Howard Schultz: "I will lead us back to the place where we belong"

Here are more passages from Starbucks CEO Howard Schultz's "What I Know to be True" memo:
* "There will be cynics and critics along the way, all of whom will have an opinion and a point of view. This is not about them or our competitors, although we must humbly respect the changing landscape and the many choices facing every consumer."
* "We are not going to embrace the status quo. Instead, we will be curious, bold and innovative in our actions and, in doing so, we will exceed the expectation of our customers."
* "We are not in the coffee business serving people. We are in the people business serving coffee." (Read the Seattle Post-Intelligencer story)

Comments

[imabarista]

Every partner should do two markouts in one week.

That would boost 'sales' incredibly.

[odd]

i find it odd that these memos keep "leaking". perhaps he should stick to voicemails and not put them in writing. obviously someone is enjoying being the leak. it's in the seattle newspaper today.

[John]

This wasn't really leaked as it is posted on the Starbucks website

http://www.starbucks.com/aboutus/pressdesc.asp?id=825

ODD: these aren't leaks. This last one was an open e-mail to all Partners.

[BOSTON STARBUCKS REBEL]

I also read in another email that stated that we are no longer to use shot glasses.

[jsmorley]

No, we ARE to use shot glasses, no longer to ever pour directly into the cup.

Anyone care to say for sure, beyond any shadow of a doubt whether we are using shot glasses or not????

It seems weird to me that Howard would do a 180 on this-when I was trained we were taught to always pull into the cup whenever possible in order to preserve the creama...
Anyone???

[BOSTON STARBUCKS REBEL]

Sorry, thats what I meant. We are to use SHOT GLASSES all the time.

[Joe]

bad boston. you get decaf!

[Legendary or Bust]

Any more clarity on this? Shot glasses only? Even in DT? at 7:45 am?

[BOSTON STARBUCKS REBEL]

We were discussing in the store, why there wasn't an action item written instead. We got a voice-mail from Uncle Howie. I think this might be one of the things he was talking about, the bureaucracy of Starbucks. Its not that we don't appreciate all the partners who sit in cubicles at SSC. However, if Howard had wanted something changed through normal channels. He would've had to write out maybe an action plan. Then, had it approved by the Beverage Department, reviewed by the Retail Store Communications department, had marketing done at some stores, had the results analyzed, and then, finally sent out an action item. This might have taken a good 18 months. However, Uncle Howie cut right through all those layers and stated, what he believed needed to be done.
However, now that question remains whether or not is Uncle Howie right? The Beverage Resource Manual states that we can use either shot glasses or pour directly into the cup.
Is Uncle Howie like the Pope of Starbucks who can make infallible decisions?

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

[sfbuxmgr]

I'm all for using shot glasses. I already used them a lot anyway, but no where near 100%... more like 60% of the time. It was a challenge yesterday for me to use them 100% of the time.. i just kept forgetting, but eventually I'll adjust and get used to doing it way for every drink.
It makes so much more sense. There will be fewer drinks served with expired shots if everybody used the shot glasses. And it all but eliminates the embarrassing possibility of somebody making a drink without espresso by accident because they assumed the machine pulled and didn't check the cup before filling it.

[BOSTON STARBUCKS REBEL]

The Pope by the way exercises ordinary, immediate and universal authority over all Catholics in the world, in virtue of being the bishop of Rome and the successor of Peter.

[BOSTON STARBUCKS REBEL]

The Petrine office is one that presides in charity and therefore maintains unity throughout the entire body.

[BOSTON STARBUCKS REBEL]

When they had finished a coffee press of Sumatra, the Siren said to Howard, "Howard, CEO of Starbucks, do you love me more than these?" He said to him, "Yes, my Lady, you know that I love you." He said to him, "Create the Experience."
The Siren then said to Howard a second time, "Howard, chairman of Starbucks, do you love me?" He said to her, "Yes, my Lady, you know that I love you." He said to him, "Be Legendary."
The Siren said to Howard the third time, "Howard, president of Starbucks, do you love me?" Peter was distressed that he had said to him a third time, "Do you love me?" and he said to her, "My Lady, you know everything; you know that I love you." (The Siren) said to Howard, "Be their servant-leader.
Paraphrased from John 21:15-17

[Legendary or Bust]

"The successor of Peter" is merely a Catholic interpretation. Protestants do not subscribe to this idea and do not read this New Testament passage the same way. BUT this is a SBUX site... I was just making sure that this isn't universally accepted.

The trifecta of our comeback in addition to grinding all COW and the demise of breakfast sandwiches would be bringing back Valencia syrup in time for summer... who's with me?

[refusnik]

I won't go so far as to say that I fall in the critic or cynic camp, but even after Howard got back in the driver's seat, I wasn't sure about the future of the company. Until today that is.

Since the night crew was unaware that they had to set up the latest Hear Music promo after the store closed, I inherited the task. I expected to open the box and find the usual collection of overpriced cds from has been artists. So when I saw the long flowing curls of our saviour himself- Kenny G.- I realized our future is beyond bright.

We have Kenny G. on our side. How can we fail? Not just regular Kenny G either- but the muy caliente smooth latin jams of Senor Kenny G. Just seeing the album made me want to shut off the lights, light some candles, start a fire in the oven, talk about my feelings and then make sweet love to my sweet baby! That and throw down $16 bucks for the cd! Screw the coffee, the customer service, all of it- Kenny G. will lead us to victory! The stock price went back up to $40 per share, right?

Unfortunately my vision of our glorious future was smashed when I tripped over the infinitely unmoveable merchandise cluttering the floor. Even after my co-workers used the all powerful sandwich fumes to revive me, I was unable to see the promised land again. But Kenny has the vision so it matters not. . .

By the way, I'm being sarcastic. Well, except the fumes from the sausage sandwiches could probably wake the dead. Especially when you get four of those babies sizzling in the oven. . .

What e-mail is he using? I assume the [email protected] perhaps?

Do any fellow partners know?

[Beantownsbuxbitch]

To The Boston Starbucks Rebel...

Do I know you?? What store do you work in? I work in the newest store downtown, Jenn S. used to be my SM. (Boy do I miss her too!) I am not in the little Starbucks popularity clique, I am kind of the black sheep in my store. I have been trying to figure out who you are for the longest. I think that you are Keith from One Int, but who knows?? Give me some clues...

[John]

I too would like his email if anyone can provide?

i believe it is hschultz@

no comments on how awesome the return of Valencia would be?! Anyone?!

[S in WA]

Legendary or Bust:

Yes, in DT, at 7:45am rush-ALL DAY! Some of your fellow partners don't know what the sound of an empty hopper sounds like, therefore a water shot. If your SM doesn't check voicemail, you can read it directly under "Culture" on the Portal. Pouring shots into shot glasses is getting back to basics. A baby step in the right direction. While we will never have La Marzocco's again, we can still improve without losing speed and beverage quality.

[Tim]

Valencia returning would be, pardon my bluntness, f---ing awesome. ;)

VM or email Howard about it!

[BOSTON STARBUCKS REBEL]

Our paths might have crossed sometime. And just to let you know, the newest store in Boston, is the one on Memorial Drive, although it is technically in Cambridge. I know who Keith is and I can tell you, I'm not him. I pissed him off one time which was hilarious. I'll make a point of stopping by this week or next.
On a side note, you should try to be friends with people at your store. Surprise and delight them by bringing in pizza. Do it when only baristas and shifts are working. Most ASM and SM are unworthy of free pizza.

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

[I. Am. Legendary.]

The return of Valencia will make me a true believer in the future of the company.

WTF!! You take away teh bombest syrup EVA, and replace it with... ORANGE!??! It's going for the same thing, but the Orange syrup is cartoonish in look and taste.

Valencia offered a true "orange hint" flavor, and not orange sugar juice. I'll go back to drinking passion tea lemonades... and MOCHA VALENCIA!! I started working at the Bux in April 2006, so I missed the Valencia sprinkles, but heard about them and am terribly jealous of those who have had a Mocha Valencia with the sprinkles on top.

[I. Am. Legendary.]

Oh, and BeanTownSBuxBitch...

Be Involved!! Furreeel, chat it up with your coworkers. They're nicer than you think. And it's so much better of a store environment when everybody is on the same wavelength.

The the best, fastest, most upselling, most legendary, and most fun service days are when everybody on the floor is in good communication and jokes around a lot. The customers then get into our world and its fun for everyone.

I make sure to include everybody when joking it up on the floor. Keeps everyone relaxed and working as a team, even during the biggest drive thru rushes.

I wouldn't call myself part of a "popularity clique", but I sometimes hang out with coworkers outside of work. I work with awesome people, and socialize to a certain extent on the floor, but it's hard to be legendary when you're chattin it up in the back.

Beantown, next time you go to work, slam 6 shots and just get super goofy social. Tis why I love the bux!!

[Darleen]

On a side note, you should try to be friends with people at your store. Surprise and delight them by bringing in pizza. Do it when only baristas and shifts are working. Most ASM and SM are unworthy of free pizza.

Thanks, I don't get it why you guys hate SM's like you do. My job isn't easy, I don't know what I'd do if I didn't have the full support of my team. I'm glad they think I'm worth free pizza.

[refusnik]

Darleen,

Unfortunately people paint with pretty broad strokes around here. Anyone that thinks your job is easy has no idea what is expected of you. Of course, you're a good manager so you shield them from it to some degree.

I've worked for a manager that was a good business man but had the wrong people skills for a place like Starbucks. He was an external hire. I have a feeling that when people complain about managers they have a manager that isn't what a Starbucks manager should be.

Or they're whiny self-centered baristas and have a skewed perspective.

My current manager is great and makes the store a fun place to work. I imagine you are the same.

[Darleen]

My current manager is great and makes the store a fun place to work. I imagine you are the same.

Thank you Refusnik. I love my partners and they know it. The other day they gave me a green apron AWARD (genuine) it was the best feeling to read their words of praise for the job I do and for the way I lead them. I am so proud of that award, and of them!

[SiggyLoMax]

I'm glad you guys like your manager.

I'm so disappointed at mine! No backbone. She doesn't know how to write people up for being late.

[embean]

I still don't really understand what is BETTER about the shot glasses- perhaps someone can enlighten me?
Does this not damage the crema?
Also, takes significantly longer during a rush- especially when I try to rinse each time- and the machines don't rinse while steaming etc etc...
Imo, people would be inclined to not rinse the shots, and there would be like old shot residue in everyone's drinks. 2 shot glasses is a big difference from being able to stick 2 cups under there for 2 grande americanos or whatever.
I would be all for this, but I really don't see the "good" side??..

[embean]

* rise the shot glasses

[dManagerLA]

As +10 year partner, (who remembers the deliciousness known as Valencia sprinkles!!!)
I think Shot glasses actually speed up the bar, once you get used to using them.
Not only can you detect better if shots are brewing too fast/ too slow / or just not right, but my partners are always amazed at how fast my bar goes during a rush, while using a shot glass. Of course, one little screw up, and I am off kilter, just like everyone else, but I challenge you to look at how you build a drink differently.

When I hear the drink being ordered, I check or start my milk before grabbing my cup. If my milk is ready, I hit my shots, then grab my cup and start adding ingredients. It makes a world of difference...

lastly, I always call out my drink before I lid it... the customers are always waiting for me as I hand it out, and I get to make my great connections then!

[dManagerLA]

Go out and buy 3-4 oz shot glasses, for those larger beverages!

[S in WA]

DMANAGERLA:

Am I understanding you correctly??? That you are recommending to partners to buy a 3 or 4 oz. shot glass to use at the bar for "those larger beverages"????

Please tell me I misunderstood you.

[Dr. Peaberry]

I for one would prefer a 2oz. shot glass that can hold an entire double shot. Makes sense to me.

[itsnotamermaid]

sbux does on occassion sell 2oz shot glasses, so our manager always orders extra and buys/marks-out?(not sure which) a couple and we use those. you can't use just any shot glass, b/c of the heat. my roomie used a regular shot glass to pull her espresso for her drinks at home and it cracked crazy-mad on her one day.

[dManagerLA]

nope, you didn't misunderstand me.

[Adrienne]

dManagerLA, just out of curiosity, you're a store manager, right? Can you explain to me how you can pull shots into larger shot glasses, presumably pulling more than one into each glass, and not have them expire before they get into the drink? As EACH SHOT takes 13-17 seconds....even if you were pulling shots on the short side, right at 13...which by the way doesn't taste NEARLY as good as pulling them on the upper end, IMO, that's already over 10 seconds.

And no, pouring a shot into a cup doesn't damage the crema. As the shot is stirred into a drink, it is meant to be muddled. The only time I bend the shot glass rule is when pouring drinks like a doppio or a machiatto or Con Panna. I believe muddling the shot in those cases is kinda wrong. Of course, it is very important to make sure your shots are calibrated and your hopper is full first.

Please remember while we are all taking steps to make SBUX the great place it used to be that ALL of us need to stick to standards. Even if my drink did get off the bar ten seconds faster, the bitter shots would ruin the experience. And yes, I can taste it when expired shots are put into my drink.

[dManagerLA]

Adrienne,
I was merely suggesting it would be nice not to have to pour 4 separate shot glasses every time I make an americano or a quad beverage.

I am in full support of shot glasses and all starbucks standards. I don't think I said, nor implied anything else.

geez, peeps...

and yes, i am a manager.

[Beantownsbuxbitch]

Hey I have tried to be social with some of the people in my store. One of my shifts moved into a new place, and I brought him a pan of homemade Mac and Cheese as a housewarming gift. Most of the people on my Myspace page are coworkers. Unfortunately the people I have the most in common with are shifts and our ASM, and I think that they are afraid of the ridiculous no fraternization rule. I have even brought up group activities with the whole store, but no one seemed to care. I am transferring soon to a store closer to home, and I hope that once people aren't my boss they will wanna hang out sometime. I really do like a lot of the partners in my store, they are cool folks. I just don't think that my 33 year old ass is cool to some of the college kids in my store.

Beantown, your store makes me so sad! My closest friends in the store are shifts and my ASM and we talk ALL the time, not to mention my 40+ year old co workers who are the bee's knees! In fact, just this week we're all going out to dinner together. We love hanging out. We have store parties, dinners, and excursions [we've gone to the beach, disneyland, etc] all the time.

I dunno what you should do for your store... try organizing a dinner or a meeting and voicing your opinion. I think a store that plays together, stays together... as corny as that sounds. I couldn't imagine not being as friendly as I am with my co workers. I think it would make work absolutely miserable.

[Javaccino]

Re: Shot glasses

Before the shot-glass policy change (I have not seen the memo and don't know anything about it.) I've started using them all the time for CMs (it looks better than having two pin-pricks on the top of the milk), or for when I would otherwise have to shove an iced vente cup, or a hot vente double cup under the spouts.

Shot glasses for lattes and caps, I get, but what about straight espressos? That will mess with the layering?

Also, the glasses get a little hot to the touch, what about the tiny metal pitcher looking things with the handles I've sees at other espresso bars? I wish we had those, they would be cool.

[Javaccino]

My district has gone to small pitchers, I'm happy about it, but would like advice on keeping up in a rush.

[disgruntledNYSM]

How about getting rid of useless ASMs first and foremost. They are in the stores when we aren't. They are affecting our business.
Just because they were skillful in their "oral interview" doesn't mean they have a clue. My ASM should NEVER have been promoted. She was a horrible barista, lame shift, and found a DM desperate enough to promote her. Now I'm stuck with her, my partners can't stand her, customers hate her, and a lame duck DM, won't move her out.

[Christin]

Embean....shot glasses or not you are supposed to rinse inbetween every shot!!! So when you are pouring shots directly into cups and not rinsing, you are not following standards in more than one way.

[SoCalSnowBunny]

Beantownsbuxbitch- I think some could be nervous as it takes just one person in the group to make the wrong call, and it has implications on the rest of the partners. I've seen numerous "get togethers" that have unfortunately turned out with people getting terminated for actions that occured in the group (don't ever serve alcohol to underaged partners, it will always, ALWAYS come back to bite you in the arse!). I came here to work, and have found great friendships out of that. But I would never risk my job over wanting to "fraternize". That's just the reality. Although if I were asked, I would say that some of my best friends are here at Sbux. I just don't go out and party with them...

disgruntledNYSM- the true test of a great SM is their ability to develop ASMs. For you to dispose of your partners says a lot about the trust you have in your team. How about providing opportunities to take this newly promoted ASM, teach life lessons, make yourself available for their growth. It sounds like "someone" might want to work on their business maturity themselves, and understand that you have the ability (and the responsibility!) to create your environment. To set the standard. To challenge and grow them.

[Adrienne]

Dmanagerla

I was just wondering how you could pour all the shots without them going bad. i'm sorry it came off crabby sounding...reading back over it, it did...

So...can you pour them without them timing out?

I am all for speeding up service ;)

[dManagerLA]

Adrienne,
I should have clarified what I meant, but working all these hours lately... :)

I use the larger shotglasses that can hold at least 2 oz. that way, using both machines, I can brew a quad shot.

I am bothered though, that it is difficult to maintain speed of service rinsing the shot glasses, since the Verismo does not make that a simple procedure.

And to the other person, who asked how to go quickly using the smaller pitchers, I have 3 suggestions.

1. Get a third pitcher for nonfat and %.
2. Never let a pitcher stay empty. As soon as you empty it, rinse and resteam. This gets easier with that 3rd pitcher.
If you ever stop the steaming cycle, it's all over.
3. Double baring. I know everyone wants to be a bar stud, but really, two people working the bar properly, really is faster.

D.