(PART TWO) OPEN THREAD conversation-starter: Are you in the holiday spirit yet?

By the way, you might notice that I removed a thread about the loss of opening/closing task hours; apparently information was that posted was incorrect. Carry on....

Comments

[Andrew]

Thanks for deleting the previous.

I am in the holiday spirit because I love love love when people come in to buy whole bean coffee for the first time because they have friends who love Starbucks.

[peaches]

I agree, Andrew. Helping customers with drinks is cool because you can explain what goes in everything, and find out what they want, but picky whole bean customers are awesome. It's the perfect time to go above and beyond the call of duty.

If someone is looking for whole bean coffee, I try to make sure that (if they're not in a hurry) they leave with a coffee they will love, preferably accompanied by three samples, and a press of the coffee they bought. When it comes down to it, past all the labor, delegation, and drama, coffee is what we are, so when people want to see what we've got, I love giving it to them.

[seventysix [76]]

Peaches/Andrew,

You guys are awesome and I agree. I love whole bean time!

seventysix [76]

[Andrew]

Agreed.

Especially when we were selling everything at 20% off, it was fun to get someone to take home their normal pound of something, then get them excited to take home another pound of something they have never tried before.

This practice reminds me of the Starbucks I used to proudly work for - and is a good reminder as to why I still love my job.

[Redacted]

I would like to take this opportunity to wish everyone a Happy RamaHanuKwanzMas.

If you are interested here is a link to the "official" song (or click on my name):

http://www.youtube.com/watch?v=OYNXUSO3Hks

[Coffee Soldier]

I think the shoppers have begun to shop! All of a sudden we have been crazy busy. But the problem is we aren't staffed to be that busy. The line is moving and the drinks and connections are being made but we can't get from behind the counters to go clean up the wall bays, the condiment bar, or never mind get all the way to the bathroom to make sure it's clean or even to use it! It's a never ending line. I want my floater back!! Is anyone else's DM making your SM' fax them their schedules and labor info before the schedule goes up? I find it a complete waste of time that could be better spent attempting to help customers or cleaning my store rather then faxing things on my time off so the DM can say approved and I can then put up schedule! Insanity!

[Howard help us]

It's difficult to get into the holiday spirit when you're a five year manager stuck behind a register, unable to speak with your customers because corporate took away all of our talk time!!!!!

[Melody]

I'm now beginning to see a true look of stress on the faces of my baristas who I love seeing everyday. It makes my heart ache. Howard help us.

What would you (to anyone) ask Howard if you got the chance? Imagine you get one sentence or one question.
http://blogs.starbucks.com/blogs/customer/archive/2008/12/12/coffee-and-conversation-with-howard-schultz.aspx

[Mike]

Hi Melody...

In response to your question, I would ask Howard why he hasn't communicated with us lately? Up until this most recent (and drastic) measure, he's always been right there with a voicemail and/or an e-mail. As evidenced up until recently through Starbucks practices, we as managers have always been encouraged to explain the WHY behind everything, and he always led by example in that way. The fact we haven't heard a peep out of him in almost a month is disheartening and discouraging.

[Coffee Soldier]

Ditto Mike...With all the training and tools that Starbucks has always provides us, this labor hack has become a huge mess. It lacked of any sort of way we as SM's should have communicated this to our partners. At least Howard could have written another transformation memo and addressed all the partners rather then getting the SM's on a conference call to listen to an RD who was obviously reading straight from a memo. That is really where the company went wrong. If they had somehow passionatly charged up the partners for a reduction in labor more partners would be on board dilegently working though it at least thinking about their stock profits, bonuses, or some sort of light at the end of the tunnel.... but no communication makes it seem like something real fishy is going on here.

[RawrBaristaLinds]

I think a thread needs to be started about the new "Tea Time @ Starbucks" roll-out. Is it because of labor that this roll-out gets NO MEETING? So some of the "slowish" employee's are gonna have to learn it on their own and dont be surprised if your local barista's are not on the same page about dates, drinks, food and recipes.

[Naptown Barista]

The customer who stole 2 mugs from my store this morning during the rush will probably enjoy the holidays. I watched from drive thru world but was powerless to stop it, as that would have left my co-workers, and customers, high & dry. Remember when we used to be encouraged to go into the cafe to talk with customers, and actually try to HELP them when they lingered at the merch bays? Instead, they help THEMSELVES... to free merch. A labor hour saved was lost via stolen product, and NOBODY CARES!

[am i the only one thinking this?]

okaay, so it wassn't 15 minute closes...but in my store I am only allotted 3 hours daily to open and close my busy dt location. i usually schedule 3 people for 30 minutes, and squeak in at that time frame, but close in 30 minutes with three people? ARE YOU NUTS? careful what you wish for: i am foreseeing missed milk counts, warming oven not cleaned, floors still dirty at open...the stores i have been in are all starting to look dingy, reflecting the 2 hour expectation for clean sweep- and you're telling me we get even less? i don't care how often my dm reminds me that this is the new business model we're adhering to- the wheels are coming off the damn car. how are we going to keep the customers we have, much less create new customers out of this? i take pride in where i work, but nowadays it's become very clear to me that isn't a luxury the company can afford anymore. what is it going to take to see that the company is cutting in the exact area that might pull them out of this financial mess? why not cut at the top and keep cutting? i think everyone in an executive position should agree to take a $1 salary for FY 09. if we hadn't gone to that big expensive pep rally (NOLA) could we maybe have had some more clean sweep hours howie?

blah. bah humbug. this company and all of it's expectations are making me feel like a kid that can't please its parents. no matter how hard you try it's never enough. thanks for killing xmas for me starbucks.

[StarbucksBarista]

Well, I haven't been able to go on the portal ever since the passwords have been changed and I barely have time to check during my tens since I almost never get a lunch anymore..

So I have no clue what this 15 min thing is..

i don't think anyone from corporate reads this website. if they do, they sure as hell don't listen. i can't believe they would let us partners who, through very valid and justified venting, are letting customers know just how much the company sucks, and how much we are starting to hate it. corporate just doesn't care. i hope whoever buys us out cares a little bit more...

[CamSpi]

this is totally unrelated, buut.... today we got our shipment for FY 09 Winter promos. and i think its AWESOME! has anyone tried the new drinks coming out in january???

[Freddy Five Fingers]

Hey Naptown Barrista -- thanks for the mugs. I might comeback tomorrow when you're busy and complete my set.

[grass is getting greener]

Whoever buys you out won't care about anything but the bottom line. The difference is they will be up front about it more than likely. For all the dedicated and caring SBUCKS partners, hang in there, but don't be afraid to recognize things changing away from what you like or loved about the company. Not saying it has or has not happened, that's an individual decision. But don't ever beleive that you are in the only place that is or ever was or ever will be a great environment. There are plenty, and as always they are not on the surface. I was surprised how much more I enjoyed being a customer again when I keft SBUX. Not really anymore, as it is just not hte same company, with a few exceptions I'm sure. Most SBUX I go into these days are concerned about the customer last. Speaks to your leadership.

[canadarules]

Hey there partners posting on this site...if it is really getting that bad at your store, have you thought of sending Howard an email? How about a Mission Review, or a call to the Business Conduct Line if you are expected to work off of the clock? No one on this site can make anything different - share your concerns up! And if you really hate coming to your job everyday, it means that it is time to go. Best of luck finding something that makes you smile and getting paid for it. As much as this is a tough time, the only person who can make you miserable is yourself. We all have the ability to choose our attitude and how we react to things around us.......

[erstwhile]

Self-demoted to a shift from an SM position recently. Sad to leave my store behind, but it feels nice not having to work without getting paid for it anymore. And not having to "squeeze in" my admin/training/reviews/etc.

Kudos to those of you SMs that are pulling it off.

Funny...I'm making not a whole lot less than I did as an SM when you figured my total hours worked. I think I'm going to read a book with this extra time I have on my hands...

(Winter Phase 1 looks amazing, btw!)

It's ironic reading all of the comments referring to "look at what THEY are doing to us"...when you really think about it, "they" are trying desperately to save this company. Financials, at the end of the day, have to matter first, and then we can start layering the cherries on top.

It's almost like we have a ton of partners who just don't get it. They would rather see the old Starbucks die a sad death, then make some radical changes, quickly, in order to maintain financial stability in the long run.

You gotta do what you gotta do, people. Life is not all rainbows and lollipops.

[CamSpi]

i've done a mission review. i've called the hotline. i just keep getting sympathy and getting told, "the company is in a hard time." i'm slowly accepting it. i want the company i work for to be one i'm proud of. i want my voice to be heard... and for something to be done when its heard.
i still love what i do. i just have a temporary love-hate relationship with it at the moment. i cannot be happy if some one tells me to be happy. that's being naive. i want to be happy. justified in my happiness.
i want this company to survive desperately, so i'll work as hard as i can to make sure it happens.

[StarbucksBarista]

Hey CamSpi, I think I've seen you post on the partner blog as well, right.

Nice post!

[SoCalJavaMan]

At the conference call earlier this month our RD told us we needed to cut 3.5% off our labor. A little tuff, but, not unreasonable. Yesterday, I started to build the schedule for the last week of the month and the ALS came up with a total of 490 hours of labor for the week. Our DM sent out an email that said the ALS had been updated with the new labor amounts and now we could go with a 0% labor variance. So, I deleted what had been built and started all over. OMG the new schudule was SLASHED to 355 hours for the week! THATS A 27.5% decrease in labor. Are they insane? Has anyone seen this drastic of a cut in labor?

[green_cup]

It's ironic reading all of the comments referring to "look at what THEY are doing to us"...when you really think about it, "they" are trying desperately to save this company. Financials, at the end of the day, have to matter first, and then we can start layering the cherries on top.

It's almost like we have a ton of partners who just don't get it. They would rather see the old Starbucks die a sad death, then make some radical changes, quickly, in order to maintain financial stability in the long run.

You gotta do what you gotta do, people. Life is not all rainbows and lollipops.

Posted by: | December 16, 2008 at 10:49 PM

While I agree that being profitable is of the utmost importance, it's the WAY "they" are going about it. Please be aware that I am a customer, if that means anything...

I would agree with you that it is desperation that is driving the recent policies, specifically those regarding the cut in labor. *Yet*, they're desperately grabbing at straws to try to "save the company" -- make it profitable. There's no logic to the policies.

For instance, the cut in labor. They're being extremely shortsighted so they can say the loss they report next quarter won't be as bad as it could have been. Yet, is that going to happen? Maybe, maybe not.

Investment of Labor => more customers can be served => more sales => more labor

Under that methodology, they're shooting themselves in the foot. Even if you wished for more customers to drive sales to earn more labor, what happens when you have a crazy busy day aka the opportunity to drive more sales, but the customers leave after waiting 10+ minutes >>>FOR A CUP OF COFFEE<<

Financials are very important, and they are compromised of short and long-term growth. The short is just barely there and the long-term growth in financials is being strangled in a slow death.

I think this company has a lot of other expenses they could cut first, well ahead of labor in the stores. For instance, the meeting in New Orleans. That should have been axed. Even with not getting back the deposits, etc I'm sure they'd have been charged, flying 10,000 people down, keeping them in lodging, etc was terribly expensive. Why wasn't that cut? How about the waste that is the charity? It's not popular to say, but Starbucks is in no position to be donating 5c from every holiday beverage to (RED), nonetheless pay the fees (RED) charges them to be a partner.

About the New Orleans trip: I do find it hilarious that it's the Store Managers who are complaining about the lack of hours/ general demise of their stores when a mere 8 to 12 weeks ago they were heartily defending the expense of going to New Orleans.

If I were a partner, I'd be pissed beyond to know that Starbucks was decreasing its profitability (and ability to provide work to me) because they want to donate to (RED)...

Anyhow, it's not all lollipop all of the time, but it's not even remotely cool when it's tough times and the leadership can't even be responsible in their policy creation and execution.

[Lilith]

SoCalJavaMan: I've seen this too! I thought it might be a computer error! It's taken 50 hours out of my schedule the week of 12/29. I'm running at a minimum and still in the -8 to 10%. The only way to make it work will be to cut down to two people during the morning rush. WTF?!

How common is it for SMs to take Christmas Eve, Day, and Boxing Day off?

Also, who paid for the nola trip? Was it Howard or "shareholders"?

[redcup]

well, after 4 years with the company i quit this week. i've never been as heardbroken as i am right now, not even when i broke up with people i so cared about. for you sm's who are toughing it out, i applaud you really. these past 2 months thats what i did, but my heart wasn't really in it anymore. this job was my first 'real' job and maybe that was my downfall, seeing it more than what it really is. i will miss my store and my partners and my customers terribly (my dm not so much). i will miss doing rollouts and introducing new beverages and new pastry items and new coffees. i will miss the little surprises that the company is so good at doing (good or bad). i will miss the innovations like (red), dashboard, reward cards, mym. i will miss being one part of something great and respected and often times awed. i'm sad the company and i couldn't work it out and i'm still not 100 % certain whether i made the correct decision but that's probably the grief talking. but what done is done and i need to move on. i wish nothing but the best for my store (well somebody else's now), the company and all the partners. from the looks of the stock price, it's close to breaking the 10 dollar barrier. way to go!

[Me]

Everybody keeps talking about tough times. As far as I know starbucks is still making money. Maybe not enough to please the greedy shareholders, but still earning money with their business. So why getting into panic mode instead of sitting it out? And an occasional posted quaterly loss wouldn't kill the company right away. If we would have to post a loss for a year (after about 20 of earning good money) to get through this, so be it.

But what seems to happen is we are cutting off our legs and arms in panicky reactions so the next customer who walks in will still see us, but if he orders we won't be able to walk to the espresso machine and make his drink anymore...

"About the New Orleans trip: I do find it hilarious that it's the Store Managers who are complaining about the lack of hours/ general demise of their stores when a mere 8 to 12 weeks ago they were heartily defending the expense of going to New Orleans."

This is true. I remember reading many posts on here saying that this trip was needed and there was plenty of people on this site who were saying this was unnecessary and financially irresponsible (remember truth everyone?).

I do agree with previous posters who have been saying that Starbucks is still profitable but not that profitable. I believe that with these labor cuts they are just looking for a short-term easy fix it. The problem is, and others have been already saying this, is that we will never go back to the old labor standards.

Sure we can schedule to 0% VTI again, but the higher ups have made adjustments to ALS so that the new 0% is probably -3.5% in disguise. And non-coverage? Forget about NC. We'll never get that back. In fact, I'm still waiting for them to completely get rid of it.

The Starbucks of the future:

*Do more work with less time.
*Working off the clock is prohibited but implied.
*Sharp decline in legendary service.
*Sharp decline in clean stores.
*Complete renovation to a fast food joint.
*Even more DM and RD involvement at the store level.
*Less managing by actual store managers.
*Complete elimination of the ASM position.
*Less hours for Supervisors but more work since no more ASM's.
*One review per hourly partner per year at the same % merit increase.

And I could go on. Hopefully these things will never come to pass. But this appears to be the road we're heading down right now.

[VentiDrip]

Why no comments regarding the recent announcement of changes to the 401K plan? That is bigger than labor cuts!

[Responsetogreencup]

Response to green_cup:

"While I agree that being profitable is of the utmost importance, it's the WAY "they" are going about it."

See, herein lies the problem. There are so many chiefs, inside and out, that believe they have a better way to do things, and Sbux ends up listening too often. We need inovators who are willing to receive a certain amount of feedback, but at some point we have to take the various opinions and make a decision that we can stand by.

"For instance, the cut in labor. They're being extremely shortsighted so they can say the loss they report next quarter won't be as bad as it could have been. Yet, is that going to happen? Maybe, maybe not."

Um, have you read the news lately? This economic recession is only going to get worse, until at least the middle of 2009. So in my mind, this is preparing for the big picture. The reality is if we don't cut now, we won't have a business model that will sustain. I don't see this as shortsighted at all, in fact, I think it was one of the first times we've decided to sacrifice in order to sustain long term.

"Investment of Labor => more customers can be served => more sales => more labor"

This assumes that the customers will come just because we have 2 more people on shift. Maybe in good economic times, this would apply, but the reality is that there are peaks to our business and we shouldn't take a blind eye to them. I would prefer a labor schedule that is acutely aware of the peaks, and plan to staff accordingly. Just because you have more staff in the store doesn't mean the customers will come.

"Under that methodology, they're shooting themselves in the foot. Even if you wished for more customers to drive sales to earn more labor, what happens when you have a crazy busy day aka the opportunity to drive more sales, but the customers leave after waiting 10+ minutes >>>FOR A CUP OF COFFEE<<"

Well, if we plan accordingly, we can use trends and forecasts to staff appropriately on those crazy busy days. This is what the MANAGER is for.

"I think this company has a lot of other expenses they could cut first, well ahead of labor in the stores. For instance, the meeting in New Orleans. That should have been axed. Even with not getting back the deposits, etc I'm sure they'd have been charged, flying 10,000 people down, keeping them in lodging, etc was terribly expensive. Why wasn't that cut? How about the waste that is the charity?"

See, here is where the difference of opinion can cause problems. Some will say that this investment WAS a long term strategy-our culture has brainwashed our management into thinking that they need to be "taken care of" in order for management to take care of the company. Morale was low, and many would argue that cancelling would have been incredibly shortsighted, as it could have led to "the final straw" mentality with a majority of our managers.

"It's not popular to say, but Starbucks is in no position to be donating 5c from every holiday beverage to (RED), nonetheless pay the fees (RED) charges them to be a partner."

LOL, again, this is another example where opinions will differ. This is a marketing strategy, not a charity cause. Think about it-an investment in traditional marketing (say, commercials on TV) would not be brand aligned, and would DEFINITELY cost more than this will to our bottom line.

For me, the bottom line is that Starbucks has always been too panicky when it comes to receiving feedback. Feedback always lands on a continum, and if you please customer A, that automatically will piss off customer B. So, rather than taking organic feedback and working against it (causing these radical swings of change) we need to do actual RESEARCH as part of our decision making process. I want to believe that despite how this feels, some of these cost saving efforts could potentially pay off in the long run.

What I DO agree with is that Starbucks is doing a horrible job in communicating all of this to partners and customers. But, again, maybe it's part of the strategy to stop this frantic open door policy of communication.

[me]

responsetogreencup, you are right, there won't be a single customer more coming through that door with two more partners on the floor. But I really believe they could keep the ones we are having. A lot of customers cut back. But as long as they come back, even if they are coming a bit less often, we are having a chance to boost sales to them. At least once the economy gets better.

Unfortunately I've heard too many people complaining about the long wait lines and the look of the store. So they might not come back at all because they don't think it is worth their money at all anymore.

If I can't buy a new car I might still be able to buy some premium coffee. But if it isn't worth the hassle to get it, then I will cut back on it and find a little something else to reward myself for still driving that 11 year old car and walking more short distances than ever.

And it is not just a manager plans it all wrong situation. Our managers are just not allowed to overschedule in hope of sales anymore. They can't even schedule for the needed hours because at another part of the day there is a partner for the filler tasks needed (e.g. pre close).

You are right with the red campaign. It is cheap advertising and since the 5 cents are already priced in it doesn't really affect the bottom line.

Leadership conference could have been managed on a local basis. Get people from an area or two together, let Howard travel there and speak, let him do that for three weeks and we would have saved a lot of time and money and everyone would have had a chance to get closer to the boss. Maybe this could have even happened in a coast to coast bus tour. A theme like "Howard on tour" would have surely attracted camera teams to follow him and give him a similar press presence as the NOLA has.

As always, just my two cents

[Curious]

What up coming changes to the 401(k)?!?! I know this can't be good...

[Mike]

For those of you who continue to belittle SMs because of our trip to New Orleans, you need to back off. There were those of us, myself included, who lobbied through channels such as Mission Review, Mystarbucksidea.com, and even our DMs, against the trip for this very reason. When I asked my DM if the trip was mandatory, I was told that indeed it was, at least if I wanted any chance of future promotion with the company.
So give us a little breathing room with the whole conference thing. Did we have a good time? Yes, we did. We also spent a lot of time doing community service, as well as various workshops and roundtables, as well as the conference itself.
I work approximately 50 hours per week and am "on-call" to my partners most of my time outside the store. I work opens, closes, and weekends every single week. I somehow manage to also balance a family with this. It's not easy but I get by.
So even though I was an endorser of canceling our trip, I will say I'm not going to feel guilty about having a good time while I was there. Being with the company for several years, I can personally attest to the fact that those I know are working hard and are some of the finest people you'll ever meet.
We're up to our necks in bullshit at this point and we're still fighting, so a little bit of support would be appreciated.

Anyone have any additional info on the opening/closing task changes?

[Me]

Mike, no one is blaming you for going on the trip. I would have if I was a SM. Thing is, Corporate thought it was necessary and wasted an insane amount of money. No one would have cared (in fact most people staying behind were jealous), if they didn't tell a few days after the Conference we all have to cut back because starbucks does not earn enough money to pay us our minimum wage.

So it's not about the participants of the Conference (I really hope you had a good time, my SM still talks about it), it is about the ones that planned it and forced it through the channels.

And now someone else (the Baristas) has to suffer because cash seems to be tight. And yes, the SMs are suffering, too, because they have a lot extra to do these days as well (and I'm not talking about holiday shopping).

[verticalphil]

Are they allowed to not give us time for tips anymore? is my manager the only one making us count as we work? should i call business help over this....something seems fishy about this.

[Kraig]

Hi. I have a question about the Gold Card.

If I order a Vivanno with a shot of espresso, is the 10% taken off the Vivanno, or the Vivanno and shot price?

Thanks!

Kraig

Kraig, Gold Card deductions are taken from the total when applicable. Do you get the shot in the orange mango or the banana chocolate?

[JerseyGurl]

verticalphil~

You should be doing tips on NC... I'd say something about it.

When I was hired, I was recruited in part because there was an amazing trip coming up to Costa Rica, that I was just making the deadline for. I left my job and joined Starbucks, and one of the first things that happened was Costa Rica was cancelled. I will never, ever forget how duped I felt. It was the beginning of the trend for me- and from that point on, I was always a little suspicious of promises, incentives, or rewards being offered.

[BAYAREABUX]

socaljavaman & lilith, you have me scared shitless.

if i can't make rent do I get to raid the CUP fund??

[BAYAREABUX]

Last year around this time we we're crying "Uncle Howard!"

Now everyone I know who cares one whit about Starbucks is screaming at the top of their lungs:: "UNCLE! UNCLE!!!"

[TastyMacchiato]

I guess the problem I see is that there is an awful lot of decree-giving coming from corporate, but far too little guidance and leadership. We're not given any description of what we need to do, except "keep standards up, everything is the same as before, only now with fewer resources." I'm sure a priority list would not go amiss. The problem is that we should be renewing our commitment to our customers and to ourselves. We should be becoming a leaner and meaner company -- more efficient and yet more friendly. Instead, we are falling apart. Here are my opinions on what needs to be done. I'm a (new) barista, so this is only from a snail's eye view.

1. Lines are great. They mean customers are coming in. If there's an unexpected rush, it's totally understandable that there would be a bit of a wait to get them all through. You can't keep baristas on shift, doing little, so that we can serve customers who might come in. On the other hand, understaffing during blackout, or at any time there's a predictable rush, is unacceptable. Corporate should make this clear, and should give managers the tools (and the hours) to make it possible. Customer service is an investment in the customer -- serve them well and they keep coming back day after day.

2. Deep cleaning is an extension of customer service. It MUST be done, there is simply no way around it. Without deep cleaning, our stores would start to look run down. It is impossible to do deep cleaning during coverage, if scheduling is done correctly (that is, there are no extra people on the floor). That's why there exists a category called "non-coverage" -- to accomodate that kind of "store maintenance" activity. Again, invest in cleaning hours, or hire a cleaning crew to come in every couple of weeks.

3. Reducing "store maintenance" hours, and hours in general, while maintaining standards is a great way to reduce morale. It makes you (corporate) look out of touch with reality. I'm pretty sure that what you actually wanted to do was force less than competent managers out of the company. How about this, instead: have the DMs evaluate each manager. Replace the failing ones with someone from the ranks of ASMs. If you don't trust the DMs to do this, do the same "purge" on DMs first.

4. Adequate hours are an investment in partners. People who make this a primary job are your LIFEBLOOD. In tough economic times, you don't need to worry as much about 4 month old hires. You want the seasoned baristas who know their way around your store like the back of their hands to be able to continue working for you. You want to make sure the people who rely on you to make bill payments get enough hours to continue working for you. That means that people need to get laid off. And, that means that the people being laid off should be those with the least experience -- 10 year baristas who suddenly get 15 hours/week should never happen. Starbucks, as a company, needs to say "we have a commitment to those of our employees who have demonstrated a commitment to us." This is the time to separate the wheat from the chaff.

5. Training is crucial to reaching peak performance. At each job, there's a learning curve. The people who trained me did not teach me nearly as much as those who (unofficially) mentored me. This kind of mentorship should be institutionalized. Some turnover is unavoidable, but you want two kind of employees: the kind that sticks around (the mentors), and the kind that plans to move on (the trainees). The mentors teach the trainees, so the trainees' time spent working for Starbucks is most productive. It's called the Cravath system (look it up).

[Curious]

How can you do tips on Non-Coverage time when Non-Cov no longer exists? If managers are expected to be writing schedules in between making mochas, you can be expected to count tips in between customers. Its just how it is. Some stores will have the few precious hours of Non-Cov to spare to partners to do tips, some wont. You can call and complain if you'd like, its just another voice in this giant scream of "WTF ARE YOU ALL DOING UP THERE!!!"

what happen with the 401k?

i want to know whats up with 401k also...although i quit contributing because i am so broke!!!

[IMANAGE]

I am new with STB and want to get the real truth about the job, not just the BS the recruiter has given me..I am starting as a SM

[Melody]

You're starting as a store manager? I honestly believe that every store manager should be a barista first ... even if only briefly ... just my two-cents.

And IMANAGE, I do not work for Starbucks but I have a very long Starbucks history as a customer, and I'm in Seattle and actively read up on all kinds of Starbucks information - THIS website IS a great place for information. I'll gladly try to answer questions if by chance I have an answer ...

I also recommend perusing mystarbucksidea.com now and then. The blogs will have good announcements in them that you might have customers asking you about - like today's announcement that there will be a (Red) Registered Starbucks card available at the first of the year.

But I assume that you can get that same information through the "portal".