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

[BNBARISTA]

I asked my manager, who backed me up on it. Our store policy is, any milk based drink they want hotter than 170 goes in the microwave. And oddly enough, this guy actually sits and drinks the drink right there in the store. He must have an iron tongue.

[BaristaGirl]

BaristaBess – the only real way to mess up the drink is to let the shots sit or burn/re-steam the milk. If he’s new, it’s probably the shots (they have to get the milk added within 10sec). Other than watching him & calling him on it, you can order the drink "upside-down". That way the shots go last & won’t have a chance to go bad. If the drink tastes a bit strong, just give it a stir & you’re good.

Blending Soy – Not a good idea, but we do have the JSY. Some people are allergic & soy is not a listed frappuccino ingredient. If you do so, you must sanitize before you can use the pitcher again.

[BaristaGirl]

On microwaving drinks:

It sounds like alot of you use the microwave for customers. However, my SM told me that we're not allowed to because it requires some extra sort of food licence - that's it's not a piece of equipment SBUX is covered under. Anyone know which is right?

[BaristaGirl]

"that's it's"

that it is..

[IMHO]

LESLIE LATIMER needs to work in customer service for a week. Maybe then she'll figure out why the customer isn't always right... especially when they're hiding behind that mantra to fraudulently get goods/services.

You get what you pay for also means that if you want it, you have to pay for it.

A one pump vanilla latte is still a vanilla latte and not a plain latte so you're gonna get charged for the syrup.

The code for adding whipped cream is WC in the custom box... we usually call it as "with whip" as in "a grande with whip caramel macchiato".

the code for adding splenda is SP, again in the custom box, and typically preceded by the number of splendas to be added.

And the partner beverage is for the partner only as a thank you for working your shift... this is why you're not supposed to give it to your mom. If she wants the free drink, she should fill out an application.

[LSManager]

To IMHO: I wasn't talking about codes for writing drinks - I was talking about register codes. I should have specified ^^;
My point is that we don't charge people to add Splenda to their drinks, and we do not charge people to add whipped cream.

[chi-town's best/angriest barista]

"just say yes" is like an addictive drug.
and you know what they say about drugs?

just say no.

[Caitlin]

Burrrista and Davestoo-- about the kids drinks-- we have a customer with several small children who comes in and orders vanilla cremes, caramel ciders, caramel steamers etc for them. The computer, of course, won't let us ring these up as the kids price, and she DID get so fed up that she called corporate.

Corporate told her (and us) to ring as [KIDS] [MILK] for the steamers and [KIDS] [BULK JUICE] for the caramel cider, so it will always come out to the stated menu price of 1.05.

so that's what I know. :)

Microwaves are for Partner use only. It would be a food safety violation to use it for a Customer. They are not provided by Starbucks, if your store has one then it was bought by the partners.

[chi-town's best/angriest barista]

is it bad that i feel like making all drinks for kids lite/non-fat (still wih whip tho, since i don't want them screaming on me) because i feel guilty giving them unhealthy things?

[Taylor]

If there is any message that I would love to give to every customer out there, it would be the following: We have strict beverage ringing policies. If you ever have a question about what you will be charged, do not be afraid to ask the cashier prior to ordering your drink. Most can articulately describe how they will ring you up. Following that train of thought, if you get a "break" on prices at your regular store and then visit another store, you are in no place to argue down the correct price to your discounted price. I wish I could tell every customer who has tried pulling this line on me the following, "Our prices are on the board. They are standard. Instead of coming in here assuming the higher price is wrong, consider the lower price a gesture of appreciation from your regular store."

I do not understand why the exception becomes the rule in this situation. Your "discount" IS THE EXCEPTION. So when I charge you for an iced venti soy latte while your regular store thinks it's okay to charge you a triple espresso add soy, when you demand 4 inches of soy, abstain from beligerantly scolding me and instead thank them profusely the next time you visit their store.

If there is a major discrepency, ask both stores how they are ringing you up and figure out where the difference lies. Hold a mature, calm, understanding conversation with the partners. If you are kind and friendly about it, we will be too. If you are argumentative and accusatory, you won't get anywhere.

Finne.

[BOSTON STARBUCKS REBEL]

The Just Say Yes policy was written in good faith that the store partners would understand the spirit being it being written so that Starbucks could be known for legendary service.

[KLA]

Has anyone had a customer who asks for a "Kid's Vanilla Latte" for themselves and then get angry that it is rung up as a short van latte, steamed at a kid's temp?

If you are obviously not a child, you don't get the child's price. Period. Also, espresso beverages and Frappuccinos are not on the kid's menu. If that really bothers you, let corporate know. But give baristas a break.

And the partner beverage is for the partner only as a thank you for working your shift... this is why you're not supposed to give it to your mom. If she wants the free drink, she should fill out an application.

No need to be so rude, while I agree that it is for the barista, there is no rule that says they HAVE to drink it in the store, if she/he wants to take their drink home, they can. When they get home they can give that drink to anyone.You sound like you would make an awesome DMV employee

[sbuxnewbie]

When I suggest a new drink to a customer, I will ALWAYS tell them "Give it a try. If you don't like it, I'll make you something else, and keep going until we find something that you like."

I think I've had to make a different drink once, and that customer has been a regular since, and always is pleasant, friendly, tips well, wipes up spills at the condiment bar if she sees them before we get over there, and I've watched her filling the napkin dispenser after a rush!

Whenever I've tried to give her one "on the house" (surprise and delight, and use the 'right now recovery' key, per my DM), she has politely declined, and always says "Maybe next time."

For some reason, her drink always seems to be ready when she gets to the counter, too, if we see her walk in.

[Fred]

I like "just say yes" but I assume it would make more sense to have a "try to say yes" rule in place instead. You don't need to knowingly get exploited because of such a policy. But if somebody really, really, forgot to say "decaf" once and you want to be nice, for heaven's sake make them a new one. They'll be happy, and you earned a smile.

But if somebody wants extraordinary stuff for free (or even repeatedly tries to rip you off), that's way out of the lines of a "be nice to the customer" policy, if you ask me.

[Lou Sussler]

What you haven't examined is what your JSY policy as applied to scammers does to other customers. I won't go into one store any more even though it's the second (or third) closest and I walk by it a couple times a week due to 2 minor incidents.

First, the man ahead of me on line was clearly scamming the barrista, was rude, was overbearing, asked for things he hadn't ordered and got her flustered. She accommodated him even though he hadn't paid for the things she did to his drink. She made my drink, put it on the counter behind her and walked away as another barrista took her place.

I tried to point out to him that it was my drink sitting there but he ignored me as he started to prepare the next one. I interrupted him again and said "I think that's my drink over on the counter" He replied, "NO it's not" as he made the next 2 drinks. I'm not getting somewhat agitated when the first barrista returned. I asked her if that was my drink. "sorry" she said as she handed it to me. No coupon, no freebie, not even a sincere apology and I was treated rudely.

The next time I was in that store was quite a while later. It was 9:10 am and the line was long. When I was about 3 people from the front, the woman behind me on line called out to the cashier person, "Hey, I'm really late this morning" (As if we all weren't) The cashier stopped what they were doing, made a drip, grabbed some kind of pastry, handed it to her and she walked away without paying or anything. The woman on line behind her moved up and commented to me "I guess it's who you know"

I emailed Starbucks about that one. They responded with an email that I should call them and refer to a number. I did and had to repeat the entire story even though I had set it forth in writing to begin with. "Okay, we'll look into it" No apology, no thank you, no coupon, no nothing. I'm wondering why I bothered saying anything to begin with.

So I don't go there any more. It's somewhat of a heavy tourist location but plenty of business people too.

Neither of these occurrences would have happened, I think, if your staff wasn't hamstrung by this Just Say Yes rule.

And I'll point out again that I usually don't feel entitled to anything but on the couple of occasions that I did feel that way I have never received a discount, a freebie, a coupon for anything despite being a 3 to 5 visit a week customer.

[atownsbuxrules]

Lou, I'm sorry for your bad experience. Come into my store in IL, we appreciate people like you who just want their coffee without attitude or trouble. The JSY policy clearly agitated the baristas you described, but it was unfair of them to treat you rudely as a result.
I think you should have gotten a free drink coupon, made specifically for situations such as yours. Your experience should always be a positive one, two negative ones is unacceptable, especially when we are known for our legendary service. It's a shame.

[ex-shift]

I refuse to JSY to people who bring their DOGS into the store. A shift from another store told me that a pooped in their store. Yuck

Ha ha. If you're a jerk you'll get decaf (or regular, if you asked for decaf). The small joys of being a vindictive barista, and I love it!

[C]

I may or may not be a jerk as a customer but to think it is funny to give regular coffee when some asks for decaf is disgusting. There are those who have health issues who can not drink regular coffee. There may be serious health problems to this "funny thing you do". It would be the same thing as giving a jerk customer sugared syrup when the ask for sugar free, and they are diabetic. It is not funny. If you were in my store and found out you were doing this, I would boot your ass out that day.

[Sheik]

What is everyone's opinion on customers who ask for no lid on their beverage?

I say to them: "If you were me, would *you* want to clean up 20 ounces of spilled coffee when a simple lid could have prevented the accident?"

And the response is always, "Point Taken," as I hand them their beverage with a lid on top and smile on my face.

It is the law in the US to put lids in Canada in is against law...go figure.

[Mr.Dazzle]

Taking free drinks home to your friends/family/strangers/dog is abusing your free drink privilege. Yes, there is no way to tell where a partner beverage goes when it walks out the door - and doing so would be micro-managing - but if a partner is consistently taking home two or three drinks after every shift, it becomes a serious problem. This is the same as having a friend coming into the store and comping their drink. I don't know about your districts, but around here, you'll be fired on the spot if you're seen doing this. Don't abuse your privileges as a barista.

[BOSTON STARBUCKS REBEL]

The policy at Starbucks is that we are not allowed to give out free drinks to family and friends. It doesn't say anything about giving them to strangers! Then again, I never mind putting out for strangers!

[nybaristar]

I never said anything about two or three drinks.. I just think that if I take home a drink once and a while for my mom/friend/dog/stranger, it shouldn't matter because that drink would be walking out the door anyway, regardless of whether I am the one drinking it or if it is the hobo on the corner drinking it. The product is being used, my partner numbers are being used to mark it out, and that should be the extent of involvement the store has. What about the pound of coffee/box of tea/etc partner markout products we get every week? Don't tell me EVERYONE uses a pound of coffee a week or just hoardes it all and has 20 pounds sitting in their kitchen. Maybe I'm the weird one, but I don't use a pound of coffee a week. So, I will frequently give my markout to people. I don't see a problem with this and I don't think I'm "abusing a privilege" either, I think I'm just sharing the perks of my job.
Think of it this way. How would you feel if your son or daughter worked at starbucks and you called them and asked if they could please bring home a cup of coffee or a frappaccino, and they said no? I'm not talking about ten drinks after every shift, I'm talking about one everyone once and a while. I almost never take partner bevs anyway..

[chi-town's best/angriest barista]

i saved all my weekly markouts (minus 2) from the summer/fall and gave the coffee to my family as christmas presents. i feel like this company (or just my store, perhaps?) owns my sould, so i'm going to get as much out of it as i can.

[SarcasticBarista]

I feel like the 'Just say yes' policy is taken advantage of. Its ridicolous how many times a week we give out free drinks because someone said that "my local store did it for me" well the thing is your local store deals with u. Not us, they see u everyday and does not mind giving u things for free. I also hate when someone orders and then comes over 2 the bar and say " can i get caramel sauce on my white mocha" or " can i get an extra shot" NO!!! thats an extra charge. do not come to me and ask 4 extras so that u wont have to pay for it. there was this one time when this guy bought a couple of starbux cards and some merchandise that total 2 a little over 200 dollars, he also ordered drinks that were about 4 dollars and when i charged him 4 everything he yelled at me 4 charging him 4 the drinks... im like sir u do not have 2 scream @ me. the shift just gave him service recovery coupons i was like thats so dumb

[Connie]

About the kids vanilla creme, you can charge her for a short vanilla creme- at least you can here in Minnesota.

I hope you're kidding about the blood on your face and hands, otherwise that's not only vile, but also a major health risk to your customers and partners.

The policy regarding extra hot milk is that we're alloweed to steam up to 200, just let the custome know that after 180, the milk gets scalded and sour tasting. Here we are disallowed by health code to use our microwave for customers.

I love this site, and you guys rock!

[Connie]

Seriously, we can NEVER "caf" the snotty decaf customers! We can "decaf" a drink for a snotty customer who orders regular espresso if that's your idea of creating positivity and good karma, but we could totally put someone's health at risk if we give them regular and they asked for decaf.

[equal among equals]

Per coffee markouts and offering your partner beverage to a relative/friend etc:
I always considered this a good way to get people in the store, to try something new, and to possibly become a longstanding starbucks customer. Particularly with the coffee markouts, i was always told that it was encouraged to give markouts to friends and family as a way to help them learn the various roasts. I found one friend who actually drinks almost a pound of coffee a week, so now when she doesn't get my markout she buys a pound of starbucks coffee and knows the difference between the roasts - what better example of PR and brand loyalty? Though I think comping drinks should stay to a minimum, it's a great way to thank regulars, or keep new customers coming back. I'll try to get my regular drip coffee drinkers to try something new and more exciting (read: expensive) and provide it "on the house" if i know this is a bold adventure for them. Most the time they become hooked on the new drink, and instead of spending 1.69 on a tall coffee spend 3-4 dollars on bar drinks. This is particularly useful if you're rebrewing when a regular coffee drinker comes in - instead of just offering an American as an alternative, offer a Latte, charge the price for whatever size coffee they wanted, then ensure they liked their drink once they've tried it. What better way to gain a lifetime customer? If 3 dollars in cost now gains the company 3 dollars 5 days a week for 2 years - what a great investment.

[Dima K]

LSManager

When was the last time you have opened a beverage manual?

[BOSTON STARBUCKS REBEL]

I "Just Say Yes" when customers want my number or ask what I'm doing later.

[Carrie]

I've been an *$s addict for over 10 years. I've been drinking the same exact same thing everyday for those 10 years. I know when it tastes "light" not enough shots, and when it tastes "burnt", this happens maybe twice a year. Is it wrong for me to ask for it to be remade? I don't want it free, I don't ask for a coupon for another one, I just want this one to taste like the others.

[B&N Barista]

One of my favorite stories:
I was working as a shift at a store in Indiana. A call came in from a disgruntled customer, claiming that she had ordered a soy latte of sorts, but that after drinking some of it, she became ill. This, she felt, was an indication that it was not made with soy after all.
She then went on to say that she put the beverage in the fridge, heated it up the next morning, and again became ill after drinking it.
Well, following the policy of "just say yes," I took her name, and informed the baristas to give her a free beverage on her next visit, and to be vigilant that it was soy.
But, seriously...how do you not know it's NOT SOY? I assumed she was either lying or stupid, and in either case, not worth arguing with.
Besides, I still laugh about it to this day.

[LSManager]

To DIMA K:
Actually, just yesterday as I was showing one of my newer trainees the recipe for an iced CM. To which of my statements would you like to actually direct this at? I believe I already corrected myself on codes, where I meant register coes(PLUs) and not cup marking codes.
I actually read the manual provided to us - before I became manager, my LS didn't offer decaf frappucino, simply because our previous two managers never took the initiative to find out how (though yes, the answer is rather obvious). And I also will be frequenting the manual next week, when I begin IST for two new employees.

To CARRIE: Nope, that's totally within your rights. You pay for a drink, and that should be the way it's made - it could be an honest mistake that the barista didn't catch. I've fixed drinks that customers have brought in from other stores - the worst being a Caramel Apple Cider with espresso shots mistakenly added in. Personally, I wouldn't be offended if a regular asked for their drink to be remade - you, the consumer, clearly know enough about your drink to know when it's made right :)

[Brian]

In regards to the comments about not being able to give your free drinks away:

Are you serious? Does your manual ACTUALLY say that?

[I KNOW, RIGHT?]

Carrie, definitely ask for it to be remade. If you're polite and honest, most baristas would be more than willing to remake it. We'd like your drink to be right just as much as you do!

As far as microwaving, I think everyone that's mentioned it is a B&N barista, maybe the rules are different? I thought health code was across the board, but maybe not?

[BNBARISTA]

I work at BN and I treat the 200 degree drink the way my manager (who's serve safed, so I assume she knows what she's talking about in regards to health code) directed me to. Our manual says to never steam milk above 170, and to use a separate pitcher for extra hot drinks (which are to 170, since we can't go higher than that). There's some stuff we do that's really different, so it could be just a difference between Starbucks and BN, I'm not sure though.

[BaristaB]

"Just say yes" is a tool we at Starbucks use to establish confidence in our customers. they know to expect that if their drink is made incorrectly that it is our policy to make it again, to standard, for free.

People do abuse this policy and sadly it is very often. Which makes a great idea seem pretty bogus. But to the faithful few who use it when warranted I thank you.

As for times to say no, it should only be when there is a reasonable reason for doing so. If a customers asks me for no lid on their venti drip I politely inform them that is for their protection and ours. if it is to allow for extra whip cream I do the same but offer a short cup of whip on the side. And if asked to give my discount or partner beverage for free I inform them that I can't because those types of things are strictly controlled and reflect on me as a partner.

And if its a new customer i firmly believe in telling them if they do not like it return it for a new drink. As Starbucks we are committed to giving the customer exactly what they want, all of the time. They shouldn't be forced to finish a drink they do not enjoy, that is bad practice.

when in doubt use the guiding principles they are key to our decision making.

[BOSTON STARBUCKS REBEL]

Also, I think it is important to look at how the policies of Starbucks are in conflict with the original spirit which they were written in. I think that some people forget that working towards a solution such as reducing variance to 0% is not fully possible because such as the "Just Say Yes" policy will create situations where we have to remake people's drinks and therefore causing a "variance" and then also there will be the probability of the barista handing a "service recovery coupon" to the customer. However, the variance generated there might be offset because the customer keeps on returning and probably brings friends along.
It is my strong opinion that some of Starbucks middle management sets unrealistic expectations for store managers because for one thing many of them have never had to manage a store and therefore are not aware of the operational difficulties presented in the store.

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

[Emma Z.]

What's really funny about that fake coupon statement was that I had a Japanese couple last summer do the same thing. =/

[Barstar]

"Blending Soy – Not a good idea, but we do have the JSY. Some people are allergic & soy is not a listed frappuccino ingredient. If you do so, you must sanitize before you can use the pitcher again."
I understand the just say yes, but every store i've worked at, and this has been backed by my DM and the other DM's in the area, will not blend it for you. The same goes for lactaid(not lactose, I know that CBB is made with milk thanks), because of allergies, not to mention the added time to sanitize the pitcher before, then sanitize it after.

[IMHO]

Yes, I'm sure I'd be a fantastic DMV employee cause if I can put up 20 blended drinks in under 5 minutes, I'd make sure your wait times to renew your licence would be non-existant too... thanks for judging and jumping to conclusions but then again, you're entitled to it.

I never said you had to consume it in the store and of course you're *physically able* to give it away... rather the drink is *intended* for you and you alone.

Your partner beverage/markout/discount is a TAXABLE benefit... yes, Uncle Sam gets his share from you even though you're not "paying" for that product at the POS when you get it. That's why it's all rung through and validated against your partner number... so they know who to TAX.

If you're not drinking the drink, or needing the beans, why would you pay the feds to "spread the good word"?? Starbucks doesn't need you to advertise for them.

LSManager: Add Whip does have a SKU and it rings up as nc (no charge) though I think you're right about Splenda

And about the whole "Kids" drink thing... I sent in a mission review about this as way back in the day the 3 kids drinks were actually printed on the menu boards (apple juice, white milk, and cocoa) instead of leaving it up to interpretation.

The response was that anything else would be considered a "premium drink" which is why the price isn't the $1 the other three are. You can definitely ring in a "kids" + "Caramel Apple Cider" or a "kids" + "white hot chocolate" but both of these come up much more than the $1.

Of course the reply ended with "but Just Say Yes..."

[Diana the OTHER BN Barista]

I KNOW, RIGHT? - "As far as microwaving, I think everyone that's mentioned it is a B&N barista, maybe the rules are different? I thought health code was across the board, but maybe not?"

I have never done this or heard of a B&N cafe allowing this to happen and I have worked at 2 consistently and filled in at 3 others. I personally have my Serve Safe certification and according to NJ and PA Serve Safe that is a BIG no no. As for how I was trained, the manager I was hired under is a former Partner and she runs her cafe like a Starbucks through and through. I will do the same when I get my own cafe.

[NewShift]

Hmm. Sometimes you've just got to say no to people, but I hate to discourage people from confronting us about honest mistakes. Here's the thing: if you're nice, you'll probably get what you want. If I messed up, or if you really did forget to tell me something and feel bad about it, it's fine. I don't want you to leave with someone you're not going to enjoy. I want you to tell me if something's wrong, because I want to have made your day better.

"If you're not drinking the drink, or needing the beans, why would you pay the feds to "spread the good word"?? Starbucks doesn't need you to advertise for them."

No they don't need you to advertise but they do want you to take advantage of your markout. In my shift training I noticed a small section devoted to encouraging fellow partners to get their markout.

[Taylor]

I work in an office building (devoid of kids) and have a regular who orders a kids hot chocolate, extra hot. She comes in with others, so she never checks the tab. She pays for a short.

I do think I mentioned to her once recently that it is a short (her friend wanted one too and was asking what it was called, I think). I told them simply that we do not do kids drinks at our store due to our demographic. In the beginning, I really wanted to steam it to 130 and when faced with explaining, tell her that is why it is a kids drink and the temp is part of it, if she wants it hotter she can pay the extra 80 cents. Fortunately for her I never felt angry enough to do so.

[sbuxnewbie]

LSManager:

On the Modify screen, there is a button for Splenda, just as we have them for honey, sugar, raw sugar, equal, sweet and low. 1/2 decaf, 1/3 decaf, 2/3 decaf, light , extra hot, and many others.

Our DM told us that using all of the modifiers actually adds to our labor, so we try to use them on everything.

Plus, if and when the label printers ever work right, it will help on that side.

[Darleen]

Ha ha. If you're a jerk you'll get decaf (or regular, if you asked for decaf). The small joys of being a vindictive barista, and I love it!

This is the prime example of partners that should no longer be with our company. When it gets this bad that you are willing to risk people's health, you shouldn't let the door hit you in the ass on the way out. I also think its funny that partners like this hide under anonymous names, no way to take the heat for their stupid remarks. So anonymous, let me just say in my opinion "You suck" as a barista and really should start looking for a different job pronto. Think about this, while being "vindictive" as you so put it, maybe you could've given a customer with a heart problem a few less years due to your childish vindictive caffeine switching. What an ass.