secrets make us sick.

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL

I can't blame him for being a dick since everyone thinks that shots of espresso at Sbux are just a press of a button, when in reality the diligent baristas make sure that their grind is up to snuff and time their shots, several times in a shift.

[Stacy]

BSR,
You completely missed my point. But, in all honesty, I don't expect anything else from you. You love to preach but yet you're not entirely sure what you're preaching about.

[Bob Log]

I think its odd that some people are still upset at Coffee Klatch's comments. The reality, as a Partner the position is no longer what it once was. Granted there is more to making drinks than pushing a button - but when the manual machines were removed it became more of a reality. Do I blame Partners - hell no. That was a bad mistake by Corporate - not the front line people.

As for the training - I know it sucks to spend 3 hours on the clock to get some education but the reality is a LOT of store Partners need it. Again, not necessarily their fault - how many received great training at your hiring?

[BOSTON STARBUCKS REBEL]

Stacy,
Thanks for comparing me to Senator Obama. I love preaching but not really having any substance. I think we should have change, but change for what?

[Nargle]

I like the fact that BSR posts up this stuff. My store is notorious for miscommunication, I've personally been told three different ways for timing shots, and conflicting information about shot regulation. Now I know exactly what's expected of me as a partner, which is a sight more than what I'm gonna get at my three hour "cleaning party" on Tuesday.
Furthermore, this is an open forum for partners and customers alike, and I see no harm being done by customers knowing that we're focusing on them, and ensuring that they get the absolute best espresso drink we can produce for them.

[Beantownsbuxbitch]

BSR,
From your mind and typing fingers to Howie's ears dude. Without the lowly barista connecting and responding to the customer, there would be no Starbucks. I believe that Legendary Customer Service got trampled by speed of service,the push to understaff, bad hires,ridiculous promo beverages, and poor management. I do my best to be legendary every shift,but the task is difficult under these conditions.
I came to work for this company because I believed in it. After reading Pour Your Heart Into It, I knew this is where I belonged. Unfortunately, things got lost along the way, and my faith turned sour. (I think it was when I was turning a dumb sign at 11:30 one morning, after making a gross frappuccino!) I still love Starbucks and believe that if anyone can make things better it's Uncle Howie. Retraining makes sense to me, if anything it will separate the men from the boys so to speak. Once the standards are set and actually enforced, the non-compliant will be exposed and hopefully disposed of. If you have no passion, you don't care, and if you don't care, you don't belong here. Read the mission statement, be legendary,and use your green apron behaviors. Just Say Yes, dazzle that customer. Star Skills should never be an inconvenience or annoyance. People whether they are a partner or customer, should come first. The rest will come together after. I see a lot of rebuilding coming after March 19th's big announcement. The dark days at Starbucks are numbered.

[No Name]

BSR,
I support you posting all that info here 1000%!
I also think that may SM are purposefully not sharing info with their partners, and even if it's not on purpose it's still ridiculous to me that any partner not on board with The Reformation still has a job.
PLEASE keep on posting anything you can that will HELP us do our jobs.

Beantownbuxbitch,
Great post!

***There will be no cleaning at the Re-training!!!!!***

I have been a partner since the last millenium and am still eager to learn something every day. I can't make a pretty rosette but i regularly get praise on the taste of the beverages I serve to customers. I am sure that baristas in independent coffee shops feel the same way we do, and that they try to please every customer that comes in. If not...why are you doing what you don't like doing?

[BOSTON STARBUCKS REBEL]

I have already let partners know that they will be held accountable for what they do. And if they fail to create the Starbucks Experience as outlined in the above material, they will be kicked to the curb with Jim Donald and the rest of the marketing people who sucked hardcore.

[XSBUX]

It's great to see so much drama over this.

The shut-down is a glorified holiday meeting / instead of gift packs it will be as the stated above overview. A realignment to original core values and standards. Your manager is only after partner buy-in and then the subsequent customer buy-in. If your manager or DM is worth anything they will be able to inspire this (Just hope they get it). As an ex 11 yr partner / manager in multiple zones, I am pleased and hope that SBUX can achieve this with balance and not swing too far to one side of the pendulum or the other (pompous I know).

For those of you bent out of shape over the boutique coffee houses making fun of the fact that a majority of partners can only operate a super-automatic machine...

Get over it.

you work for f***ing Starbucks (You are a cog in the machine called capitalism).

Look at the bigger picture. It's not just your rinky dink cookie cutter stores.

It's about how you can further a company that actually stands for more than just making a quick dollar.

You are the Voltron of the global market: fierce, sophisticated, and yet accessible to the lowest common (venti xtra caramel frap) denominator.

To quote Rob Schneider in Water Boy; " You can do eeeet!"

okay.
that's just true and funny!
all i do is press buttons,
buttons to steam and buttons for one or two shots.
it's not complicated,
we're not the best shot in town.
we're fast food.
get over it!

[bbux partner]

"Stacy,
Thanks for comparing me to Senator Obama. I love preaching but not really having any substance. I think we should have change, but change for what?"

HAHAHAHA BSR there have been so many times i have echoed that exact same sentiment.... hhhhhaaaaa.
Oh, and btw... relax people, it isnt like he is posting government secrets for christs sake... its coffee.

[javajohn]

Let's face it, this three hour training session is little more than a big [and expensive] publicity stunt by Starbucks to get some publicity - and it's working. What if McDonald's decided to close all their stores for three hours to 'educate' their burgeristas how to assemble cheeseburgers? Exactly.

[Stacy]

Even if a store manager is not doing his/her job and communicating, all you have to do is, gasp!, look up the information yourself! Open a manual and log onto the portal. It's all right there for you. Quit waiting for someone to do the work for you.

[BOSTON STARBUCKS REBEL]

A lot of stores don't have manuals. They just rely on the Store Portal. We were unable to locate one of store manuals the other day. I had to show an assistant store manual how to find it on the Portal.

[Stacy]

Even so, we are more than welcome to log onto the portal at any point in time. It seems many of you have failed to realize that you need to have this thing called self-motivation. Without it, you won't get far. Whether it be at Starbucks or life in general.

But I digress.

[geena]

does anyone know how much a supervisor in australia get paid?

[atownsbuxrules]

uh. I've never heard of coffee krotch, so this really doesn't seem like relevant news. Good for them, though. They got some publicity, I'm sure they needed it.

[drivethruhater]

boston sbux rules!!

i hope that everyone takes this(training time) as a time to reflect and learn a bit about their careers here in this company. what we have now is an opportunity to try and make a massive company unique again...i think its important too for all of uncle howies partners to buy into his vision of success because without the masses he is nothing.

I simply cannot imagine that Starbucks would be okay with someone posting that level of detail from what is, most assuredly, internal communications. Even more, I'd bet they wouldn't be okay with posting ANY detail of that.

With that, too, if the memorandum is clearly marked "For Internal Use Only" or "Company Confidential," I would think that it is, by its very nature, for internal use only or confidential to company employees only. Those are not hard concepts to understand.

If those communications are to be used internally or are considered confidential, it really makes me think twice about the general state of Starbucks. I mean, who's to say an employee decides they want to capture a day's worth of credit card numbers and post those on this website? Even better, who's to say they don't do something against their peers and post something like pay or salary information for all employees in one store? Those are all things handled by Starbucks, but a level of trust has been given to the company to maintain security on them and not let them be leaked.

Boston Starbucks Rebel (and anyone who thinks it's okay to post these things) should be terminated immediately as a liability and risk to the company.

End of story.

[Melody]

Hmm. Fascinating legal issue. This is not my area of expertise but my quick review of case law would suggest that ... a "confidential communication" turns on the reasonable expectations of the parties judged by an objective standard and not by the subjective assumptions of the parties.

This would make sense as the law often assumes that the nature of the underlying action or thing is more important than the label ascribed to it.

Arguably, one would say that the moment that Starbucks dissemninates such information to 100,000 baristas, it has lost its reasonable expectation of privacy of the communication. It's hard to imagine that your conduct of such dissemination is consistent with any expectation of privacy, imho.

** This is not legal advise ** (Though definitely an intriguing legal topic!)

[Melody]

Ooops. I was typing too fast and was pretty vague above. I meant to say, that I think it is probably not reasonable to believe that Starbuck's dissemination of such internal communications to 100,000 baristas is consistent with an expectation of privacy.

No one's asking for privacy, here, or at least 100% privacy.

You have to look at this in degrees. The degree of dissemination of a company confidential/ internal use only memo that BSR decided to act on is extreme.

He didn't just mention a brief schedule. I mean, he did at the beginning, and while the spirit of "internal use only" was technically violated, I would still gauge just posting a brief agenda to okay in the context of the prior conversation.

Yet, BSR went on for what would be pages and pages of information giving explicit, exacting detail on what may or may not be considered a trade secret to Starbucks.

It is assumed an employee will make every best effort to abide by company policy when being an at-will employee. I can't, nor could anyone else, say that BSR did make every best effort to treat the recent communications as company confidential.

I think it's very reasonable to say that Starbucks can have no reasonable expectation on keeping an internal communications from the public when it's given out to 100,000 readers, BUT I do think they have a reasonable expectation that one of those employees will not post it verbatim on a non-Starbucks channel.

Plus, it's in the spirit of how you do your job; you cannot be a great employee if you can't respect simple company policies.

[Adrienne`]

Wow, over-react much? Seriously. I feel bad for all of you who are spending your training time cleaning. PLEASE for your own sakes contact the partner contact center and say something about it! There is also the business ethics line......

please! This is all about leadership courage and motivation people.

[BOSTON STARBUCKS REBEL]

On the facilitator guide I don't see where on it says "For Internal Use." Also, its not like I've posted on YouTube the training videos or anything.

[Vicki Verona]

HOWARD HAS ANNOUNCED THE CONTEST WINNERS FOR THE BEAN SALES CONTEST VIA VOICEMAIL.

Company Total: 1,100,000+ pounds

WINNERS:

7 Day Winner - Store 11411 - Altemata, California - Eric Wrinkle - 12,588% growth
5 Day Winner - Store 9219 - San Francisco, California - Mark Reese - 3,901% growth
6 Day Winner - Store 9866 - La Marata, California - Sara Chavez - 1,556%

Most Pounds Sold - Store 5479 - San Diego, California - 1745 pounds

All 4 stores will be getting visits from Howard and all partners will be receiving iPod Touches. He also hinted that there might be open forums in the regions that these stores are in where he will be the main person answering questions.

As an added bonus, Howard is giving the top 4 runner ups in each category, iPod Nanos for each partners in those store, but will not be able to visit those stores.

[Vicki Verona]

Oh and to save any second guessing, no that's not a type. I said 12,588%. Even Howard was laughing as he was saying it on the voicemail!

Store Managers and ASMs out there, I really think we all need to send those winning stores a letter of congrats and maybe even reaching out to find out what their strategy was and how they motivated their partners. Then we could end up applying it to our stores as yet another small step towards getting back to the core!

[Jason]

Boston Starbucks Rebel -

I too find it appalling that some stores are still using small pitchers, and many other standards that are communicated to Sm's through channels that they're supposed to read and share weekly never make it to the store partners. However, by posting it on here, you're cheapening the experience for partners in all the stores that the Sm's are readily preparing for this meeting and trying to really rally their partners and get this company back on track.

I think of this meeting less as a publicity stunt, and more as a "Let's get the Jim Donald funk off this company" meeting. Let's face it. under his leadership, the spirit of Starbucks, corporately, was killed. it still lives on in the hearts of many of the partners out here though.

I'm not exactly sure what you were trying to accomplish posting the facilitators guide online, but it broke my heart to see it happen. I know that sounds sappy to some people out there, but you wont get it if you dont currently, or never worked for Starbucks. There is so much passion in so many partners out there. Being a partner has truly changed my life. Finding small ways to brighten stranger's days is the greatest gift i've ever learned.

But, I digress. Please, Boston Starbucks Rebel. I know communication to the field partners is your passion, and making sure that information gets shared with everyone from the Baristas to Howard, but this company has enough image problems. Be part of the solution, not part of the problem.

[RainGrlBarista]

I am not feeling resentful or even the least bit worried about having to attend this 3hour retraining session next Tuesday evening.

It does NOT matter long ANY of US (SBUX baristas, shift supervisors, ASMs, SMs etc)has worked for SBUX. The purpose of our mandatory retraining IS TO bring back the "soul" of SBUX and for everybody KNOW what our drink standards WILL BE going forward into the future. Also we NEED to reevaluate the expectations of our customers needs & discuss ideas of how we CAN deliver that legendary service constantly!

I have worked with too many former and present SBUX partners WHO DO NOT (for some reason or another)follow the drink recipe standards, dairy & non dairy steaming and rotation standards, sanitation and cleanliness standards AND so much more!

I am NOT saying that I have not made my share of mistakes. Or that I always had the clear communication from my learning coaches & others BECAUSE that would BE a huge lie on my part. I am embracing this upcoming session with an open mind. Good luck to all across the country and beyond!

[jabanga]

"I think we should also have shirts that say, "I Survived Jim Donald.""

-boston starbucks rebel

what about those of us that didn't?

[Upod]

I found this to be an interesting story ( since both Starbucks and Klatch are mentioned )

http://blogs.orlandosentinel.com/business_tourism_aviation/2008/02/starbucks-vs-se.html

[UPod]

Let me try this again. You'll have to put the link back together.

http://blogs.orlandosentinel.com/
business_tourism_aviation/2008/02/
starbucks-vs-se.html

[luvalmond]

"I believe that Legendary Customer Service got trampled by speed of service,the push to understaff, bad hires,ridiculous promo beverages, and poor management. I do my best to be legendary every shift,but the task is difficult under these conditions.
I came to work for this company because I believed in it. After reading Pour Your Heart Into It, I knew this is where I belonged. Unfortunately, things got lost along the way, and my faith turned sour. (I think it was when I was turning a dumb sign at 11:30 one morning, after making a gross frappuccino!) I still love Starbucks and believe that if anyone can make things better it's Uncle Howie. Retraining makes sense to me, if anything it will separate the men from the boys so to speak. Once the standards are set and actually enforced, the non-compliant will be exposed and hopefully disposed of. If you have no passion, you don't care, and if you don't care, you don't belong here. Read the mission statement, be legendary,and use your green apron behaviors. Just Say Yes, dazzle that customer. Star Skills should never be an inconvenience or annoyance. People whether they are a partner or customer, should come first. The rest will come together after. I see a lot of rebuilding coming after March 19th's big announcement. The dark days at Starbucks are numbered."

Posted by: Beantownsbuxbitch

Ditto!!!

[RD]

Its not as offensive as the Dunkin Donuts ad's. Who cares what a competitor thinks. My partners and I already started adhering to the new material supposed to be taught at this class. There is a bunch of material to cover so its a little more than pushing a button.

[T.J.Ruth]

I am so glad that Starbucks is hosting the barista re-training session on Tuesday.

The quality of the coffee drinks from our local Starbucks in Southern New Jersey has "slipped" slightly this passed year, yet the place is always packed with customers. With the upgrade of the espresso machines and the re-training of all of it's baristas, Starbucks will soon re-claim it's status at the top of the coffee industry.

A few weeks ago, a new independent coffee shop (called Pratt's Hill of Beans) has moved into the local territory claiming they are so much better that Starbucks because they have a new expensive semi-automatic "Mirage" espresso machine. They are claiming that Starbuck's employees are like robots, and that Starbuck's automatic espresso machines produce coffee similar to the old vending machines in the train station.

They are also claiming that Starbucks stores don't have a "person in charge" to whom a customer can come to if they have a problem or concern. After reading all of the posts on this blog, I know that that certainly is not the case for most of the Starbucks stores.

However, after only a few short weeks, it appears that the new place (Pratt's Hill of Beans) hasn't properly trained their employees, and now many of the customers have realized that their espresso drinks are inconsistent and poorly made. They are returning to Starbucks in search of a good cup of coffee.

Independently owned coffee shops can "do as they please" without properly training the employees in basic coffee preparation and sanitation procedures. Starbucks has an intense training program and has set up very specific procedures to keep a consistent product and provide quality of service.

The general public will certainly appreciate the new effort especially when they can taste the difference. They will return to Starbucks for the "best espresso in town".

Starbucks has set the standard in the coffee industry, and now that the company is is taking the time to re-train all of it's employees, it is letting the public know that it means business. After all, as many of you have stated, they're going to lose a lot of revenue while the stores are closed on Tuesday.

The general public is confused as to what good espresso actually is. It is great that Starbucks is going to take the time on Feb. 26th to re-set the espresso standard for all of the Starbucks stores across the country. Now everyone will know what quality espresso drinks taste like. Starbucks isn't just going to re-educate their baristas next week....they are also going to re-educate the public. It was a brilliant idea, and I applaud everyone at Starbucks for making such an effort.

[No Name]

BSR,
Information is POWER! In my opinion you are empowering us and showing us that this will not be a cleaning session!
Again, Thank you!!!!

[Melody]

To Anon: Posted by: | Feb 20, 2008 9:00:34 PM

Since you're the plaintiff in this hypothetical about Starbucks' communications, the burden is on you at this time.

BSR (and my position) is the defense, and we will file a motion to dismiss and a motion for summary judgment after we see your briefing with supporting law.

I assume you'll file in federal court based upon diversity jurisdiction, but I might motion the court to move the case to King County Superior Court, where Starbucks is actually located.

I eagerly await your citation of legal authority. ;-)

This is so much fun.

** This is all hypothetical and does not represent any legal advice to any party **

Personal opinion: My opinion based upon what I know anyways is that BSR is fine to post such material here, and in any event, I would expect that a company like Starbucks would champion a spirit of transparency in their actions. The more information, the better.

I agree that Corporate would likely support the spirit of transparency. BSR doesn't seem to have ANY negative intent in sharing info that the company has already been shared with all the SMs.

[Melody]

Edit:

I would comment that if BSR were sharing information like the forumla of special Starbucks syrups or special secrets about blends of the coffees, the situation would be entirely different. And, as it would appear, when Starbucks wants to keep something a secret, they know how to do so.

[Melody]

Some people seem to be set on the idea that they want a Starbucks drink where there is some tamping going on ... Hence the intense discussion of Verismos and indy stores.

If you're in Seattle, and you really are craving a Starbucks beverage made with a La Marzocco machine, you can go visit the Starbucks store at pike place market (store #301) or the Starbucks store on the far east end of East Madison street (Store 3702).

Melody

[Vicki Verona]

Hey Melody,
Have you received your shareholder packet and invitation to the conference yet? I'm getting kind of worried considering its in 3 weeks. I have a plane ticket, a hotel reservation, but no ticket!!

[Melody]

No Vicki I haven't gotten it yet!

[Melissa]

Threatened by Starbucks??

I THINK NOT!

Visit one of Coffee Klatch's location just once, and you'll never go back to burnt coffee with airy foam. I personally enjoy full bodied coffee with rich creamy foam.
Starbuck should be scared...
Once and you'll never go back!

[JD]

Ummm, I use to work at Coffee Klatch in Rancho Cucamonga and they had the same push button machines that starbucks uses, there was no manual espresso extracting. They did tap their own shots though. Last time I was in there a few months ago this was still the case. Mike, the owner, is sleazy and use to take a share of the tips even though he was the owner and they did stick to health codes by cooking food at their house then bringing it in to sell.

[Jess]

Wow, people are going nuts about this! I guess I didn't realize how much 'gossip' it would create! I am an ASM for a Starbuck's and I have been with the company for about 2 years. I think what a lot of people are missing is the fact taht this "re-training" is taking place first and formost for our customers satisfaction! We strive to create the "third-place" for our customers as well as provide them with quality beverages and service.

There is a reason why people love SB so much, and it isn't becasue it is a 'symbol' or a 'known and popular brand'...we give them what they want! And not to mention, thier beverages are being made with some of the worlds finest coffee with that special hand craftedness by your barista.

THe company has gone through a lot. Our previous CEO took things way out of proportion, as many have noticed that we moved away from being jsut a coffee house. Now that HS is back in the game, he has taken actions as quickly as he could to bring SB back to our roots...COFFEE!!!

There really is an art to puring the perfect shot, and no, it doesn't take 3 hours to learn how to push a button. Someone has even already posted the outlined plan for the training session so if you look through it, there is a lot more! We also conduct our sessions with partner engagement, we want everyone involved, and to enjoy it. In order to make our customers happy, our team needs to be happy and havinf a good time.

It also allows us, as partners, to take a step back and spend time with our "family" to reconnect ourselves. Each and every store works as a team...ONE TEAM ONE PURPOSE...and we get it done!

Shultz is ready to bring SB back to its roots and keep our partners connected. This will allow us to give our customers what they want and how they want it.

OOOO...and not to mention....we DID change our standards! The esspresso machines have been recalibrated and rebuilt slightly to improve our already quality esspresso roast taste in our beverages.

To all of the partners....be sure to learn something on Tuesday! COnnect with your "family" and take pride in what you do! UNderstand why we are going through these changes, and if you don't just remember to...ASK FOR HELP! We ROCK!! Keep up the awesome job!!

To all of our customres....I hope that you can take a step back and realize how important this is for the company and the brand. We want to live up to our mission and values, we have found an area of opportunity and taking the advantage to develop and grow. We strive to improve consistantly for the betterment of our customers!! Why else would we be rated on of the best companies to work for?

I think the world can live for 3 hours w/o Starbucks to be able to enjoy the already quality beverages improved after 8:30!! It's ok, take a deep breath and let yourself know....every little thing is gonna be alright!!!!

JD,
Your post was PRICELESS!!!!! Thank you!!!!!
Coffee Crotch uses automatic machines!!!!!!!
The OWNER takes a part of the tips!!!!!!!!!!
Can you say class action law suit!!!!!!!!!!!

THANK YOU-you made my week!!!!!

[Scott]

This is not a PR stunt people! I work in one of the regional offices and having already been through this training with the RD and DMs, it is most definitely worth it! There are so many store managers giving mixed messages to their baristas that you can get the same drink made different ways at different stores.

All I have to say is that you'll get out of it what you put into it. If you hate Starbucks, you're not only wasting your time, but Starbucks (especially since they're paying you). The total cost for this training is to the tune of $11m, so this is a HUGE investment on our part to insure that each and every barista knows how to make a drink.

Please give it a chance. Howard's trying to change the game to take the company in a better direction. Don't slow us down.

[Alycia C]

Mr Perry's disrespect of the competition is very unprofessional and guarantees I will not buy his drinks and will choose one of the many competing coffee stores filling California's neighborhoods.

[Rox]

Maybe, folks will now discover how wonderful COFFEE BEAN&TEA LEAF is. DELICIOUS, no grease floating on top of drinks.

[Michael]

My Barista pushes all my buttons. Starbucks has never had so much viral attention. Everyone is talking about it and everyone will want to most likely see these "big" changes. It's genius actually.

[Alex]

I did my Espresso Excellence today...

It's pretty cool!

[politcal08]

Coffee Klatch we think your name sounds like an S.T.D. good luck with that

[Teresa Ruth]

I am so glad that Starbucks is hosting the barista re-training session today.

To quote a recent post:

The quality of the coffee drinks from our local Starbucks in Southern New Jersey has "slipped" slightly this passed year, yet the place is always bustling with customers. With the upgrade of the espresso machines and the re-training of all of it's baristas, Starbucks will soon re-claim it's status at the top of the coffee industry.

A few weeks ago, a new independent coffee shop (called Pratt's Hill of Beans) has moved into the local territory claiming they are so much better that Starbucks because they have a new expensive semi-automatic "Mirage" espresso machine. They are claiming that Starbuck's employees are like robots, and that Starbuck's automatic espresso machines produce coffee similar to the old vending machines in the train station.

They are also claiming that Starbucks stores don't have a "person in charge" to whom a customer can come to if they have a problem or concern. After reading all of the posts on this blog, I know that that certainly is not the case for most of the Starbucks stores.

However, after only a few short weeks, it appears that the new place (Pratt's Hill of Beans) hasn't properly trained their employees, and now many of the customers have realized that their espresso drinks are inconsistent and poorly made. They are returning to Starbucks in search of a good cup of coffee.

Independently owned coffee shops can "do as they please" without properly training the employees in basic coffee preparation and sanitation procedures. Starbucks has an intense training program and has set up very specific procedures to keep a consistent product and provide quality of service.

The general public will certainly appreciate the new effort especially when they can taste the difference. They will return to Starbucks for the "best espresso in town".

Starbucks has set the standard in the coffee industry, and now that the company is is taking the time to re-train all of it's employees, it is letting the public know that it means business. After all, as many of you have stated, they're going to lose a lot of revenue while the stores are closed on Tuesday.

The general public is confused as to what good espresso actually is. It is great that Starbucks is going to take the time on Feb. 26th to re-set the espresso standard for all of the Starbucks stores across the country. Now everyone will know what quality espresso drinks taste like. Starbucks isn't just going to re-educate their baristas next week....they are also going to re-educate the public. It was a brilliant idea, and I applaud everyone at Starbucks for making such an effort.

By the way, we hear that the independent coffee house in South Jersey, Pratts Hill of Beans, is going to stay open later tonight and they are going to post someone outside the local Starbucks with a sign saying Starbucks is closed but Pratt's is open. It makes us wonder... are they that desperate for customers?

[Chocolategril]

Everyone just needs to CHILL........your world is NOT coming to an end!!!!!!! You know you will be back because you're HOOKED!!!!!!!

[Ashlee]

the meeting was a HUGE success! It was not to "PUSH a BUTTON" it was more in making sure we are focused on our customers one on one. Making sure EVERY latte is made to perfection and done with a smile! If you seriously have to make fun of others for bettering themselfs...what does that say about YOU? maybe its you who needs the training..and thats why you only have TWO stores! keep up the good work!

About the Coffee Klatch sounding like an std, why don't you look up the meaning. Coffee is right in their name because they're serious about coffee. Starbucks, does that say anything about coffee to you? no.

and they do not use automatic machines. an automatic machine grinds AND tamps the coffee for you. the ck uses a seperate grinder and tamps the coffee by hand, the machine doesn't do it for them