Can Starbucks keep growing if its culture unravels because of unhappy employees?

That's what the author of this story asks. Reuters reporter Lisa Baertlein interviewed two dozen current and former Starbucks employees who report that the economy and the company's two-year overhaul are transforming Starbucks' famously idealistic, employee-centric culture into one that is increasingly pragmatic and corporate. (Of course, that's been discussed here a lot.) || Read "Starbucks employees say work has lost its buzz"

Comments

[nycbearista]

Lost its buzz long ago in NYC, but I always felt that outside of the New York Metro it was better - certainly it was in the Central Pennsylvania store i worked at - but then this was a brand new region, so it was all bright and shiny for everyone then.

I left in February 2010, for what looked like a better prospect at another company with higher pay, and so forth. i just quit that job, and the choice of going back to Starbucks is hard. I am resisting it so far, because i know it will be hell for me.

On the other hand - who else even bothers to offer anything to employees? Sure Starbucks benefits aren't what they were, but they're way better than nothing at all. there are a lot of people who simply don't have a choice. But hiring them isn't going to make it a better place to work or visit.

[CD]

Asked another way (building off the open thread): Can a $150 bonus repair the damage of the past few years?

[TiredofThis]

Can a $150 bonus repair the damage of the past few years?

No.

[Waltie]

I clicked on the link to see if there was a quote from Erik Forman. And, of course, there was.

[now that's funny]

from That 70's Show?

[anon-girl]

FINALLY SOME ONE GETS IT!!!!

Thank you to whomever wrote this article. I hope it reverberates throughout the halls of starbucks headquarters. Starbucks is just not fun any more and it's not ending. they keep piling expectation after expectation, compliance, qasa, new register software, pushing via, it's killing us.

[anon-girl]

The larger issue at hand is that those at Starbucks Corporate cannot understand how to repair the damaged that's been done to employees at the store level. Their efforts of late [cash rewards] won't fix what's broken. The message has to be sent down from corporate and really sink into Regional Directors, and then to District Managers that the pressure has to be eased off of.

In my store, we've been meeting our combined via and whole bean sales, but, we're doing it selling more whole bean then via. Alas, as expected, it's not good enough, and we're getting pressure to sell more via.

The fix will happen when a vested and long term interested is taken in partners, in the form of better and sustainable pay, sick days and personal days for Shift Supervisors to name a few.

[Sbux Manager]

Starbucks culture sold out to Toyota when we became atom a tons with repeatable routines and lean thinking. There is no individuality anymore and the customer voice overrides partner voices. The culture was lost when the stock price became more important then its people. Its not too late but it must be top down rather then bottom up. Iv'e been with Starbucks as a manager for 7 years and understand some of the changes but its just like any other corporation out there now. After all...we were never told the results of the famous partner view survey were we?

[MB]

Obviously these unhappy employees have never worked at another company and don't appreciate what they have. Starbucks treats its employees a million times better than most companies. The benefits, mark outs, discounts, bonuses and opportunity far exceed the majority of today's struggling employers, and those employers who aren't struggling still are not so generous. Maybe these unhappy employees should take it upon themselves to set some new personal goals to make work exciting again and fully buy into the changes coming down the pipeline. Stop whining.

[SBUX Alum Bill]

SBUX can probably capitalize on its old image as an enlightened business for another year or two before the public gets wise to their game. I used to be one of those foolish customers that was willing to pay more for the feeling that I was contributing to something special. Others will finally wise up too. In the meantime, Howie & Company will clean up on the image that Howard Behar worked so hard to cultivate years ago.

[Former Lead]

I have worked at other companies and Starbucks is one one of the best if not the best. But I also was with Starbucks before the economy/Starbucks crash and it was by FAR the best company EVER. But during and after the crash it is more of an ok company to work for.
In my opinion the people in upper corporate management needs to get their heads out of you know where and come down and work in these stores and see what it is like and the pressure put on everyone. Running a store with 2 people on the floor a line out the door and you have to push VIA, whole bean and whatever comes next and still have to worry about quasa and if the slightest thing happens that takes one person off the floor to clean up a mess or whatever then you and your customers are sh$% out of luck. Not to mention we do NOT get the proper training of new partners and we do NOT get the proper training/info for all the phases/promotions.
The only way Starbucks will fully recover is to put it back to the way it use to be when partners enjoyed their jobs and wanted to come in and work and it reflected to the customers and they enjoyed coming in also.
But this is just my opinion so agree with me or tear me a new one it is MY OPINION!!!

[baroosta]

The only way to make Starbucks a good place to work again is also what has saved Howard & company the most money these past two years - labor.

I think that each and every one of us are willing to do the job and then some, but when one partner has to do the job of three, it makes the work environment tank and the partners become bitter and feel taken advantage of. (And to those of you who say "Well quit if you don't like it" - if you were treated like a piece of disposable trash at your job, would you stay and NOT complain??? That's what I thought...)

I used to believe in Starbucks, and a part of me still wants to, but I'm only going to stay at Starbucks until I'm able to find a new job, which will hopefully be within the next 3 or 4 weeks. Then, they can hire in someone and spend the money training that person to constantly work understaffed, push every single product known to mankind, and announce out loud MAJOR STEP ONE, TWO, etc. before doing anything.

This article is spot on - the culture of Starbucks is very quickly undwinding, but there will always be some new people to take the place of those who have left, because we are all easily replaceable and just numbers to corporate these days...

And to the customers who come here - you are simply dollar signs to Starbucks, nothing more. They are not interested in connecting with you on a "personal level" - they just want you to buy as much crap as possible and get the f*** out of the drive-thru lane to make room for the next schmuck to hear the promotional drink, coffee, pastry, VIA, etc. Spend your money elsewhere where it's appreciated! (Now, I'm not necessarily referring to the partners who work in the stores - most of us still love seeing our customers who treat us with respect - but we can only do so much to make up for the shortcomings of corporate...)

[Noah]

"the customer voice overrides partner voices."

Really Basic Business 101 - no customers no partners.

[BAYAREABUX]

I agree with the article. The only vestige of the pre-2008 days is the bean stock and health care. Pay was never much more than minimum wage, but at least you had fun while you were on the floor and there were fewer stressers to worry about. It used to be, "I love my job at Starbucks and to boot I get all these great benefits!"

Now its more like, "My job at Starbucks grinds me down and wears me out, but at least I get some decent benefits to make up for all the crap I have to deal with."

There was never one thing that changed the culture, but the exodus of the long-timers and the people who were competent and enjoyable to work with has taken its toll. The people who are left are either new without a clue, die hard disillusioned, or bottom of the barrel.

[erstwhile]

The company would be in alright shape if there weren't so much pressure for specific things. I don't like people trying to instill fear in me if I'm understaffed and happen to get a visit from the QASA Lady, or if I can't tack on an extra $3-10 VIA purchase with every Frappuccino. What's my target market here? Leave the VIA to the grocery stores, please. It's impossible to have a genuine connection with a customer when you feel sleazy for trying to sell something to them that they don't want -- and it feels worse when they buy it out of pity because they know what we're up against.

[MS88]

Do SM's clock in and out?
How many hours are spent on the floor?

[Melody]

So many of these conversations cycle back to labor. It doesn't matter if we're talking about the labor for a chalkboard, or time to have a genuine connection with a customer who wants that. Labor. "Time is money" in every meaning of those words. Labor labor labor labor. Please give some more to the stores!
***

[quote]Its not too late but it must be top down rather then bottom up.[/quote]

And to the person who said that the corporation needs to be "top down" and not "bottom up". I suggest the opposite. Bottom up really looks at everything that is happening at the store level.Top down shouts loud decrees from the top executive level like, "Thou shalt not fail in your Via sales". You can get results like that, but cultivating long-term talent isn't best done by barking orders from the top.

***

I still think most partners want to find some Siren magic in their stores.

[Guat.my.mala]

MS88...
No, SM's do not clock in or out. But, technically we are always on the clock because we get salary. I put in at least 50 hours this week to due holiday preparations/meeting/my regular stuff I have to do.

[newbie no more (was sbuxnewbie)]

My SM averages about 32 hours a week on the floor. She also averages about 20 hours a week on other stuff, including endless conference calls, payroll & scheduling, community events on her day off.

Yesterday she was in a 5:15 am to make cambros for a community event, so the openers wouldn't have to - and the DM showed up 15 minutes later to help. They got all the coffee brewed, condiments sorted out, helped with customers as we got busy, helped coach a new hire on drinks, pastry case, and practices, and generally were great role models - always positive, not a negative comment on anything.

This is pretty typical of both of them.

Is Starbucks the absolute best place to work? No, but I've held a lot of jobs over the last 40 years, and even with the emphasis on VIA, I think it is a very good place to be. I work at the 'Bucks because I want to. I enjoy what I do, have great interaction with the customers, and work with a great bunch of kids. (Being older than the parents of some of the co-workers, they are ALL kids!)

Many of my peers (and I include SMs in that group) have worked for other food service companies - McD's, Dunkin, Panera, Green Mountain - and find Starbucks a better employer. Several have left for "Better Jobs", including a few who went to the restaurant industry, but most have come back, and said that Starbucks treats them better, they earn more, and are treated with more respect by the customers.

Some of the age 18-22 crew I worked with at another store complained that they didn't make enough money at Starbucks - then many of them started talking about the new iPhones, xBoxes, clothes, piercings, tattoos, etc. that they had. (one kid spends more each month on his phone and partying than I spend on my mortgage!)

Could the pay be more? Sure it could. But I'm making more per hour here after 4+ years than I did at a job in the computer field I'd held for nearly 20 years. (Even if it was a part time job)

I'm not a typical barista/shift - I'm an old fart - but when I look at what I' earn here, vs. what I'd make selling cars, working at a music store, or working at a book store, I realize that I'm making a decent wage. Not great - my pension pays for many of the essentials = but I'm looking at a lot of civil servants about to get laid off on the next couple of months, and I'm even happier to work for Starbucks.

[4 year shift]

We are all preaching to the choir here... the message to any customers who are reading this is that Starbucks is going through a slow change, and you might not even feel it, but it's happening. Some partners may be saying, "Not at my store!" and that's great, I'm glad for you, really.

Starbucks has been losing a lot of seasoned partners who are being replaced by a new breed that did not have the benefit of living through the "feel good" times; they only know the rush-rush, repeatable routine, sell the product, kind of Starbucks. This type of environment is not conducive to developing the skill set required to perform their job at a high level of efficiency, while talking with the customer about the color they just stained their fence.

3 years ago, when there was an opening for a Shift Supervisor in my district, there was great interest within the rank-and-file for the position: you needed a recommendation from your manager, there were panel interviews... it was a big deal and getting the promotion to Shift Supervisor was highly prized and became more like a coronation at the store level.

Fast-forward to today... There are a huge number of Shift Supervisor positions open, and no one wants the job... we could not find a single person in the District with the desire, skill set, or AVAILABILITY to apply... we are now hiring outside the company to fill important Shift Supervisor positions.

Starbucks will always be a good company to work for... given the perspective of relativity to other food-service industries. But what current long time partners are battling with is what was taken away... if we never had any of the great conditions we used to have, no one would be complaining. What we are upset about is that what we had is now gone. What was great about Starbucks has been sterilized. What kept good, competent, genuinely-friendly, hard working people at a low paying job were the conditions... which have now, for the most part, largely been taken away... by the lack of labor.

Starbucks will never fail, Howard won't let that happen, but it is now all about the bottom line, the stock price, profitability, and the shareholders. We are just a bunch of worker bees keeping the hive running. We are now replaceable and expendable, like the parts of a machine that have worn out, only now the machine is being replaced with sub-standard parts and the machine breaks down from time to time.

Customers will never stop coming to Starbucks... they are addicted to the status of the cup and the comfort of routine, not to mention to sugar, fat, and caffeine. Starbucks will continue to attract partners, but with higher turnover and top-down oversight, Starbucks will simply continue its slow decent from something really special down into mediocrity as the McDonalds of coffee houses.

Good luck everyone, I wish you peace.

[spence]

Sell Via? Heck, we don't usually even have time to sample it. Honestly, I don't have time to rip open the pack, pour it in a cup and add water. If I had that extra minute, I would be doing something else like counting the safe, making more WC, or a dozen things which are necessary to run a shift.

[Waltie]

You don't have time to make instant coffee? You do know it's instant, right? Just add water? You don't have time to make that happen? Have a barista do it. If you can't manage that, don't blame Starbucks. Look at your own time management skills.

[ncsm]

@MB-there actually are lots of other companies that offer better benefits and treat their employees with more respect than Starbucks does these days. Just take a look at the latest "best companies to work for" list--Starbucks is ranked 90-something. Thats a HUGE drop in just a couple of years! The lack of respect shown those at the store level from the Starbucks hierarchy is shameful. Lots of arrogant, disconnected people who haven't a clue (or interest) about the reality of life in the stores. And talk about lazy! Most of the good DM's left long ago. The majority of those who remain are nothing more corporate ass kissers who haven't put in an honest days work in a LONG time.

[spence]

@Waltie. 2 man deployment means that you are making WC as you run out,grab milks as you run out, etc. It's not like I can take 2 minutes to make Via. I'm not getting a 2 minute lull. Every time, we stop making a drink or ringing someone up, the line gets longer. I wish it wasn't so.

[hmpht]

I understand and am rolling with the changes, it's the new norm. However I am still being "reviewed" every six months under the old guidelines. I got a 1 out of 4 for making it the Third Place. I was told I do great with customers, always put them first, but I am too frantic behind the counter I am not making it the third place for partners. For 4 years I received a 3 out of 3, but no longer, I've been 'recalibrated'. Ummm, you can't have it both ways, quit the duplicity and I will quit my complaining!

[Icey Girl]

Store managers in California punch in and out. I have been with the company for almost five years. I consistently work only 40 hours a week. Generally 36 on the floor. Sometimes I work 2-3 hours extra a week. It is possible to be a Starbucks store manager and work 40 hours. I would challenge those people who have to work more are they planning properly and delegating enough and following thru. Don't get me wrong those crazy weeks happen, but should be rare.
All I want like many of you have said is a little more labor to work with. I bet customer voice would go up, because we would have more time to connect better with our customers. I wish we had a button on POS to earn labor for when a spill happens in the lobby!!
Off the subject: have any of you long time baristas had issues with elbow pain.
Every since I have been on the floor 36 hours plus my elbows have suffered.

[_-_]

Maybe SMs ought to be hourly?

Or maybe fire those who can't do it in under 40 hours..

[2 cents]

My two cents. I never worked at Starbucks and go there occasionally for
an Americano. I lurk here for insider info and a general view on life
within a store since I am stock holder. When I heard that Sbux was
cutting labor, pushing product like crazy, cutting benefits, closing
stores I definitely loaded up on the stock and it has paid nicely.

When I read partners complaining, but still deciding to stay at Sbux
even though they are being worked to the bone in addition to having to
shill Via constantly, this is an indicator that the stock will probably
go higher. Experienced people doing more at the same cost = more profit.
Makes sense right? Occasionally here and there on this site, you see a
partner stating there last day. For the most part though, people end up
staying and dealing with it. The moment I see *experienced* people
leaving in droves is the day I sell my stock. The moment Sbux adds more
labor is the day I sell my stock, the moment Sbux stops insisting on
partners shilling the new product du jour is the day I sell my stock.
Until then I will hold and this strategy has worked very nicely and has
made my family a tidy sum.

Now as an compassionate person(not a share holder), my advice for
experienced people at SBUX is to leave. Don't get me wrong, I think
SBUX's benefits are great comparatively speaking. But I cannot imagine
taking on double or triple the responsibility and having time to do it
with quality and then be happy about it and still give great customer
service. There are opportunities out there if(huge if) you prepare
yourself for it. If there is a reason that you must stay at SBUX for
some reason, that's on you. Life is too short to be unhappy.

One last thing, one of my responsibilites at my company(not food
services btw) is to hire people. When somebody has SBUX on their resume
and they had worked there for an extended amount of time, I knew that
they was a good chance that they had customer service skills, but I was
almost certain that they could multi-task.

My first and last post.

[baroosta]

@ncsm - "Most of the good DM's left long ago. The majority of those who remain are nothing more corporate ass kissers who haven't put in an honest days work in a LONG time."

I'm sorry to say but you are right! My DM hasn't actually worked behind the bar in about 10 years...and it's painfully obvious...

[spence]

My DM may or may not know where the bar is. I wouldn't know since I haven't seen her more than once every 6 months.

[James Connolly]

Uh. This is precisely what the union has been saying for eighteen months. The things that people in this thread and in the open thread cite as problems are issues we're trying to address, but the only way we can have anything more than a couple of tactical victories here and there is if people join.

You tired of micromanagement and not getting your fair share of the profit that you earned for the company through your hard work and sacrifice? Join the union and actually do something about it.

[Waltie]

James, name one "tactical victory" the union has had, other than strong arming Starbucks into rehiring people they supposedly fired for being in the union. I'm not trying to be snarky. I'm asking because I honestly don't know of any actual impact you people have had. All I know is that, for whatever reason, your members -- and Erik in particular -- have taken it upon yourselves to act as some kind of de facto representatives for all baristas everywhere, which I, as a barista, resent because your opinions are different than mine and the experiences you cite are completely contrary to what I've experienced.

So, no, I'll never join your union. Not only because I respect the company and actually feel respected, but because the union reps that I've actually met in person have seemed so creepy and sleazy and disingenuous. No offense. I'm simply talking about my own experiences with your members.

[Hipsterdufus]

iceygirl i used to work in cali as a SM and I have moved to another state and i still only work 40 hours a week maybe 42 or 43 sometimes. i totally agree.

[...]

I wish more store managers had 30 plus hours on the floor instead of the 20 that ive seen as the norm. Most have lost touch on how tiring it really can be to bend over every 20 seconds for 40 hours a week.

Also I wouldnt bother arguing with Waltie James. There is no way that you could have a differing opinion or a different experience from corporate as Waltie. He/She is luckily saving the people of this website from harboring different opinions.

[meme]

its very hard to maintain the third place environment when we are required to up sell things constantly everyday. When you realize the truth behind the 80/20 rule you see that you are really annoying the 20 and if we loose them its a great loss. It forces managers and ss to be ethically challenged to coaching partners, answering to upper management and to their customers. It's wrong Howard you need to find more labor to set up demonstration areas in the store during the peaks. That might be a compromise between what you need and what our stores need to remain ethical.

[Portia]

Howard, i really hope you read this article. Partners are very unhappy. Even customers notice that we have lost our soul. Almost every store looks the same, what happened to cozy stores? I can think of one....oh that's right you closed it. That was 11 months after a 90,000 dollar remodel for behind the counter. Complete with expensive glass tile. Where are the clovers? what happened to delicious drinks like Tazo berry? Most partners i talk to are most disgusted by your taking away the 2 partner paid days a year. Yes Howard do go back and read your book. And while you are at it, why take all the artificial stuff out of the food, but not replace the sickening syrups? Peets uses Monin syrup and it is delicious. It actually tastes like what it's supposed to be. I guess it is too expensive for starbucks.

[Hipsterdufus]

what the f is the 80/20 rule?

[Former Lead]

Why can Starbucks upper so called management not see that they are not keeping seasoned partners at all levels and cannot get people to cover shifts or fill lead/asm/sm positions that they have to go outside to get them? There use to be a huge line of people for all positions that would be willing to do it even as minimum base pay because it was so much fun and good to work for. Now they can't bribe people to do it.

[SBUX Alum Bill]

@ AM:

Upper management will not see that as a problem until the economy improves to the point where the headcount of employees leaving exceeds the headcount of applicants trying to get hired.

[buxgrrl]

complain...complain...complain. jeez louise. Cant you be thankful that you have a job? I sure the hell am, and thankful each day for the benefits that so many employees do not get the pleasure of taking part in. I have been with the bux for five years, got promoted within and have been an SM for 2 years. I get it there are changes, I have seen it. But I can tell you for sure the environment in my store is wonderful....so are my partners my DM and RD. I do not work a zillion hours and I have the same labor allotted as the rest of the world...but we make it work. Get over yourselves.

[meme]

80/20 rule. 80 percent of your business comes from 20 percent of you customers, ( ie regulars )

[meme]

or 80 percent of the work is done by 20 pecent of the employees???

[WE NEED LEAN ADMIN DAY TRAINING]

Store managers in CA punch in & out because state law says they qualify for overtime pay and heaven forbid Starbucks has to pay them for their hard work.

Other states do not have that law so store managers are expected (in my area) to be on the floor for 36 hours a week (as a barista/shift) and spend 4 hours max as a manager. Good luck with that. Most the time it turns into 50 - 60 hours a week worked by store managers when all is said and done.

Granted, I'll work as many hours as you want me to BUT you better start paying me for not having a life outside of work. WE ARE NOT EXECS MAKING MILLIONS! DO YOU GET THAT SENIOR LEADERSHIP? REALLY? DO YOU?

[anon-girl]

buxx girl, you're full of it. That post reads like a PLANT if I've ever read one.

No one is saying that working for Starbucks is horrible, we're just saying that conditions are not as favorable as they have been. With the advent of VIA ready brew, store environments have gone from pleasant to a 'used car salesmen' atmosphere. End of the world? Not at all. Frustrating? Hell yes!

[Icey Girl]

To WE NEED LEAN ADMIN TRAINING DAY:
As I said in my earlier post I work on the floor 36 hours a week and I work in Cali. I am expected to only use 8 hours of non coverge per week. During the past couple of months this has been challenging, but for the most part it is doable with planning with delegating. My district manager knows I plan well, so if I got over one week I have a plan to recover. Historically we don't use much non coverage during these upcoming six weeks. So, I am sure I will be able to come in even on non coverage for the quarter.

This is how it would work even if I didn't work in California. The problem with getting a salary is it is so easy to stay a little longer. Being hourly has really helped make me balance my work and personal life.

[Icey Girl]

OFF SUBJECT
Hey guys I posted earlier about barista elbow pain. Anyone else out there having a problem with this due to the repitiion of our jobs?

[buxgrrl]

you are jaded if you think this is a plant. I work hard to keep my partners happy and my store environment more than favorable, all my shifts are 3 plus years and don't whine because their jobs aren't as easy as they used to be. I am not saying there are days that don't truly suck. What I am saying is be grateful for what you have.

[otterinthewater]

@buxgrrl, and also @ any and all "be grateful" folks-

Um... since when are wanting aspects of one's job to improve and being glad about having said job mutually exclusive?

[Waltie]

I love the idea of Starbucks "plants" on this website. It makes me laugh to think that there are people dumb enough to believe that in today's economy Starbucks would actually pay people to go online and rave about the company. How can I apply for that job?! Enough people think I am a plant already so apparently I'm more than qualified.

[_-_]

@Waltie:
Starbucks is the best and can do no wrong.

As well, I fully endorse and agree with everything Starbucks has ever done, is currently doing and will do in the future.

As a matter of a fact, I feel that all stores should have an additional 10% of payroll cut and everyone should take a 10% pay cut.

Finally, Howard needs a raise.

Because I love Starbucks.