"From the Comfy Chair": Juan visits a Starbucks that Howard would shut down in a second

BY JUAN VALDEZ

Starbucks stores
150 N. Wilma
 Ripon, CA
1402 Colony Road 
Ripon, CA

Does anyone remember Lisa Suender?  She's the professional activist who found her way to Starbucks Gossip a couple of months ago, put up several comments about the fight to save her store on Main street in Ripon, Ca., and, when challenged, finally played the "I'm saving the world – what are you doing?" card before drifting off into the gentle night.

In one of her many posts on the subject, she stated "I know if Howard Schultz came to our store he would know in 5 minutes that this store should not be closed."  And that got me thinking: I wondered what Howard might see if he did go into that store, not with the pre-announced five ring celebrity dog and pony circus that normally accompanies Howard on his travels but, instead, unannounced with no fanfare at all.

Since the chances of that happening approximate the chances of Starbucks getting rid of Frappuccinos, I realized we were going to need someone else to stand in. Being relatively fearless, I jumped at the chance.

In the course of her comment exchange, Lisa finally admitted, after some prodding from yours truly, that there was actually another Starbucks in town so it wasn't as if the town was actually losing a Starbucks – they just didn't like losing the one on the list. Lisa went so far as to say that the other one, supposedly in a truck stop, was entirely unsuitable for the kind of warm, people focused atmosphere which wafted through the halls and walls of her beloved third place. 

So,  I went down to Ripon to see what all the fuss was about. /CONTINUED IN THE FIRST COMMENT

Comments

[JUAN VALDEZ]

I want to make a disclaimer before I proceed. I do not purport to evaluate the complete "third place" nature of this store especially as Lisa claims it to be. There is no way in a hour long visit that I could see all the groups which come to the store or any of that. I'm willing to say it very well could be the centerpiece of town. What I wanted to accomplish was to go down there and see the place, see what made it special and compare what I found to the other store.

And having said that, all I can say is if Howard had been with me during my visit, he probably would have closed it on the spot. Or, at the very least, made a bunch of phone calls. It was that bad.

It began when I walked up to the front door. There were black gum bumps all over the concrete amongst the patio chairs along with several large dried coffee stains and splashes. Very unattractive.

This was the first SBUX I've seen with window paintings which isn't bad (unless it's against the rules, of course) -- the windows were painted in a sunny island type theme. And then the bad returned in the form of the front door glass which wasn't just dirty...it was utterly filthy. Literally you could see where someone had previously tried to clean the glass but used a dirty towel and probably just water. I could see the wipe marks all over the place and it had dried so there was a light cloud of filth waiting to greet me.

After getting past that, I was greeted by a floor awash in crumbs and scraps of paper. Yay. And tables that had multiple spills as well as a few empty cups scattered about. Not to be left out, the condiment bar was covered with spills too and, of course, the bathroom was dirty. The pastry and cold cases were ok, thank God.

When I sat down, I had to wipe the table off myself. And I sat for the next hour while no one, and I mean no one, made any attempt to come out and clean any of this mess up. This store was a complete pigsty, worse than the one I encountered in Susanville and the complete lack of concern for this on the part of the partners was astounding. And what were the partners doing instead of cleaning the store like they should have? Well, as noted before, business was very slow so they weren't burdened by a constant stream of customers. Instead, two partners stayed on the floor, doing whatever behind the counter while the other two wandered into the back; soon to send the sounds of raucous laughter out into the front of the store for the rest of us to hear.

This store may very well be the center of the town's attention and its pride and joy and perhaps I got them on a bad day. During this one snapshot in time, however, it looked like something that crawled out of the swamp and flopped onto the lawn in all it's ugly glory. And nobody did a darn thing about it.

Grade F

So, on to the other store, the one in a truckstop (it's not...it's part of a fairly new assortment of retail stores and restaurants which also happens to border a truckstop) that simply will not serve as a substitute. Here, I found the exact opposite.

The store was clean and there were partners (6 on the floor in the early afternoon) who came out to check and keep it that way. The pastry and cold case were in good shape, the condiment bar clean and wiped, the bathroom clean and the front doors didn't look as if Hurricane Washrag had just come through in all her vengeance. This one is a drive thru (the Main street store is a cafe store) and it was definitely busier.

But Lisa did have it right in some of her descriptions of this place – the service was lousy. Apathetic, ho hum, unenthusiastic and downright poor. In fact, it took 15 minutes to get my drink – not because the bar partner was slow but, because my drink came up on the handoff pane and sat there. If it was announced, I didn't hear it and I wasn't sure if it was mine or not. So I decided to see how the bar partner handled it and this time I was specifically listening for the re-call. And there wasn't one. Even more amazing, a partner came out to check the lobby, walked right past it and didnt even bother to look at it or wonder why it was sitting there all by it's lonesome. The only reason I ended up getting my drink at all was, after fifteen minutes, I finally got tired of playing this little game. I went up and asked, in general, if that was my drink. The bar partner looked up, shrugged, and said, I guess. Of course, by this time, I knew it was so I took it, sans thank you or well wishes and went over and sat back down.

Grade C

So there you have it. A tale of two stores. One, a pit, slated for closing and, in the process, causing a lot of hysteria and unhappy people. The other, treating customers like crap, to stay open and continue fighting the good fight. Maybe if they took the two and, using ancient rituals and old school magic, combined them together, they just might come up with one Starbucks that is both clean and has decent service.

COLUMN STATS




* # of stores reviewed where a partner has tried to connect with a customer – 12 out of 31

* # of stores where they've offered samples of anything – 3 out of 31







*

# of stores that could have been considered "understaffed" - 0 out of 31

* # of stores with a clean bathroom – 17 out of 31

"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

[BOSTON STARBUCKS REBEL]

Thanks Juan for giving us a report from the front. It seems that you were right. There are Starbucks out there deserve to be closed.

[BOSTON STARBUCKS REBEL]

I think this should be further motivation for Starbucks partners out there who neglect their store and let it become a shithole. Like, have you tried to make your store inviting and been like, "Hey, c'mon in!" when customers walk by? Thats why it is important to "Create the Experience" for customers when they come into Starbucks. I will have to say that most Wal-Marts are cleaner than Starbucks that I encounter. If you read the one of the books, Detail is Retail, is truly what Starbucks partners must do. Its like, OMFG, I actually have too sweep the floor in the middle of the afternoon instead at the end of the business day. Its an amazing concept people but really, you should try cleaning your store.

Finally, be thankful that you have a job and a paycheck in this economy. Starbucks receives literally hundreds of applications, nearly 1 per hour per store from what I hear. Although we like to bitch and moan about Optimal Scheduling, its almost like we get a steady paycheck now and we need to work to keep Starbucks open.

[Venti Urnex Latte]

Is it possible that store is so crappy BECAUSE it is slated for closure and therefore there is no reason for anybody to care about it? I mean, this store is on death row.

I bet if you visited all the stores slated for closure, all would be graded F. It's likely that if you visited the same store before the closure announcement and after, the result would be dramatically different.

[Juan Valdez]

@venti urnex latte

Really? Doesn't it seem more likely they'd actually be aiming to be the best SBUX ever given the invitations by Lisa and her pals for Howard to come down and take a look? And the fact they've willingly drawn so much attention to themselves?

[Venti Urnex Latte]

@JuanValdez

Sorry, Juan, I don't agree. Lisa is not an employee of Starbucks. So she herself has no ability to make the store nice. She is an "unofficial" booster of this particular store, but that's it. The partners at that store are doomed and they know it.

I would go so far as to say the partners there -- presumably many of whom will be losing their jobs -- are making sure the place is crappy, purely out of defiance and spite.

[GRTL]

Frankly this seems very mean spirited....

[Aces of Eight]

The people who are so quick to defend this store and it's partners are really getting on my nerves.

So just because their store is doomed they would stop caring and let it turn to shit? That's completely absurd.

A store in my area recently closed down, and some of the partners joined us. I visited their store fairly regularly before it closed, and guess what? It was clean, everything was well stocked, and the partners were inviting and cheerful.

So don't give me those ridiculous excuses.

[Christin]

I wholeheartedly disagree with VentiUrnexLatte.
Most of the stores I have visited that are closing are great! The partners are aware that they have to be on their A game inorder to get placed at another store once theirs closes.

However, I can't claim to have been to many stores that are closing, but that is my experience at the ones I have been to.

[Melody]

If you have a lot of pride in your work, and care about your regulars, I don't think that disappears if you know your store is closing. I'd still want my regulars to enjoy every minute up to the last, if it were me. I've never been in this circumstance, but that's my guess.

Where is Lisa Suender in this conversation? I look forward to her weighing.

[Aces of Eight]

Oh, and to the person who said this was mean spirited, I think that Lisa Sunder
(from her general attitude) seemed mean spirited toward pretty much everyone who disagreed with her (and some people were very polite about it). She was also very mean spirited toward the other Starbucks (claiming it was "in a truckstop") and intstead of talking about how great hers was, spent way too much time acting like those people couldn't give customers a good experience.

[Korner]

I'll be the first to admit that my store is filthy, and falling apart, and always messy. I'd love to blame it on our high sales (one of the highest in Canada... I think top 50.) but to be honest, it's because we are in a small town and no matter how filthy our store is, the customers keep coming in...like a lot of them.... like too many. And I have fun. So yeah. Gross store that hasn't been reno'ed in 9 and a half years... but no matter how gross it is, they can't get enough. I have the best time of my life working. I know it's not perfect and half of you are going to tell me to take pride in my store etc. and I'd love to combat it with some witty response (or better yet, a dig at your spelling mistakes which seems to be a popular rebuttal on here) but the truth is, I'd rather have fun than bus. Big deal. That's just where I'm coming from.

[perry]

Shutdown Starbucks period.

[perry]

Biggest Dog and Pony show I have ever worked for!

[spence]

I wish I had time to clean and polish. All I have time to do is brew coffee and behind the counter stuff. My store isn't gross by any stretch but it doesn't sparkle.

[StLouieDrip]

"I bet if you visited all the stores slated for closure, all would be graded F."

Absolutely not true, and that type of assumption is an insult to those who don't deserve it. One store here that closed was absolutely pristeen until the very end. Their team had been shocked, angry and brokenhearted, but still had an unwavering pride that they couldn't just abandon like that. Some went into different jobs entirely, but some went to others sbux stores where they continue to carry on with their very high standards.

[CamSpi]

I hate the feeling of defeat. It seems like that feeling is everywhere, too. I'm not saying that I'm perfect, but I encourage everyone to ignore the feeling of defeat, and make it happen.

[Venti Urnex Latte]

Newsflash:

Just because some people take pride in their store, do a good job, keep the place clean, act nicely to the customers and work hard: This DOES NOT MEAN that everyone does! Truly, we have plenty of evidence of this! Not every single Starbucks partner is committed to doing a great job!

[suendercafe]

I read your analysis and as expected it reads like a DM walk-thru. Back in the day when I would do store walk-thrus those are the types of things I would comment on, cleanliness, staffing and so on. The next thing I would check, which you omitted here, are the Customer Surveys, and Customer Relation feedback this store gets. Despite your comments that are targeted towards store operations, they do not directly speak to the customer experience which over 2,000 customers and still counting seemed to feel was just fine. The artwork you spoke of on the windows was to match the interior Summer Hula decor which has passed several DM visits but perhaps since the store is slated for closure, those things just don't matter anymore.

The store gets quite a bit of traffic from the 2 high school crowds and the neighboring Baskin Robins that uses all of Starbucks tables since they do not offer them outdoors.

Since the store has been slated for closure, the store has lost several of its partners, hand picked by stores remaining open. The store is no longer allowed to hire up and since you did not indicate what day or time you visited, I am guessing it was in the mid afternoon?

I never denied we had a drive-thru(check the blog) only that the Main St.customers do not see that as a second Starbucks choice. I noticed that you did not mention that you sat outside. I am sure you would agree sitting next to the freeway was not your first choice. Just so the audience can compare the two locations, here's the link showing the two locations where you can view a full 360 degrees:
http://suendercafe.squarespace.com/sos-save-our-ripon-main-st-sta/2009/6/13/downtown-main-st-store-customers-not-fans-of-jack-tone-freew.html

Ripon residents refer to that side of town at the Truck Stop. I will not argue what you perceive it as.

What I will defend is the communities desire to keep the store open. So you spent an hour here and have determined you agree it should be closed with an F rating.Well, I challenge you to revisit, actually engage with the customers, and get to know why this community loves this store.It's not about napkins,dirty tables, gum on sidewalks and other store maintenance stuff that were checked off in your inspection.

If you have chosen me to be your latest store closure casualty target then go ahead,but as noted before, I wont be spending my energies on this site.
I think we can all agree to disagree on what the fate of the store should be. I have no doubts the comments support that. It's people like me that give you guys something to talk about....enjoy!

[Hiroshi Shimabukuro]

You should check out the Starbucks in downtown Los Angeles at 555 W 5th St. You would have a ball with the shape that Starbucks is in. Let's see, every morning homeless sleeping in the chairs, people handling the food they don't buy with filthy hands. Bathroom you have to pay $.25 to use. Chairs that are so dirty they stink. And last but not least, people asking you for money or coffee when you are trying to make a purchase or enjoy the ambiance. The staff thinks this is quite amusing and say it is downtown L.A. what do you expect.

[StLouieDrip]

Newsflash:

Just because some people do not take pride in their store, do not do a good job, do not keep the place clean, do not act nicely to the customers and do not work hard: This DOES NOT MEAN that everyone does not do these things! Truly, we have plenty of evidence of this! Not every single Starbucks partner in a closing store has abandoned their commitment to doing a great job!

[(former) FLA SM]

"I bet if you visited all the stores slated for closure, all would be graded F."

I'd bet the opposite is closer to the truth. My (former) store was targeted for closing as part of the first wave of 600+ closing stores and we were forced to wait a full six months before finally getting a closing date. Six months of knowing we were going to close but not knowing when. (Mmmm, respect & dignity.) My crew & I made a point of being as clean and friendly as possible. Not that we weren't already up to Juan Valdez standards, but everyone was afraid for their jobs and wanted to make sure that we put on our best face so as to ensure a transfer to another store rather than being severanced.
Unfortunately, despite the constant reassurances from our DM (thanks for the six months of lies!), every employee from my store was cut loose except one. After three or four other stores closed in our area before mine, there was no room to transfer anyone from my store without losing the suck-ups and brown-nosers already in place.
If you work in a closing store, I'd think you would work extra hard to shine and show your value to the company so as to earn a transfer to another store. However, if you already knew you were getting the axe, I can see why apathy would reign.

[green_cup]

@suendercafe | June 24, 2009 at 11:48 PM

You should know I am typically no fan of these columns, as they seem to serve no purpose in general. That said, this posting is the opposite as it has purpose beyond just grading a store with some sort of arbitrary rating. It serves to do a follow-up on something most of us read a few weeks ago that you posted (heavily) about.

Anyhow, while I'm sure Juan walked in in this typical fashion, one cannot use arbitrary standards when discussing the utter filth of a store he/ she describes (if it is truly that disgusting.) That said, I believe him/ her. The store's slated for closure, has lost people (from what you've said) and no one's been replaced. It's in an undesirable location (per the map you posted) and, well, why would it be clean?

"Your" store's being closed, it's not as good as you told us, it seems to be a pit, the employees just don't care... why do you continue to fight for this store? It's going to close. No one's telling you to take your cause and close it up (website and all), but you're wasting your time otherwise.

Further, clearly you continue to visit this website. Otherwise, you wouldn't have posted. It's your use of energy that's disgusting: you decide that the "energy" on SG isn't up to your standards, yet you use (waste) your personal energy on such a worthless cause? Pot, please meet kettle. Thanks!

[suendercafe]

To @green cup I only revisited the website yesterday since it showed up in my Feedjit recent visitors, otherwise I would have had no idea about this secret store-walk thru.

So you are right, the store may close. Or it may not. The article was rough on the store and the employees and that's too bad.They are the ones feeling the pain from this article, not me or the thousands of other customers.

I never said I was closing up my website(you guys should really read the posts before you comment on them).

I can only guess that hits are running low here on Starbucks Gossip and Juan is looking for a way to fuel some visits to his website. It certainly has improved mine.

What I find amazing is that Juan thinks that we value his opinion. We don't even know his real name?? Even a professional critic uses their real name. To think he can stand in for Howard Schultz, what an ego.

Gotta run to may filthy(per Juan) store and get my daily java! Enjoy your day!

[chris]

juan,

that first store you graded F sounds exactly like every single store in the city of London. seriously, it's that bad in the United Kingdom as far as sbux is concerned.

oh yeah... german sbux need help, too. the ones I visited are almost always deserted (the one across from my office at hamburgs gaensemarkt seriously always is), which may have something to do with the truly obscene prices they charge here. it's really nothing like the great sbux experience in the states.

[BOSTON STARBUCKS REBEL]

Under Brewed Coffee Availability you are only allowed to brew BOLD during the peak period for drip coffee.

[green_cup]

@suendercafe | June 25, 2009 at 09:54 AM:

First, your response is hilarious! I mean, come on! So ridiculous. I hardly ever agree with "Juan" here, but, as someone put it to me a couple of weeks ago, who's to say your opinion is any better or worse than Juan's, mine, the SG Webmaster, Melody's, or anyone else? As I realized, it's no better or worse. You just come off in an extreme manner, to the point of being flippant and rude. Your opinion and points are heavily discounted due to this, I suspect.

Anyhow, I'd like to counterpoint your argument in regards to you stating people do not read what you say:

Regarding:

I never said I was closing up my website(you guys should really read the posts before you comment on them).

Maybe you should be the one reading other people's comments before you respond. I never said you were closing up your website (unlike your store, of which is closing). I actually said quite the opposite: "No one's telling you to take your cause and close it up (website and all), but you're wasting your time otherwise."

As you so said to many others, maybe it's you that "...should really read the posts before you comment on them..."

Thanks, again!

(PS: I hope you enjoyed your filthy store today. It goes to show that some people have no benchmark for what they'll eat from where. Of course, this is all per Juan [of which, I'd probably say is right on this one -- did you see where this store is? Practically on the highway!])

[CamSpi]

Can't we all just get along? :D

[Ugh]

Your analysis is always so convenient, and half the time I think you just make it up.

"Hmmm, wouldn't it be interesting if I just ignore this barista as he/she probably calls out my drink 3-4 times just to make my review worse..."

If you are setting out essentially to prove wrong an individual who has a strong opinion (as your article clearly slants early on) you are already biased. You did not walk into that store with an open mind, your reviews are written in a "guilty until proven innocent" fashion and i'm sure any former employees are glad to be rid of you.

[lisad10670]

Juan, our store is slated for closing. we are at 7910 lower sacramento rd., stockton, ca. would love it if you came by..and note that, altho we are closing, we still have one of the cleaner stores in the area, give the best customer service - even if we dont have a full crew - and all with a smile and enthusiasm as tho it was the first day we were opened..come see us