"From the Comfy Chair:" A first good impression goes a long way

BY JUAN VALDEZ

Starbucks

538 S. Virginia St
Reno, Nevada

Reno, the biggest little city in the world, has seen better days. Actually, most likely, even when it saw better days, someone somewhere was still saying it'd seen better days. Frankly, it's an old and tired dump and any new construction that might be taking place pops up on the outskirts; well away from the beaten up motels and pawn shops which overwhelm the downtown core.

South Virginia street is Reno's equivalent of the Las Vegas strip albeit on a much smaller scale. It slips out of downtown like a thief in the night; a mostly darkened stretch of roadway that tries to rise above it's roots in places only to slump back into the waters of despair; heaving from the effort of trying to keep it's head above the sleaze.

The Starbucks at 538 S. Virginia St. sits in one of those pockets of sleaze. Across the street is the old Bonanza hotel, once a fair imitation of a value hotel, now just a monument to neglect. According to the sign outside, the price for a room at the old Bonanza is 19 bucks a night. Sure there are glitzy casinos further north on S. Virginia offering similar room rates in these turbulent economic times however their prices are temporary whereas, at the old Bonanza, cheap is permanent.

One of the ways you can tell SBUX on S. Virginia street is in a fairly rough neighborhood is the locked bathrooms. At least you don't have to remember a code to get in...instead you get a key tied to the  bent top of an old french press. The bathroom was clean in the middle of the afternoon as were the well stocked pastry and cold cases./CONTINUED IN THE FIRST COMMENT BELOW

Comments

[JUAN VALDEZ]

There were three partners on the floor and the one who greeted me was quite nice and friendly. She actually talked to me about the coffee and when I asked if they had anything bolder than Pike Place, she immediately offered to do a French press of anything I wanted. I asked what my choices were and she said anything I wanted but they did have a bag of Kenya open. Not wanting to ask them to open a bag just for lil ole me, I jumped on the Kenya. And here is where a great first impression goes a LONG way...

She told me to sit down and she'd bring it out to me. So I settled in and got involved in the book I was carrying; so much so that I didn't realize she'd completely forgotten about me until she approached the table, some 15 minutes later, very apologetic and carrying my cup of Kenya. Her gaffe didn't bother me a bit; partly because I hadn't noticed but also because it was clear she felt bad and she had gone a long way toward connecting with me at the register. I took my coffee, thanked her and dove back into my book.

Business was slow and, in between the pages, I did notice none of the partners did any lobby sweeps. The lobby really didn't need them however you can't always tell from behind the counter so someone should come out every now and then. The other glitch in my experience was one partner who leaned on the register, drinking from a cup, chewing gum and talking to the other partners. This was a cafe store so all activity was funneled through the front register. I didn't think this looked good at all and, before I get clobbered with "SHE WAS DOING A TASTING," no, she was just taking a little coffee and gum break while waiting for the next customer to come waltzing through the door.

All in all, a good visit...just be aware of how that kind of activity looks.

Overall SBUX rating: B+

Time of day: middle afternoon



# of partners on the floor: 3




Service time: 15 minutes


Business level: slow
Was the bathroom cleaner than a gas station bathroom?: yes

Legendary service: yes




Would I recommend to a friend: yes

COLUMN STATS




* # of stores reviewed where a partner has tried to connect with a customer – 11 out of 27

* # of stores where they've offered samples of anything – 2 out of 27







* # of stores that could have been considered "understaffed" - 0 out of 27

* # of stores with a clean bathroom – 15 out of 27

"Juan Valdez" is the nom de cyber of a former Starbucks manager who became disenchanted with the increasingly bitter taste of the Starbucks experience and fled to the mountains of Colombia where he now rides his burro and ponders the glittering sunsets. On a crisp clear day, when atmospheric conditions are just right and the moon is in the seventh house, Juan can be reached at [email protected]

[BOSTON STARBUCKS REBEL]

Thanks Juan. I am really glad that you enjoyed the french press. I would've given you a sample of a pastry to go along with it.

[Crema_the_crop]

I really think most baristas simply don't *get* (or care?) how gross and unprofessional it is to eat/drink up front. Aside from it being a QASA violation (eating/drinking in food prep area), it gets really gross when partners try to stash bevs where shifts won't find them and they're forgotten about for days. Sick sick sick.

[just askin]

were you there on REI business?

[jlenti]

If you ever thought, "Gee, someone should do something about that," then let Voxometer.com know about it. Voxometer.com's Universal Suggestion Box gets your ideas noticed.

Thanks

[Bean Counter]

Juan, although I think the optics of having a drink on the floor are somewhat questionable, I think it can be a necessity as well. For example, if I'm the sole DTR/DTO partner on a busy afternoon with only 3 partners on the floor total, I need a Venti cup of ice water to keep me hydrated and my voice going through my shift. I always keep it concealed behind the expeditor register since I don't have time to run to the back room for a drink.

Bottom line, cafe register drink bad, DTR drink okay, imho.

[Pat Nerr]

HA! Juan... I think Just Askin' is under the impression that you and I are one and the same... and they assume they know where and who I am...

Just Askin'... you're a true "Partner"

[Stupsss]

"it gets really gross when partners try to stash bevs where shifts won't find them..."Posted by: Crema_the_crop

Who gives a damn if a SHIFT sees my drink, you are not management so take you barking orders to the back, you have no authority, we are the same according to the State of California, so SHIFTS can lick it...

[Squash ur beans]

@ Bean Counter: seriously?

I love the partners that just HAVE to have a cup of water because they talk. Everyone talks! What makes you so special? You do no more talking taking orders through a headset than the register partner or a legendary bar partner.

Keeping it behind the DTO screen is still a QASA violation and when it spills- will damage the entire computer.

If you were my partner, I would throw away your cup every day I saw it, and write you up until I fired you.

This is not your business. You don't make the rules.

[Bean Counter]

@ Squash:

You must be living in a dream world (or a really slow cafe store) Squash since it sounds like you're never worked a DTR shift in your life, let alone one where you've got only two other people on the floor on a busy weekend afternoon, while handling all DT tasks because the other two partners are completely preoccupied with the customers they're serving and the drinks they're making.

Besides, I work in a store where they need me far more than I need them. I once got written up for being late for a shift that was miscommunicated to me by the ASM. I was so pissed off that they would write me up for such nonsense that I threatened to quit on the spot and form was torn up in front of me and into the trash.

[anon]

Hey Juan - now you can have your hand crafted espresso beverage and a clean bathroom...woot.com is selling the new Sirena espresso machines for $199. Today only. http://www.woot.com

[Squash ur beans]

Prima Donna much?

[ny partner]

Hey StarbucksGossip editor(s?) - Can these "reviews" be less frequent?
While I agree that a semi-outsider's perspective is intriguing, Mr. Valdez's despondent view is the last thing I want to read on Starbucks Gossip. His dry reviews often remind myself (from an under-staffed +30k/week store) how ridiculously hypercritical and downright oblivious upper management/corporate is to demands that are put on us.
These reviews reek of unearned arrogance. It seems awfully ridiculous that he is critiquing this particular team for not doing any lobby sweeps even when none had to be done. And although a barista made him a french press- which I must mentioned showed how selfless our little Juan is to not request an unopened bag - and delivers it to him, he mentions that a partner talking to another partner at the register while no customers where there was the "other glitch in [his] experience." ... please.
I personally would find it interesting if we could get the barista's side of Juan's epic tales. Based on his attitude that he portrays through his reviews, I probably would find him unfriendly. And based on his writing style I probably would find him quite dull. I commend the baristas for attempting to make conversation with this man.
I however must give Juan some credit for entertaining us: its a running joke with a fellow partner and I how hilariously absurd these reviews are and how Juan resembling the cafe de colombia man must have to park his mule in front of the store.
Get a life. or a job.

[Juandering why I can't write]

Juan big A$$!

[SBUX partner]

Juan, you are quite the pessimistic individual. Your articles are drab, and unfortunatley have no positivity at all. They reek of being written by a man filled with neurotic and egoist thought. Unfulfilled with his life, so finds meaning and value in critiquing a coffee chain holding them to standards and protocol that even Mother Teresa or Gandhi possibly couldn't achieve.

Alas, I digress.

Take it easy; take a step back and realize that people are only people. They are not useless automatons to be commanded to serve hand and foot and brew your coffee. It's only coffee.
Have a nice day.