Let's get the chatter going in another OPEN THREAD!

There are over 100 comments in the last OPEN THREAD, so it's time to start a new thread. As always, anything Starbucks-related is up for discussion. || Jump to the second page of comments.

Comments

[Keep VileInstantcoffeeAway]

I'm a little ticked off that Starbucks sent a coupon to SBUX cardholders for a $1 off on Via purchased in the Grocery Store when I'm being told to push Via in my SBUX store! Why do they expect me to push something to every customer when they really don't want it AND THEN 'behind my back' give them a coupon to go buy it somewhere else!?!?!?

[Paul]

The VIA comment is a bit much. I don't understand why they would do that either.

I have to ask, how was Black Friday for everyone? I know at my store, it started off slowly, but when it picked up, it really REALLY picked up. I was very glad that I was able to leave when I did.

[Java Master]

Is it my imagination or are customers extra grumpy this holiday season? Nasty attitudes on Thanksgiving which I never expected. And hey, it's not my fault you stood in line, since 11pm Thanksgiving night, at Wal-Mart to get your TV for $98 and you're now in a hurry!!

[Bart]

Every store in my district has been out of peppermint syrup since Thursday and we won't get more in until Monday. At least one out of every 4 orders is for something peppermint flavored. What's going on?!?

[jtom]

Java Master,

Is it just me, or are the baristas more incompetent this year? I have been to several stores teh alst few days, and have witnessed screwed up orders on EVERY SINGLE TRIP.

See, two can play that game. Please spend a little more time trying to get your Via goals.

[What game is this?]

Your 100 percent right they are more incompetent allthe good ones left thats what we've been saying all this time because of a holes like you jtom see 3 can play that game

[spasticfurchild]

What a bitchy open thread...

I'm happy to say my store is sold out of the Six for the Season sampler packs and are trying to get shipped more...

[pft...nice try]

jtom:

What you're witnessing is correct drinks being made and then having to be remade because of incompetent customers. You don't even know what YOU want! Boggles my mind.

[shift.misto]

yep you know its going to be a great day when you call off a drink at the counter, customer walks up, puts in the STRAW, takes a sip, and THEN suddenly realizes, "hey! there's something wrong with my chai tea latte!"
then i get to explain, no sir, that is a java chip frappuccino, for "Linda".

eff.

I will admit that I have had more drink errors personally in the last month or so, most as a result of symphony unfamiliarity of just the fact that we have a solid handful of new partners and my SM doesn't really care to train them anymore. just hands them an apron and a headset and expects us to do the work after she hires the most in-comp-e-tent people in the world (so yes JTOM, at my store the heard is definitely getting dumber) and wonders why its not working. although she has come up with a good answer - its everyone Else's fault.

honestly, with all the changes and lets downs and price increases, it shouldn't be a shocking discovery that a barrier is going up between partners and customers. its a whole new brand of Starbucks Experience where buxCorporate manages to insult both sides of the counter at once.

[newbie no more (was sbuxnewbie)]

Just a quick shout to SM Holly and her partners at store 5323. I visit once or twice a year when I'm on the left coast, and they not only remember me from year to year, but what state I'm from, and sometimes even my drinks.

Great conversations, even when they are busy (as in, every day last week!), and they get the orders right first time, every time- AND put the sandwich in the oven before they start on the drink, so they're almost always ready at the same time!

Happy holidays, folks! Keep on Rockin' it!

Awesome that they got a Clover since my last visit in May!

[5 yr partner]

the beverage repeatable routine is the worst thing starbucks ever inforced. they wanted us to take our time and have more consistant drinks and be able to connect with our customers right?

so far I am less consistant with my drinks (I USED to get compliments on my drinks all the time before BRR, people are waiting for ever and getting angry (I really don't blame them) and I cant talk to customers because all I can concentrate on is cleaning pitchers pitchers and more pitchers.

[baristamclane]

I was thrilled that I was unscheduled for Black Friday this year, which was a first for me. It felt GREAT waking up after sunrise and lounging in my pajamas, not dealing with cranky soccer moms determined to be the first customer inside Target, outraged that even though we opened an hour early, we are still not there early enough for their convenience.

[abc]

^I'm going to follow in your footsteps if I'm still around next year. 1130pm to 12pm is not worth it. Not even time and a half? What was I thinking?

[Noah]

"1130pm to 12pm is not worth it."

A whole entire half-hour and never f..ked-up a single drink. Must be a record.

[Confused]

As a customer, I too have seen a dramatic change in Starbucks... while I just order coffee, I do seem to see more and more baristas apologizing for incorrect drinks. They also look more harried and look like deer staring into the headlight of an oncoming car.

Slowly it seems, while talking customers, that look of confidence and pride has been slipping away... what's happening? Is it true everyone good is leaving? Are there no more smart people applying to Starbucks?

[Waltie]

Let's all just turn and walk away from this idea that all new partners are lacking intelligence. That's offensive and just plain wrong. My store has two new hires that are amazing.

[spasticfurchild]

Noah:

12pm is noon.

[green_cup]

jtom:

What you're witnessing is correct drinks being made and then having to be remade because of incompetent customers. You don't even know what YOU want! Boggles my mind.

Posted by: pft...nice try | November 27, 2010 at 05:02 PM

Pretty sure there's no such thing as incompentent customers given that they are indeed customers and paying for a product and service.

If something is screwed up with the customer's experience(s) at a Starbucks store, it's always the store employees' fault. No two ways about it.

The old mantra still goes:
Rule 1: Customers are never wrong.
Rule 2: If a store employee thinks a customer is wrong, see Rule 1.

You all need to understand and really imbibe this idea: we are in a bad economy and people are PAYING for a non-necessity. Sugary treats from Starbucks aren't needed for survival. Given that, be happy a customer is paying for a good or service you're offering and, as such, you're being paid. Without your customers, there wouldn't be a paycheck for you.

Customers can go just about anywhere to get their coffee. I guess you could do the same, but it seems more difficult to find new employment given the economy than it would be for a customer to go to Dunkin' Donuts for their coffee.

[Jeff kisamore]

As a customer, I hate going to Starbucks during the holidays, because of all the "new" customers. Or as my wife and I call them bar crowders. They sit in the front of the bar and pickup every drink that's called even if its not theirs. There 10 people in front of you but sure there going to make your drink first.

[Melody]

I hear baristas complaining here and on MSI about the beverage repeatable routine, but I really don't notice any difference in wait times in my area Starbucks. Is there some difference because there are so few drive thru stores in Seattle? I rarely visit a Starbucks with a drive thru but obviously I realize that the drive thru is everywhere once you leave Seattle.

[baroosta]

Starbucks is chasing away many of the seasoned partners - and they are being replaced by partners who can make your drink only be announcing "MAJOR STEP 1," "MAJOR STEP 2..."

These new partners could care less about actually making your drink with care, because BRR2 eliminates any kind of need for talent, just like Coffee Cadence, Lean Pastry Case, Cold Beverage Routine, Symphony, label makers, etc.

Don't you see - Starbucks is implementing these new "ways of being" so ANYONE can come in and pretend to be legendary.

To the customers who are starting to pick up on this - it will only get worse with time. Go in to your local Starbucks and ask a partner to make a "Marble Mocha Macchiatto" - nine times out of ten they probably won't have a damn clue what you are talking about. BUT - they will be able to sell you a package of VIA!

Spend your money elsewhere...unless you're just going to Starbucks for your drink and nothing else, because that's about all you will get these days...

[Coffee Soldier]

My store got the labelers about 2 weeks ago...they are ok...but I feel like it's less authentic and more robotic or machine like feel rather then marking cups that are always different with different baristas handwritting or when you have time a nice little smiley face or small note to your loyal customers.

[Brian Robertson]

Hear, hear, Green Cup. Not to offend too many baristas, but your job is CUSTOMER SERVICE, not to make coffee. All of your "products" are pre-packaged, whether on a shelf or made by machine. You are just pressing buttons or pumping/squirting syrups according to a predefined recipe, with some customization. It is not rocket science. It is not like other stores or the old days where you could time a shot "just right" -- you are a mass-market, assembly-line business. There is no room for creativity. Where you can stand out is HOW YOU INTERACT WITH CUSTOMERS, even the a-holes. Accept it. If you do not likethe environment, please go elsewhere. You are not helping your customers, you are not helping your co-workers, and you are not helping your company. Merry Christmas.

[Frankie Abralind]

Hi, I'm an MBA student at University of Maryland, and my team for "Leadership and Human Capital Management" class is profiling Starbucks. Would anyone be so kind as to offer a store level perspective on Starbucks leadership and human capital management strengths and weaknesses?

We are exploring this at CEO level as well as at individual stores. Specifically, we're curious about:

+ How well does the training prepare Starbucks team leaders?

+ What kind of trust/ freedom/ autonomy are store managers given by corporate?

+ How much communication is there up and down the chain of command about Human Resource Management? Does corporate seek out input from store leadership?

+ How would you describe the Starbucks leadership philosophy?

+ Does Starbucks have good motivation practices? How are the reward systems?

+ Have I left anything out of the conversation about Starbucks leadership/ HR that we should be considering for our project?

We will be so grateful if you have the time to write anything about your experiences. My email is fabralind at gmail dot com. Thank you!

--Frankie Abralind

[dah]

Anyone know when we're getting that bonus?

[Melody]

@FrankieA - Unfortunately if you get replies from this blog, it's more likely you'll hear more jaded responses about Starbucks. I'm not saying this is for certain going to happen, but the tone here in the comments is very often the opposite of uplifting. I can think of numerous other places you can post the same thing to try and get a broader perspective. You can try mystarbucksidea.com - Guaranteed you'll be met with down votes, and the same sort of angry comments, but you can gain more visibility. You can try my blog (link in profile) in any OPEN thread. Is there a way you can post on the Starbucks facebook page? Did you want to here from customers or partners or both? Many customers are well informed (especially the expartners! hahaha).

@CoffeeSoldier - Can you decide not to use the labelers? I have heard of stores getting them and going back to writing on cups.

@baroosta - You've been here a long time, and I've always looked forward to your posts. I'm saddened because it looks like you are becoming more and more unhappy with Starbucks. I have a list of corporate decisions that I disagree with... You can buy a Via Brewer machine but not a grinder at a Starbucks? But many customers still find a lot of fun in getting a quick break in their day and getting a beverage. Most customers don't want a long conversation, but a short genuine comment can mean a lot. I was surprised last Wednesday (day before Thanksgiving). Leaving work, stopped by a regular downtown store on the way home. I was carrying a few items, and the bar barista noticed knitting needles sticking out of the tote bag, and asked what I was knitting. I pulled it out and showed him. He said, "hey Melody I want to show you the hat I'm working on!" his store was dead because so many people didnt work on that Wed. In a flash he came back and showed off a very cool hat with fancy cable knit work in it. It was all fast. That's not part of beverage repeatable routine, but it is still happening everywhere.

I'm sorry this is so long. I recognize problems Starbucks has, but if you look for problems you will find them. If you look for joyful moments, you'll find them too.

[usorthem3]

@dah I think it supposed to be one the Dec 3rd check for those on that payroll schedule. Watch your tips everyone, we had a handful of bills disappear Thanksgiving day. Welcome to the season of brotherly love. I had my first triple venti SFV breve no foam affogato 1pSFC squirted on top latte 2day. How much time does it take to come up with that one? ha ha I have seen a major shift in customer base experience. Seems a whole new crowd that indeed crave sugar over coffee flavor. Digging the Christmas Espresso roast thru my barista machine at home. Stashing some of that for later.

[Coffee Soldier]

@Melody...no it is mandated as part of our Bev. Repeatable Routine that we better be using them in the DT...we have to yet received one for the cafe (we have split bars) but are suposed to be getting a cafe labeler by end of January.

They are convient for breakfast sandwiches though especially the customized ones!

[Coffee Soldier]

Sorry for a 2nd post I meant to put it above...Has anyone noticed an influx of customers (usually ones I have never seen before so potentially new customers) looking in the stores for the Cinnamon or Vanilla coffee? I instantly think they mean the Via flavors but then after a few discovery questions realize they mean the Natrual Fusion line up...I wish they would give us them in the stores...the customer stopped in trying to find something with the Starbucks logo only to be directed a few miles down the road to the nearest gorcery.

[xwhipGBL]

Actually the customer, while maybe not exactly wrong, is often confused about what he or she wants, too prideful to ask questions, and will return their drink because they thought a cappuccino was chocolate, or cold, or whatever they get at Dunkin Donuts or a gas station.Not the barista's fault.

[j]

^Exactly. "The customer is always right" = "The customer is a moron, typically wrong, often an ahole, but needs to be pandered to and apologized to incessantly, regardless"

[LV]

I had someone come back with their cappuccino today and tell me it's only half full, to which I explained that cappuccinos are half foam. She said, "But I didn't ask for foam." I explained to her that I could make something else, but the cap comes with foam, that's what makes it a cap. She got angry at me and told me she didn't care what a cappuccino is, she still didn't ask for foam in her cappuccino.

I nicely remade it into a no-foam latte and sent her on her way. Where else can people like this be treated like they can do no wrong? If you walk into a fast food place and ask for a burger, then get mad that they put meat on your burger, they aren't going to care much. You ordered a burger, and you got a burger. This goes double for people who are on their phones, distractedly order a latte, then tell you after you've made it that they really MEANT to say a latte with 3 extra shots, sugar free vanilla, and in a bigger size, but they don't want to pay for it of course, because it was an "accident."

[Coffee Drinker]

In defense of "confused customers" I do know they abound because I see them.

However, I only want drip bold, with no room. Yet, tonight, my favorite SM, who instantly said, "Your usual bold?" as I approached the counter, and she add, "no room" to which I agreed...then gave me a good two inches room.

I really have no explanation since I was the only customer at the moment. It was an honest hiccup on her part, no doubt distracted by her many responsibilities and I don't fault her.

However, I can sympathize with those who regularly go for multi-ingredient concoctions, it would seem room for mistakes would increase.

I tend to think the customers are making the most "mistakes" however, just knowing human nature; I have no personal proof.

I'd say that easily 50% of the time my drip is done incorrectly in some way at my regular SBUX; either given room, or charged the wrong size, or no cup discount, or whatever is possible. I gave up being peeved about it all a long time ago and do my best to be pleasant and tip regardless.

Because I know for sure I rarely do anything perfectly with consistency; ymmv and I hope it does ; )

[red cup]

@green cup yes the customer is always right until hes crazy then he is wrong. Im not getting disrespected for a cup of coffee and those are the instances that we mostly talk about here. yes they are 1 in 100 but thats why we talk about those cases and not the other 99

[Fingers Crossed]

I'm glad the Gingerbread Latte is back this year - the Ginger Snap was, well, terrible. Sorry if this has already been asked and answered elsewhere, but: anyone know if the Sugar Free Gingerbread has returned as well?

[SweetDee-Barista]

At my store when they cafe tip jar gets a few bills it in we take them out & put them in a cup we have beside the drive thru window where we keep out bills from outside as well. It prevents tip theft and also makes it look as though we need more tips :) And as for the customer always being right .. they are not we just have to make them think they are but when you order a carmel macchiatto then when you try to hand it to them and they snatch their hand away, give you the look and say that was iced .. well that may have been nice of you to say when you ordered it and watched me mark a hot cup. That is all

[H.Behar]

I'm sure that when McDonalds first started, the experience between customer and employee was genuine and compared to today, relaxed and perhaps even special. As Starbucks approaches middle age, the 'Starbucks Experience' that has been the single most unique aspect of their success has all but completely eroded. Sure there are individual examples of 'partners' providing great service but sadly that is an ever more rare occurrence. Starbucks, like McDonalds, is now focused on maintaining value for the shareholder through efficiency (Lean, BRR etc), cost control (Labor reduction, loss of benefits) and branding (Via,Via,Via).

The angst that 'partners' express on this and other sights largely comes from a sense of loss and disappointment in 'what could have been'. Starbucks, specifically Howard, were at one time unique, inovative, daring, responsible, visionary etc. Starbucks had it's opportunity to be a great and enduring company but it has lost it's way, and more damaging still lost it's soul. It is a shame, and something anyone who cared or still cares for the company must come to terms with.

[baristamclane]

"The customer is always right" is a flawed concept. I think "the customer is always satisfied" would be a better way to phrase it...

[green_cup]

The arrogance abounds here!

Again, no, the customer can do no wrong being that they are respectful and paying. Sure, I'll give you that.

That said, if there are any issues with confusion of the products being sold to the customers, issues with the products as they're being served from the hand-off plane or anything in between, it's simply the failing of someone working at Starbucks.

Clearly the product isn't being marketed correctly, sold correctly or served correctly by the paid-for store employees to the PAYING CUSTOMER.

Again, you simply can't argue with this simple fact: regardless of what you think, you, as a Starbucks employee should feel inherently LUCKY that a customer is paying for a non-necessity like a Starbucks beverage. Those sales translate into a paycheck for anyone working at Starbucks.

Don't blame the customer if they come back not understanding what a cappuccino is; it's clearly an indication that you didn't do your job well enough. You didn't explain to the customer what a cappuccino is. That's all part of what Starbucks should offer to a PAYING customer. As well, when they come back trying to tell you they wanted a no-foam latte, it's YOUR JOB AS AN EMPLOYEE to remake them the beverage you missold them to the begin with due to your lacking customer service skills and do it with a gracious smile.

This is not hard.

[Gilgamesh]

I just give everyone decaf with my gracious smile, and they keep coming back for more!

[LV]

green_cup:

You say that when someone comes back, not having understood what a cappuccino is, that it's still the barista's fault. I haven't "missold" them anything if I've made what they asked for, which was a cappuccino instead of a no-foam latte. They asked for a cappuccino and didn't ask what it was, they paid for a cappuccino, I made them a cappuccino, and now they say it should have been something else. If I were to ask every customer if that's really what they meant to order, I'd be patronizing. When someone comes up and confidently orders a cappuccino, my job is to make it for them, not to question their order. "OK, you do know that a cappuccino is a hot drink, half milk, half foam, with this many shots of espresso?" "You do know your frappuccino will be a blended drink with syrup and whipped cream?" At some point you have to trust what they're ordering. And it's not a huge problem to take it back and make them something different... But nobody can make it out that the barista is to blame for that transaction.

[5 yr partner]

Here's the thing... If you ordered wrong, I will re-make your drink 10 times if I have to in order to make it the way you want it. It's when you treat me and my partners like garbage that I really don't want to be legendary for you.

It's all about the attitude. Ya catch more flies with honey than with vineagar.

[baroosta]

@Melody - it's true, I am becoming very unhappy with Starbucks. So much so that I will soon be leaving. It really does hurt me to see how much the company has changed, and while I've tried to go along with many of these changes, I've gotten to the point that I just don't care anymore. One can only be abused so much before they start to retaliate, and I am definitely at the point of my exit. I still love my customers, my fellow partners, and reading and posting about Starbucks, but instead of talking about the good I feel like there's just more bad than good...

There's plenty of examples of legendary service, but they are just that, examples. They are not the norm anymore.

The Starbucks Experience has eroded to the point "behind the bar" for me that the highlight of my day at Starbucks is only having to do 10 things on 2 part coverage instead of 15 things...

No amount of money or bonuses or stock grants could change my mind...this company is slowly going downhill. Now, I don't think that Starbucks will ever go out of business, but there will be a point in time when the customers start looking elsewhere...

I know personally that a very well known competitor of Starbucks that is famous for bread is studying what Starbucks is doing right now and capitalizing on it in their own cafes.

When you have a product that is unique and you allow that product to be easily replicated elsewhere, for less money, you lose. Starbucks has failed their partners and their customers by making so many cuts inside...

I still enjoy your enthusiasm for Starbucks, Melody, but it just saddens me that the company you enjoy writing about is changing so much, for the worse.

Sometimes I feel like Howard thinks all we do every day is make french presses and sample pastries and talk to customers...but those are the actually the least important on my daily list, unfortunately.

DMs and RDs have forgotten where they came from and fail to realize that the partners in the stores who are running around like crazy doing lobby slides and brewing coffee every 6 minutes all while cramming VIA down customers throats are the ones who are the most unhappy...some are just better at hiding it than others...

[baroosta]

And I also find it disappointing that "Pour Your Heart Into It" by Howard Schultz is meaningless these days...read through that book and see how many times he says "Starbucks will never..." and then compare that to the things we've done lately...

I guess you should never say never, huh Howard?

And we were all so excited to see you come back...what a joke! You've turned the company around, but you've forgotten that what goes around comes around and eventually the circle will complete and things will start to fail once again the way you are running this company. But hey, the stock is up to $30 a share - that's all that matters!

[EspressoMonkey]

The attitude of the customer keeps the spit out of the drinks. No sir, that is NOT steamed milk on top!

[xwhipGBL]

Does green_cup want us to explain what a cappuccino is to every customer who orders a cappuccino? Because I will. I don't care if it means green_cup has to wait that much longer while I make the assumption nobody knows what they are ordering, and spell everything out :-)

[xwhipGBL]

And @ 5 year partner: Exactly.

[James Connolly]

@baroosta: And in most cases, DMs and RDs never came from the shop floor and have absolutely no comprehension of what it is actually like to work like we do.

[A Non eMoose]

Ah, gc the troll is back. I was wondering where he went. I guess the holidays are the best time to talk down to baristas.

[meme]

to the poster who signed his comment H.Behar. How dare you. Howard was a great leader and took this company to incredable places with his leadership style for the partners. Do not use his name to convey any message you may have, use your own damn name.