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

[BaristaBess]

I am a barista at a locally owned coffee house, but am also a secret fan of starbucks. My local SBUX recently hired this new guy who works in the morning on my way to class and he makes the WORST drinks. I don't even understand how he could ruin a drink when all he has to do is push the button on the machine and steam the milk. The drinks always end up tasting very bitter--like he didn't get the espresso right. When another barista makes it, it turns out fine.

Any suggestions as to how I can actually start stopping at SBUX in the morning again and not how BAD BARISTA BOY mess up my drink? I don't want to be rude or anything...

[BellevueBarista]

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

Thank you for touching on my #1 pet peeve...when a customer actually shoves their credit card in my face as i'm finishing ringing up their drinks or before I get the chance to grab their pastries and/or brewed coffee, I wanna stick it you know where. I'll get to your money when i'm finished ringing up your transaction, it's the last thing i'm going to forget, so chill the hell out and don't shove your money in my face when i'm not ready for it.

[coffeeguy]

it should be just say yes unless it's illegal immoral, an obvious scam, or vastly upsets the third place and store safety or security.

So yes If I didn't make that decaf you bet that I will remake that for you and do it right this time.

But you will forgive me if you come in with an obviously forged coupon and try to get free drinks out of it.

Screaming only means that I WILL NOT under any circumstance serve you because the 20 people behind you are all shaking their heads along with me at your temper. Next adult customer please. People have the right to be treated like human beings.

[zepling]

In B&N we don't have a "Just say yes" policy on paper but most of our managers act like it is anyway.

I had a girl order this:
"Like, a grand(e) strawberry cappuccino (frappuccino) with like, extra strabbery... well kind of like extra caramel around the cup but not."

So assumed she meant that she wanted extra strawberry around the cup like we do with the caramel. I even asked her if that's what she wanted. She nodded and said yes. So I made it and she took it then stared at it for 10 seconds. Then she told me that she actually wanted caramel around the cup. I told her that caramel was an extra 35 cents and she flips out on me. I remade the drink with a smile anyway, but she wanted to keep the old drink.

At my B&N we don't let them keep the old drink if we weren't responsible for the mistake. It was a sweet moment for me when she reluctantly gave me the first drink. Later, I heard her talking on her phone next to the counter telling someone that she didn't get the free frappuccino "this time" because I took it.

[Darleen]

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.

Are you kidding me? I wouldn't care if one of my partners took their partner beverage home with them. It's your beverage, you can have it in the store or take it with you when you leave. That manager should get a corrective action for that. I swear, it's managers like that who give us all a bad name.

[Xai]

Regarding people who throw money on counters, or at us even...

I get really, really pissed off. I don't normally get angry at many things, but it is also my number one pet peeve. If any customer does that, heh, you can reach for your money at my end of the counter. And I'll give you extra change to fiddle with too. Have fun with that.

[Ubu Walker]

@zeroperatioshift
If someone handed me an altered coupon, I would simply tell them that you need to see their drivers license to write down their name and address on the back of the coupon. Tell them that its for a special contest. Then, I would forward the coupon to the police. Coupon fraud is a very serious crime, and I can't imagine that corporate would want you to put up with that sort of nonsense.

As a customer, I have been "told no" numerous times when I have tried to order my version of a decaf frap lite, which isn't available from mix. I'll order a "skim, sugar-free iced vanilla latte, with 5 pumps of sugar-free vanilla, double-blended" and be told "we can't do that" or the girl behind the counter will act dense and offer me a regular frap lite. [Yea, I am talking about you 42nd and 6th Starbucks people. Luckily, the 42nd and 5th Starbucks will do it with a smile]

[Ubu Walker]

haha...i am such a bad customer...that should have been a "skim, sugar-free iced *decaf* vanilla latte, with 5 pumps of sugar-free vanilla, double-blended"

[BNBARISTA]

Zepling- We had a lady who used to scam us like that too, only she was a regular customer. Eventually everyone was trained that when she ordered a Venti VBF to just go ahead and make her a CVF instead of making what she ordered. (She would ask for a manager if we didn't let her keep the mistake, and the manager would have us give it to her.)

Re: Microwaving- yes, it's gross, but this guy will return his drink if it isn't 200 degrees. I don't know how he drinks it without incinerating his tastebuds. If i just do it to the 170 and don't tell him, he brings it back to complain.

[CFLsbuxfan]

Although it makes my boyfriend laugh every time I do it, I order ALL my drinks with 2 pumps of syrup instead of the standard 4 (for a Grande).

If you'll charge me for extra pumps of syrup...why can't I get a discount for only using 1/2 the amount the recipe calls for? Futhermore, I never get whipped cream either. I'm saving the company money every time I order a drink (which I do, on average, about once a week).

For a company that seems so hell-bent on charging for adding an extra pump [now, don't freak out on me, I worked in retail too...I understand WHY from a business standpoint, but it still sticks with me every time I order my "lite" drink], it seems as though I should get SOME kind of break for ordering a flavored latte with only 1/2 the stuff that comes with it.

Come to think of it...instead of ordering a "Grande _______ Latte, 2 pumps, nonfat, no whip" would it be cheaper just to order a Grande Latte with a pump or two (added on) of flavored syrup. Am I getting jipped?

BTW, I would like to personally apologize for my fellow customers for being complete and utter IDIOTS. There is little human decency in this world anymore, and it saddens me greatly.

THANK YOU to all the baristas who take care in making sure my drink is right, and done well. I APPRECIATE YOU!

THANK YOU to all of you who smile at me and ask how my day is going. It does make a difference. I APPRECIATE YOU!

That's all :) Have a nice day!

[Jeff]

I'll comp a drink to my regulars every couple of months - it's just good business. And I'll give another her one free pump every time, but I never comp her a drink. It works out long term.

[zeroperatioshift]

UBU? What?... the post on fake coupons wasn't mine.

But...

If someone did come in with them...

I've been told (about fake coupons especially), JUST SAY YES! woohooo.

And someone else posted that the stock is near 32? OH BOY... only 7 more points to go till we get back to the 52 week high.

Look at a stocks fundamentals people, not it's price.

-zeroperatioshift

"skim, sugar-free iced *decaf* vanilla latte, with 5 pumps of sugar-free vanilla, double-blended"

If you really want to get it right it's:

Iced decaf 5 pump sugar-free vanilla nonfat double blended latte. You might want to specify a size, which you would say after the decaf.

And no, we really aren't supposed to put those in the blender. I'll do it but I will tell people it's not going to be the same as a frappuccino. I also won't remake it if they don't like it.

[Barstar]

"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."

If your cafe con leche has soy, lactaid, or any kind of sweetener we can't blend it because of health regulations. Really, it's not our fault!

[Xai]

"If you'll charge me for extra pumps of syrup...why can't I get a discount for only using 1/2 the amount the recipe calls for? Futhermore, I never get whipped cream either. I'm saving the company money every time I order a drink (which I do, on average, about once a week)."

Because, you're not just paying for the syrup, you're paying for the espresso shots and milk. And you never pay for whipped cream.

[LuvAlmond]

Tim said, "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..."

Gosh Tim, thanks for pointing out that they were a Japanese family. That's not racist or anything! I mean really, nothing in your post had any relevence to them being Japanese. Are you sure they were Japanese anyway and not Chinese? Korean? Thai? Philippino maybe? Next time, think about it.

If your cafe con leche has soy, lactaid, or any kind of sweetener we can't blend it because of health regulations. Really, it's not our fault!

As a certified food inspector, this is not true. Secondly, what about UBB or CBB (can not remember what its called). That is a milk based drink.

[BOSTON STARBUCKS REBEL]

Maybe their shirts said "Me paenitet illorum pyroboloorum attomicorum," thats always a possibility. Now that was total war and this is war too!

[Kelowna Starbucks Rebel]

LUVALMOND-

No, that actually isn't racist. Pointing out that a customer that tried to scam you was Japanese isn't racist.

Racism, as it is defined, means:
"a belief or doctrine that inherent differences among the various human races determine cultural or individual achievement, usually involving the idea that one's own race is superior and has the right to rule others." This has nothing to do with Japanese people using fake coupons.

So LUVALMOND, maybe next time before you get up on your soapbox to make an issue out of nothing, you should actually learn the meaning of the loaded language you are about to throw around.

I also highly doubt that if Tim said it was a middle-class white family that tried to scam, you would have not been "offended." You obviously came here with an agenda, so maybe next time you should take your wannabe activist attitude somewhere else.

KELOWNA STARBUCKS REBEL
NON ILLIGITAMUS CRBORUNDUM
STARBUCKS REBEL ALLIANCE

I think this is a horrible site. Why bad-mouth your OWN company?! If you dont like it leave. I love our company and it makes me sad to see people who dont share the same passion!

[nybaristar]

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

I don't know what you mean by micro-managing... I also don't know how much my store makes a week (or at all, for that matter..)

"If your cafe con leche has soy, lactaid, or any kind of sweetener we can't blend it because of health regulations. Really, it's not our fault!"

actually, according to the BRM, we can. we simply must explain that it won't taste the same as one of our frappuccinos(r), and make sure that the pitcher is sanitized after using.

"I think this is a horrible site. Why bad-mouth your OWN company?! If you dont like it leave. I love our company and it makes me sad to see people who dont share the same passion!"

Uh, okay, you either just got hired and this is your first job EVER, or you're severly disillusioned. The service industry is mostly a lot of fun, but it ain't Pleasantville.

*ahem*

Re: extra syrup charge. I absolutely refused to charge someone for extra syrup unless they requested half or more in their drink. This was understood in our store. And subbing syrup? Absolutely.

Re: Customers throwing money at you. I worked the drive thru for a very short time and, never mind the fact that most people are just plain lazy if you can't get out of your car and walk into the store (exceptions are made for parents with multiple and/or screaming kids, people with injuries or older adults who don't get around as easily anymore), this guy was too lazy to hold his money until I could open the window! He laid it on the ledge with a quarter holding it down. Just obnoxious. Lo and behold, a nice summery gust of wind came up and blew his $5 off the ledge. I had a great time watching him chase after it.

[DenverCindy]

I continue to be amazed at what people will do. It has never occured to me to try to scam any of the Starbucks I go to for free drinks. I have gotten the occasional coupon; most of the time those were due to the wait for my drink and the coupon would come up with the drink, a smile, and a "Sorry for the wait" to which I would reply, "No problem...but hey, thanks!" When I hit a Starbucks at morning rush, I don't expect to fly in and right back out...I always expect it to be busy, busy, busy so it surprises me when a 5 minute wait gets me a free drink coupon. People who take advantage of the rush not only slow down the process for those of us waiting for drinks, they are slowing down the hard working baristas and for what? Greed. I'm sorry folks have to put up with that type of thing. For the scammers, "Just Say Yes" should be "Just Say No...Please Just Go!"

And I have to agree with the poster above: thank you so much to the baristas who smile and ask me how my day is going, how my weekend was, etc. It never fails to put a smile on my face and at 7 a.m., that's a rare thing. I love chatting with the partners in the Starbucks closest to my office because they start my day off great!

[Pianocavitt]

I just have to say I love my Fort Worth baristas. They are always so nice (although some definitely stand out over the others). They occasionally comp my daughter and me either with a drink or a free extra shot, but whether or not they ever comped us, we would go in there almost exclusively because of the positive attitudes they show every morning.

[Leslie Latimer]

Why would anyone working at Starbucks have to be *told* to "Just Say Yes" anyway? "Just" say yes??? I think it's insulting. It's a dumb slogan/mantra to begin with.

I was retail-raised with this customer service mantra, like many of us are:

#1. "The Customer Is Always Right"
#2. "If The Customer Is Wrong, See #1"

'Nuff said.

[Christy]

I had a discussion with a co-worker recently about this topic and I'd love your opinions.

Occasionally I will ask a barista's opinion on what to order and try a new drink. A few times, I haven't been a fan of the new drink, but I always figured I took the gamble and therefore I'm stuck with it.

My co-worker disagreed. She felt that this was the kind of case where the "just say yes" policy was part of the scenario. She felt I should speak up and ask for a new drink and Sbux should pay for it.

My thoughts are that the "just say yes" policy is for honest mistakes, not a change of mind or taste. If I were in a restaurant and didn't like the filet minion, I wouldn't send it back, I took the gamble and I accept the meal. I would only send the food back if a mistake was made or it was improperly cooked, and I don't see Starbucks being any different.

What do you say?

[Kelowna Starbucks Rebel]

Christy-

I agree with you completely, and it isn't just because I'm a partner, but because it was how I have always felt about this situation.

It does, however, depend on how bad the drink is. If it just isn't your favourite, then thats too bad, you took the chance and shouldn't get it again. If it makes you gag, then take it back.

Most Baristas will/should say in this situation that if you don't like it, they'll make you something else.

Unfortunately, your coworker demonstrates the North American sense of entitlement that causes service industry workers so much misery.
I congratulate you for taking such a civilized approach to this situation.

[Christy]

Thanks for your input, Kelowna. I'm travelling to your neck of the woods this summer...Vancouver. :o)

Since you're from the area, you may know this...Can you tell me if the Sheraton Wall Ctr Sbux is a retail store or a "proudly serves"?

Thanks again.

[EXMACHINA]

When you come into Starbucks, you are entering a trade environment. Your part in the trade is requesting what you want, and providing the funds for it.

Our part is then, in return, trading you the product for the funds. Grande latte (in Sacramento) for $3.05.

Starbucks is not a car dealership. We have more respect for you than that, and while we will upsell from time to time, we generally let off if you aren't interested.

So please, treat us with respect by not haggling with us over prices. We did not make them, but we have a duty to enforce them.

All register partners are well versed in the policy of their store and management, so if you get charged for your "1 pump" of syrup, there is probably a good reason.

If you have found a Starbucks which charges you less for your drink, and the price matters that much to you, go there and let that be the end of it. Please don't haggle.

Because in this case, when prices are on the board, and we know the policy, you are not "entitled" to a discount because you have money.

We have the coffee. And we'll be fair with it.

[LEL]

Christy,

Whenever I suggest a new drink to a customer, I always tell them that if they don't like my suggestion, I'll replace it with their regular beverage on the house. I don't want them to leave my store with a drink they don't like. Sometimes someone will come back up to the counter and tell me the new drink is just not their thing. I'll congratulate them for stepping out there and trying something new, and then happily make their usual drink for them.

As long as you are kind about it, and don't ask for a replacement EVERY time you try a new drink, I don't think a decent Starbucks partner would make a fuss about it. Also, if you LOVE the drink your barista suggested, be sure to let them know!

[Kelowna Starbucks Rebel]

ANOTHER THING-

Unless you have an absolutely TERRIBLE experience, you should never ask for coupons, but it is reasonable to ask to have a drink remade, if you do it in a civil manner. Coupons for things like having to wait too long for a drink, or having your drink made wrong are handed out at the Barista's discretion. If you have to wait 4 minutes in line during the 8AM rush for your drink, then DEMAND a coupon for the wait, you will be looked upon as an undesirable.
Or, as one gentlemen did, ordered two dry cappuccinos, sat down with his wife and drank them, came back to the bar, threw the cups down, and asked for coupons because his drinks were too dry. Asshole.

I'm sorry if this offends any of you, but demanding something that isn't warranted to correct a situation is greedy and rude.

[Kelowna Starbucks Rebel]

CHRISTY-

I believe the Sheraton Wall Centre is a licensed concept store (not corporate), so I wouldn't suggest going there, however it may not be that bad since Sheraton is a respectable hotel chain. But as you will be in Van, you should easily be able to find a Starbucks on almost any block.

[Christy]

Thanks Kelowna!

[BOSTON STARBUCKS REBEL]

Maybe the Japanese people were just getting back for the Americans using atomic weapons against them in World War II, opppppppps I forgot they attacked us first at Pearl Harbor. My bad.

[BOSTON STARBUCKS REBEL]

I just read that Archbishop Raymond Burke of the Archdiocese of St. Louis has denounced Sheryl Crow. I will never try to sell her Artist Choice CD again and will not put on her music. And after she broke Lance Armstron's heart I don't know what to do.

[helltotheno]

i think maybe the point of mentioning the japanese family's background was to point out that english is their second language -- which explains the million typos etc. in the fake coupons?
just how i read it.
(and when i hear japanese/see japanese/receive other cultural clues, i assume the people are japanese. it's not a conclusion i jump to for every person who looks east asian, thanks. i'm assuming the poster is the same.)

[davest00]

Im an upcoming assistant manager at my store, and in the past year and a half I've been a barista/shift i've learned to deal with this "just say yes" policy. I personally feel that most of the times you want to say "no" is simply because you don't feel like saying yes, or you are personally affected by the customer. If the customer is nice and polite, you'll have a tendency to say yes...if a customer is rude and annoying, you'll be inclined to say no. There will always be two types of situations. "black and white" and "grey". If you are going to say no...you better have a technical understanding of the rules of starbucks. Alot of times if I'm not sure if I should do, I'll end up just saying yes, and then either 1. asking my SM-DM, or simply going into the books and looking at the policies of the issue. Through this i'll end up learning all the rules and policies, and I can use that in my judgement in the future. I'll tell you, most of the times I say yes. If it is a clear violation of policy, I will say no. As for the old ladies asking you to use your discount...that is a CLEAR violation of policy. I have seen people get fired for that.
My advice to people who are sick of this JSY policy...just remember...
As a barista, shift, ASM, SM, and up, you are a professional worker for Starbucks. Part of that profession is the ability to not take things personally...it's just a job, not a social friendship. So what if you let the customer get away with something. It's not like they're your friend or anything. Just suck it up...do what they say, and move on. If it's a clear violation of policy, say no. If they do not agree, simply give them the card to your DM, and let seattle handle it.

[BOSTON STARBUCKS REBEL]

The other day there is was blood all over my face and hand. The customers were complaining that I had blood on me. I just told them it was raspberry and mocha. They'll believe anything.

I also highly doubt that if Tim said it was a middle-class white family that tried to scam, you would have not been "offended." You obviously came here with an agenda, so maybe next time you should take your wannabe activist attitude somewhere else.

Kelowna, maybe next time you should butt out, I don't think luv almond was even talking to you, maybe you are the one with the agenda?

[davest00]

One more thing.

This mentality works. It might suck in the short run (you feel like AGHHH! I can't believe that they got away with that!) Our store is a high volume store, but I can tell you that between 35%-50% of our daily customers are regulars (meaning that we pretty much know what they drink, even their cars before they order) Lol..once in a while we'll just mess around and tally up the regulars we know and it pretty much is that percentage. Our business continues to improve everyday, and each day we bring in more and more regulars through our customer service.

You might disagree, and if you are simply that unhappy with just saying yes, then maybe starbucks isn't the right company for you. I really feel like the reason why starbucks has become so profitable is simply because of it's outstanding customer service and ability to bring in and retain regulars.

[Burrrista]

Hey guys...here's a question on the topic of what to charge for, and what not to charge for...
We have a lady who comes in regularly and orders a "kids steamed milk with vanilla and whipped cream". This is a vanilla creme, no? However, at least on our menus here in BC, there's no such thing as a kids' vanilla creme (which would, in theory, be $1 as per kids prices), so should she not get charged for a short (about $2), and have it steamed to kids' temp? There must be a reason the "kids" modifier doesn't work for it...

[davest00]

In response to the kids vanilla creme, I feel like that's a grey area situation. It's your decision. If you feel like she should be charged 1.00, then charge her as a kids hot chocolate. If you feel technical, then charge her as it should be, if she argues with you simply say that you cannot do so in your computer. If she is that upset over it, then she'll take it to corporate, and you should be fine :)

This white lady got a free coffee today at my store.

Unfortunately, your coworker demonstrates the North American sense of entitlement that causes service industry workers so much misery.

Seems to me you say the same type of things you are complaining about. Stereo-typing people that way. Did you not just put someone else down for doing the same exact thing?

[Me]

What about if you go to a store that hasn't been very busy for a few hours and you request a cup of drip coffee, but when you get it it's obvious that the coffee is old and tastes even more burnt than usual? Is it reasonable to ask for fresher coffee? Would the partners hate a customer for asking this?

and tastes even more burnt than usual

are you saying that the coffee always tastes burnt?

Christy-If you are a partner and want to know what stores are licenced versus company operated go on the portal under reference and tools and type in the city name and state and it will come up with a list of all the stores in that city and next to it will say either lc (licensed concept) or retail (companu operated)....you can also do this for other countries! Hope that helps ya!

[INJINIRO]

"You cant tell me that you dont have the lemon ginger scones. Remember you guys have to say yes. I want a lemon ginger scone! I want a coupon!" - as told by a customer who held up the drive thru line for 3 mins.

Just say yes does not apply to something we dont even have or carry.

[LSManager]

"Just say yes... but use your common sense."

I manage a licensed store in Arizona, and consequently serve cold and blended drinks all year round - and receive complaints all year round regarding them. My favorite complaint of all was a woman who called our store, explaining that she worked at an office and had come in to our store to buy Frappucino drinks for herself and her coworkers. However, when she returned to her office, she discoevered the drinks had been made wrong. According to her, she had done so on several occasions, and always received incorrect drinks. She then asked for either recovery coupons or a monetary refund. However, she could never describe who was on duty at the store, or tell us what was wrong with the drinks. I refused to give her the money back, or give her coupons - the drinks she described were over $30 in value. Later, I found out that she had called several other LS in the area, with a similar story.
Common sense aspect:
- If she received incorrect drinks every time, why return to the same location?
- Wasn't there a Starbuck's closer to her office than ours, one that wouldn't consume her entire lunch break to visit? (There are Starbuck's almost every two city blocks apart here)
- Why could she not describe the barista(s) on duty?
- Why could she not describe what was wrong with the drinks?

Other situations regarding the JSY policy are encouraged by baristas not following policy - I have had customers that expect to be charged a refill price any time they come in, just because 'all the other Starbuck's do it.' Another woman came in, asking for four pumps of mocha instead of Classic in her Iced Coffee, and was upset when I automatically charged her for the extra syrup. Even after I explained the policy, and that I didn't make the rules but followed them, she said:
"I'll talk to your District Manager, and then we'll see who's right!"
and proceeded to write down my name, and paid the additional 30 cents for her drink, continuing to be rude to me despite the fact that I was actually being quite pleasant. The next day, she returned and repeated the scene with two other baristas, and has still continued to visit our store and deliver empty threats.

The JSY policy is great when used properly - it's the chance to correct a mistake. People shouldn't abuse the privilege - because privileges can be taken away at a moment's notice.

RE: Kids saying their drink wasn't made, or forgotten - you can fix this by writing names on all the cups. If indeed the drink was forgotten, the cup will still be marked and sitting on the counter. If they give you their name and drink, and there's no matching cup, they obviously didn't go through the line... and just got caught.

RE: "If you'll charge me for extra pumps of syrup...why can't I get a discount for only using 1/2 the amount the recipe calls for? Futhermore, I never get whipped cream either. I'm saving the company money every time I order a drink (which I do, on average, about once a week)." by CFLsbuxfan.
Syrup is not included in the recipe for a standard latte - there is a standard amount of syrup pumps for a drink size, though. The 'Add Syrup' charge is for any amount of syrup, whether it be 2 pumps or 20. If a syrup is standard to that drink's recipe (ie. Tazo Chai Tea syrup in a Tazo Chai Tea latte) you can have as many pumps as you want and not get charged. That is Starbuck's policy, regardless of how many baristas in this thread disputed it.
Also, whipped cream is free anyways, and is more a supply cost to us. There is no code for 'Add Whipped Cream', just like there is no code for 'Add Splenda.' You have the option to add it or not, even if it comes as a standard topping for your drink.

(Can anyone tell I went to a corporate meeting last week? o.O)

And to BNBARISTA: To keep milk from boiling over, either use a larger steaming pitcher, or tilt it slightly so it spills onto the drip tray. I frequently steam milk to 200 degrees for customers who are driving long distances - they don't mind the taste, the same as many home coffee drinkers don't think twice about reheating their coffee. Not everyone's taste runs the same.