Weekend OPEN THREAD: Let's get the chatter going!

Things are looking up in Starbucks-land, according to the just released quarterly earnings report. Talk about that, or anything else Starbucks-related. A reminder to Starbucks customers: here's your chance to get your coffee questions answered. There are a lot of knowledgeable baristas hanging out here. || Jump to the second page of comments.

Comments

[mike]

I've really been enjoying Christmas blend!

[BOSTON STARBUCKS REBEL]

I'm still annoyed that Starbucks removed the Troop Donation baskets.

[is it so hard to be civil]

Has anyone heard about partners working less then 18hrs a week being let go soon?

[The Truth]

People, Starbucks is using "VIA for Troops" to drive the sales for VIA. What this means is if we cannot sell VIA, why not attach VIA to the troops and use that as a tool to draw people in. Hey, let's use the idea of troops giving their lives in combat to sell our products.

Starbucks, do you have any shame?

[Hunty]

Hi everyone! Is anyone here an ASM? How do you like it? Is the money much better than you made as a supervisor? What are your challenges?

I think I'm going to accept the promotion. Just looking for any opinions.

[real world]

I wonder if the execs have explained that the positive gains are at the cost of partner/customer dignity and respect?
I am told the current labor expense expected of a starbucks store is 1% below what is budgeted.
Am also told that that is only standard in the "western sunbelt".
If this is true, i wonder what the california labor board would think of california managers having to produce the same financial results as their peers in other states but with less money for labor?

[The Truth]

@ Real World

Sbux don't care about you, all they care about is the bottom line and if the DM, RD and the RVP looks good.

I think you potentially have a lawsuit here. You are right, Sbux expects the California managers do everything that mgrs from other states does, but in 40 hours. While they say "time work is time paid", but is it "implied" that you need to do what ever it takes to get the job done, even working off the clock. If you need more hours, the DM, RD and RVP will think you are not a "fit" for the company.

Sbux, you WILL get your day soon. Maybe in Labor Court.

[BusyBean]

@ real world:

Uncle Howie explains your first question as follows (from the call transcript):
"Behind the scenes we . . . Drive efficiencies through lean processes. . . These innvovations . . . Continue to drive margin growth and customer and PARTNER satisfaction."

hey, partners, how satisfied are ya to hear that blatant lie? :)

[The Truth]

People, you think that Sbux does not know stores/partners fill out their own surveys? Do you really think that by cutting so many hours, stores can create better experiences? Do you really think that Sbux accept that all stores/partners are honest? Really? People are afraid of loosing their jobs, so stores will do what ever it takes to be on the good side of the DM, RD & RVP. Do you really think the Customer Voice is honest and effective? Sbux, let's be honest here ok!

[meh]

Maybe people are just tired of the entire line regarding "principles" etc and just go in, deal with the crap that is crappy service and head out with a cup of coffee.

Personally, I'm over it all. If I have to go into a Starbucks, it's because I know I can halfway expect a consistently average cup of coffee just about anywhere in the country and maybe a short stint at a cookie-cutter workspace when I need a place to plug in my laptop.

It's not for the experience anymore. Screw demanding good service because no one cares to give it that works behind the counter and the people in front of the counter just want to be left alone to get a coffee and run...

At this point I just try to avoid Starbucks even more than I did before. Starbucks has become purely utilitarian. If I want a good coffee experience, it's more than worth it to head to an indie.

[Jonathan]

I have worked for Starbucks for 11 years and I have NEVER seen such low morale, and at so many stores too. NOBODY is happy.We are scared to lose our jobs for no reason, we are overworked, bullied and taken advantage of. There is no reason for any of this. Somebody tell me why Starbucks cares more about their shareholders and wall street crooks than it does it's employees or even customers, it's insane.

[Melody]

On the mystarbucksidea.com blogs, Terry Davenport has posted more on the new My Starbucks Rewards program; Though from what I can see, the new blog post looks like a reiteration of what we've already heard:

http://tinyurl.com/yjluggd

[Melody]

I know a few people here are reading my blog site too and I just updated it with a very non-serious post on 'flair' - The pins that baristas wear:
http://www.starbucksmelody.com/?p=328 Hope you enjoy!

@The Truth - How in the world can those Customer Voice surveys have any reliability? I always have heard that the larger the sample, the more likely you're going to get accuracy, and from what I can see, those survey receipts print out at best 1% of the time. I haven't seen one in ages.

[stan]

melody, absolutely correct. one person writes a bad review, and although it's one person too many, it's completely skewed. with that being said, when it first started it was WAY too many. it's a 3 month period, with about 10 people per month. personally i think Jaun Valdez on this site was a much better view of the stores. a former employee who knows what it should look like, how it should run.

[Long time, first time]

@waltie

Didn't get a chance to say thank you on the other thread, so
thank you for the clarification on the eggnog latte.

[BAYAREABUX]

My hunch is that the 10% discount will magically come back, and I think it's been the game plan all along... I think Starbucks just wanted to pat itself on the back for "listening to their customers" by bringing back the 10%, but the first thing they had to do was threaten to take it away.

I also predict that no new customers will be allowed to join the discount (probably was eroding margins and was a stupid business move to begin with) and that existing gold card members will be grandfathered in.

Just a hunch, because it just seems too stupid for this to be going down the way it is, even by recent standards....

[Hirayuki]

Will we ever see any different seasonal drinks, or are we going to get these same three (none of which I like, least of all because there are no sugar-free versions of their respective syrups) every year? I liked last year's tea lattes (but I don't remember exactly when they came out; early spring?), and I'm looking longingly at Starbucks Japan's dark cherry mocha and caramel eclair latte, if only because they're different.

[NE]

You all out west are insane if you think you have less labor then the rest of the country!!! At least you have blended and drive throughs. Try a high drip, high ice coffee market in a downtown Northeastern city. I know I know your store is high drip :) Im talking about 130-180 brewed usd's an hour out of 230-270 customer counts, that you earn very little labor for. So yes drip is far easier to prepare and serve than a frapachino, and labor earned is "relative" but i just lost 6-10 hours a day overnight when my blended dropped off while maintaining the same sales and customer counts. This does not seem reasonable??? Vivanos and Fraps are not 6-10 hours a day more difficult than my current business. I cant even imagine the utopia of SoCal and AZ stores...prbably earning 60-70 hours a day on 2k sales :)

[UsedToBeHappyFrappy]

RE: NE
I manage an AZ store doing over $4k a day and we get 80 hours a day in labor. Our blended uph is over 75 regularly and do around 600 frappuccinos a day. I always felt that we would get more labor if our customer count was higher and we were making easier drinks like drip coffee. However, it looks as if we both could use more labor to consistently exceed. Good luck to you guys. :)

[me myself and I]

So what i take from the thread Melody linked to is, there will be a lot of Gold Card members falling off the wagon in January because no one really ever told them they would have to register their gold card to get moved into the new gold level. Today there is no need to register it, but come Dec. 26 you will be a nobody if you didn't register your gold card.

And now they force you to not only give them an e-mail but your real address as well. Maybe this is done on purpose so they will get to know their customers even more closely.
This way they can send you along the free beverage coupons chain letters to threaten you and your family if you don't buy a certain amount of via within the next two weeks... (okay I was hopefully kidding with that one)

Good thing it won't come to Canada anytime soon. Makes me a little more relaxed. Actually, even if it came to Canada, it would be better than the rewards today, since we don't have the gold card up here. But still, mailing coupons by snail mail? Seriously? Some poeple will get two to three letters a month from Starbucks. How will that save anything?

But yes, it will drive up customer count so the shareholder meeting will be all about how much they increased traffic in the stores.
Reporter: "Why are the earnings still about the same even with the increased traffic?"
Howard: "Well, people just spend a little less in those hard times. But at least we make more of them coming into our stores. Our strategies to attract customers, like changing the rewards program and offering via are a BIG success, as you can see with the increased transactions per store."

I'm sure he is already rehearsing his speach....

[Mrs. Tillinghamshackles]

Hirayuki -

Look for a new drink, Caramel Brulée Latte, on November 17 (Or if you live in Canada, it is already out!)

[Marcus]

The Starbucks I go to still has the collection basket. I think it has a handwritten note that says Project GI Joe. Way to not comic-bookize real human beings in the middle of irrational violence with other real human beings. "Support the troops" like they're a football team. I won't even say troop. It detaches people from the reality of it all. It's an obvious statement with no meaning that diverts people's attention from pubic policy.

[Tracy]

me, myself and i:

I tried to register my card the other day, b/c I got an email about it. I can't find the secret code on my card - it only has the card number printed on it.. So it won't let me register..

[Selena]

Just wanted to say thank you to all the great baristas out there I have been a loyal Starbucks customer for many years and can honestly say my over all experience would be 95% positive. You guys do a great job!! I have a Delonghi magnifica machine at home and love making my own drinks when I cant make it in to have you guys make them. Just wondering what will be in the new Caramel Brulée Latte I havn't tried it yet, but it sounds very good!!..thanks again keep up the good work!

[LuLu]

Your secret code has to be scratched off right below your card number.

[leesbux]

In my opinion being an ASM is quite possibly the worst job Sbux has to offer. Pretty much you're a glorified shift with unrealistic expectations. Also you should expect to work all the crap shifts the SM doesn't want. Hopefully your SM takes your training seriously, mine certaintly didn't. Best advice I can give you is to push push push push through your training and make sure you tell your DM if you have any problems. Part of your SM's review will be based on how well they handle your development so make sure you speak up if you're not getting everything you need. I had a bad SM and DM so I had to get help from my RM. Normally it's not in my power to be so pushy but it's the only reason I'm a great SM now. Your time as an ASM is your audition for your promotion to SM. Once you get the promotion you'll be on your own and expected to perform.

Really it's a superficial position but if you want to move on to SM you have to take it. If you turn it down you probably won't be offered another opportunity. Good luck

[JavaJan]

According to the BEVERAGE RESOURCE MANUAL there should NOT be an extra charge for additional syrups (Pages 19-20) but according to our SM and the DR it is a "REGIONAL' decision to charge for the extra syrup. Is this for real??? I personally think we are deliberately over charging the customers to make a bigger profit. Is this legal???

[Andy, Shift Supervisor, Maryland]

Overcharging is legal but Starbucks wouldn't like it. We've had discussions on StarbucksGossip before about it.

Basically all you can control is yourself if you're a barista or maybe your shift if you're a keyholder. It's tricky because you don't want to put out the impression that you know better than your bosses.

What I would do is go by the manual when you're on register and if a customer asks about it, pretend that either you like the customer and are giving him/her a discount or you made a mistake and didn't charge the full price by accident. In reality you're charging the right price, doing the right thing, and not alienating your bosses.

[Clark Kent]

For JavaJan,

You do NOT charge for extra syrup or sauce if it already in the recipe (i.e. extra classic in an Iced Tea).

You DO charge for an ADDITIONAL syrup if it is NOT a part of the original drink recipe (i.e. "Zebra Mocha... Charge for a White mocha, ADD Mocha. Or vice versa, i guess).

[NJ_newbie]

Weird question...if I were to buy a gold card tomorrow, I would get 10% off til Nov of 2010, yes? And then after that it will switch over to the new rewards/level system?

[JavaJan]

Hi Clark Kent, That is what our SM says "if it's not part of the original recipe (talking syrups) then you charge for it, but if you look in the BRM page 19 and 20 that isn't what it says. I've also called partner resources and they said to follow the manual... we shouldn't be charging for extra syrups. Question is why is our SM making us charge??? when asked about this she said it was a regional decision. I'm questioning the Starbucks business ethics. I simply don't charge for extra syrup and I'm waiting until she jumps on me. I just want to know FOR SURE who is doing the right thing,

[Phatty]

I've come to a solid conclusion, working for this company sucks my phat dizzile and I feel sorry for all the new hire's welcome to hell...and now back to all you snobs... keep pretending your worth the minumum wage they pay all of you, Howie I'm waiting for our 1 on 1 see you shortly

[Mack]

These are dark, dark days for the Starbucks partner. Get out while your soul is still intact.

[Wildbarista]

Java Jan said,", That is what our SM says "if it's not part of the original recipe (talking syrups) then you charge for it, but if you look in the BRM page 19 and 20 that isn't what it says. I've also called partner resources and they said to follow the manual... we shouldn't be charging for extra syrups."
The way I've interpreted the rule is that if it's 2 pumps or less, most of the time I just charge for less. For instance, a Tall 1 pump Mocha. MMmmm. Should I charge or not? Depends on the customer really. You have more power than you think you do. You have the Power to Just Say Yes! And when they ask you why you didn't charge, use that one on them!
And then there's the curious, why do we charge for Soy in a latte or misto or tea latte but not in BC, IC or on top of espresso shots? Savvy customers find ways to play price games and I sometimes feel sad for those types or I find myself under my breath bitchin' about them. It's just part of workin' at the Bucks.
Keep it real, keep it on the DL. You know what's good for your store, you know your customers and what will keep the line moving with beautiful efficiency...use it!Starbucks should be a co. that employs people who can behave un-like robots.Damn, that Kool-aide they fed me was some strong shit!

[CamSpi]

What's up with the new refill policy? I don't know if this has been discussed or not. But the portal had a bulletin explaining we had to issue a new cup when they wanted a refill because of new standards by the health department. Sounds so ridiculous.

[waltie]

The new refill policy may sound like a waste of cups and of time, but it's just an attempt to cut back on cross-contamination of germs and bacteria from customer to customer. Is it the best way to go about it? Probably not, but it is a well intentioned step toward keeping customers and workers from getting sick.

[Hirayuki]

@Mrs. Tillinghamshackles

Thanks for the scoop. That was one of the holiday drinks in Japan last season, and I remember it being pretty tasty. I might sneak a trip down to Canada (I'm in metro Detroit) and try it out before it hits the States.

[Hayley]

@NJ Newbie
No my very first thought was the same thing, but there is no longer a place on the website or in store to purchase a gold card.

[The Truth Hurts]

Has anyone ever seen a company change directions so often that did it successfully? Why would customers, partners or investors trust this company? I don’t trust them because they have given me NO reason to trust them. Don’t listen to what management says, listen to what they do. What their actions say is:

They don’t care what customers want.

They don’t care how partners are treated or feel.

They don’t care how sales are rung up.

They don’t care about real numbers.

They don’t care if earnings, growth, and profits are real or imaginary.

To sum it up, they don’t care about anything but how they can get the stock price up as long as it appears ethical. The expertise is in the “spin”. In short, THEY DON’T CARE!!!

[Melody]

@Hayley & NJ Newbie - I too went looking to try and figure out if I could still buy a Gold Card and then have a longer 10% discount but I couldn't find a link. I wasn't sure if I was just missing it, but I think now it's just gone entirely.

@CamSpi - Maybe the new cup thing is your area only? Local law?? Seems so weird that personal tumblers are fine but that you cannot re-use a paper cup.

Does anyone know what is happening with the Clover? I heard rumor that the Portland, OR market *might* be losing their Clovers. Starbucks to pull Clover out of Portland. Has anyone else heard this? Does anyone know if there are still Clovers in Oregon?

[La Vita (cinnamon) Dolce]

Hi Hunty!
I'm an ASM (and the only one left in my district). As far as liking the job, it's mostly the same as a shift, except when you are learning through your RMT binder. I've been through three managers in a year's time and based off from that, I can say, it really really depends on the manager you have to work under what your job entails/whether or not it is enjoyable.
The biggest difference is accountability to store performance. I've been threatened with final written warnings if we don't 90% on ecosure, if we don't 100% on via, if we don't (insert any target the company sets for us).
As far as money goes, it was about $4-5 dollars an hour improvement over my SS pay, less tips. Plus as an ASM, you are guaranteed hours, rather than varying by season or store need, so that helps too.
ASMs also qualify for bonuses if they are lucky, which isn't enough to take the job, but it does sweeten the blow of targets a bit. Stores need to hit 95% of target even to get a portion of your bonus, which is pretty measly to begin with. I've had alot of bitter baristas going on and on about why should they work towards goals if we are the only ones to bonus off from the efforts. After I explain that they can make more in one month's tips than I normally get in a quarterly bonus, they usually shut up :/
The biggest disappointment for me has been sitting back and watching external after external manager being hired while I sit in waiting. I've even helped train two RMT's for my district, one of whom became my (least effective to date) manager.
All in all, I'd say it is worth it. We are far from well paid for the work we do (no one at starbucks is, at least not in retail), but when you balance out the work versus the pay of a supervisor, that alone makes it better.

Congratulations on the offer, though! If nothing less, ASM puts you in line for your own store and another pay increase with that promotion (along with more headaches, but that's life.)
Best of luck!

[Back to Coffee Please]

@Melody -

SBUX is going to be expanding clover. I'm not sure about portland but I know that Boston did very well with it (in some, not all of its stores) and that they will be moving clovers around out there and plan on adding some new ones as well.

[Melody]

@Back to Coffee Please - Thanks for the reply. It's a little bit fascinating to me how some markets do so well with the Clovers and others not. I'm under the impression that Seattle does very well with Clover sales. It's like a game of 'where does the Clover fit?'. You can sell a frappuccino anywhere, but not a Clover cup of coffee... ??

[Tired at R2]

Starbucks USED to be a lot of fun to work for. I have a disability,and Starbucks really worked around it with shorter shifts and a 20 hr a week schedule so that i don't lose my Social Security benefits. Now I'm in so much pain after a shift from being overworked that I'm lucky to be able to limp to bed afterward. I feel looked down upon because I'm not full time, and feel so stressed out that I just want to quit. Respect and Dignity left when the La Marozoccas did, and it's very sad.

[Leo]

I have a Gold Card with no number on the back. How do I register it? It's an older card; had it over a year now.

[BoldToday]

@Melody,

I read somewhere that there used to be a Clover at a store in Beaverton, but that it was yanked in early 2009 due to slow sales. I'm not 100 percent sure, though. The map at starbucks.com/clover doesn't show any Clover stores in Oregon.

[Brown Dot]

LEO
I am afraid you are SOL. You could call the customer contact center and see what they tell you maybe they can do something for you, but without that number on the back of your card im afraid you have lost out.

[Tracy]

Leo - The number has just faded off. Mine looks like it has no number too, just look at it in the sun.

[GrandeLatte]

LEO,
The way to register a Gold Card without the number on the back is as follows.

-Go to your favorite company owned store and make a purchase using your gold card. Ask for a receipt. With receipt in hand call the Customer Contact Center. They will be able to determine your card number using the Store number and the transaction number from the receipt. Then they will tell you how to proceed from there. It's very easy, I've had several customers take care of the same problem that way.

[Leo]

Thank you for the advice, GrandeLatte.