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

Profits are up! VIA's selling like hotcakes! The dividend has been increased! Things are looking up -- right? Let us know. Discuss the state of Starbucks or anything SBUX-related in the weekend OPEN THREAD. || Jump to the second page of comments.

Comments

[Cuban]

VIA Selling like hotcakes?

We've been busting our backs at my store, doing everything from VIA Ice cream, to samples, to dressing up, to asking every single last customer if they want to buy a pack.

We are so far behind our "goal" that the morale has dropped like a bowling ball.

God forbid the DM get her butt in here and try to sell it. Its lovely getting talked down to because its the "baristas" fault. When theres a supermarket right next to us selling it for cheaper.

FMSL.

[Andy]

From http://www.overheardinnewyork.com/archives/022786.html:

Customer: I'd like a venti passion tea lemonade please.
Barista: Sorry, we're out of venti cups.
Customer: Okay, can you just put it in two tall cups then?
Barista: Sure, no problem.
Barista, after ringing up customer: That's $5.98.
Customer: Um, a venti lemonade is $3.55.
Barista: Yes, but you ordered two tall lemonades.

--Starbucks, Queens

Hahahahahahaha

[jeclasse]

This is how it was for the first VIA launch at my store. We were told to literally harass customers with it, get it in their hands, sample, dress up, it was absurd. Luckily, we did a really good job hitting our goal, but the morale was still really shot from becoming ridiculous salesmen. Ironically, our iced via sales are HUGE and I have personally, done NOTHING to help it. I'm a shift supervisor and I just don't talk about it unless a customer asks. For some reason, people are more willing to ask if I have a sample out and then listen to me because they asked the question then me forcing it in their hands. There are 2 people at my store who are so over the top with it our customers HATE it. Which is why I love my store because we are all surly and so are our customers.

I would really suggest laying off the overwhelming selling, just have some samples out and usually that will spark peoples interest.

[jeclasse]

And, by the way. I love 'FMSL'. Genius.

[socal barista]

I have a question. Yesterday during our morning rush, a customer asked me if we could put butter on her bagel before putting it in the oven. I told her that it was a health code violation for us to do that, but we'd be happy to give her as much butter as she'd like. She glared at me and told me that they did it for her yesterday. I told her that they weren't supposed to do that, and unfortunately we wouldn't be able to today. A minute later, I saw her standing by the warming area and one of my partners was putting butter on her bagel! I was really angry that she went behind my back like that. Anyway, my question is, what is the exact reason we can't put butter on food for customers? Thanks so much.

[STARBUCKS GOSSIP WEBMASTER]

>>>VIA Selling like hotcakes?

That's the impression you get from STARBUCKS execs when you read the earnings transcript posted yesterday. You know, "velocity" upward and all.

[Doppio Con Karma]

As far as I know (sbux tribal knowledge) Sbux doesn't have to have every barista go through food safety training and certification if we're not modifying food-putting on butter or what have you.
it also limits their liability as they are not encouraging you do anything but tossing a sandwich in the oven.
that said, INAL, but the above is what I've always been told and passed on to new hires.

[ncsm]

The unending pressure to hard sell VIA is more responsible for the decline in both partner AND customer morale than anything else in the past year. Customers are SICK of having this product shoved (sometimes literally, when customers are FORCED to accept a sample)down their throats!! Lets give it a rest and try to refocus some of our passion on RE-establishing the "third place"--because believe me, it AIN'T there anymore! And I totally second the idea of getting the DM's to close their laptops, get off of their lazy asses, and actually help us to sell VIA! Lead by example--right?

[bitterbean]

Not to mention all the fudged via transactions: instead of ringing in a drip coffee, scanning a pack of via etc.

[Lemon slice for your tea? Nope....]

The reason you are not allowed to put butter on a bagel is the same reason why we don't have sliced lemons, and why all our pastries come pre-sliced, and why the sandwiches are pre-made in packaging. Starbucks is not considered, nor do we have a license to operate as a "restaurant". We are allowed to "assemble" drinks and other food items such as oatmeal, but we are not allowed to "prepare" food. It also probably has something to do with the fact that not everyone has taken a food safety course and therefore nobody gets to prepare food.

Other stores and partners who "bend" the rules are throwing the rest of us under the bus under the disguise of being nice. EVERYONE needs to follow the standards for the sole purpose to give customers a consistent experience and so they don't become frustrated with what is OK at one store and with one barista but not with another.

[barista again]

First of all there is not any other food license than the one we have. Our food license is the same as any restaurant, and allows us to prepare food and drink. We do not have lemon due to the fact we would have to cut it. Cutting fruits and vegetables allows the transfer of bacteria from the outside to the inside. This is why we peel bananas instead of cutting them.
The butter and cream cheese is another issue. These items come individually wrapped. The health department says we can't put these on items for customers. If you have ever been to a place that puts stuff on bagels you will notice that the take cream cheese out of a large container meant for that purpose.
It is the managers responsibility to make sure all partners know the rules and also the why behind them. It is always better for the customer to know why we can and can't do things.

[Joe]

I've noticed a surge of U.S. Census Bureau workers in Las Vegas SB stores. There were so many Census workers in one SB location yesterday that there was barely enough room to stand.

Is it the same across the country? I'm curious.

[STARBUCKS GOSSIP WEBMASTER]

Census workers have their "favorite places" to hold meetings, and I suspect many of them are Starbucks stores. I have a friend who is doing census work and they meet at a Greek coffee shop/restaurant. I'm guessing that the team leader's favorite hangout is used as the meeting place.

[seventysix [76]]

Hello partners and customers!

My store in Savannah, GA is launching our Clover machine on Monday. The closest markets with a Clover are Miami and Boston.

If you're at least remotely close to Savannah and have never tried Clover-brewed coffee, come try it! It's a great cup of coffee.

Best,
seventysix [76]

[Barista Ben]

The clover is awesome. I checked out the LA Live Starbucks that has a clover and its a damn nice cup of coffee - damn nice store too!

a store near my home is slated to get a clover but its been put on hold for a while. I hope they get it soon, LA is just a bit of a drive for me!

The Via thing is a pain. We do our best to hit our goals and I think we do a pretty good job, but we don't hit our goals. The store down the way to us hits there goals consistently because they are doing Via for the troops. Its amazing how many stores are doing Via for the [insert group here]. I saw it all over San Fran when I went down, and almost every store in my district is doing it now because the one store that was doing it keeps getting all this praise.

I wish they would just stop with the pressure to sell Via. I get it, its a core product, you want us to sell it -- ok. But don't get mad when no one wants to buy it. If it was such a great product why do we have to work so hard to sell it?

[pregnantbarista..tired of VIA]

VIA shmia...I'm tired of forcing VIA on customers. They've had it, we've all had it. My manager puts our daily goal on the DCR and it's the least of my concerns. I'm sorry, but like someone else said in a previous post, but my DM is NOT gonna come to the store, put on a grass skirt and try to sell it!!!

If a customer wants it, he/she will buy it. I have regulars that usually come inside go through the drive thru because they're less likely offered a sample or can just turn up their music and ignore the person at the window.

Starbucks has moved from being a 3rd place to an annoyance. From being a place with integrity to a money hungry corporation..its sad, but true...

And to my friend with the food issues. I HOPE you said something to that other partner!!!!

[STARBUCKS GOSSIP WEBMASTER]

Two years after Starbucks bought Clover, there still isn't one in a metro Chicago store!

You don't think Starbucks bought the company -- and basically shut it down -- just to keep Clover systems out of independent stores, do you? Naaaah.

[MelodyWithblog (reply to webmaster)]

@WebmasterJim - Clover is expanding. There are 2 Starbucks with Clovers in Illinois. One in Schaumberg, and the other in "Piper's Alley" store in Chicago.

It seems like Clover has taken off again: There are 2 Clovers in New Jersey now, from what I hear, and one in Savannah, Georgia, and California is getting has a new one near Sacramento. All of the above Clovers are fairly new. Seattle already has plenty of them, but today I heard that yet one more is going into downtown Seattle, at a Starbucks on 2nd.

[Darth Sidamo]

I think what Jim is trying to say is that he bought an entire company, meaning that Clover is a Sbux exclusive and it has only expanded to be a niche coffee in what? A store or two in very few markets. I have to drive four hours to the closest Clover store. Minus that one I would have to drive as far as I know ten hours.

That is like Disney buying Lucas Arts and then having George Lucas make only late night adult phone line commercials.

[SM in SoCal]

Did anyone else see the new 401k announcement on the portal today? I opened so Im tired as heck, but theres 2 versions of the 401k now. Theres "regular", which I think was 100% match for the first 4% and 50% macth for the next 2%, or "enchanced" which is a 100% match of the first 6% contributed by the partner. Even better, matching will be added every pay period instead of yearly! This rolls in 2011, and Sbux will announce at the start of the year if theyre doing regular or enhanced. I might be a lil off, but if youre a 401k-saver, check the portal!

[SPORK]

does anyone know if I can get my partner discount at 15th avenue coffee or roy st. coffee?

I'm planning a trip to seattle, and I can't wait to visit them!

[Melody]

DarthSidamo - I think Starbucks officially bought the Clover in about January 2008, and with roughly 60, to 70 at most, Clovers nationwide, I get that that is painfully slow expansion - 2 or 3 new Clovers a month? But I did want Jim to know that he can finally go to a Starbucks Clover store. (Your Lucas analogy is hilarious. I had to laugh!)

@SPORK - That's so cool! The 15th Ave Coffee cupping is at 11 am and I'd love to cup with you if I can! My understanding is that you do not get a partner discount at these two stores. :/ I'll try to double check soon.

[barista206]

SPORK- unfortunately you do not get your partner discount at either location. but don't let that stop you from checking it out--both are awesome.

stop by 1st and Pike and use your partner markout for a half pound of the Pike Place Reserve. You won't be disappointed.It's a great coffee.

[JavaJunk]

Hey partners tell me what you think about this.. A long time regular who orders probably 9.00 worth of drinks comes in once a day 6x a week, he always acts a little weird but we ignore it. He mentioned to a few people that he has a cd and would like to give us a copy, i get in today and there is a packet, with a cd, and essay questions (like a cust. Voice but for the cd) with my name on it and a Sase from the guy. I personally have the time but professionally find it quite odd the amount of time he expects me to spend on this. Would you do it, and if no.. What would you tell this regular as not to offend and keep his business?

[JavaJunk]

Oh yes, about the butter on the bagel.. Did they want it on before it went in the oven? I know that's specific. But I believe that no liquid is supposed to be put on that ceramic plate or it will soak into the porous parts an cause it to crack when it cools and reheats. All of our partner in wa state are required to have food handlers which includes the food safety, so they would know how to handle it, but like the previous person said they are individually pckgd for that purpose. However if it's a grey area I would presume howie would expect us to acknowledge the cust. Needs and just say yes.

[Fork me! I'm done!]

Starbucks Gossip Webmaster is as lame as the constant flow of newbie store managers they hire to keep wages low. The douche edited my post of truth. Partners do not have to give their names to angry customers. You're fired due to low QASA scores. Now we can replace your 40k salary for a 30k-gung ho tools from stores like us w/out legal recourse.
I'd love to talk to you webmaster...you have my e-mail address. Maybe we can meet at the local Pete's or Coffee Bean. Don't be scared!

[Happy Customer]

Hi All! Happy customer here, looking for a little advice.

The partners at "my" Starbucks are amazing. I go in 2-3 times a week very early in the morning (5:30 AM) and they are ALWAYS going out of their way to connect with me. They all know my usual drink so I don't even have to order anymore...one partner even had it made by the time I got inside because she saw my car pull up!! They are fast, friendly (even at the crack of dawn), and my drink is always perfect. Even if they are just "doing their jobs", they make me feel like they care about me as a customer. I will never go anywhere else!

So my question is: what's the best way to reward and recognize them for being so awesome? Save up my $$ and put a big tip in the tip jar? Tip them individually? Call the manager? Write a letter? Contact the DM? Send flowers? :-) Compared to other coffee shops I've been to over the years they really go above and beyond and I think they should be recognized for that, but I'd like to do it in the way that would be the most effective.

Thanks for your help!

[formermanager]

Happy Customer, I think cash is always the way to go, but the tips are split among everyone. We had a customer that would give us each a card with a personal tip in it. Great customer, made that job worth it!

[STARBUCKS GOSSIP webmaster]

>>> Maybe we can meet at the local Pete's or Coffee Bean. Don't be scared!

Why be scared of crazy, delusional person like you?

>>>Starbucks Gossip Webmaster is as lame as the constant flow of newbie store managers they hire to keep wages low. The douche edited my post of truth.

I don't "edit" posts -- delete offensive ones, yes -- and I have no idea what you're talking about. Obviously the summer heat has gotten to you.

[Doppio con karma]

@happy customer
baked goods are always welcomed. We have an amazing customer that brings two colossal cheesecakes in around Christmas, always increadibly popular with the partners.
Cash is cash, but cheesecake is delicious

[SBUX regular]

Another happy SBUX customer here....and also wondered over the years to say "thank you & job well-done" to my local baristas. Would food really be an acceptable way to say thanks? Love the idea.

[James Connolly]

Food, especially good food and cheesecake, is always welcome at my store.

So yes, if you are a regular and the people at that store know you, bringing in food is a great way to say thanks, because you can damn sure count on the fact that the company isn't showing any gratitude.

[Back in the Southland]

Hey Seventysix [76],
I'm up in Florence, SC. Coming your way Aug10-12 for my wife's bday. Looking forward to trying it out.

[ohgibbs]

@ Doppio con karma

A few days ago, I baked a pan of brownies for the morning baristas at my regular store. I had gone in a few days before and ordered, then realized I had left my wallet at home, but they gave me my drink on the house. They seemed to honestly enjoy the thanks.

[gc]

It's a horrible idea to eat food brought in my some random customer, regardless of how well you might think you know them.

You don't know what they put into it or what their kitchen looks like.

I'd graciously accept the offer and, as soon as they left, pitch it.

Sure, it's a great gesture but one can't trust random strangers offering edible things.

[Sick, Hot, and Tired Barista no longer!!!]

TODAY IS MY LIBERATION DAY FROM STARBUCKS AND IT FEELS OH SO GOOD!!!!!!! NO MORE BAR TIME, CADENCE, LEAN, QASA, STINKY GREASE TRAPS, MILK ON MY SHOES, RUDE YUPPIE CUSTOMERS, AND CLEANING SHIT OFF THE REST ROOM FLOORS FOR ME...YIPPEEEE!!!! I HAVE OFFICIALLY BEEN PROMOTED TO CUSTOMER.

[SPORK]

Thanks everyone! And Melody, I'd love to do a cupping with you! I'll DM you on Twitter when I have the dates all set

[Kro]

Tips are always the best way to thank the baristas.

[LV]

gc - How cynical you are! We have a few regulars who bring us candy on Christmas, or a batch of cookies on special occasions, and I think it's wonderful. We always just put it out in the back or in the partner food section of the fridge and let whoever wants some have at it. Maybe a couple people will be skeptical and not eat it, but at least those who want something homemade can have some.

Regarding appreciation, tips and a well placed call to the DM is always nice, and maybe call out a couple specific baristas whose names you know, and who made you feel particularly taken care of. DM's mostly get the negative calls so they can have a skewed perception of the store, and they rarely acknowledge specific people who are doing a good job. It's nice to remind them every once in a while that customers can be intensely satisfied too. :)

[Waltie]

My store has a regular who brings in pies once a month or so. Everybody thanks him, but I've yet to see anybody actually eat any of them. And why would we? We don't know him, what he's doing, or what's in his pie. Wonderful, find gesture, but thanks but no thanks. I'm not going to eat something given to me by a stranger.

Want to thank your barista? Just say thank you. If that isn't enough, throw some money in the tip jar.

[just_a_shift (so long folks.)]

Reading today's posts just reinforces my strong beliefs...

That I am so much better off having Starbucks out of my life. Today was my last day, folks. No more SBUX. Ever. No more corporate bullshit, no more DM's from Dunkin' Donuts, and best of all, no more of most of you customers. To my regulars: I love you all, and will miss you, and will remember that you treated me with respect. To the rest of you: You are ignorant, rude and pitiful specimens of humanity. If I didn't hate SBUX for the way it's treated me and my friends and family, I would rejoice in its' ability to fleece you fools of your money in exchange for pennies worth of ice, milk, and chemical by-products. As it is, the whole episode is evidence of the lack of any value ih in our society. Enjoy your Frappucinos (tm) sheep. Good bye, and enjoy your heart bypass surgery.

[gogogo]

@sick, hot and tired barista and just_a_shift

GOOD RIDDANCE DEAR GOD! I hope your next employer has a blog devoted to it too so you can complain all of the time on there as well! STOP POSTING! FORGET STARBUCKS! MOVE ON! SHEESH!

[Alex]

@gogogo These are long-time baristas with the company. After all they've dealt with (which was enough to make them jump ship, I might add) I think they deserve a little more than "GOOD RIDDANCE AND MOVE ON WITH YOUR LAME LIFE".

I was paraphrasing, but you catch my drift.

Sick and Tired/Just_a_shift: I hope you too enjoy the new chapters in your life. Thanks for working with Starbucks, and thanks for enlightening people via this blog about your experiences. From the way SBUX is described these days, you two can't go anywhere but up :)

[WPGBRSTA]

falling in love @ the work place with either coworkers or customers? thoughts?

[JavaJunk]

Wpg.. What are the rules on that? Are we allowed to fraternize with customers if they were customers first and I think baristas and shifts and managers generally don't hang out, at my store I know people have Hooked up and kept it on the DL. Then of course back in the day a manager had to split two people who came out about being a couple at the same store and sent one to a diff store. The business ethics and compliance group could be called if someone got a whiff of it and those people might get fired at worse. That's suh a good question. I'll have to read up on it.

[Get Over Yourself Just a Shift]

@just_a_shift.

What a b*tch you are. With a p*ssy attitude like that, you don't deserve to be employed at Starbucks or anywhere else for that matter.

Maybe they can fill your spot with someone who actually will appreciate the job and not someone as lousy, rude, and arrogant as you seem to be.

[Get Over Yourself Just a Shift]

And one other thing. It's not the customers' fault that SBUX treated you as poorly as you claim they did. So don't go out and smack down the customers. If they didn't come into the store and spend their money, you wouldn't have a paycheck because there would be no store to make money to pay you the wage they did.

[baristamclane]

@Happy Customer,

I'd be lying if I said tips are not the fastest way to a barista's heart. But any form of gratitude is always appreciated. I've had customers bring in food, cards, flowers, and even a case of barbecue rub.

My best tip from a customer? A gentleman who rounded up some of his friends and serenaded me after I had made him a frappuccino. It was a little over the top, but really cool because that's a tip that you don't have to share with your co-workers!

[I.Heart.Spirit.]

Maybe I'm weird... but I don't even notice when people tip.

The one thing I always appreciate is someone genuinely telling me thanks. Whether it is because I started off their day at 5am with a smile or they had a really rough day and my hand crafted beverage was the only good thing that happened to them for the day.

Hell, just someone giving me their full attention while I'm talking to them makes my day!

[no one]

Customer Voice is my stores Achilles heel. My store's QASA is in the 90s, sales over LY in the double digits, controllable and total contribution beating budget, turnover below 60%, VIA sales goals met and beat weekly, happy partners and customers. Yet for overall satisfaction on customer voice its been staying at 79% for a year. All other areas like friendliness, taste of beverage, etc are above the targeted goal.

The clencher is that most of the stores in my district have their overall scores in the 90s and one is even 100% this last go round. My guess is that there is that several of these stores are falsifying scores by completing the surveys themselves or just saving surveys to give to a customer that will give them high scores. Stores that score 66% a few months back all of the sudden hitting high 90s? Lots of fluctuation up and down with the others, but mine stays consistent without upward or downward spikes.

Does anyone think its possible for a store to hit 100% overall satisfaction on a customer voice without some kind of manipulation going on?