OPEN THREAD conversation-starter: Do you think this barista finished his shift without knowing the Celtics game results?

I doubt it. (Click on the image to read the sign.) People probably shouted the score at him/her, because that's the way they are.  Discuss this sign -- corporate would probably frown on it, but you have to admit it's cute -- or anything else Starbucks-related in the open thread. (Check out "An Extra Bold Request")

Comments

[Sheik]

Wow, that sign isn't very "welcoming" ...

*eye roll*

[CARL]

Sign like that, I'd almost think I was in a coffee house or something.

[Torontodude]

NEWS FLASH:

Pike Peak Roast Makes Makes Unauthorized Canadian Debut

PPR isn't supposed to be available in Canada. But some was mistakenly shipped to the Toronto store on Yonge Street just below Bloor.

So I enjoyed two cups on Thursday. I liked it -- a lot. Very well balanced. Should have wide appeal. No need for milk or sugar, IMHO.

[Registered card]

So I just registered my card and I'm looking for feedback. If I go and order a soy vanilla latte, am I going to have to point out that I have a card, or will the good baristas or card machine notice on their own and I won't have to be all, "Oh, but the soy and syrup are s'posed to be free?" Because I am very non-confrontational and don't want to have to do that with my friendly neighborhood baristas. Also, do the card bennies work in the Starbuckses in B&N, Safeway, etc?

[luvalmond]

I forget sometimes that when someone has a starbucks card, that they get their stuff for free only because I'm so used to just hitting the buttons on the register really fast and swiping the card. I try to remember if someone hands me a starbucks card, to look for anything that they could get for free. We do have to press a button for the register to know that you have a starbucks card, otherwise it will just ring up normally. Please don't feel afraid to point out that you get your card benefits! And if any barista gives you a look or attitude then they are in the wrong! And no, the benefits don't work at our licensed stores (B&N and safeway etc)

[Mary]

Just say when you order: "my card is registered, btw". You really think that's confrontational?

[mgmt]

I worked a close on Superbowl Sunday - we had a similar situation. Almost made it through the whole evening, then one of our regulars accidentally let it slip.

[P.R.I.D.E.]

I smiled when I read the sign- I think it is written in an endearing way, and I don't find it offensive.

[Mickey Blue Eyes]

I had the opportunity to try the Pikes Place Roast and the (old) House Blend in the same day, albiet from two different Starbucks. I'm no coffee snob, but I could definitely tell the difference. The House Blend was the same old burnt bitter flavor. The Pikes Place Roast had a bold flavor but was not nearly as bitter. I found it very drinkable.

[cornfrost]

David Margolick used to come into my Starbucks sometimes with a date. Hi David!

[LilBarista]

Just a note about the registered Starbucks cards..

We can't read your mind and we don't know if a card is registered or not and after asking 500 times, we may not ask if it is. So if you just say, "this is a registered card" we will be happy to give you the discount :) It's simple, and I'm always happy to help our customers save some money.

And that sign is really funny... been tempted to do something like that myself!

[Posted By:]

Partners:

Instead of bothering with asking so many times per day, why don't you just go ahead and attempt to swipe the card for benefits? If it discounts, great! If doesn't, oh well. Great opportunity to hand the customer one of those little orange pamphlets and let them know how they can save money.

[Melody]

As to the sign:
I agree with P.R.I.D.E. - There is something about sign that is endearing. I'd smile at it.

Looking for gossip:
Presently 3 Starbucks stores still use manual machines (La Marzocco). They are (1) the orig store on Pike Place (2) the store in the SeaTrust Bldg in downtown Seattle and (3) Madison Park Starbucks Cafe in Seattle.

I heard rumour from a barista today that Starbucks was planning on ripping out the 2 manual machines in the SeaTrust Bldg and in Madison Park. Somehow, this TRULY makes me sad. Is this really true? When is it going to happen? I'm shocked that Madison Park would get a Mastrena over a La Marzocco.

Any chance of any baristas here familiar with these 3 stores that could speak to this rumour?

Thanks,
Melody

[sbux101]

Just write really bold on the back of your card, "Registered card please apply card benefit."

[Anonymouse]

I agree that it was done light-heartedly, but what if we all did that kind of thing - what if you walked into the Starbucks 3 blocks down and saw a sign that read - "Janie has a migraine today, so please be extra nice and don't do such and so..." lol You may as well post a list of all the things customers do that get under your skin and be done with it.

Unprofessional. You might get away with it if it was a bar that had its regulars and you wouldn't expect random people walking in - they'd know the guy. But it just tells the customer - "If I had a choice, I'd be home watching the game" Not a great message, no matter what business you're in.

[Juicy]

About Registered Cards,

I don't remember being told that the POS system was equipped to knowing whether a card was registered or not. I assumed it wasn't and I had to either ask if or be told it was registered and then hit the card benefit button in order to take off the charges. Can somebody clarify?? Is it able to know? I have yet come across a message that says "Card is Not Registered, Discounts Not Applied" or some sort of message like that when I try using the benefits button on an unregistered card. As of yet, I would say no, our system is not that sophisticated. Anyone know for sure? Will it start only allowing registered cards after this trial of Just Say Yes to all card holders??

A clarification of this would be much appreciated.

[AliCat]

The sign is cute and non threatening. How many times have you had a customer in the store not wanting to know about a sports score because they haven't seen it yet? I've had quite a few... I think something like this is just a reminder to people that baristas are human and we all are different and unique. This guy was obviously pumped about the game and was letting everyone know.

If this sign offended anyone, some people must really have no issues in their lives to worry about, and I envy them.

[LegendarySiren]

Dear Customers,

Please refrain from telling me the outcome of the American Idol Finale. I am taping it and prefer not to know until I get home. kthnx

Love,
your barista

[Z-PHANTOM]

Just a thought... How many customers that happened to be basketball fans did this Partner just "connect" with?

[a non]

Just a note about the registered Starbucks cards..

We can't read your mind and we don't know if a card is registered or not and after asking 500 times, we may not ask if it is. So if you just say, "this is a registered card" we will be happy to give you the discount :) It's simple, and I'm always happy to help our customers save some money.

And that sign is really funny... been tempted to do something like that myself!

Posted by: LilBarista | May 9, 2008 8:04:23 PM

Do I get a further discount for doing your job for you?

First, let's get this clear: SBUX decided all on it's own to give this discount. No one is forcing SBUX to give it out.

Next, SBUX has decided that when I trade my personal information to them, they'll give me a kick-back of syrup or whatever. Fine. I owned up to my end of the deal, now SBUX needs to own up to theirs.

It is not my job to remind SBUX each and every time that I owned up to my end of the bargain.

Frankly, too, I don't care if you ask each customer twice: it's your JOB to find out if a SBUX card is registered and VERIFY the customer gets the CORRECT price on their order. Otherwise, you're cheating the customer out of cash and a great experience.

As you said, it is simple for the customer to just tell you; it's equally as simple and VERY EXPECTED that the employee behind the counter ask the customer. You, as a service employee, should be trying to lift the burden from your customers, not expect them to carry it. By the way, you should be happy JUST to give the discount, not on the basis that they tell you they have the right to get it.

See? This is exactly the problem: you think you're entitled to the customer serving you in some capacity. All you're entitled to is to take my order, verify it's correct (items and price), take my cash and give me a wonderful experience and a great drink in a polite, efficient manner.

This is so ridiculous. You should be fired. You're a horrible customer-service employee.

PS: That sign was not funny. It was inappropriate and rude.

[wholahay]

no YOU should TELL us...

YOU are the ONE who THINKS they ARE enTITLED!

IF you WANT a DiScOuNt!!! YOu TelL US!

YOU should BE BANNED!! This IS ridiculous. YOU'RE a HORRIBLE human BEING!

PS. your POST was not FUNNY. It WAS ODDLY capitalized and RUDE

[Mike]

We haven't had any problems in my store with customers complaining about not receiving discounts because of the idea stated above -- I trained my partners to swipe all cards through the Card Benefits button before tendering the transaction.
Hopefully Starbucks will come up with something better in the long run. There should be something automatic that happens when the card is swiped once, and something more visible for our customers stating that their card has to be registered to qualify for the discounts.

[sbuxnewbie]

It is the easiest thing in the world to just hit the Card Benefits button and swipe for every card. If the card isn't registered, then i explain the bennies they get from registering.

No hassle on either end, and I've had a lot of customers who didn't realize that the registered card they were using did things for them.

Many of the regulars who now use a card are also tipping, an average of $1 per transaction - as opposed to the fraction of the dollar the change was, when they paid cash.

An unintended consequence.

I've also noticed, when doing the weekly reports, that the average transaction is higher when using a Starbucks card than when using the other payment methods.

[Torontodude]

The technology should be in place to ensure that the card benefit is automatically applied. Failing that, partners should attempt to apply it without saying anything.

Above all, do not place the burden on the customer. It's unreasonable. Not every customer is an extrovert looking for conversation. Nor should customers have to demand something that was promised to them. This is awkward -- even confrontational -- and can lead to resentment.

It's not a matter of "just ask." Time and time again, I have seen proceedings grind to a when benefits are requested. Two to four partners gather around the cash register. They scratch their heads and try to figure things out. The customer is placed in an uncomfortable position. Not good.

Please see things from the customer's point of view. It looks like bait and switch -- or maybe one of those crooked carnival games. I'm convinced that's not the case.
But perception can become reality.

This benefits problem needs to be fixed. Now.

The bigger issue is Starbucks ability to turn things around. There is still a big disconnect between corporate initiatives and front-line execution.

[Happy Customer]

I have those "club discount" cards for many grocery stores. You know, the kind where in exchange for your personal information (e.g., registering for this card) you are entitled to a discount on certain products. Those who shop without the card pay full price.

EVERY time I'm at the checkstand, they ask, "do you have a club card?" No matter which store, every caashier will ask for my card (or phone number to input).

Why can't baristas do the same for their customers?

Let's have Starbucks take it a up a knotch by exceeding customer's expectations.

[Darleen]

This is so ridiculous. You should be fired. You're a horrible customer-service employee.

Geez, I'm gone for a week and come back to this same person spewing the same old tired crap. How many people have you fired since you've been on this site?

[John]

I don't recall but I thought I used to get two shots in my Tall Latte, then I switched to a Short Latte because I heard you get the same amount of coffee (i.e. same # of shots) with less milk so less calories but more coffee taste (higher coffee to milk ratio).

My local Barristas make my Short Latte using just one shot and I'd like to know if this is correct or not?

I've thought of asking them to add both shots (because they always brew two shots, add one to my drink but dump the second) but lately they've not been using a second shot glass, instead they just let the second shot run directly into the overflow tray.

Is a Short Latte supposed to have just one shot? Or should it have two? Or do I need to pay extra if I want both shots?

[Bill D.]

Upselling is evil. Don't do it. (Or does the company make you do it?)

Today I got a fruit cup and a bottled water.

Barista: "Do you have a Starbucks card?"

Me: "No."

Barista: "Did you know that Starbucks cards are free?"

Me: "No."

Barista: "Would you like a Starbucks card?"

Me: "No."

Now, in all this time, while people behind me in line are waiting, what did the barista forget to do?

He forgot to give me a spoon for the fruit cup.

OK, it's a small thing. But if he hadn't been focused on the company's needs (pushing something I hadn't ordered), he might have been focused more on the customer's needs.

Please stop upselling. Just focus on what we ordered, please.

[kristin]

a short and a tall both only come with one :)

[Jaymers]

I wish we didn't have to upsell, to let our product speak for itself. Unfortunately, it does. We are pressured to upsell, to chat folks up on the new goodies. I think that barista wasn't very casual about it.

I don't know what the big deal is about the card bennies. If someone hands me one, I ask if they've gotten it registered yet, and follow the procedure of hitting the card benefit button. It's very simple process. It's worth it to see regulars get excited about their drinks all over again and convincing them the card is the way to go, and most are enthusiastic about the new system.

It's all about connections

[LilBarista]

Anon

So I am a horrible customer service employee? Don't offend me, someone you do NOT know and you do NOT know how I work or what I am like at work. I provide legendary service everyday..I've known our customers for 3 years.. and I do tell everyone about the new card benefits, but frankly, many people don't care and many don't do it. It's not my job to hound them and tell them again and again. I will continue to let people know... but how dare you tell ME that I should be fired.

[smokey]

lilbarista: don't get too concerned about this CREEP that invades this site every so often. he has been warned by Mr. webmaster before. he always refers to partners as the "help" . he shows no respect what-so-ever to partners behind the counter. he is known as the "flame baiter" PLEASE IGNORE HIM! i am sure you do give legendary service to each and every customer. onward howie!!I LOVE STARBUCKS

[Posted By:]

Point blank, it is not the customers job/responsibility/requirement to get their card benefits if they have registered their card. It is the PARTNERS' responsibility to make sure they get their benefits.

HAPPY CUSTOMER is so spot on when it comes to how things should work. If grocery stores can do it, we should definitely be doing it. It does not take that much extra time and it will only make our customers happier to come back again and again.

[Turkey Bacon]

How do you make an Upside Down Caramel Macchiato? I searched the portal -- there is nothing.

[Sedg]

Upside down caramel macchiato would just be a vanilla latte (minus one pump of syrup) with caramel drizzle. Some people prefer it that way. Some people think they're being clever by ordering it that way. Some people think it helps make it 'their drink'. Whatever you want, I'll make it. Personally I'm not a huge fan of caramel macchiato - I find unless the barista (or myself) gets the foam PERFECT, the drizzle seeps into the drink and the espresso goes way too quickly.

[Proud Kittery Partner]

To a non, for starters your tone is downright rude. I truly dont care if you are a customer or not...act like a human being. Once you do that then maybe just maybe you will be afforded respect.
In regards to the sign on the window...It is tacky yet cute. Maybe it should have been placed at the registers rather than an outside window.
Registered starbucks cards: At our store some of us ask if their card has been registered and if so...then we hit the card benefit button and its as easy as that. No one gets hurt in the process.
I work at a store in northern new england...and we actually utilized the Super Bowl as a means of engaging customers in conversation. In fact, we had a drawing in which customers made their predictions for the final score of the Super Bowl. Their submissions were placed in a large glass Bowl. Come the day after the superbowl, whomever came closest to the final result won a couple of nice little prizes. One of them being the Customer Of The Week. I am happy to say that the team I was routing for...WON! Yeah GIANTS! I actually put my submission in there for the fun of it and came in 2nd place. My point is that sometimes utilizing sporting events or outside events can create great conversations amongst partners and customers. Creating that 3rd place. It worked at our store. As a partner that speaks his mind and isnt one to hold back...I know I was one of a few people in all of new england who was routing for the Giants...I took great pride in our Kittery Maine SUPERBOWL. It enabled us to engage the customers in conversation...It was our way of making our store stand out in a different way...And it let customers know that regardless of the outcome, someone was going to be rewarded. If customers feel valued they will come in again and again. One thing our store is known for is Friendly customer service. Thats one thing we take great pride in...And I took great pride in knowing the Giants kicked some Patriot butt. Hey what can I say I may live in Maine but I am a Jersey Boy at heart.

[-]

Costwise, would it make any difference to order the vanilla latte with caramel drizzle vs an upside down caramel macchiato?

[sbuxne]

"would it make any difference to order the vanilla latte with caramel drizzle vs an upside down caramel macchiato?"

Uh no it would be a vanilla latte with Carmel Drizzle. aka MACCHIATO = TO MARK? Barista 101 training?

cost wise would be the same as you should be charging for carmel drizzle anyway. IF YOU ARE NOT charging FOR DRIZZLE that is NOT a Recipe Component AKA a Vanilla Latte + Carmel Drizzle you would or should be charging for Drizzle otherwise you are not charging the incorrect price.

also i would agree with the guy that everyone thinks is crabby. a good Hospitable professional aka a Barista is to ANTICPIATE THE NEEDS OF THE GUEST. Be Professionals Otherwise we are the "other guy" SERVE YOUR GUEST! YOU make a choose to go to work everyday, there is a reason you are working for "starbucks" BE it.

Negativity leads to Negativity Know your Product Know your guest.

BE OF SERVICE

a PROUD Barista.

[almondlatte]

Anon

So I am a horrible customer service employee? Don't offend me, someone you do NOT know and you do NOT know how I work or what I am like at work. I provide legendary service everyday..I've known our customers for 3 years.. and I do tell everyone about the new card benefits, but frankly, many people don't care and many don't do it. It's not my job to hound them and tell them again and again. I will continue to let people know... but how dare you tell ME that I should be fired.

Posted by: LilBarista | May 10, 2008 12:47:37 PM

never asked you to ask every customer... just those that present the SBUX card as a form of payment. if they say it's not, then hand them that orange book thing. if so, run it for the discount (if applicable)...

this is nto hard. as sbuxne said, anticipate your customers' needs. that's your job, after all.

[huh?]

What does the above post even mean?

[MR CAPS]

Is there a CAPS virus on THIS site? It seems LIKE everyone likes to USE capital LETTERS even when IT doesn't contritbute TO their POST.

[sm]

With respect to the registered card, so far I see this as a customer relations failure based on its implementation. As soon as I heard about it, I registered two cards. I usually order soy and syrup and often get two drinks per day, so saving around $1.50 a day over the course of the week seemed like a nice deal...basically it would get me at least a couple "free" drinks per week. I heard about it here, but then saw the orange pamphlet in from of the register at 3 of my usual stores. (Note: Nowhere on the pamphlet does it say the customer has to advise the partner that the card is registered). After not getting the discount a few times, and thinking the promotion hadn't started yet, I asked the partner at one of the stores. She'd never heard of it. I had to point her to the printed piece, and she simply said she'd ask her manager about it later, but she wasn't aware of a discount. She was busy, so I let it go. I asked about it on here and several people suggested telling the partners it was a registered card. Started doing that (though I shouldn't need to), and the partners just swiped it as usual...with a receipt showing the upcharge. At all 3 stores (displaying the printed piece) I heard an "I don't know about that" response from partners, and one manager.

So, I called the SB 800# to ask how I should proceed to get the discount and the guy answering said he would call those stores and be certain their managers knew about the discount and how to key it in. He noted they were "behind" in setting up the system so that registered cards were identified upon the swipe but that it should be corrected within the month. He, too, said I simply needed to say it's registered until then and the staff would know how to key it in.

Days laters I still hadn't received the discount unless I spoke to a manager or managed to get the same staff twice after I explained it to them. I did send a message to customer service last week via the SB website and to date haven't received a response.

I agree it's not difficult to say I registed my card, if that were all there was to it. Clearly not all stores or staff are onboard with the program, and it is unreasonable to expect customers to have to stand in line with people behind them in the morning trying to explain why they are supposed to be getting a 40 cents discount. IMHO, I took the step SB asked me to take, which was the register the card. After that, SB needs to do whatever's necessary on their end (training, communication, system upgrades) to deliver.

[Crema the crop]

I agree, SBUX Newbie, what are you trying to say?

Caramel drizz is a topping, and since it is not being used *in* the drink, it is free. Do we charge for dolce topping? Nutmeg? Cinnamon?

JSY.

[SIRINTIAHUGSEVS]

After working for 9 hours, I would just like to say that I am irritated to no end with the woman who orders a single grande vanilla latte and demands to be charged for a grande vanilla creme + an add shot.

UGH.

[Registered Card]

Agreed, SM. I only asked because I'm a once-a-weeker at SBx (only place in town to get my NYT X-word) and although I like to check this site out, there have been some times where I've known of some promotion or whatever that is going on that I've had to explain (not all the time at SB, BTW) to customer service and it's all awkward.

It should be incumbent on SB to figure out a way to prevent introverts who haven't had their caffeine yet feeling like pests.

Good to know I shouldn't expect a discount from my local Safeway. Thanks, Luvalmond.

[EXPIRED DRIP]

One main problem from the baristas POV is that customers don't whip out their Starbucks cards until the transaction has been totaled. At that point, the barista has to know to exit the screen and modify the order to apply the card benefits. Since there's no visual cue other than the SBUX card itself, I myself have just plain forgotten about the discount. There's no excuse for baristas not to know about it, but please do excuse me if I forget to ask you when I'm worried about rebrewing the coffee while trying to work a line 15-20 people deep.

[Sarah]

Ok. So. I really don't care for the Pike Place roast. I've tried it a few times and I find it to be sort of muddy tasting. (like, literally, sort of dirt like)
If they're not brewing anything else that morning, is my only option a french press?
Or I suppose I could try an americano...?

[Mrs. Tillinghamshackles]

Sarah -
The store should be brewing an alternating bold coffee until at least noon.

If you're there later you can request a french press. Just be prepared for some variety on policy. Some stores will make you pay for the whole press, while others will let you pay for it if you want the whole thing, but will otherwise only charge you for the size cup you want.

And yes, you could indeed try an Americano!

[a non]

@Mrs. Tillinghamshackles

Best name ever.

[Mrs Tillinghamshackles]

Thanks, dearie :)