I've never heard the threats of "corrective actions" in the years I've worked for Starbucks as I have now. Even now the bar on QASA has been raised to 100% and if you make below a 95% the SM gets a corrective action and a phone call from the RDO (Regional Director of Operations). Woe to the stores that don't hit the 200% to goal on VIA sales in 5 weeks of the 7 week promotion. That was the bar that is set for us and I imagine daily calls to the stores from nervous DMs asking for sales numbers will be the norm for now on.
And another comment:
We are being THREATENED into selling VIA.....and it's scary. Because we didn't make goal today, our Regional and District Manager will be in our store in the morning to see what's wrong. We've pushed VIA to every customer we see, and we're not making goal. I'm so frustrated and nervous about this launch, and it's become a hostile work environment, and we're being told it's okay to guilt customers into buying it, whatever it takes to make goal.
I'll pay $100 to a store manager who gets a "corrective action" call from an RDO and tells him/her to "go f-- yourself." (Tape of call and name of RDO required for payment. Only two "prizes" will be awarded. Sorry, I'm not rich.) || Jump to the third page of comments.
We care more about selling VIA than making money.
Posted by: Will | October 02, 2009 at 11:49 AM
I can't even tell you how heartbreaking it was for me last weekend when I opened a cabitnet that is usually full of the most amazing hard to find coffees starbucks carries (we are a Clover store) only to find boxes and boxes of Via instead.
My store has worked very hard to get customers to be willing to pay twice as much for TRULLY EXCELLENT coffee with the Clover system, and now we cannot give Via away.
People will take a sample to be polite and throw it away after one sip. We cant get people to drink a single ounce of this FOR FREE.
Starbucks needs to stop trying to force one sized fits all programs on nationwide markets. Via might be a good product for the supermarket division at half the price, but it makes no sense whatsoever to sell it in the cafe stores.
Frankly if DMs and upper management are being half as threatening as people say they are Starbucks will have a bigger problem on their hands, unionization
Posted by: frozen northland | October 02, 2009 at 01:14 PM
frozen northland,
I agree with your sentiment. VIA belongs in supermarkets and it is way over priced. I don’t mind it as a product. For instant coffee it is good but it doesn’t belong in a coffee shop.
I also think you’re right that Starbucks is going to have huge future problems as a result of their fear tactics and threats to all partners at every level. I don’t think the problem will be unionization as much as mass exodus of good partners. It truly is a drag to work here now, where it used to be great. Starbucks has already lost many good partners as a result of poor management decisions and outside hiring practices. This will only increase because growth opportunities within the company are extremely limited. They don’t promote partners from within they seem to do more and more hiring from outside the company. Also, the unreasonable goals they set are draining to everyone and frankly their expectations are unfair. Upper management is so out of touch that they don’t know how or what goes on in a store. They don’t help their labor base at all to reach the unreasonable goals they set, they just keep adding more and more to the workload. They also come up with crazy ideas that negatively impact every job of the retail partner on a constant basis. It’s as if they are trying to sabotage their own company. Starbucks has become a hostile work environment and it will come to bite the leaders in the butt after the job market turns around. The good partners will leave and the poor partners will be left to replace them. Then Starbucks will be in trouble like never before.
Upper management has forgotten that we are in the service business yet we do our customers a disservice with every new attempt to put our hands in their pockets. Longer wait times tell customers we don’t care about their needs or respect their wishes. Our products used to be top quality and now due to lack of training and automation they’re just OK. Our stores are dirtier now because of the lack of labor and look worse because of broken and unmaintained equipment. No one can get an edge on anything because upper management changes directions all the time and concentrates on something entirely different month to month. It is madness and it makes working at Starbucks unrewarding, unfulfilling, and continuously frustrating.
Now, to those corporate cheerleaders that say “well, just quit” or “nobody is making you work here”, I say you are right. We will just quit. But we will do it on our terms, not Starbucks terms. As they have used us, we will use them right back. I’ll get a new job along with many of my fellow partners. You cheerleaders will be left with the stooges that couldn’t make it at another company. I say to you good luck and enjoy the unfriendly and disingenuous third place atmosphere Starbucks has become.
Posted by: Sick of Howard!!! | October 02, 2009 at 02:45 PM
The VIA pressure is one thing...I can handle sales pressure, numbers, quotas, etc....that can be delivered on depending on your motivation skills and how aggressive you are willing to be. But being told yesterday by my DM that a less than 90 QASA score by any SM is not just a corrective written action now, that has been changed, you are terminated immediately...that is unacceptable SB and hope you have your A-team Law firm ready for the suits to fly. So if I am doing my QASA audits/results within standards per my DM visits and my auditor is having a crabby day and decides to give me an 89 because a pitcher is not turned upside down or a container is not labeled...I am fired? WOW, talk about a motivation drain right before VIA weekend..thx SB for your continued support :(
Posted by: Bruce | October 02, 2009 at 02:51 PM
Here is a sad story!!! the first day of the VIA my partners made the most money in the area...they had the highest sales...today my DM came to store and did not say one word except"your via display is in the wrong place! and proceeded to move it when I had a line out the door...did not lift a finger just moved fixture and said goodby and left...hows that for top level motivation.
Posted by: Vic Via | October 02, 2009 at 05:50 PM
@Jive Turkey and Transatlantic
I have worked for a number of food service companies and been a manager for a few. What I have learned is that you will never get your labor back, once the company sets a new level of productivity there is no going back. Possibly Sbux may once again allocate deep cleaning time or a little more admin time for the SM but not for floor coverage. Transatlantic yes labor is based on the amount of work going into service but the idea that Jive Turkey was making that possibly Sbux would reconfigure how it is that labor is calculated. For example every store depending on hours of operations has a minimum number of hours that they get even if a single person doesn't walk in the door...basically enough to have two people on the floor at all times (though sometimes minimum labor is not enough when you have get change orders and other stuff like that.) Currently all stores are operating at 96.7 of what Sbux use to deem appropriate labor levels as a cost cutting measure. Starbucks will not recalculate it to where we back at 100%. If you think you are getting your labor back think again...economists and business leaders say one that the silver lining of a recession is that it teaches us how to be more efficient going forward and they are right but it will be on the back of the remaining partners.
Posted by: nothanks | October 02, 2009 at 06:01 PM
I receved my review today rated ME well on my way to CE so I was told would probably be CE next round if things continue as is. My increase was 1.5% DM said actually surprised that they are giving out increases at all given the entire economy. So...I was just wondering all the other managers out there what % have you been given and if this really is consistent. Has anyone Manager or DM received anything higher??
Would love to know....just curious!
Posted by: curious | October 02, 2009 at 07:43 PM
I'm really surprised at the negativity. I'm not saying I disagree but I'm a barista and I was in charge of the taste challenge. I was pressured by anyone nor did I skip the "good morning, how are you doing today (with sincerity)?" I gave our regulars recognition and did not show disappointment toward anyone whom wasn't interested in trying or buying. We did well on our sales and beat our goal (I overheard) but we also have a large military customer base and are located near an international airport. I think it will take some time getting used to. The only thing that I don't agree with is that corporate is trying to act like the Via tastes just like brewed coffee but we all know it doesn't. Good thing is, customers agreed that it does not taste like "instant coffee".
Posted by: Laura | October 02, 2009 at 07:54 PM
corrections to my last comment. I meant that I was in no way pressured to push sales!
Posted by: Laura | October 02, 2009 at 07:55 PM
@nothanks
Thank you for clarifying my thoughts. I know that the labor we earn is based on the complexities of the products we sell. I know that there is a slim to none chance that the company will give us back the labor we once had, but my hope is that with a stronger financial backing, the company will no longer be able to justify the cutbacks and perhaps be put into a position where they need to provide hours for the stores in order to maintain their current staff.
Posted by: JiveTurkey | October 02, 2009 at 09:32 PM
Labor will be cut again in the near future.
Posted by: petie | October 02, 2009 at 09:51 PM
VIA is a wrongly priced product being introduced at the wrong time.
At almost a buck a cup in the US- and that's ONLY for an EIGHT ounce cup, get real! WHAT WERE THEY THINKING ???
Many decent brands of instant coffees already exist in stick/single serving form, and they ring in at about 1/8 to 1/7 the cost of a VIA stick! So, regardless of how many years this product allegedly took to develop; and i say again, it's a wrongly priced product being introduced at the wrong time. This VIA product should have been shelved, without any additional funds WASTED/given to promotion. INSTANT coffee is certainly a BIG business in the global market; but not at ANY price. FURTHER- retailing ANY COFFEE product at OVER $450 a pound is beyond my comprehension!
WHAT WERE THEY THINKING ?????
Posted by: Starbuckscard | October 02, 2009 at 11:53 PM
Hi there to partners n customers, Is not the Sbux is using scare tactics but is the negativity of some partners to execute the promotion, mosty seasoned partners, they think the is not part of the jobs or are use to just looking preaty doing nothing.
The job at sbux has change, is not longer a summer job to the teenager or part time for the mom, ,just think about the waiter at the restaurat who tell you the special of the day this is a food service/ custumer servise job.
Is plenty of people looking for job the will follow direction and be HAPPY they have a JOB.
We have to execute the promos and deliver or else .
Think about is not just your job also the SM , DM , RD the guy next to you.
Posted by: JULIO 11 | October 03, 2009 at 04:14 AM
Judging by the literacy level of JULIO 11, I'm guessing he must be one of the suits at the corporate office who come up with stupid ideas like Via, Vivanno, oatmeal, pairings, labor cuts, coffee cadence, etc. Keep it up, Julio! You're doing a "preaty" good job!
Posted by: (former) FLA SM | October 03, 2009 at 05:09 AM
ALL of you that have mentioned that your stores/jobs are being threatened in a hostile work environment are correct. It is the same in my store. I am getting so sick and tired of hearing "you have to sell $75 a day. It is an EXPECTATION that you do it or you need to rethink your position here at Starbucks". Is that respect? Is that motivating? The morning does pretty good (busiest time of day) mid shift dies down and closing practically nobody wants to even hear anything but "your drink is ready". People are walking out of the store when they see the lines are taking longer because we have to push push push almost to the point of holding a gun to their heads and threatening their lives and families. Not all stores will have good sales and it is not really anybodies fault (unless they are not suggesting it at all).
It has become a used car dealership environment at my store. It is like we are all working on commission and getting cut throat to sell.
Starbucks was like going to Disneyland when I first started. Now it is feeling like forced labor. They make you feel if you do one little mistake you are loosing your job. Starbucks is not the fun place to work anymore.
My Doctor even had to put me on medication because I have now started having panic attacks (not just from VIA but from working at Starbucks period). I myself and about 95% of my store is looking for another job. WE ARE FED UP!!! Instead of the police blue flu Starbucks needs the "Green Flu" day. Then what would they do? They can't fire the whole company.
Sorry if this is rambling I just woke up and I go here first.
Posted by: Shift Supervisor | October 03, 2009 at 08:35 AM
Judging by the literacy level of JULIO 11, I'm guessing he must be one of the suits at the corporate office who come up with stupid ideas like Via, Vivanno, oatmeal, pairings, labor cuts, coffee cadence, etc. Keep it up, Julio! You're doing a "preaty" good job!
Posted by: (former) FLA SM | October 03, 2009 at 05:09 AM
Haha! Zing!
Posted by: green_cup | October 03, 2009 at 09:01 AM
And don't forget that the RDOs get a $2000 bonus for reaching target!
Posted by: theyknowwho | October 03, 2009 at 09:52 AM
quit whining and sell the product ...it is your job...my partners i actually providing legendary service because they are using the conversation techniques the managers were supposed to cascade down.
My partners are making a personal connection and relating via to the persons lives.
Do you people not want your stock to go up? dont you want to cash in on your free stock money when it goes up because of this product? if you dont want to sell anything then go be a secretary or work in an environment that is not called "retail" or even "restaurant sales".
We are a sales business...get your mind right...we are working not chillaxin and making a latte every few minutes.
quit whining and start working!
Posted by: gamgr | October 03, 2009 at 01:37 PM
I, too, do not understand.
Companies do this all of the time. Who here protesting Starbucks is protesting
Every
Other
Company?
Hypocrites. A new product comes out and I am told to sell it the best that I can. I actually have fun with it AND please my bosses. Starbucks never lost it's fun. You do not have fun if you don't make it fun. I need to keep this job. Stop whining or just get a new one. I hated my last job and i bet you can guess what I did to fix my life?
I quit.
Posted by: Barista | October 03, 2009 at 02:31 PM
"Sick of Howard!!!" you said it perfectly. Most of the partners that haven't already left are looking for new jobs now. As soon as the economy turns around and jobs start opening up Starbucks is going to be in a sad place because all of the partners that deliver legendary service and put in the extra effort will be gone. I know three managers in my district that are actively looking for new jobs now, all of them have been with Starbucks for over 10 years. I am a 10 year partner and I am at the end of my rope with the company. I plan to quit after holiday, even if I don't have a new job, I just need the extra money for presents.
My biggest complaint about how Starbucks is now from how it use to be is that, Starbucks says they deliver a unique experience or the "third place" but it feels more like a used car lot or fast food now. If Starbucks wants us to make more sells then pay us on commission like every other sales based job. Starbucks use to be a good high service based company that offered good product, now Starbucks is turning into a sells based company who is asking their partners to do both but not paying them for it. Starbucks can't have both in the long run, partners will leave and the customers will follow.
Posted by: Going over to Peets | October 03, 2009 at 02:39 PM
Julio 11,
If you speak English as coherently as you write it than you are a perfect example of what will be left at Starbucks after all the good partners find new jobs. God help the customers.
I’m not even sure what you said in your posting, but I’d buy a three pack of VIA from you just for the fun of hearing you explain to me how to use it.
Posted by: Sick of Howard!!! | October 03, 2009 at 03:29 PM
Dear Sick of Howard!!!,
Since in the wisdom of your American Forefathers- ENGLISH was NOT made the official language of The United States- what's all the fuss about ?????
Communication takes two, and customers are also part of that equation.
Sick of Howard- No matter how eloquent you may believe your English to be; there will certainly be many customers for whom all they will hear is gibberish! And, all the time it should be remembered that THEY ARE CUSTOMERS too, and deserving of the same level of respect as any other STARBUCKS customer!
Posted by: Starbuckscard | October 03, 2009 at 04:28 PM
It's been a while since I have been in this blog and things have changed...for the worse. Post after post indicates that much of the staff is melting down under pressure to plug VIA. In counterpoint – we see Sbux agents of influence posting their very transparent counter-prop (evidently right from their cubicles at Sbux Corp to judge from the content). This just adds dada to Planet Sbux and hence increases the entertainment value of this blog.
Such fantastic scenarios Sbux advert flunkies imagine, for the use of VIA…lets see….climbing some mountain somewhere…(wow I did not know there was such a huge demographic of mountain climbers eschewing caffeine laden power-bars in order to haul the gear to boil the water for VIA)...or...oh yes - trying to convince that jaded flight attendant to walk back 30 rows to the galley for a cup of hot water (“and toss in a couple of creams while you at it hun..”) . My fav? -that Sbux apologist a year ago who suggested (no really) – that you use the warm tap water in your hotel room in Europe to make VIA.
…Note to that person: Have you been to the doctor lately dear…make sure you get your intestinal tract checked out.
…And like I’ve called since the beginning of the VIA hype - within a couple of years VIA will be your only choice for coffee at “Starbucks” branded stores. VIA will be folded into the coffee processes of Sbux “Starbucks” stores, in order to eliminate the labor costs involved with drip. An individual cup of coffee will be produced by pressing a button, just like Sbux espresso is produced now. The product will be sold at a lower price to the consumer in an attempt to gain market-share against the donut shops. Drip coffee will be redeployed to high-end “gourmet-branded” concepts that Sbux is stealth-testing soon – in an attempt to gain market share back from the Indies, Peets, Caribou etc.
This is why the success of VIA is so very important. Sbux has a future in mind for VIA beyond the niche of instant coffee.
This is great entertainment…watching a formerly groovy company that once sold a pretty good product continue to devolve into a very cynical fast food outfit
Posted by: cactusmush | October 03, 2009 at 07:33 PM
@cactusmush
why even waste the time creating that utterly ridiculous post. Seriously. You sound like a wacko conspiracy theorist. Print your post and reread it in three years and laugh at yourself.
Posted by: come on | October 03, 2009 at 09:23 PM
@ Curious and SMgal...
Hey there----
I too was curious as to what other SM's were receiving as an increase. I received a 3% increase and my rating was a ME. My DM told me that I was on the "high end" of Meeting expectations...What a joke!
Posted by: utahSM | October 03, 2009 at 10:13 PM
@greencup "Question: What's all of this about 200% of goal? Shouldn't the goal just be whatever number of Via that makes up 200% of goal and then call that 100% of goal? That's just dumb."
Yes, it is dumb. But that's what's happening. And somehow even 200% isn't enough. For example, my store's "goal" is around 30 dollars, so our actual 200% goal is 75 dollars. If we only sold 30 dollars we'd probably be yelled at for hours by our DM. Likewise, hitting 75 dollars isn't even enough somehow. They like to round up the goal, so our ACTUAL ACTUAL goal is to go over 100 dollars.
And somehow, all of this is supposed to foster a positive work environment which results in happy workers and happier customers. Ha ha ha! They should make sure that Howie never gets hold of a gun, or else he will immediately unload a clip into his foot.
Posted by: ICU | October 04, 2009 at 04:34 AM
@ICU: I know it's wrong, but that's the most retarded thing I've ever heard of. Ever.
"Now this is your goal, but that's not your actual goal. It's the stated goal times two and then rounded up to the nearest hundred dollar mark."
WTF is wrong with SBUX?! I feel soooo bad for the people working there.
... and just to think: it's *just* instant coffee. Hmm.
Posted by: green_cup | October 04, 2009 at 11:22 AM
Dear Starbuckscard,
I agree with your post regarding respect of all people and their heritage. English is not the official language of the USA but some competency is required to perform certain customer oriented tasks, such as sales. Some customers may not be able to speak English very well but in most (not all) parts of the USA English is essential. This is especially important now that Starbucks has created the world’s most complicated and high maintenance coffee drinkers and now requires partners to be excellent sales associates too.
The postings I usually create have more to do with the lack of respect and dignity that Starbucks shows their partners (and now their customers also). A few years ago Starbucks had the attitude of “if you build it, people will come”. They had to rethink that philosophy because they were proven wrong. Now they seem to think that no matter how you treat partners and customers they will stay. I’ll bet they are wrong here too.
Starbucks needs to get rid of what doesn’t work (Howard and his thinking), and replace it with what does work (corporate stability and simplicity). Howard keeps digging this hole that gets deeper and deeper but never goes anywhere but down. Some people still believe in him (the recent stock price proves that), but many have lost total faith that he can rebuild this company by turning his back on everything that made this company great. The guiding principles that Starbucks was built around are a memory. Customers and partners are being told they matter but shown they don’t. Howard’s dishonesty has become quite transparent and this is evident to more and more people as time goes by. The stock price will go down again and things will only get worse unless Howard and friends exit the company and we get new management. Nothing new could be any worse than what we have.
So please accept my apologies if my previous posting upset you. I in no way meant to imply that English should be the only language spoken in the USA. It does however seem to be the most popular at this particular time in history. I know this could all change in the future but for now English is a requirement for customer service interactions here in the states. It helps if you are proficient in another language too but English is a must here today.
Posted by: Sick of Howard!!! | October 04, 2009 at 11:26 AM
Sick of Howard!!!- I too am at times taken aback by the lack of linguistic skills of retail staff- in ANY language!
English may well be the dominant language at this time, but it is slipping in everyday commercial usage. Whereas there used to be an inside/outside sort of arrangement, wherein other languages may have been spoken at home, and English spoken outside of the home, this has certainly changed.
Just look to commercial on 'english TV'. HASBRO has commercials where Spanish is seamlessly woven into the fabric of the commercial. Vayamos! Muy bien!
And, just watch many prime time TV shows- CSI MIAMI, being a good example- and notice how much Spanish is spoken during an episode. There was a time when these 'foreign utterances' would be subtitled. Now, for the most part they don't even bother with such 'niceties'. The presumptive use that all/most will understand is a given. PLEASE- try this at home. Spanish has entered US prime time TV shows, just as it already has during children's television. I have a friend who's five year old daughter often uses Spanish phrases, not understanding that they are not english. They live in a Canadian border city- and are constantly exposed/watch US television.
Ironically, though Canada has TWO official languages- English and French; the use of French phrases in any 'Canadian English television' is almost non-existent!
Recently, in a TARGET store just outside of BUFFALO NY- we (my Brother an I) encountered a cashier who's command of english was at best questionable- if at all existing. Yes- a cashier- at the front checkout. I asked if she had any USED Gift Cards that had been discarded. (I collect them- and get them all the time. It's especially important to ask as cashiers discard the corporate cards you can't find on the shelves.)) She opened her drawer, there being clearly visible numerous 'used' gift cards in a pile- as indicated by many having their from/to lines inked with various names. She completely overlooked these, pointing to the STORE CREDIT CARDS. When I asked again about the 'USED' gift cards, she reached into the STORE CREDIT CAD box, and handed me one. I don't believe she had any clue beyond the word 'card', as to what I was saying. And, again, this is TARGET. I have shopped in many smaller stores, READ AS FAMILY OWNED- where communicating in english is a challenge. I do speak French- though it has limited use in the US. My Spanish is improving- and I have walked into a STARBUCKS (in BUFFALO NY), and actually asked in Spanish where the NEW RED STARBUCKS cards were (?Dónde están el nuevo tarjetas de regalo STARBUCKS rojas? I know I do mangle syntax.). (Just to prove a point with my Brother) The Barista flawlessly, without missing a beat, pointed to the RED display. More and more STARBUCKS here in Canada offer their signage in Chinese. And, Chinese, be it Cantonese, or Mandarin, has become the lingua franca of those locations. As STARBUCKS operates many stores in Quebec, French is the required language of first choice. So, from my Canadian, and cross border STARBUCKS experience, English is often an afterthought. And yet, STARBUCKS still survives, if not flourishes, by accommodating the linguistic plurality that Canada epitomizes.
Posted by: StarbucksCard | October 04, 2009 at 02:35 PM
@green_cup
First of all, I think you are an imposter. Green cup saying "soooo bad?" Just doesn't sound right. Where is the real green_cup?
Anyway, regarding the 200% goal: Our promo reports are generated nationally, with nationally assigned time frames. The VIA promotion is seven weeks, so the weekly goals are the promotion goal divided by 7, the daily goal the weekly goal divided by three, etc. But, many RVPs and RDs decided to hit the promotional goal in 4 weeks - in order to do that, you would need to hit your weekly goal as listed in the reports by 200%. They can't generate reports with targets that are specific by region (in terms of time frame - of course each $$ target is different store by store, and therefore region by region). Kind of silly, yes, but there is a method to the madness.
Posted by: thereyougo | October 04, 2009 at 03:58 PM
@Posted by: thereyougo | October 04, 2009 at 03:58 PM
No imposter here. Just know when I see something that sucks.
Posted by: green_cup | October 04, 2009 at 04:23 PM
@green_cup
good to know. your phraseology just sounded different.
I think the problem, at times, isn't what they do, but the fact that they don't explain it well enough to the partners. If someone told me "you need to hit 200% of the goal because we've changed our thoughts about the time frame of the promotion, and we'd like to hit our end target in 4 weeks instead of 7," many partners would say "oh, okay."
Not to mention the fact that Starbucks IT capabilities are about 10 years behind the times - it would be nice if they could just change the targeting.
Posted by: thereyougo | October 04, 2009 at 04:46 PM
Yes, there is pressure to sell VIA as well as get over a 90 QASA score... but isn't that our job? Were we not hired to sell the products that Starbucks comes out with? In my store, each person has a quota that they are expected to reach everyday... and GUESS WHAT? We all reach it. It's not about lying to the customer, it's not about cheating; it's about being able to sell a product that has some potential for the "movers and shakers" of the world that can't get to a Starbucks or have crappy office coffee. It's not that hard to sell VIA if you are sampling and communicating with new (and regular) customers. Sales so far are good, we'll see how they go in the following weeks, but so far we're not worried...
Posted by: stopcomplaining | October 04, 2009 at 05:50 PM
Via is a good alternative for when you don't have access to a good cup of joe. The regulars at my store have said "it's good for what it is but I don't have a need for it." While I am trying to balance the extra high pressure to sell this with respecting our regulars, it's hard and frustrating because my DM IS pressuring us so hard. He wants a daily call twice a day, and if we are late he will hold us accountable...even if we are not in the store at the time...we can't work from key to key...no ot....and no off the clock but we are going to be held accountable if we call in late or we do not make our sales goal. My customers said it's good but they are not buying it. Many I can see are already frustrated by us asking daily if they would like to purchase VIA. Our DM was in my store the first day of launch and "coached" us because we had a line like crazy...business has been very up lately, had a hard time keeping up with our rotation of coffee due to the high volume of people...we missed a timer go off, we had a not perfect qasa readiness at the moment, and apparently we did not do good a good enough job of asking for the sale on VIA. We offered samples but we were not "pitching it enough" and that way we would not make our sales goal! Ughh! When did speed of service, customer focus, and making an uplighting experience go out the door and get replace by shoving VIA down people's throats! Were we at the same VIA meeting where they asked us not to shove it down people's throat? And yes, pulling the SM during a busy am rush to scold...oh sorry.."coach" about VIA was the best time to do it...let the customers wait some more! Lord forbid that one of our customers complain about something while this happened, of coarse it would be our fault then. I've been a partner for this company for a decade...little more...and I can guarantee you that the pressure is beyond respectful. My DM has even tried to pressure me into firing partners after only one warning of anything....I hardly think that can be respectful...or legal.
Posted by: Loribee | October 04, 2009 at 07:32 PM
oops! uplifting...not uplighting
Posted by: Loribee | October 04, 2009 at 08:40 PM
"What they are not telling you is your store gets a party for making 200%. You actually get one for 100%. The top prize at 200 is $500 for a party. My store is half way there. Boo to the whiners"
- posted by Seriously.
Ok I'm not entirely sure what you meant up there with all those numbers. But WHAT THE HELL STARBUCKS??! I am not 12. I don't want a friggin pizza party. For chissakes, I want a work environment that doesn't make me want to hurl myself out of a window. Store parties. What a paltry insult.
Posted by: buckaroo | October 05, 2009 at 12:23 AM
I have no idea if VIA is good, I've not tried it. But as a customer it seems rather pricey to me. Not to mention if I come into a coffee place, I come in for fresh coffee. If I wanted instant I'd buy it at the grocery store.
I'm sure some Starbucks customers are perfectly fine drinking instant. And I'm sure at times VIA would be convenient (though really it's not hard to brew fresh coffee in a lot of places). I just find it a little offputting that a coffee place would sell instant. It seems a little...insulting..somehow.
Posted by: Kat | October 05, 2009 at 07:51 AM
This is a good way to fire management who has been with the company for a while and hire one of the thousands upon thousands who are unemployed and willing to work for cheap. This will allow the company to clean house.
Posted by: weathered barista | October 05, 2009 at 09:29 AM
Weathered Barista
There has already been a lot of turn over in my district at the SM level. There is only one SM who has been an SM for more then one year.
Posted by: is it so hard to be civil | October 05, 2009 at 10:52 AM
Starbuckscard
Where did you get the $450/lb number? By my calculations, it should be about $120 per pound. Just curious.
Posted by: Will | October 05, 2009 at 11:42 AM
What I have read has made me very sad. If I felt as awful about my work place and the future of the company that I work for, I would most certainly want to quit. HOWEVER, the district I am working in is SUPER SUPPORTIVE. Within the stores, baristas and managers are working their tails off to meet all the new sales and QASA expectations. We are in it together as a team. Our store loves our manager and if we ever got word that his job was on the line if sales weren't met for VIA, we would figure out an honest way to meet our targets for his benefit.
HOWEVER, our manager has a supportive boss who is racking his brain with ideas for other ways we can sell and promote VIA. On top of that, our DM provides extra monetary incentives on top of the ones sent from corporate SBUX if we reach our target sales.
I have been with SBUX for 5 years and yes, somedays I have a hard time saying anything positive about this company. BUT THAT IS HOW LIFE GOES. Not once have I encountered a problem that I didn't have control of. Usually, I am in the wrong and need to change my actions, attitude, and/or perspective.
If you don't like being the victim, then stop acting like one. How does the saying go? "You catch more bees with honey."
Posted by: Southern Barista | October 05, 2009 at 01:15 PM
I totally agree. Our store is being threatened to have to work at the worst store (partner and customer wise) in our district if we don't beat them to 100%.....not only did none of US agree to work at another store but I think this is totally wrong. If I go into a store and they have to sell a certain shirt they can't force me to buy one, there shouldn't be repercussions because people don't want to buy it. People don't like the taste, plain and simple. I've had MANY customers tell me it's disgusting and horrible and "thanks for the sample but the after taste is awful." It's not our fault instant coffee just isn't people dig. Why should we be punished because we can't force a product down people's throats...
Posted by: Brittany | October 05, 2009 at 04:01 PM
me again:: to provide more of a comment, I think starbucks is losing sight of what an "incentive" is and what a "threat" is. Our store already had an "in-store incentive" before the threat came.
Posted by: Brittany | October 05, 2009 at 04:06 PM
Yea, I don't wanna work at Gateway either :(
Posted by: duh | October 05, 2009 at 05:43 PM
I am a ten year partner of sbux. Sbux has always been growing and changing... something I have always loved and appreciated that about the company, but this last year things have change. I feel the changes take away from the core of sbux. I am currently the top sales person for Via at my store, yet I don't believe in the product. It's decent, but just not appropriate to bombard our customers with talking about Via. I do talk about it and sell it well, however its not because of my passion for it, but because of my fear of loosing my job. I'm at the top, but feel sad that I force this product on people who are buying it from me because I have been serving them for years now. The pressures are very daunting. I'll suck it up and do my job for now, but I am disappointed in the direction things are going. Miss that feeling of the third place. It feels more and more like just another fast food restaurant. Too bad...so sad.
Posted by: Discouraged | October 06, 2009 at 08:31 PM
I must say this is a great article i enjoyed reading it keep the good work.
Posted by: Penny Stocks | October 06, 2009 at 10:18 PM
I would find Via to be a better sell if not for the taste-test debacle our store went through; I'd estimate 75-percent of everyone we tested not only correctly ferreted out the VIA, but they were markedly disappointed...
Posted by: ShiftStuck | October 07, 2009 at 12:36 AM
I think the store i frequent was selling via as coffee for the troops. They didn't ask me...but the lady in front of me got asked if she wanted to donate coffee for the troops.
Posted by: Seth | October 07, 2009 at 08:39 AM
Make VIA fun! My store has been having a blast with it. We've done raffles, gift baskets, offered marked out mugs as a gift per 12 pack. We are in the works of a pie throwing contest right now. For each 12 pk bought, you get to throw one Pie, we will set the contest for a specific day out in the parking lot, and the customers will throw pies and myself and a couple of others! I have put together hot water travelers and brought VIA to surrounding businesses that may have great use for it. When people order coffe travelers I suggest a VIA traveler instead. There is SO many ways to have fun with this. I have painted my face, colored my hair orange, pinned VIA all over my apron, decorated with balloons, streamers. I love what I do, I can't believe so many people are so negative about their job with Starbucks. I myself, will keep in having fun, encouraging others, motivating my team, connecting with people everyday, changing peoples perspectives on life, making someone smile, and making many feel cared about:)
Posted by: Miagirl | October 07, 2009 at 10:28 AM
Miagirl posted:
For each 12 pk bought, you get to throw one Pie, we will set the contest for a specific day out in the parking lot, and the customers will throw pies and myself and a couple of others!
Pie throwing at the barista of your choice to sell Via? As a regular customer I find that over the top. Funny...But over the top.
If you've got to go to that extreme to sell a product, you wonder if its really worth it. Really.
Posted by: Vincent | October 07, 2009 at 12:19 PM