Small coffee roaster makes fun of Starbucks' training session, offers free coffee on Feb. 26

Coffee Klatch Roasting's two California retail coffee shops  will offer free coffee to customers on Tuesday, February 26th from 5:30 PM until 8:30 PM PST "in celebration" of Starbucks' planned 3-hour closure for espresso training. "I'm not sure why it's going to take them 3 hours to learn how to press a button," says Coffee Klatch Roasting owner Mike Perry. OUCH! (Read the Coffee Klatch press release || Stew Leonard's has a similar deal)

Comments

[Beantownsbuxbitch]

Boston Starbucks rebel,
I am not working tomorrow, and I was out sick today with food poisoning. Thank god EM was the shift, and was cool about me calling in. We do have a comfy cafe at 125 Summer, I just love the orange chairs.

[ty jones AKA Five Year Partner]

Um...jerk...don'cha mean 18 to 23 seconds on the La Marzoccos. Unless you pulled a Cubano....

[BOSTON STARBUCKS REBEL]

I think we should also have shirts that say, "I Survived Jim Donald."

Is Melody billing Starbucks for all the time she spends posting here?

[Kellie]

If starbucks is trying to target the "health conscious" by offering a skinny latte...why pull the "skinny" fraps? That was DUMB! It's warm weather in the south guys....we drink fraps ALL YEAR!

[kitty]

It's funny that Stew's is trying to pull the same stunt when they're coffee's nothing to write home about. Maybe only because their CT stores have a Starbucks in close proximity, but their espresso is crap.

Um...jerk...don'cha mean 18 to 23 seconds on the La Marzoccos. Unless you pulled a Cubano....

That's still well outside the 25-30 seconds as set out by the Italian specialty coffee institue. And why don't you try looking up the true meaning of "cubano" it has nothing at all to do with the time it takes to pull a shot.

[K of SD]

Ok, so I contacted corporate about the Almond syrup absence and got such a "canned" response it's sickening. What is up with that?!?!?!

[ty jones AKA Five Year Partner]

"And why don't you try looking up the true meaning of "cubano" it has nothing at all to do with the time it takes to pull a shot."

The nerve! I mean seriously...

Don' you even try an' tell me about cubanos, my mother and uncle LITERALLY came into the states on a tiny, leaky boat. Lived in Miami for several years. Decided that Little Havana wasn't for them and headed West.

All they drank for years, all my momma made, in fact, the first "espresso" I ever remember having was Cuban style Bustelo. Loaded with cane sugar and black as their hatred for Fidel.

And I dare you to try an' pull a sweet 'lil cubano on a halfway-decent manual machine, any manual machine, any brand, and keep the shot from pulling a FEW seconds longer than the standard, average time.

Go on...tamp, tamp away to your little heart's content...I'll be waiting for you to get it right.

Of course, we all know, 'Lil Elián will be probably be running things 'fore your done....

Love, your friend in espumita,
TJ AKA Five Year Partner.

[Yay]

The retraining involves these movies and junk, paper work stuff and the like. Each session of new training is timed like "20-30 minutes" so, you'll be there for the length :(.

Just because I WORK at SBUX does not mean that I don't know how to use a manual, have one at home, and use it every day.

So I push buttons to crank out hundreds of drinks a day. I don't see the harm in that when people get pissed if their drinks take more than 30 seconds.

I also make espresso on my MANUAL machine daily... outside of work. Most people at my store do the same thing.

Don't be so quick to judge.

[disgruntledbarista]

well, good for these little stores for taking advantage of the situation.

I find it interesting that cafe vita is doing this as well, since there is only 1 store (and it is licensed) anywhere close to them. UGH! I can't stand that place. Talk about your surly baristas! And I have had plenty of them make my drinks, all with the same attitude of "I have better places to be than pouring your damn drink." Not to mention that my drink is cold by the time I get out the door because I think they just steam their milk to our kids temp.

As for the meeting, at first I was a bit pissed. In fact, when it was first announced, one of our regulars asked me about it (as I was on bar making his drink), I said "yeah, we don't know how to make your drinks" as I handed him his drink.

But we've started implementing some of the changes already and I know MY quality is going up, because I now know when to throw out a bad shot and start over. And I have fast gotten out of the habit of resteaming (so ashamed).

[Super Shifter]

1) Ty, welcome, you're a riot and I love you

2) Last time I checked this wasn't a WBC online RPG, so quit trying to one-up each other. Share the love...the coffee love.

3) The retraining is a way to instill accountability on a new level for each employee. It's structured process, a way of saying "These are the (new, I guess) standards, you know them, you understand them, you are accountable for them, and you'll be disciplined for not following them."

Starbucks in a master in the realm of training. The "Facilitator Guide" is literally a script of the entire session, with words to be spoken, questions, the "right" answers (even to open-ended questions), and follow-up commentary. My favorite excerpt from any training material is in the orientation for new partners:

"Start a spontaneous conversation. Alloted time: 2 minutes."

But, this session may have topped the list:

"Practice being genuine...."

Read it. Real closely.

:-\

[BOSTON STARBUCKS REBEL]

Everybody who says they NEVER say the action items about SMALL PITCHERS or SHOT GLASSES, guess what you should. Read the STORE PORTAL! If you have time to come to a Starbucks related website on your time off, then you have time to use the STORE PORTAL, while you're at work.

Here's an email I sent to this guy re his RUDE comment. I'm GLAD I work for Howard and not this JERK! Maybe if his coffee was as good as he thinks it is, he wouldn't be giving it away for free!!!! LOL!!!

On Feb 19, 2008 10:33 AM,

Hey Mike Perry,
Re: " I don't know why it takes 3 hours to learn how to press a button"

You are, of course, entitled to your opinion, but this comment was really more the kind of snide remark people say among friends-not in a public, professional press release. Why go out of your way to publicly make fun of a hundred thousand people?
Not all publicity is good. You've lost at least one customer.

Date: Tue, 19 Feb 2008 14:42:09 -0800
From: mike@klatchroasting.com
Subject: Re: KlatchRoasting.com: Press release

>I'm sorry you feel it is OK to talk behind their back among friends but not say it publicly. I said what I think, I would ask it of Howard if I saw him. I have asked a couple of Starbucks employees I know and they told me from what they understand its mainly PR on their part and they are only watching a video. Don't know that for a fact but I do know it does not take 3 hours to learn how to push a button "(or to become a barista) and I do know we have trained baristi who will be at work and giving away free drinks to show people what a true world class drink is made with the Espresso awarded Best in the World.

> mike

Mike Perry
Coffee Klatch Roasting
> www.klatchroasting.com

[stopcensoringme]

as some of you have said, the baristas are NOT the problem. the problem is starbucks is no longer a stock market darling. overgrowth is the problem.

[barista jack]

Mike Perry,
Clearly something is wrong on your end, or why else would you ever care about us baristi getting a refresher course. if you have the worlds best espresso, great for you. Starbucks shouldnt even be a thought in your mind. But clearly you seem threatened, I do have a question for you, are all of your paninis and many other meals made fresh? do you make more money off your food, because according to your website at Coffee Klatch, you seem more like a deli/restaurant than a coffee shop, I guess your not selling enough of the worlds best espresso to pay all the bills...just a thought

[Yvonne Cousse]

I was reading on MSN today that the line of "Skinny" drinks are found offensive by some. All I have to say that as a woman, I am not offended by this at all. I took the name as a decription of the drink itself. I never took it as targeted to women and honestly finding this offensive is taking political correctness to the level of stupidity. There are more important things in this world to get heated over. I'll give you a few good examples: DARFUR, poverty, women getting physically abused by their husbands and boyfriends and getting no real protection from the system. If we direct our concerns to things like these instead of the name of a drink, I think we'd get much better results. Thanks for letting me blog.

[BOSTON STARBUCKS REBEL]

Overview/Agenda
• Welcome/Coffee Tasting
• Learning Objectives
• Message from Howard
• Customer & Barista Video
• Starbucks Espresso Standards
Breakout Groups
• #1 Espresso
• #2 Milk
• #3 Delivering the Espresso Customer Experience
• Team Challenge
• Message from Howard
• Barista Accountability
• Team Commitment and Close
• Total Time 2:40-3:20

[BOSTON STARBUCKS REBEL]

Welcome/Coffee Tasting
Welcome to Espresso Excellence! This is a very exciting time for us. This evening ALL stores across the U.S. will close in a history event to refocus on what makes a great Espresso beverage- and the impact to our customers. We’ll discuss the recently updated standards, have some time to practice refining our Barista skills and talk about connecting with our customers over a handcrafted beverage. By the end of tonight’s session we hope that you feel:
• Empowered to always create the highest quality beverage for every customer.
• Pride in understanding the why behind our standards

Also know that beginning now; we are raising the bar on what we expect of every barista. Our customers expect the best beverage when they come to Starbucks. From this point forward, we as a team must commit to always delivering on this expectation. We will gold each other accountable. We serve the best coffee in the world at Starbucks as we owe it to the farmers, roasters, to our customers and to ourselves to make sure that we always hand off the best beverage every time to every customer.

[BOSTON STARBUCKS REBEL]

Message from Howard
For example: Howard mentions: “I think over the years we have kind of lost our way a little bit and talked about speed of service, USDs and all the things are important to the business, but I think they are out of whack.”

Comment: Personally, I think Howard is right but how do you think SM's feel when DM's are breathing down their throat about variance-to-ideal being out of whack.
Let the baristas run the business.

[Nargle]

ahem, I believe in the business, that is what is known as a "zing"

[Pat Nerr]

I think it's funny that competitors are doing such things while Starbucks blows money telling their baristas things that they already know...

Jeeze... I'd like to see how many baristas that visit here actually feel like they need to blow 3 hours of their time "learning" something they already know or could have read in a store ops bulletin... or been coached on the fly by their manager. I think a Starbucks Gossip poll is in order...

and maybe a poll about how many store managers will actually use the time for something else.

Shareholders/Public: Wake up... Starbucks baristas do not need more traning... and it's too late to capture the handmade genre again... going back would look like defeat.

[BOSTON STARBUCKS REBEL]

Delivering Espresso Excellence
1. Steam fresh milk in small pitchers
Explain the Why
• Freshly steamed milk has better flavor, body and texture than re-steamed milk
• When using a small pitcher milk will be incorporated into a beverage in the shortest amount of time possible after steaming
• A small pitcher allows the thermometer to be submerged far enough to get an accurate temperature reading
2. Pour double shots into shot glasses
Explain the Why
• Double shots obtain the desired flavor profile for our Espresso, single shots on the V801 do not
• Shot glasses allow Baristas to visually inspect shots and see the rate of pour

3. Time shots on an hourly basis and adjust grind as needed
Explain the Why
• Timing shots on an hourly basis allows us to monitor quality
• By adjusting the grind to the shot time standard we will achieve the desired flavor profile

4. Handcraft the perfect beverage by following the recipes and ensuring the beverage made is what the customer ordered
Explain the Why
• Through feedback, our customers have let us know how important it is to receive the beverage they ordered and paid for.
5. Handoff Connection Behaviors
• Engage the customers with a smile or eye contact
• Get to know the customer by drink or name
• Present customer with a high quality beverage customized for them
• Express genuine appreciation and invite customers back
Explain the Why
• Customers tell us that they are more likely to return and recommend our store to their friends when they are recognized by name/drink and we engage them in conversation

[Legendary or Bust]

Boston, I know what you posted above sounds simple and rather straight-forward, but I can't underscore the importance of these practices. If EVERY barista follows these precisely and ALL of the TIME, we can deliver a quality product at ANY store at ANY time of the day. How much better can it get?

[BOSTON STARBUCKS REBEL]

Section 6 Espresso Bar Breakout
Taste and Describe Host
Facilitator Instructions
6. Pour double shots into 4 ounce paper tasting cups
7. Have each barista taste the shot
8. Ask all questions and guiding discussion

Q: How would you describe the flavor of the shot?
A: Taste: Intense, roasty, caramelly-sweet
Q: How do shots taste that pour too fast?
A: Weak and watery
Q: How do shots taste that pour too slow?
A: Bitter
Q: What is the double shot time standard
A: V801 (FPK) 15-19 seconds
Q: When do you start timing the shot?
A: When you see the pour start.
Q: When do you stop timing the shot?
A: When you see the consistent pour stop. Disregard the drips for timing but consider them part of the shot

Key Point
• Remind baristas that when you adjust the grind you must pour 3 double shots and time the third.
• The adjust you made to the grind will not be reflected until the third double shot pours.

[BOSTON STARBUCKS REBEL]

Section 7: Milk Breakout
Explain Practice on bar:
1. We will steam and taste non-aerated milk.
2. We will steam and taste perfect milk
3. We will review temperature
4. We will talk about how to reduce milk waste.
5. We will demonstrate free pouring a cappuccino
Q: How does non-aerated milk taste?
A: Lacks sweetness and tastes flat
Q: What is the texture/mouth feel of non-aerated milk?
A: Lacks creamy mouth feel
Q: How does perfectly steamed milk compare to non-aerated milk?
A: Flavor is sweet and has a creamy mouth feel
Q: What is the temperature for steamed milk?
A: 150-170 degrees
Q: What temperature should you steam milk to for a mocha?
A: 170 degrees, because the mocha syrup and whipped cream cools the beverage

[BOSTON STARBUCKS REBEL]

Section 7: Milk Breakout
Explain Practice on bar:
1. We will steam and taste non-aerated milk.
2. We will steam and taste perfect milk
3. We will review temperature
4. We will talk about how to reduce milk waste.
5. We will demonstrate free pouring a cappuccino
Q: How does non-aerated milk taste?
A: Lacks sweetness and tastes flat
Q: What is the texture/mouth feel of non-aerated milk?
A: Lacks creamy mouth feel
Q: How does perfectly steamed milk compare to non-aerated milk?
A: Flavor is sweet and has a creamy mouth feel
Q: What is the temperature for steamed milk?
A: 150-170 degrees
Q: What temperature should you steam milk to for a mocha?
A: 170 degrees, because the mocha syrup and whipped cream cools the beverage

Introductive Delivering the Customer Experience
Howard talked about the passion we have for quality Espresso in addition to our commitment to the connection with our customers. In this session, we are going to focus on creating connections with our customers at the hand-off plane.
Q: How do you think we as a team are doing?
A: Our customers tell us that we are doing okay and yet we have a huge opportunity to improve.
Q: What do you do to create a connection with your customer when handing them their beverage?
What do you say?
What does your tone of voice sound like?
What do your facial expressions look like?
Where are your eyes looking?
Key Points
• Connecting with a customer can happen as you hand them their beverage or as you are creating it.
• As you get to know your customers, you understand if they are in a hurry and require quick and friendly connection, or if they have more time to connect
• Take a little time to make each connection genuine and unique verses robotic
• Remember that your customer is always the TOP priority

It is important to remember today as we learn about making perfect Espresso shots and steamed milk, that a quality beverage for many of our customers is not just those two things.
It is equally as important to remember that forgetting just one of those customizers can ruin that drink for your customer.
Q: Who would like to share?
Tell us their name, drink, and what you know personally about that customer.
Our goal is to make our customer’s day. Getting to know them personally is what contributes to their loyalty to our store and to Starbucks. Remembering the customer’s name and something unique about them is what can create a memorable, uplifting experience.
• Just Say Yes (Thank the customer for letting you know, remake the drink without hesitation and then ask how it is…)
• Use L-A-T-T-E model (Listen, Acknowledge, Take Action, Thank, Encourage return)

Q: Did you feel appreciated
Q: Did you feel a connection
Q: What did you see?
Q: How did they engage the customer?
Q: What was said to express appreciation?
Q: What missed opportunities did you see?

[BOSTON STARBUCKS REBEL]

Section 9: Team Challenge
Explain The Rules:
1. Each team will build the perfect double tall latte.
2. Each team member must participate and play a role.
3. The facilitators will play the role of the customer and also judges viewing and tasting each beverage.
4. You will have 5 minutes to prepare and decide who will do what.
5. HAVE FUN!

[BOSTON STARBUCKS REBEL]

Section 12: Team Accountability
Together we are going to define our commitments as a team. How we will consistently deliver the perfect beverage to our customers. We’ll build this list as a team and post it in the back room. This will be how we measure ourselves and each other.
• Guide the team to identify specific behaviors and actions
• This is an agreement for behaviors that the entire team will be accountable to demonstrate
• This should be posted, referred to and used as a coaching tool for both you as the store manager and also for Baristas to coach each other

[Kat]

I really don't see what the big deal is. The guy took a little potshot at Starbucks, but what else is new? Blow it off, it's always going to happen between competitors.

And as I mentioned elsewhere, a three hour training session sounds like a splendid idea..IF training actually occurs. The lack of consistency between Starbucks products as of late has been frustrating, I never know what I'm quite going to get store to store. Some folks need to be trained.

[Stacy]

BSR,

Maybe it's just me but I really don't understand your point behind posting things that are for internal use only. Now granted it's not like it's stop secret spy-mission stuff here but still. You are probably the most flip-flopping barista I've ever come across. In one post, you come off as this badass barista who is down for trying to make Starbucks better, but in the next post, you prove that at the end of the day you actually have zero respect for your job. So which one is the real you?

[Michael Wells]

I'm a little more than sick of the childish assults on Starbucks. If you con't care for the product you don't have to buy it. No one has a gun to your head.

A the latest bit about "skinny latte" being sexist is moronic.

[debbie]

How is the skinny latte more offensive than the skinny cow ice cream sold in the local stores? I mean skinny cow?! guess I'm not the sensative type because the name doesn't bother me and the ice cream is good....

[BOSTON STARBUCKS REBEL]

Appendix A: Video Transcripts
Video Section 1: A Message from Howard
Hello, partners, over the years I’ve made countless videos to share with you on message after another and when I think about all the things I have talked to you in the past about, I can’t think of a more important message than the one I am about to share with you and that is that you are in the midst of going through the transformation of the company in terms of our passion and commitment to ensure the fact that you have all the tools and resources to not only make the perfect shot o Espresso and every Espresso based beverage, but to really understand what’s behind this and why it is so vitally important.
You know, this is my 26th year with Starbucks and I harken back to the early, early days of the company and when we first introduced the first Espresso bar in our stores and wha were trying to do, I think, is really demonstrate to our customers the passion we have for the quality of our coffee and bring it to life. In the 25 years that have passed, we have no served millions of customers, one cup of coffee at a time. If I am really honest with myself I think that over the years, we have not been as consistent and as committed to ensuring the fact that the quality of the beverage was compatible and matched the quality of coffee that we sourced and roasted. What I want to make sure you understand is that this is not just about training, this is about the love and the passion and the commitment that we all need to have to the customer.
Our customers are coming into Starbucks because they have a level of trust and confidence that we are sourcing and roasting the highest quality of coffee in the world and they are going to get a perfect beverage. I think over the years we have kind of lost our ways a little bit and talked about speed of service, USDs, and all the things that are important to the business, but I think they are out of whack. What’s really important, the most important is that we exceed the expectations of our customers an I’ve always believed that the only way we can exceed the expectations of our customers is if we could exceed your expectations and that is why we are investing in you, investing in this transformation so that we really get it back to the core, to our roots, to the heritage, the tradition and romance of coffee, the love of coffee; What I would like you to do when you through this, is really not just go through the motions, but really embrace this moment and realize that its not about 100,00 Baristas, its about one Barista, one customer, one cup of fantastic coffee at a time. The business that we are in and always have been; is we are the leading roaster of coffee in the world in terms of quality, precision, excellence and that all comes to life when you hand that cup of coffee to the customer.

[BOSTON STARBUCKS REBEL]

Video Section 5: What you can do
What you can do- Howard
When I went to Italy for the first time in 1982, I walked into an Espresso bar in Italy and it captured my imagination. I was like a little kid in a candy store; I couldn’t believe the theatre, the romance, the sense of community and the humanity of it all. In over the last 25 plus years, we have brought that to life in America and now in 44 countries around the world and this is just the beginning. There are people who are now questioning and cynically talking about “Starbucks glory days are over”, let me be the first to tell you that they are dead wrong, our glory days are ahead of us and do you know why? Because I believe so much in you, I have heard from thousands of you now over the last few weeks since I have returned back to the company. What I have felt is your passion and love for the company, well here is your chance, here is your chance to really demonstrate that every single day to your fellow Baristas and to your customers.
There are competitors small and large who want to be in our business, who are telling the world that their coffee is as good, their people are as good or better and they are going to try and take it away from us. I have always believed since day one, that the most signicant competitive advantage that we have as a company is that we have was the quality and passion of our people and we are going to be tested right now and we are going this test with flying colors because I know in my heart that when we go through this as a company and as a team that we are going to understand realize this is our moment to re commit ourselves to the core of the company, culture, the values, the guiding principles and most importantly to the authority that we have in coffee and nothing I think signifies that more than the perfect shot of Espresso, the perfect Espresso based beverage, whatever that beverage is.
Lets not embrace mediocrity, when you are behind the bar, you are in control. Only you, only you know when you are passing that cup of coffee to our customers whether or not it meets the test and that test should be personal, its not about the company, its not about the brand, its not about anyone but you, its personal. You decide whether or not that’s good enough and you have my complete support that if that beverage is not good enough, please pour it out and remake it.
Demonstrate to our customers that you can hold us accountable because we are going to make the perfect shot of Espresso and we are going to give it to you and if that’s not good enough then hold us accountable. This is a new day for Starbucks, a day in which we are going to recommit ourselves to standards that are unparallel in this industry and recommit ourselves to doing things that we once did really realy well and now we are going to do it better I am relying on you; I’m asking you to deliver beyond the expectations of the customers. I will provide you with all the tools and resources to succeed; you have my complete support, most importantly my faith and believe in you and your fellow Baristas. Let’s measure our actions by that perfect shot of Espresso.

[BOSTON STARBUCKS REBEL]

To all those haters out there,
The reason why I post alot of information on here is because it seems there is a LACK of communication in the store. How can you not know to use shot glasses and small pitchers right now? It is my belief, that store managers are purposefully not posting certain changes within the Company. Those store managers are not part of the transformation of Starbucks. And let me state that this Starbucks transformation is more of reformation. And those store managers and district managers who are not on board with these specific changes, your days are numbered. Those of us who support the STARBUCKS REBEL ALLIANCE, believe in Uncle Howie, we do not support those just crunch numbers on laptops and listen to conference calls and complain when efficiency is below 75%. “I think over the years we have kind of lost our way a little bit and talked about speed of service, USDs and all the things are important to the business, but I think they are out of whack.” I know so many district managers and RDO's and this is all they think about. The customer dissatisfaction of waiting in line and the stress level of the baristas is not some metric that you can measure. Howard Behar wrote that Starbucks in the people business not the coffee business. The human person cannot be reduced to some function or quantifiable metric. I am a human person. We are human persons.
It is the conclusion of the Starbucks Rebel Alliance that the front line should take precedent over the bottom line. To put it another way, if it takes 3 passionate baristas to satisfy one customer with a customized, personal experience rather than 1 robotic, pedantic drone/barista to serve 10 dissatisfied customer, I choose the first option. The entire idea that variance-to-ideal should be 0% is bullshit, plain and simple.
Let the baristas create that mythical uplifting experience come to life.
Our secrets make us sick.

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

I can't blame him for being a dick since everyone thinks that shots of espresso at Sbux are just a press of a button, when in reality the diligent baristas make sure that their grind is up to snuff and time their shots, several times in a shift.

[Stacy]

BSR,
You completely missed my point. But, in all honesty, I don't expect anything else from you. You love to preach but yet you're not entirely sure what you're preaching about.

[Bob Log]

I think its odd that some people are still upset at Coffee Klatch's comments. The reality, as a Partner the position is no longer what it once was. Granted there is more to making drinks than pushing a button - but when the manual machines were removed it became more of a reality. Do I blame Partners - hell no. That was a bad mistake by Corporate - not the front line people.

As for the training - I know it sucks to spend 3 hours on the clock to get some education but the reality is a LOT of store Partners need it. Again, not necessarily their fault - how many received great training at your hiring?

[BOSTON STARBUCKS REBEL]

Stacy,
Thanks for comparing me to Senator Obama. I love preaching but not really having any substance. I think we should have change, but change for what?

[Nargle]

I like the fact that BSR posts up this stuff. My store is notorious for miscommunication, I've personally been told three different ways for timing shots, and conflicting information about shot regulation. Now I know exactly what's expected of me as a partner, which is a sight more than what I'm gonna get at my three hour "cleaning party" on Tuesday.
Furthermore, this is an open forum for partners and customers alike, and I see no harm being done by customers knowing that we're focusing on them, and ensuring that they get the absolute best espresso drink we can produce for them.

[Beantownsbuxbitch]

BSR,
From your mind and typing fingers to Howie's ears dude. Without the lowly barista connecting and responding to the customer, there would be no Starbucks. I believe that Legendary Customer Service got trampled by speed of service,the push to understaff, bad hires,ridiculous promo beverages, and poor management. I do my best to be legendary every shift,but the task is difficult under these conditions.
I came to work for this company because I believed in it. After reading Pour Your Heart Into It, I knew this is where I belonged. Unfortunately, things got lost along the way, and my faith turned sour. (I think it was when I was turning a dumb sign at 11:30 one morning, after making a gross frappuccino!) I still love Starbucks and believe that if anyone can make things better it's Uncle Howie. Retraining makes sense to me, if anything it will separate the men from the boys so to speak. Once the standards are set and actually enforced, the non-compliant will be exposed and hopefully disposed of. If you have no passion, you don't care, and if you don't care, you don't belong here. Read the mission statement, be legendary,and use your green apron behaviors. Just Say Yes, dazzle that customer. Star Skills should never be an inconvenience or annoyance. People whether they are a partner or customer, should come first. The rest will come together after. I see a lot of rebuilding coming after March 19th's big announcement. The dark days at Starbucks are numbered.

[No Name]

BSR,
I support you posting all that info here 1000%!
I also think that may SM are purposefully not sharing info with their partners, and even if it's not on purpose it's still ridiculous to me that any partner not on board with The Reformation still has a job.
PLEASE keep on posting anything you can that will HELP us do our jobs.

Beantownbuxbitch,
Great post!

***There will be no cleaning at the Re-training!!!!!***

I have been a partner since the last millenium and am still eager to learn something every day. I can't make a pretty rosette but i regularly get praise on the taste of the beverages I serve to customers. I am sure that baristas in independent coffee shops feel the same way we do, and that they try to please every customer that comes in. If not...why are you doing what you don't like doing?

[BOSTON STARBUCKS REBEL]

I have already let partners know that they will be held accountable for what they do. And if they fail to create the Starbucks Experience as outlined in the above material, they will be kicked to the curb with Jim Donald and the rest of the marketing people who sucked hardcore.

[XSBUX]

It's great to see so much drama over this.

The shut-down is a glorified holiday meeting / instead of gift packs it will be as the stated above overview. A realignment to original core values and standards. Your manager is only after partner buy-in and then the subsequent customer buy-in. If your manager or DM is worth anything they will be able to inspire this (Just hope they get it). As an ex 11 yr partner / manager in multiple zones, I am pleased and hope that SBUX can achieve this with balance and not swing too far to one side of the pendulum or the other (pompous I know).

For those of you bent out of shape over the boutique coffee houses making fun of the fact that a majority of partners can only operate a super-automatic machine...

Get over it.

you work for f***ing Starbucks (You are a cog in the machine called capitalism).

Look at the bigger picture. It's not just your rinky dink cookie cutter stores.

It's about how you can further a company that actually stands for more than just making a quick dollar.

You are the Voltron of the global market: fierce, sophisticated, and yet accessible to the lowest common (venti xtra caramel frap) denominator.

To quote Rob Schneider in Water Boy; " You can do eeeet!"

[bbux partner]

"Stacy,
Thanks for comparing me to Senator Obama. I love preaching but not really having any substance. I think we should have change, but change for what?"

HAHAHAHA BSR there have been so many times i have echoed that exact same sentiment.... hhhhhaaaaa.
Oh, and btw... relax people, it isnt like he is posting government secrets for christs sake... its coffee.

okay.
that's just true and funny!
all i do is press buttons,
buttons to steam and buttons for one or two shots.
it's not complicated,
we're not the best shot in town.
we're fast food.
get over it!

[javajohn]

Let's face it, this three hour training session is little more than a big [and expensive] publicity stunt by Starbucks to get some publicity - and it's working. What if McDonald's decided to close all their stores for three hours to 'educate' their burgeristas how to assemble cheeseburgers? Exactly.