OPEN THREAD conversation-starter: Are you noticing that your "regulars" are less regular because of gas prices?

My sister used to drive several miles daily to get her beloved chai tea at the Woodstock, Ill. Starbucks. Last weekend she told me: "I haven't been to Starbucks in ages!" The cost of the drive did it. This story says my sister isn't alone is giving up her Starbucks fix. Are you seeing regulars "vanish" as gas shoots over $4 a gallon? Discuss this or anything else Starbucks-related in the open thread.

Comments

[DTRBOY]

There's been a definite decrease in sales, and we might even have to transfer our ASM out of the store :/

[Ruth Ferguson]

Yes, I do not visit as often not because of the drive to it is out of the way but now one drink is the equivalent of a gallon of gas, which is aobut a day's worth of driving so....

Besides the general foods version is pretty comparable.

[TiredASM]

And yet still, people are more willing to let their cars run for 10 minutes while they wait in a line that goes into the street than to park, come in, and conduct a transaction that would take about 30 seconds.

[Alex]

I have noticed some of my regulars becoming less and less frequent, although most of them chalk it up to work/time commitments, or the economy in general- haven't heard anybody blame gas specifically, but I can easily see how that would be the case.

It really bums me out, actually- I love my regulars. They make it easier to deal with the rude customers =(

[Trent]

I cut and pasted this in a the Howard Schultz topic but I think it got lost in the shuffle and noone commented on it.

I don't know how many people actually read the My Starbucks Idea.com site, but I found this really eye opening post in the BRING BACK THE BOLD thread. Melody I noticed you responded to that person's post. Here it is...

"I am a Starbucks partner in San Jose, CA and wanted to share the results of my "Back to the Core Tour" that examined this very concern for our customers. I think we really need to post our brewed coffee options in a visible area for our customers, because our partners are much less likely to offer a French Press or brew the leftover Morning Pick based on these results. Here are the results: 7/25 stores offered a French press of a bold coffee of my choice 12/25 stores offered an Americano 1/25 stores offered Pike Place Roast with add shots 2/25 stores offered to brew a batch of their leftover Morning Pick 1/25 stores offered no alternative, and allowed me to walk away 2/25 stores when to their Morning Pick urn, realized it was empty, and served me Pike Place Roast instead Of the 25 stores, 7 offered me a French press of a bold coffee. 5/7 stores charged me CORRECTLY for a tall French pressed coffee 2/7 stores charged me for the entire French Press 1/7 stores sampled the rest of the French press to customers and/or partners 5/7 stores gave verbal and/or non-verbal indications that I was an inconvenience 14/16 stores that did not offer a French press were in a low/no volume sales environment Other Notes: The average espresso shot pull length for all 25 stores was 11.5 seconds 1/12 stores served me an Americano that tasted "bold" 2/25 stores gave me a cup discount on my for-here mug 4/25 stores had splash sticks available at hand-off and/or condiment bar"

Really interesting information. It totally opened my eyes.

[AZSBUX]

I have become less frequent because it takes so long to get through the line. I won't wait in line for 10min for a cup of coffee and a muffin. I can see the line from the parking lot (no ddrive thru available) and pass on by if there are more than 3 people in line. Baristas too chatty, customers not paying attention the their order, browsing thru the candy, CDs, teddy bears, mugs, knick-knacks, etc.

How is that Self Service initiative coming along?

[pdxguy]

Self service initiative is more than likely dead. Howard hates it and it's impersonal. It's still being tested here as part of the lean program, but I cannot see upper management allowing it to roll out full.

[Ex-InterstateBarista]

I definitely have been going less because of gas.

Also, I don't like the iced coffee and I'm actually going to McDonalds (which is down the street) for that fix.

[AZSBUX]

okey dokey,

It looks like the folks that are in charge are trying to make more money by extracting more money from fewer and fewer customers.

That has failed from $38.00 to the currrent $16/17 stock price. What makes them think it will work better going forward?

Oh well, it's your company and we are all free to choose.

bon chance.

[burned barista]

Has anyone ever dealt with a partner resources investigation in their store? I was recently terminated by them and they didn't even tell me what I was accused of or anything like that. They just asked everyone if they knew anything about sexual harassment, drug use, or inappropriate relationships and had them made statements saying it would be confidential blah blah. I told them I didn't know anything and then they were like "oh yeah by the way you're suspended" They didn't tell me what was said about me or anything.

After all was said and done it turns out one of the keyholders was having an inappropriate relationship with a barista. They wanted to get rid of that keyholder because they were the only one that made people work. Supposedly it was a pre-planned thing that some partners decided to do and I got dragged into it. I was never late, had no corrective actions, never asked for time off, did more than I was expected to as a barista, got half 2s and half 3s on my performance reviews, etc and I was there for 18 months. I'm amazed that all it took was 2 or 3 people making a statement to get me fired without warning or explanation. I knew that people wanted me gone because I was something of a 'watchdog' or 'standards bearer' or whatever you want to call it and 25% or so of the store hated me for it, but I never sexually harassed anyone or had any inappropriate relationships or anything like that. After I got fired some people that still work there told me they fired the best employee in the store.

We had two ASMs and one of them was going to have to be transferred. The one that got fired was a superior employee and people think the whole thing was some elaborate ruse by the other ASM to save her job. The inappropriate relationship was the perfect excuse to call the 1800 numbers.

Has that ever happened to anyone? Do I have any recourse within the company? All they did was ask me if I knew anything about harassment or whatever and then they told me I was suspended. They didn't give me details or anything. I never had a chance to respond to the allegations which I don't even know if they received since it's all 'confidential' Then a week later I was fired along with the two people they came to the store for.

[Stan]

This should help:

Starbucks bringing back bolder coffee: report

http://biz.yahoo.com/rb/080619/starbucks_coffee.html?.v=1

http://online.wsj.com/article/SB121392012139190357.html?mod=yahoo_hs&ru=yahoo

[Mee]

Gas prices aren't high enough if people still let their cars idle for ten minutes in the parking lot (we have no drive through). And it isn't even extremely cold or hot so you can't argue it's for heating or a/c for the dog or whoever left in the car... geez.
Maybe they believe this will fool the parking enforcement guy since some of them prefer to park in the no stopping area right in front of the store instead of the parking spots 10 feet away. But it is still such a stupid waste AND they get their tickets anyway, since it is "no stopping" and not "no parking"...

[John H]

The news about bold blends is most welcome!!
I only hope its everywhere and not just some places - I had just about resolved to give up my daily trip to Starbucks as the ONLY drip coffee I could get in the PM was PPR (yuck).
Love Starbucks .. but hate PPR.. bring back the great Bold varieties! Hooray!

[thatgirl]

Woodstock, huh? I live in McHenry Co, though not quite that far out.

I was a barista at the Bullseye licensed store for six months, and while I don't know how sales are currently because I haven't been there in about a month, I would imagine being inside a Super Target helps -- people still have to get groceries and other goods, and they were getting register coupons for a while (buy one get one or a free short drink). But I would bet that people aren't getting as big of or as fancy of drinks as they used to ... I might have to go visit them this weekend and see what the girls say.

[Sadly]

The combination of the Starbucks price increase with the increase in the price of gas and groceries in general has made me give up what was one of my most enjoyable indulgences.

[waltie]

Burned Barista,

No offense, but I find your story to be not believable. Maybe you're leaving something out or misunderstood what they told you. Or maybe it's just not true.

But if it is true, you shouldn't be posting on a website about it. You should be preparing a lawsuit.

[I heart my baristas]

Being a die-hard Americano drinker, I never got the house blend until the Pike Place launch. I didn't like it at first but I think they're making it stronger (ergo the return to bolder coffees?) which has allowed me to "trade down" every few days and offset my espresso spending so that helps to take the sting out of my wallet. Plus I'm fortunate to be w/in walking (or bicycle) distance from home and the office. Before switching with PPR every few days I would just cut SBUX out every few days. That lasted all of about 2 weeks. So I've become more regular since trading down.

[Torontodude]

Not to engage in shameless self-promotion....

...but I posted a long account of my Starbucks adventures as a Seattle visitor at the bottom of another thread. Highlights:

- The clover rocks! (But can it really be rolled out widely?)
- Pike Place Special Reserve is a tourist ripoff
- the original store in Pike Place is well worth a visit

Read the whole thing at the bottom of this thread:

JUNE 16, 2008
Here's what you learn about Howard Schultz from this long magazine profile

[Jewels]

PDXGUY-

Are you in the All-Lean district in the PNI, or are you a "seed store"? (If you don't mind answering) Is everyone in that district testing Self-Service coffee? How long has that been going on?

Have you noticed any marked improvements in speed of service?

[Taylor]

I haven't been a regular since skinny lattes came out. Now 9 times out of 10 when I order my nonfat vanilla latte it has the gross sugar free syrup. Of course it's too hot for me to test there so I usually don't know about it until I get where I'm going. If I order regular vanilla latte it's never an issue. It's not worth it to pay $4.17 for an incorrect beverage.

[Emma]

Dear "Burned" --

There is ABSOLUTELY something you can do. You need to find out who your Regional Partner Resource Manager is [in the real world, their title would be called "Human Resource Representative"]. Get this person's name, phone number, and email address. Send her a detailed email explaining your situation -- include as many dates, names, times, etc., as you can. This person will decide if an internal investigation should be launched.

And, PLEASE IGNORE WALTIE. I posted on here several months ago after I was "separated" over what I was quite sure were bogus/illegal reasons. I was, also, told by "Waltie" [and several other not so helpful posters] that I probably deserved to be "separated" and was faking the handicap I have just so I could get special treatment.

Thankfully, I filed an appeal through my Regional Partner Resources Manager [I believe that's the right title]. It took a little over 1.5 months, but the investigation discovered that my manager had been dishonest with Partner Resources when citing the reason why I was to be "separated" [she claimed it was T&A]. An investigation found there was no cause to fire me for T&A [Time and Attendance], and furthermore, my manager had not followed proper protocol in regards to my 6-month review, write-ups, etc.

My separation was "reversed," I was re-instated, and I was transferred to a new store. [Unfortunately, no back pay.]

Thankfully, I ignored the negative postings made by "Waltie" and his ilk, and I got my job back!

If you have any questions, feel free to email me. Good luck! It took me a lot of emails, phone calls, and detailed notes, but I donning my green apron again!

p.s. You can find out your Regional P.R. info by calling the 800-number. Even if you are no longer a partner you can still call. Trust me!

[Whatever]

Taylor, customers are very much empowered to make sure there drink is correct. Maybe you should order it requesting the regular vanilla syrup be used so there is no confusion. As a partner, I apologize for your experience.

[AZSBUX]

Burned, Waltie, an Emma,

If you work in an at will state, SBUX can let you go for something, anything, and nothing at all. Either side of an employment agreement can terminate at will.

As Emma suggests, if you are good employee and someone has falsely accused you of wrongdoing in SBUX eyes, you can appeal internally, and be successfully reinstated (at the discretion of SBUX).

Many people (like Waltie), wrongly think that we all have a "right" to our jobs and can file a government lawsuit for wrongful term. or bias, or discrimination. That only works against the Government, not a private business or corporation.

I am not a lawyer, nor do I play one on TV, I just get floored when I hear folks go on about their "rights".

[Emma]

There is, however, a loose network within large corporations [like SBUX, Walmart, Borders, CVS, etc]similar to "Administrative Law." When an employee within these large corporations breaks a rule or really screws up, there are internal fail-safes set up so that people can appeal and correct the mistakes that have occurred.

However, much like Cannon Law, these systems are fairly hidden from the public and don't necessarily mirror the public judicial system. It's a way for a large company to internally handle resolve and correct a problem without needing for it to be aired publicly.

Of course, if you don't know how to maneuver these types of tribunals, you're screwed.

[pdxguy]

Jewels.

I'm not in a lean store. It's just going on around me. Not far from where I am, and we are slowly being prepped for it. From what I've heard the self service is helping the speed, but disconnecting on the service. No one really likes to pay money and be handed an empty cup.

[e]

any other shifts out there that are required to wear dt headsets when they are shift on duty?

[Hmmmm....]

Anytime PR gets involved in anything be certain that you will probably get your job back. They allow people who deserve to be fired no questions asked the ability to keep their jobs for some odd reason.

[goFIGURE]

starbucks is the only thing left that i CAN afford... it is 5 miles from where I live, so I reserve driving there for the weekends only. However, I go at least six times between saturday and sunday every weekend when i am in the general vicinity. I spend as much at starbucks as I always have, to get my fix, but less in gas than i would driving there and back every day before work.

[waltie]

If you are wrongly terminated, of course you can file a lawsuit. I'm not saying you'll win, but that that wrongful termination and discrimination is illegal.

And, just for the record, I've never told anybody on this board that he or she was probably faking any kind of handicap. Never happened.

[StarbucksMama]

I am a regular and it has not slowed me down one ioda. :)

[Zipy]

Splash sticks shouldn't be at the hand-off area / anywhere customers can touch. It's not health code for them to be out like that unless they are wrapped (hence straws are okay)

That might just be a california thing, but I doubt it. The only 'real' exception to the rule are the stir sticks.

Less customers? Yeah. Less Regulars? Somewhat, most of our regulars live around my store so we don't notice as much drop off.

I do now realize we get less of the people who used to drive out of their way to go to our store because the other store near them.. ahem... sucked.

[Decaf Drinker]

Sadly, I am one of those customers who just can't afford to come in anymore. We had to look at our budget and cut some indulgences. A weekend treat every now and then is a huge treat now and all my favorite barista's are still there!

[AmericanoMan]

I still go to my favorite Starbucks my usual 6 or 7 days a week. Have not really changed my drink choice. Most days I get my favorite (Venti Americano), some days a press of Komodo or a bold "draft" (that is what I call a drip). What I have cut way back on is my daily pastry, now only once a week.

[Jaded Customer/Inspector]

Zipy, what health code are you referring to? An a county EVS inspector in California (Contra Costa County) I'll be the first to tell you that we don't dock points for having unwrapped items someplace that customers can touch. I know what you are talking about - "splash sticks" - and they are a less-risk item than the stirring sticks.

You see, the stirring sticks are porous and can in theory harbor more substances inside of them since they have absorbent qualities. But I detract.

There is no - let me say it again - no health or civil ordinance in California preventing food service establishments from having unwrapped items in public reach.

After all, who's to say what is "anywhere customers can touch"?

I've been doing this for 18 years. I wish you'd keep your mouth shut if you don't know what you are talking about. It's kinda like the "CSI" effect.

Since people are reading you write about this subject with such authority, if they see a store (restaurant, etc) with unwrapped items where "customers can touch" they'll assume it's unsanitary, and a small number will probably try and report it to us. It's happened before. That's a waste of time and taxpayer money.

Again, if you aren't well-versed on something and don't know what the f*** you're talking about, please just keep your mouth shut!

[MusicGal]

Geez, jaded customer/inspector, no need to start a rant! Maybe (or maybe not) Zipy was laboring under a misconception, but no need to get snippy at him.

Maybe that's not the exact reason why the stoppers aren't out on the condiment bar or whatever for customers to help themselves too, but I know that here in WA it's against some sort of health code to put them out there (on condiment bar or the handoff plane).

After all, maybe it's just a Starbucks company policy? I dunno, still, let's all be friendly. :D

[MusicGal]

Geez, jaded customer/inspector, no need to start a rant! Maybe (or maybe not) Zipy was laboring under a misconception, but no need to get snippy at him.

Maybe that's not the exact reason why the stoppers aren't out on the condiment bar or whatever for customers to help themselves too, but I know that here in WA it's against some sort of health code to put them out there (on condiment bar or the handoff plane).

After all, maybe it's just a Starbucks company policy? I dunno, still, let's all be friendly. :D

[MusicGal]

Geez, jaded customer/inspector, no need to rant! Maybe (or maybe not) Zipy was laboring under a misconception, but no need to get snippy at him.

Maybe that's not the exact reason why the stoppers aren't out on the condiment bar or whatever for customers to help themselves too, but I know that here in WA it's against some sort of health code to put them out there (on condiment bar or the handoff plane).

After all, maybe it's just a Starbucks company policy? I dunno, still, let's all be friendly. :D

[MusicGal]

Ack, sorry about the multiple posts! Computer malfunction... Webmaster, you wanna delete a few of 'em for me?

[tallgrandeventi]

I have definately seen some of our regulars less often and they have said it was to save money due to their increased fuel costs. I have also noticed parents coming and buying their beverages and then getting water for their children or getting one drink and splitting between them, I assume to save some money.

Another thing I have noticed, in the past week or so, I have had at least 5 of our regulars come in and say they had just been laid off. It's just another sign of the times we live in.

These are not issues affecting only Starbucks as the financial pages would have you believe, but all the businesses in my center are experiencing less customer traffic.

[StLouieDrip]

Torontodude, I read it and thoroughly enjoyed it, yes! ...

... just so you know. :-)

[SoCalmgr]

WHOA - calm DOWN Jaded.

It's not the "stir sticks" (wooden), but the green plastic "stoppers" that Eco-sure and Health Dept. are freaking out about. Eco-sure is touring our area and docking major points for "inverted" stoppers. Or stoppers that are within customer reach. They are meant to be handed out at customer request only.

Also - you are an inspector in Contra Costa County - I doubt you know the rules for every county. Each county is different, even I know that. Some are more strict than others. For example: wearing hats to work in LA county starbucks.

[inopethflames]

i usually just go to sbux 1-2 times per week, if i worked near one i would probably go 3-5 times per week. but at least with the registered card thing if i get something like a venti iced cinnemon dolce latte its nice paying i think $3.71 for it with my card rather than the $4.55 regular price!

i wish the card benefits would include a benefit for all drinks though, not just lattes or frappucinos, like just make everything with a card be buy a grande item & get a venti for no extra charge. that way u could use it on iced coffees, americanos, etc etc.

[lori]

as a police officer, i'm tempted to side with "Jaded" on this one. socalmanager you brought up some interesting points but you contradict yourself in your post. think of it this way, socalmanager. police are required to know many, many codes, ordinances, and statutes. most of the local ordinances pertain to individual circumstances. a moving violation in LA County is a moving violation in Alameda County.

i don't know much about health codes but what i do know about is the law. the food chain goes, municipal->county->state->federal

that means if "Jaded" is quoting a state law, it's rule. state trumps muni/county.

also s/he said in his/her post that they were referring to STIR STICKS. not the wood stirrers. s/he drew a comparison for contrasting purposes with them.

i can understand their frustration. its hard when someone says something thats inaccurate or just plain wrong. not sympathizing with the delivery, just the point.

[Shirley in Iowa]

I am frequenting Starbucks less frequently and when I do go, it is almost exclusively at a drive-up window. Part of it is that I'm driving less and am out and about for recreation less. But part of it is my perception that the Des Moines area Starbucks are less clean and attentive than they were when they opened. Also, when I say decaf, I don't want to be awake for 12 hours at night because the boy behind the bar didn't pay attention or thought it was cute to give the old lady full octane coffee.

[stuckinthedrivethru...NOLONGER!!!]

So any Frappuccino drinkers in the Austin area have anything to say about the new Frappuccino prep? We've had very mixed reactions, some people hate it, some people love it, and of course, some didn't even notice the difference, even after I made a point to tell them about all the cool new stuff we were doing with them. Let me know, and more importantly, let Starbucks know what you think. We're taking customer comments VERY seriously with this test.

[Herman M]

Emma, you may have had a persuasive argument going but Cannon Law? What's that, law concerning projectile weapons? The somewhat Ironic subtitle of the Eric Flint novel 1635?

It's always best when trying to make oneself out as an expert to ensure your terminology is correct. You would of course have meant to refer to Canon Law with one "n". Although I am sure there were better comparisons for your point other that juxtaposing ecclesiastical law and corporate law. ;-)

[Trent]

I'm really interested in this new frappuccino test!! So since you aren't using a pre-sweetened base anymore, how do you ensure that its still as sweet as the current version of teh frappucino?>

[ksasm]

Stuckinthedrivethru...nolonger!!

What's the new prep like? How does it affect speed of service? Have they finally streamlined production?

[Jim Lane]

More often than not, I go to Starbucks riding my bike, so gas has had a minor impact on which Starbucks I may visit, but not the overall going. I bundle car-based activities so I do not drive to a Starbucks for grins, but visit a store when doing something else.

Oh yeah, when those breakfast sandwiches disappear, so will 3-4 visits per week to Starbucks. I'll be elsewhere on those occasions to get a sandwich after a hard ride.

j.

[puppygirl]

Yes, I think no matter where you live in the US, we have all seen a decline in our regular customers. I have also seen many of then changing out their regular bev. for a less expensive version (brewed coffee with vanilla or an americano). I am happy as long as they come in to see us. Sometimes our customers don't understand how much we enjoy seeing them and as much as we are part of their day, they provide the same for us. As a customer in my off days, I don't even stop as my neighborhood store as often.