Here's more on the "Perfect Frappuccino" that's being tested in Austin, Texas

With the made-to-order Frappuccinos -- currently being tested in Austin -- the customer chooses the milk; picks the coffee; and adjusts the sweetness. The "Perfect Frappuccino" test in Austin, Texas was brought up by an Austin barista in last weekend's open thread. Here's what that person wrote:

It's nice not to have to make prep, but making the fraps from scratch each time is getting a little wearisome , especially when you get one soy frapp with more coffee, two strawberry and creams, one with nonfat no whip, one regular, and a venti raspberry mocha frapp with no whip and chocolate drizzle.

(Read the MarketingSpot.com post and watch the video)

Comments

[Evan]

What an awful idea. Seriously. As if Fraps didn't take enough time already. I think we should just hand customers whips when they enter the door and then when we get slow behind the counter creating their drink they should hit us...

[P.R.I.D.E.]

I love this idea- it gets customers involved in the creation process, which is what Starbucks has been known for.

I suppose you can't please everyone, though- there are those who complain that there not here to push a button, but then when we offer customization, they're whining again that "its so hard"!

We are in the beverage business. We were built on customization. Let's stop thinking that starbucks is all about us, and start delivering on our promise to our customers. They deserve it.

[>>>>>>>]

I can't wait for this to launch nationally! This is something our customers have wanted for a long time...how many times do we get the request for a "non-fat caramel frappuccino" and find a disappointed customer when we tell them we can just do light with a 1/3 fewer calories. Hey, I might even become a frappuccino drinker now....

[Trent]

My feelings on this are the same as my feelings on Vivanno. Love the innovation. Love the intent. Hate the impact on us as partners as far as labor. I am insulted to learn from my SM that because Vivanno isnt considered a frappuccino, they aren't allowing the SM to forecast it as a blended unit in ALS, which means we aren't getting the extra labor to execute it. She did say we are getting some extra filler task time to peel bananas, but thats it.

[baristajoe]

Like the rollout of PPR, and the upcoming banana promotion, don't expect any extra labor on the floor for this. And expect one or two checklists and logs to be filled out as part of the process too.

[Ken]

Great, one more thing to make the wait a little longer? OK, if they are going to do this nationally, can they make an express lane for poor folks like me, that just want a cup of just plain black coffee? They have express lines in other fields, why not at coffee shops?

[Jay Ehret]

Thanks for posting the link to the blog.

The baristas did look a little weary as they were preparing my "Perfect Frap." But they said they were just trying to get used to the process and didn't mind making it.

I do like Ken's idea about having separate lines for the low-maintenance beverages.

[Name:]

It does seem just a bit daunting that the new frapps would have, at minimum, 5 different components to add to the blender (milk, coffee, thickening base, sweetner, ice) and that number could be much higher depending on how many additional syrups, artificial sweetner packets, etc. one could add to the mix. However, despite the potential problem, I do see this as a way to excite our customers and encourage them to come more often because of the potential number of ways they could customize their drink.

(I'm thinking out loud at this point.)And, certainly, this will slow us down at the beginning. We'll all probably feel like beginners again for a little while. Not to mention, if you screw something up, think about the extra time it will take to remake the drink. Worse yet, if you make the drink right and the customer a) doesn't like the taste of the drink and wants you to remake it with changes or worse b) "Did I tell you I wanted that nonfat? Sooorrrrry."

Despite all of this, I think this is very exciting and will, ultimately, be very good for business.

[Westcoast Barista]

Clicking the store link to subx.com, the Austin trial store is cafe only, which does nothing to test its practicality at DT stores. Like Ken said, I pity the poor folks sitting in an already long DT line, while some fool orders some customized "all-dressed" coffee frappuccino. Believe you me, I've made these sludge drinks before while double-barring on a hot Saturday afternoon, and it all other drinks back for the next couple hours. And after I made these monstrosities, the fool had the audacity to complain that the drink was too runny and how we should "know how to make these things better."

Unless proper ADEQUATE staffing levels can be maintained, I see no good that can come out of this new drink!

[Becky Carroll]

This will be interesting but could definitely make the lines longer! To the suggestion of a separate line, I had seen on the Starbucks "IdeaSite" someone reply that they would have trouble with a separate line (whether it be drip coffee or frapps) as customers get confused when they see more than one line...

Interesting times!

[PhillyBarista]

Customers in my store already get confused having a line to order and a line to pick up your drink. They walk in and go stand in the "pick up" line oblivious to the fact that everyone there is getting a drinking and leaving and no one is paying (maybe they think they found the special "free drink line"?)

Honestly this doesn't really bother me. Its just more customization. The Vivano thing bothers me. I thought we were getting back to the COFFEE. Please, explain to me how there's coffee in that smoothie thing? Revitalizing the fraps can definately work in our favor, adding new, non-coffee, labor intensive, crap drinks is NOT going to help benefit the company.

[emma heche]

test is not cafe only its at all of the stores. its a better product and easy to do. just the idea that it purs out of the pitcher so smoothly saves time on its own. customers also are not over-customizing this drink. i give it three thumbs up.

[SoCalRocks!]

Some of you really need to stop taking certain messages so completely literal. Yes, we are getting back to our core. Our core has always been providing high quality, great tasting beverages that are either coffee based, or are complimentary to our coffee offerings. Our core ALSO consists of a customer experience when you walk into our stores, with top notch staff who love what they do. I'd prefer we debate on how to improve the experience by improving our own attitudes about what we're here to do.

Nothing is different about the vivanno. It is a healthy offering (which follows our health and wellness platform) it provides fresh ingredients, and it is a supplement that will serve customers who may want something different.

This is our core. We will never just serve drip coffee, even though we are Starbucks Coffee. It doesn't make sense at all from a business perspective, evidenced by how our expansion can be directly related to our frappucino line introduced in the early '90s.

When Howard talked about the transformation, he specifically highlighted this as part of our transformation (ie health and wellness, and complementary offerings that were high quality and made sense from a brand perspective)

And if I have to say one more time that the "company" doesn't give us labor, our sales do, then I'm going to pull my hair out. Where are the business managers- do we have any left running our stores? We must teach our staff that they have a direct impact on our labor hours. If they're not contributing to sales, they're taking away hours. Labor has to be paid for, and by the sounds of a lot of disgruntled customers lately, we have some work to do.

Yes, the economy has taken a dive, so a lot of us have a staff size of 15-20 vs. the 35-40 I used to manage. Nobody highlights the fact that we're managing smaller teams now, and yet we seems to be MORE challenged in executing plans because of all of the whining. COME ON PEOPLE let's stop whining and let's start running a business! Take out the mirror and figure out how to do things differently!!

[Mike]

This is a great idea, but as noted above, it could lead to an even longer wait time if we're not willing to invest the labor to do it. The extra labor we were earning through the Pike Place initiative was recently taken away, the Vivanno (despite the overall time commitment) will earn us no extra labor, and I'm sure this will be one of many new initiatives that we'll be asked to do more in the same amount of time. And then we're the ones who look incompetent to our customers when we have a line to the door because we have a bare minimum of labor working the floor. But I suppose that's not a huge concern when you're wealthy and sit behind a big desk pulling strings all day long.

[Mike]

Socalrocks, I don't think it's a matter of SMs not understanding the business. Any bonehead manager knows that selling things like frappuccinos and whole bean earns you more labor. From one perspective, it earns you more labor because they are higher-priced products. The more money you earn, the higher your labor profit margin. So when I'm making my schedule and I'm shooting for a profit margin of 75% or higher, I have to pay attention to the business. If my average hourly labor per partner is $11 an hour, I know from a forecasting perspective I need to do roughly $132 (3 partners = $33 per hour in labor, which is 25% of $132) an hour in sales to afford to have three partners on the floor and keep my profit margin. However, Starbucks has and always will control our variance. So in determining how much we earn through variance, you have a bunch of corporate partners sitting around a table trying to figure out on average how long it takes a partner to actually make a frappuccino, or factoring in how long it takes the average partner to grind a pound of whole bean. It will always determine how much time it takes to complete filler tasks, as noted with the Pike Place initiative. This is where the frustration sets in. Starbucks set a standard and gave us more time for grinding the coffee, and now we had that taken away, but guess what? We're still grinding the coffee! So to your point, yes, it's important our partners understand the more money we make the more labor we can invest, but you don't have to be a rocket scientist to figure that out. But variance is where we really need the help, taking into consideration not only the process that takes place during the customer transaction, but also in-between (prep, stocking, cleaning, back-ups, etc.). It's these types of things that corporate tends to underestimate (or flat-out ignore) when it comes to setting our variance.

[Darleen]

Some of you really need to stop taking certain messages so completely literal. Yes, we are getting back to our core. Our core has always been providing high quality, great tasting beverages that are either coffee based, or are complimentary to our coffee offerings. Our core ALSO consists of a customer experience when you walk into our stores, with top notch staff who love what they do. I'd prefer we debate on how to improve the experience by improving our own attitudes about what we're here to do.

I'm sure you will get a lot of flack for this comment but let me say this, I am 150% in agreement with you on this part. We are in the coffee business yes, but that does not and should not stop us from offering new exciting maybe even healthier options to our customers. I dig your attitude and am sure that your store is hard core. Good for you, keep that passion!

[Zipy]

Express lines don't work, specially not in a sbux. Fact of the matter is people ignore/abuse/have no idea what the express line would even be.

You want a fast cup of good coffee? Buy a coffee machine and a pound of Sbux coffee. It'll cost less and last you longer. Save on the gas to go to Sbux too.

[liz]

I'm backing socalrocks and darleen on this one. Don't let the bastards get you down! Smile more, provider more customization, get more sales, and, of course, Provide Legendary Service. Those customers will come back, and we can justify adding more labor.

"Perfect Frappuccino"
FTW!

[SoCalRocks!]

Mike, you make the classic mistake of budgeting your staff to minimum earnings, rather than budgeting staff to hit a target sales goal.

You can staff 4 or 5 people on a shift, so long as they come through with the sales to meet or exceed your target goal. You'll hit your variance targets with no problem.

Or you can maintain minimum staffing levels so you get minimum earnings. You'll also hit variance targets, but at a huge opportunity cost. (AKA negative comps and not meeting plan=no bonus)

And we wonder why our customers and our partners are disgruntled? We have the ability to staff up, so long as the staff that you're hiring actually gives a damn about contributing to the store, satisfying every customer, and creating a fun work environment for each other. You'll meet or exceed variance target, but in a way that is a win-win for all, instead of a cost-cutting, squeezing, lose-lose environment for customers and partners.

This requires you to take mediated risk, but I've found that if I spend my time really investing in in hiring the right staff, this approach really can work.

Thanks to Darleen and Liz for the shoutouts- WE CAN create the change we want to see.

[truth]

We are getting back to our core....just as soon as we get rid of the PPR and all these fruit flies.

And then, we're gonna get back to our roots

Yep. This time for real.

[Tim]

All of us who are partners would back this program 100% IF:

WE KNEW WE WOULD HAVE ENOUGH PARTNERS ON THE FLOOR TO EXECUTE!

However, this is never the case!

[Name:]

If you can't picture the original Starbucks logo, go look it up. On it you will see "Starbucks" and "Coffee. Tea. Spices." So, as some of you like to contend, going back to our core/roots would not be going back to just coffee, it would also be about going back to tea and spices. Are we going back to just those three? Highly unlikely.

What "socalrocks" wrote is exactly what is going on in my head. Why are many people reading "going back to our core" as "go back to nothing but coffee?" That just doesn't make sense. It's like if Walmart stated they were going back to their core and then ripped out the grocery side of their stores. It just doesn't make sense. Common sense people, common sense.

[i deserve the best]

i know i want my frappuccino fast, customized and perfect. each time. i don't care if you think you're too busy to add my ingredients. i suggest you just do it without complaining and get it done. efficiently, too.

i want to be served quickly and have my order be exactly how i want it. if it's not perfect, then you all need to fix it. immediately.

just because you're understaffed doesn't mean my experience needs to go down the drain. i deserve the best treatment when i walk into your stores, and regardless if you think you're understaffed or not, i will still demand perfection. if i don't get it, i will complain and you will comp my drink.

that is that.

quit your whining and figure out how to serve your customers. you all dont have a hard job anyway. you just serve coffee to people. not that difficult. get a real job and then you can complain about being busy.

[arealworldbarista]

my realistic answer:

a great idea , but unrealistic unless it is backed up by more staff and frapp machines....a dedicated frapp line would work but look bad is sbux wants to be still not a fast food chain.....

[Rob]

This wouldn't be such a zinger if it wasn't for the comment a few years back that the reason earnings were tightening was because of the longer lines due to Frapps (this was the same call where they introduced the food).

So either they lied on the conference call or they didn't understand the business trend. Either way, it shows there is more messes behind the scenes than they let on.

On another note, I already customize my frapps. It's called, "add a shot" or "no water, extra chai" or "extra macha (or whatever the hell 'green tea' is").

[Rob]

This wouldn't be such a zinger if it wasn't for the comment a few years back that the reason earnings were tightening was because of the longer lines due to Frapps (this was the same call where they introduced the food).

So either they lied on the conference call or they didn't understand the business trend. Either way, it shows there is more messes behind the scenes than they let on.

On another note, I already customize my frapps. It's called, "add a shot" or "no water, extra chai" or "extra macha (or whatever the hell 'green tea' is").

[Laura]

I think the perfect frapp idea is awful. Most customers don't know what they want to begin with. When faced with so many options and new drinks added to the menu Baristas will just wind up getting stuck remaking drinks all day or spending 20 minutes trying to explain the differences. Not to mention we're out of counter space and patience with all the new rules!

[Jj]

I am a starbucks partner, and I LOVE this idea. I love fraps, but can't drink milk.... so this is a way I can make a soy frap. Right now when I just crave it I either need to make a STCF with soy, or put vanilla powder in soy milk to approximate the consistency. I think the other people are blowing it out of the water. Starbucks will give us more labor, and really, I think it'll bring some fun to the cold bar. The reason I like hot bar is because of all the add ins, not just pour, ice, syrup blend... pour ice syrup blend... pour ice syrup blend... it'll just be like making an iced latte, that you happen to throw in the blender. No big deal!

What is the thickener like? Is it vegan? Is the coffee the powder, or shots?

[wholahay]

yay....this is gonna be GREAT for Speed of service....just scrap the fraps altogether...

[Yuck]

Give me a BREAK!!!!!!!!!! Customers are screaming for more coffee options again and are begging for speed of service and focus on the basics and we go making custom fraps...

Fraps are the bane of my Starbucks existence!!!!!

[Kari]

"quit your whining and figure out how to serve your customers. you all dont have a hard job anyway. you just serve coffee to people. not that difficult. get a real job and then you can complain about being busy"

Okay, I DESERVE THE BEST...I formally invite you to spend 8 hours a barista in my store and than you can tell me that I don't have a real job. Who are you to judge? Clearly, as shown by your grammar skills, you must have a high-paying "real" job.

And don't even get me started on my job as not being "hard"! Really? My job is made more difficult by people like you who make unsubstantiated claims about my job and what type of person I must be for not having a real, hard or busy job. Go drink a Frappuccino and get over yourself!

[AliCat]

ALS doesn't seem to account for the part of town you're in, holidays, or weather. If you're in a major city and it's going to be unseasonably hot on a Thursday of a holiday weekend, we may have the average staff for a normal Thursday, but it's NOT a normal Thursday. There will be more people out, a heck of a lot of tourists, more frappuccinos, etc... and a bunch of baristas just trying to get by with the bare minimum on the floor.

It's great. Fun story: Our opening shift worked a 12+ hour day today - she opened at 4:45 am and didn't leave until 5:30 pm, didn't get a lunch at all (because we were so busy and under what we needed as far as labor goes)... aaand here's the kicker: my manager was sitting in the back all day and did not come out to help the floor.

What the heck? This is not the first time something like this has happened... it's really not fair. I feel, as the closing shift, that I had the best part of the day - stress wise. What are we suppose to do as baristas when we're at our bare minimum for labor and wits end as far as sanity goes, and what are we suppose to do as shifts who need to give breaks and there aren't enough people to cover others? When are we suppose to do the deposit when we barely have enough people to run the floor - including the shift?

I'm getting really tired of all of this. I know corporate is breathing down the neck of my SM and for my SM to sit around in the back, at one point verbally recognizing that we were super busy, and not do anything to help is inexcusable.

I'm so hesitant about these new drinks and 'have it your way' frapps... working for this company is no longer fun... we no longer have smooth days, everyone is always stressed out, shifts NEVER get their breaks and the baristas often miss at least one of theirs. Walking into work is so depressing, knowing that every day is going to be the same. The customer's think we're idiots when we're so stretched for labor we cannot move the line/make the drinks at the speed we need to be moving it.

I'm beyond frustrated. Partner moral is as low as it's ever been at my store. Now is not the time to be shoving more crap down our throats.

P.S. I work in a high volume store in the middle of tourist land in a big city - I don't know if smaller stores are having these issues or not.

[Kat]

Ok, first, even as a customer, I find "I deserve the best' comments rather appalling. Yes, I want my drink perfect and quick service too, and it's even better if the people serving me are cheerful and friendly. But that kind of self righteous, bossy attitude the other poster made only results in resentment from others. The way I see it, it's a two way street. I treat the employees with respect and consideration, and the employees try and get my order right and in a timely manner.

Working in a coffee shop may not require the same amount of skill as say, designing skyscrapers or being in charge of multi million dollar projects, but it's still hard work. It's not 'just pouring a cup of coffee'. Aside from knowing what you are doing, it can be physically tiring being on your feet all day. Anyone that has worked retail for any amount of time can tell you, it may not be overly intellectual, but it's still a lot of work. I really hate it when people act like people in retail are their personal servants or somehow beneath them.

Ok, as for the perfect frappuccino, nice concept, a lot of customers will love this but only if stores are allowed enough employees to keep lines and waiting time from being too long. That can be very frustrating to other customers. I do like the idea of creating a seperate line for 'just coffee' but knowing how easily confused people can get, it could prove pointless. And you'd still need the extra employee to handle that then. One shop around here has coffee urns (about six flavors) and cups out, and a change box so you can pour your own cup and drop payment in the box, which is nice as it gets you in and out in a hurry but you are operating on the honor system there and I know there are plenty, plenty of people out there that would take advantage of that.

[jabanga]

my two cents. as the years pass since i left the company it is really enjoyable to me that my two cents has dwindling relevance. but here we go: socalrocks take a chill pill. you are being somewhat unfair. the idea that you can just be optimistic and run a good store and the labor will come and variance problems will vanish is not realistic, especially as service channels become more complex and initiatives continue to be rolled out without corresponding add-ons for labor. as a customer, i would prefer the idea of a made from scratch coffe shake but let's face it: when you grow to the size of a starbucks and there is so much emphasis on speed of service and maximizing sales you have to be concerned with efficiency too, and getting all bogged down on the blenders is extremely inefficient. i know i'll probably get blasted by some for saying this but back when i became a partner there were only three or four frappuccino recipes and because of that we were able to blow through them a million times faster than after it expanded to 40 million different flavors and bases because we didn't wind up having to make them one drink one blender at a time. sure, frappuccinos are a huge sales driver, especially in the summer, but you have to balance things and be efficient and if you service is getting all bogged down in one service channel its going to effect the entire store experience. its also not something you can just throw labor at because you only have a fixed number of blenders and space to work with. so, try to accept the concerns of partners who have doubts about the efficiency of this system as more than just whining but rather legitimate concerns about the efficiency of a system like this in a company so large.

[STUCKINTHEDRIVETHRU...NO LONGER!!!]

WESTCOAST BARISTA:

The site is wrong... I'm a cafe store partner, but I've covered shifts at 2 different drive-thru stores in the past week and you'd better believe that they the new frappuccino prep. Imagine doing the new prep for 8 hours on cold bar in one of the busiest stores in the state.

[WIbarista]

I think its a terrible idea. Most customers just stare blankly at the menu, get confused by choices, and end up ordering the completely wrong drink anyways, despite any barista's attempts to clarify.

Adding more options would just bewilder people. Adding an express line would just bewilder people. As someone said before, many people don't even get the concept of Order here/Pick up lines.

Not only that, as someone also stated before, you're going to get the customers that only halfway order their drinks, and then you hand it to them and they go "Oh, this was supposed to be nonfat, with extra coffee, and caramel. Sorry." all because they were too busy talking on their cell phone.

Sorry, I'm a little jaded here.

[austinanon]

I work in the Austin market and we were all really nervous when the new Frappuccinos rolled out. However, now that we've got it down, it doesn't take any longer than it used to in order to make a "fresh for you" Frappuccino. They pour much easier than the old style so the extra time it takes to add ingredients is balanced out by that. They also have a much fresher flavor (no high fructose corn syrup) and a better "mouthfeel" to use a Howard Schulz term.

[Darleen]

Webmaster,
I'm just a bit curious about "I deserve the best" sounds an awful lot like Espressoblend, do they have the same ISP? Seems to me the customers calling the baristas "entitled" are somewhat entitled themselves. Pot meet Kettle, don't you think? Can you let me know if they are one and the same? Thanks...

[phillyBarista]

if we are just gonna pedal any ol' thing that's healthy we should drop the "coffee" in starbucks coffee. Do like Apple did when they realized the iPod was their savior and dropped the "computer" from their name. I propose we no go only by the name Starbucks! Down with coffee up with soy protein and power/energy drinks!!

[STARBUCKS GOSSIP webmaster]

"I DESERVE THE BEST" has only posted one message under his/her IP. He/she is just another obnoxious customer -- the type I hate, and might just ban if I'm in a bad mood.

[Redd]

You don't need an express lane if you're getting regular coffee...at least in my store...there could be 8 Frappuccinos in front of you and a line of 6 people behind you. If you order a black coffee, I immediately turn around, dispense it, and give it to you.

This whole customizing thing does seem a little daunting. Business in our area (as I am sure it is in many other places) is slow. For all businesses. We are rarely busy, and therefore usually only have 3 baristas on the floor...maybe 4...so when we get a rush out of the blue, it can be overwhelming...I can only imagine how hard it will be getting used to these new additions. Not that I'm complaining (too much), b/c I definitely think it will increase sales.

Here is a question: We were part of a test market where we stopped automatically putting whipped cream on certain drinks and would ask each customer who ordered drinks that usually came with whip (Frappuccinos, White Mochas, etc.) if they wanted it or not. That eventually led to us not asking anymore and just not putting it on there. Some customers seem shocked when they get their DCCF without the familiar whip and ask us to please take it back and put it on...while others hardly blink an eye. We found that most people don't even care for the whip. (and now for the ACTUAL question) Anyone else do this test? Or what are your whip rules?

[Original Versimo Monkey]

Wow Redd,my rules are called the beverage resource manual.but I know what you mean... the way I read it nonfat mocha gets wc unless otherwise specified, but I have partners who would fight to the death (o.k. only til blue in the face) that all nonfat drinks are already specified no wc... whatever, I make drinks to standard, best of my ability & I tell every nonfat drinker " in a strange twist of fate, the recipe card for your nonfat mocha specifies a cloud of whipped cream...You want whipped cream on your nonfat mocha?" It's about 50/50 the ones who don't want it/those who do...

[Redd]

I thought about the whole BRM, too, but we were told to do this by the Big Starbucks God in the Sky. I guess it's a little hard to update recipe cards every time they do a test/change.

[Bubka Penis]

Alycat- You said you work in a high volume store in a tourist area? Do you work in Orlando or something? Why does your SM sit in the back when they have a S/S working 12 hours?

[Bubka Penis]

Alycat- You said you work in a high volume store in a tourist area? Do you work in Orlando or something? Why does your SM sit in the back when they have a S/S working 12 hours?

[AliCat]

Bubka - I work in downtown Chicago - and I have no idea why my manager does what they do. It's crap if you ask me.

[Rob]

Darleen/SGW: So if your mood indicates, you edit the conversation? Funny how open conversation gets re-defined even by those who are out "championing" it. What was the saying from kindergarten, "sticks and stones..."?

[Blindsided]

JJ, I'm an Austin partner (incidently the partner quoted on this topic, woo!) Here's the skinny

The thickener is a sweetener like, it's kinda like runny molasses. Can't say if it's vegan or not, but I do no it does not contain high fructose corn syrup. The coffee we're using for the base is called Frappuccino roast, and it's a powder, not unlike the powder used in the original Fraps, it's a powder, we mix it with water, and then pump that out.

So, I've been working a bit more, and it's getting easier to fit the frappuccino's together as we get more proficient. Some customers like it, some really don't, and more than a few go "Oh? really? I don't care, just make it however"

So, we'll just have to see how things progress.

[FarFlung]

Just a question - does the custom bleaned frappucinno mean no more throwing out a jug of light base every day? I have like 3 customers who order light base so I have to make it but I throw most of it out

[FarFlung]

Oh and on the whipped cream thing. We ask every single time for every drink. Because the one time we forget the person won't want cream and will tantrum at the hand off plain! But this is in a non-US market where whipped cream on drinks at other stores is not the norm. A lot of a our regulars will specify no whip but non-regulars you just have to check