Is it time to say no to "Just Say Yes"?

One of the big Starbucks customer-service mantras is "Just Say Yes," which means the customer can pretty much get whatever he or she asks for. Judging by comments posted on various Starbucks Gossip threads, this policy is causing more and more problems as customers try to exploit it. Should "Just Say Yes" be dropped? Altered? (How?) Or kept in place to keep Starbucks a customer-service leader?

Comments

[seattlesuburb]

I have only been in one situation when my shift actually told someone no, and they were scamming for free venti frapps. Most of the time I think just say yes should be kept, even the days when you want to throw the drink in the customer's face. I'll just make it decaf instead :)

[Lauren]

Just Say Yes is a great policy. It really is.

What isn't so great is customers who knowingly take advantage of it. Don't get me wrong, I love Kathy, but when 2/5 trips a week she says she gets this one for free 'cause they messed up her last one...and, well, we know we didn't...it gets hard to hand them that drink with a smile.

Or the 13-year-olds who have discovered this and will come up to the hand-off at a busy moment and tell us that we forgot their frappuccino. Sure, maybe...except that I was floater and actually saw you walk in, kinda look around, and then sneakily walk over to the bar.

Or the guy who comes in two times a day, gets four shots (among other things) in his drink but you're only allowed to charge him for 3 because well...because.

See, if I forgot your drink? Of course! If you didn't say decaf, but you meant to? Gimme that back, I gotta make it decaf! Want me to put your banana loaf on a plate and put some whip cream on it? Hey, whatever floats your boat, do you need a fork for it?

It's what makes us distinct (if it's followed) and what makes people angry (if it's not, because they expect it to be) -- but I'm just sick of customers taking advantage of us, I suppose.

Oh, and no I won't steam your breast milk. (In other words...our health and the state's rules come first)

[Charlie B]

Yes!! Yes!! Yes!! I'll pump your beast milk.

[sdbarista]

The "Just Say Yes" policy should come with some fine print that advises us to use it with common sense. According to the policy, when people continuously "scam" us for free drinks, we should "Just Say Yes" even though we know better. It is just not a good policy sometimes when actually put into practice. If a mishap occurs and people need a replacement it is fine to do anything you can to appease a customer, but when they want their drink made with three extras shots for free because WE messed up, there is ample reason to "Just Say No." Sometimes I just want to say, "Piss off."

[Christina]

As a customer I am very careful to not take advantage of their generosity. The only time I did something was when I ordered a shaken iced tea and forgot to tell them to forgo the sugar. I still feel bad about that, actually, because I'm not the type of person to take advantage of a situation. But there will always be those who use it for their own gain. In which case, I agree with SDBARISTA about using common sense. Of course if you decline to accommodate those who are milking, yeah, they'll get upset, but sometimes you just can't let them get away with they'll ruin it for those who are truly honest.

[Case Larsen]

This weekend I was at the mall and ordered a carmel apple cider at the register and paid for the drink.

Then a couple minutes later, the barista said they didn't have any apple cider so would I like something else. Well I ordered a vanilla latte and she asks do you still want a grande. Yeah. The grande happened to be $1 more expensive than the original drink I ordered, but so?

well, the drink arrived without the vanilla flavoring. I didn't complain -- not worth making the trouble over, but it does show that service is slipping. If i had done that a year or two earlier, the barista would have even offered a free drink for the inconvenience I believe...

[HopkinsBella]

Agreed with SDBARISTA, too. Even though I get annoyed with people (customers and partners), the vast majority of the time, I do not see people abusing "Just Say Yes." But on the times I've seen it abused, it's pretty egregious. Sometimes baristas do it just to get annoying, demanding customers out of the store, and I can't entirely fault them for wanting these people to go away--and these people often include the free-drink scammers (also mentioned above), where everyone in the store hears the person give an order, partner at register repeats order to customer, calls it back, and then the drink is told to the customer when customer receives drink, only to have customer claim that they wanted something completely different.

Just use the philosophy judiciously, both in terms of customer requests and fixing any LEGITIMATE drink-making errors. The philosophy I think also should be used if a person wants to try something new--give them a sample, if at all possible, then let them purchase the drink if they like it.

End rant, and run-on sentences. :)

[zeroperatioshift]

i dislike my manager a great deal... so when the few scummy customers try to take advantage of 'just say yes'.... I whole heartedly give them as much as they want.

-zeroperatioshift

[Tim]

We had to say no the other day to a Japanese family who'd brought in those godforsaken printable iced coffee coupons from last summer -- not only was that only good for a grande of our actual iced coffee, and NOT iced mochas, lattes or caramel macchiatos, this family had THEMSELVES altered the coupons to say they were getting free VENTI iced beverages and a complimentary slice of lemon raspberry loaf.

Total amount of these fake coupons = 10.

Total amount of drinks actually made = 4. Paid for = 4.

==========

In other words, I think there should some form of Just Say No to the Just Say Yes policy, because you've got Seattle wondering why their profit for 2006/07 wasn't as hot as predicted... maybe they should take a look at all the free stuff they're scammed out of every quarter.

As for what Lauren said, we've also had all that happen to our store. It's definitely not amusing.

[Tim]

Ah, and when I said they "themselves had altered the coupons", I meant anyone of us could have opened Notepad on the computer and typed out the following in 24pt Times New Roman font.

This is word for word what the coupon said, spelling mistakes noted:

"This coupon entitles the bearer to one free Vanti(sic) iced coffee, iced mocha, iced latte, iced vanila(sic) latte, iced americano, iced caramel macchiato or frappino(sic) of their choice, plus one piece of free lemon rasbery(sic) loaf. The summer are here at Starbucks."

(no actual logo or copyright info present on the paper, no valid dates, etc., and of course, we wouldn't say free, we'd say complimentary.)

So I guess it's more that we're frustrated that customers think we're absolute knobs and will do anything they ask cos we're gullible than anything else, maybe?

Do you know that baristas gave away more free drinks to customers than they sold 1 lbs. bags of Cafe Estima?

You think "Just say yes" is abused? You bet it is. Where's my free drink coupon?

But you know, that's what makes Starbucks, Starbucks. We got 'em and we know it. They will come back even if they hate us.

BTW the stock is almost at 32. hahahahaah Look at the bigger picture here. *smirks*

[chi-town's best/angriest barista]

i think it should be "just say yes, within reason." i will gladly fix a mistake i made, like if i forgot a shot or non-fat or something, since it's busy and i get scatterbrained sometimes, but as soon as you use just say yes to be a jerk to me, it all ends right there. i will not give you free drinks, or not charge you for things because you tell me "you can't charge me for that becuase suchandsuch a starbucks in bumblef-ck middleofnowhere doesn't charge me!" i will not remake your drink threre times when you "forget" something but yet don't give me back the mistakes. your "iced venti no water extra light ice americano?" no! when you add three extra modifiers (usually shots and syrups) as i'm making the drink, no! i hate you for abusing the policy. yes, i know you thinks it's a mega-million dollar corporation, but i'm the one who gets in trouble for your little scams, so really, you're not clever or anything, you're just rude and annoying and probably getting decaf if you try to pull that stuff over on me. just because i work at a coffee shop does not mean i am stupid.
and another off topic rant: i find it demeaning when people smile and nod at me and say "good job" in a very condescening way (like talking to a toddler) after i've correctly made their drink, like they're surprised i did it right or expected me to mess it up. i'm pretty sure i can get your complicated order correct, since this is what they pay me to do.

[Just Say Yes Within Reason!]

I think it is in our best intrest as baristas not to list out ways others have scammed us in our stores because all the potential scammers who are reading this site will be coming to other stores using the excuses we've listed!!!

[Sheik]

The title should be changed to "Just Say Yes, Unless..."

Much like "The customer is always right" needs to be changed to, "The customer is always right, ... unless they're wrong."

[Dave]

Wow I had no idea people scammed you like that. I have never asked for a drink to be re-made even when I thought they were made poorly. The most I've ever done is had to ask for whip cream to be removed.

[Dima K]

Rule of retail #1: the price is on the box/sticker/menu board
Rule of retail #2: The customer is almost always wrong
Role of retail #3: You are paid to take all of that and more from a customer who is almost always wrong - it's your job, so, do your job

[Katie]

'and another off topic rant: i find it demeaning when people smile and nod at me and say "good job" in a very condescening way (like talking to a toddler) after i've correctly made their drink, like they're surprised i did it right or expected me to mess it up. i'm pretty sure i can get your complicated order correct, since this is what they pay me to do.'

I so hate that too. I'm an adult please treat me like one. And I don't care what if someone doesn't want to be charged for that extra shot. I don't Just Say Yes, I will frickin charge them for that and any other modifier that they want added on to their drink. I remember this lady who wanted a passion tea with pomegrante instead of lemonade and she pitched a fit with me over it. I didn't care how much she whined I still charged her for a passion tea lemonade. I wasn't going to put up with her 'the other Starbucks bs'. No Just Say Yes for her.

[Manager who Cares]

Dima K....it's actually not our job to take whatever from a customer...our mission statement and guiding principles apply to our partners and customers we deal with on a daily basis. A year or so ago I nicely closed the drive thru window in a woman's face after I warned her that I would no longer be dealing with her if she could not talk in a respectful tone towards my partners. I have also followed a customer out to the parking lot and asked to speak with him and proceed to tell him that I will no longer tolerate his sexual remarks to my partners. Another occasion I have watched customers dump trash in my parking lot and gone outside and asked them not to disrespect our environment and to please use the trash barrel we provide for them 20 feet away from her Lexus SUV. You can get away with saying whatever you want to a customer who is wrong as long as you say it in a respectful manner and unless my partners made a mistake, I will back them up in almost any customer service issue because it is not their job to be disrespected or talked down to by some a**hole who thinks they're better then someone who seves coffee...and if they have a problem then go get your coffee else where. There are plenty of nice, respectful, customers out there who easily make our sales flow everyday and that we provide with an uplifting experience each day.

[nybaristar]

There are two older women who come into my store about 1-3 times a day, everyone knows them and their usual drinks. From time to time, one of them will pick up a merchandise item and ask a barista "Can I use your discount for this?" It has happened several times and it puts the barista in a very awkward position. The last time it happened she asked my manager and he said he would give her 10% off. She asked what his discount was and requested the full 30% off the book. He gave it to her but I still think she is wrong to ask for it. We comp their drinks from time to time as it is because they are regulars and very nice ladies. And it's one thing if the manager offers a discount on the item. But asking for 30% off a book? Come on.

On another note... Anyone else find it odd that starbucks has the "just say yes" policy for the customers, but not quite the same policy for the employees? A partner at my store recently was reprimanded for taking her partner beverage home at the end of her shift and bringing it to her mom. Or what about just saying yes to a small visible tattoo, or a tasteful stud in your nose? Just a thought.

[Nick]

............." A partner at my store recently was reprimanded for taking her partner beverage home at the end of her shift and bringing it to her mom......"

this is micro-managing at its worst...you probably work in a store that makes at least $30k/week too huh?

[CuteBarista!]

Manager Who Cares...

i still remember, on my third day on the job (this was over three years ago) when a man FREAKED OUT on me for messing up his coffee. the shift on duty at the time told him he was not allowed to talk to me in that manner and he needed to leave and cool down.

yeah. so that stuck with me.

the beginning of frappuccino season always makes me want to kill myself. what is it about frappuccinos that drags out the dregs of society?

[equal among equals]

Manager that cares,

Thank you! I too had a first manager like Cutebarista's that helped me wade through the swarm of angry customers while I was in my first rush. There was one customer who became irate because "All he wanted was his F-ing French Vanilla Cappuccino". My manager emerged from the back room, and politely explained to the customer that there are several drinks waiting to be made on bar, that his partners are working very hard, and that his drink will be up shortly. Having a manager stand up for me when I was so new, and obviously slowing down the service made me realize that what really mattered to the company (or at least to that manager) was his partners. Customers are what keep us in business, but there is no need to take abuse from customers who are incapable of understanding their relative place in society. They are no more important than any other customer, and certainly not any more important than my partners. It was that manager that impressed upon me how important it is to "treat each other with dignity and respect", and that this principle applies to our customers, too.

[BOSTON STARBUCKS REBEL]

I believe in "Just Say Yes" because it makes Starbucks legendary. If I say no, then I say no for a good reason because it would put either partners, customers and/or the store in serious and grave danger. I only say no when there is a clear and present danger.

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE
AIM SN: BOSTONSTARREBEL

[Xai]

Just Say Yes is a really retarded policy. Of course, I understand its purpose, to standardize how we do customer service, but the people that take advantage of it... ugh. They really need to refine the policy. I realize there are baristas who'll simply be hard without it, but that is better than having a wave of snotty customers.

Plus, it'll stream out all the retarded customers who think they can treat us the way they want. There's plenty of customers who're morally sound, and just because corporate wants to keep the 5 bad eggs as customers...well, not really worth it. Baristas get put off in a bad mood, corporate loses money ANYWAY, and it's a lose-lose situation for us.

[Jon B]

"what is it about frappuccinos that drags out the dregs of society?"

Sugar

[Kat]

As a customer, I do not expect Starbucks employees (or anyone that works in the service/retail industry) to take crap from me just because I'm a customer. I expect people to be reasonable of course but if I try and scam you out of free products, especially repeatedly, or act a complete ass, I think you have every right to tell me 'no'. You are not my personal punching bag, nor do I think it should be part of the job to be taken advantage of by unscrupulous customers.

[juztin]

bah it angers me when they stand at the bar and watch you make their drink like a hawk and if theres alot of modifiers then stand there and ask well did u make it non fat dont forget decaf i asked for no whip and dont forget my extra pump of syrup BAH its marked on the drink we will make whats marked calm down lol and this is for all the customers out there...when someone asks how are you....the right thing to do is respond not just list off what you want and dont ever EVER throw credit debit or sbux cards or money at ass or you will get decaf andit will taste like poo

[juztin]

us* not ass my bad lol

[Puyro]

"dont ever EVER throw credit debit or sbux cards or money at ass or you will get decaf andit will taste like poo"

i don't work at starbucks, but i do work in retail. and if you give me money on the counter, you get your change... on the counter.

as for the "Just Say Yes" policy, i personally would not be able to deal with that at all. i would only change something if it was MY mistake (remake a drink if i messed up, etc.) but if you forgot to tell me something, too bad. i may remake it if it's slow, but i'll charge you for it. your mistake costs you, not the company. my mistake costs the company, not you.

[Puyro]

juztin: oh gods i read it as "us" and now you're immortally quoted in my post also xD

[BNBARISTA]

I will most certainly say no to you and your "grande non-fat hot chocolate, and I'm going to need that at about 200 degrees, okay?" because the last time I made it for you I had to take a break to ice my hands where the milk boiled over and burned me. It doesn't matter to me if "it's okay, no, they do it for me", they shouldn't be doing it for you and I will not do it for you. I will be happy to steam it to 170 degrees, as is customary, and then microwave it for you to get it hot enough. But I won't hurt myself so that your drink is TWO HUNDRED DEGREES.

[Mr.Dazzle]

I will stand for "just say yes" for one reason: I have seen it bring FAR more smiles to customers faces than it has frowns to baristas. Yes, sometimes it is troublesome and allows customers to LIE to our faces, but those are the minor few, and will always be there - if we say yes or not. The vast majority of respectful customers are delighted when we just say yes, and that is exactly what separates us from the rest, keeps our customers coming back and is key to our success. It is a powerful policy that should be used whenever possible, and of course, reasonable.

[equal among equals]

BNBBarista,

Microwave a drink? Gross. We don't even have a microwave, and at my old store where we did (for partner use on breaks) we NEVER put anything in the microwave. I had a customer insist that he wanted his drink at 195degrees because "nobody ever calibrates the thermometers, so if i ask for 195 it comes out right." I assured him that if i steamed to 195 it would be disgusting, but he persisted. I steamed to 195, then smiled in glee as I watched the disgusted look on his face after he tasted incredibly burnt milk. At least he was smart enough not to bring it back to me. I'm guessing I'm the first barista to ever prepare his drink to order, but then again I am a fan of "Customer Education", and he won't make the mistake of ordering his drink at 195 again.

[Sheik]

Situation:

Customer comes in and orders a Grande Latte with 1 pump Peppermint.

Grande+Latte+Add Peppermint.

"They don't charge me at such and such store down the road"

"Just say Yes" and DO NOT charge them for syrup.

So theoretically this customer can say this everyday and get free syrup.

WHY EVEN BOTHER having "Add Syrup for 30 cents" on the menu if customers can just pull off this scam everyday?

And don't even get me started on, "*annoyed grunt* You're going to CHARGE me for that extra espresso shot?! Why, I never!"

Customer comes in and orders a Grande Latte with 1 pump Peppermint.

Grande+Latte+Add Peppermint

Actually, you shouldn't charge them for one pump. A grande drink gets 4 pumps of syrup, if they only want one it is not rung up as add syrup. Read your manuel..

[equal among equals]

Though many Baristas will not charge for one pump, I have always been trained that you are supposed to charge for even one pump of syrup. As my boss (who is notoriously cheap) explained, if it doesn't come with the drink (or is a reasonable sub, like hazelnut for vanilla in a CM) charge for it. Just like you're supposed to charge for caramel sauce atop any drink that does not default with caramel sauce, but most baristas will not charge.

Personally, whether i charge you for one pump or caramel sauce depends on how much i like you.

[Kelowna Starbucks Rebel]

Any syrup modifier, no matter whether it is one pump or sixteen, is added to the cost of the drink. It's policy.

As for "Just say yes," it works until people start to abuse it. I agree with "Just say yes, unless you have to say no." I do not get taken advantage of at my job, and if another partner does while seemingly "enthusiastically satisfying" a customer, that is their problem.

Any syrup modifier, no matter whether it is one pump or sixteen, is added to the cost of the drink. It's policy.

Not true, if it is adding syrup it is the amount of syrup, if it is ONE pump it is not charged!!!

[Kelowna Starbucks Rebel]

What I should have said was: any different syrup added.

Sorry for the confusion, and thank-you for pointing out my error.

We frequently have customers that take advantage of the "JSY" philosophy. I have talked with my SM about it, and she's okay with us taking a hit on those things. In the end, it's her P&L that she has to justify to the DM and the RD, so if that's how she wants to run her store, so be it.

Regarding the charging for pumps debate, I explain that the charge covers more than one pump, so if they come back regularly, I will charge them one out of four times, but I have to charge them the first one. That usually silences the people out for free stuff and creates repeat customers out of the rest.

[Kat]

Actually I am curious why laying money on the counter is a problem? It never bothered me when I worked in retail, and when I do it, it's not like I'm trying to insult the cashier. I'm most likely trying to count out the money and it's easier for me to do it laying it down(yeah ok I'm challenged that way).

[Herman M.]

Person claiming that one pump=no charge:

Please cite this for the rest of us. I tried to read Manuel, but he got a bit concerned ;-)

Because the problem in what you say is this, if I order a "Dulce de Leche Latte with only one pump", how, exactly, do I take care of that? The key is right there, I press it and one price comes up. There is no separate key for a "one pump Dulce de Leche latte". If you add a syrup, it is an additional charge. Period. Unless you can tell me just what manual and page this is you wish for me to read.

Now, if you were serving someone an iced coffee or tea, and they wanted a flavored syrup rather than classic, that's a different issue. You are substituting one syrup for another, so the price would not change.

Is it possible that in your store the leadership team has decided that it just isn't worth it to nicle and dime a customer to death over one pump of syrup? Absolutely! I've worked in several markets where that was the (incorrect) standard. And in those places, I just said yes.

[BurntOutShift]

I completely agree with you Herman, except, our DM has always stated that, say someone comes in asking for a raspberry iced coffee, you do charge them for the syrup. While I understand the reasoning, I don't agree with it, but I charge it anyway unless someone bitches.

[Sheik]

It definitely does not say in any of "the books" that we aren't supposed to charge if they only want 1 pump.

"I'll have a grande latte..... oh and one pump of peppermint." Well, that one pump has modified the original recipe which calls for zero syrup. Therefore they get charged. 1 pump. 30 cents. That's right. That's how Starbucks makes money.

It even says on the menu, "Add syrup for 30 cents." It doesn't say "...Oh but if you want only 1 pump, that's free" on the menu.

[Xai]

You charge for anything not in the recipe. Period.

I would just do it cause you never know what jackass is around the corner. You don't want to end up regretting that you didn't add on the charge when the guy turns out to be a douchebag.

Also, if a syrup substitutes for something else, you do not charge.

[lilith]

That DM is WRONG! The iced coffees come sweetened as a default, so what does it matter if you use raspberry instead of classic syrup?

[BaristaGirl]

Syrup - charge for any syrup not in the recipe unless the total pumps in the drink doesn't exceed the standard.

So your Grande Pep. Mocha will get the add syrup unless you do 3M & 1P.

Just Say Yes - ridiculous because you can't actually follow it 100%, yet the customer can quote it and see you going against your own policy. It's complete BS, and if SBUX wants standards for dealing with things they actually need to spell it out with, you know, *actual* rules.

[BaristaGirl]

Oh, and Lilith is right. You can sub one syrup for another free of charge.

An Iced Coffee with 4p CL is the same as.. Iced Coffee with 0p.. is the same as Iced Coffee with 1pH 1pV 1pCL 1pR.

[A'Dell]

I had no idea this policy even existed. My baristas are unfailingly nice to me and I'm the sort that feels guilty when I forget to say "no whip" and ask them to take it off or re-do.

I can't believe people take advantage of a good customer service policy like that.

Actually, maybe I can. People are mean and greedy.

Just say yes! ha ha I can not get anyone to blend my coffee con leche. I know it may seem watery but really comes out like a coffee icee.