OPEN THREAD conversation-starter: Are you in the holiday spirit yet?

And how about your customers? A little less grouchy before their first coffee of the morning? Discuss grinches and holiday grins or anything else Starbucks-related in the WEEKEND OPEN THREAD.

Comments

[BOSTON STARBUCKS REBEL]

Has anybody noticed there are no Christmas trees or anything that even looks close to a Christmas tree. And we are not being a drop-off point for donated toys or anything to give back to our communities?

[Jim Romenesko]

There's a Christmas tree in the Starbucks near my condo (in Evanston).

[Herman M]

Bah humbug!

You mean, of course, other than the trees on the billions and billions of gold bags of Christmas blend, right?

[TeaMisto]

My store put up a bunch of Christmas lights and we have signs telling everyone that Santa's visiting the store tomorrow, so every time i walk in there i get in the Holiday Spirit :)

[barista of the Millennium]

Does anyone know if there is a policy about shifts being friends with baristas? I looked it up on the portal and it seems to speak more against a romantic relationship between the two. However, I am at a new store and they have a strict policy about shifts and baristas hanging out outside of work. Any credence this?

20% of merchandise right now...more discounts coming Monday 12/16. Just wait till those customers you "suggestively sold" pounds of Christmas blend and tumblers and gift packs to see the even further reduced prices!

On a side note, how is the mood in everyone's stores since the announcement? Everyone in my store has just been is just about to the breaking point...are customers going to start noticing this?

I have noticed that the poor lobby is neglected now during mid day with only 2 part coverage in my busy DT store.

[sbuxbarrista]

I actually got more in the mood for Christmas this year because of Starbucks. We have to at least look like we're in the Christmas spirit while working, I guess I just got brainwashed into it. :P

[Torontodude]

Not exactly on-topic...more like miscellaneous grouching.

What's up with the dim lighting in stores? I knew things were bad -- but are they really so bad Starbucks can't pay its electricity bills????

Here in Toronto, we've had many dark and overcast days lately...even during the few daylight hours. And it's pitch black by 5:30 PM or so. So walking into a darkened Starbucks store is not exactly a cheerful experience. Lighting is extremely limited at my regular store. Small pin pricks of light pierce the darkness in most places. (The small lighbulbs are suspended from high ceilings.) There is also a row of spotlights over the bar that might provide a little additional lighting. But several of the lights are not in use. At first I thought the bulbs were just burned out. But it's been that way for weeks.

Is this really an economy measure? If so, it's foolish. The store looks like it's operating on an emergency generator during a power failure. The meager lighting may even be costing the store business -- because it's so dark that it looks closed from across the street.

At the very least, turn on the few lights you have!

Anyone else notice ridiculously dim lighting in the stores they frequent?

[Zipy]

Every store in my district has a drop off point for toys. Thats more of a DM thing, not a Starbucks thing. Honestly, if you know a charity that would like a box set up ask your DM if it's ok. As long as it's a real charity they'll probably be fine with it.

I can see why stores might have some sort of no shift/barista hanging out policy. I don't know of any here that has that - but I do know of a shift who was friends with a barista recently and denied that the barista made any threatening comments. Unfortunally for the shift, the other shifts had already gone to the manager and even let him know what that shift said about the barista when the boss wasn't there. Make's them look like a fool.

[BOSTON STARBUCKS REBEL]

I also noticed the same thing about the lighting in the Starbucks locations. Not as bright as I remember alot of locations. Not that I don't mind since, I like places being a little more dark than usual. Having some dark wood paneling would be a nice touch at not a few stores.

[Sheik]

There is a 20% off sale going on right now ... However if you read the fine print the sale is NOT applicable on whole bean coffee.

LAME.

[foxy]

Torontodude - they might be blown, but if nobody has ordered new bulbs then they will stay that way forever.

[sad in MI]

its kind of hard to be in the holiday spirit at work, when now you can barely even breathe... from being spread so thin....it used to be "fun" here...now, not so much...

[Melody]

Somewhat still on the topic of labor ... How does a store earn labor? If two stores have identical sales numbers $13,000 in one week, can one store be allocated far more labor than the other?

Does it make a difference if I get a cup of coffee, oatmeal, & juice on one receipt, or split it up?

Do certain beverages (like frappuccinos) earn a lot more labor than the other? What about Clover? How does it earn labor?

What about when you sell whole beans, or tumblers, or CDs ...

In these lean times, how would barista (if it is even possible??) strategically try to earn more labor for their stores?

[Gord]

Torontodude:

The lighting issue isn't to save money. Likely the bulbs are burnt out and haven't been replaced. Sometimes they can be a pain to get, but more likely they haven't noticed as often it's easy to miss the lighting situation since you get used to it. Just mention it and it will get fixed, or at least they can give a reason (perhaps they've received much feedback from other customers who like it better that way, not that they should accept that as correct).

[humbug]

mt store is closing 1/2hr earlier every nite to meet the new reduced labor guidelines. :(

but if we close earlier, doesnt that also reduce sales, and we're back at square one?!

[Gord]

Melody:

It's possible to earn more labor having the same sales as another store.

Splitting up your order does not affect labor.

Frappuccinos and Espresso drinks earn more labor than drip coffee. Warmed pastries earn more than non-warmed as long as baristas ring in the warmed bit. Likewise, modifiers can get you more labor, but often baristas don't ring those in correctly and lose that labor too.

Whole beans earn more labor than tumblers or CDs which earn very little.

In these lean times, how would barista (if it is even possible??). Simple, ring everything in correctly and up-sell to Frappuccino or Espresso based beverages (sampling helps get these up). Likewise, selling a pastry with a drink will also help (again sampling helps, and make sure you mark out the sampled food correctly too), especially if it's a warmed item.

[Gord]

Humbug:

If closing earlier helps with the labor guidelines, then you must have a very low customer count for that last half hour. The sales you are earning for staying open aren't enough to justify the cost of staying open. Thus, you are getting further ahead. Really, the hours for the store should have been adjusted to reflect already.

Melody,
Labor at Starbucks is earned by transactions instead of sales. Any and everything has a time frame attached to it. How many transactions occur, what kind of transactions occur, and how much a particular item is rang through, all contribute to adding up hours and giving us labor.

Labor is "earned" twice. First through historical data when a manager is writing a schedule, and then actual data after the end of a business day that determines whether a store is over or under for that particular day. This is where the %VTI (variance-to-ideal) comes from.

There is also "non-coverage" hours. These hours are determined by the amount of coverage hours a store earns based on ideal hours not actual hours worked. Stores that I know of were getting 5-6% non-coverage until last week when everyone was reduced to 2% of ideal. So if your store earned 370 coverage hours you would only roughly earn 7 hours in non-coverage for the entire week.

It is possible for corporate to manipulate the ALS (automated labor scheduling) system. Corporate can shave time off a particular item (for example, -5 seconds for every espresso shot rang up) or dictate to store managers that they must manage to a -3.5% variance instead of 0%.

Also ALS gives managers the ability to manipulate a forecast by adjusting the number of units for certain items like whole bean when writing a schedule. If a manager forecasts high whole bean sales for an upcoming week, they can enter in their own forecast which may "add" labor the particular day they are forecasting for. However, corporate allows for these adjustments to be made to only certain items not all items like cambros or pastry units.

It's a lot of info I know, hope this helps in your understanding of our labor system. Let me know if you have any more questions. I'll be happy to answer them.

[SoyMMM]

Melody -

Gord is not entirely correct, splitting your transactions does affect staffing.

The more transactions per half hour, the more people allowed on the floor.

As in, if you have 10 transactions with ten drinks (1 drink per transaction), you would earn more people than 2 transactions with 20 drinks apiece.

If you get what I'm saying.

[Tammy]

My regular store has a Christmas tree, garland all around the windows, small stockings for the regulars, and many other decorations. Very festive. And, so far, it doesn't seem that the labor cuts are affecting their wonderful attitudes. Happiest of holidays to everyone!

[Dolce]

My manager put me (a shift) in charge of lighting in our store. I order bulbs and replace burned-out ones. Our store has LOTS of track lighting and usually every few days one burns out, but we do our best at keeping everything lit. Our outdoor lighting was out all summer, but we finally fixed the wiring issues in time for winter.

Being a shift, I'm allowed to hang out with baristas and I do frequently. :) ASMs and SMs can't, tho.

Holiday cheer is on the up-swing here in Portland. Snow is in the forecast, which we rarely see in December, so that helps us get into the spirit of Christmas in a weird way. *^*^*^*^*^*^*^*

[spence]

Torontodude,
We also have several lightbulbs out. No one has time to replace them.

[StarbucksBarista]

Ok so I know Shift Supervisors and Baristas are allowed to hang out, and that SM and ASM aren't. Would this include weddings as well?

[BOSTON STARBUCKS REBEL]

Hit the warming button all the time! All the time people! WARMING WARMING WARMING!

[Torontodude]

Re: lightbulbs

Okay. The explanations make sense. Either lightbulbs are not immediately available or no one has time to replace them.

But please think about the poor impression this conveys. It's a terrible message to customers. It makes it seem like things are spinning out of control. If you no longer manage to change the light bulbs, customers will start to wonder about what else you can no longer manage: like safety and sanitation.

Burned out light bulbs that go unreplaced go hand in hand garbage that is allowed to pile up. Both are symptoms of big problems.

[BOSTON STARBUCKS REBEL]

Burned out lightbulbs.
Burned out baristas.
Burned coffee.

[baristajack]

Sheik.

the discount applies to beans also, just not food and drinks, i rang up a lb of italian roast last night and it automatically took off 20 % , check again

Okay, it is actually forbidden for Shifts and Baristas to hang out with one another. I know, a lot of stores don't enforce it, but it actually is in the rules. (They are ambigous, something about a partner that does or may supervise another partner). Just keep that in mind. Tides change and some rules are "re-focused" on.

And Boston Starbucks Rebel, hitting warming when you are not warming is called POS manipulation and can result in corrective action up to and including termination. Exception based reporting can tell corporate a LOT about register habits. I have to advise against this practice.

Everyone should know that pressing the warming button no longer adds labor value. "They" recently eliminated this as part of the plan to reduce labor costs. You can hit the warming button until your finger falls off but it won't do anything =(

the warming button doesnt add labor anymore. Items that are sold as warming items are assumed they will be warmed (as policy now says things like breakfast wraps, and the healthy 8 grain roll thing are warmed items to begin with). I think Starbucks could see this was being abused and but a stop to it, it is an ethics and integrity issue after all. Times are rough yes, but you still need to follow ethics and intergrity guidelines. You can be fired for doing this on purpose, it is incorrect POS operations and questions all else you do. (Do you really weight the coffee, do you really change the brewed coffee every 30 mins, do you really ring up every guest period...)

[spence]

TorontoDude,
Our lightbulbs may be burned out, the line might be to the door and around the corner, every beeper in the store is screaming but I promise you . . . we have the cleanest drains in town and you could eat of our back floor.
Does it make sense? NO!!!! But I'm a mere peon. Oh, excuse me. I'm a partner.

[Crema_the_crop]

You are not allowed to "directly supervise" anyone with whom you have "a relationship". Does this include friendship? Room mate? Family?

It depends on whether or not it's a problem.

Comes from personal experience.

[me]

uhm.. am i the only one who read the action item?

punching warming in for the pastries meant to be warmed won`t do anything. it WILL add labor for those pastries that arent usually warmed... ie... lf fruit bar, chocolate croissant, apple fritter, etc, etc, ETC.

[Z-PHANTOM]

I actually asked someone in HR about shifts, baristas, ASMs, etc... being social outside the store. According to her, anytime someone is in a position to evaluate or audit anothers work or performance, there's a conflict of interest if they see each other socially. This includes shifts with baristas, ASMs and shifts, even shifts and other shifts, leaving only baristas with baristas as acceptable.

Of course I've NEVER seen this policy enforced.

[Jack Java]

I would love for starbucks to try to tell me who I can hang out with when I'm off the clock....I've gotta say though, all the shifts at my store are A-holes!

@ Spence, maybe you'd like to come by some time and take a whack at my drain(s)?;)

[SPORK]

That's so bizarre, I'm really great friends with everyone: Baristas, Shifts, ASMs even my SM! I think that's a ridiculous rule. Our store morale is great because everyone has everyone else's back!

[roscoe]

Hi all! First time posting, long time watcher.

I was just wondering what a Marble Mocha Machiatto is. I know that it's white mocha but is it one less pump or the full amounts. And do I add the shots of espresso to the top and mocha drizzle like a caramel machiato, or are the shots at the bottom. Is what's being 'marked' the milk with shots, or the milk with mocha drizzle? Thanks!

As for relationships with co-workers goes... I will say that I had my promotion to ASM revoked when the higher ups discovered I was involved with a barista. I advise all partners to try to keep their social interactions with other partners personal in nature and to avoid talking about it at work.

[SSC8Pal]

I understand Howie cornered a couple of VP Partners this week complaining about what he perceives as the loss of focus on Vivano; seems he is disapointed with its sales decline and is inclined to drop it after the holidays. Also pressing the retail group to work on branded single serve oatmeal cups for grocery stores. Way to go Howie -- focus!

[Melody]

@SoyMMM, Gord, and anon:
I was asking about labor for a number of reasons. Once in a while I have to split up transactions to make the most of having a Gold Card and Registered Card and was wondering how that affected things. I'm also curious if anyone knows how sales of Clover cups of coffee affect labor.

Seriously, if I could make small changes that benefit the store in terms of gaining labor while me not losing out too much, I'd probably do it.

@SSC8Pal - I hope you're pulling my leg about branded single serve oatmeal for grocery stores! Wrong direction!!! I know there are people who post on here for affect and drama and occasionally it's hard to tell what's a serious post and what is not.

This is interesting - brings new meaning to Starbucks as a town hall:

http://blogs.starbucks.com/blogs/customer/archive/2008/12/12/coffee-and-conversation-with-howard-schultz.aspx

(I point it out because it is interesting development but I have no unique insight into that "coffee and conversation with Howard Schultz")

[Angiebux]

Roscoe:
I'm not sure about the pumps, I would assume it's one less though.
Shots go on top, driz on top. It's the mocha version of the caramel machiatto.

[jabanga]

melody there are a couple of other factors in labor too that no one mentioned: square footage and the age of the "market" (not the store itself but how long starbucks has been in that geographic area). square footage can be huge because i once went from a large store to a small store and couldn't believe how many less hours we got ( the larger store needs more time for cafe sweeps and cleaning). also, when a market area is newer they allow more time figuring a higher percentage of people will need help ordering and in general just take longer to place their orders. maybe they also just want to make a better impression when they are newer in an area, too.

[green_cup]

My regular store has a Christmas tree, garland all around the windows, small stockings for the regulars, and many other decorations. Very festive. And, so far, it doesn't seem that the labor cuts are affecting their wonderful attitudes. Happiest of holidays to everyone!

Posted by: Tammy | December 12, 2008 at 07:56 PM

I think Starbucks needs to be really careful with the decorations. While they are festive, they need to take note that they are *just* holiday-ish and not holiday-specific.

With stockings and Christmas trees and the such, it construes Starbucks is supporting Christians and sends a message that it does not support Channukah or Kwanzaa (or any other winter holiday -- winter solstice any one?)... It alienates new and current customers who many not celebrate Christmas.

Personally, I don't celebrate Christmas and don't particularly like it shoved down my throat, especially from a company that is so progressive. It may be that Starbucks hasn't put too much in the way of holiday-specific decorations coming directly from Seattle for that very reason. Stores adding additional decorations (like Christmas trees) may actually (and should actually) be a violation of corporate's rules. I'd recommend you take down the Christmas trees and anything remotely related to Christmas that isn't generic unless you put a symbol for EVERY winter celebration up (menorah, etc.)

As well, Starbucks, last I checked, had an all-inclusive policy. Having stockings with individuals customer's names is very much, once again, an alienation to all customers. If you cannot provide something to *all* customers, then it shouldn't be offered. It's a great idea, but one that is rude to the vast majority of customers who shop at Starbucks.

[green_cup]

Close that tag

[Field Partner]

I was wondering how long it would take for the political correctness poisoning Starbucks to question the "Christmas" decorations in stores.

The fact remains that none of the decorations are religious.

Too bad appealing buzz words like "all-inclusive" are used as weapons to silence select others (as "it shouldn't be offered").

[Gord]

To SoyMMM:

Splitting transactions adding more labor is a myth.

Customer count is often used to gauge how the store is doing during a particular daypart etc, but isn't a factor in overall labor. If you had 1 person who ordered 100 drinks, you will receive the same labor as 100 people ordering 1 drink.

Really?
Extra! Extra!
Pine trees with lights are now considered offensive!

[thVEG]

I would stay far away from shopping malls, walmart, target, kmart...in fact i would just stay indoors this holiday,with your tv/radio off of course, because Christmas is all around you.

[Naptown Barista #2]

Marble Mocha Macchiato
Think Caramel Macchiato, replace vanilla with white mocha. Replace caramel with chocolate drizzle. Make the same as CM (with those modifications). Thats how I train it, work every time. (C: