OPEN THREAD conversation-starters: Ex-Starbucks CEO Donald is named to Rite Aid's board; Starbucks to pay $3 million in mileage reimbursement suit; and store managers will meet in New Orleans this fall

Take your pick -- discuss these items from the past week, or bring up anything else Starbucks-related in the weekend open thread.
> Starbucks to pay $3 million in mileage reimbursement suit
> Former Starbucks CEO Donald joins the Rite Aid board
> Starbucks plans leadership conference in New Orleans

Comments

[texasranger]

i got to an sbux in ft worth. pls help me understand these gift cards. the barista told me i got free refills with the registered card one day when i came back in for the second time in one day. so i bought one. i get my usual morning cup of PPR and then come back in in the afternoon and ask for my free refill and she looked at me like i was crazy. i said you told me free refills. shes like well you have to have your cup. im like i threw it away. am i supposed to keep my original cup????? i asked her if im supposed to bring a travel mug and she said that would be better. THEN she charges me 50 cents?? WTF is free about that?!?! PLEASE EXPLAIN

[APPL]

Texas Ranger:

The refill policy works like a refill policy at any restaurant. You get unlimited refills, but only in the same store and same visit. IE - People at McDonald's aren't allowed to keep coming in to fill up their cup with a soda.

At Starbucks, you do get free refills on your brewed coffee, but again, only in the same store and same visit. As soon as you've left the store, you are no longer eligible for refills.

And yes, you should keep your cup, although if you have a traveler mug, then that's even better because you get 10 cents off on your initial purchase.

[radiopromoguy]

Free refills are technically supposed to be during the same visit and with the original cup.

[almondlatte]

I will say that due to SBUX poor execution of the card benefits plan, the free refill with a registered card plan has failed completely.

At this point, SBUX should have just said yes (JSY), given the customer a refill and moved along.

Once again, poor service at SBUX. Pretty typical these days, though.

[APPL]

I wouldn't say the benefits program as failed completely, but it hasn't been a success by any means.

In my store, it seems as if the only people who use it are regular customers. So these are the same people who came every day, and were more than willing to pay for soy and vanilla, but instead are basically getting a discount and not showing a return-on-investment to the company, at least in the short-term.

The main reason this program isn't working out is because of the logistics. It is not a reasonable expectation on our part to have customers tell US that they have a registered card. We are spoiled by technology and have the mindset that everything should be automatic. In my opinion, if we can clone body parts, then we should be able to have a sbux card system that automatically does the discounting in one swipe when you are tendering the transaction.

The other major part of this all is marketing. The marketing has been non-existant practically. Isn't the idea behind this whole program to drive traffic to the stores? Well how is customer who left Starbucks for Dunkin Donuts supposed to know about this program when the only marketing is within the stores? We have the little pamplets and window clings.

I think more people know about Taco Bell's new value meal system than our card benefit program.

[Poppy]

APPL wrote: ...we should be able to have a sbux card system that automatically does the discounting in one swipe when you are tendering the transaction...

Absolutely!!! As a customer, I feel like I'm being pushy or demanding when I have to point out AFTER the transaction that I have a registered card.

...We have the little pamphlets and window clings...

True, but I'm STILL encountering baristas that aren't aware of the free refills or syrups, when it's been on the pamphlets for WEEKS now.

[A Lawyer]

It's clear that Starbucks corporate has a lackadaisical attitude regarding informing employees of the registered-card benefits -- because those benefits deprive the company of money. It may take a class-action lawsuit on behalf of people who have been charged for what they should be getting for free to get Starbucks to move on this.

[ANON]

I was never reimbursed for mileage and have always wondered why I had to eat the costs of gas when I was told to go pick up something from another store or to run other errands. But the article says the settlement only applies to Store Mangers, Assistant Store Managers, and Shift Supervisors, anyone know why since I and other Baristas also had to drive our cars and were never reimbursed for our gas?

[phaSER]

what's in summer phase 2?

[shareholder]

i have 1 share of sbux. i bought it oct 2007.

why wasnt i sent anything for the 2008 shareholder meeting?

[Hang-10]

I love it, Starbucks denies it did anything wrong,but pays out $3 million, and refuses to let the attorneys for the workers discuss the case. What is Starbucks trying to hide?

[CaCoffee]

With gas nearly $4 a gallon, I think it is pretty sad that Starbucks forces store employees to pay for their own gas when doing business for the Company.

CC

[Pat Nerr]

"I love it, Starbucks denies it did anything wrong,but pays out $3 million, and refuses to let the attorneys for the workers discuss the case. What is Starbucks trying to hide?"

It's called an SOP in "lawsuit language". I'm sure they didn't knowingly not pay them hence the not admitting fault... however, a big company should know better... especially in CA. Some day this lawsuit binge will end and Starbucks HR and Regional offices will get policy in place AND enforced <~~~ key word

[mockams]

I, too, am a barista that has used my personal vehicle for Starbucks business. The no-reimbursment policy is awful. I make $7.00/hr and this quarter didn't get enough hours to even stay benefits qualified. And the company wants ME to spring for the vehicle costs to go find cups or lids at another store? Give me a break. Howie should be ashamed.

[Cali ASM]

Here in Calif. we now (just this year) get reimbursed for mileage. Trips to the bank, the grocery store, other sbux's, and trips to district meetings, etc. we can now claim. It's only $0.50 a mile, but it's nice to just get something.

Here's a problem that I think we all know too well. Starbucks wants us (managers) to manage our inventory in a way where we're not ordering too much. The problem is, is that by not over ordering just a little, we run the risk of running out of supplies and, therefore, need to travel to other stores or the grocery store to get the supplies we need (i.e. apple juice, sugar, cups, etc).

I understand ordering affects our P&L, but imagine how convenient it would be to both our stores and our customers if we had everything we need in stock always (of course some stores, like my own, are too small to stock a lot of inventory).

Any thoughts on inventory management?

[wholahay]

Jesus Christ...just close down all the CA stores already!

Those people are so SPOILED

[ASM]

Amen WHOLAHAY!

[xxx]

i would never send a barista or SS out on an errand unless it's critical. I go get product or, see if the next person in is going by another store.

[MochaChoka]

It's always been enough for me to still be on the clock for the errands...and believe me, I've run quite a few errands and have had to travel all over the freaking place to pick things up. I try not to send baristas...just cuz the one time we asked a barista to do it they took a side trip to Wendy's...and ate there...while on the clock...before coming back. Not. Okay. Now only Shifts and the Managers run the errands.

[lattegal]

The refill policy at Starbuck without your Starbucks card is that while you are in the cafe you are allowed a refill for .50 and that is for coffee, ice tea, or iced coffee. And you should have your cup that you just used with you. (I hope we are all trying to do our part being GREEN)

With a Starbucks card, the same policy is in effect, while you are in the store you are able to receive a coffee (only) refill at no charge and you should have your cup with you. The barista should ring your first drink up by swiping your Starbucks card and then they have to swipe it again when you pick up your free cup.

Unfortunately, people think you can just save your used cups and bring them into the store for unlimited amounts of refills...but in reality that is called stealing. When I go to a fast food place, I do get unlimited refills at no additional charge during that visit, but I can't save my cup in my car and the next time I go into a Wendy's take it and fill it up but that's what people think they can do at Starbucks. Starbucks does NOT have an "unlimited refill" policy. If you are a partner read your resource manuals and training manual. The actual policy is written in both of them.

Plus if you read the little Starbucks card handout that we as partners should have read before giving it to our customers it states that the free coffee refill is while they are staying in the store and not 10 hours later.

[espressoblend]

Lattegal,

While you may be right in concept, your attitude is abysmal, which invalidates any correct information you may have.

I certainly hope you are not a partner. If you are, you should be immediately be retrained or terminated from employment effective immediately.

It is very much not the customer's fault that the refill policy is being abused. Yeah, I'll give it to you that there are probably a very small percentage of homeless people and/ or cheapskates out there, but for the most part, it's the kind of guy like the first commenter on this blog post.

It's vague, especially now with the Starbucks card benefit deal going on.

So, with that, I'd highly recommend you get off your unearned pedestal and politely teach customers how the program works. If there's confusion, just say yes for the free refill, tell them how the program works and move off of it.

Remember: The first rule in customer service is that the customer is always right. And if they're not, refer to the first rule.

You truly need some retraining. Truly.

It's people like you that are the true reason Starbucks is failing. Not the machines, not the stores, not the product... it's you.

[Regular Customer]

Wow EspressoBlend. Look at your attitude in response to LatteGal. If you negate someone's correct information because you don't like the way they deliver it, perhaps you should be terminated or retrained. By the way, the customer is NOT always right. That is and has always been a myth in the service industry that people like to point to when they are trying to teach a "newbie" a lesson. Just one of millions of cases in point: Customer comes in and says I want a coffee and a cookie, but I don't want to be charged for the cookie. I tell the customer that the cookies is 1.50. They say, no it is free. You want to keep telling me how the customer is always right? I have just falsified your so-called rule with one example of which there are many. Get over yourself Espresso.

[baristagrl]

I was involved in a car accident while on an errand for Starbucks, which has cost me a decent amount of money.

It was my fault, but still, if I hadn't had to go pick up something (whatever, I don't remember) it wouldn't have happened.

We should be reimbursed for mileage, in all parts of the country...

[Brandon]

Depending on your state, Starbucks could be 'liable' for the damage, since you were working within the 'scope of employment'...

[Mike]

The refill policy is indeed, as stated above, while a customer is in the store and for brewed coffee, iced coffee and iced tea only. We haven't had any problems in our store. It's tough for partners sometimes I think drawing the line between policy and the Just Say Yes philosophy. In our store, if a customer walks in with a cup (and it happens a lot) we explain the policy to that customer but offer to give them a free coffee that one time, with the understanding we will enforce policy next time they are in the store. Most customers are cool when you take the time to explain policy to them.
Same thing with breaking $100 bills. Now that we are not allowed to break them out of our drop boxes (for security reasons) a lot of our customers get upset when we can't break it, or we're giving them a lot of smaller bills back. But when I explain the safety consequences to our partners, and also involving my own job security, customers respond and understand what being held accountable to a policy means.

[TCOFFEE]

Anyone have any idea when the next Black Apron coffee will be coming out? My wife and I really enjoyed Colombia Nariño el Tambo, and would love to try another great, unique coffee.

[jacob b]

As far as I know, the Black Apron Exclusives program has been put on "hold", primarily because of the focus on the development and roll-out of Pike Place Roast. I'd guess we might see a new one in the fall at the earliest.

[espressoblend]

First, RegularCustomer, I'm a customer. So, no terminations or retraining needed here.

Second, get off of it. I would have thought you could be smart about what I said, but obviously you're the literal kind of person.

So, with that, I'll restate. The customer is ALWAYS right on reasonable requests.

The refill policy (in conjunction with the Starbucks card benefits program) is hazy. Reasonably, the customer, through Just Say Yes, should have received his free refill and a polite explanation, as Mike mentioned above. It was the only polite and professional thing Starbucks could have done to fix the issue between the mishandled customer and the store.

It's completely called for considering how Starbucks has completely dropped the ball on rolling out the Card Benefits program.

You clearly did not "falsify" my point. You just took it completely literally, and failed to truly grasp it. The customer-is-always-right thing is clearly fact. No myth there. More times than not when I'm in a service store (retail, etc) and don't like an answer, I'll ask for a manager. Nearly 100% of the time I get my way, and I'm sure the person who was rude, wrong, etc gets retrained, disciplined or maybe even fired. Seen it happen before, probably will see it happen some more in the future. Point is, the customer is always right in reasonable situations. That's why they say the customer is king, you know.

So, yeah. Now both you AND lattegal can be wrong together. Awesome!

[APPL]

I just want to add on that in the new BRM, it also says that Misto's are part of the refill policy.

Now here's one for you guys. It says Iced Teas are fair game in the refill policy.......what about Iced Tea Lemonades? I know many stores are very hit or miss on this.

[Grow Up]

Customer is not always right.

That is the first thing I was taught in the service industry.

http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/

[Melody]

The difference between lattegal and espressoblend is how they look at potential customers as they approach the counter:

Lattegal sees a customer who is trying to bilk Starbucks of 54 cents, or $1.42 or some other small amount of money. What she doesn't see is a much larger picture of a customer's spending habits.

Espressoblend sees a customer who maybe is confused, maybe not, but is interested in Starbucks' core competencies, and should be kept as a customer because this is the same person who might be buying pastry later, some beans, or even a french press. The 54 cents seems insignificant to him in the bigger picture.

I'm with espressoblend.

As I've got my personal tumbler and I spend some time walking from one end of Seattle to the other downtown (from Pioneer Square to the Market) I might literally walk into Starbucks 3 times along the way. By the time I get to the last one, I say "Can I get a refill of coffee? I just got this coffee at the Starbucks on 1st & Yesler." (this is a hypo btw). By the time I get to 6th & Union, or 7th & Pike, I hope that the baristas there will just say yes to a refill because I don't want to have pay $1.42 again for coffee when I've bought a cup of coffee, and iced beverage, and now I want a refill of coffee, all within an hour at 3 different Starbucks.

Given that there are a million Starbucks, your customer could have similar experiences, from a car.

The better approach is to let it go. The customer who is made to feel like he or she is "cheating" by the barista won't come back.

[ESPRESSOBLIND]

ESPRESSOBLEND, you are what is wrong with this nation. You feel that everything has to go your way or the highway. Well guess what, it doesn't!

The customer may be part of the key, but without workers the customer is out of luck. I bet you big money that the people who serve you both A)don't like to deal with your poor attitude and B)make fun of you behind your back. If you don't like the service, LEAVE, NOBODY'S STOPPING YOU!

[Melody]

Espressoblind and others, do you remember the Starbucks of the mid 90s? Do you remember what it was like to walk inside one and what you experienced? Starbucks held on to customers. Held on tightly.

Today I had one barista who was confused about the registered card benefits, and it was difficult to get any attitude from her other than "you're lucky that I'm even making the soy no charge" and another barista who had a band aid on her face (facial peircings should be removed, imho), the music was BLASTING at that Starbucks, and another who gave me the attitude PPR or the highway. No suggestion of a french press at all. It's polite to suggest it. It shows you care. No suggestion of an Americano. I walked out of there with no coffee at all. There was nothing for me to drink.

Perhaps it was just a bad day as I was bopping around the Bellevue area and visiting some Starbucks that I rarely go in to at all, but I'm going to be so thankful to familar baristas again tomorrow, who I KNOW will make a french press or will just smile, and ask me how my day has been.

Perhaps I'm in a bad mood today, and I was out running around in places that I'm not usually at, but I got less than satisfactory customer service, imho.

[AliCat]

So, I completely agree that if a customer is confused, give them the coffee for free and politely let them know what the policy is.

However, people have been abusing the policy long before the Pike Place/new coffee roll out business.... for those people who, daily, abuse the policy because we HAVE to say yes, there has to be a point where you put your foot down and say I'm sorry sir/maam, I have to charge you for a cup of coffee.

Some customers are confused, don't know, make a mistake. Forgivable - and I'll give you free coffee with a smile. Bring a brown, cold, soggy cup in at 5:30 when we open our doors in the morning and demand a 'refill,' and that's a different story. It's just a few cents, but the same people who abuse it are the same people who abuse other things... I feel like now, more than ever, our JSY policy is public knowledge, and most people are cool about it. There are those select few, however, who try to get anything and everything for free, and if they get caught working the system, they feel like they can do or say anything to make a fuss.

The customer is NOT always right. Some go out of their way to deliberately be wrong.

[Melody]

Alicat, that's very short sighted of you. Thankfully, as I wonder around downtown Seattle with my personal tumbler, many baristas know me, and they can even feel that "Oh yes, it's even still warm from her last cup of coffee" which may have been just one hour ago.

I don't usually even ask for a FREE refill (though my card is registered) but sometimes I'll ask for the refill price of 54 cents.

Alicat, by your definition, I abuse the refill policy. I walk into your store, and you don't know me from adam, and I haven't been in YOUR store within the last 2 hours, and I say "hey I just bought coffee an hour ago from xyz Starbucks" or I say, "hey this is my 5th trip into Starbucks today. I had a doppio con panna before, and before that I had ...", and by your definition, you're going to tell me "no." You'd charge me $1.42.

I'd bet the customers who >>"Bring a brown, cold, soggy cup in at 5:30 when we open our doors in the morning and demand a 'refill,' "<< are few and far between. Very few. And your attitude is that that person must be scamming you. For all you know, that person bought a pound of beans the day before for home, and bought several cups of coffee and/or espresso beverages recently.

It really is better just to give them a cup of coffee and be okay with it. You'll carry far less tension in your back, and you'll have a bigger smile for the next person in line rather than going from a state of anger to trying to make the next person happy, and you just don't know what that man with the soggy cup might be buying tomorrow.

But I guess I don't have to worry about any of this considering the amount of drip coffee I've been buying at Starbucks has been slashed in half ever since PPR has been on the brew, all the time, all day, with no bold option in the afternoon.

[Random]

Aww, how cute Melody. I didn't know you were such an amazing customer that Starbucks was dependent soley on your business and policy doesn't apply to you.

Yah, I'd bloody charge you. Surpise, I follow policy! You didn't get your original drink from my store, you're not getting a refill from my store.

When I'm outside work I may get a temper, but I know how to leave it at home. But there is one thing that is a consistant: I refuse to STEAL. From my own employer or from another company. I will not give you a free drink you are not entitled to via policy, because thats me facilitating theft. I may be 53 cents and my manager or corporate may not notice, but my conscience will.

You may not know it, but these "brown, soggy cup customers" are getting more and more regular. And a serious problem.

[lattegal]

Well, let me clarify my posting. I'm not a newby and have been with Starbucks for 2 years. I was clearly stating the Starbucks "written" policy. It's the policy that is in our training manuals, and it's actually written on the little promo material that is handed out to customers that explains the new Starbucks card loyalty program. I didn't write the policy but I was "TRAINED" correctly and therefore, I can tell you what the policy actually is.

Now with that said, I will say that though I think that the policy should be enforced if we have it, I mean this is where the problems happen because partners are trained to do the right thing, and there are others who don't follow the policy. If the policy needs to be changed then lets change it so that everyone is on the same page. I mean it's not my company, but I was hired to do what they ask me to do...so I know the "rules". But I will say that this policy is loosely at best enforced. I give refills to those who use the same cup day after day. I've even refilled a cup that said Barnes and Noble on it. And I did it with a smile and no instructions letting the customer know "I'll do it this time, but just so that you know our refill policy is..." So providing great customer service is actually one of my strong points.

In my previous post I only stated the policy. And Espressoblend you go crazy and totally insult me (thankfully I'm not going to lose sleep over it)! Sorry, I didn't write the policy...and every company has them. And I do think there are customers that take advantage of our "just say yes" policy and that they don't pay for what they should. I had a customer who started yelling at me for charging her for the chocolate in her chocolate milk...explain that one to me!

And your comment "Yeah, I'll give it to you that there are probably a very small percentage of homeless people and/ or cheapskates out there, but for the most part, it's the kind of guy like the first commenter on this blog post" is actually very incorrect. Yes, the guy in the first post was not treated correctly and I'm very sorry for that. But in response to the rest of your comment I will say that I have one homeless guy that comes in and he NEVER expects a free cup of coffee but yet many non-homeless people (professionals) come in for refills...and remember you called them "cheapskates". So since you don't work at Starbucks and see who does what it would be good for you to know what you are talking about before you throw junk in my direction.

I'd be surprised to hear if people save their Wendy, McDonald or Taco Bell cups, and take them all over town for refills...but maybe they do...I've never worked for any of those companies.

If you want to go into a store and get the manager so that you can "get your own way" go ahead...spread the cheer around. The customer is NOT always right and if you worked on the other side of the counter for any period of time you would see that there are so many people who try to take advantage of things, get things free, expect special treatment, etc. I've been in retail for almost 20 years and the longer I'm in it, the more self-centered people have become.

So as for Starbucks...do most Starbucks partners try to do all that they can to please a customer, ABSOLUTELY! Do some partners need a bit more training...ABSOLUTELY! Is there room for improvement at Starbucks...ABSOLUTELY! Is there a need for better communication with our partners and customers about the loyalty card program...ABSOLUTELY! Are there some things that we just aren't going to be able to do...ABSOLUTELY! Are there some people we just aren't going to please...ABSOLUTELY! And in all this we keep trying our best...ABSOLUTELY!

[espressoblend]

The customer may be part of the key, but without workers the customer is out of luck. I bet you big money that the people who serve you both A)don't like to deal with your poor attitude and B)make fun of you behind your back. If you don't like the service, LEAVE, NOBODY'S STOPPING YOU!

Posted by: ESPRESSOBLIND | May 17, 2008 8:55:04 PM

You know whats even funnier? Without customers, us customers wouldn't need you baristas. There'd be no Starbucks afterall! Yeah, that's right. I mean, well, with no incoming cash you wouldn't have salaries or, hell, even jobs! Pretty funny, huh? I can tell you that baristas are FAR easier to replace than customers, so, in the eyes of Howard Schultz himself, he'd MUCH rather take a gaggle of paying customers than that of disgruntled, unrightfully entitled employees that make subpar drinks and give poor customer service experiences.

I only try to impress a certain "class" of people, and the people that serve me my coffee aren't exactly the sort of people that sit in that class. Frankly, I don't care if you don't like my attitude OR if you make fun of me when I leave. You're paid to deal with people you may not ususally deal with in your normal, non-work lives. If you don't like that, well, you're an at-will employee. You're free to leave. As for the making fun of the people that pay you... well, that's just immature, and, frankly, if you're 25 working at Starbucks, it's no surprise. You're pretty immature just for that.

I think you need to realize this: you're there to SERVE the customer, not the other way around. If I don't like the service, it's your duty to fix that. Remember, the customer pays your salaries and you need them more than they need you. If you don't like that, well, what did you say: "LEAVE, NOBODY'S STOPPING YOU!"

[Peaches]

Wow, we could all be camping right now, because this is in tents.

[Melody]

>>I didn't know you were such an amazing customer that Starbucks was dependent soley on your business and policy doesn't apply to you.

Yah, I'd bloody charge you. Surpise, I follow policy! You didn't get your original drink from my store, you're not getting a refill from my store.<<

Starbucks is not dependent on my business. But again, the much larger picture is that all of those customers add up. One by one. If you're attitude with customers shifts to "just say no" then you'll find that Starbucks will end up with this really cute thing that Howard Schultz has coined "negative store traffic."

That's fine. I'll pay $1.42. But I spend at least $300 a month at Starbucks (at least, and I tip probably another $200 a month), including beans for home, a new mug now and then, once in a while a new french press, and espresso drinks ... Perhaps I should take my $300 a month elsewhere ...

Once upon a time Starbucks had 'guidelines', and empowered baristas to make choices that would make customers happy and come back over and over and over again. It appears now that you're telling me that the only thing that counts is "policy."

There is a larger picture to think about. There most certainly is a larger picture. And again, the catch phrase is "negative store traffic."

I'm not even talking about something I do regularly. But I'm referring to the times where within an hour of having a walk and some exercise, I've walked into yet another Starbucks and bought yet something else. I guess I should just walk by. It would be easier on my wallet, and nicer for you not to have to deal with customers who are constantly buying things.

[lattegal]

PEACHES - funny comment! I got a chuckle out of it. :0)

[Random]

You've overlooked the whole "I refuse to steal" part of it all.

Which is the real conglomerating idea to all of the points.

[espressoblend]

You've overlooked the whole "I refuse to steal" part of it all.

Which is the real conglomerating idea to all of the points.

Posted by: Random | May 17, 2008 11:00:12 PM

I call crap on this one... if you're an employee, which I think you are, then consider this:

Have you ever goofed around on the clock? Ever did anything other than be completely, 100% productive, furthering profit for Starbucks while on the clock?

I'll bet you've checked or cell phone or even bet you've even talked with your co-workers about something other than coffee, operations, etc. (GASP!)

There's really no way you can be 100% productive on the clock. No way. BUT, for every minute you're getting paid and you're not being productive, you're essentially stealing from Starbucks. They're paying you for work not done.

So, I'd highly suggest you not say you don't steal from the company. I'm not so sure your ethics are as pure as you state they are.

That said, this example is extreme. But, so is your statement regarding not giving free refills when JSY indicates that you should in this case due to the hazy matter that is free refills in regards to the new Card Benefit plan.
(Sidebar: just because you understand the policy, that doesn't mean it's being communicated to the public. It's your job to make sure people understand, but you need to do it politely and professionally.)

You can't pick and choose what policies you'll enforce... it's all or none, under your ethics.

I'd say that you need to step back and learn how to deal with a customer. You're a complete failure as a service-industry employee at the moment.

[Melody]

I just noticed a horrible typo in my post!
>>
If you're attitude with customers shifts to "just say no" then you'll find that Starbucks will end up with this really cute thing that Howard Schultz has coined "negative store traffic."<<

It should say "your" and not "you're"

And Random, I hear what you're saying. You've won the war, but the real question is who will win the battle? (I assume you're familiar with that turn of phrase).

If you could ask Howard Schultz himself exactly what he would do with my hypothetical situation, and how he would handle it, what do you think he would say? I'm NOT talking anymore about a customer that comes in with a day old used paper cup asking for a free refill. I'm talking about someone who genuinely makes above 4 trips per day into Starbucks (buying espresso drinks, food, naked juices, and so on ...), and when she walks in, it's likely you'll recognize her as a regular.

What would Uncle Howard do?

[MusicGal]

Melody, that phrase should be posted in every Starbucks around the nation:
WWUHD? (What would Uncle Howard do?) :D

[localasm]

Anybody see this article about how the forced smiling and having to take insults and such on the chin results in increased stress? No wonder!

http://www.upi.com/NewsTrack/Top_News/2008/05/16/scientist_smiling_can_hurt_your_health/2772/

The link on my name is clickable if this one is not.

[Regular Customer]

Espressoblend, you need to get off of it. Take a step back and look at your incessant tirade. You clearly fail to grasp the nuances of language and the fact that typed blog posts tend to lack nuance. Words have meanings. It is that simple. To chastise me for interpreting the word ALWAYS to mean ALWAYS rather than the vague moving target you envisioned prior to failing to clearly define your stance is both preposterous and ignorant. You even had the nerve to take "random" to task on the issue of "stealing." In your crass style, YOU should have KNOWN what random meant. YOU certainly should have been smarter, but YOU decided to extend the meaning of STEALING to suit your argument. Gee, I guess it's OK for you to play the semantics card, but the rest of us are utter fools for not having the ability to read your mind! If you think I am being pedantic, it is because you seem to need the lesson. The customer is not always right; I would extend that to, the customer is actually rarely right except in egregious cases of negligence (failure to remove a sign marked 9.99 when the product price has gone up). So, in the end, your claim was falsified; you don't like literal interpretations? Then perhaps you should consider polishing your written communication skills so that you don't end up here again.

[Darleen]

Come on guys, do you not realize that Espressoblend is A NON? The same flame thrower with a new tag? I'm surprised that the regular posters on here didn't pick up on this. As for the re-fill policy, I always use JSY, it's 54 cents, and a small amount to lose a customer over. What I do when I have customers that are not the best behaved is turn it around and be very friendly to them and welcoming, I have turned some grumpy customers into life long happy customers. It's not that hard, and the both of you leave that transaction feeling really good about it. As far as RANDOM goes, I think he has the right intentions, but it isn't going to win the war. He will most likely lose some customers over this and we, at this time of shaken economy, shouldn't let ONE customer leave our store feeling badly.

[Darleen]

I only try to impress a certain "class" of people, and the people that serve me my coffee aren't exactly the sort of people that sit in that class.

Case in point, this is A NON, at his best. We are just the "help" to him. I feel sorry for you at times, must be a lonely existence not having friends. If you treat people this way it will come back to you.

[texasranger]

I didn't know my original post would cause this. Thank you for the responses. I have to say, as a customer, the experience (buying a gift card and then realizing it's useless to me since I never stay in the store and don't use syrups, etc.) has been annoying. I'll just use it up and never buy into another Sbux promotion again.