"Especially in New York, where I live, the chain is always up in your face. Just when you've momentarily, blissfully forgotten that it exists, you turn a corner and there's another damn Starbucks."
He asked for my thoughts about the coffee chain and here's what I told him:
"Starbucks' mantra used to be 'legendary service' -- that was drilled into baristas' heads during training. 'Have a great day' was the standard send-off for customers, and 'Just Say Yes' was the rule all employees had to follow. Much of that has changed, in part because of big labor cuts that Starbucks made in 2008 and 2009. I recall when there were always two baristas taking orders and manning registers at the stores I frequent; it's now one, often with long lines. Stressed-out baristas no longer have time to deliver 'legendary' service."
Your thoughts? Are you able to deliver "legendary service" these days? (By the way, I think it's worth clicking the link below and reading Simon's entire piece.)