OPEN THREAD conversation-starter: High-five to the Starbucks workers who helped hide a woman from kidnappers!

Employees at a Cambridge, Mass. Starbucks hid the 24-year-old woman behind a counter when one of the kidnappers came into the store looking for her, according to this story. Discuss this or anything else Starbucks-related in the weekend open thread.

Comments

[BOSTON STARBUCKS REBEL]

I hide in my store from my SM and DM.

[Ken]

that is a pretty cool story.

[Sheik]

" I hide in my store from my SM and DM. "

HA HA HA HA !!

Friggin hilarious!!!

[wow]

What a really sad story! Has anyone checked into this any further. She sounds like an awful person. "I am a partner in the Southeast Region and have been discriminated against by Kara Davis. I've reported it to many HR reps in the area including Jacquie Reid, but with no end result. Kara Davis actually fired me because I'm gay. She planned my firing ahead of time and shared her sick plan filled with her personal discriminatory actions with countless partners in the company prior to firing me. Documentation doesn't seem to mean anything to Starbucks though because many partners have come forward with statements, but Starbucks refuses to address the problem. I was even told by HR that Kara Davis may just need some coaching and that there wasn't any reason to be concerned. It's obvious that Jacquie Reid is helping to cover up the problem instead of getting to the truth. No action has been taken against Kara and she is still tormenting the partners in her district. Will anyone protect us?"

[Melody]

I just noticed that starbucks.com has been updated with a recent "message from Howard" coinciding with the end of this fiscal year. I just saw it, and I'm still reading it. Have we talked about this yet?

http://www.starbucks.com/aboutus/pressdesc.asp?id=900

I like what he says about having "fewer, better stores"

(I think I posted that before in the wrong open thread!)

[StLouieDrip]

From Melody's starbucks link...
http://www.starbucks.com/aboutus/pressdesc.asp?id=900

Strengthen the Core: In FY08, we re-focused on serving perfect beverages every time with everything from Espresso Excellence training to the reinvention of brewed coffee, getting back to grinding coffee in the stores and shortening hold times. We introduced new coffees with more in the works. And, we responded to customers by offering an improved breakfast sandwich and new savory breakfast selections which launch in many markets next week. In FY09, we must continue to celebrate our coffee core -- with a renewed sense of authenticity and authority.

[bold emphasis is theirs, not mine ;-)]

That whole paragraph just strikes me as more BS spin. So much non-coffee stuff has been dribbling out of sbux that "partners" even began rationalizing it by posting that "back to the core" didn't necessarily mean coffee. But here is Howard stressing again that the core of sbux is indeed coffee.

And "new coffees with more in the works" is also something I'm not seeing, in fact, the exact opposite. Or is STL just too far away from the "coffee core" celebration?

[Melody]

StLouieDrip, I think the core of the brand is coffee. However, right now it seems a bit fractured. I would just have to say that there is more coffee enthusiasm in those places with Clovers than those without ... at least that's what I'm guessing.

I know that a sample of one means nothing, but about a week ago I was talking to a barista who had relocated to Seattle from either North or South Dakota. He'd been with Starbucks over a year, but was brand new to Seattle. He did comment that now that he was in Seattle he noticed that he was suddenly expected to know a lot more about coffee than ever before. Now he was fielding coffee questions from customers, and there was a much greater in store expectation that you're going to learn about coffee. Previously, his experience had been steamed milk and sugar beverages without a whole lot of coffee excitement going on. And he's not even in a store with a Clover.

[Will]

I didn't know we ever stopped grinding coffee in the stores. Iced coffee is still preground. Did anyone ever actually STOP grinding coffee in the store, or is Howard full of it?

[waltie]

We used to get packs of coffee in the oder that were preground and premeasured for full batches. Those were discontinued. I believe that's what Howard was talking about.

[StLouieDrip]

Melody, how many "partners" have also asked "whatever happened to getting back to the core?" I'm not the only one isn't getting Howard's messages, and there's still a vastly huge disconnect in large parts of this company. IMO all sbux baristas should be expected to know about coffee, not just the ones in Seattle. Extensive coffee knowledge used to be part of the routine training for everyone who was hired on, but not anymore.

I also read your last post on your thread where you mentioned that sbux is doing the best coffee in years. But I also remember another very recent post where you were frustrated when a barista balked at brewing an urn of bold. And this happened in Seattle! In every sbux in this country we all used to breeze in and get a cup of bold within seconds, but not anymore. Many customers have simply given up asking for bold, and have moved on to the indies.

You've been treated to a personal tour, plied with the finest select gourmet coffees, (and seemingly charmed into seeing sbux through a favorable lens). But how will you feel when you can't get bold because the barista isn't in the mood? Somehow I don't feel encouraged when even the customers in the coffee capital (Seattle) have to beg for bold in the afternoon.

[Melody]

You're right on the money - a very schizophrenic Starbucks experience! It is completely frustrating to have to beg for bold coffee to be brewed!!

I do expect that it's even more frustrating for partners in places far away from Seattle where there may be some SM or DM breathing down their necks asking them how many Vivannos they're selling ... (don't know if that happens but I imagine that something like that happens) and minutes later SM are expected to change the entire store around for yet another new beverage!

It's all very schizophrenic.

I do genuinely believe that Starbucks is producing some of their very finest coffees ever. The Clover small-batch coffees give them a chance to produce coffees that really have a limited supply of beans and can't be massed produced for 14,000 stores.

But, yes, there needs to be more enthusiasm about coffee - somehow - stepped up everywhere in the company. If you're in South Dakota or St. Louis, coffee should still be the cornerstone of the company, if that's what you (Starbucks) say it is. What we don't know is if some of that will come at Leadership soon ...

Sigh. Despite the great things Starbucks IS doing, I guess, as I re-read your post, it reminds me that I cannot give up on my "bring back bold" fight. I think I've become apathetic at times.

StLouie my friend - I always enjoy talking to you!

[P-Lynn]

I am a partner from a store that is closing. We were informed last minute where we were getting transferred to, with no or little say in the matter. The worst part is that our district recently had a hiring fair and is way overstaffed. Placing us seems like an afterthought, because the DM and SM gave so little thought and notice as to where we would move on to. We all got placement, but we're getting squeezed in stores where we aren't scheduled at all or only have 1 shift. Is there anyone else from a store that closed or is closing that feels completely let down by Starbucks? I thought they would have thought ahead about placing existing partners before hiring newbies. And having no hours for the foreseeable future sucks. Did anyone else have this experience?

[asmgirl]

I've recently left Starbucks due to many reasons, and I've seen posts from others who have recently left. I'm curious: why did you leave, how do you feel about the Bux now, and what are you doing now?

[artistinneed]

I am so sorry to bother you guys with this and get in the middle of your conversation, but I would hope that you might have a second to answer a question I need the answer to.

I love the store designs for the most part, I have seen some great ones, and then there are the others not so great. But, it's killing me I just can't find any information on the company or the artist who has made the packaging or the wall decor. I go to starbucks to look at the art more than I do the coffee (on a limited budget), and I just have to know who/what has made all of it. Please if you have a second, and know anything about it share with me.

[Darleen]

I've recently left Starbucks due to many reasons, and I've seen posts from others who have recently left. I'm curious: why did you leave, how do you feel about the Bux now, and what are you doing now?

ASMGIRL,
I left bux two months ago and have been going through a wide range of emotions. I was having doubts about what I should've done, should be doing, will be doing. So I recently sat down and wrote Howard a letter. I purged everything that I had held in for so long and it felt good to finally let those feelings come to the surface. You see, some of you may not know this but Howard has stepped in for me on occasion and helped me, you've all seen the story about his wonderful reaction to my shift supervisor that sadly lost her baby. So, I thought why not tell Howard once again what is going on, so I did. The same day I got an email from Chet K. wanting to connect with me. We will be speaking on monday. For every one thing I can say negatively about sbux, there is not one thing I can say negatively about Howard. The two times that i have really needed him, he has been there for me personally. In a company the size of sbux, how many can say that? It takes many to run a company, just as it takes many to ruin a company. Not that I think sbux is ruined, just in need of repair. But for all of you partners, here and gone, Howard still does pour his heart into it everyday. I was asked in my hopefully LAST interview for my GM position if there were someone who I could interview who it would be and why. I chose Howard. I still read Pour Your Heart Into It. I still believe his heart is bound to this company and still believe he is trying to do everything he can to save Starbucks. I am still a cheerleader, just a bit further from the playing field.

[Torontodude]

Sign of the times, FWIW.

I was eating my now-usual spinach and feta wrap yesterday.
An elderly -- but very polite -- Indian man looked over from his table. His eyes were just about popping out of his head.

"Excuse me", he blurted "did you buy that HERE?"

I said I had. He seemed amazed and delighted. "It's what we call at home a roti", he said.

I offered him a taste, but he declined. But he said he'd come back the next day with freinds and they'd all order the roti.

I felt like I'd done my good deed for the day.

And here the Wikipedia article on rotihttp://en.wikipedia.org/wiki/Roti

[Wholahay]

hey guys. I'm no Vicky Verona, so I wont spill the beans (literally). But I've seen the Fall Phase 2 & Holiday workbooks and there ARE some new exciting blends coming out in Q1! Stay tuned!

[CD]

Wholahay or anyone who knows:

Did Vicky Verona get the ax? I know she's been on maternity leave, but is she still with SBUX?

[ICLover]

I understand what you mean about the schizophrenic feeling. I wonder, as I look at our typical customers, whether it in part reflect who our customers are these days.
Of our regulars (a.m. shift, mind you), I'd say about 1/3 seem really interested in coffee per se--they get excited about Anniversary/Gazebo/seasonal blend(s), ask about our personal favorites, have their own faves, etc. I would also include some who are very specific about their cappucinos/espresso-only drinks.

But really the other 2/3s are into espresso-based or chai beverages (or those dreaded frappucinos) and more into the flavor of not so much the coffee but the added flavors/syrups. Don't get me wrong, some can get very excited when pumpkin spice is back, when they try a new bar drink. But they are not, at heart, coffee fanatics. And I'm not just talking about teens or college-age consumers here.

Perhaps some of the longer-term Sbuxers or former Sbuxers (waving to Darleen--go girl!) can tell us whether/how much this has changed. I'm curious. I sense this is not specific to any shift hours or regional factors but more about how Sbux's customer base has changed.

[Darleen]

*waves at ICLover*,
I don't know about other stores, but the biggest seller in my stores were always CM xxcaramel, WM,CRF, etc. Always the sweet stuff, we had our morning brew folks, but it was always the sweeter the better to most of our customers.

[spence]

I can't believe it but it's finally happened. 3 days in a row!!!!! Oatmeal is our biggest pastry case seller. Oatmeal!!! It's bigger than donuts. It shames the Iced Lemon pound cake.
Oatmeal is # 1. And the truly wierd part. We are in Georgia. Hello. The temperature has barely dipped below 80 degrees.

[waltie]

"I thought they would have thought ahead about placing existing partners before hiring newbies."

It's a tough situation for everybody involved. A while ago, when the store closures were first announced and began to take effect, we had a hiring freeze at all stores. I understood the intention and agreed that current partners should be moved before new partners were brought in, but, in practice, it simply didn't work.

If a store needs new partners, that store needs new partners. It doesn't make sense to wait to see if a store is going to close next month and if some of those partners will transfer. So, the hiring freeze was abandoned because, frankly, it just didn't work.

So, yes, I'd love to give preference to a current partner, but only if that partner is available when I need him or her. If not, I'm going to be forced to hire externally. It's sad, but true.

[Jim Lane]

Whoever it was in the corporation that thought there was no market for bold coffee in the afternoon and evening had their head up the proverbial dark place where the sun doesn't shine. The local independents love you for it.

Some of the local siren's shops ask if I would like to have some brewed and I usually do not have the time to stick around, but then again, I have said "yes, thank you very much," on more than a few occasions.

Hmmm, maybe the presspot with . . .

jim

[Nintendo]

ATT wifi rollout extravaganza is this tues (9/30).

how do you get it working on a Nintendo DS? (i have the Opera browser, and memory cartridge.)

[Ex Bux Pgh]

Darleen, it must be nice to actually get the attention of others higher up in the company. When I left, I also sent an email to Howard, and sent a copy to our regional HR rep. The original got forwarded down the chain to the same HR person I copied on the letter, and she was the only one to respond. Of course, it could be because I was fired, rather than leaving willingly...

Either way, it lifted the green veil I was wearing and showed the true colors of this company. As in many companies, it's not about what you know or how you do your job, it's about who is in bed with whom, both literally and figuratively. Respect and Dignity are empty words. Political games and cronyism reign supreme. I could draw a family tree here to diagram why I was railroaded; how it went from incompetent barista, to the store manager he dated back when they were in high school, to the district manager who had her baby on the same day and in the same hospital as the store manager, to the RDO who has a long history with said DM, to the extent that when the RDO came to sbux as a DM, she brought my former DM with her to the company to run one of her stores. Long relationships run deep. Which goes a good way toward explaining how I went from consistent CE reviews and a spotless disciplinary record to many writeups, performance improvement plan and finally termination in under six months.

Howard and the rest don't really care about anything but their pocketbooks and their personal reputations. And now they'll all get together in New Orleans next month and pat themselves on the back and congratulate themselves for being such wonderful survivors. But hey, it does appear I'll be landing on my feet finally after three months of searching, so maybe I can finally move on, sadder but wiser for it.

[BOSTON STARBUCKS REBEL]

What you describe above sounds like a terrorist organization with relationships running deep.

[Darleen]

Howard and the rest don't really care about anything but their pocketbooks and their personal reputations. And now they'll all get together in New Orleans next month and pat themselves on the back and congratulate themselves for being such wonderful survivors

Believe me, I can understand why you would feel that way. I'm so sorry you feel like you are lost, I've been there, still do so I can totally "get it". But have you looked at the financial pages of any newspapers? Lehman's, JP Morgan, WAMU, so so so many businesses closing. One car dealership here just closed it's doors not telling any of the 100's of employees. They just show up for work and have none. The markets in Asia, Europe and the US are taking a bashing. People losing their homes banks going under. We are really in some scarey ass times. Unemployment here is at it's all time high since 9/11/01.I just read Disney is closing their Downtown Disney Clubs. Everyone is hurting. I've been out of work for what, 2 months now? Retails being hit hard. Do you honestly think Howard said, "let's close 600+ stores just for the hell of it? Let's lay off 100's of SSC folks just for shits and giggles? I know this is hard to swallow, I'm right there with YOU, it SUCKS!. However, all that aside if Howard did not care about his company or his partners, he would sell and take his money and move on. The man must put in 100 hours a week working on saving what is left of the company he loved/loves.Believe me, I have my days where I'd love to walk in to corp. and give them an earful, the loss of employment to so many families, the uncertainty that follows. Yet, I'm sure he feels that weight. Do you honestly think the man has no SOUL? Look at pictures of Howard two/three years ago, now look at him today. This has taken it's toll on him. Maybe I'm just an old softie, I don't want to hate anyone, or hold on to hurtful feelings. If my feelings toward Howard offend any of the fallen ones (such as myself) than I apologize. I do not want to pour salt on your open wounds, or come off as insensitive, I feel it believe me. If I could I'd reach through my screen and give ALL of you a big hug.

[BOSTON STARBUCKS REBEL]

I wonder if Starbucks gave this woman a free drink after being held against her will. After all we get a free beverage for working at Starbucks.

Succisa virescit: Pruned, it grows again. That comes from St. Bemedict and could indicate the attitude we need to look at with Starbucks. The future of the company comes with smart business moves. One of them will be removing the excess. Such as pointless positions, underperforming stores, and just plain unplatable products that do not enhance the Starbucks Experience.
Once, we have rid ourselves of what we do not need, we will flourish. As some has said, innovation is at the heart of Starbucks success. Back in the beginning, Starbucks sold coffee and people enjoyed coffee from Starbucks because it was pioneering. Starbucks over time seems to have become to reactionary when in fact being part of the vanguard is what we are good at executing. Chantico flopped because not everyone likes chocolate and understood it's uniqueness at Starbucks. I'm sure Uncle Howie keeps a chantico steaming pitcher on his desk.
Finally, we all need to look beyond ourselves and see what we can do. Maybe, with some effort we can do more with less. In the end, it matters how much PASSION we put into what we do.

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE

[Darleen]

Beautiful, well thought out post Boston Starbucks Rebel. You know you've always been one of my favs on here, love your sarcasm and witty remarks, but when it all comes down you step right up, don't you? Here's an online "Be Involved" green apron card!

[Melody-response to Ex Bux Pgh & the darleen/BSR Howard Schultz Conversation]

Darleen & Boston Starbucks Rebel, those are beautiful posts from both of you.

Ex Bux Pgh, you can overlook this post easily. I'm not a partner. Never have been and for sure never will be.

My information comes from spending a lot of time in stores, talking to baristas and SMs, and having shook Howard's hand like half a dozen times, and having had 3 opportunities this year to hear him speak live - public speaking. I know that sounds weird but you can tell a lot about a person in moments of eye-contact, and smiles, and expression.

It sounds to me (assuming that all you write is true) like you've suffered and been a victim of corporate politics.

And ultimately Howard IS responsible for more than 100,000 partners underneath him. But he is stretched so thin, and he is not there, where you are, when those noxious conversations and actions are going on between an RDO and a DM or whoever those players are.

Howard has spoken over and over again about the "humanity" of the company. I believe that strongly - that he still believes in building a different kind of company where everyone is in the journey together and that the elevated Starbucks experience derives from honorable and generous conduct between partner to partner. High esteem is earned in your day to day words and actions.

I suspect that if he knew of what you're saying, and of course what you're saying pans out as totally true, he would feel nauseous. Nauseous and disgusted.

It is not the right extrapolation of what happened to you to assume that your experiences, and the unfortunate events that lead to your termination are somehow an embodiment of Howard's personal beliefs.

Of course he is concerned about his pocketbook. He has a huge stake in Starbucks!

In every company there are some good apples and there are some bad apples. It's just the way it is. I am genuinely sorry that you were terminated (it sounds like you had given a lot of yourself to Starbucks) and that you didn't get the response from the email you wanted.

Those people who are the undermining part of Starbucks - those who don't understand what the company stands for and don't act in accordance with that - are a bit like the apples with a worm in them, but you might take few bites before it becomes obvious! It might not be this time that there is a consequence for their horrendous actions towards you, but it will eventually come back to bite them. If your RDO or DM does not fully embrace the culture of Starbucks, it might take a while before they're exposed as such. I'm sorry. If the adversary is the people within a company, that's a slow thing to repair and renew.

But it's an unfair extrapolation to take your events and impute them to Howard's character.

It sounds like you're in a happier place 3 months later - Excellent! Good luck in your new career, whatever it may be!

[ICLover]

Thanks, Darleen and Boston Starbucks Rebel, for your thoughtful comments. I do wish the company seemed more grounded/centered now but perhaps it is symptomatic of our world right now.

We have ways of getting some folks back into coffee--I saw a Border's that had instituted a Saturday afternoon coffee tasting and mentioned the idea to my SM. I've worked for a lot of small companies (20-200 employees) and seen that their biggest challenge--and one that often broken them and their employees' morale--was not maintaining that enthusiasm and spirit that drove their beginnings. Perhaps in part that is what's happening with Sbux, albeit on a much larger scale. That and an changing customer base.

Will we ever be the indie coffee place with the funky, unique coffee batches? Perhaps not, but we can strive to give customers something beyond being their tried-and-true Third Place. One thing we also can provide, regardless of beverage, is consistency. I know folks who lived in NYC and while they loved the cool atmosphere of their down-the-block latte place, usually bypassed it and went to Sbux--because they knew their chai would be made the same each time. Just my thoughts...

[One Foot Out the Door]

Boston Rebel and Darlene:

Awesome posts today! I am glad to see that this weekend there is more creative conversation that is on here and not the typical crap and bitching that everyone always posts.

My all time favorite DM once told me: "The heart of the company is good. This company is a genuinely good one, unfortunately it's made up of Partners....partners who are all human"

I think that goes to say it all: It depends on who you work for and with. I was an all star in my district who went from part time barista to SM in less than 18 months. The DM I worked under for those 18 months was the best I had ever worked for in any job. And unfortunately when I was moved I went from the best to the worst. It's the human connection that matters when playing these dumb corporate political games.

It saddens me that I am interviewing this week for jobs that may not be the best for me, but that are better than my current situation at SBUX. It's sickening that when someone wants to, they can turn the screws on and make a person miserable. I know that I truly love my job and am so passionate for my partners and customers, but the stress that is being imparted on all of us is killing me.

I agree with Melody...and I know that one day these nightmare DMs and RDOs will be revealed and will be out on the stoop with no place to go. It just sucks that it often takes many good people to go before they catch on to what is going on. I deep down love Starbucks and have had some of the best times of my life while working. That said some of the most miserable moments have also been experienced these past 6 months under three different DMs.

My peers who are newly promoted AND veteran SMs are all getting burned out and sick...all from this insane pressure with constant changes.

If anyone else is experiencing even a fraction of the turmoil that is in Region 84 (Washington DC Metro Area) no wonder this company is having a difficult time getting back on track and focused on success.

I certainly never meant to ramble, but I guess this is kinda like my farewell to SBUX. It's a great company, but the human factor is too large and out of control. (Too bad I can't stick it out for New Orleans)

[Ari]

Hey One Foot out the door. i am in DC, and i am not experiencing turmoil. I am lucky to be in a good stable shop. I think only one store in DC is closing. I would love to know what the turmoil is. You can email me. The only thing I can think of is that pastries have been sparse lately and we arent getting some cakes we ordered.

[Jeff]

Re: SBUX, Howard and humanity. I do know, for a fact, that every partner in the Houston area was paid for Friday, Saturday and Sunday the weekend Hurricane Ike hit if they were scheduled for any of those days and could not work because their store lost electricity. To some, that may seem like a drop in the bucket; however, Houston has quite a few SBUX in it being the fourth largest city in the US, so to pay those partners is a very nice gesture, IMO.

I know there are a lot of other corporations with stores in this area who did not mirror SBUX's commitment to their employees/partners. It's gestures like that which will keep my patronage even if I did sell all my holdings in the company because of a philosophical disagreement on the way the company is "returning to its core."

[Kathy]

Melody,
Can you tell me what a "clover" is? I have read your posts about it but cannot figure it out. Is it a machine that brews coffee? Sorry for the dumb question but I live in the boonies (rural)and have never heard of this.
Does anyone know if baristas in the licensed stores are able to get training to obtain the black apron? The only stores in my area are licensed and I so want to talk to a master. The baristas at my local store are great but not very informed about the various coffees.
Sorry for the interruption.

[Me]

Kathy, try www.cloverequipment.com
It is a very special kind of coffee maker. The coffee world doesn't agree on a lot, but on the fact a french press is one of the best ways to make a cup of coffee. This machine kind of automates this process on demand. And it also gives the experienced barista who knows how to work the clover a ton of options how to regulate the brewing process to make the most out of the specific coffee you want to brew.
It is a pretty awesome machine, even so I'm not sure it will keep its promises in the mass market, where half trained baristas try to operate it.
For now, it's even just cool to watch it working.
Too bad we don't have one in Toronto (yet).

[Melody]

Hi Kathy!
Yes it's a very special kind of coffee maker. Right now, very very few Starbucks have them, and they can only be found in Seattle, Boston, and San Fran (actually I think SF launches next month).

The official Starbucks website for the Clover is here:

http://www.starbucks.com/Clover

There's also some good multimedia links, and conversation here:
http://www.v2v.net/actions/the-clover-coffee-experience

With the Clover, the fantastic part of it is two-fold: First it's a different kind of coffee, and somehow, it really manages to make some coffees taste fabulous. The Clover is best suited for single-orgin coffees, but lots of coffees taste amazing on it.

At the SSC, the coffee master I was with described drinking coffee from the Clover as "coffee in high def." Very true!!

The second thing that is going on with the Clover is that those Starbucks that have a Clover coffee brewer are getting sent to them very high quality exquisite small-batch coffees. I believe (though I don't know for sure) that some of these high quality coffees are only available in very small amounts, and so it would never work to distribute them to 14,000 stores. But right now there are less than 50 Clover stores.

I do wonder if Starbucks will be able to maintain this AMAZING level of exclusive quality as the Clover becomes more widely seen in the stores ... but who knows?

Anybody who needs V2V invite can email me with their email address at melodysV2Vaddress@live.com.

As for baristas operating the Clover ... I think that could be an issue. It doesn't seem to be an issue right now, as it's so easy to control when you've got so few of them.

Melody

[Clover]

I now see a Clover menu on my screen.

What's that? Is it a new machine that does 1cup of coffee at a time?

[Andy]

"I thought they would have thought ahead about placing existing partners before hiring newbies."

We had a store in our district which closed last Friday for the last time. We officially knew about it a month ago, but the DM told our SM to hold off on hiring in mid August. We've been short staffed not knowing until last week who was transferring and who isn't. Thankfully, we picked up one more than we expected to. There was (and still is) a lot of effort to keep these partners around. They'll start in our store tomorrow and now the task is making them feel at home in their new store....

Did any partners in California get a lawsuit settlement claim in the mail today from a law firm representing a partner over mileage reimbursement??

California partners are aware that earlier this year, Starbucks instituted a policy where we would be paid x cents per mile we drove for Starbucks related errands, such as picking up product, going to the bank to drop the deposit, etc.

[Cut Out The Heart]

Darleen,

In your meeting with Chet, did he explain in detail the criteria that resulted in high quality people such as yourself to be let go when others who are obviously bad for the business were retained? In reading all your posts, you remind me of an RDO in the Northwest that was let go as well. This person was the heart (hence the my screen name) and soul of the market. This person embodied the Starbucks experience and helped create that for others. Grew people to levels they didn't think themselves was possible. Interestingly enough, from what I have been told, this RD was told that their job was eliminated and then found out that in fact someone from the SSC came and took their role. How crappy is that? Oh, my buddy who knows this person also told me that this RD's Region was #1 in the COMPANY for Vivanno. Sounds like someone who was not going to grow the business and should be let go right away.

I appreciate your support of the company but I am thinking what you are supporting is what the company used to be and not what it is today. Howard, Chet, and the other Senior Leaders have forever soiled the soul of the company.

With that being said, if you have any new information on the rationale for the cuts, I could be swayed to your side but it will have to be strong information.

Thanks for considering this request.

[Darleen]

Cut out the heart,
As far as Chet is concerned, he nor anyone else kept their appt. to speak with me. So, please don't think I have blinders on during all of this. I know the lack of respect and dignity that is displayed. I actually put off two other engagements so I'd be available to speak with someone. You can bet Howard will find out how Chet makes promises and does not follow through. A simple email to say, need to change dates, would have been a prime example of respect and dignity. I'm sure Howards heart was in the right place when he delegated this to Chet, who in turn asked to connect with me, then.......nothing. You can tell who still has their heart with Starbucks, and who is there for the paycheck. To be honest, I was so excited about this. I actually thought someone out there cared about my situation. What an old fool, huh? If you make a promise, you keep it. That's what my Dad always said. A man is only as good as his word. Howard, thanks for passing along my email, maybe it could've been passed to someone who has a heart like yours. Now, please don't get me wrong here folks, I don't by any stretch of the imagination think i am more worthy of a response than anyone else. Chalk it up to a strong dose of reality and another let down. It's cool, right Pat Nerr, we'll just keep on catching those awesome waves as they come in.

[Pat Nerr]

Darleen... I'm bummed. I have to say that I was as hopeful as you were. I'm sorry to say that Chet lived up to my expectations... a real class act.

[Darleen]

I totally get that I'm not his number one priority, never asked to be. If you make a commitment to someone, you follow through. So, why is my ego so bruised? In my heart of hearts, I know I served that company by pouring my heart into it. As did so many others. Howard didn't let me down. Chet, or his assistant JOYCE must not have felt I was a priority in her day. Thing is, I put off MY day to make time for her. Last night with my tears on my pillow I made a promise to myself not to cry over this company anymore. In all actuality, what was I to them anyway? All these years, I felt I was making a difference, was it all just my EGO? You know something funny? My CUSTOMERS call me all the time, wanting to know how I am, saying how much they miss me, my partners do too. That's how I will measure my contributions to Starbucks, by the folks who worked beside me day after day, year after year, with love, respect and pride in what we did. Those are the folks who will always have my respect and admiration. The ones who don't feel I'm worth their time will get along just fine without me, as will I without them. Howard, if you do read this, know that I understand the importance of delegating and how full your plate is with all that you do. However that being said, where was the follow up?

Melody - I don't think your experience is schizophrenic at all. You're a frequent customer who chased down the Clovers when you heard that they were coming to Starbucks. And you had a great experience with coffee and cupping at the SSC. You have a preference for bold drip but I think you've always been about more than "bring back bold coffee" on this site. You just love great coffee. You'll run into more partners who will resist brewing bold, but you know that and will take it in stride when it happens.

ICLover asked whether what customers want has changed over time. Darleen pointed out that "we had our morning brew folks, but it was always the sweeter the better to most of our customers." That makes sense. Think of how many people you know that drink coffee black. It calls to mind the line about having a little coffee with your cream and sugar. That stayed true to espresso bevs and to blended, etc.

Along the way folks lost sight of quality in execution as they tried to meet the needs of so many more customers while exploring the development of even more product lines. In getting back to a core of quality the pendulum is swinging the other way.

Boston Starbucks Rebel - Benedict would be humbled.
A few weeks back I lopped a few feet off the hedges in the back yard. I'm always amazed about how quickly they grow back. Of course, I trampled several of my wife's strawberry plants in the process. Unintentional yes, but still a loss that I heard about and have to live with.

Starbucks has stepped on some strawberry's too. The pruning is hard for those cut and those who weren't. The bar's been raised for everyone too. So not only is there a pruning but the hedges have to grow better and truer than they have (that adds Mendel to the mix).

Torontodude, Love the Roti story. Food. I remember when a food guy said "why not 20?" (percent of sales) and folks rolled their eyes. Now Starbucks is there and the food is getting better. Oatmeal? I couldn't believe that one, but what a coup! Folks are working their butts off from innovation to distribution and it shows. Not perfect, no - but quality is there in a way it hasn't been before.

Darleen - you may still get your call.
The paradox of being an inspirational leader means that you get to lead and inspire and pour your heart and soul into what you do and that you have to able to turn on a dime from inspiring someone in two and a half minutes to making hard cuts that effect folks lives. And then because you are so personal and passionate, folks react and respond to everything you do and don't do with similar passion and verve.

"All these years, I felt I was making a difference, was it all just my EGO?"

An older and younger monk went on a journey. They came to a small river where a beautiful woman stood. The older monk asked her if she needed help. She told him that she needed to get to the other side of the river but couldn't swim. The monk said, "I can help you." He then carried her across the river. She thanked him and the monks continued their journey. As they walked the younger monk complained bitterly, "Do you realize the occasion of sin you put yourself in when you helped that woman? When folks hear about this at the monastery, oh my. The scandal will be terrible!" After listening for an hour, the older monk stopped, looked him in the eye and said, "Son, I left that woman on the bank an hour ago. Why are you still carrying her with you?"

That's one of the hardest parts of this journey. Forgiving people. I think it's important to forgive everyone. Another harder part? Forgiving your self.

I share those to encourage you to live from the good truths, the facts that you know about yourself. Not because a call is coming, from Howard, Chet or one of your customers.

Maybe someone dropped the ball. Maybe life just happened. Our happiness has to come from a deeper place than what someone else says or does or promises to do. The call may yet come. It may not. If it does, maybe it will be a good call. Maybe it won't. Either way, Darleen is still Darleen, at once glorious and deeply flawed. We all are. Someday you will stop posting here, as will I. You will be Darleen then too. I will be Andy, the 20secondshotguy.

[20secondshotguy]

That is me above.

[Belle]

Darleen, for what it's worth coming from a member of the peanut gallery like myself, don't ever second guess your own contributions and worth to Starbucks.

Chet didn't call. He nor his staff let you know about it. Maybe there was a good reason. Maybe there wasn't. Whatever was behind this failure of communication, I know this with a certainty: it wasn't about you. It's not a reflection on you nor a judgment about you. Whether there was a good reason or not, it's their failure, their loss and it's a reflection on them.

Yes, I know. It's hard to insulate the heart and ego when you had--and in your case, still have--so much love for this company. Your hopes were up, and Chet's failure to connect with you on-schedule hits at an emotional level.

So close to the time of your departure, and with the clearly strong and conflicting emotions that accompanied it, it's all too easy to let such things as Chet's failure to call (or to email/contact you to reschedule it) ruffle you and your view of your time with your company. As hard as it is to separate your head from your heart--and knowing how much your heart was involved in your job--you need to do just that. Your head clearly understands your contributions. I know because you were able to so beautifully articulate how you felt about Starbucks, about how your customers and former partners view you. Don't let reactions to outside events influence that. Own that you were--and are--legendary.

I know I'm pretty new around here. I hope you'll forgive the presumption that goes with my post. But I know I've learned so much about Starbucks from reading your posts the last few months, and I couldn't sit on the sidelines right now while you did anything even close to second guessing. It's precisely because you shared your genuine passion for and belief in the company that I have gleaned so much. And for that, my thanks.

[Darleen]

20secondshotguy and Belle,
You both are so kind, generous and truly caring. I know I am constantly on this roller coaster ride mostly due to the fact that I allow it to continue. I allow myself to let others actions or inactions affect me and I know better. I am logical yet emotional. Assured yet insecure, happy yet nostalgic. All those emotions make for one wild and crazy girl, eh? Although my husband digs my wild side hehehe. I apologize if I come off as a martyr feeling sorry for myself, the old woe is me thing. Some of you must be getting tired of reading the ups and downs of the "Perils of Penelope (Darleen) but for what it is worth I know my soul, it is a good one and the light from it will shine bright again. I'm really not normally a sad sack, I'm a firecracker and being in a funk is not a usual emotion for me so there go the mood swings. I am in charge of my own destiny, my family, my friends, my loved ones are what matters. I have accepted the General Manager Position. My first step in moving on. For Jim Alling and Pat Nerr I promise you both that I will ride the new wave. To all of you who have made this so much easier for me, you all know who you are, from the bottom of my heart, Thank you! I hope someday I can return the favor.

[maggie]

Hey wow...
about the gay firing thing....if you ever have an issue like that, get in touch with business conduct...they are a 3rd party that sbux hires and they dont play around. good luck