OPEN THREAD conversation-starter: What should Starbucks do now to satisfy all three of these groups: investors, customers and employees

Sure, it's easy to sit back and criticize a CEO for his/her actions, but try coming up with solutions that satisfy everyone. Put yourself in the CEO chair and give us three (or more) things that should be done now to put Starbucks on track -- moves that will increase revenue while keeping customers and workers happy. Give us your ideas, or discuss anything self Starbucks-related in the open thread.

Comments

[littypod]

This is in response to Kilroy's bash on licensed stores. You hear complaints daily about licensed stores, and trust me, I believe it. But I happen to hear tons of complaints about regular SBUX stores as well. You are making assumptions about ALL licensed stores when not ALL of them perform poorly, some people DO care about the coffee. I'd also like to say that you are VERY incorrect about how SBUX has no control over licensed stores. You're very wrong, every month we are evaluated and poked a and prodded. We get trained by STARBUCKS STAFF not grocery store staff when the stores open. If we are not up to the Starbucks standard (There is only one, we get the same books you have) we get penalized. Please, don't be ignorant and assume that you know what you are talking about. Unless you work for a licensed store don't pressume that you understand what is going on.

[Herman M]

Cali ASM:

Well, that's two of us that think the word "coffee" in our company name should be a hint as to the propriety of the job for a given individual. ;-)

From what I've seen of the new machines, the part that makes the coffee is very similar to the current ones with a big metal block that slides forward to compress the espresso before brewing. Would be nice if there was a second one for singles, but as sleek and slimmed down as they are, I dare say there is just not enough room for that kind of innovation inside it.

But they do look nice, and I had one espresso on it not too long ago. Very much an improvement over the Verismo. Then again, in new stores the Verismo makes a great shot as well. Until the newness wears off and partners stop paying attention to the daily cleaning and maintenance they require...

[Melody]

It must be that EspressoBlend has never actually worked in retail. LOL.

Just a rant:
I know this shouldn't bug me but it REALLY annoys the hell out of me when baristas do this. I order 2 beverages. Hypothetical is that I am ordering drip coffee and a Vivanno. I use 2 personal cups: My Starbucks tumbler, and my Starbucks re-usable cold to-go cup that they didn't make very many of.

I should get 20 cents in personal cup discounts - one each. So often baristas will give you only one personal cup discount. I don't know why but this happens a lot. I say something to the barista, who then grabs a dime from the tip jar.

I can't stand that. I just put a tip in the tip jar and I don't want a dime in cash. It's a useless dime. I use a personal cup because I want to shrink the size of carbon footprint, and not because of a dime.

I told the barista today that it's insulting to be handed a dime and I put the dime back in the tip jar.

I would've rather the transaction be re-rung up correctly on my registered card - even if it means that I WAIT until the line is a little shorter.

Someone tell me that they understand this because I cannot even understand in myself why it bugs me so much to be handed a dime, but baristas do this all the time, and I don't like it.

[WaShift]

Melody - you are correct, you should be given two cup discounts.

Also, you are correct when you say that Starbucks did not make enough of the re-usable cold to-go cup.

[BAYAREABUX]

Melody, if what you really care about is your carbon footprint, then why do you insist on being re-rung?

Really the only advice I can give is to leave a comment card for the store manager about policy not being followed. If you truly don't care about the 10 cents, its best not to press the issue with the barista ringing you out. Baristas can be temperamental when it comes to real or perceived coaching from customers.

[cold to go cups rocks]

Order more of the thermal cold 'to go' cups, and add a venti size also... seriuosly they are selling for over $40 on EBAY......there is great demand

[former manager]

I have to second littypod's observation:

Regardless of whether a location is Retail or Licensed I have had plenty of both good and bad experiences, and coffee that is made well at some times but indifferently or inexpertly at others. I was with Starbucks for over ten years and knew plenty of people who worked in the licensed division. Their main challenge and focus was to train well at startup and maintain standards after opening. These stores are monitored by Licensed District Managers at Starbucks, and when the secret shopper program was in operation the stores were "shopped" and rated by the same standards as Retail stores. (I don't know how these programs are operated now in regards to Customer Voice.) I've seen plenty of "100%" and "5 Star" certificates hanging in Licensed stores, and I've been to many that deserved them.

A further observation: What has happened over time, in my estimation, is that Licensed store standards as regards Starbucks' expectations have improved slightly; Retail store standards have diminished dramatically. In fact, I find lately that on average the quality of service and coffee I get at Licensed locations has been more consistent - and better - than at Retail stores. (My drink is a quad grande Americano, just espresso and hot water - if a partner can't get that right then a store has problems. Most often it seems the shot timing is fast, which means it is not being consistently monitored. Also, I've seen many instances when the first two shots are allowed to sit while the second set is pulling. This probably reflects a poor understanding of espresso quality, Espresso Excellence notwithstanding.)

The one mitigating factor I've noticed is location. I live in a large metro area, Phoenix, with hundreds of Starbucks, Retail and Licensed combined. Quality is a crapshoot no matter where I go. However, having recently gone to locations in small towns and also internationally, where there might be only a few - or just one - Starbucks, I find the experience is magnitudes better. In these places Starbucks is still special, and the people that work there feel they a part of something exceptional. As a result, there is simply more care taken with both customers and product. (I find this is also true of the northwest, but I believe this is because coffee is such a part of the culture that people in Washington and Oregon just "get" coffee.) This is the primary reason I am not that sad to no longer be with the company - while every store *can* be special, even in a large market, I don't see that the focus in the ranks of District Managers and Regional Directors is in making it so, Howard's pronouncements aside. Moreover, it seems that many of the people who had the institutional memory and depth to help rebuild a passion for quality both in experience and product have been recently swept aside, probably because they were the top earners. Unless everyone, from H.S. on down to the newest barista - including the vast cultural wasteland of middle management - understands that there can be no ground ceded in the battle for both the quality of the product and the experience in the stores, Starbucks as a whole will never again be exceptional.

Apologies - I only meant to support littypod... Getting off my soap box now.

[Cut Out The Heart]

Former Manager makes some great points that are very much to the heart of the issue. The problem moving forward is that with the recent dismissals and how they were handled, any people in a position to make a difference are going to be too worried about pleasing those above them, that the store partners are going to be forgotten.

I know that my friend who was let go, has continued to receive "shocked" emails about why he is gone. As an RD, he connected to the partners in the stores, influenced the SM's and DM's to remember that the success of the business rests with the baristas and that their focus needed to be on how to make their experience better. For this focus, he was let go.

The way to improved results is through the store level partner not on the backs of the store level partner. Engage them, and they will deliver results.

[Tall Drip]

"I honestly think it's silly that people complain about Vivanno being a bad idea because when we didn't have it people were complaining about not having healthy options. I really think the R&D department are doing what people are asking for."

Yeah. I was one of the people who bashed SBUX for not having a healthy option. Now it has one and all everyone does is whine and moan about it, because it doesn't taste like the over-sugared crap everyone's used to.

People want "healthy" to taste like a Venti Frapp, and it just doesn't work that way. Sorry about that. I can't believe how addicted people are to sugar. It's the worst, most highly addictive drug in the world.

[Cut Out The Heart]

Coulgn't agree with you more Tall Drip. I work in the restaurant industry and I have to tell you that everytime we come up with a healthy option, it doesn't sell. People think healthy but eat unhealthy. Maybe the coffee business is different but I am going to say I bet Vivanno will do well while promoted and on everyone's radar but as soon as the lights are no longer shining on it, the bananas will be rotting in the refrigerator.

[WaShift]

Webmaster - I'd like to know who splicer is. Someone slanders me and I feel I have a right to know who that person is.

[YouKnowwhoIam]

DB, I'm ALWAYS open to other coffees. I don't drink only SBUX :)

StLouieDrip - I can't really say here on a public forum how the roast is done for PPR, but it's definitely not on the same type of curve that we generally use, no.

[StLouieDrip]

Aww darn, I had a feeling you would say that.

Oh well, the "roasting" discussion has been interesting anyway. :)

[Pat Nerr]

"Webmaster - I'd like to know who splicer is. Someone slanders me and I feel I have a right to know who that person is.'

it's libel not slander

[LoveTheWNBA]

He can't tell you and even if he did, you wouldn't know where to start.

[fly fisherman/working class fool]

Invest in our customers by performing legendary service but with being genuine.

Be Welcoming! So maybe many customers you may service daily are driving you crazy! Roll with it baby! Think of the stock you get for free!

Be Legendary at all times and the Stock will go up!

[Mysticboi]

"Oh wow! Let me get this straight here: you want more competitive pay? I think $8.00 to $12.00 an hour is pretty competitive in fast food. Stop complaining about your pay. If you want more, refine your abilities and go find a better paying field. Your job might be stressful, yes, what with all the multitasking, but at the end of the day, you're just serving up food and drink. People at McDonalds have it harder than you do." -Espressoblend

How would you know people at McDonalds have it harder than people at Starbucks? Is it because you couldn't keep up doing 4 things at once at a coffee shop so you changed to flipping burgers instead? *nod*

"Drive-throughs should NOT be killed. This is an excellent money-making tool. Why would you want to kill a big revenue stream? Especially now? If I were a barista, I'd be thinking of every single way to keep my sales up so my store didn't close. Oh well, I guess that touchy-feely "third place" concept still has some of you all brainwashed. It's all about the sales right now (as it should have always been)! Learn this! The investors are TOP PRIORITY right now..." -Espressoblend

So you disagree with the whole third place thing hey? Must have been hard growing up with no friends. But then again who could blame them since you don't even know what being "nice" means. Don't worry, even if the whole world lets you down, I'm still there for you. We could go out for coffee sometime you and me.

"I'd recommend all SBUX workers get in line immediately, understand that the customer and investor are KEY TO YOUR BUSINESS and you're there to SERVE **THEM** (and not yourselves), or else you might be the next to be fired. This company will see a turn around in profitability... the only question is whether you'll still be on staff to see that happen or not." -Espressoblend

Oh ya for sure, customers and investors are the "key" to Stabucks business...not the employees. I would like to see how much money the company makes without employees. Retard...

"I'd say it's the group of workers that SBUX attracts from Gen Y, and not all Gen Y workers.
I mean, if you're truly motivated to get a career, you're interning in high school and college at law offices, finance offices, etc. and not at SBUX making $8/ hr slinging coffee.
These folks generally have more affluent parents and don't need the cash or benefits, and are set on a golden road to success. These people are motivated (or pushed, even) to achieve success.
The people who NEED to work at SBUX don't have drive because this is what they'll do for the rest of their lives. They know they have no future, so why have any drive to be better? It is just a paycheck." -Espressoblend

Is that why there are successful people in this world? Rich parents? Oh wait...the last time I checked, Howard Shultz was from a very poor family, with no benefits, and his father the bread winner of the family got into an accident which prevented him to work many many months. Look at where he is now...working at Starbucks.

[Dave]

Melody, correct me if you're wrong, but from what I read, you're telling the barista that they owe you ten cents -- and then the barista gives you ten cents and you feel insulted? You're not making sense.

[Melody]

Yeah I know it doesn't make sense, and I'm not sure why it bothers me. I think it's because I really don't want an actual dime coin to carry around. It's like being paid a debt you're owed all in nickels. But in any event, you're totally right. But then if it's a meaningless issue, why bother having a cup discount at all? I sort've feel like my cup discount should be there on my receipt: Starbucks knows I've saved a cup & then it's 11 cents (with tax) that doesn't come off my registered card. Dave, though, this is an area I need to work on being more reasonable.

[Jamie]

The baristas' call for drive-thrus to be eliminated is the reason that they are paid $8 an hour--they know nothing about good business. Nobody who is on their way to work wants to have to stop, get out of the car, and wait in line inside SBUX to get coffee that they are just going to get back into their car and drink on the way to work. Clue to you baristas: not everyone finds your insipidly decorated, Kenny-G-blaring, hard-seat-having, free-wireless-lacking workplace a good place to spend their time.

What would make ME happy is if the price of a latte were more in line with the price of its ingredients. The guy who thinks he is not being overcharged for a cup of coffee, at almost $3 a cup, when the cost of all the ingredients is twenty cents, is kidding himself.

[Kraig]

I happen to like the Vivanno alot. It's healthy and tastes great. Compared to the Frapucinos which are a heart attack in a cup, it's nice to see Starbucks offer a healthy alternative.

[Ellen]

Baristas need to get rid of the whiny attitude. Example from above: "do you know why the music is turned up so loud?partners need the music to get through the day."

Grow up; you're at your workplace, you don't *need* music to get through your day unless you're some Gen Y slacker. Stop pretending you have a job that is any more difficult than being behind the counter at McDonald's, Panera, Einstein Bagels or any other quick-service occupation.

And calling down the line is a GREAT idea. My time is valuable, and when I see someone calling down the line, I see that you are acknowledging that I have better things to do than wait in line, and you're getting me my drink efficiently.

"The baristas' call for drive-thrus to be eliminated is the reason that they are paid $8 an hour--they know nothing about good business. Nobody who is on their way to work wants to have to stop, get out of the car, and wait in line inside SBUX to get coffee that they are just going to get back into their car and drink on the way to work."

Yes! Exactly.

"Clue to you baristas: not everyone finds your insipidly decorated, Kenny-G-blaring, hard-seat-having, free-wireless-lacking workplace a good place to spend their time."

As someone who makes use of both drive-thru and has spent hours in SB using wireless, the point is that I, the customer, get to CHOOSE how I want to spend my time. These baristas are very full of themselves; I don't see Einstein Bagel workers or Panera Bread workers or Jamba Juice workers whining about how what they want to offer isn't appreciated by their customers. Guess what -- the customers are why you have a job in the first place. Their needs come first, not your desire to make new friends and show off your coffee-snob-itude.

[Ellen]

I think Vivanno is made of win long-term. Almost without exception, the people who I know who frequent Starbucks are well-to-do, upper middle class people who aren't necessarily into the finer points of coffee (and couldn't give a damn if the barista is pulling shots or pushing buttons) and they are very fit and into health. Vivanno has now given them the new instant breakfast that wasn't being satisfied by the pastries, was only partially satisfied with the bfast sandwiches (which still couldn't be eaten on the road) and is now satisfied perfectly with a protein smoothie. Very smart marketing. Oh -- and they're not interested in becoming best buddies with baristas either, LOL. The third place is for THEM to utilize as they see fit -- to meet with THEIR friends, THEIR coworkers, or enjoy quiet time by themselves -- not for them to make new friends.

"I just feel that we lose that customer connectivity in the drive-thru. It almost feels like you are a machine when working the DT, spitting out drinks left and right. I think that has almost lead to us losing a little bit of customer focus. Get them in the store. Connect, discover, and respond."

Let's see. The thread is about how to make more money -- gee, you can offer me drive-through so you can *increase* the incremental revenue by enabling me to choose SB on a day where I otherwise wouldn't have waited in line to get coffee, or you can take away drive-through and then I won't go to SB at all that day. Brilliant! @@

Could you baristas stop thinking that we all want to connect with you? Some people do. Others just want some damn coffee.

[Michael Friedman]

I just read the article in Portfolio Magazine and found it to be very interesting. Having a background in Corporate Coaching and training I find myself asking the question: What is Starbucks doing to inspire, and empower their employees, managers and Corporate executives? In the majority of the companies I have consulted, the WHOLE company is a partnership, even the PT employee. This begins at the upper levels, by letting each person in the company know how valued they are, and develop a mindset of being the CEO of their own mini business. From the Barista, cashier, Store Mgr, District mgr,etc. Starbucks should take action now get each of their employess to a mindset of deliberate creation and empower them to be the best of the best.

[Pat Nerr]

On Vivanno... with all of the opinions on long-term success of this product it strikes me as funny and hard to believe as Frappuccino was clearly successful whereas Vivanno does not seem to be. Even within the internal testing, partners found it "ok" and "chalky"... Not the boom, out of the box success.

To Micahel Friedman's point... No doubt, Starbucks has lost it's way on this. Trust has been broken, messaging is unclear and this will all be seen once Fortune's Top 100 or 125 comes out. There is some serious work to do...

[AliCat]

Just a couple of things... please stop referring to people by generation. There are slackers in every generation, and actually, its more expensive and harder to get through college, pay for it, and find a well paying job today than ever, so please give those of us who are working hard at Starbucks to make money in order to advance in life a break. That was a horrible sentence... anyway... Starbucks, with all of its flaws, offers flexible hours and LONG hours (at my store, 4 am to midnight) so, I can have a day of school or whatever and still work for a paycheck. It makes for a lot of hard work and no social life, but I do it. I wish some of you high and mighty people would stop snubbing your nose at the quality of human being Starbucks baristas are just because they work at Starbucks currently. Some people choose to work at Starbucks because they want to move up and, downtown in a big city, management can make a LOT of money. All I'm saying is everyone is different and it would help if we didn't feel like our customers viewed us as pieces of unmotivated crap just because we wear a hat and apron. It takes a lot of motivation sometimes to get through the day when you have customers who treat you with sub zero respect.

Next, if you don't like the music levels, it can always be turned down. Just ask the barista, or ask the shift on duty, and if that doesn't work, call corporate. Nobody should be deafened by music when they are trying to relax at Starbucks, and every store has the power to adjust their own volume levels.

Lastly, I don't want to be rude here, but I don't really WANT to connect with you. I don't know you, chances are you just want your coffee, and if you are a regular who is chatty, chances are we have a relationship where we do chat when you come in. Over time you get a feel for who wants to talk and who is a great person to talk to and who isn't. Also, when there's a line out the door, you can bet that I'm not going to ask you about your dog, three kids, and plans for the day. What I want to do is smile, greet you, get your order, get your drink for you, say thank you very much and have a good one (minus the have a good one if you've ticked me off because I will not tell you something I wish the opposite for), then get you out the door. We are told, often, from upper management that we are suppose to have these conversations to connect and find out your names, blah blah... BUT, I find being polite just works the best (as I said before, unless you KNOW who you are talking to.) Just know that it's what people higher than us want us to do - often, people just feel like they are doing their jobs by being overly friendly. Don't take offense, just keep your answers short and sweet the first couple of times a barista is trying to talk your ear off, and they'll get the message.

And to everyone, customer and barista, lighten up! This board is not a war zone... everyone needs to get over themselves a bit.

[Kittery Partner]

Ellen: You need to stop generalizing and speak solely for yourself...At the store I work at we have well-to-do and not so well to do customers...And ya know what we dont treat anyone any different than anyone else. And guess what, they dont treat any of the partners with anything but respect. Granted there are always going to be customers who wont be friendly...and thats okay...But the partners at our store are very friendly and we have many customers who do come into our store because of our customer service... Come to Maine sometime Ellen...and maybe you'll see how customers interact with us...By the way...I want to give props to one of our regular customers...Pete...when our store opened yesterday we had a flood of water throughtout the store.. Pete came in soon after we opened the doors and upon entry said hey i have a wet vac at home would you like for me to get it...So I responded sure thing! Within 10 minutes he came back with the vacuum and one of my fellow partners was vacuuming the water away. This customer went out of his way to help us and i am definitely grateful. Excellent customer service and the kindness of a customer...3rd place!

[Vicki]

I agree with everyone who wants stores to have their own individual look. I appreciate the classy and modern features most Starbucks stores have such as the on-wood paintings, the hanging lights near bars, and the different but not over-done colours on walls. However, as much as I love the Starbucks I work at, I do enjoy going into other Starbucks stores just because right away you feel different - another type of "welcome".

This Pike Place Roast is ridiculous. Yeah, it has a cute meaning to it's name, but it also slashes what the overall Starbucks name has worked to be.
When you think of coffee, you think of Starbucks because the company has worked hard to establish a professional and well respected image on making coffee. This means that the company understands coffee and the diversity it has, and then embraces it and shares it with the people. Having one roast sends those previously embraced diversities to hell. What are we, Tim Hortons?

Also, the customer is right about the Caramel Macchiatto in a sense. It is made differently, but asides from the caramel drizzle, a vanilla latte contains the same types of ingredients. Also, if someone had ordered a Vanilla Latte and then asked for caramel drizzle, you would charge them for a Vanilla Latte. Just say Yes.

However, ordering the drink like the customer did would result in a different tasting drink, and they have to be prepared for that. I don't know about you others, but my store and other stores that I've recently subbed at no longer have to use the benefit swipe card. When swiping a Starbucks card our cashiers are able to tell whether it is registered and then subtract the appropriate benefits automatically.

Whoever said we should not expect customers to come in expecting a full conversation has lost their marbles. My store which is a new store in Ontario, Canada had the highest Customer Service rating because we worked very hard to establish customer relationships and get our store up and running. Customers have switched from other Starbucks stores to come specifically to our store because they love our workers. They tell us about their vacations, kids, new babies, jobs, and interests. The same way Starbucks stores should be decorated individually, stores should have individual baristas that are able to strike conversations and bring character to their store in a way that is different from others.

[BAYAREABUX]

This is a quote from a Wall Street Journal Article last May; I also think Howie told a story about it at our open forum if I'm not mistaken...

"When an employee in Long Beach, Calif., complained that he could create better artwork than what was on the walls, Mr. Schultz told him to just put his pictures up. "Don't ask for permission," he recalls saying. "Ask for forgiveness." "

That's the Howard Schultz I like to hear from (as in not the one backpedeling on the breakfast sandwiches or trying to pass off the PPR as the best coffee Starbucks has ever roasted). Can we please make that our motto going forward? Don't ask for permission. Ask for forgiveness.

Sounds like something Steve Jobs might have told the Stanford crowd in that famous commencement speech he made. :p

[Cali ASM]

So I've read on this site some saying that Store Managers are in the next round of layoffs. Any truth to this? Has anyone heard anything lately?

What about the ASM position? I've heard rumors about this position as well? Will it be terminated? Will ASM's be laid off along with SM's?

Have the first 50 U.S. stores closed already? I haven't seen any communication on this in my store yet.

[AliCat]

Vicki - I don't know where you work, but that may work in a neighborhood store. Downtown in a major city, I find most people don't want to chat.

[dharmacup]

ALICAT--

Well said! Well said!

*applause* :)

[Ellen]

"Customers have switched from other Starbucks stores to come specifically to our store because they love our workers. They tell us about their vacations, kids, new babies, jobs, and interests."

Well, as a customer, I sure as hell hope the people standing in front of me in line aren't chatting with the barista about vacations, kids, babies and interests. And I hope a *smart barista is able to be friendly yet keep it all moving along.

[Ellen]

"I wish some of you high and mighty people would stop snubbing your nose at the quality of human being Starbucks baristas are just because they work at Starbucks currently."

I am not snubbing my nose at the quality of human being Starbucks baristas are. I don't care if you are all Harvard PhD's who are earning some side money -- I just don't want to connect with you. It's not you personally -- it's just that making a new friend is not why I went to Starbucks. I went there to get coffee, a Vivanno, maybe some food, and to treat *myself* in the course of my day. I don't know what it is about coffee that makes you all think that it's any different than any other service situation. I don't want to connect with the person at Jamba Juice either, or my drycleaner. Polite, smiles, please, thank you is all great and that's enough.

[former partner]

I was a Store Development partner and I left about 3 years ago. I've heard that in my area, ALL of the Store Development partners are gone.

Just curious - was there any severance at all or were partners simply shown the door.

[MyGiveADamnsBusted]

Ellen: With an attitude like yours...Id be curious to know if you can connect with anything...Or is it that you are an elitist who solely connects with those that are just like you.

[StLouieDrip]

Ellen: Almost without exception, the people who I know who frequent Starbucks are well-to-do, upper middle class people who aren't necessarily into the finer points of coffee (and couldn't give a damn if the barista is pulling shots or pushing buttons) and they are very fit and into health.

See, that's the problem IMO. If I had my way, sbux would be a place (and a company) geared towards those who are keenly interested in the finer points of coffee. (And wow, isn't that how this company started in the first place, um, its ROOTS and its CORE?). And those who are not interested in the finer points of coffee would simply go some place else where the focus is not the finer points of coffee.

But then, I also think it's sbux's own fault that so many of its customers and baristas aren't interested in the finer points of coffee. Sbux has hired tons people who aren't into coffee, and has also specifically wooed customers (like you and your friends) who aren't into coffee. By wooing non-coffee customers sbux loses its focus, and also loses the coffee-loving customers. Sadly, I don't think sbux will ever decide to focus on the finer points of coffee again. Now there is Vivanno, and even fewer coffee choices. :(

[Ellen]

I'm not elitist at all. I just prefer to keep my personal life personal. I am always, without fail, polite to baristas. I say please, thank you, engage in a little bit of small talk (a little bit!) as appropriate, have simple orders and am never rude or condescending. But I feel that from what I see online, SB thinks that growth comes in chatting me up. Look, I spend at least $5 in SB almost everyday. I just reloaded my card with $100. I buy SB cards for friends and acquaintances and for coworkers. But I'm not interested in having a relationship with a barista beyond the cordialities of placing an order. That's all. I like the idea of having an inviting place where I can relax, read a newspaper, surf the internet, chat with friends, whatever. I don't see why it requires me to take on a new "hobby" -- understanding the finer points of a cup of coffee -- to do so. It's great if people are into coffee and certainly SB should make great coffee that coffee aficionados can appreciate. But a SB that *only* served coffee, that *only* catered to people who were very particular about coffee, would be a far, far, far smaller and less profitable business than it is today.

[dan the former barisa]

i went to a starbucks at aventura mall in florida. the legendary service was not legendary.. the coffee was lukewarm and expired.. the barista overcharged my credit card and did not know how to ring up decaf coffees.. not only that.. she was giving me regular when i specifically asked for decaf. and also.. i asked for a tall in a grande and got less than half a cup.

starbucks needs to go over their hiring profile and get people that want to do a job instead of a just placing "cheap & expendable" people there.

i threw the coffee away and left the condiment bar dirty.

[Ellen]

Well, asking for a tall in a grande is sort of saying "I'm going to go to the condiment bar and add milk," no?
And I don't think leaving the condiment bar dirty is a nice thing to do.

[MyGiveADamnsBusted]

Hmmmmm dan the FORMER barista...operative word is FORMER...: Did you address to the partners working that the coffee first and foremost wasnt decaf...did u address them that it was lukewarm?...or that it was expired? or that not enough was in the cup? or that your credit card was overcharged? Or are you just a disgruntled FORMER partner looking for a reason to find an insult and type it on this forum? And the word is barista* not barisa.

[njbarista]

As somewhat of a new barista, I'm still rather enthusiastic about my job at Starbucks and find pleasure in my work. However, I do see some glaring errors in the way Starbucks runs itself. For example, I have a shift manager who refuses to put 2% milk out on the condiment bar because thats what the manager told her to do, and insists I refer to iced coffee as iced unsweetened brewed coffee. The focus on semantics is a little ridiculous at some points, and I think SBux is losing the focus on an uplifting customer experience and gets caught up in the quality of its drinks. Sbux does have some of the finest coffees around, but not every drink has to be named or treated like it's gold.

I understand people's gripes about the sampling, too. The pressure to push the Vivannos on customers is intense, and I feel like a tool asking every single person in line if they'd like to try them whilst ringing up their order and rattling off the ingredients and nutritional value. I find that people appreciate the samples more when they are offered simply or in a creative way. One of the partners at our store actually dresses up in a banana suit and samples the beverages. People loved it and he gave away a good 20 samples in under five minutes. Promoting your products is important, but involving the customers is what really sells them without being too in your face.

And for all the coffee aficionados out there, I feel your pain. Some of the drinks Sbux offers are nothing but fluff, and take away from the core value of an expertise in coffee. However, I feel that SBux is a welcoming environment, and has drinks for both its dedicated coffee experts and occasional sweet treat seeker. I think it has a good variety of products at this point, but the variety of coffee itself should definitely be focused on more. Coffee is slowly losing its place at the core of SBux and its philosophy, and Howie Schulz should find a way to regain the pride the company has in its coffee while maintaining enough coffee spin offs to appeal to everyone who may come in.

In all its simplicity, I find that "It's all about the customer" is the best policy.

[njbarista]

dan the former barista: I agree with you in that Sbux should hire people that care about their job. Its makes a store run a lot more smoothly when people enjoy their job and know what they're doing.

But please, don't leave the condiment bar dirty. You're only making more work for another poor sap subjected to the "customer from hell" of the day.

To anyone who comes to Starbucks, we WILL remake your drink if it's not the way you want it. If it's just downright bad or you get a nasty server, ask for a manager.

[Jeff]

For Ellen and others who post along the same lines, i.e., "just give me my coffee and cut the small talk," I'm certain that can be/is accomplished by just not "playing the game" if a barista chats you up. Seems to me most people are perceptive enough to figure out those who wish to talk and those who don't. As for the comments along the line of "I hope a customer in front of me isn't chatting with the barista because I want my damned coffee," again, I think one needs to understand the customer in front of you is talking with the barista because THEY wish to and that is part of THEIR experience at SBUX. It's just your luck of the draw, or lack thereof, that has put you behind said customer. Just live with it, get your coffee and get on with your day albeit thinking nasty little thoughts about the "chatterbox" in front of you who made you, oh let's say, three minutes behind schedule. Let's be honest, if that little interlude by someone else is going to make you late for work, isn't the problem really yours for not allowing more time to get to work instead of the "chatterbox's"? I'm just saying. LOL

Seriously, if everyone could get off their self-proclaimed pedestals and realize the world doesn't revolve around them, perhaps we'd have a much better understanding of life itself and the total lack of impact being chatted up by a barista or being behind a "chatterbox" in line really has on our lives. News Flash: The world does not revolve around any of us!

Melody, I agree you should have gotten the other ten cent discount. I also agree this, obviously, is an area you need to do some work on yourself. Good luck with that. I've been where you are now...it will take perseverance, but I bet you can do it! You appear to be a woman of strong character with a good heart at your core!

Finally, I would like to ask the Webmaster why he continues to let certain posters...and he knows of whom we speak...post their vile, venomous, vicious comments on this board without banning them or, at a minimum, giving them a verbal warning to stop hurling their invectives so freely. I was under the impression that such vituperative language was not to be tolerated! Certainly, it is possible to makes one's point without belittling someone else or their opinion(s). Again, I'm just saying!

[pariah]

there is a radio station that states that there is a "pussification" of americans and always shares stories of whiney people who act like children. screw the customers that want the "just say yes" policy. common sense will tell you what you like and how to order it, quit trying to take advantage of me while im at work, if it was that big of a deal buy a mr. coffee and brew it at home, maybe then you can be happy b/c you made it yourself.....

i get up at 4am to provide legendary coffee and service to you, not give you freebies and let you treat me like a "monkey" so to speak. grow up, go home, and brew it yourself....i will teach you how to use the french press...

I have been a partner for Starbucks for about a year now and am leaving the company. I have busted my butt for Starbucks all for them to stab me in the back. At first I really loved the work environment, the partners were great, and my manager was the best I have ever had. With a shift in management along with a new outside freshly trained DM; the nice little heavenly job turned into hell. Promises of shift supervisor never happened, and new partners that were hired were of the worst candidates for the job ever. I would simply transfer to a new store, leaving the one I have grown to love, but Starbucks has completely shafted me. Upon an extremely bogus complaint from a customer, I received a FIRST AND FINAL write up. There was no investigation and never has my customer service been questionable. Thanks Starbucks for really looking out and caring for your partners.

Aw that sucks. what happened to you?

[SPORK]

Melody, I think I know what makes the 10 cents off irk you as much as it does. You bought the mugs to be a better citizen, to reduce your carbon footprint. Those mugs are priced maybe a tad higher than another mug because you're also paying for the exclusivity of Starbucks (if that makes sense) YOU have a Starbucks mug, YOU have a trendy and also eco-friendly cup that everyone can identify with, and when the barista fails to recognize that with the 10 cents back you feel maybe hurt because your special mug wasn't recognized. I know that's how I feel, like my contribution (no matter how small) isn't recognized unless I get the discount (I know that sounds stupid but for me at least it's true).