From the Starbucks Gossip mailbag: Soy frustration and curious free drinks

LETTER #1: Mayra Hernandez writes to STARBUCKS GOSSIP: I moved to Kingwood, Texas about 6 months ago. At that time there were two Starbucks within 2 blocks from each other. It happened that on a few occasions the "busy store" ran out of soy milk. Of course, I found this after waiting in line to get to the speaker and after I had no way to back out and leave. Nevertheless, I simply drove the 2 blocks or so to the next store. Well, that same line -- "we are out of soy" -- was also given from this store. This has happened six times already leaving me more than aggravated. I wish the store would post a sign by the door when they are out of soy. Last time it happened was yesterday. I asked to speak to the store manager, and was told "he's gone for the week but here's his card." I called the number and the same person that gave the card answered. I asked for a direct line to the store manager and was told he has one but it couldn't be given out. I sent an email to corporate but no response. HOW HARD IS IT TO STOCK UP ON SOY when it requires NO refrigeration?? What to do? Should I just not frequent this store or leave it alone?

LETTER #2: John Mistretta writes: Do barista's ever comp? If so, was I just hit on and didn't know it? It's happened at two different locations where I would order a plain tall half-caf and the barista would simply not charge me. Naturally I put the money in the tip jar, but the second one was so persistent that after the 5th comp I switched to another drink. So, I'm guessing the coffee was about to expire? Or did they think I was a mystery shopper? Or did they think I was cute and should have had the brains to chat them up (grin)...

Comments

[Bill]

Just bring a sip-up of soy milk and ask them to steam it for you. That is what I do...This way, I pay for a double espress and have them steam my soy.

[ExSFBarista]

Stores are not allowed to put up any signs that Corporate didn't approve. Not "sorry we are out of soy" or even "Bathroom our of order".

I'd have to check the handbook but I don't think we're supposed to prepare anything customers bring in, only what's in the store. I could be wrong on that one though.

[ctbarista]

we're actually not supposed to steam your soy that you bring in from home. we're not supposed to steam anything that is not corporate approved b/c it can be a health violation.

Bill, Baristas never should steam milk that doesn't come from a vendor. This policy is to protect partners, customers and business. We have no idea what you put in your sip-up of soy. We steam it and now its on and in your steam wand, and now on your wand towel.

And Exsfbarista there is bathroom out of order signs on the portal. There about 9 differant printable signs. As for soy outage well there is a "temporary out" stick on's for the menu boards which you can order with your RP order.

But really does our customers read signs. NO they see what they want to see.

[Bill]

That is what is wrong with Starbucks. You CAN steam soy milk if you didn't purchase it. Soy is not a high risk potentially hazardous food. You can clean a pitcher and steam the milk , then purge your steam wand and clean again. You are just finding reason to say NO to a customer. My cafe is busy because I go out of my way for my customers. It is not that difficult to say YES. And I guarantee you that nobody will be upset about it or sick.

[CuteBarista!]

um, Bill, as far as i know, this is a health code thing, and not a starbucks thing. besides, say we decide to steam "soy milk" that a customer brought in? do we know for sure it's soy milk? what's to stop someone from bringing in any old thing to steam? (i'll let it up to your imaginations to come up with weird and interesting ones) this isn't a matter of saying no to customers, it's a code that's in place for all food service establishments to protect their customers and employees.

btw, when i worked at a bux in Houston, we ran out of soy quite a lot...could be a supply problem.

as for drinks comps (since no one's addressed this yet), could be any number of things. could be they're hitting on you. could be they had to make you wait and felt bad. could be they're in a good mood, recognize you, and want to make your day. or they could just be hitting on you.

i have crushes on several regulars at my store. i try to be a little more suave than just handing them free drinks. :)

[CuteBarista!]

OR they could be trying to get higher tips....didn't think of that...

[imabarista]

Sheesh!

The idea that any store will steam whatever someone brings in scares me.

Honestly, what a great way to hurt the company.

E Coli, anyone?

[BuxBarista]

My store is right next to a Whole Foods and people are always bringing in milks and such from there. We were told that we have to steam it (don't you just love the "Just Say Yes?"). However, once we do this the milk wand has to be cleaned (I take off the steam tip and steam a pitcher of ice water) before we can use it again.

I've given away quite a few drinks to my favorite customers... =)

Bill, We are not allowed to steam anything that anyone brings in unless it is from our vendors, thats just the way it is, end of story. As for the woman who would want a store managers personal number so she could complain about running out of soy...please, while it is unfortunate, it does happen at times, and I know the last thing I want to hear from on my day off is from a disgruntled customer. Surely there have been some great experiences at both of these stores, so lets hear about them instead of the negative visits!!

[coffeeguy]

Bill it's a health code violation to do that. It's nothing to do with just say yes it's the law.

Just say yes stops when your asked to break a health code law.

And if you ever wonder if we are out of Soy there should be a temporary out sign on the menu board over the soy option.

[bob]

...and think of the law suits!!

i mean, a few have been hot topics against starbucks this week alone!

as for the freebies: i hear about some stores that are constantly in the give away mode. it's not a store environment that i'm familiar with, and would not condone...especially if you're thinking that all you've done to deserve it is look good.

while it's fun to look at cute customers and occasionally make their day, the whole business model falls flat on its face when no money comes in the door...

i do however, probably comp about 2-5 drinks a day. usually when we run out of coffee (freshly brewing and they have to wait) or if i open a FL pound of beans i'm pretty sure i won't sell - i may give it all instead...
but with the traffic, that's a mere percentage of the total...

and my store NEVER runs out of soy. maybe once for about fifteen mins during the year + i've been there. i'd definaly talk to the manager... but asking for a home number is silly, and a total violation of starbucks' safety policies.

would you want someone calling you at home to complain about work stuff on your day off? relax, if the problem has been happening for as long as you say - then you can wait a day or two for the manager to get back to the store...

[me]

Why isnt the manager who places the order aware of always running short of Soy? You're right, it does not require refridgeration and its expiry date isnt all that short so why not stock up? When our store runs out of Soy we either have to make a run for the supermarket and buy some, or call around to various other Starbucks' and try to make a transfer. Its simply unacceptable to run out of anything at my store.

[averrycafinatedbarrista]

to the first letter: think people are forgeting one of the major aspects of soy milk.

it is extreamly popular.

so no matter how much you try to stock up, there will allways, ALLWAYS be a demand for it and in high volume stores, you will run out. at least in my store it allways seems to do, along with cups, sleaves, expresso......

on second though, it could just be by ASM doing a slopy job.

as to the second letter: yes, i have comped drinks on the fly. it's a mark of respect and friendship. truth be known, we usualy comp the drinks of all the policemen who come in the store hopeing for a bit of extra security. thankfully, they do not abuse it and order five dolar drinks. just regular coffee.

[416barista]

Once I had a guy ask me to pour the powdered contents of a small baggie into a latte down the line....I was like "no". Who knows what it was, and what if that wasn't even his drink and then you call it out....scary!!

[416barista]

Once I had a guy ask me to pour the powdered contents of a small baggie into a latte down the line....I was like "no". Who knows what it was, and what if that wasn't even his drink and then you call it out....scary!!

[Scorpio370]

As has been said several times before, it is a health code violation to steam anything that is not supplied by our vendors. Anything that goes past the hand-off plane and comes back can not be reblended, resteamed, or anything. That is why we are to remake the drink the way the customer is requesting.

As for stores running out of things, I find can also be a result of storage space. I am fortunate and have a large back room to store a lot in. The store I trained at was half the size and mostly occupied by cups and bullets of coffee. The store I am at now, we have the space, but the store manager has yet to adjust for the business increase we are getting from the area expanding.

As for the comp'd drinks...I do it if customers have to wait to long, or once in a while if it's a regular, or sometime just because someone looks as if they are having a bad day. It makes them smile and maybe have a better day. Without seeing what these barista's are doing when they comp the drink, I can't say why they are doing it and hope it's not because they are flirting.

[eroslane]

About a year ago, over the course of several weeks, the Starbucks that I visit was consistently out of soy. This store was within a five-minute drive of not only two other Starbucks locations, but a Trader Joe's --- known not only to stock a variety of soy milk, but at low low prices as well.

Like many of you, all I could think of was, "Well, it happens...", or "Couldn't they call another store..." or "Can't they just buy some from a grocer..." to "Maybe I should create a spreadsheet for them to help them gauge how much soy they average over time to assist their buyer" to...., finally, this:

After about three weeks of "no soy, sorry", without fuss, pomp or circumstance, I shrugged my shoulders and simply started visiting the non-Starbucks coffee shop one block up.

As with Starbucks, I enjoyed their coffee, their employees, the enviroment at the non-Starbucks Coffee Shop. They consistently had soy, and were just as convienient, so I had no reason to reverse my habits to see if Starbucks ever got their soy-act back together.

But it was just over a year before I ever went back into that Starbucks because my habits had changed.

Over. One. Year.

The reason I went back in? I was with some friends, and Starbucks was open two hours later, so we could visit and chat.

And yes, they had soy. :-) And I had a nice time, enjoyed their coffee and the enviorment. But my habits have never changed back to them --- only the convience of the hours lures me back.

(it isn't actually a health code violation. it is a safety and security policy. it's all about litigation, and trying to avoid it. there is no health law that says you need to know the product inside and out before you steam it...just doesn't make $sence$ to potentially make yourself responsible for the expired rice milk that the customer brought in.)

Hey BIll :
why dont you all corporate and ask THEM if they think it's ok for us to steam your mystery-home-brought soy? Be sure to post their response. :)

Bill:

Actually, soy Is a potentially hazerdous food-I'm glad I dont have to drink coffee at your store if you dont knoe that. People that are allergic to peanuts are also likely allergic to soy since they actually come from the same family. I assume you know how dangerous peanut allergies are? For a whlie starbucks stopped carrying soy at all... So, FYI, and stop asking starbucks partners to break the rules and possibly lose their jobs just so you can have your soy. Now you know better.

[Devul]

I would never steam up something someone just handed to me. Why? Whose to say whatever they just handed me isn't harmful to someones health, and they are just trying to bring bad publicity to starbucks -- or worse, harm people. Paranoid? Maybe. But i'd rather not risk it. Heck, honestly? If someone came in like that, and said they just do it to save money on soy, I wouldn't charge them and steam up our soy for them.

Now. For the comp drinks? Did you have to wait, or are you just cute? I would never give a cute girl a free drink just because she's a cute customer. I am sure some of you other barista's know we get some good lookin' girls in there sometimes, too! Do you work in the area? In our little shopping area people who work "there" get 10% off on the food and such -- and everyone does it... expect starbuck's. Most of us feel bad because the employee's of other stores, who give us 10% off, come into ours and we don't offer them anything. So every now and then we'll just give them a drink for free, a show of good will, or charge them less.

These act's of kindess keep them coming back daily. Now, the cute quizno's girl, yeah i've comped her a drink before...*cough*

[ex coffee wench]

question... bill do you bring in your own bugers to mc donalds and ask them to grill it too? what about use you own speacil sauce on your bic mac. it wouldn't happen there so why should starbucks have to do it?
as for the starbucks who do this i wouldn't want to be the guest behind the guest who you do this for and have to wait for you to tear down and clean the bar. this is going to kill your three minute times.

[JustABarista]

Posted by: | Oct 21, 2006 11:22:11 PM,

Actually it IS a health code violation, at least in my city. Our city health department only allows foodservice and qsr (quickservice resteraunts, of which, they qualify starbucks) to ONLY use products from an approved vendors list. Even Costco, Sams, and the Supermarkets in the area had to go through the approval process with the city. It explicitly states in our code that an establishment can NOT prepare any item brought in by the customer. We can't even add their Hershey syrup to their latte for them, they have to add it theirselves (we have a few customers that don't like our mocha syrup and brink in a bottle of Hershey's syrup).

DO A PAY OUT!
simple!

[Lauren]

Thought, that I hadn't seen...aren't the voicemail numbers of all managers on their cards? A little extension to leave them a message and at least then it'll go straight to them? This person was absolutely right that it was wrong they were out of soy. And it is pretty hard to think about running out of things -- but maybe their manager didn't give them labor to transfer any soy. I'm not at a super heavy volume store but our labor is so poorly organized that I RARELY have coverage to take the trash let alone go pick up soy.

Sometimes it's the better of two evils.

Talking to the manager is the best way -- but I'm sure the baristas are sick of it too and I'd hope they'd tell him/her/whoever is doing the order at their store. It's hard sometimes, we try our best (for the most part), and we try to fit things into tiny back rooms with plenty of safety stock, but it doesn't always work out perfectly.

Also: the other milk/syrup/powder comment? That's not only against Starbucks Policy (as stated in Safety and Security as well as the Beverage Resource) but it's against health code in many counties. We've has this talk a thousand times...it's against company policy and dangerous (and not allowed) for a reason. Just Say Yes is an amazing policy -- but stops when it could injure a partner or another customer or when you're asked to violate a rule or law.

[jabanga]

you should only do a paid-out for soy if you absolutely can't borrow any from another store. the silk soy you can get at supermarkets has way less sugar than the silk soy made for starbucks and a good percentage of the die-hard soy drinkers will notice the difference immediately. however, if you tell them it was between that and no soy whatsoever they're usually fine with it.

soy is on the high volume sku daily order in my district-maybe the person doing the order doesn't know that-my manager didnt....also, customers can use the comment cards on the condo stand-that's what they're for...the original comment is from a frustrated customer trying to spend her money at starbucks...maybe there's a good reason why that manager doesn't stock soy-maybe not...the timeing was unfourtunate with the manager being on vacay, but everyone deserves one, right! She should have asked to speak to whoever was in charge when she was told the manager was on holiday-common sense, right? Someone PLEASE get her some soy so we dont have to steam Bill's home-soy!!!!

[Howie Schultz]

Just sounds like some OCD manager who would rather have the most perfectly organized backroom where everything has a place, rather than ordering the standard which is 20% higher than your par so that you have buffer just in case you get higher than expected sales for a couple of days.

Also, soy is a high volume sku item, which means that you can edit your daily order 2 days in advance and order some. I am an ASM and so that means I am there 5 out of 7 days in the work week. If we run out of a high volume item, it can only mean that 1) Our delivery man shorted us (happened yesterday) 2) I wasn't paying attention

[Jimmy Chang in NYC]

Signs saying that "we are out of"? hahahaha This lady has to be kidding. We had signs plastered everywhere that our espresso machines were out (breaker issue) and we still had morons come in and ask for lattes etc.

As for being out of soy this could be a supply chain or ordering issue. Unfortunately this lady has been burned. Sorry for that. Here's a coupon for your next visit. Hopefully we will have soy then. *giggles*

BTW You NEVER NEVER NEVER steam non-Starbucks product. That is the rule and that is a heath code issue. So, you baristas who do it better stop it!

Just say yes is a tool it is not an end all that comprimises safety.

[Caffinatedx2]

1. There are many reasons why we would run out of soy. It could have been just one of those freak weeks where EVERYONE and their mother gets soy. sometimes its soy, and this time of year, i can assure you that it will aslo be apple cider. It happens. Most stores cant order umpteen gagillion boxes of the stuff, mostly for supply space reasons. You would be SHOCKED to see how little space some stores have. Makes my closet seem roomy. Also, what could be happening is someone is learning how to do the order. It can take almost a month to get that down, especially if the partner has never done something like it before, and is still figuring out how to make week to week adjustments to the order. Its not just managers that can do the order. Its usually a shift supervisor, asm, sm, or sometimes a high-caliber partner that wants more responsibility.
Maya Hernandez, if it keeps up, write/call the District Manager. They have cards set up in the store, or ask the partners for the DMs card. This is not to get someone in trouble, just to let the DM know that there is an issue at that store, and that team may need help in fixing the problem.

2. There are lots of reasons why we may comp a drink. Police officers on duty, at least in my market, can get a free tall coffee. If you have waited way to long in line and we feel bad, sometimes youll get a nice surprise from us. If the girl in line is cute, i flirt, but i dont give her a free drink. I dont need to give away coffee to get a date. It shouldnt become an epidemic in the store, giving tons of drinks away for free, but we do it occationally for people for a variety of reasons.

We have been running out of vanilla syrup and earl grey tea for the past couple of months due to the insurgance of London Fogs being ordered. It drives me crazy that our SM (who does the order) doesn't increase the orders on vanilla or tea. We often have to get bottles of vanilla from other stores.
Re comping, we do it for the above mentioned reasons, and if we're in a good mood, to a regular customer, who comes in daily, is overall a great customer, then we give them a free one from time to time to say thank you.

[Boston Starbucks Rebel]

Yes, oh the whole entire issue of steaming your own "product." Well I'll tell you what Bill, how about I give myself a few pumps and squirts and let you steam that up. HEHEHEHE. Or maybe you would like your mother's breast milk instead, I hear you still carry the baby bottle with you for comfort.
Also soy is an allergen in case you did not read the Beverage Resource Manual. Thats why it is important to wipe your wand every single time, especially with soy beverages.
Again, never ever steam a non-Starbucks product because we do not know what is actually in it.
Scenario 1) A person brings in a product for their beverage. The barista says yes. Unknown to the barista is in fact anthrax spores which are immediately aerated into the atmosphere and into all the surrounding beverages. All partners and customers would immediately inhale the anthrax spores and therefore become infected, possibly with a terminal effect. You might think that wiping with a santized towel would work but in fact anthrax spores are very hardy and would continue to infect further customers. Since the partners and customers inhaled the intial amount, they would go untreated before it was too late. The steam towel even if it was at the proper concentration would continue to infect other customers and even partners.
The moral of the story is not to be like Bill and never ever use somebody elses product because it might be just there jizz, breast milk or it could be a deadly biological agent.
USE ONLY STARBUCKS APPROVED PRODUCTS!

[Boston Starbucks Rebel]

Oh I give free drinks to people alot. We only are not allowed to give free drinks to "friends and family." It says nothing about free drinks to strangers, especially the hotties who I just want to...

[Lou Sussler]

There is no excuse for running out of a high volume staple like soy. None.

Excuses discussed above are rationalizations. If you are going to supply a staple, particularly a high volume one, supply it all the time or discontinue it.

[baba]

i agree.

there is no reason that a store should be out of anything.

i understand why it happens, doesn't make it right.

[Boston Starbucks Rebel]

Oh yeah, I'm sorry that I forgot to mention the fact of runnning out of soy. Yes, the store manager is obviously unable to properly figure out the correct par necessary for the store.

[IMHO]

Sure the SM is responsible for the soy shortage...

How do you explain that the ENTIRE CITY I work in had no soy in their delivery one week because our roasting plant was short. With JIT inventory management, no one can expect to stock two weeks worth "just in case".

Paid out? not when you have no one to go buy the soy, not when you don't have approval for the paid out...

Yes, it is inexcusable to run out of product, but it happens. Mistakes happen. People aren't perfect.

Offer a substitute... great opportunity for someone to try a new drink on the house... give them a SRC so that when you do have soy in stock, you can buy their drink to make amends for the inconvenience!

[Scorpio370]

The fact that the customer wanted the managers personal number is another issue all together... what store manager has a personal number at a store? You should NEVER give out a home number to ANY employee, manager or otherwise! That is a severe issue! You do not give out personal information, schedules, or anything to anyone who is not employed by Starbucks. If that partner is wanting their information to be given out, let them do it.

[MorningJolt]

As a nurse we are trained in a variety of areas, one of which is Public Health. One big thing that you learn is restaurant/food safety. Rule Number One: You DO NOT EVER! prepare foods that a customer brings in due to the risk of cross contamination.

[billybob]

"There is no excuse for running out of a high volume staple like soy. None."

- Not even when you order 92 cartons of it and Seattle doesn't send you any???

[Lefty]

John, if they thought you were a secret shopper... free drinks would be the worst possible idea.

[Theolaxor]

my favourite is when the customers start yelling at me when we are out of something, because it is obviously MY fault that seattle shorted us; i take several trips per week there to destroy our stores shipments just to piss off the customers

[BillyBob]

Theolaxor, I'm surprised I've never seen you there! Two weeks ago I was in Seattle destroying all of Toronto's shipments and removing all the soy. We should meet for coffee next time....

one time when seattle short shipped us (the whole district) for soy the second week in a row, i called an outside vendor and got 25 cases delivered.

it sucked, but was one of those 'costs of doing business'. we paid $2 a carton for 25 cases...

but at least we had soy.

if soy were a rare or propriatary product, then i'd understand. but it isn't, so it isn't acceptable - for whatever reason, to be out of it.

[Cynical]

Starbucks Corporate is too busy inking book/DVD/CD deals to ship soy. Stick to your knitting folks. I was at a Starbucks on Sunday afternoon and they didn't have either bold *or* mild drip coffee available. Customers had to wait around for it to brew. You sell COFFEE people!

[MKE BARISTA]

Cynical -- Would you rather have old expired coffee? We dump coffee every hour to ensure the coffee you drink is fresh. If you can't wait 4 minutes to get fresh coffee that is unfortunate for you.

[billybob]

Yeah, but you should never dump them both at the same time. Stagger it so there's always at least one available.

[Barista sUz]

As far as signs go, yeah you can put up signs. But you're right, it has to be approved by Sbux. A while ago, I was reading the Scoop and noticed they now have signs for things like the bathroom is out of order, etc. There are signs that say "temporarily out". There's a sku the managers can get to order some. I would highly suggest they get some. Lately our store has been running out of chai, and apple juice for our CAC [Caramel Apple Cider]. It's definately helpful during the holidays.
We just found a stash last year. I was a borrowed partner at another store and was like, "Hmm.. How come we don't have those?!???" And wadya know. I found some. :)

[microSBUSSM]

as a soon to be graduated MS in Forensic Microbiology, Bill---when you make some ill or kill them because you are steaming soy from someones home stock of Bacillus anthracis or E. coli strains that can cause sickness, let me know if you still proclaim the "just say yes" policy. Food sickness, bacterial, viral infections are not funny or a joke, we can't even keep an ice scoop in the ice bin for contamination of staphylococcus from our skin, why in the world would you think it is okay to steam someones "soy" from home. This is outrageous, and I wish I knew where this was happening so I could make sure that the National Food Handelers could set up a class for every person in the district.