Let's get the always-lively weekend OPEN THREAD going!

There's a reason why the OPEN THREAD always has 100-plus comments -- it's a great place to discuss anything Starbucks-related (in a civil manner, of course). || Jump to the second page of comments.

Comments

[so disappointed]

Still Venting,
Remember when we took the "To Do" lists seriously?? I do. Now, we don't even read the daily charts. I doubt we've had time to do any of the weekly or monthly maintainance / cleaning in about a year. On the occassional slow or rainy day, the motto is, "cut labor" not clean.

[PissedOffInCanada]

I think I may get myself fired.

He came in again today. He is a customers, who comes in regularly, and orders a "large mocha." I point to the cups we have labeled near the register, and asks if he wants the grande or the venti. He says, "I want a large." He then proceeds to tell me (again - this has happened before) that he doesn't speak Italian (last time I corrected him when he said it was Spanish) and that when I deal with English speaking customers, I should speak English. I explain to him that I just want to make sure he is getting the size he wants. He proceeds to tell me (again) that he teaches customer service, and that I shouldn't argue with a customer. (When he first told me this he said, "I teach customer service for big companies like GM, and sometimes even small companies like Starbucks.")

So, I have decided, the next time this a$$hole comes in, I am going to get someone else to take his order. If nobody else is available, I am going to tell him exactly how I feel about him. I would think teaching customer service would make someone a better customer. Needless to say, if the opportunity presents itself, I will be letting this guy know exactly how I feel about him. I keep this job because I enjoy it. I enjoy my partners and customers. But, I have me education, and am not locked into working here full time. It might actually be worth getting fired (although I would probably quit immediately after my rant to save my SM the trouble.) That, and I know all of the other partners in the store would absolutely love hearing this guy get put in his place.

[Melody]

I'm with you smile. Sometimes it sure seems like customers just get raked over the coals at this site. Bob probably remembers the Starbucks of 1999 where there was always a ton of coffee on the brew, ready to go, (and hold times were one hour), and your drip coffee was complimentary if you had to wait for it to be brewed.

The barista here did the right thing in simply getting the coffee going and acknowledging the wait time. The next step would be the barista gently bringing Bob in the year 2009 and explaining that Starbucks now brings customers fresher coffee with smaller batches and shorter hold times, and because of this change, there no longer is a policy of complimentary coffee if one must wait for the coffee to brew. That's it. No need for hostility or anger. Attitude makes all the difference in the world.

On another topic, CamSpi thank you for the blog shout out. I've just updated it with a LONG educational piece on how Sumatra is sourced since coffee on the island of Sumatra has a totally unique processing technique. I find it fascinating, but I admit, it's a long read.

[smile]

Thanks Melody :)

On another note, I was REALLY surprised to see Via in the grocery aisle at Target!! Has anyone seen it anywhere else? I didn't realize they were going to be selling it outside of the stores.

[Jack Smash]

Just saw the first VIA commercial during SNL, here we go partners!

[feministabarista]

I am a Starbucks Store Manager, and partner of 9 years, and I just turned in my notice this week. I got a really fantastic offer for a new job and can't turn it down. I began exploring other options, after almost a decade of thinking I'd be happy at Starbucks forever, but the last 2 years have really worn me out, and the inspiration that used to drive me forward has long been replaced with shere indurance, and it is running close to the bottom as of late. I have to say, I feel as though I am leaving Starbucks on really good terms- just got my last review, a CE... in some ways its a sign of the times. When I began looking for other opportunities, I was motivated by a combination of frustration with the lack of respect that I feel some of our policy changes over the last year have been delivered with, and a sinking realization that it had been a long time since I'd made any progress toward growth or development in my role... I've poured my heart into it, and I'd be lying if I said I don't feel a little used up in the end. I wish it didn't have to be this way, but I just don't have the energy to swin upstream anymore in this environment. I wish all you partners out there all the best. Maybe we'll meet again someday. Until then, I'll be a loyal customer. I deffinitely can say the best years of my life were spent making the best coffee in the world, with some of the best people there are. Much love. Onward.

[WanderingBlossom]

Pissed off in Canada.... Give it a rest, he wants to order Large, then fine. You know what he is talking about, give him a large. Making the customer say Venti is a form of control and he doesn't want to... so be it. There are so many bigger things to worry about.....

[spence]

Feministabarista,
Congratulations! I hope you have a wonderful life.
I too will miss Starbucks when I'm gone. It used to be a great ride. Now, it's just stress. It's sad that a person cannot meet expectations. Time doesn't allow it. I'm tired to leaving my shift exhausted and not having set up the next shift for success. I'm frustrated that we do not have time for weekly or monthly maintanance and then get bogged down under broken machines. I'm sick of trying to repair things with electrical tape. I'm tired of working 2 man deployment and if there are 3 people it's only because of meal breaks. I'm tired of skipping my meal break but clocking out anyway. Gee. I cannot imagine why you are leaving. Oh, and let's not forget that insurance is no longer much of a benefit. Literally, it takes me 30.1 hours of working in a two week period to pay for my new insurance plan. That is not a benefit.

[Melody]

@Smile - I know that I've seen Via at Costco here in Seattle. I didn't realize it is at Target too, but then I don't think I've ever seen a Target with a grocery store.

@feministabarista & spence - I truly hope your new adventures are just as rewarding as Starbucks was. Congrats on the new job feministabarista. Come back and post on SG as a customer! :-)

[Burned Bean]

@ feministabarista - i am SO happy for you! it feels good when you finally make that change out of starbucks. i was a partner of 8 years. i didn't realize how toxic that environment had become until i was gone!!

[abe]

VIA EXPECTATIONS ?

how are we ever gonna meet these goals?

50 reasons to buy via:
1. its as easy as making tea
2. backpacking/camping trips
3. when u stay at a crappy hotel with
their crummy cofffe maker,use via
4. hi-colonics ( black lable use)
5. it's cheaper than buying brewed coffee at a sbux store
6. sprinkle it on vanilla ice cream
7. put it in brownies
8. stocking stuffer for christmas
9.
10.
11.
12.
............................

[Venti Americano]

@PissedOffInCanada

Surely the right thing to do is make the most expensive version of his drink possible?

And good golly ... "I teach customer service for big companies like GM" ... way to find a strong, stable, successful company with which to associate yourself.

Only real tools talk patronizingly to Starbucks partners. Decent persons are above that, and those who genuinely believe they're superior wouldn't bother.

[was a Tech]

there are 26 letter in the alphabet, starting with,
A=1
B=2
C=3
so on
some people state that they will give and some what you to give 110%

Add up the word Bullshit, and you will know what they realy want from you.

So I will give Starbucks 110% every Day.

Because that is what they are giving me..

[Myron]

This was weird. Just had a barista at a Starbucks on Newbury St in Boston get indignant about my order -- Venti Americano in a Grande cup. Her objection: I was getting a quad shot Americano for 50 cents less. She refused to ring it up. Then she told me "That's cheating." The other barista interceded & I got my drink. The only reason I know to order it that way is that 2 years ago, baristas at several Texas locations suggested that, to save $, I should order it that way. I don't mind her being confused about it; I wasn't pleased when she accused me of cheating

[Aces of Eight]

Well according to policy myron you should be charged according to the amount of shots you use. That is in the big, I don't know why those barista's told you that, because they were very confused.

The standard is that for Americano's you are charged for the beverage size corresponding to the amount of shots you used.

So say, a grande is 3 and a venti is 4, so if you get four shots you should be charged for a venti.

However, this barista did not handle it well. They should have given you your drink for free, because that is not at all a legendary way to deal with the situation.

The barista should have said "Normally I would have to charge you for the price corresponding to the amount of shots you use, but it's no big deal, I will give you the grande price this time, just letting you know for the future."

That way the barista is both letting you know about policy, and just saying yes at the same time.

Accusing a customer of cheating is not the right way to go about that situation...

[Aces of Eight]

Myron, to clarify further, say you ordered a quad tall americano, we are supposed to charge you for a venti. However, if you order a double venti americano, we charge you for a tall. You ordered a triple venti americano (aka, a grande americano in a venti cup) THEN you should be charged for the lower grande price.

The barista was right about policy, but totally wrong on how to deal with that situation... I am sorry you had an experience like that. That's not right.

[me myself and I]

I do see why people might be confused at first, but she should never accuse you of cheating. Starbucks has a lot of those things where you just need to know how to order to save a few cents. Good for the customer who knows that. (Ever wondered why a L add CDL-syrup is 40 cents cheaper than a CDL?)

It would be cheating, if you twist a drink entirely (like no water americano mistos, they are lattes with extra shots and should be rang up as such), but just ordering in a different order or cup size surely isn't.

Espresso Macchiatos are up for debate. I would accept filling up a short cup, but if someone wants me to put it in a venti cup and add foam all the way to the top I'd politely inform them that would be a venti bone dry cappuccino.

[Kitty]

This Americano thing is really weird.

In my market (Europe) it doesn't make a difference if you ring it up as a Quad Grande or as a Venti Americano.

A Tall Americano costs as much as a Doppio Espresso (since it is just that plus water) and you just add 50 c per cup size - and 50 c is the price of an extra shot as well. So no matter how you ring it, you just pay for the amount of shots you get.

Seems the most logical approach to me.

[me myself and I]

Apparently there are people with a brain at Starbucks. They just work in Europe...

[Dee-Dee-Dee]

I was getting a quad shot Americano for 50 cents less
posted by MYRON

Yes you are the customer who cheats and is always trying to get something for free, even something as little as an espresso shot, your cheap, and I hope that they stop serving you and your kind...we call these types of people bandits and put a star on their cup when passing it down-Implying DECAF & custom foam!!

Cheaters never win and Winners never cheat, ok sometimes!

[Liis]

I am a starbucks fan and have been buying my 2 daily Venti Lattes from there forever. Today, nice surprise, as I was finishing my Garden Salad from there, I found a dead FLY in it. Pretty gross, luckily I did not swallow it, but the image of it is literally trying to make me sick. I was eating at my desk in my office and no, I don't have a swarm of flies buzzing around me.

[Melody]

Has everyone turned way more angry lately? Please don't rake customers over the coals for trivial things. Lordy. You have no idea if the guy who buys a Venti Americano also buys a pound of coffee a week, or whatever. And I have no doubt, the cost, either way, more than covers the cost of the beverage.

There was a time when baristas were not completely zoned in on the tiniest of little things, and cared more about making sure the customer would come back again and again. How many times do baristas give their regulars and their friends a little free syrup or a free shot or find a way to charge a little less for a beverage? The right-hand is being generous with friends/regulars but the left-hand wants to scold the man who thought that ordering a Quad Grande in a Venti cup was fine. Just be gentle and re-educate the customer.

It just seems like things have gotten way angrier on this site recently (and MSI as well).

It is not the returning customer regular who causes a great loss to the corporation. Internal loss is still the most significant. And I would suspect that things like the 'free Vivanno coupon' which got sent to half a million Gold Card users, and THEN the image of it uploaded and re-distributed to thousands and thousands more people for whom it was never intended ... It would surprise me if Starbucks gave out close 700,000 to 800,000 free Vivannos with that mess.

[Melody]

Oops that should be "wouldn't" surprise me not "would".

[FLY AWAY]

@ Liis
that's an additional topping and cost extra!!

That sucks I'm never eating those salads again, as a matter of fact I'm throwing away the one that I got today... dirty salads is what they should be called...

[@ MEL]

Hey MAMI MEL

If I give away that free shot of espresso (or syrup) I run the risk of getting fired from the BIG dogs who hate the UNION and are looking for these little things to stump the movement, so I'm sorry but I have to watch my @$$ you know, scum-bags are all over in our company and they use that for termination purposes, so I follow the flow and make the profit which our company needs, if you want something pay for it, thats the way the real world works..

Recognize that profitability is essential to our future success.

[@ COUPONS]

At my store, I hate to say this, but we don't accept any coupons, except rarely the recovery ones, I told you my SM makes that Bonus, so strict rules apply on the floor but once you get the hang of how it is run, you get over being the "charity" starbucks and start making real money for the company, then the workers take over the direction and everyones happy....no tolerance for cheap-o's

And if any store let the customers scam them with those coupons cause they are dumb, the SM should be fired for not paying attention to what's going on, I catch people trying to give me fake money all the time, I take it and if they want it back I let the police handle that, they don't wait around and now everyone has these fake bills hanging in the store by there mailboxes, hilarious!!$

[Christinschu]

AMERICANOS ARE CHARGED BY THE SHOT!!!

A quad grande is rang as a venti
A double grande is rang as a tall

Grrrr....

[morningbecomes]

ditto, Christinschu, et al. Americanos are charged according to number of shots received, not cup size. Look in your BRM for clarification.

[etech]

TECH FORUM CALL 09/29/09:
Did any other techs change their minds about working for FSN after today's tech forum call?... for those of you who missed it, during the national tech call, representatives for FSN could be heard losing their sh*t. Apparently, they were not aware that their phone was not on mute. Yelling things like, "Get the F**K out of my office Bill!" "You told them I was here, get the f*c& out of my office!!" Impressive... Yes, it seems to me that we are two companies "culturally" aligned. MUTE. "Your slip is showing"