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

[g]

Shift supervisors are hourly part-time employees, they are not guaranteed hours, therefore, they are not required to work a certain amount. Never has it said anywhere in a Starbucks labor manual that a shift supervisor has to work a minimum amount of hours.

As with all other things, different regions and districts may have different standards, but whatever the official job description or resource manual says is the the policy.

[petie]

It used to be 27 hours for SS. It may have changed.

[green_cup]

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)?

Posted by: b | March 09, 2009 at 09:58 AM

Here's the thing, though... Starbucks customers, as someone previously mentioned, have been "brought up" to expect superb customer service and excellent quality drinks.

Now, the current state of the company is providing a massive disconnect with this notion, hence slowly eroding customers' generally very high expectations, but for the time being, it's still there. High expectations, like I said, are being lowered due to folks who work behind the counter, a lot of them just like you.

That said, you messed up big time here. You got the JSY part right -- you remade the drink. BUT, you questioned the motive. If she looked reputable, then why even question? And why is this woman a "monster" as someone else put it? She was clearly a customer, either direct or indirect (she paid someone to pick up her beverage) and thought the drink was subpar. Knowing how Starbucks operates these days and seeing your reaction, one could easily put one and one together and see that the drink more than likely WAS subpar and to top it off, you probably gave the person (whether it be her or someone else) an attitude during the transaction.

You only gave her a "free" drink because your store screwed up. It's that simple.

Now, you need to look into the mirror and realize something here: it's your nearned arrogance and sense of entitlement that needs to go. The customer, who is clearly entitled to a great customer service experience, should be pissed. You cost her time and money today. There's NOTHING that she owes you other than a nasty comment card and maybe a talk with your manager about your poor service and even poorer attitude.

You have NO rights to demand anything of your CUSTOMERS (and mind you I said CUSTOMERS) as long as they are being reasonable. A homeless person who LOOKS homeless and is trying to scam you? No way. A reputable customer who clearly comes in with a simple request - YOU HAVE NO RIGHT TO GIVE HER BAD SERVICE AND MAKE DEMANDS ON HER.

It's not senior management who are running this company into the ground... it's the unearned senses of entitlement baristas walk around with. You all work in retail food service, one of the lowliest jobs out there! I mean, and this is becoming pretty marginal, but you all basically work at McDonalds.

In this market, you should be HAPPY you have a job and actually do it well and be happy your customers are still walking in the doors PAYING YOUR PAYCHECKS. I know lots of customers who are leaving everyday.

[Christin]

No where does it say that SS must be Full Time, and I think it would be quite impossible for all shift supervisors be full time if you are watching your SS compliment.

[Anonymous]

Did anything go down with the execs today? Is Chet really gone? Terry?

[BOSTON STARBUCKS REBEL]

There was a notice published on the Starbucks Portal about the current restructure. I do believe Chet is gone.
And the people rejoiced.

[BOSTON STARBUCKS REBEL]

http://media.www.sbstatesman.com/media/storage/paper955/news/2009/03/09/News/Starbucks.Slice.Of.Life-3664656.shtml

This is a pretty good story.

[ARE YOU SERIOUS!!!]

green_cup is right again...

It's not the people running the company that are running it into the ground, it's the people at the bottom ("lowliest jobs out there") that are ruining this great, well oiled machine.

Thanks! Now at least I know if I just do everything I'm told by senior management (who would be chalenged to get a bugger off their finger) the company would be fixed. All would be utopia!!!

[who cares anyway ;^/]

@ ARE YOU SERIOUS:

Starbucks did create the problem by creating great customer expectations. Thus I guess you could say that Starbucks created the customer. Starbucks hasn't made anything that works well yet, so why would a Starbucks created customer work well?

Interesting...So it really is the Starbucks senior management that's at fault.

[Moiraine]

LOL! Woooo! Utopia! So easily within our grasp! :p Who knew??!

[Matt]

green cup-switch do decaf!

[BOSTON STARBUCKS REBEL]

I would've told that lady she didn't need another drink. She could take a long walk, off a short pier.

[shift_in_tejas]

SS's have to be available to work a minimum of 32 hours a week. This doesn't mean they actually work that many hours, it just means that is their availability.

[who cares anyway;^/]

Yes the policy is "just say yes". Remember though, it's always good to have the shift incharge approve everything. Baristas have been fired on the spot for giving products away free, even with good reason. Without a recipt you're in dangerous territory. The company says one thing and then does another. They stand behind no partner.

[still me]

Nope, at least here in Canada, my region (Toronto) anyways, a SS needs to commit to 32 hours. Which is full time according to Starbucks. This translates into a minimum availability of 70 % of the stores operating hours. If you are getting these many hours is another thing, but you would have to commit to it and have the availability. Otherwise you're toast.
Some people cut deals with their SM. But please remember, these deals are only valid as long as your SM remembers them (or has his job).

[still me]

Nope, at least here in Canada, my region (Toronto) anyways, a SS needs to commit to 32 hours. Which is full time according to Starbucks. This translates into a minimum availability of 70 % of the stores operating hours. If you are getting these many hours is another thing, but you would have to commit to it and have the availability. Otherwise you're toast.
Some people cut deals with their SM. But please remember, these deals are only valid as long as your SM remembers them (or has his job).

[ARE YOU SERIOUS!!!]

Being someone else with "the lowliest jobs out there" perhaps you should have offered to sleep with her. Maybe your manager too. Oh hell, sleep with everyone. It's the least we could do for our great leader Howie.

[white_knight]

all praise our leader Howie. this company is being killed by our sweet sweet customers, the one's that bring yesterday's dirty cup and ask for a refill..*you know who you are*, sticking around the store dressed like you just came from the salvation army asking for a refill every 30mins and stealing the newspaper..ugh, you disgust me.

[Melody]

white_knight, imho, Starbucks unleashed a monster with the registered card benefits. Created the situation where suddenly everyone thinks he or she should have a cheaper beverage than what he or she has, and the words "free refills" mean totally different things to different people. I seriously think Starbucks would've been better off if there had never been such thing as the registered card benefit. Harder to take that away now, but I vote against the registered card benefits.

As to the woman who wanted a free beverage because her drink wasn't up to par, even though the barista had no idea who she was or when she had the drink or any evidence that there had been a drink: I would have just said yes, and politely asked that in the future she come back with her sub-par drink. I'd play it off innocently: As a barista you might be able to better see what went wrong with her beverage if you can take a look at the cup markings, or inspect the drink. Her drink should be perfect every time, and if it wasn't perfect, you the barista can better figure out what went wrong if you have the old beverage.

Any more gossip on the executive shuffle? Interesting that Kutchinad is allegedly out: just based from the comments here at this (and based only from that) it sure seems like he wasn't too popular.

[quote]
It's not senior management who are running this company into the ground[/quote]

I kinda think they've earned a fair dose of criticism. Mixed messages to the baristas. Allowing the proliferation of a million stores. And so on and so forth. There's no point in me rambling. Sure, I agree I've met some baristas that make me wince, but senior management is equally, if not more, responsible, because they set policies, create the work environment, and create the culture of the business.

[Lovodo]

The reason for my message to alert any of those Managers (SM's, DM's or any multi-unit manager) who have been negatively impacted by downsizing to e-mail me. I know of a nationwide company that is looking for Managers in most US markets and I can help you get an interview immediately. The greatest needs are in Mid-America.....

Requirements:
• Bachelor Degree (any subject)
• Drug test
• Retail/restaurant management experience

I have worked for SB for seven years and I decided to leave before my passion for the company ran out. I am not leaving on bad terms, but just felt like it was time to move on. My goal is not to headhunt, but instead to help someone who lost their job.

Regards,
Lovodo
lovodo@yahoo.com

[Ali Cat]

hey TNT you crack me up.

[white_knight]

and have you fellow baristas out there realize that the "Just Say Yes" policy is basically being thrown out with the "No Substitutions" on our "pairing" (combo/value meals)..i mean how do we jsy to that?

[Snizzle on me Nizzle]

Has anyone else seen the "DECAF" VIA packets?? I was unaware of them, but a customer brought one in and was looking to purchase more. Corp has to keep us updated on these new things and not the customers.

[musicbox]

I had a situation where a young boy brought in his mother's drink and said "My mom said that her drink tasted like it was made with water. She wants a new one. She feels like she's being ripped off." The venti cup was marked as a mocha and was EMPTY! "And she drank the whole thing?" I asked incredulously. He nodded. I made the drink and told him that next time she should ask for a new drink as soon as she realizes she doesn't like it, not after FINISHING the so-called subpar drink! Don't tell me that legendary service means kissing the asses of people who "look reputable" while assuming that homeless looking people are running a scam. People in all walks of life can be cheap and unethical.

[BOSTON STARBUCKS REBEL]

Yes, people in all walks of life can unethical, just look at the current Administration.

[Moiraine]

We have the same problem with coffee refills. Technically, we only give refills for people who have been sitting in the lobby. This has recently been an issue at my store. Someone who obviously was not in the lobby would come in and ask for a refill. My partners would let them know "we will do it for you this time, but just so you know, our refill policy is..." Fine. The problem is, the same person will come back, and, catching a different barista unawares, will do the same thing again, even though they already know the policy.

I kid you not, a little while ago I was watching as this man walked in the front door. Our eyes met. He walked up to my register and asked for a coffee refill. I told him I was sorry, but our policy....yadda yadda. He smiled at me and said, "I know" and held out his cup?!?!?! Are you kidding me. I was like "buuutt..." and my eyes wandered to the door, I guess at which point he realized that I wasn't going to cave. Jacka**
I told my partners to stop giving the refills. If there is a problem, I can deal with it. I mean, most people won't cause a commotion over it. If they can't get away with it, they can't.

Likewise, if someone tells me offhandedly that they dropped their drink, I don't tell them I will remake it. It's one thing if they drop it in our store, or the parking lot, or their car and come back in dripping. Totally different. If they were in this morning though, I have no way of knowing if they are being honest. I am not going to go around giving drinks to empty handed people who come in saying this or that. I mean, let's be reasonable.
Most customers ARE reasonable, and there are respectful ways (usually) of dealing with the obnoxious ones. The ones who can't be dealt with...well, you know, there is nothing we are going to do to change that.

[Paco Loco]

YO Mamis and Papisitas!

The customers who are difficult and rob you directly to your face as you smile and do nothing are meant to be ban from your store. They are not customers they are theives and if you can confront someone professionally and deal with the situation yourself when it is happening and cave in when being put on the spot...Well, then you should not have any authority and are not confident with your own skills and dealing with stressful situatuions. Remember that you must be ready to "DEAL" with what that psycho is going to do or say at the moment. So, if you can't then don't pretend to be a SS, ASM, SM, Diesal Muts I mean DM. etc..Viva La Rassa!!!

[Paco Loco]

March 3rd, 2009
Coffee talk with Starbucks CEO Schultz
Post a comment (2)Posted by: Jessica Wohl
Tags: Shop Talk, coffee, howard schultz, instant coffee, Starbucks
We thought you might be interested in some comments from today’s chat with Starbucks CEO Howard Schultz.

Schultz told Reuters he hopes to bring out decaffeinated Via instant coffee this year. What was his drink of choice as he visited with us in Chicago? Colombian Via, which made its debut on Tuesday.

He admitted that “people might trade down on a size or come less often as a result of the economy.” But he says Starbucks is a place where people also seek refuge and a break.

The company’s new $3.95 value breakfast pairings have gotten a lot of press attention of late, but the black horse may be its $25 loyalty card. Schultz said almost 700,000 Starbucks Gold Cards have been purchased since Thanksgiving. The card gives members 10 percent off most items at Starbucks and other perks — like free coupons to try new products such as its Tazo tea drinks.

For now, Starbucks is focused on selling its breakfast pairings and Via instant coffee. While Starbucks has seen “a lot of demand” from grocery stores who want to sell Via, it is only in Seattle and Illinois for now, and not in grocery stores (though it will be sold at Costco, Target and Barnes & Noble).

The CEO also let us in on a little factoid about Via, which Starbucks has been tinkering with for more than 15 years. The inventor of Via created a liquid extract in the 1990s that was the centerpiece of the blended Frappuccino, he said. Getting to instant proved to be much harder.

Schultz also hinted that Frappuccino or iced coffee drinkers could find a new flavor in stores in time for summer, but declined to elaborate.

[green_cup]

Here's the issue you all face, though:

Your stores need folks to spend money. It doesn't matter how much or how frequently. Obviously more in both quantity and frequency.

By turning away these "theives" as you all call them, which honestly sound like 90% of them are PAYING customers, you're turning away even more sales.

Maybe five, seven years ago you could afford to do so, but Starbucks is seeing stores close due to lack of demand (sales + customers). Can a store truly afford to take this pathetic "stand" by banning customers who are merely banned because someone at the store "thinks" they are thieves?! No. The stores need money more then ever.

As well, JUST SAY YES *requires* you fulfill reasonable requests. Everything stated here is perfectly reasonable.

The coffee refill guy: I think you're just crazy. No one is trying to "game" your system. The venti mocha chick: how do you know she didn't pour it out so her kid didn't burn himself on the horrible made, subpar beverage? You don't know.

So, I'd recommend you all get off of your high horses and remember that you're in the stores to SERVE your customers. They are to experience CUSTOMER SERVICE. Your customers are not there to serve you, which, from what it sounds like, you'd all love. Again, this unearned, self-imposed sense of entitlement and demanding, nasty attitude you have about your customers is ridiculous. It's almost like every "barista" has a customer vs. worker mentality. If that's the case, then, the Starbucks workers are BELOW the customer, as the customer ALWAYS comes FIRST.

Anyhow, just remember this: the customer has many places to get their coffee, yet a Starbucks store only has a finite number of customers. Your customers can leave you and still get damned good coffee (if not better, frankly). You NEED your customer to spend money at your store so you can earn a paycheck.

Customers will get sick of the horrible attitude the help at Starbucks displays; it's evident that they're leaving. There's lots of great coffee out there and Starbucks doesn't have the "cache" it once had. People are figuring out how to live with their daily cup.

[P]

Starbucks "ethical" ????? I question that.

My Niece works at a retail store and was told she could not attend her grandfather's Funeral...because she was scheduled to work.
What about bereavement for immediate family?
I think a Grandfather is considered immediate Family...Don't you???

[Torontodude]

I think there has been too much focus in this thread on customers trying to game the system -- or even being condemned as "thieves."

I often stop off at a Starbucks near my gym for a Venti drip --or maybe a red eye. After my workout, I return for a refill. Am I a deadbeat? It's pretty obvious what I'm doing; if I'd been in the store the whole time, why would I be wearing a winter jacket? No one has ever said anything...even when my refill is a regular drip and the first cup was a red eye.

I do this three or four times a week. About once a week, I will also purchase a breakfast wrap. About once a month, I'll order an 8-cup French press, pay in cash, and leave a couple of bucks as a tip. But were it not for the free refill policy, I probably would spend more of my coffee dollars at my Indy place.

So in my case, the registered card works well -- for me and for Starbucks.

[The External One]

I give anyone a coffee refill as long as they purchase their first coffee...i want the 53 cents plus sometimes they will purchase pastry-sit in my store and enjoy enviroment-we are dumping it out take care of the customer they will stay loyal

[ARE YOU SERIOUS!!!]

Again green-cup makes another great point...

We need these theives to grow our business. So if sombody is stealing product from your store, just say yes. That way we'll all have these great jobs.
Again, all would be utopia!

[Ostkind]

Wait a minute. Excellent to provide excellent customer service doesn't give people the right to be disrespectful, demeaning, rude, etc to people making a living serving them. Karma will get them. You learn to shut up but sometimes don't add that extra smile. Green cup and you other dreamers - corporate America will not support you!! They look out for themselves first. You are, have been and will be just a cog in the great wheel. This is the reality. And some people are just supreme assholes and maybe need to go elsewhere. You are demoralizing people who try hard to do a great job by supporting deadbeats who don't realize that a business needs SALES to survive.

[FormerDM]

Was Howard referring to "Project green"?

[FormerDM]

I'm sorry Howard was referring to Project "MI-5" which should be a cool beverage promotion!

[TORONTOWYLD]

Tdude, I think the refill policy is a little more lenient up here -- at least at my store rather than insisting a customer stay in our limited space cafe if they want to qualify, we give them a reasonable two-hour window to come back. Some of our regulars walk their dog and stop back in on the return trip, for instance =>

[Splash]

That said, you messed up big time here. You got the JSY part right -- you remade the drink. BUT, you questioned the motive. If she looked reputable, then why even question? And why is this woman a "monster" as someone else put it? She was clearly a customer, either direct or indirect (she paid someone to pick up her beverage) and thought the drink was subpar. Knowing how Starbucks operates these days and seeing your reaction, one could easily put one and one together and see that the drink more than likely WAS subpar and to top it off, you probably gave the person (whether it be her or someone else) an attitude during the transaction.

You only gave her a "free" drink because your store screwed up. It's that simple.

You have NO rights to demand anything of your CUSTOMERS (and mind you I said CUSTOMERS) as long as they are being reasonable. A homeless person who LOOKS homeless and is trying to scam you? No way. A reputable customer who clearly comes in with a simple request - YOU HAVE NO RIGHT TO GIVE HER BAD SERVICE AND MAKE DEMANDS ON HER.

***
green_cup - how do YOU know she was "clearly" a customer - based on how she looks? Just because she doesn't "look homeless" means she was telling the truth?? "Clearly" nothing - she was a random person who walked in and without showing any proof of anythign demanded a free product.

Wow...just...wow...

[Curious]

For coffee refills, honestly, its $.53 for coffee you were probably going to dump down the drain anyway. As long as they bring back their cup and it doesnt look like it was dug out of the trash, I'll give ya the refill.

People really misunderstand the "JSY" policy. It's a "guideline" not a rule. If someone walks in and just says to you "I want a venti mocha, but I dont want to pay for it. So, gimme!" do you "JSY"? No. I had a lady order a tall coffee, sit in my lobby for 2 hours, come back up with 1/2" left and say "this was cold..I want a fresh one". I told her she could gladly pay the refill price of $.53 for a piping hot cup of freshly brewed Pike Place but I am aware of how thermodynamics work and coffee will not stay hot for 2 hours in a paper cup while you drink 11 out of 12 oz.

Put it this way. You order a hamburger from McDonalds with no ketchup. Do you eat everything but 1 bit of the burger then go to the McDonalds 3 miles down the road and demand they make you another one?

Do you go to McDonalds and order a hamburger but with 1/2 an extra bun, lettuce, pickles, onions, special sauce, and whatever else comes on a BigMac but say "I'm only paying for a hamburger! I bet you don't.

[MD SS]

RE: SS working 32 hrs

I started at the top of the chain with the Partner Contact Center and was deferred until it got to the regional level with my local Partner Resource Manager. I was informed that hour requirements varied from region to region. The local Partner Resource Manager told me quite clearly that yes, indeed, shift supervisors are required to work 32 hrs a week. She said that that was always the case, but that only recently with Optimal Scheduling have they reall begun to enforce that. I explained to her that I thought that requirement was not in the best interest of my store. By forcing my SM to schedule me 32 hrs, he was taking away hours from the other two shifts, who want 36-40 hrs a week.

For my SM to get all 3 of his SS at a min 32 hrs, it takes away hours from the baristas. The Partner Resource Mgr said our situation would be discussed with the District Manager, but I have a feeling that they are going to be steadfast on this one. Which is ridiculous. That additional 8-10 hrs a week that he is being forced to schedule me could be given to the other SSs or baristas, who need them. If I do not desire to work 32 hrs a week, my option is to a) part with the company or b) step down to barista. It would seem that I'm stuck with their rules; there doesn't seem to be anywhere else for me to take my issue.

[StLouieDrip]

@green_cup, I'm a (used-to-be*) customer, and I'd also call them thieves for demanding freebies. And as a (used-to-be*) customer I see thieves and customers as being two totally different things. So, is that me being entitled because I see them as thieves when those people demand something without paying for it? Naw, just seeing a bunch of thieving scum who are scamming sbux is all. Ironically a lot of us who stopped going to sbux have been the PAYING customers. Customers don't want to pay for bad product and bad service, so many of us stopped coming. But that's not the case with the thieves, because they're still getting a good deal no matter how bad the service/product.

"By turning away these "theives" as you all call them, which honestly sound like 90% of them are PAYING customers, you're turning away even more sales.

Maybe five, seven years ago you could afford to do so, but Starbucks is seeing stores close due to lack of demand (sales + customers).

But here's the thing... five, seven years ago there were enough paying customers to cover the cost of the thieves. Not so anymore. Less paying customers now means the thieves take a bigger bite of the whole pie. So the shrinking pool of paying customers can no longer support the (growing?) pool of thieves.

"By turning away these "theives" as you all call them, which honestly sound like 90% of them are PAYING customers, you're turning away even more sales."

Um, firstly, it's insulting to the REAL paying customers to call the thieves "customers." Secondly, how are they turning away sales when they turn away the recurring thief who wants a freebie without paying for it. You're not even making logical sense.

@Torontodude, you're clearly a regular paying customer, not a regular thief. If I go only once or twice a month they STILL remember me from a previous visit, so isn't it possible your baristas know you by now? and know what an asset you are to them?

===========
*it's been a whole month now, wow!...
Aww, feels much longer, sigh...
I already miss the good ol' days, sniff.
Indies are nice though... fresh roasts, rotating varieties, friendly service, and some VERY nice caps.
Mmm, just lovely.

[.]

I understand the premise behind the "Just Say Yes" mantra, but I think it's in a gray area for the lady's company order mistake. No receipt. Not a recognizable customer. Not even the cup. It's akin to going into a department store saying, "The jeans my friend bought for me yesterday had a rip in them. Can I go grap another pair? Oh, no receipt, sorry, and I left the ripped jeans at home." We are definitely supposed to deliver legendary customer service, but isn't one of our guiding principles, "Recognize that profitability is vital to our continued growth and success"? This situation just gets under my skin. Most recently someone ordered a venti peppermint mocha from me, left, came back a two hours later, sent their kid in with the empty cup saying, "My daddy didn't like the peppermint, can he get a white mocha instead?" "Sure!", I say, "That'll be $4.23." "Oh," the kid says. "He told me to come get him if you ask for money." Ten minutes later of trying to explain if he didn't like the drink, he should've given it back when he took his first sip at the counter instead of drinking all 20 ounces of it, and how the peppermint syrup's too strong, etc. In the end, I gave him a free venti white mocha. Over 4 dollars of product, and 15 minutes of labor, lost. I don't mind it if you don't like a drink, but tell me IMMEDIATELY, please! It takes one minute to remake a drink. Then I don't think you're trying to put one over on me! Gah!

[BOSTON STARBUCKS REBEL]

If you used your resources on the refill policy. It states that the customer can get a refill anytime that the customer brings back the original cup it was brought in on.
The old refill policy I believe was superceded by the new one back in August 2007. You should cross reference your POS manual and refill policy on the Portal. I know its really hard

[TNT]

Why would green_cup listen to reason?

Green_cup apparently knows everything.

It must be a burden to be green_cup.

[Sneaky]

In response to Shift Supervisor hours, the staffing levels of a store are determined by the following "formulas".

Total Partners = Avg Weekly Hours/22 (avg hours per partner). So if a store regularly earns 350 hours the number of total partners should be 16.

The number (or existance) of an ASM and # of SS is determined based on hours a store is open and average sales volume.

The Shift Compliment is based on the following;
SM and ASM's = 40 hours per week
SS = 30 hours per week

To determine # of Baristas;
Total Partners - SM/ASM - SS = Baristas

So, in above example, if the store was an average store (4:30am - 11pm) the staff would look like this;
1 SM
No ASM
5 SS
10 Baristas.

Each week/month/quarter the DM's & RD's analayze the payroll reports by store/district/region to see if the SM's are managing within their Shift Compliment. So, in the above example, that means no more or less than 190 hours per week for SM & SS's. The reason for this is assumed to be that a store operates most effectively with the correct amount of leadership. Too few hours and the "inmates run the prison". Go over and you are lowering sales per labor $ spent (using higher paid SS hours for a Barista).

This doesn't mean each SS has to have exactly 30 hours, but the total between them MUST be no more than an average of 30 between them.

As a DM my team and I agreed that we would manage to the average, in other words all SS at 30 hours. My RD and PR were in agreement and off we went.

Hope this helps.

[white_knight]

green cup is a genius, i just figured it out..mathematically of course. in order to make x amount of money we need to throw away and hand out free stuff to people that think they deserve a free refill or a remake of a sub par drink that didn't even exist in the first place. seriously i challenge you to go to a mcdonald's with an empty wrapper and claim that they made it wrong and ask them to remake or give you a refund, without a receipt of course. then tell me if they honored your "word". and please its not a nasty attitude we baristas give off, its the way the situation is brought up to us. Policy, some people just will not ever understand what that is!

[ex]

the just say yes policy is a catch 22, if management likes you they look the other way, if they do not like you , then you will get a write up for not following policy, the refil policy or any other is not a guideline, it is a rule a policy to be used against you if management wants to eliminate a tenured partner. Soon all partners with 5 years senority will be gone to hire newer cheaper partners for less monies and benifits. Respect and dignity be damned

[white_knight]

damn. in a way, i can see what you mean ex. this happens at my store constantly.

[Melody]

@BostonStarbucksRebel - Is that the new refill policy?

On the topic of how customers try to get free drinks (or so it seems) - This whole conversation is so very very depressing. People are people, and they want to be taken at their word, and most people, whether customer or baristas, or nice wonderful and honest people. What walk of life they come from is irrelevant. That bar that divides barista from customer doesn't suddenly make one party more righteous than the other.

In the clothing industry, lots of retail clothing stores will take back their own merchandise for in-store credit. Do people abuse this? yes. Once in a while, someone will walk into a store (at least in my own experience) with an item that has been worn & washed and say, "this jeans just didn't work out for me, can I get an in-store credit?". Keeping customers is VERY important, and the reputation of the business is just as important. My manager would just say yes and take back the old merchandise. We believed in what our business stood for.

And in fact, in the little bit of retail clothing work experience that I've done, I've seen far more damage/loss to the business by employees who tried to somehow pass on their employee discount to families and friends, or wore new merchandise out of the store under their clothes or were not perfectly honest at the register. It looks to me like employees can do more damage definitely NOT because they're more dishonest but because they have more access to whatever wares your retail business sells.

But overwhelmingly, you're not being scammed. You need customers, and though you think you might be just pushing one customer away if just say "no" it has a real ripple effect. Starbucks built its reputation on word of mouth, and it can destroy itself in the same way: word of mouth. Now is the time to be keeping customers. 99% of baristas are good people not trying to scam you. 99% of baristas are good people giving 110% at work.

Sigh. It's so depressing listening to the us/them arguments here at S.G.

[FLA SM]

"If I do not desire to work 32 hrs a week, my option is to a) part with the company or b) step down to barista."

Actually, there's a third option. Accept the 32 hrs a week as scheduled. Then find one of those other shift supervisors who want more hours to take one of your shifts. If it's true that more than one of the other SS's regularly want more than 32 hours, than it should be a simple matter to have them cover one of your shifts every week. Problem solved, everyone wins.