"From the Comfy": What stores should Juan review before he rides off?

Starbucks 1720 Commercial Avenue

Anacortes, WA 98221

BY "JUAN VALDEZ"

After working for SBUX and then doing this column, I honestly thought there was pretty much nothing I hadn't seen before.

Well, after my visit to the cafe store in Anacortes, Washington, I have to admit I was wrong...I hadn't seen it all.

Anacortes is way up in the northwest corner of Washington state, on the tip of Fidalgo Island. It's a sleepy little fishing town that's grown primarily by annexing pockets of commercial real estate (primarily Sharpe's Corner) that are completely disconnected from the town proper.

So let's figure out what it was I saw that was so unusual.

Normal looking exterior – check

Really crowded back bar (it's one of those unbelievably cramped stores where the back counter and cabinets literally are in your face) – check. I've not reviewed one of these kinds of stores but Ive worked in them. I don't know the general consensus on Starbucks Gossip but I always found them to be yucky to work in simply because there was no room to maneuver./ CONTINUED IN THE FIRST COMMENT

Comments

[JUAN VALDEZ]

Friendly partners – check

Fast service – check

Connect, discover, respond – check

Tasty latte – check

Clean and stocked lobby – check

Clean and stocked pastry/cold case – check

Engaged partners doing lobby spins and even cleaning the front door – check

Clean and stocked bathroom with the usual toilet brush, toilet plunger and chair – che....wait...WHAT?

A chair in the bathroom? Yep...there it was...patiently waiting, I guess, for someone to have a squat on something other than cold porcelain. It was a regular, hard back chair (not a comfy chair, thank God) and, after my initial surprise and a quick look around, I figured out why it was there although I still thought it was pretty dumb. So, rather than spill the beans, let's see if any of the readers can accurately guess why there was a chair sitting in the bathroom like the most normal thing in the world.

And while you're pondering that little bit of mystery, here's something else for you to chew on. The ever alert amongst you will note we're getting close to 50 visits for your intrepid columnist and his trusty burro. And, as the saying goes, there is an end to everything. We're fast approaching that end for this column. I've decided my 50th column will be my last regular column. Jim, Starbucks Gossip owner, has graciously offered to let me come back as a guest columnist from time to time however, once we hit the 50 column mark, that will be the end of the regular Wednesday offering. I'd like to thank everyone for their readership, their comments, their emails and, yes, even the negative feedback. It's been a pleasure writing this column and I've thoroughly enjoyed my time here.

I don't normally take requests but it seems like this might be a good opportunity to do just that. There are seven columns left and if there are any stores within a 50 mile radius of Seattle, Washington that you'd like me to visit for one of the last columns, I will be happy to consider the request. I won't guarantee I'll be able to to get to all of them but I'll certainly give it the ole college try.

Grade: A

* 

Time of day: early afternoon

* Number of partners on the floor: 4 (cafe)



* Service time: 1.5 minutes



* Business level: slow



* Was the bathroom cleaner than a gas station bathroom?: Yes


* Legendary service: Yes



* Would I recommend to a friend: Yes

COLUMN STATS





* # of stores reviewed where a partner has tried to connect with a customer – 20 out of 43

* # of stores where they've offered samples of anything – 3 out of 43



* # of stores that could have been considered "understaffed" - 2 out of 43


* # of stores with a clean bathroom – 25 out of 43
* # of stores with a chair sitting in the bathroom – 1 out of 43




"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, he can be reached at juanvaldezsbux@gmail.com

[firebus]

cleaning supplies are in a high cabinet, and they don't have a stepladder.

[Christy Z.]

Would the answer to the chair question sound like the punch line of a joke...how many baristas does it take to screw in a light bulb?

[me myself and I]

firebus, this is exactly the reason there used to be a chain in our bathroom.

[Tina]

For people to put their stuff on. I've been to coffee places (not bux) where they've put a chair with a note that you should put your clothes, bag, coffee there. I was appreciative because I hate putting my stuff on the floor, though I don't take my coffee to the loo with me.

[Valerie Verona]

Ive dragged chairs into starbucks bathrooms before to change my godsons diaper.

[mrs.smith]

My bux has a chair in the bathroom- for setting stuff down on? I'm not actually sure what for, but it doesn't bother me. I'd prefer to put my purse on a chair than the floor or toilet.

[Chris Kougar]

For nursing mothers?

[drive]

A year of Juan! How time flies! Thank you, Juan, for your thoughtful commentary.

[BOSTON STARBUCKS REBEL]

I'm thinking as a changing table.

[yvette]

The chair was being used to lock/block the door with because the real door lock was broken.

[customer]

Like Chris, I would assume it was there for nursing mothers.

[me myself and I]

Could someone please tell me why a nursing mother should sit in the washroom instead of a comfy chair????

[Vincent]

Could someone please tell me why a mother would choose a public place like Starbucks to nurse her new born infant??

[Ashley]

Vincent -

Have you ever considered that newborns sometimes have to eat while their parents are out and about?

[BOSTON STARBUCKS REBEL]

I am a partner at Starbucks Coffee Company
and I refuse to believe that
I can create an uplifting experience that enriches people's daily lives
I realize this may be a shock but
“Starbucks is the best place to work.”
is a LIE, and
“All that matters is meeting sales targets and VTI and controllable contribution.”
So today I will tell my partners
that they are not the most important thing in my life
My store manager will know that
I have my priorities straight because
making shareholders happy
is more important than
being legendary
I tell you this
Once upon a time
Starbucks was a place of community
but this will not be true in coming days
The Starbucks Experience is commoditized with no romance or theater or humanity
The daily roster is telling me
That I have 100 different tasks to complete during this shift
I do not concede that
I will be genuine, considerate, and welcoming
In the future
Pushing products on customers will be the norm
No longer can it be said that
My partners and I are passionate about coffee
It will be evident that
My partners are mediocre and lethargic
It is foolish to presume that
There is hope.

There is hope.
It is foolish to presume that
My partners are mediocre and lethargic
It will be evident that
My partners and I are passionate about this coffee
No longer can it be said that
Pushing products on customers will be the norm
In the future
I will be genuine, considerate, and welcoming
I do not concede that I have 100 different tasks to complete during this shift
The Starbucks Experience is commoditized with no romance or theater or humanity
Starbucks is no longer relevant
but this will not be true in my era
Starbucks was a place of community,
Once upon a time
I tell you this
being legendary
is more important than
making shareholders happy
I have my priorities straight because
My store manager will know that
they are not the most important thing in my life
So today I will tell my partners
“All that matters is meeting sales targets and VTI and controllable contribution.”
is a LIE, and
“Starbucks is the best place to work.”
I realize this may be a shock but
I can create an uplifting experience that enriches people's daily lives
and I know that
I am a partner at Starbucks Coffee Company

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE

[green_cup]

I think I might sit this one out!

[livin' la VIA loca]

Dear Juan,

Was the chair in the men's or women's restroom? Or is it a unisex facility?

Maybe it is the designated spot for partners to take their breaks (I truly hope not)

Also, I truly appreciate the insights you have provided in your reviews- and I keep them in mind when serving/carng for my customers and store. I try to act like you might be in my cafe' today.

So thanks for the posts and I'll look for the last ones.

[blockquote]

Juan,

If you want to end your weekly adventures on a high note, I'd recommend visiting the 'bucks at the intersection of 7th & Stewart. This store is near my office and I've never had anything but awesome service from the super-friendly partners who work there. (Incidentally, it's also one of the pilot stores for the Starbucks Card iPhone app.)

Good luck in whichever field of guerilla secret shopping you and your burro conquer next!

[Crema]

I'm guessing the cleaning supply cabinet as well.

[spongebob]

Well, damn BSR that was excellent. DID YOU ALL GET THAT? What would it take for THAT reversal of fortune!!

[gmreat]

Thanks for that, BSR
it reminds me of the old story where a traveler is heading into a new town and asks a passing man "how are the people in this town?" the old man says "how are the people in your hometown?" "they are untrustworthy, spiteful, greedy and mean." "you will find the same in the town ahead." A few minutes later an other traveler asks the old man what he can expect in the town ahead. (taking a little creative license with the story here) "They are knowledgeable, involved, considerate, genuine, and welcoming." "you will find the same in the town ahead."

It's all about you ATTITUDE.

YOU ONLY GET OUT WHAT YOU PUT IN!

[gmreat]

as for the chair, I would also assume it was something to do with the maintenance of the bathroom (ie cleaning supplies or changing a lightbulb, perhaps even dusting the ceiling as it is a cleaning task!)

[Melody]

@BostonStarbucksRebel - Is there a tune that I am supposed to sing along with for that? :-)

@JuanValdez - Thank you for the many reviews. If you're still looking for ideas of more stores to go to I might try the Chase Building on 2nd in downtown Seattle (formerly called the WaMu Bldg) - I haven't been there in ages, but it is a second floor Starbucks. Not many like that sort of hidden away. It does have a pretty huge lobby, and I've heard that it is one of the largest lobbies in Seattle.

Or another obvious choice might be to get to Roy Street Coffee which supposedly is set to open next month, though I haven't a clue exactly when.

And then lastly, I'd recommend DuPont, Washington. There are 2 Starbucks right off I-5 in DuPont. I've only been a couple of times, but both times have been really perfect experiences, so much so that I wonder if something in the water is different in that neck of the woods ...I met some really genuinely enthusiastic and nice baristas.

[Foam]

@ Boston Starbucks Rebel - That is from "Lost Generation". The original is here: http://www.youtube.com/watch?v=fQsTfj7J8UQ

You just changed the words around. Pretty good though! I love it!

[formershift]

Juan--

How about 101--the columbia tower buxes Did you ever review them?

[Cubical Drone]

Part of the reason for the chair in the Anacortes bathroom is for the older customers. Anacortes is a huge retirement area so the store tends to go out of it's way to make things easier for their older customers. If they need something to lean on, put their stuff down, things like that. Otherwise that store has never let me down.

[Maya]

BSR, if you can't do your job and be nice at the same time, too bad for you.

[BOSTON STARBUCKS REBEL]

Yes, the poem is from Lost Generation by Jonathan Reed but I decided to paraphrase it for us Starbucks partners.

Do we let things stay the way they are?
Do we change Starbucks to bring it back?

[BOSTON STARBUCKS REBEL]

@Maya,
If you had 10 minutes to do something, would you

A) Sanitize the dish sink with bleach per the duty roster
B) Stand around and look stupid, not pretty because you probably aren't
C) Go into the cafe and connect with customers with a coffee press and pastry sample

I am assuming of course you know how to do the last.

[green_cup]

@Posted by: BOSTON STARBUCKS REBEL | October 22, 2009 at 07:23 AM

I'm assuming you'd go the "B" route myself...

[me myself and I]

So what is it for, Juan? Could you please let us know who was right?

[SMD]

How about visiting some of the local hi volume Drive Thrus? Driving Thru of course. You could hit 5 or 6 in a row some moring.

[Juan Valdez]

@me myself and I

There have been some interesting theories advanced as to why that chair was in there however since it was in a men's room, we can pretty much eliminate the nursing scenario. And I think the "changing table" and "place for old people to sit" ones are a bit far fetched.

Given the presence of a high cabinet where the cleaning supplies are stored, my guess is it's there for partners to stand on when they access the cabinet. And it's there on a constant basis so the partners don't have to drag a chair in every time they need to get cleaning supplies. Of course, I can't be sure so if there is an Anacortes partner out there to tell us the rationale, that would be great.

The reason I think it's dumb is it doesn't belong in a single use bathroom. It doesn't look good and the fact it's likely there for the benefit of the partner rather than the customer makes it even more unwieldy. In addition, this is not a big store...having that chair in the bathroom means one less chair available on the floor for customers to sit on.

Finally, there's been previous questions about why the presence of a toilet brush and/or plunger offends me. Their presence in a public bathroom is bush league, in my opinion. Just because they are legitimate tools doesn't mean it's proper to leave them in view of the customer. A mop bucket is a useful tool but Im sure most will agree it should be left sitting in the bathroom or out in the dining room when not in use.

[Juan Valdez]

Correction to my above comment:

"A mop bucket is a useful tool but Im sure most will agree it SHOULDN'T be left sitting in the bathroom or out in the dining room when not in use."

[Immigration Police]

Juan, where is your green card? Are you not working for Starbucks anymore because you didn't have authorization to work in the U.S.? Do they really let you take your burro inside with you, or do you have to chain it up at the bicycle rack? Just things I've been wondering...

[Barista Bob]

Juan, ese, why don't you come to the East coast? That is being objective...all of you reviews have been about the West Coast. And we all here in the East know that ppl in the West are full of themselves and on a bunch of high horses. Stores in the East are different, the South, the North, hell, the Midwest...blah, blah, blah. You can't just assume that you've "seen it all" from stores in Crapifornia, Nev-a-duh, and Washeduptington...go back to Mexico if you gon be like that bro.

[radicalista]

Hi Juan,

I for one would LOVE to hear about a visit to the U. Village store in Seattle. I used to work there and my general experience was that being deployed to bar was comparable to participating in trench warfare. I keep reading about how the store remodel is setting the standard for the company's return to basic principles, etc., and I've been curious for a year now: What is so different about the new setup? Please consider visiting so we can all hear what all the fuss is about! Thanks!

[Ashley]

Barista Bob -

Has it dawned on you that it's not like Juan is getting PAID to travel to these Starbucks? Perhaps he can't afford, like most people, to go gallavanting all over the country just to review Starbucks stores?

[@BaristaBob]

Seriously I don't get why Barista Bob would just say such negative things about the West Coast. I'm from Southern California, now living in Los Angeles and LET ME TELL YOU that while there are people who think they are above everyone else, there's also the 'working class' people who aren't. There has been many things here that have been said that have upset me before but I always try to see in in 'that' point of view rather than argue it, including many of green-cup's posts (no offense to you green_cup, just giving an example of learning to 'see' things in another person's point of view.) Anyhow, I would appreciate it Barista Bob if you thought a little before saying EVERYONE in the West Coast is all about people who are 'full of themselves' because, once again, not all of us are like that, thank you.

[spence]

In the south, I'm not full of myself. Hello??? I'm an overworked barista without any pride. I don't have a prayer of completing (or even starting) the task book which I'm supposed to follow.
I do not have time to promote coffees unless it's Via.
My machines are following apart. I get in trouble for having people stay late when I'm a shift because we couldn't even complete the basics (like prep making).
No, I'm not full of myself. I'm ashamed to be here.

[JanJan]

Spence...The shame should be Howards, not yours. Our store is falling apart too, and every time I see it in disrepair I think of the sad state that Starbucks is in as a result of mismanagement at the top. There is nothing I can do because corporate won't let me. They know about the dilapidated equipment but won't allow us to spend the money on maintenance, and we are an extremely profitable store.

[BOSTON STARBUCKS REBEL]

@Green_Cup
No, each shift I do a coffee tasting with partners and customers. And maybe I don't have the prettiest face, but I have the tightest butt out there. Ask any of the girls I work with...

[BOSTON STARBUCKS REBEL]

Juan,
Were you offered a sample of Starbucks VIA? I wonder if Michelle Gass has anything to do with the gas problems people seem to be experiencing?

[C and D]

Juan -

I love your column. Why cap it at 50? Your reports provide insight that only someone who has worked at the Bucks could understand. I read what you write, consider it and compare it to my own store.

In addition, I always thought my store was understaffed and I figured every Bucks was the same way. You proved that hypothesis wrong with your observations.

You should keep up the good work.

[SeattleSlurp]

Maybe a customer took the chair in there and partners had not seen it yet, and most likely would when they did their next check.

I agree that although the BUX does good things around the community and world from time to time and flaunts it to the press when they need a stock lift, it goes without saying, most partners are so underpaid it is very hard to work a long hard shift with a smile plastered to your face.

What if Starbucks, for one day, did something just like IKEA does - give ALL the profits from one day of sales back to the Partners evenly. That would make a lot partners smile from opening to closing and the media coverage would be phenomenal....just putting it out there..hint hint

[me myself and I]

Ikea also gives their employees real christmas presents. Some years smaller, some years bigger. But at least a little present they can take home and be happy (or complain) about.
We on the other hand won't even get enough money for our christmas party to buy everyone a soda.

[Melody (Reply to BostonStarbucksRebel)]

[quote=BostonStarbucksRebel]Juan,
Were you offered a sample of Starbucks VIA? I wonder if Michelle Gass has anything to do with the gas problems people seem to be experiencing?[/quote]

No no no. You know my pronunciation is terrible. I butcher simple last names. But Michelle Gass has nothing to do with any gassy Via phenomenon. In fact, I only just realized that her last name should be pronounced GOSS, like as in, "SHE IS YOUR BOSS". Big distinction there! Perhaps the real issue is all the carbonation spilling over into the coffee from the Pepsi contingency.

/tongueincheek(with apologies to Ms. Gass& Starbucks execs)

[green_cup]

Ikea also gives their employees real christmas presents. Some years smaller, some years bigger. But at least a little present they can take home and be happy (or complain) about.
We on the other hand won't even get enough money for our christmas party to buy everyone a soda.

Posted by: me myself and I | October 22, 2009 at 08:40 PM

But then you have to work at Ikea! That would me marginally worse than working at Starbucks.

Have you been into an Ikea in the US? It's like hell with cheap, downtrodden furniture.

[me myself and I]

Since my whole apartment is furnished and decorated with ikea items (everything but the mattresses!) I must be a fan of cheap, downtrodden furniture.
Or it could just be people have different tastes. Anyway, I used to work for ikea briefly and the work environment there used to be better than it is at Starbucks these days. But granted, that was about 8 years ago and Starbucks used to be a totally different company back then, too.