"From the Comfy Chair": Juan hits four Starbucks this week

BY "JUAN VALDEZ"

As promised, here's a column that will shake things up a bit. Today, instead of 1 Starbucks, we're hit 4. And 1 is even out of state! So strap in and prepare yourself for a whirlwind tour.

********************

515 Pine St
Seattle
(downtown, across from Nordstroms)

This is an interesting store, early in the morning. There were 3 partners on the floor, it wasn't really very busy yet it still took 5 minutes from the time they finally noticed me to when I got my drink. There was quite a collection of patrons in the store when I sat down...one old guy seated nearby with his head tilted back, snoring. Another guy sat next to the fireplace, staring at me, barely touching whatever drink sat in front of him. Despite the flame burning in the fireplace, the place was as cold as the wind and rain pounding on the windows. I'm not talking about literal warmth...I'm talking about a distinct lack of friendliness from the partners and the smell of despair which hung in the air. The music level was quite loud for that time of the morning as if they were trying to drive the bad vibe out into cold morning air. It didn't work. At no time while I was there did anyone come out and do a lobby spin even though it could have used one. I couldn't check the bathrooms as there was someone in there the whole time I was there; his worldly possessions in bags, sitting in the tiny hallway waiting for him to come out.
Rating D

400 Pine St.
Seattle
Westlake Mall

About a block and a half up the street sits the Westlake Mall store; an oddly shaped stand alone store that sits like a monument in front of the upscale shopping center. Legend has it that several Dms (District Manager) and at least one RDO (Regional Director Of Operations) have come from this store. This had a much friendlier vibe; the four partners on the floor this morning were friendly and, unlike the previous store I visited, awake. Business was steady however someone seemed to manage to get out on the floor regularly to wipe the tables and condiment bar. Strangely enough, there were no bathrooms at all in this store; only a sign which directed customers to bathrooms inside the nearby center. I found this interesting because I was under the impression if you served food and drink the way Starbucks serves food and drink, you were required to have a bathroom available. I got my drink in under 2 minutes however, alas, it was light. There were a couple of strange characters here too including a guy that was having a conversation with someone who wasn't present in the store. And, no, he wasn't talking on a cell phone.
Rating B+ //
CONTINUED IN THE FIRST COMMENT

Comments

[JUAN VALDEZ]

1700 Canyon Road
Ellensburg, Wa.
Ellensburg sits on the eastern side of the Cascade mountains, about 90 miles from Seattle. This store captures a fair number of travelers like myself who are traversing the state in either direction, east or west, on Interstate 90. In the early afternoon, the store was slow and the five partners on the floor kept themselves busy by getting me a drink in one minute, laughing and joking and making me feel welcome. The pastry case was clean and stocked and the lobby was cleaned a couple of times during my visit. They even cleaned the windows on the front door. What they didn't clean, though, was the crumbs all over the lobby floor, dang it. Oh well, nothing is perfect, I guess. The bathroom was even clean although the requisite bowl brush waited patiently next to the bowl and the mirror had a bit of graffiti scratched into the glass. Rating B+

5260 Grant Creek Road
Missoula, MT.

If you go far enough east on Interstate 90, you'll eventually run into Missoula Montana, a burg of 50,000 people which sits pretty much out in the middle of nowhere. Even so, amazingly, there are 5 Starbucks in the city including the one I visited just off I-90. That's about a third of the number of Starbucks in the whole state of Montana. Judging from the weather I saw passing through, it really is astounding how a DM or RDO can get around to visit the stores in this state during the winter. Or even during the spring, for that matter. I wandered in during the early morning hours, looking to get some coffee to send me back on the road. Everything looked great, the four partners were warm and friendly, the pastry case was set up and ready to take on the day and I was in and out in a matter of minutes. I didnt bother to check the bathroom, figuring that if they look bad this close to opening then the store has problems I cant even begin to address. Although I must point out that, in the spirit of “we shall stick our tools right out where everyone can see them” tradition, there was a huge bag of rock salt and a shovel sitting outside, by the front door, ready to do battle in the 10 degree weather. Yes, yes, I know, who cares however I stayed in Missoula the night before and not one business that I visited had anything similar in front of the business. Rating B+


* # of stores reviewed where a partner has tried to connect with a customer – 7 out of 15


*# of stores where they've offered samples of anything – 2 out of 15


* # of stores that could have been considered "understaffed" - 0 out of 15


* # of stores with a clean bathroom – 8 out of 15

"Juan Valdez" is the nom de cyber of a former Starbucks manager who became disenchanted with the increasingly bitter taste of the Starbucks experience and fled to the mountains of Colombia where he now rides his burro and ponders the glittering sunsets. On a crisp clear day, when atmospheric conditions are just right and the moon is in the seventh house, Juan can be reached at juanvaldezsbux@gmail.com.

[Old Geezer]

Having lived in several communities that were visited by snow, it is not uncommon to find rock salt by the door with some sort of scoop. It is also not uncommon for a total stranger to come by and scatter some salt just to keep others from slipping. Welcome to small town America!

[bubs]

why do you never comment on the quality of your drink?

[Melody206 on twitter]

I look forward to columns on Wednesdays Juan, though I think it might be a more interesting column for those of us who already know those stores.

That Westlake store has been there for a very long time. In the very early 1990s (I remember this) Pine Sreet was closed to traffic, and this was before Pacific Place was built, and before there were 10 other Starbucks within 2 blocks ... at one time that was the busiest Starbucks in the corporation, or very close to so I've heard. I remember the summer days of seeing an incredible line at the Westlake Starbucks walk up window, which they just brought back about one year ago.

That area is a mix of drug users, business people and tourists. I remember when Westlake had bathrooms you could use - they just couldn't keep control of them, so they were shut down. And a very long time ago, that was an SBC.

I think you caught the Pine Street store on an off morning. I've seen better performance from their baristas before, but no matter what they do, I often see transients camped out at that store. I guess I've just learned to get used to that.

I am a little disappointed that you haven't been to any sort of landmark Starbucks yet. I mean I think you should review 1912 Pike Place, or the Heritage Store (1st & Pike), and I can think of a couple of others with a significant history. And somehow you haven't made it to a Clover store yet. Still hoping to run into you downtown... ;-)

Did the eastern WA & Missoula Starbucks have their new Mastrenas yet? Just curious. Those are now popping all over the country.

On a completely off topic note, it's been too long since Pat Nerr posted on here. He/she always has something witty to say!

And just for old times:
Bring back bold! :-)

[Pat Nerr]

my ideas to spice this up would be a 4-week feature on the "backrooms" of Starbucks or some photo blogs of Starbucks restrooms... maybe a photo feature of partners out smoking on their breaks (with aprons on of course)...

just some thoughts...

[Zipy]

Ugh. The comment about the bathroom. We are having this problem recently and it's really annoying.

We have a hobo who has just started coming to our store. She spends almost an hour in the bathroom, using up everything in there to clean with. (we know because she doesn't lock the door and many people have walked in on her...... yeah)

Unfortunately our manager wont really say anything and I can't for the life of me think of what we can do. Call the cops? She pays, for a drink, although she wont let half the people make it. Then she asks for a small cup of hot water. And another cup of milk. Another cup with some syrup in it. Another cup with hot water. All double cupped. She ends up paying for a grande americano and gets 10+ cups.

I am sure this isn't a rare occurrence for stores out there Anyone have any suggestions or know what to do? It would be one thing if she was just there, quiet and crazy -- but she interrupts the flow of store by constantly demanding things. Ties up our bathroom for long periods of time. Uses all of the paper products up so that we are now running out of things. She makes customers feel awkward and I am pretty sure she thinks I am evil and dirty.

[Mrs. Tillinghamshackles]

If she is asking for cups of milk and cups of syrup, there are appropriate ways to charge for it...

[...]

even if she pays 40 cents for a double cup with hot water and syrup, she will still be able to get two refills in those cups for who knows how long...

[mike evas]

Does anyone thing the Juan article is worthless...it seems that most comments don't have to do with the visit?

[Juan Valdez]

@pat nerr

I absolutely promise if I walk into any store with a hand written "sorry, closed, use the other bathroom" sign pasted on the bathroom door, there will be pictures.

@melody

Honestly, these are completely random visits. I literally hit stores where I happen to be at the moment.

[Ryan (SS)]

I wish you'd come to my store outside of Boston. Then you would have

* # of stores that could have been considered "understaffed" - 1 out of 16

But we're still very friendly and relaxed =)

[SpongeBob]

"There were a couple of strange characters here too including a guy that was having a conversation with someone who wasn't present in the store. And, no, he wasn't talking on a cell phone."

I really don't think any one is interested in the customers. This in no way is apart of a Starbuck critique, and seems more like personal journal at this point.

[SpongeBob]

correction:

"is a part of a Starbuck"...

[Boston Barista]

@ Ryan ss
I'm a Barista at a store outside of Boston and we too seem tight on staff. Its really hard to keep up on everything when your running around like crazy your whole shift. Do you happen to be in Pam's region? I love her, can't stand my DM.

@juan
Any trips our way coming up??

[Boston Starbucks Conformist]

Am I the only person who doesn't give a flying F what this guy thinks or writes? Get a life already! Come to my store Juan, we don't have any comfy chairs! Waaahhhh!

[D]

I find so much wrong with the mere existence of such a blog, but I am only going to make one remark out of the many rants I could go on.
I just think it is awful that throughout this whole evaluation of stores, you let your judgmental child take control and let things such as homeless people who find the stores a tad more welcoming and comforting than the cold cement, or graffiti on the bathroom mirrors, which is something completely uncontrollable by the staff, give you reason to rant and give the store a poor rating. Simply shameful and unappreciative, I must say.

[Dave Sovde]

Keep it up Juan. Sooner or later they may get it.

This isn't about the taste of the coffee,it's about the missing "soul," missing third place mindset, and missing focus on being "The Best of the Best."

However it is not the efforts of the store employees (front-line) that is the problem, it is the unrealistic performance expectations of every level of leadership above the Store managwers.

I would like to know how many District Managers are liked, repected, and efficient?

[green_cup]

To be fair, I think that "Juan's" critiques are far more biased than any "normal" customer could ever have.

This person has too much "inside" information regarding how the company works. I mean, s/he knows what to look for, what not to look for and will always think s/he can do a better job than the person behind the counter.

I'm just saying that this person walks into every store with a biased that a typical customer might not have.

[BOSTON STARBUCKS REBEL]

I enjoy reading your column. I make it a purpose to keep the bathroom cleaning items out of sight and the condiment bar cleaned and everything.
I think you should at least ask a product knowledge question like how many shots go in a tall white mocha?
And Melody, you are almost like Pliny the Elder. You need your tag line to be "Bring Back Bold!" at the end after each of your posts. Maybe if you say it enough, they might do it.

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE

[BOSTON STARBUCKS REBEL]

Also Mr. Valdez,
Can you please state if you believe that the floor has been recently deck brushed?

[stan]

im starting to think that the east coast runs a tighter ship on labor than does the west. i have plenty of shifts where it is one other partner and myself. when i should have 4 to keep up.

[Moiraine]

I don't know about the east coast since I am on the west, but there are many times I feel stretched with labor. Of course, if all of my baristas were 5STAR, it would be easier to keep up when there are only two of us...

I like these threads. It always makes me think about what kind of reception Juan would have in my store, and how its easy sometimes to neglect little things. Gotta stay on your game!

[lisa]

Uhh...I'm pretty sure if a store was legally required to have a bathroom they would have one. Normally it has to do with the maximum capacity.

Zipy - I've dealt with this problem lots of times, often there is nothing you can do. BUT, my old manager politely explained to one customer the massive amount of waste he was creating with all the cups and continued to nag him until he started reusing his cup.

Recently this woman in my store was doing the same thing, and a million other annoying things. She was obviously crazy, so when one of my baristas politely asked her if she could return the furniture to its original location when she was finished, she flipped and cursed him out. Once a customer becomes in any way aggressive like that, you should be able to give them the boot, problem solved.

[Ryan (SS)]

@ Boston Barista: Pam IS my RDO, as a matter of fact. My store is in "Central MA", somewhere between Worcester and Framingham.

I agree with most that it seems our RVP's are tighter with labor than those on the west coast. I am frequently short staffed at my "high volume" store, but as others have said it is partly due to not all my baristas being "5 Star". I don't have a problem running a tight shift at my store, but I'd feel better if I knew every store had the same situations I did! With these reviews it only shows me that they are the ones eating the companies labor. Is there no oversight in those districts regarding labor?

[(former) FLA SM]

Definition of "irony": "D" posts a judgemental comment deriding Juan for being judgemental.

[BOSTON STARBUCKS REBEL]

Juan Valdez,
As a thought? How about you clean up any problems you see in stores. Go over to the bar and ask for a bar towel and wipe it up. Maybe at your former store you had a problem communicating with your partners. You saw problems and let them sit and then let them fester. I believe that direct conversations with other persons is the best way to get them resolved.

[MyGiveADamnsBusted]

I happen to like what Juan Valdez is doing in regards to critiquing stores on a weekly basis. I wish someone would do that here in New England. I'd be willing to do it myself but honestly dont know how to go about putting it up on here.
TO BSR: Your posts as of late have been quite nice to read. Thank you for toning down the attitude so prevalent in prior posts.
Ryan(SS) Do you happen to work with a woman named Sarah Chandler( I believe is her last name) in the framingham area or if not, happen to know her?

[timh]

Juan, You had me until you called Westlake Shopping Center Upscale.. I work in the office building attached and upscale is not the word that comes to mind.

[Ryan (SS)]

@ MyGiveADamnsBusted

The name unfortunately does not ring a bell, but the Framingham's have only been in my district since last fall, when we lost the Worcester stores (remember the whole district reformatting thing?) Does she work on a store level?

[CoffeeWench]

I am also beginning to wonder if the west coast is eating up all the labor. We are a busy store who works on 2 man deployment more so than not. At showtime it is a 4 man deployment now (used to be 5 to 6). 3 man at crossovers or predictably higher volume times. We are still running -3 variance to ideal!

[Ryan (SS)]

@ CoffeeWench

What market are you in? I've had the same problems with scheduling, but we're at 0 variance now, not -3! Perhaps that's your DM or RDO's decision? And I wonder who's decision it is to allow the overstaffing of the stores that Juan visits?

[Will]

I wish Juan Valdez had something better to do...

[Virginia Corksoaker]

It would be good if there was an East Coast version of Juan.

These reports are beginning to get quite boring.

[Barista]

Regarding a store that's supposed to be closed:

One was announced last summer, and it's still open. The story is when customers found out they did the whole flock thing and apparently sales DID rise consistently and they have no word on when they're closing, just that they still "are".

[KGB]

@ BSR ,Deck brushed!!!!!!hahahahaha.We must have the same RDO

[jessicaramel macchiato]

That Missoula Starbucks was my Starbucks when I worked there. It was the first Starbucks storefront in Missoula and is 4 1/2 years old. Last time I was in, they didn't yet have the Mastrenas - we're always the last to get everything. We've never had warming and only get pastries once a week. Our DM has a toyota four runner so she can get around! One time, the Starbucks in Kalispell (120 miles north of Missoula) ran out of either cups or syrup and they had to send a partner down to Missoula to get supplies until their next shipment came in. Can you imagine? :-)Technically there are only 3 Starbucks in Missoula - the other two are in Safeway.

I love that Starbucks.

[Rock Salt]

Very interesting history Juan. I thought it was closed. It's near our offices for building our http://erocksalt.com rock salt site.