Crack open a beer and get the Memorial Day Weekend OPEN THREAD going!

Posting while drunk? No crime in that, I guess. The OPEN THREAD is your chance to bring up anything -- questions, comments, whatever -- that's Starbucks-related. || Jump to the third page of comments.

Comments

[wasatech]

Who remembers Starbucks beer?

Raise you hands. Redhook's "Double Black Stout" - brewed with Starbucks coffee. I once brought some to a store meeting.

[Sheik]

Brought alcohol to a store meeting with employees? Did you just bring in the beer to show people or did you sample it?

Hoo-kaaaaaaay...

[what the buck]

Has your store manager posted the memo from David Landau, chief compliance officer? IT IS ON THE PORTAL and I quote..."Words are important, but actions matter". Please read and tell me what brought this on and if you believe what it's saying to be true? Also what if your manager never told you about the partner survey that was done ,in the last few months, and what was it about?

[Jim]

Please tell me if this is true. A shift instructed me to write the letter, "L" in front of all light frappuccinos. So instead of "MFL" she wrote "LMF"

[peaches]

not true. it should be on the beverage recipe card so you can show her exactly how its done.

[livin' la VIA loca]

If you are posting while drunk, as a hangover cure try from the RTD the new Naked Juice- tropical smoothie w/coconut water. Coconut Water naturally rehydrates the body w/electrolytes that are loss due to consumption of alcoholic or caffeinated beverages.

[livin' la VIA loca]

I wish Howard & all at SSC would read this story:

The Bartender of your Dreams
http://www.nytimes.com/2010/05/28/dining/28bruni.html

Really that should be what they inspire/encourage in each partner

Not the short term VIA upselling, promo drink goal driven robot workers.

[livin' la VIA loca]

And yes, just in time for the holiday weekend- one more VIA display in your store! Really the only place in your "third environment" you now can go to escape the VIA is in the bathroom.

Funny how the harder we try, the less its sells.

Perhaps for the ICED VIA launch SSC will have baristas stationed like bouncers at the doors- minimum VIA purchase for entrance hahaha

[Melody]

@whatthebucks - Can you give us a little more context to this David Landau statement?

@livin' la VIA loca - I'm given into the fact that there is going to be Via in the stores, and no turning back, though one could still have abstract theoretical arguments about Via and brand image, but no need to do so here. As for Iced Via, the packaging certainly looks appealing. It's an exciting idea. I would imagine initially there will be plenty of sales as people try things because it is new. Always a new product gets a little oomph in sales because it is new. If the Seattle weather doesn't warm up soon, (wow it's cold for May) I'll be sticking with hot coffee! I'm definitely eager to try it. I've heard a variety of opinions on it. All over the board. Well, taste is subjective.

[Barista Ben]

The "iced" via just reminds me of our "iced teas" we usually sell. Its the same tea, bigger bag. This is the same via, just more of it for a larger cup and added sugar already. The added sugar is actually very interesting. I personally think Via sells best as a cream and sugar coffee. People who really LOVE coffee just aren't going to drink Via as a black brew. Still, it has a place..

[jtom]

Actually, iced via, no sugar, is fantastic. I wish they would market it that way. reat for summertime.

[is it so hard to be civil]

sugar is the first ingredient in the new iced via

[Chaiguy]

A QASA question...

Last week, I was assigned to do a mock-QASA check for our store. I was very thorough and I marked us down for a few things. My SS had a fit and made an excuse for everything that I had marked off and insisted that I change everything. I refused to do it, saying that if it really was QASA, we would have been marked down. Apparently, the SM gets after the SS when things are not perfect. My SS is totally ticked about it, which makes for a really great work environment.

So, next time do I lie in order to keep the peace? I thought that it would be good to know the truth about what we need to improve so that when the real thing happens, we're ready. Has anybody else experienced this?

[.....]

@chaiguy - next time let the shift know that you are doing a qasa and give him 5 minutes to prepare (the real auditors will allow you to do this too). Then be honest - brutally honest - and afterward show the results to your shift so that he knows what he should really be working on. if there are things marked off, he should be willing to correct them right then and there to ensure the store is set for qasa. if the store manager has an issue with his shifts not being perfect, than that's his problem.

[.....]

that should read "then that's his problem." (meaning your shift, not your manager)

[baristamclane]

@chaiguy--Sounds like your SS should accept accountability for his/her shift. I think it's good that you are being accurate instead of tweaking your findings. I have witnessed a SS while doing a mock QASA audit yell at various partners, "Hey can you fix (random QASA violation) so I don't have to check it off on the audit?". The point of the mock audits is to address the areas of improvement.

[Waltie]

"Last week, I was assigned to do a mock-QASA check for our store. I was very thorough and I marked us down for a few things. My SS had a fit and made an excuse for everything that I had marked off and insisted that I change everything. I refused to do it, saying that if it really was QASA, we would have been marked down. Apparently, the SM gets after the SS when things are not perfect. My SS is totally ticked about it, which makes for a really great work environment."

That's a textbook example of a shift who has no idea what his or her job actually is. Pathetic.

[STARBUCKS GOSSIP WEBMASTER]

On a positive note, I got what I consider "old-school legendary service" this afternoon from a barista at the First and Pike Seattle Starbucks. Asked how the day was going, etc. etc. (Didn't get his name, but he had the Coffee Master apron and had a beard.)

[Melody (Reply to Webmaster Jim)]

@WebmasterJim - That is SOOOO awesome to hear!! It sounds like you're describing Jeremy. He's young, a black apron, works afternoons, and has a beard. You can see a picture of him in the link in my name. I probably have some bias, but I really believe legendary barista service in downtown Seattle is more the norm than the exception! Jeremy has been with Starbucks for a few years, and been with that store since it opened.

Hey I would have loved to meet you! Enjoy your stay in our very cool and drizzly city.

[Noah]

Well, I didn't have legendary service this afternoon. When there are folks waiting in line shut-up.

[STARBUCKS GOSSIP WEBMASTER]

Hi Melody, I could be wrong, but I believe the barista who served me had a somewhat "fuller" face, and a light brown/dishwater blond beard. I'm in Seattle for a very quick weekend trip; perhaps next time we can meet for coffee. I've been at about five SBUX stores here and all have been good. The 1st and Yesler store was slammed, with only two baristas working. The crowd cleared out fairly quickly.

[black apron boy]

I'm glad you had a good time at first and pike! Whenever I go there, my service is usually pretty rocky! Sometimes good, sometimes really bad! HAHA MJ( if i remember right) rox! Has anyone ever had truly legendary service at the Westlake Center store with the walkup! I got yelled at when i ordered a hot chocolate misto and said i should've been charged for a mocha! If one didnt know what a hc misto was, i would never hesitate to request a mocha vanilla misto, but the new asm yelled at me! HAHA i know its not standard but ive never had a problem anywhere!

[black apron boy]

Any other stories from that store?! PS I really dont like talking crap about other stores, but I hate being that "second store" a customer walks into because they got such horrible service somewhere else. I feel really bad because it leaves a bad reputation for Starbucks as a whole!

[me]

Jim - the L first could be from a test market. the new frappuccino at first had no sugar in it - had to use classic or sf classic with the base to add sweetness - so it was a skinny frappuccino - sk, then code. then they added the sugar into the base (as is the case now) and we used one pump less base for a lowfat frappuccino - or LMF. you would put the L first. Thennn we go to the full on release and they actually have a light base - so now its mfl.

could be that the shift was just wrong, but for a time, in tampa and austin, LMF was correct.

[shift.misto]

L before Frap and sometimes latte...

maybe the shift was trying to get you to say it in the right order by making you write it in the right order?

QASA:
ask your SM to assign that shift to do the next one, and put two a week on the schedule. if its one person doing one every few weeks+ its going to get personal. but if it is an ongoing task it will get more team oriented since everyone plays both sides. a practice QASA is a learning experience, not a real score. if your shift wants to look good on paper than she needs to try harder, the end. and no, you DO NOT get 5 minutes to "prepare".

[.....]

actually @shift.misto - the auditors will give you up to 10 minutes to "get floor coverage" which will allow enough time to address those violations that can be quickly fixed (change sanitizer, carafes, date all syrups, etc.) they usually over-analyze your lobby during this time, but those are minor points. i've been around for enough of these audits to know the ropes.

[blackhat]

This is an actual drink that a customer orders on a regular basis. He has it typed out on a sheet of paper and he even named it.

Boosted Chocolate Green Tea Strawberry Coffee Hinted Frappuccino:

In a tall size
10 scoops matcha
4 scoops chocolate chips
2 scoops protein powder
3/4 2% milk, 1/4 whole milk
2 pumps Frappuccino roast
2 tablespoons strawberry sauce
tall scoop of ice
topped with whip cream and chocolate shavings

I had to share, too weird.

[teapartylemonade]

blackhat - we have a customer with a similarly complicated drink. How would you ring that up??

I just hate, hate, hate the fact that we've created these monster customers. Of course drinks like this don't take any longer than normal to make, do they?

There should be a hefty surcharge on such customizations...

[slaw275]

one of the comments on our CV is that the customer commenting has been charged multiple different prices for the same drink... I wish I knew if if was an overly complicated drink or just somebody getting testy every time we try to charge them correctly, always citing the "I always pay $X.xx for this drink" excuse for not wanting to pay for their modifiers.

[shift.misto]

@...
we are obviously in very different regions. our EcoSure reps are out for blood.

Re: Modifiers
i wish we had the option to free-type in some things. or atleast give me a decimal for .5 on pumps. anyone ever noticed on the test screen there used to be names? i wish we had the ability to program in those regulars with really complicated drinks. we have on lady who comes thru and her drink is modified clear down the whole label and comes out to 7 or 8 bucks a pop, and the best part, she refuses to tell you what she wants. just "Hey its deb, get me my usual". the first time she came thru on my shift she took attitdue that i was new and didn't know what she wanted, and to find my manager and ask her. of course i had to inform her that i was the manager and ive been with starbucks since before my current store was even built, and i would need her help in getting her drink ordered since i havn't made it before (heaven forbid!). i think we've hated each other ever since.

[javagirl666]

I have never heard of ECO-SURE giving us any time at all to "get ready"..that kind of defeats the purpose doesn't it?

[Doppio con karma]

@ black hat
How do you ring that? Mthinks I'd ring as a strawberries and creme add: chips protein macha.

[Christinschu]

I have never had Ecosure give time to get ready. Infact, in the qasa standards manual, it says they can start marking things off the second they walk in the store. If they see a rag on the counter not in sanatizer solution before they introduce themselves, they can mark you off for it. Every time I've been audited (something like 6 times now) they have come in, shown their credentials, and headed straight to the back or straight to the service area to start their audit.

[Short Cappuccino]

I recently was hired at a Starbucks and after reading a few comments I can already identify with partners who are upset at regulars who refuse to help us make their drink and get testy when you have to ask them twice what it is. I am new to Starbucks but have worked as a barista before and have never seen customers quite like the ones where I work. So far it has been a good job other than the rudeness I have had to endure. Has starbucks ever considered adding gratuity to bills that have entirely customized drink orders?

[blackhat]

I ring it in as a green tea frappuccino, add strawberry, add protein, add chips, add frappuccino roast.

I comes to around $7 but he always has a service recovery coupon. If there is only one person on bar, which there usually is, it holds up the whole line. If would be fine if he came in when we were slow, like in the afternoon, but he always comes in during the morning rush.

Its frustrating to give this guy a drink for free everyday while he holds up the line for all the paying customers. I think my manager is on the verge of asking him to not come in anymore.

[LV]

Quick question for you all:

We have a shift supervisor who is very unethical about her breaks. Takes 20 minute 10s, multiple 10s, has gone to get her fast food BEFORE she clocks off for her 30, etc. Other baristas have noticed, but nobody has said anything.

So, I wonder, what's the best way to approach this? I have an ok relationship with her, but it makes me angry that I and others work hard and take only the breaks we're allowed. Should I go to this particular shift supervisor first and let her know I've seen it happening? Maybe see if she corrects it first? Or should I just go straight to the manager? I worry about my relationship with both the shift and the SM, because I might be seen as a tattletale, or as somebody who is just gunning for her position since I'm trying to promote...

Advice?

[Waltie]

Go to the SM. You're not being a tattletale, you're just giving the manager information that he or she needs to know. That shift is stealing from the company. It's called time theft and it's a big deal.

[Waltie]

And regarding customers with ridiculously complicated drinks... Nine tines out of ten, whenever a customer has some over the top, obnoxious drink order, they then say, "and I have partner numbers..."

[blackhat]

Waltie - I don't find it true at all that 9 out of 10 times overly complicated drinks come from partners. Most partners understand its not fun to deal with needy customers and thus are usually some of the best customers.

[(former) FLA SM]

RE: QASA visits...

Usually you know when a visit is coming soon because they hit up more than one store in the area in one day. Hopefully, you have a network with the other SMs so that the first store will call the other stores to warn them. Also, you should know when you are due based on the length of time since your last visit.
The auditors are not allowed to come behind the counter until you let them. If you know they are likely to show up, and you see someone patiently waiting near the entrance to the line with a clipboard, you can let them stand there for a few minutes while you change the sanitizer, etc. and then ask them "Oh, can I help you?"

[teapartylemonade]

My customer with the ridiculously complicated drink also asks for a venti & a half scoop of ice. And please pour the extra into a tall cup.

Seriously!?! In addition to all the extra ingredients, a venti-and-a-half scoop of ice will yield a venti-and-a-half size frappucino. And he knows it!!

So he's getting a venti-and-a-half frappucino (if he honor his request) for the price of a venti. Are we supposed to 'just say yes' in this situation?

[boner]

I know my QASA auditor as she's done audits at my current store and my old store. Whenever I see a little 4'11 lady with glasses holding clipboard in one hand and wheeling in her pack with the other I quickly have a partner change out the milk carafes and sanitizer even if they are fresh! After she does her audit and is out the door I make it a point to call my neighboring stores in the district to give them a heads up. As long as you don't have any critical violations on your audit its not hard to make it to the 90% mark.

[boner]

@ LV

Go to your SM and address the issue about the shift lead taking the extended breaks. It doesn't sound like you have a good working relationship with this person you describe if she's taking advantage of you guys in this manner.

[Waltie]

The first thing the QASA ladies do (and, for some reason, it always seems to be a lady) is chat with the shift on duty about what is happening and what they need to do. Then they present a list of documents and items that they need to make sure are present in the store (food safety certificate, sandwich thermometer, pest report, etc.) While this takes place, another barista should be going over the store to make sure everything is looking good and in order. If this means customer service slows down for a few minutes, so be it.

Also, it's important for every story to have a plan of action for what to do when the QASA ladies show up. Also, even though I appreciate getting a call from a nearby store after they received an inspection, it's pointless. In my years at Starbucks, I've never received a phone call about an inspector and then actually had somebody show up. It's never worked that way.

[barista101]

We have a local kid who has returned from college to work for the summer. He has lots of friends who go straight to the bar and he gives them all free drinks when the SM or ASM is not present. This irks me. But he is very friendly with the ASM. What do you reccomend I do?

[yeah, I said decaf]

There's one Starbucks near me in Houston, TX that is just ODD. It's a standalone shop, with a drive-thru, and every time I go through with my car I swear the folks working there are high as a kite ;)

Last time I approached the drive-thru I was greeted with yodeling. Then another time it was random yelping. I've started going in for my drink when I go there, though it can be just as weird.

Plus, it's generally dirty inside... kinda gross, actually! And the last cappuccino I ordered tasted like sour milk.

Got told by a barista that I have beautiful eyes the other day though, so I'm tempted to forgive all sins ;)

[Starbucks Barista 2005-2008]

Barista101, I suggest typing a little note about it to your SM and then either put it in their mailbox or hang it up by the back computer. Just don't sign your name to it, but that you work there and see this particular barista's repeated "theft" from the company.

[Melody]

@teapartylemonade - Penny wise, pound foolish. The cost of raw product (a cup and more ice) is very small compared to labor and healthcare for partners ($330 million a year). Your product is easily paid for. Just do what is right to maintain Starbucks' good brand image, and friendly customer experience.

[Darth Discontinued.]

While Melody does have a point from her view the problem is, if you do special things for certain customers then you have to treat EVERY customer with those same benefits. That person pays for the Venti, they recieve whatever fits into that Venti cup.

What if the person behind them sees you giving away extra product and feels like they are not receiving the same load of free things? It is not very legendary to treat other customers better than others.

Jusy say yes is not the "Do whatever they want if they complain" policy. It means we will make them according to standards in the best way possible. There are food safety laws and there is an entire manual designed to provide this person an appropriate way to be rang.

No matter who you think you are does not make you above rules. Just because I think I have a sweet tush does not mean clothes in public are optional.

[javagirl666]

Very well said ^.