Weekend OPEN THREAD: Ask your questions, or just speak your mind

Anything Starbucks-related is open for discussion in the open thread. A reminder: No personal attacks or profanities. || Go to the third page of comments

Comments

[Karen]

Aren't the guiding principles just an add campain to make customers feel good about coming to starbucks?

[the truth hurts]

Walmart calls their employees partners too.

[jds]

competition for the starbucks breakfast deal?
http://www.snacksound.com/2009/03/real-oatmeal-only-dollar-at-jamba-juice.html

[anon]

Melody, they might be putting out a release tomorrow with the changes to the U.S. business. Keep an eye out.

[coffeegal]

Has anyone heard if we are doing free coffee on "Coffee Break Day" this year like we did a few years back? It's usually this time of year.

[Average Customer]

A lowly customer here. I tried the new Via this weekend. It's just "okay". Drinkable, but really not worth $1.00 a packet. I think if Starbucks brings the cost down to $0.50 a packet they will attract more buyers. It's really hard to shell out $3.00 for three little packets of dressed-up Sanka.

[javajohn]

SBUX stock is now $8.35 a share - down from a 52 week high of about $19. Bargain? I'm one of those people who bought the first iPod when Apple's stock was $7 a share and said, oh, cool device. Then watched it rise to $205.00. Who thinks SBUX is going to move?

[Christin]

Javajohn..

I am in the group of people that think Starbucks is bound to rebound. Buy for long term...I think it will go up again, though it might take a few years.

[Melody]

Okay call me crazy, but am I the only one who thinks that now that Howard Schultz has taken a cut in salary as a gesture of putting Starbucks before himself, that perhaps some other senior officers should do the same? I'm not even sure what is fair compensation for such a position, but it's food for thought:
http://www.reuters.com/finance/stocks/companyOfficers?symbol=SBUX.O&viewId=comp

[Matt]

SBUX stock is still in a donward trend if you look at the chart. Untill it breaks the trend it could still go much lower. If you are going to buy for the long haul do it in small amounts over time (dollor cost averaging). This way if it goes up you have some and if it goes down you don't have too much.

I still think SBUX at this level would be a good take over for another company (Pepsi Co possibly). I hope if it is taken over, the acquirer brings in new management.

[GOOD TO THE LAST DROP]

I wouldn't own Starbucks stock with the present senior management team. They seem too valatile and desperate. They aren't really making good decisions.

[CamSpi]

when you partners out there walk into a starbucks and see that they're understaffed, don't you feel horrible? today i almost jumped back there just to whip out some drinks. when is the ridiculous scheduling going to end? seriously.
on the bright side, i had a wonderful cup of sumatra today. it was so full bodied that i was surprised it was drip!

[Asher]

@thinkingaboutit and MoneyGames -- I don't know if it's being handled the same in every region, but in my region they made several changes to demotion rates so they are much lower than what they used to be. For instance, we've had several ASMs in our region who managed to bump down to SS. In the past, a demotion of that nature would always be to the max pay at that position (in this case, $12.83/hr plus tips)...based on the amount of movement lately the new policy, as least as it's been told to me, is a demotion rate is split down the middle of whatever the regional range is. So in the above example, the ASM demotes are getting approximately $11/hr instead of $12.83/hr, since the regional range is $9.50-$12.83.

Be careful -- demoting isn't as "lucrative" as it used to be...

[foxy]

CamSpi - I hear you. I've worked at all the stores in my district (which is also where I live) so I know where everything is. If I come in on a busy Saturday when the garbages are full, and there aren't any grande lids, and the line is to the door, I find myself digging for lids, bringing empty carafes back, and quietly letting them know the garbage needs to be changed. I feel bad for both the customers, and the partners. Nobody wants to be told your store is dirty!

[lattegal]

mary lou -

Here are some numbers for you:

Employee Assistance Program (EAP)
800.588.8414

Standards of business conduct:
800.611.7792

The EAP number should be your first call to find out what resources are available to you personally. Then if you want to complain about being treated unprofessionally then call the business conduct number.

Hope this helps.

[who cares anyway ;^/]

I used to take so much pride in "my" store. That was back when I was encouraged to beleive it was "my" store by corporate. It was never "my" store. It was always their store. However, when it was "my" store it was clean and efficient, a true third place atmosphere with friendly partners welcoming customers. It was also very proffitable. It's not anymore. Sad isn't it. That's because it's not "my" store.

[FLA SM]

Just curious, any stores out there who were part of the original 616 closing stores that are still open and have not received a closing date? I've heard there may be some. Supposedly, all those stores were going to close by 3/31 AND they were supposed to get 30 days notice. Obviously, at least one of those promises will be broken.

[Transatlantic]

MaryLou - To be honest it sounds like your ASM is tired of dealing with excuses and crap like "Can you get someone to come pick me up?" A shift supervisor should have things held together a little better than that.

[LoooongTimeShift]

We now have to grind coffee from beans every single batch. We have timers for everything. Our entire day is listed out. Clean, clean, clean, but help every customer. Everything is scripted, nothing can be spontaneous. We have no time to chat a customer up and have a foam or a Caramel Macchiato contest. I hear the gears grinding in my head as the company micro-manages itself to death.

[CardShark]

I have a question about international Starbucks cards. I am heading overseas to London in a few weeks, and I'd like to pick up a starbucks card while I am there, use it while I am in London, and then when I bring it back, reload it here in the US. I have seen other people in Starbucks in the US with international cards and wonder how it is done? Is it just this straightforward or should I get an un-activated card while I am over there if that is possible and activate it over here? Anyone have any ideas?

[Oliver]

FLA SM - It is highly doubtful the stores are able to get out of their leases as quickly as Howie would like. Not surprising given A) the often crappy leases SBUX was willing to accept (against the advice of many in store dev) in its furious race to open the ridiculous amount of stores Howie promised each FY to Wall Street and B) the economic climate. With a paying, supposedly credit tenant no landlord in the current climate is going to simply allow SBUX to walk away. It took a long time to negotiate those leases, it will take even longer to get out of them. 600 stores is well more than a years worth of leasing work.

[thinkingaboutit]

Asher,

Thank you for the information. I really was just wondering what I'm going to be making as opposed to the money being part of my choice. I am going to do it, and it's because I think it's best for me, the company, and one of those hard working SS's in the company that actually WANTS to be in the ASM role.

[demoted SS]

I demoted myself from SS to Barista (scheduling issues) and got the same rate as I had before my promotion to SS. Bad enough, if I would have stayed a Barista I would have made more by then... So here I am, a better than average trained Barista (due to my SS training) and getting paid less than if I wouldn't have taken the promotion.

[Dunkin' Dough Nut]

I'm really puzzled about oatmeal. I too saw it at Jamba Juice today and it was the only thing really promoted, a big
sandwich sign outside, another inside, full color (what 'color' oatmeal is is hard to describe...guess it's 'oatmeal'.)

At any rate, what's with the oatmeal?
Now Panera is going to offer it too.
It's that gooey stuff from childhood your mom tried to force down your throat.

Has the world gone totally mad? Never
mind. It has.

[green_cup]

i told him i had no money and no gas and i was wondering if he could spare a partner for a few to come pick me up. (i was in at 2)he said "do you know how this looks?" i'm furious, used, confused, and hurt... what can i do. cant find the partner contact center # to ask for advise either. SM out for past 3 months with health issues. unapproachable DM.

Posted by: mary lou | March 08, 2009 at 07:20 AM

Mary Lou, at the chance this might sound heartless, it needs to be said.

You are in no shape to be working anywhere. You need to seek some counseling and help with your issue(s).

I can imagine that folks might be empathetic for a while in dealing with you, but it sounds like it's a constant thing. One excuse after another.

And, who even says this company has to assist you? Maybe the health insurance area (if you have your insurance through Starbucks) and that'd be a referral from Starbucks HR department to whomever does Starbucks' health insurance. It's not my job to cope, deal with and manage the illnesses of my co-workers. The same applies for Starbucks, whether it be your co-workers in the store or the higher-ups in the corporate offices.

As well, why would you even CALL your manager and having him/ her arrange a ride to work. That's your job to handle. Part of taking a job is reliable transportation to and from work. Sure, occasionally crap happens and that's what PTO/ sick days are for. Or a cab company. Or a friend. But not your co-workers (unless they're your friends outside of work).

If I were your manager, I'd have said the same thing. It DOES look bad and sends up gigantic red flags.

You're clearly not stable right now and that, unfortunately makes you unfit for employment.

Best of luck.

[I might be a law student, though.]

[...] It's not my job to cope, deal with and manage the illnesses of my co-workers. The same applies for Starbucks, whether it be your co-workers in the store or the higher-ups in the corporate offices. [...]

Posted by: green_cup | March 08, 2009 at 07:05 PM

I hope that store managers ignore green_cup's patently incorrect statement, since if Mary Lou is suffering from a qualifying mental condition then she certainly does have a right to reasonable accommodations under the Americans with Disabilities Act. Lack of transportation to work is obviously Mary Lou's own problem (and reasonable grounds for termination), but discrimination arising from a qualifying mental condition is just as unethical as outright racism, and very illegal.

N.B. I am not a lawyer and this is not legal advice.

[not surprised]

I beleive green_cup was just explaining the corperate view of this situation. Top management are a heartless group with no regard for the humanity of partners. It's been very clear for the past year or so that if you don't give everything to the company and expect nothing in return, then you're out. You aren't allowed to be anything but perfect. I guess all lower partners have to be perfect to make up for the imperfections of the top management.

[overwhelmedbucks]

I guess my only gripe is the one that DM's really have no idea what its like to run a store with all of the new requirements. Even though it would be rough and invasive, I think that it should be a rule that DM's work 1 day a week in a store in their district to really see what its like to suggestively sell 4 things in the 3 seconds you have with a customer in the morning rush while making a connection and having a conversation and haveing them pay and so on. I know it would be rough and hard having them there becuase they would really slow things up....but I think it would be a reality check because right now all they do is press send in their e-mail and ask us to do more and more....it would be a shock to see them try to do it in the store as well.

[Moiraine]

FLA SM: I work at one of those original closing stores. No, we are not closed yet and no, we have not had any notice yet this month. My customers ask me about the closing date, literally, 15 times a day. We have heard absolutely nothing from corporate. Not even our DM has had a whiff of info.

[howard]

the honest thing is, Howard is a very passionate man, just not a very smart one, we need someone who can use Howard's passion but adds business sense in to it. I am not saying if Burrows is not the man, I just dont know.

Also, compare sbux to other corps, we do okay with our employees, maybe not the best one, but defintely the better ones.

and really, a lot of the bs that has been going on involves mangement, sbux really need to look at who they are putting in to these positions, just becuz you were at the same position at another company dont mean you can do it here. at the same time, just because you've been at the postion for 10 years dont mean you deserve a promotion.

USE THE RIGHT PEOPLE!!!!

[howard]

overwhelm sbux,

it is not the DM who needs to work in store, they are the closest ones to the store. it is Howard, Burrows, and who ever da hell is in the "promotion team" to go work in the store.

they need to get it, and not just THINK they get it.

[Moiraine]

I just want to say that having worked at four different stores now, in three different cities, I have had some really great store managers. In fact, MOST of the store managers I have worked with have been incredibly awesome (three out of the four stores went through managment changes while I was there). So, saying that, I know there are a lot of really terrific peeps out there, running stores, and I want to give kudos to you. There might be a few bad apples out there giving you a bad name..unfortunately, such is life. Still, there is nothing so important to the little people, as having a great manager who knows what the heck they are doing and is willing to go to bat for their people. Thanks to all of you!

[lisa]

marylou-
while it is your responsibility to get yourself to work, dont let anyone bully you into doing more than you are able. some people don't understand that mental health issues are often just as debilitating as physical ones. Treating them otherwise IS discrimination. You said your DM is "unapproachable", they usually are, call anyway. I thin someone already listed it, but if anything, the parter contact center # is in the very front of the cash management log on the list of numbers. Also, hopefully you are seeing a doctor, and I recommend getting a note just in case, along the lines of "so and so cannot work such and such hours..." or whatever you might need it to say. take care.

[2:19am]

mary lou, i don't have any advice but from a partner who's working 30 hours/week, taking a full course load AND dealing with a severe eating disorder (and trying not to get so overwhelmed that i stop being able to function) - you're not alone.

[Gonzo]

11 years as a loyal Partner means NOTHING to Starbuck's. My wife was laid off as an SM last week. The reason? Her first Eco-Sure visit wasn't the best, and the one time the new RD made a visit to her store, it was during a mad rush, and this RD decides to dive into the sink in back and wash dishes, rather than wait 5 minutes for the rush to die so my wife can put a partner to it. As far as the Eco-Sure thing goes, NOBODY IN HER DISTRICT PASSED IT THE FIRST TIME< AND HERS WAS THE BEST SCORE!!! If I ever run into Sgt.Schultz, I will kick him so hard in his sack he will be undoing his tie to pee!

[alicat]

where is my laptop?

[GearUp]

"I already have one or two-a-day customers rolling their eyes and it won't be long before they're fed up and desert us."

Employees are probably the best resource they have to weather the storm and yet they are making no decisions that bring employee morale up from what I can see.

[TNT]

alicat...

The laptops are part of a new value pairing with the three jets for sale.

[GRTL]

I think the pairing marketing isn't working out so well, especially for stores without warming ovens. Marketing one pastry to someone whom has a HUGE pastry case in front of them with so many options to choose from and yet here we are telling them...oh have the cinnamon swirl coffee cake. Now why was that chosen anyway? Why not make it any pastry and a latte. Wouldn't that help sell more pastry period?

I swear I don't understand corporate anymore. I miss the days of the Starbucks experience.

[Ex Bux Pgh]

marylou, you can try the EAP, but I wouldn't count on them being any help. I was dealing with some mental health issues as well, which ultimately got me fired, but when I called EAP, all they gave me was names of doctors who apparently didn't exist. They gave me three names, and none of them were at the numbers given, and the people who answered the phones had never heard of any of them.

I think EAP is actually HR in disguise, waiting to get names of struggling partners to put on a hit list.

[b]

I have a question about remaking drinks.

A lady came into my store recently and said she was here to get her drink remade. She said her drink was part of an order of four from earlier in the afternoon and wanted it remade. She did not have a cup (with the wrong drink inside), or a receipt. I did not recognize her, nor did any of the other partners on the floor. She looked like she wasn't going to take no for an answer, so I Just Said Yes and essentially handed her a free drink.

What probably happened was someone went on a Starbucks run for an office or get-together, and this one drink wasn't up to par. Still, the entitled arrogance of this customer pissed me off.

Is there some kind of timing policy for drink remakes? It seems wrong to offer to remake a drink such a long time after the drink was purchased (in this woman's case, hours after the order I wasn't present for occurred). Am I within my rights as a barista to ask for proof if something like this happens again? Or can I tell them no, I can't remake your drink because I don't recognize you, and I don't know what you're talking about (tactfully, of course)?

[me]

This only happens at Starbucks!!!

Could anyone imagine anything like this in any other store of any given company?

Sad thing is, "b", I've had this kind of customer several times myself. I even once had a lady walking up to the bar, avoiding the lineup, telling the barista she just dropped her drink into her garage while trying to get out of her car and now wanted it to be redone. Without even conxidering to pay for it. Starbucks created these monsters, now they have to deal with them.

Disclaimer: I'm very well aware most customers are really nice and lovely, it's just these very few "Starbucks monsters" get under my skin.

[Me]

Spellchecking might help. Sorry!

[?ing]

me...

I agree, most customers are great. However, Starbucks is the only company I know of that asks their customers to be higher maintanance, more unpleasable, and more entitled with every new promotion. It has not served us well and it shows managements out of touch. If they wanted to streamline things they shouldn't come up with things like the "make it your drink" campaigne.

IDIOTS!

[Carmella Asalt]

This company is on its way down, absolutely. The equipment is awful and product quality is not far off. There should be an expose on the bananas we use...disgusting.
The actions taken by the company are understandable, but too much power has been placed in the hands of uneducated and egocentric DMs. We are turning into a low quality company.

[SoCalBaby]

Hey Carmella,
You hit the nail on the head. My DM is the longest standing "COCKROACH" the company has. She is solely responsible for the Union activity in NYC. She takes a "leave" right befor the last round of DM firings. It's amazing what inside information you get when you spend a lot of time under a desk. She has NO clue what goes on in the stores, nor does she care.

[TNT]

This company could train managers to do more and get rid of DM's altogether. This way you could have quality partners doing more administration yet they could still be intouch with customers.

The few DM's that offered any value to this company were layed off six months ago. What a tragedy, they kept the worst ones. Only the butt kissers and imbaciles are left, which doesn't say much for the creeps above the DM level either.

I swear, Howard and friends couldn't have run this company into the ground faster if he tried.

[MD SS]

I'm hoping someone can help me find an answer. Can anyone tell me where it states that a SS must be a full time employee? My DM is making my SM enforce a min 32 hrs for all SS and it's really not working with my schedule. It should be noted that my SM only needs me 24 hrs a week, which works out for everyone. The DM is being insistent.

[Ryan (SS)]

I might be a law student: Being a law student, you should know that discriminating on a mental illness is not "racism", it's just discrimination (still illegal in some cases though).

Nice try.

[Ryan (SS)]

sorry, i mean "like racism". The Americans with Disabilities Act is unfortunately not as strong an act as it should be, often higher courts tend to find ways around it. My comment above looks a tad sarcastic, don't take it wrong! I'm merely using a sarcastic approach to point out the flaws in our court system!