OPEN THREAD conversation-starter: What drive-thru etiquette tips are missing in this Starbucks employee's essay?

Discuss "Six Starbucks Drive-Thru Etiquette Tips" or anything else Starbucks/coffee-related in the weekend OPEN THREAD. (Read the essay at AssociatedContent.com)

Comments

Can I ask why partners are so fanatical about a company that seems to bent on screwing over its employees for a profit?

I mean, I have read, in just the last five or so posts, about such low-hour work schedules (not only taking cash, but insurance, too), such high bonuses for its executives even though the company's stock is down so far and the general feeling that Starbucks only cares about profit.

Yet, the partners stand up wholly for Starbucks.

It seems so two-faced... you all complain, but then stand up for the company. I don't get it.

I can't tell who is less intelligent, honestly. The company for milking every dime out of its employees or the employees for putting up with it. It's very Wal-mart or McDonalds at this point.

Just a thought...

[fuwalda]

As partners, we are reasonably well paid, treated well, and get great benefits. I have worked with a few people who have complained about how they aren't getting enough hours to keep their benefits, but ALL of those partners have ridiculously limited availability that keeps managers from giving them what they'd want.

It's a good company to work for. The key word there is WORK. Somebody just want to stand around and do nothing and expect to get health insurance. You'll get what you put into this job.

[anon1]

how does a sbux employee access the Portal from home?

[embean]

you don't.

For me it's definitely a bi polar thing. One minute I hate going to work but, if someone says something bad about Sbux I'm usually on the defensive.

I dunno. It's like an abusive boyfriend situation I guess.

Entirely unhealthy.

[Burgh Barista]

Three addition rules I would like to add:

1) Don't yell "HELLO??!!" at the intercom as soon as you pull up. This is just plain rude. Practically everyone I know answers drive-thru calls within 5 seconds, so you've already pissed us off by believing that your hectic schedule can't spare that kind of time.

2) Conversely, acknowledge the employee on the other end when you pull up, even if it's just by politely saying, "One moment, please." (Please don't yell this at us in a condescending tone, either!) If you don't say anything and make your decision in absolute silence, I assume you can't hear me and will continue to ask, "HI! HOW CAN I HELP YOU?" louder and louder. Then you'll probably snap back with a rude, "I'M STILL THINKING!!" We're both pissed off at each other, and now you're getting decaf.

3) If you can't, for whatever reason, roll down your window to order at the drive-thru, please come inside! People who have to open their doors, lean out of the car and yell their orders at the intercom look like crazy people.

How do YOUR customers mistreat, demean, and dehumanize you?

[RD]

If you're at a Starbucks that has a pedestrian crosswalk because it is attached to a shopping center, don't block the crosswalk.

[Kittymoose]

I'm oh so glad I don't work at a drive-thru store. I've filled in at a couple and I absolutely hate it.

[Steffan]

Drive thru can be so fun at times.

Anon (with first post) I recommend you go out and pick us a copy of "Its not about the coffee" by Howard Behar. I am a current partner and the book really describes why we're all here at Starbucks. We have passion, we want a workplace that is progressive and allows independent thought (channeled professionally) and it's the first place where I can come in and wear the same hat as at home, with my family, or with my friends. I get to be who I am. That's definitely why a lot of us are here.

[Sarah]

a rule for the baristas that work in a drive through heavy store:
don't ignore the customers that AREN'T driving through!! I walked into a bucks one day and waited almost 10 minutes for a drip coffee. no, they weren't busy inside, two people were on drive through duty and the one other guy behind the counter was talking to the girl at the bar. there was one customer ahead of me in line. it took me heading to the door in order for the barista to ask me if I needed a drink made. rediculous.

Sorry I didn't drive up, but if you're only interested in Car Customers, lock your doors and put up a sign or something.

[Danny in Sandy Eggo]

Put out the frigging cigarette before you get to the window. Neither my customers nor I want to breathe that crap.

Same goes for Pot.

my biggest pet peeve: When their window is broken/frozen shut and they open the door to order/pay/grab drink. Save your exhaust and come inside. :P

[Drive Thru Darling]

My suggestions... If you're ordering something like, I dunno, a whole french press of coffee for your car, PLEASE come inside. With the prep and brewing time involved, you've now pushed the cars behind you into the 8+ minute wait times, which is not acceptable.

Also, get off your damn cell phone. If you know you're going to go through the drive-thru, don't answer it! We're doing our best to provide you with a positive experience, which just gets hard if you keep putting us on hold and ignoring us. We try not to do it to you, please don't do it to us. And don't act like a martyr when we ask you what you'd like. If you're not a regular, we probably don't know your drink. We're baristas. Not psychics.

[Rachel]

I just wanted to say thank you to all the people who work early mornings at drive-thru Starbucks'. I work early mornings in the drive-up at a bank, and getting my nice hot Triple Grande Non-fat Latte delivered to my car window with a friendly smiling face made my 6 a.m. infinitely more tolerable today. Thank you so much to all of you! I sympathize with you, trust me.

"my biggest pet peeve: When their window is broken/frozen shut and they open the door to order/pay/grab drink. Save your exhaust and come inside. :P"

Really? So my order (and money) isn't welcome at the drive-thru if I have to open my door to get my drink?

Wow. You know, if I had to buy a new car to avoid inconveniencing you, I'd have no money for a frapp. Not all of us are making $100k plus!

[Sheik]

I really wish Starbucks would change the name from Frappuccino to Frapp due to the fact that there is much name confusion between Cappuccino and Frappuccino.

[JJ]

If your window is broken and won't roll down then park your car and come inside. It hurts my back to have to reach, awkwardly, to hand you your drink at an angle because you came through the drive-thru.
Also, get off the cell phone. Don't hand me your trash for me to throw away unless you want me to hand you some of mine, dont set your money on the counter and have to blow away and then look at me like it's my fault. Oh, and my biggest peave--dont order a bunch of drinks and breakfast sandwiches AFTER you get to the window.

The broken/frozen window is not such a big deal to me, as long as you don't act like a moron and realize it might be a little more difficult to hand you your order. I've gotten the stink eye more than a couple of times because customers nearly spilled their drinks on themselves.

"The broken/frozen window is not such a big deal to me, as long as you don't act like a moron and realize it might be a little more difficult to hand you your order. I've gotten the stink eye more than a couple of times because customers nearly spilled their drinks on themselves"

I actually try to get as close as possible to the window, and make it as easy as possible for the worker.

I don't hand anyone my trash, I'm not on my cell phone, and I don't order after I've already rolled up. I usually do go inside, but there are times that it's more time-saving to roll thru the drive-thru.

You know, Sonic has some java chillers that are actually pretty decent. They don't complain about me opening my door, and the drink is about $3.00 cheaper. Maybe I'll just start going there instead. That way, no one gets inconvenienced.

Dude, I don't know why you quoted me, I have no problem with people opening their door.

[Back to the Lab again]

Get a Clue:

1. Never ever EVER think it is an option to intentionally mess up a customer's drink order for punitive or retaliatory reasons. Both from an ethics standpoint and a legal standpoint this is a no no. (It's all good to 'accidentally put x' or 'not put y' in the drink until the day you find out that the 'presence of 'x' or the absence of 'y' causes customer z to [Insert Bad Thing Here, e.g. die / vomit / miscarry]. If you're an employee anywhere and you think that you have a 'right' or a 'justification' to intentionally screw things up in response to a customer's behavior, you need to step away from the job and get some perspective.

2. Small talk / polite exchanges: Stop Expecting Them or Thinking that they are deserved. There is a reason people are at the drive-thru. It is not because they want to talk about how nice a day it is outside, or how they're feeling. They are in a rush. They'd like a drink. Ask them what you can get for them, and listen when they reply. PLEASE NOTE: I AM NOT SUGGESTING THAT LACK OF TIME IS A JUSTIFICATION FOR RUDENESS ON THE PART OF THE CUSTOMER. IT IS NOT. Customer's can / should say thank you. But drop the expectations of forced socialization. You are a business, not a country club / golf course / dinner party / neighborhood barber shop.

3. Stop force selling me things. Please. Just stop. If I want it, I'll ask for it. Again, maybe there's a different set of factors in-store, but in a drive-thru context, when people are in a hurry, cut the promotion crap. (And, by doing that, you'll have extra time to do the verification)

Good Points:

* Verification is fine. It takes a second and it can make a huge difference in process flow - more than what would be saved by not doing it. However, don't all sbcuks have electronic screens now? That, plus a decent communication system (so that we can actually hear you) should do most of the job of a verbal verification.
* People should know how to place orders - shouting five at a time just doesn't work.
* ... playing in the drive-thru? Dangerous. But why put up with it? Ask them to leave. If they don't, call the cops.

Just want to reiterate:

My disgust for people who take it upon themselves to 'get back' at customers in the manner intimated several times in the article. Why do you think this is acceptable. Likely, it's only because you realize you're not (most of the time) going to get called on it, because you can obscure things in food. Not cool. Think of this being done to you in other contexts, if you act bitchy: haircut. medical examination. psych session. investment advice. Heck, even a restaurant.

[SoCalSnowBunny]

Please stop the complaining! We are to satisfy our customers, not the other way around!

To my loyal customers: you can have a broken window, order whatever you desire, and you have the right to be treated courteously and professionally.

Know that this site is where some come to rant and rave, and I'd rather it here than to our customers, but some of the posts are incredibly narcissitic!

We are in the human service business!

[Lady in the store]

I'm responding to Sarah above. I have had the same thing happen - I go in because the DT line is long. It never fails, I am completely ignored on the inside until the line dies down. I wish I could say what store - but thats mean....but I am in the northern suburbs of the Chicago area.

Hello - but how do you all find it OK to ignore the person who is standing there looking at you? Did you want me to browse the store?

[Just a Customer]

WOW.

Sometimes the arrogance of baristas astounds me.
Top two arrogant statement read so far on this board.
#1. your attitude as customer somehow justifies getting an intentionally screwed up drink.
#2. you think customers order extra shots to impress you. HILARIOUS! Do you really think we care what you think about our beverage choice?

In regards to opening the door in case of broken/frozen window. . . I myself have never done it. However, the store that I frequent almost daily has the MOST whacked out parking lot in the history of ANY DT store. Simply put, if the DT line is full you CANNOT back out of the parking space or even get into the lot to pull in. Doesn't leave customers with a lot of choice.

* We are required to suggestive sell the promotional drink and a pastry. If we don't, we can get written up. We know it's annoying but we're required to do it.
* Making conversation is a huge part of the Starbucks atmosphere- we want to make customers feel welcome, even if it's in the drive-thru.
* Even though my store has electronic screens and everyone verifies at the box and at the window, it's amazing how many customers are surprised when they receive what they ordered.
* Sometimes when you think a DT barista is simply standing there, they are actually listening to someone order through the headset. This doesn't excuse the fact that you should be served quickly, but it might not be that barista's fault.
By and large, my customers are wonderful. My store has a lot of drive-thru "regulars" that are so terrific that we'll try to pass by the window and at least wave at them if we're not on DT. That being said, the occasional person would definitley benefit from reading up on drive-thru etiquette. It's definitley changed the way I roder in DT at other restaurants.

[baroosta]

I'm glad that when someone posts something about a generalized customer situation, someone always takes it as if they were the one being specifically targeted.

It's a job fellow baristas. Take it one day at a time. Come here and talk about it.

Customers: If you don't want to hear baristas talking about someone's crappy car window, don't come here!

Now, go to the drive thru and get your frappuccino.

[embean]

I'm convinced that people definitely make things up sometimes to sound pretentious. Eg. ordering a no-foam cappuccino and getting mad if I try to correct you.

[want to love again]

It's time to start appreciating the managers in the stores, Hellooooo who develops, motivates and pushes sales?!!!! It's our jobs to support our store partners but really where and how much do we get it in return?

The company keeps hiring externals instead of promoting strong internals, often CE managers, gives looooooowwww raises even if the manager is doing a great job, gives wage increases to hourly partners yet never does manager increases, tips don't touch managers hands even though they probably give the most legendary service to customers (what manager does not give their personal best when working)

Honestly, where is this companies direction? What happened to this legendary experience that used to be created for managers. I know this sounds selfish, but I put my heart into my store and my partners and just want a little more from the people I love.

Howard, where are your priorities, I am loosing faith. Please, prove me wrong.

[zipy]

Hum, you're required to suggest a pastry/promo drink? Woah, glad we aren't. We "try" to sell them, to make more money at our store, but theres no threat or requirement.

" such high bonuses for its executives. "

They didn't get any bonuses, hell, one got fired -- and Jim was a great guy.

Bring back Leadership conferences for the managers!! I know they inspired me as a manager to be my best each year.

[Vicki Verona]

I think the best way to drive it to customers who post on here regarding drive thru etiquette is letting you all know that from you end, you go through the drive-thru because of the expectation of convenience. However, that expectation is mutual. Do your part by realizing that in order to expect, you have to give that convenience. Work with the employees that are helping you. Understand that customers affect the Starbucks experience.

[Sarah]

Lady In the Store--in a north burb or on the north side of Chicago? Because this happened to me on the north side. Weird. Crazy if it's the same place.

[Allie]

So glad I do not work in a drive through store. But, uh, I've noticed that every single post on here turns into a barista-customer war. Guess what? Baristas are paid in part to give the customers legendary service. We're not being paid while we're on this website. Therefore we can rant all we want about the things customers do that annoy us. We don't HAVE to nor do we WANT to put on our plastered barista smile while we're on here. Maybe some of the things we complain about seem extremely trivial, but you've never stepped in our shoes and had the same moronic customers say and do the same moronic things 20+ times a shift and you had to act like it was perfectly alright.

Don't get me wrong. I love my job and I love the good majority of our customers. There are a few I would like to complain about. I can't do it at work so I do it here. GET OVER IT.

[Drive, He Said]

We don't have a drivethru nearby, so can somebody PLEASE explain how the headsets work? Are they wireless, and do the baristas all hear each other? If it's a slow day how are you alerted to a driveup customer? Do you wear a headset that someone else has just worn on his unwashed hair or do you get a clean and new headset of your own?

So.......Why have they now started using headsets in my regular sbux which is a walkin store?

[Lady in the store]

It's in a north burb. I had always been a customer who goes in, but having this happen time after time after time, I got frustrated and joined the DT line. Most days the woman working DT (often the same one) will just grab my card or cash thru the window, not saying a word to me.

I'm fine with that, although I'm very sociable and enjoy conversation, if she feels she can only provide legendary service by not speaking, I understand - I also don't know what's going on inside her headset.

The fact remains tho, that this is the ONLY SBux I have ever had this happen at.

[backtothelabagain]

"However, that expectation is mutual. Do your part by realizing that in order to expect, you have to give that convenience"

Where do you get this idea. Convenience is not reciprocal. This isn't a barter system. We are paying the company to receive convenient service. You are being paid by the company to deliver convenient service. This is one of the critical features of a "job" in the service sector. You provide a service in exchange for $; customers transfer their $ in exchange for a $. Prices factor in these characteristics.

It would be extremely different if we in another context - friendship, neighbor, barter exchange, favor, etc.

But this idea that customers have to 'give' something (besides $) to receive quick / good / polite / non-invasive service is just incorrect.

Again, don't take this as a proclamation that paying $ implies a privilege for customers to treat employees like sh#!. Not a chance. Decency and politeness are common social norms - I follow them, and I respect / expect others to do so as well. But that's it. (And if that's what you're referring to Vicki, then I agree)

But nothing else. Again: it's a freakin job. Do your job. Do it well. Or we do not $.

[email protected]

[Same guy as above]

I mean "in exchange for a product, not 'in exchange for a $'"

By the way (since this is an open thread I'll throw this out) love this blog and the discussion - but it can be an absolute productivity killer! ;)

[Vicki Verona]

I understand what you are saying. But this a topic of etiquette. What I am saying is that the DT experience at SBUX could be much better if customer's did their part in helping the process and making the experience better for partners and customers.

A lot of people who work in customer service oriented job often say that the thing they hate most about their job is "bad" customers. At Starbucks, our customers tell us via comment cards and customer voice surveys that all they want is their drink made right in a clean environment and want it done fast and with a smile.

Its a very valid expectation and all I am saying is that it can be more realistic if customer and partners work together. That means not ordering a coffee traveler in DT during our 8am rush and then getting upset with us when we tell you that it will take a few minutes and we ask that you park so that we can still serve the customers behind you.

A lot of customers dont realize we have a camera at our speaker box, so we can see what you are doing. Our customers need to realize that the speaker box at DT isn't bluetooth capable. So that means that you need to face in the direction of the speaker box when speaking into it. You cant be searching for your pack of gum and speaking into your crotch.

I could keep going, but all I am saying is that we can meet your expectation for quality, cleanliness, and speed if you learn the etiquette of being in a DT, whether its for SBUX or Burger King

Regarding the barista that said customers can do certain actions and then expect to get "decaf'ed"...

This is so wrong. I mean, seriously. You're PAID to provide a product that a customer asks and PAYS for. It's not up to you to decide that you were wronged in some way and then perform some sort of retaliatory action.

Starbucks' employees need to get with it. I hear lots of moaning by the staffs about the company falling faster than the ratings for the next new reality show networks are putting out, but it's only because of your collective actions...

Customers PAY and DESERVE quality service you you're PAID to GIVE that service, whether you like it or not.

It's that simple.

I mean, at this point, it's a know-your-place situation. Your place is to serve the customer. You aren't serving the customer by "decaf'ing" them. No way.

If this were the Victorian era, you'd be the servant class in the basement. It's that way from the minute you get on the clock to the minute you leave. You SERVE coffee to the CUSTOMER.

[ristretto caramel macchiato]

I just wanted to add one thing - if you get to the drive thru window and realize that you have the wrong drink, please don't yell at your barista who handed it to you - quite frequently, there is one barista who took your order and another one who is taking your money. It is almost always a completel accident and it will generally only take us a minute to fix it for you. We're sorry.

I only think of this because it happened on my second to last day at the Bucks. I handed my customer her nonfat HC and she said that it wasn't what she ordered, but she wouldn't tell me what she ordered because she was in a hurry to get to class and drove off. It was just kind of frustrating knowing that we could have fixed it in a minute but she wouldn't even give me the chance.

[ristretto caramel macchiato]

And the whole decafing thing sounds like a lot of bark and no bite. We may joke around about it, but I've never seen anybody actually do it. Give us a little credit, please.

[Vicki Verona]

I fired a partner for decafing. It actually happens a lot more than you think. Could be a California thing. It happened when I was a barista as well.

"Howard, where are your priorities, I am loosing faith. Please, prove me wrong."

I'm sorry, but it irritates the hell out of me when people cannot even spell and use lose' vs. loose, their, they're, and there, etc correctly. I feel like if you are being paid to be a manager you should at least know basic rules about English usage. If you are a store manager, you should really know these things.

And P.S. I'm a barista.

[sfbuxmgr]

I'm with ristretto CM,
I've never known anybody to "decaf" anybody else as a retaliation. Maybe I'm lucky in that we've got a great store with even greater customers and rude customers a far and few between. Then again, I'm also a store manager and I'm pretty sure if any of my baristas were to decaf somebody, they'd make sure I wouldn't find out. So who knows for sure how often it happens, but I'd like to think that it never happens in my store.

[lilith]

"We are required to suggestive sell the promotional drink and a pastry. If we don't, we can get written up. We know it's annoying but we're required to do it."

What store requires this and writes you up if you don't?? My god. That sounds excessive. Why can't you connect/discover/respond for each customer instead of being robotic and scripted?

i love working DT, my only complaint is customers turning off/restarting their engines at the DT. It is the most horribe - annoying sound EVER, especially amplified through a ear-piece speaker at 5:30 a.m.

[cheerio]

can anyone recommend any good tea-based drinks, short of teabag-in-hot-water or ice tea? especially herbal teas, since i can't really handle a lot of caffeine? is such a thing possible, or is the blank stare i get from baristas justified?

[ristretto caramel macciato]

If you have a diesel engine, for the love of my ears, PLEASE turn it off!

[barista jack]

PLEASE HANG UP THE CELL PHONE IT IS AGAINST THE LAW, PLAIN AND SIMPLE TO DRIVE WHILE TALKING ON THE PHONE, THIS HAS NOTHING TO DO WITH $ FOR SERVICE THIS IS THE LAW AND BASIC MANNERS, SHOW THE COMMON RESPECT FOR US THAT YOU WOULD HOPE WE GIVE. I CERTAINLY WOULD NOT TALK ON THE PHONE TAKING YOUR ORDER TO MAKE USRE YOUR DRINK IS MADE CORRECTLY, PLEASE DO THE SAME THING, AND WHEN YOU GET ANGRY ABOUT SOMEONE INFRONT HOLDING UP THE LINE, BLAME THEM NO US, WE HAVE NO CONTROL OVER WHAT HAPPENS AT THE WINDOW, WE ARE TOLD TO SAY JUST SAY YES, BTW IF ANY OF OUR CUSTOMERS ARE NOT SERVED IN 3 MINUTES OR LESS, WE "DO" GET INTO TROUBLE. REMEMBER THAT WHEN YOU CALL FROM YOUR CAR HOME, TO SEE WHO WANTS DRINKS IT DELAYS THE WHOLE LINE..