McDonald's has a billboard in sight of Starbucks headquarters declaring, "four bucks is dumb." The burger chain has other billboards that target the coffee giant. When is Starbucks going to fire back? "We're not going to get into that conversation," says the company's chief marketing officer. "We're not going to get sucked into the, 'My coffee is better than your coffee,' price point type of coffee conversation. We're going to play at a much higher level." || Read "Starbucks won't slug it out in ad wars"
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December 11, 2008
December 10, 2008
A Starbucks barista's letter to customers
A Starbucks barista writes: "Starbucks is in
trouble, and its not just the economy. I think they are making the
wrong decisions, they are burning out their best people while letting
them know that they are expendable. This is my letter to customers as a Starbucks barista of over 3 years." [Note: I've trimmed it a bit -- Starbucks Gossip webmaster]
Starbucks has been my home now for a number of
years. It has been a fantastic place to work for, one I wouldn't
hesitate to enthusiastically recommend to anyone. I can't do that
anymore. ...
Here's the thing, we are as busy as ever. Yet the powers that be have
told us we have to cut labor, be more efficient, sales are down. Less
experienced baristas are having their hours cut to near or below the
level of even making them worth having around. That puts more weight on
the experienced baristas. But they are cutting the margins on the
experienced baristas and shift supervisors as well. And the weight on
the managers is intense by this point. Basically without saying it,
they are telling us to work off the clock.
...The only reason I don't leave is because who can pay me what Starbucks does and give me time to go to school, with this economy? For others the question is who else can provide me with the same great insurance that Starbucks provides? This may sound like whining to those who don't have a job at all, but you have to put it in context. If we are only staying because we can't get by the same somewhere else, then how are we supposed to be enthusiastic about our service to Starbucks? These are the baristas who know your kid has his big soccer game today, know that you like an extra shot of espresso Monday morning, and can have your order finished without you have to call it out. I understand that they are hoping we take up the slack so that they won't have to lay anyone off. But the reason sales are down is not the lack of coffee selling, it's the products in the store that aren't selling. All those glorious coffee machines and French presses and chocolates and books and ornaments.
If they want to cut labor why not close an hour earlier on a store by store basis. If you have only three customers in the last hour with two baristas closing, the cost of the store being open and the two baristas working outweigh a few mochas. ... I know everyone is forced to do more with less right now, and I know a good, quick short term fix is to cut labor. But cutting labor will hurt Starbucks bottom line in the long run, it will just be harder to calculate.
This
isn't a letter asking for pity from the customers. This is a letter to
explain to the customers why the waits are longer, the baristas look
shell-shocked, and the faces are changing at your local store. The
Experience isn't the same anymore.
December 08, 2008
Starbucks customer often has to argue for a discounted drink. Should she have to?
After many times of paying $3.90 plus tax for a Skinny Cinnamon Dolce Latte, Giselle Matsui finally figured out that she could order the same drink off the make-your-own latte list, specifying non-fat milk and a shot of cinnamon syrup. It would save her 40 cents a drink. She's persuaded the baristas at her hometown Starbucks to charge her the make-your-own price, but everywhere else, there’s a fight at the counter. What's your ruling on this? Read "Starbucks thwarts woman's effort to pay 40 cents less per cup"
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