Claim: "What's wrong with Starbucks is also what's wrong with America"

Yisrael Campbell complains about replacement lids at Starbucks and not getting a quick decaf at midnight. He manages to throw a Times Square bombing attempt reference into his screed, too. Read "What's wrong with Starbucks is also what's wrong with America"

Comments

[formerpartner]

this is hilarious- what's wrong with customers is what's wrong with America! And I'm not even a partner anymore!

The first example, ehh, whatever. Chalk it up to someone reusing a cup and getting burned (really, just warm hand) because of it...

But the 2nd example- really? That's the way this customer thinks is best to solve the problem? To call the DM at midnight? I laughed out loud reading this.

This is exactly why I got out of there- crazy customers coming up with ridiculous metaphors to describe how Starbucks isn't satisfying their obnoxious lives.

Geez.

[Barista Ben]

I put lids on all refills because I spilled burning hot coffee on a guys crotch once when I put his refill on the counter than knocked it over right into his crotch. Yeah. Not a fun situation. So refills get lids.

[Chris]

Wow, I'm shocked. Both, by the writer as well as the barista in question. Are Starbucks employees not empowered to make a decision on their on in the best interests of keeping a guest? Or worse, do Starbucks employees just not care as so many low wage workers do?

How difficult is it for a barista to be congenial and simply say, "I'm sorry we don't have decaf prepared and it will take ten minutes to make you a new pot, OR I can make you a decaf Americano and it will be ready in a jiff."? There are so many easy ways to diffuse the situation if you're empowered to do so. Secondly, so if you make the new pot of coffee and you're closing after this customer anyway it will only take a couple extra minutes to clean the machine again if it's already been cleaned. Isn't it better to do it and have a customer say, "Wow, this employee went an extra mile just for me." We all like that feeling, don't we?

The writer OTOH, is just being a wee bit too much of a complainer. Would the writer have been happy if the barista accidentally dropped the coffee on the counter as s/he was handing it over, spilling that hot coffee all over the customer? I've spilled a 32oz soda on a guest before in that same manner and they weren't happy and that didn't even cause scalding burns.

[dottie]

When we stop brewing decaf or bold why do partners not default to the pour over method

[BaristaK]

If this guy was in the Philadelphia metro area yesterday, the first part of his rant is about me. I had that exact conversation with someone who looks exactly like him.

[BaristaK]

Yep. It was him. He's Philly-based.

[Christinschu]

OMG that was rediculous. He went from lids to terrorism? wtf. ?!!

[PostBacc]

I actually kind of "get" what the customer said. As a former partner I used to question the inconsistencies all the time and found it very frustrating that we were not empowered to just do what the customer asks.

[LV]

Love that he thinks his little decaf problem is worth waking someone he doesn't know up at midnight. Such a lack of perspective is not something I'd brag about publicly on a blog.

[Melody]

The first part of his rant irritates me. That's not really a "refill" and if he wanted to be green (since he's so concerned about the lid), he WOULD use his own personal tumbler. I don't get why people don't use more personal cups: A stainless steel tumbler will really keep your drink warm.

The second part of his rant leaves me scratching my head: Legendary much? Brew on Demand? Pour Over? Did the pour over not make it that far east? Well, at the end the barista gave him the drink for free which was a very nice gesture on the part of the barista. I guess all is well that ends well. We've now discovered the DM version of "beeper duty."

That's really amazing that we have the exact barista who has helped him, here on SG. I'd say that most baristas don't read these Starbucks blogs at all from what I can see. @BaristaK - I think you should comment on his blog! :)

[just another partner]

there was actually an action item a while back. we are supposed to throw out the old cup and lid and put the refill in a new cup with a new lid now. ringing in the refill takes into account a cup and lid (for inventory sake) now. they said something about health code... i actually have SEEN people take a cup out of the trash and bring it up to the register and ask for a refill. no joke. this way at least someone is getting a clean cup and doesnt have nasty old caked on milk and who knows what else on it... what about the guy who leaves the cup in their car overnight and reuses it over and over and over? they can get sick from that too... i guess sbx doesnt want anyone getting sick from one of their "drinks"? (and i know the policy about staying in the cafe but how many times do people get refills and havent been in the cafe the whole time etc).

[Christinschu]

At everystore I've ever worked for/managed the barista IS empowered to make the customer happy. Ummm Just say yes?!?!

[epicfail]

so, let me guess-author was hung over and desperate for an article, any article, and he grasped back, way back and came up with this garabage. Since the health department dictates refills and pour over has been in place for some time. Very poorly written and full of error. Fail.

[RememberTheGoodOl'Days?]

They released an action item about all refills needing to go into new cups/lids because of how the health code is interpreted in some areas. In this case Starbucks was trying to make it just 1 policy for the whole company vs some places can reuse cups while others can't. I don't get this guy, I don't want to touch your lid that you've been drinking out of anymore than you want me licking my hands and making your coffee.

[Bill]

Did I miss something>??? I can buy a cup once, and with my registered card, exchange the cup an infinite number of tines for the rest of my life, under the guise of a refill???

[shift misto]

that is correct bill. or you can be like our local homeless and just 'find' a cup. who cares which cup, you're getting a new one anyway!

[Coffee Soldier]

Hahah...I just laughed out loud at RemeberTheGoodOl'Days "licking hand comment"!!! Thanks for starting my morning off with a chuckle!

Off to press some 3 Region Blend...I am loving this stuff!

[gc]

The author of the article is grasping at straws for content ... green straws in white wrappers.

[Doppio Con Karma]

"I hate waste. So I challenge her."

obviously you don't hate waste enough to not waste non recyclable cups every day, get a tumbler ya bum.

His writing style also smacks of someone desperate to be edgy, and self righteous. You just come off as a jerk Chris Campbell.

[Argentius]

What.

An.

Ass.

[....]

i've been to quite a few stores who will mark the brewed cups with the date and/or store number. that way the customer can't keep coming back, and can't go to another store. just sucks that this isn't a consistent policy, it would make things so much easier.

mission review time?

[Anonymous]

Chris Campbell is probably nothing more than a limp-wristed drama queen writing this article. He's not special.

[javagirl666]

Just another partner: You don't have to stay in the cafe' anymore..$.50 refills have been on the menu for quite some time now, with no stipulations.

[baristabrenda]

Starbucks does not brew decaf or bold coffees all hours of the day/night any longer because most of it was being thrown away! Policy says that brewed coffee expires 30 minutes after brewing. This is why they brought back the pour over method, and I don't know any stores around me (Seattle area) that do not offer a decaf americano for the price of a decaf coffee because of the inconvenience. We also offer to use the pour over method (very similar to a french press which brings out the flavor better anyway) and if that is not satisfactory, we would gladly brew a pot of coffee for just one customer. It takes only 5 minutes. I understand the concern about refills. We were recently told that there was a change in policy, we are required to provide a new cup and lid. Honestly, if someone was going to make a fuss about a new cup and lid, I would just use their old one. We do have rules, but we also have the "just say yes" policy.

Like previously mentioned, the best way to solve this problem would be to bring in your own cup. Save ten cents per use, and you don't waste a cup and a lid...and possibly another cup and lid.

[mornbecomes]

@baristabrenda- I'll have to disagree with you re: "Honestly, if someone was going to make a fuss about a new cup and lid, I would just use their old one. We do have rules, but we also have the "just say yes" policy." It's health code to give a new cup and lid- meaning it isn't optional and cannot be okayed under 'just say yes'.

[Legendary or bust]

This was on Huffington Post... Need I say more?

[Mrs. Tillinghamshackles]

Javagirl666 - Who told you that? If you get on the portal and look at the most up to date policy, it is same store visit. I believe it says this in the rewards brochures as well.

[yeano]

Yea, you tell the health department you were just saying yes when they show up.

[(former) FLA SM]

"Policy says that brewed coffee expires 30 minutes after brewing."

Of course that policy came after the policy that said brewed coffee expires 60 minutes after brewing. Just because it's policy today doesn't mean it's true or will stay the same. (Espresso shots in shot glasses, for example.)

[donthaveacow]

however, health department issues cannot be budged on.

[me, myself and I]

javagirl666 and Mrs. Tillinghamshackles talk about two different things. One is the paid refill, available to everyone with a previous transaction (however you want to figure that one out). The other one is the free refill as a reward to registered and qualifying card holders. This is restricted to same store visit. It doesn't always have to make sense to be a Starbucks policy...

[gc]

@Posted by: Legendary or bust | May 12, 2010 at 04:06 PM

Yes, yes you should. HuffPo is a decent newssource. Feel free to explain your over generalizations and whatnot.

[Christinschu]

me, myself and I: two different refill policies? what are you talking about.

Registered card or not, refils are IN STORE only. Just as at a fast food chain that has "free refills" you can only get them while you are in the store, you cannot just willie nillie walk around with old cups fillign up with free soda. Infact, most would never even dream to do so, but for some reason starbucks customers hear refill and they think it means for hours, days, and even weeks at a time.

[Barista G]

Politics doesn't really mix well with anything but low oxygen levels. He's comparing several completely unrelated things and throwing in words like "Starbucks" and "America" to get attention. This is like the idea that you yell "FIRE!" instead of "RAPE!" so people actually care enough to listen.

[Legendary or bust]

gc, really? Huffington Post is today's moveon. It's as logical in its observations and conclusions as well as calibre of native and guest writers as Media Matters or primetime MSNBC in this poster's mind..

[Legendary or bust]

green_cup, don't feel the need to respond, by the way. I as impervious to counter-comments as Al Gore is to "subversive" reportage.

[javagirl666]

Refills are listed on the menu boards. There are no stipulations listed up there with the price of $.50..Is the price of a tall latte also debatable?

[Christinschu]

javagirl: yes the price of a refill is .50, no one is arguing that. But you are saying that the MEANING of refill is different than it is. A refill MEANS refilling what you purchased that visit. Starbucks gets to stipulate that, just as they stipulate what a latte means. Technically latte means milk, but when you go to starbucks you know if you order a latte you get what starbucks considers to be a latte. Your line of reasoning is ridiculous.

[actually]

what would you be refilling? A refill equate you originally filled...it's not really that complicated.

[black apron boy]

ok so who is ready for real policy! I hate going on this site and seeing lies passed of as QASA this and policy that! Policy states that the only substitutions for a coffee are a freshly brewed pot or a pour-over! I am the first one to be all up in the SAY YES house, but i can make happy customers without the words Americano coming out of my mouth. As for the cup procedure, health-codes across the country require all forms off reusable paper and plastic products to be thrown away due to contamination. A reusable tumbler is to be rinsed and the lid not touched. People taking things out of the trash and being handed over are to be thrown out and no refill given! Same at AMC! At our store, we give out a million water cups so we mark them H2O. I bum comes in off the street and demands an ice coffee refill with said water cup. We all kinda giggled and told him that he had to have purchased coffee to get coffee. It's really not that hard to be genuine and knowledgeable, while still being direct. SORRY FOR THE ANIMOSITY. maybe im number one Starbucks geek but i now the book like the side of my cup haha

[actually]

prior to the pour over the americano WAS policy. Check your hand again.

[Karl Dahlquist]

Huff Po, that explains it!

Here is some of my logic.

Starbucks is to Times Square Bombing as
Seattle's Best is to Gulf Oil Spill.

[Grandecupofshuthef@ckup]

The writer should not have challenged the barista, she is not the one who came up with the policy. If he has an issue with policy he should call the corporate office and bark up their tree. Baristas just don't get paid enough for the crap they have to put up with from all the snobs out there complaining about every little thing. There are people in other countries that would be happy just to have water; in America if you put foam on someones latte they throw a fit like a child who was just refused candy. That is what's wrong with America. Do not even get me started on the second article. Was it really necessary to call the DM at midnight. I'm sure something could have been worked out or a supervisor could have corrected her. Yisrael please pick your battles.

[coffee gal]

Liked the article, but can not agree more that there are so many inconsitencies in stores. Between our GM and SS someone will always tell you to do something different! They give fresh cups, they don't. They give refils, they don't. They charge for Americanos, they don't. Differs from day to day and who is working and if it is a "regular" or not.

[elizabeth]

WOW the same thing can be said about McDonald's, or any high flying corporation really. I could have just gave you a regular, CALLED it decaf and you wouldn't have known the difference. ask for a decaf Americano next time and stop being a pansy pants because you can only drink decaf

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