OPEN THREAD conversation-starter: Your employee/customer resolutions for 2009

Resolved for customers: Be a better tipper, perhaps. Order drinks with fewer calories, maybe? Resolved for baristas: Wish customers a great day with even greater sincerity. Try to gossip less about fellow baristas, maybe? What are your resolutions? Discuss this or anything Starbucks-related in the open thread.

Comments

[YourBarista]

I resolve to try to stop giving decaf espresso to mean/rude customers... maybe.

[hearbutloud]

I resolve not to get angry when a grown man orders a kid-temp beverage. And then takes a sleeve.

[Barista Joe]

I resolve to follow my customers to their jobs, and tell them how to do it, and when they screw up. Even if I'm wrong, I must be right!

[Me]

The first posting is hopefully a joke.

Changing a food order without the customer knowing can cause serious health issues!!!!

[AliCat]

I resolve to stop caring so much about the fact that Corporate doesn't give a damn about it's employees...

Starbucks is no longer about the passion, environment, respect, or dignity - it's a paycheck, and I resolve to treat it as such.

[spence]

I will make the best velvety foam possible.

[not a joke]

No way, that is totally true. People get decaf all the time and don't know it.

[yo]

i resolve to quit starbucks. by march.

by reading the resolutions posted so far, you would think these employees work in a nazi concentration camp.

Come on people, lighten up! Get some perspective- these posts looks pretty pathetic. Be happy you still have customers- a lot of other restaurants and retailers can't say the same.

[SBUX Alum Bill]

I resolve not to be bamboozled again by an employer that falsely claims "respect and dignity to partners and customers" as one of its founding principles.

[An Orange Pell]

As a customer: to know exactly what my drink is before getting to the register, remember always to specify soy and to speak more loudly.

As a barista: to take the time, even in a rush, to put the finishing touches on all drinks, no matter how annoying it is to find the CD powder.

[You're all getting decaf...]

Me,

If you show me ANY information on how a customer getting a decaf latte can injure said customer in an immediate way, I will gladly stop.

[...ugh....]

I resolve to sell ALL my SIP if it ever gets back to $12.

ti(red)

what I want to know is how the hell "You're all getting decaf..." got hired.

[hearbutloud]

If I don't have caffeine by 11 am, I get a massive headache - for the rest of the day. That's how giving decaf harms.

I resolve to make a point of always utilizing the ten minute timer.

[StarbucksGirl]

I resolve to commit to memory a different customer's name every week.

I resolve to treat the customer as if he or she were entering my own kitchen at home.

I resolve to be knowledgeable, to be patient and understanding when a customer comes to the counter w/o knowing what they want.

I even resolve to be patient when they start digging for some form of payment.

I resolve to get involved and be genuine.

I resolve to the the proud owner of a black "Coffee Master" apron by the end of '09.

[spence]

AliCat, Please don't be gloomy yet. I remember when you saw everything through rose colored glasses and I liked what you saw.

Hearbutloud, We have a store like any other store which includes a couple grumpy customers. Only one time has anyone has ever passed out a decaf and it was passed to an obnoxious barista from a different store.

[DontGetWrittenUp]

Ha, UTILIZE the ten minute timer??? yeah right...LOL.. Arent you NOT on the front lines...

I resolve to take time to BREATHE when the line is out the door and I feel as if I am being strangled with the mandatory labor cuts...it USED to be fun here...now...not so much...

[camspi]

i resolve to stop blaming the economy for all of the problems in the world. i hate saying, "in this economy we've got to be careful... blah blah". the economy does not excuse bad service. we can still provide our best, despite the recession.

[Kathy]

StarbucksGirl

Way to Go!!!!
Those are some fantastic resolutions, I wish you all the luck possible in achieving them. I know times are rough but it is nice to see someone who really wants to perfect her craft. I bet you get that black apron!

[druidbros]

One other way giving decaf harms people - Certain heart patients can have a spike in their bad cholesterol because of decaf. Hope I never order a drink in your store.

[OCVulture]

I will resolve to NEVER pay for a refill coffee even when I used a SB's gold card to pay for the orignal! So Help Me God!

[YourBarista]

Any evidence of these claims?

Anyway, if you're decent to your barista, you've got nothing to fear. You don't even have to be nice, just be polite. It's situations like when you get pissed off at me because you ordered the wrong drink because you weren't paying attention because you were talking on your cell phone while ordering, then get pissy and act like it's my fault... sorry, but you're getting decaf.

(And pssst... most of the decaf that we use in the stores still has some caffeine in them.)

[Torontodude]

I resolve to be more patient with fellow customers who dither and dawdle.

I'd not talking about fishing around for money after waiting in line. I'm talking about accomplishing what for many seems a complex and time-consuming task:

getting up from the table and leaving.

IMHO, getting up and leaving should be one swift, decisive and continuous movement. Said movement should be executed at high intensity in no more than 30 seconds. The 30 second time limit should include putting on winter gear and walking briskly away form the table...with style and panache.

But many of my fellow patrons seem to think the task can -- and should -- be stretched to more than four minutes.

Oy.

The dawdling can involve standing up and sitting down several times, transferring objects to and from various pockets and purses... interspersed with random gazing into space.

This makes me crazy.

But I really ought to learn to be more patient, since re-making the world in my image seems an unlikely prospect.

[SoCalRocks!]

In regards to evidence to the claims that decaf can raise bad cholestorol, check out:

"Decaf may raise levels of bad cholestorol"
www.msnbc.msn.com/id/10068785/

"Decaffienated coffee tied to Cholestorol Rise"
http://query.nytimes.com/gst/fullpage.html?sec=health&res=950DE0D61130F936A25752C1A96F948260

And I really don't think it our our job whether to police customers on being polite or nice. Sure, I like those types of customers a lot more, but I'll take the paying, rude or less than polite customers any day, over no customers at all.

A bunch of immature partners seem to be running a few of our stores these days...or at least making a lot of these posts.

[Sara]

I resolve to keep on smiling while on the floor at work no matter how bad it gets with customers and rushes!

I resolve to get a black "Starbucks Coffee Master" apron by the end of '09 like someone previously posted!!

I resolve to know EVERY single regular morning customer's drink, name and talk to them personally EVERY morning.

I resolve to share my passion for coffee and tea with my customers and fellow partners.

I resolve to be the best partner/shift supervisor Starbucks has ever had.

I resolve to be friendly and considerate no matter how rude/unfriendly the customer is because perhaps my smile will change their attitude.

I resolve to never go to a Starbucks where the partners are rude/unfriendly, can't make the drinks right and complain every which way about everything. If you don't like it, quit.

[whatwhat]

The decaf still has 5% caffeine. Hence being called DE-caf instead of being called caffeine free.

btw I resolve not to get so stressed about have to make 3 drinks over in the middle of a rush because the customer didn't specify that they wanted their drink iced or no whip or decaf... just make it over, no prob.

[YourBarista]

Thank you for the links, but they actually don't really support that claim very well when you read the article.

From the first link... "Fats give coffee flavor, and a more flavorful species of beans, robusta, is commonly used for decaf to make up for the flavonoids and other ingredients that are lost during the decaffeination process. Regular coffee uses a different bean, arabica." - Starbucks only uses arabica beans even in their decaf, so the decaf robusta beans that may be linked to this do not apply. Two doctors were quoted in that article saying that it would not change their recommendations to patients and that studies have been inconsistent. Also, another doctor states that this shouldn't be a basis for public recommendations.

From the second link... "Dr. H. Robert Superko, who directed the research at the Stanford Lipid Research Clinic, said he doubted that the process of taking out caffeine changes the coffee so that it raises cholesterol. Instead, he said, the difference may result from the kinds of beans that go into various types of coffee." - Again, this supports the inconclusive evidence from the first link.

yourbarista, you are just making yourself look uglier and uglier...how did you get hired as well? Where in the job description does it state that you should be policing the attitudes of our customers? If anything, it is our job to be equally uplifting to all customers- you might just turn one of those attitudes around.

And i can pull a quote from each of the listed articles that supports decaf increasing bad cholestorol levels. Just because they imply that typically robusta is used for decaf, doesn't mean that the same decaffination process isn't used on our arabica beans. The fats are still there, it just means our decaf coffee tastes a little bit better. But the issue still exists.

[max]

I resolve to not sell any more biscottis to employees before they see that little worm that comes with it inside the package. next time they get recalled which happens every 4 months then we start selling them again...WTF? Anyone?

[YourBarista]

I didn't say that it supported the other side, either. It was just inconclusive. If you read the whole article, it doesn't point one way or the other. Inconclusive studies are poor supports for arguments.

Yes, I'm a little jaded. I've been working for Starbucks for 13 years and if I was a bad barista, I would have been fired by now. But your frustration tends to build up when things happen like your sweetest partner bursts into tears in the back room because she gets yelled at by the same guy every single time she helps him, no matter how nice she is to him.

[waltie]

"If you show me ANY information on how a customer getting a decaf latte can injure said customer in an immediate way, I will gladly stop."

It could be harmful to YOU. If you worked at my store and I found out you did things like that, you'd be out of a job. Because you're a douche.

And, I'm sorry, but doing a douche bag thing to a person who you thought was acting like a douche bag is just pathetic. Grow up.

My resolution? To finally stop reading and posting on this website.

[Admiral70]

I find all these comments interesting especially the negative ones. In this day and age were all lucky to have jobs.

For the customer I resolve to ask SB to allow customers to add tips to there Card charges (gold card etc...). It's there money in ways and who cares cash anymore.

As a Barista I resolve to get to know one new person by name and drink a week. I will try to up that to 2 a week but for now 1 will suffice.

Need a campaign for making the lids fit better.

Peace and love into 2009

[Roberto Bella Vista]

I resolve to be the best barista I can be since being an ASM means nothing without labor to do any admin work.

I resolve to walk away with grace when Corporate realizes I'm nothing but a high-paid shift supervisor.

I resolve to continue to make delicious drinks and deliver legendary service despite being a jaded bastard.

[Lia]

DECAF!!!! Ha Ha good one! Sorry if your are a rude person you get decaf! Almost positive most stores do the same. The solution? Dont be rude!

[WIbarista]

I'm pretty sure in any circumstance a good rule to live by is this:

Never piss off any person that handles your food.

Wrong though it is, it happens all the time. Much the same way speeding is illegal. Wear your seat belt. Or, in the foodservice situation, just be polite. I don't care if I have to make tons of changes to your order or remake drinks or whatever, if you're nice I'm happy to help you out. If not...well, I don't decaf, but I'm not every barista. Just saying.

[Blah]

I've known if baristas in every store I worked at that gave mean customers decaf. Get over it .

I never saw the point in doing it though. The effects of caffiene are mostly placebo like I am convinced. It's mostly in peoples head. If they think they got regular theyre gunna be acting as if they got regular.

[BH]

Your Barista -

You rock. Your analysis of those two articles was spot on. Plus you've been a partner for 13 years? I would love to work with you - anytime.

[James UK]

Not that interesting, but as a customer in the UK;

I resolve to stop moaning so much about the annoyingly loud music played in all the stores, the screaming kids and the Mums with their buggies, the loud talkers, the mobile phone users, and the "business-types" holding loud and noisy meetings. You think one or two suits talking crap at the top of their voice is bad? Visit the 40th floor store in the Columbia Center (old "Bank of America Tower") in Seattle, and you can listen to a whole store-full! ;-)

[UnPaid]

i resolve to turn my manager in for time theft and fraud.

[SPORK]

I'm really weirded out by some of this decaf business... you're telling me that you give customers decaf if they're mean? Hmmm... seems a little drastic. I've always found the most rewarding thing is to treat the douchiest of customers with that sickly sweet kindness that makes people writhe.

Customer: "Ummm my triple grande non-fat extra hot stirred twice with whip white mocha is obviously NOT stirred twice, jeez in this day and age you should be lucky to be a barista, you could at least do your job right by making my DRINK correctly"
Me: Oh my god, did I not stir it? I am absolutely SO SORRY! What a mess! Allow me to remake it if you have the time. Are you in a rush? Are you going anywhere important? If you have a second I'd be happy to make it from scratch or I could even stir it for you right now... Jeez! I'm so sorry!"
Customer: "umm..."

Me=SUCCESS!

PS not so sure about the cholesterol thing being a valid argument... I mean one decaf latte IS NOT a decaf coffee when looking at the amount of beans ground. I'm certain the amount would be DRASTICALLY decreased if looking at the amount of the fat that is in a shot or two of espresso. Also, one drink of this is not going to change the cholesterol. In my opinion people shouldn't be giving out decaf not for health risks, but because someone payed $4 for that white mocha, and if you don't give them that jolt of caffeine they came here for... as far as I'm concerned you're stealing. And of course there are extenuating circumstances, but wouldn't you much rather ask a rude customer to leave and not return to your location then to passive aggressively alter their coffee in a way which they most likely won't even recognize?

[psssh]

i used to give crappy customers decaf all the time. jerks. and at night if you are a jerk annnnd insist on decaf... guess what you got? oh regulararonie!

don't mess with your baristas!

oh and every customer tipping them .25 will increase their tips by TRIPLE. you need to tip your barista people!!! not just around christmas... EVERY SINGLE DAY!!!

[Thomas]

Smile!

[MilwaukeeBux]

I will try to find something to do while my customers dig for change, without being rude.

[David]

I resolve not to give a rats ass anymore.

[green_cup]

You know, as it stands, I feel pretty bad for the average Starbucks barista. You all have certainly received the less than desirable end of the stick. Especially from those in the SSC. What with the hours cut and more work, it's not a pretty picture for you guys right now.

... BUT ...

I have a really hard time feeling bad for the bunch of you all when you all go on about decaffing folks. As a customer, when I come into a store, I expect to get what I ask and pay for. If I wanted a decaf beverage, I'd ask for one. But, since I didn't, it's not your job to "decide" otherwise for me, whether it be your "medical opinion" that I shouldn't consume caffeine or it be that you just don't care for your interpretation of my attitude.

Also, from this conversation regarding the "power" you have to "decaf" someone... wow. It makes you come off, well, really powerLESS in the grand scheme. I mean, all you can do it press a decaf button and that, to you, is the ultimate sign of your control over me? Seriously, it comes off as hilariously, shockingly stupid and pathetic that you think that's pretty much the only power you have to exert over a customer you don't care for (beyond doing something to the ingredients behind closed doors)... Also, what if you got found out by a supervisor (like the one who posted above?) What would you do in your next job interview? What if they asked why you left Starbucks... would you tell them you threw away a paying job because you decided to decaf a beverage without the customer's knowledge or authorization? That'd come off like you were a pretty ignorant person who had little integrity.

I'm so happy I left Starbucks. I will say the awesome independent I have been visiting on my way to work is pretty great. First time, too, I've bought whole beans and brew equipment from a coffee shop, too. They probably made $200 off of me in the last few weeks by just taking the time to show me the works. Now, I know you guys feel like you don't have the time (and you probably don't), but that's not my concern.

As well, I honestly can say that these folks at the independent make a superb cup of coffee and I wouldn't have even thought they'd remotely do something like decaf my beverage unless I requested it.

The demise of Starbucks continues, I see, and it's just not coming from the top anymore. The folks in the stores are contributing to the customer loss, labor loss and poor customer service. Guess you can't just blame Starbucks SSC folks any more, can you?

Good thing I left!

I resolve to not click my marker when a customer who has been standing in line for 1-5 minutes gets to the counter THEN looks at the menu to try and decide what the want. I also resolve not to sigh when they start discussing what they may want with the person they are with. I resolve not to be tempted to ask what they were doing in line waiting. I also resolve not to ask how they could have decided to get in the car, drive to Starbucks, and then wonder what they want.

I resolve to keep my negativity off the floor

I resolve to suggestively sell tea beverages that I neither like or believe in.

I resolve to draw boundries and not my store run my life.

I resolve to increase my CV scores across the board

[Melody]

All this talk of decaf-ing is pretty disheartning. These same baristas must not be asking the question 'Did you want Pike Place Roast or our morning pick which is ...' ? Seriously, I'd taste the difference right away if I were decaffed, and anyways since the barista gets the coffee right as you stand at the register, you could see if you were not getting the right one!

My resolution is simply to cut back on my addiction.

Thank you to the many baristas here in Orange County who brewed up bold for me.

[green_cup]

i used to give crappy customers decaf all the time. jerks. and at night if you are a jerk annnnd insist on decaf... guess what you got? oh regulararonie!

don't mess with your baristas!

oh and every customer tipping them .25 will increase their tips by TRIPLE. you need to tip your barista people!!! not just around christmas... EVERY SINGLE DAY!!!

Posted by: psssh | January 03, 2009 at 11:55 PM

Really? Really? You say you decaf customers, basically stealing something they paid for from them and then turn around in the same post and say you want triple tips?

Frankly, I think you should be so lucky to get the tips you currently get with that attitude and dazzling display of bad customer service.

I swear, if I did run Starbucks, I'd rip those tip jars out so fast... why do you think you all deserve tips to start with? I think it's hilarious that the company has the nerve to charge what they do especially when customers are vaguely aware profit margins are so high, and then still put out the beggar's hand (aka the plastic cube). Even more so, the baristas want TRIPLE their current tips.

Welcome to 2009. Your company is going downhill, your customers and remaining decent talent are fleeing and your sales will decrease. What they can pay you will decrease since they can't give you full-time employment and then I guess you can justify those tips. Ironically, those will decrease, too, I'd imagine. If not for your poor customer service, then the general malaise of people in this economy.

I'll make a deal with you. I'll give you triple tips if you decrease the cost of drinks by the same.