It's Friday, and Starbucks Gossip regulars know what that means....

It's time for another weekend OPEN THREAD, where anything Starbucks-related is open for discussion. (Posts that aren't civil will be deleted and those who write them face a possible ban.) || Jump to the third page of comments.

Comments

[babybux]

thanks for the info brown dot.

[Sam Spade]

I just read through this thread and I wanted to adsress a few things I noticed:

-SM can work over 40 hrs per week unless they are in a state which otherwise forces them to take (eg Cali); they are FLSA exempt from OT.

- If you had health insurance on your last pay stub and were not offered COBRA upon separation, call Partner Resources and (if needed) your state's Dep. of Labor.

- I agree that the culture has changed, but it started under Jim Donald. Hopefully Schultzy can bring it back once the recession ends, but by then it maybe too late. I've always been a barista who focused on partners first, always addressing morale issues for (and inspite of) management. I still blast my ipod when I feel like it and try to encourage everyone to, most of all, have a good time. It can be hard, but I insist that the few of us left who know, who get the culture, are fighting the good fight.

[It's not easy being green, but a few of us are still trying.]

I know there are many readers on this blog who think that ASMs or SMs or DMs are nothing but lazy and soul-sucking, but I'm pretty sure we all know that there are ones who work really hard and care. I try to be the latter, but it has gotten me into a touch of a predicament when it comes to earning my own store.
Maybe this is a weird question. PIAT's for ASM's and proper paneling have pretty much gone out the windows in my district.
Now ASM's are given a store to manage for a few months, at assistant manager pay just to see if they can handle it. If they pass, then at some unidentified time, they may receive that store and the appropriate pay raise or they might just be put back in their ASM spot to wait it out because yet another external has been brought in. If they don't pass, they make it the way of all the ASM's who were "optimized" a few months ago.
I only know one who actually earned a store this way and there are two doing this now. I'm probably going to have to start this in September, for at least two months, but with a possibility of seven months based on some health issues in management.
What right do I have to request some compensation? To manage a store for half a year at my current pay rate (when I know my brand new manager who is taking leave makes 30% more than me), seems grotesquely inappropriate, especially if this becomes an extended personal leave. I understand a month of coverage perhaps, but how long should one go doing this job without appropriate pay? Talk about saving money on labor costs, not paying for a store manager will save my store $20,000 dollars in six months.

On a positive note, I really look forward to running the store! I am more efficient than my manager at scheduling and was around when the Connect Discover Respond, Green Apron, Coffee Master and other programs were part of the core experience at starbucks (at least in my district, there is hope that others still remember them). I am looking forward to working with staff development and trying to bring back some coffeeshop culture to our store. I want people to be able to love their jobs as much as I once did. I am not so delusional as to think I can make this store what it once was, but I do know that I can try. For example, our current manager won't even participate in a coffee tasting because he says there are more important things to be done, yet he is a "coffee master."

Externals are deemed "coffee masters" if they spend four hours reading through the materials in one half a day of their training. Internals must work for the company for a year and receive DM approval (at least in our district). During their training, they are to organize seminars and complete tastings and create plans to increase coffee awareness and passion. CONGRATULATIONS TO STARBUCKS GIRL ON YOUR CERTIFICATION!!! There are only two real coffee masters left in my store, and one will be leaving permanently in August, leaving only me. It is no longer a goal to achieve because the title is cheapened by people who don't give two hoots about coffee and are handed black aprons so that their baristas will be under the impression that their manager knows something about the product, whter they do or not.

I am happy for the CA SM who said her store uses 10 hours of non-cov a week. We are given six max, to run a drive thru that earns around 600 hrs of labor a week. What I wouldn't give to have a clean sweep in our store.

[thisasm]

Hey Im an Assistant Manager. I make the schedules in my store. I have three schedules posted currently. This weeks, Next weeks, and the next weeks. This is standard for us. To get there I had to prepare two schedules in one week just to get us on track and ahead. From there I just need to make one schedule every week like normal.

But I must say that until you are doing it you have no idea the large amount of work load a store manager has to complete on that one admin day. and I know some stores dont "earn" a whole day so they only get 4 hours. Every task takes longer than you think. And those days can easily turn into 12 hour days just trying to get the bare minimum done.

So I say cut your manager some slack, sure it doesnt hurt to mention that you'd prefer a further-out schedule but dont think they should work for free (over 40 hours) just to do that.

We all need a work/life balance! Trust me.

[smile]

@chloe
I so agree with you. Last Saturday I was throwing up and had a fever and couldn't work. No one from my store would cover for me (they only get like one day off), and I spent a very long time calling ten stores to try and find someone. Every store but one had used every partner that day. I ended up having to work.

[Alex C]

Melody - Whats with this 42 day coffee challenge that you've been tweeting about? Is this yet another thing about Starbucks that you know before us partners? LOL jk

[sunflower]

My girlfriend works as a shift, and has been hoping to someday be promoted to an SM. However, she is her SM's (who is great to work for!) only shift right now. She's working like a dog---and the SM is working like 60 or more hours and six or seven days a week. Is this what she has to look forward to if she gets the promotion she is looking for? Are things run this way everywhere?

[Melody (reply to Alex C)]

Hi Alex - It's not even my idea. It's an idea that some Starbucks baristas have collaborated on to create more passion about the core Starbucks coffees.

In a sense, what I've noticed is that on twitter there are "groups" of people who all follow each other because of the similar interest in Starbucks/coffee! It's AMAZING to me to see baristas in California connecting with baristas in Florida and coming together on twitter! I feel like an honorary part of that.

So the challenge was essentially to try ALL the Starbucks core coffees in 3 brew methods (press, drip brewed, espresso machine) in 42 days.

I think the idea was 3 coffees per week for 7 weeks. The funny think is that I think that math is wrong and it should be like 49 days to make it work with 21 Starbucks core coffees. In addition, the barista who came up with the plan included all the decaf coffees in it! Yikes! I would've skipped them all! LOL

All I can say is that I've tried Starbucks Kenya as a shot and I wasn't very happy with it but I drank it sans complaint anyway in my doppio con panna. It just didn't work for me. I was at @15thAveCoffee and they were oddly they were out of Espresso Roast.

I really think it's so cool how sites like this, twitter, and even facebook, connect baristas across the country in common goals! I am happily soaking it all up, as my coffee education grows. Sometimes I feel so much a part of it that it's hard not to automatically do more: What I mean by that- for example - I was at a cupping yesterday. After it was all done, I sat with my bf talking as the Starbucks partner was cleaning up from the cupping.

I realized I had this extremely strong compulsion to get up and help clean up and it felt wrong to just sit there since I've done SO many cuppings with him now. I got up and said to him, "Hey let me help you clean up" and the partner said back to me, "Melody you're not on the payroll! We can't let you do that!" and so I sat back down with my bf.

Alex C - one more thing about all this: Starbucks Ethiopian Yirgacheffe is now in low supply in the Kent Roasting Plant (so I hear) and pretty soon it will be gone. I still haven't tried it yet as an espresso shot, and I've heard it's fabulous. Try it now while you can.

I've been surviving this summer's heat on Iced Yirgacheffe, and it nearly makes me cry to think the lot of it is at its end. I've heard what's coming soon for one of the next of these limited coffees (from Brazil) but I will so miss Yirgacheffe.

[SBUX Customer]

I know that from the Starbucks website, you get a free beverage with a purchase of a pound of coffee if you use a registered card. Is it limited to a coffee beverage? Or can I order the signature hot chocolate, frappucinos, etc.?
Also, will I have to tell the cashier/barista about the free beverage or will they automatically ask if I want a free beverage (in other words, will the computer know that my card is registered and notify the cashier)?

[SBUX Customer]

I hate wasting so I have a question.
Coffee drinks and frappucinos are popular enough that I assume not much gets wasted. But what about signature hot chocolate (I only ordered it when it was introduced)? Is there a pitcher usually already prepared? I didn't want to order and have a batch/pitcher made just for me and the rest gets thrown away.

[SPORK]

@SBUX Customer

Signature Hot Chocolate is tricky because it was super popular (at least in my store) during the winter rollout, but now it's not really popular in this crazy heat we're having. The majority of the shifts that work (they're the ones usually in charge of the close where mixes like signature hot chocolates are made) at my store refuse to make it, however my manager does because she says it's on the menu board (the brand new ones we just got) and if it's on the board we HAVE to make the mixes. This is just my store, don't know what everyone else does, but it does seem wasteful. The best thing to do would be to order and ask if they have signature hot chocolate prepared then to have one, if not you'll take a hot chocolate or whatever the other drink would be. This let's you be super polite and prevents waste!

[Melody]

@SBUX Customer - You can get ANY Tall beverage free with your purchase of one pound of coffee beans, when paying with your registered Starbucks card. Your beverage will automatically be deducted at the register when the barista swipes your card; It's very easy!

[Radiopromoguy]

We don't even offer signature hot chocolate in my store anymore.

[Coffee Soldier]

How can you not offer Signature Hot Chocolate when it is on the menu board? It literally takes 2 minutes to make it. Why can't you just whip up a batch every morning in case someone comes in and wants it? I drink it about once a week as a partner bev and if I went to another store and they told me they didn't make it anymore i wouldn't be too happy considering it's available at all other stores.

[...]

is anyone disappointed by the lack of communication about the new mission statement? i feel like they handed out the pretty poster at leadership that i hung in a corner and forgot about. they still have the old mission statement on their facebook page. if you want to roll something major like that out, do it right.

[yukonlvr]

is anyone excited about the brew-through of our core coffees? since we're getting new packaging, everytime we get in the new stuff, we take down all the punds of coffee with the old packaging and brew through it. it's going to be like old times for about a month. lol and some of our customers will get to taste coffees like italian roast, or french, or organic serena brewed. i can't wait!

and what's even more exciting is that organic serena is going to be replaced by organic yukon!!! I"M SO HAPPY YUKON IS BACK! it will be my markout every week! 'twas my fav!

[aeiou]

@smile: It is a QASA violation if you are working while ill (vomiting, fever, etc.) and also kind of ridiculous to think that you had to do all of that calling when you are that sick. I've worked with allergies or a minor cold before, but I would definitely not work if I were as sick as you made it sound like you were. I mean, look at it from a customer perspective. Would you want someone who looked sick to make your drink? I think most people wouldn't.

[KGB]

ok so i am a MGR,with only 4 hours of Admin on Mondays. Yes there a some days i can't get my work done before I get on the floor, so you know what I do? I stay and get it done. My partners are my #1 focus. ya there are some weeks I may go over 40hrs, so what I LOVE WHAT I DO, and my store is my second home. Plus I know there MGRs out there that dont even work 40hrs. I have one in my Dist that has been documented that she only works 20-25 hrs per week. Her store sucks, and her staff hates her and it get flips every month. I like earn respect, not expect it.

[KGB]

* I like to earn respect, not expect it....sorry it late

[CIA]

KGB, I'm with you, but remember that in these times of cutting labor, overtime is discouraged, and in California, you will be immediately FIRED if you are caught working off the clock. Personally, I think everyone's work/life balance ratio is different--for some, it may be 40 hours a week, for others, 50 hours a week, for others with a lot of family or school responsibilities, it's less. I am frustrated that staying and getting done what I know needs to be done (i.e., being a good manager) could result in me losing my job. That being said, I don't know a single great manager, in California or otherwise, that works less than 40 hours per week (please!), and very few that can get in done in only 40 (and those managers have the luxury of an excellent and motivated support staff, which takes time to build).

[driven sm]

@ KGB ....

I am a SM as well ... and I can rarely ever get my admin done in 4-5 hours. So I dont even try. I schedule myself for 5-5.5 hours every monday and just work 4 times 9 hours the rest of the week to have 40 hours 'on the books'. On monday I tend to work 7-9 hours on admin related stuff at my store (schedules, reviews, check the cash logs, conference calls bakery order adjustments, interviews, talk and connect with my partners etc.) Its impossible to do this right in 4 hours, so I donate a few hours on every Monday, because I do like what I do and can't stand doing a half-**s job

What are some of the non-coverage 'rules' out there??

Correct me if I am wrong here, but to my knowledge EVERY store in the nation earns 2% of their total weekly hours in non-c. So if your store has 300 hours in actual ideal labor at the end of the week, it means you earn exactly 6 hours of nc. I take 0.75 hours out for tips and the rest is for me on Monday. Meaning that if you get only 4 hours from your DM it must mean your store only has 200-220 hours at the end of the week .. really?? thats maybe $10000-$12000 weekly sales or something. sounds like you are getting short changed.

[old tech]

Murpheyslaw:

To answer your question, Starbucks is hiding the contract, and won't tell anyone what is going on.
Will the deal is that Starbucks has given FSN another 90 Day's, the Law Suit is under way, Because we were told this was a make it or break it deal, NO Ext. to the Contract, By Kate Sharky and a lot of other Management.
They are also giving more work to the FSN Tech's than were told to set around and get paid for 32 hours even if they didn't get any work, can't make a house payment on 32 hours a week, remember when you were Told by Larry Eister on the Tech Form that no more work order's were going to FSN.
I also heard that FSN was going to take on a New Area I think it was Texas.
so they could get another 90 days, you should hear something real soon if this is going to Happen, because they are running out of time.
The whole Deal Sucks, FSN thinks they are getting the Deal, Starbucks is telling everyone that everything is working out Great, (Not Ture) stores down time is two to three days waiting on parts, Tech's still going out that don't have a clue, and making it worse than they started, than FSN has to call up someone else and pay twice but Starbucks has to Pay the Price for everythng, (Down Time)

Manger's are Pissed, and were told to stop complaining, and live with it. DM & RD.

I think that no one has a clue and just don't care anymore.
Howard is so out of the picture now, it won't be long before he is out the door also.
he is trying to keep some people happy by matching the 401 big deal.
what about all the people that got laid off and lost all their Stock, and they were vested. that was a Joke.....
8 years with the company gone like the wind.

wish I could tell you more but if this deal goes through, you will be next, FSN can't keep everyone, cover parts, vans, and insurance.
Starbucks is still covering the vans that FSN is using right now, call GE and ask.

[Anonymous]

We are people. We have names. We have feelings.

We are serving you. We are not your servants.

You are our customer. Our relationship is professional. Do not make us uncomfortable by being vulgar and provocative.

If you are already running late, it’s probably best that you just go straight to work. Try running 10 minutes early instead.

Talking on your cell phone at any point in line is incredibly rude. Nothing is that important, if it is, you shouldn’t be in line.

Do not stare us down. Does someone stare at you all day while you work?

When we look short staffed, we are short staffed. There is not much we can do about it.

If you see a long line, it means you will have to wait. You are not the only one with the idea to come visit us.

While we are working on a holiday and you are not, please remember that we would also like to be with our friends and families and do not deserve to be treated like garbage while you are on your way to church or aunt Suzie's house.

We generally have to work when we are sick. We don’t get paid when we go home sick. If we can’t get a shift covered, we can get fired.

Minimum wage is not a livable wage.

Most servers (waiters and waitresses) earn $2.13 an hour. Tip them. 20% is considered appropriate.

We do not earn a livable wage.

The average salary for someone in this industry is $15,000 a year assuming we are given 35 hours a week.

Our wages are not proportional to minimum wage, and do not reflect increases in minimum wage.

Our tip jar is not a take a penny leave a penny jar.

You are not the center of the universe.

We cannot read your mind.

Control your children.

Your pet is not a child.

Our company has policies and procedures that we must follow.

We have health and safety codes that we must follow.

We should not give you free anything just because you want it or “somebody else always does.” Can we get something free from your employer? No.

Just because you got something at one place does not mean that it is available everywhere.

Read your coupon or know the promotional offer. They have details such as: expiration dates, limitations, and exclusions.

Don’t abuse complimentary items. They cost us money.

Don’t harass us for company lingo or culture. We are individuals, we work for a company. Talk to the company.

Do not demand. You are not entitled.

Let us know when we do well or when you are happy. It feels good.

Don’t harass us when we have to add something on to a sale. It’s our job. We are required to do it from higher up.

If you are unhappy about something, please do not spread your misery to the person behind you in line.

If something is wrong, let us know, and we will fix it for you. The attitude is not necessary. It is only a thing.

Do not take out your frustrations on us. We have our own to deal with.

Do not boast or gloat in our company's short comings.

When telling people how to save money, consider telling them not to pay for your services rather than our own. Does anybody really need a life coach, financial commentator, or news celebrity?

When someone is on a break, it is because they need a break. We are on our feet all day. It is not a conspiracy to waste your time.

Ask yourself if you have ever had a job in customer service, food service, or retail. If you have, remember what it felt like. I you have not, try it. Then see if you treat people the same way.

[I Quit "yay" Apple...]

the deal about Dating someone in your Store
Will let's look at an Area I will call Mid-America, and a DM Dating a Partner, His Wife found out and he had a Break Down and got a Divorce, Starbucks covered his butt sent him on Vacation to 30 to 60 day's and brought in someone from another area to fill in for this DM, and to this day this DM is still working for Starbucks, he is very mean, and has made a lot of Manager's quit in the last year...
did I say Mid-America Area.
I was on the the Managers we just couldn't get along, now I work for Apple...
Why do some DM's step on the little people, to make themself's look big in the RD eye's, and the RD just can't see this....

[let me know]

Can a SM date a Shift from a different store in the same district?

[Bearded Barista]

I dont see why a SM couldnt date someone from a different store since they dont have any authority over them. A DM is a totally different thing though since they would have authority over someone else in their district.

[Alex C]

Melody - Thanks for the info! Who do I talk to if I want to participate in the 42 day coffee challenge?

[Mochie]

@ Anonymous

Bravo!

[(former) FLA SM]

@ let me know:

Yes. The only catch is this: that shift can never work at the SMs store, even if the SM is not in the store at the time. Anyone can date anyone as long as neither of the people involved answer to the other heirarchy-wise. Bearded Barista is correct. However, anyone can date a DM as long as that DM is from a district other than their own.
People that are at the same level on the food chain can date each other and work at the same store (barista-barista, shift-shift), however, it's usually not a good idea. Eventually, there will be a break-up and then you've got some serious tension and drama as exes work side-by-side.

[green_cup]

RE: Posted by: Anonymous | August 02, 2009 at 09:15 PM

@Anonymous:

When we look short staffed, we are short staffed. There is not much we can do about it.
Actually there is. You (or your manager) need not hinder your CUSTOMER who pays you for your time and services because you cannot properly plan a schedule. You can anticipate.

You are not the center of the universe.
And, yet, the customer should be. Again, they pay for EVERYTHING and make it even possible to have a Starbucks store open. I see, in far greater numbers, Starbucks' employees who act as if THEY are the centers of the universe. It really is all about the customer.

If you see a long line, it means you will have to wait. You are not the only one with the idea to come visit us.
And, again, Starbucks should train their folks into writing a proper schedule. Know events outside of your own store. By a theatre and open during a show let-out? You should probably know you'll be busy then. ANTICIPATE YOUR CUSTOMERS' NEEDS.

We generally have to work when we are sick. We don’t get paid when we go home sick. If we can’t get a shift covered, we can get fired.
Harsh as it sounds, and while I don't personally agree with this, find another job. Many professional jobs offer sick time just for this. Starbucks isn't meant for a long-term career in a store role. Move on up to the SSC or head out to more professional gigs.

Minimum wage is not a livable wage.
Again, find another job that isn't minimum wage. Just because you won't put the time and effort into advancing your career doesn't mean someone will magically offer you more money for limited skills and abilities. YOU have to head out of the stores, educate yourself and find a better gig. Not the customers' fault -- nor should it matter when you're providing customer service.

Most servers (waiters and waitresses) earn $2.13 an hour. Tip them. 20% is considered appropriate.
Now I KNOW Starbucks' doesn't pay their people like a server. You make minimum wage. Stop trying to be deceptive here. Further, I see TONS of customers throw in a dollar when they've just purchased a $2 cup of coffee. That's a 50% tip! Stop complaining about tips. Further, if your tip numbers are down, might I suggest you stop blaming others and look at the service you're providing? It probably stinks.

We do not earn a livable wage. AND

The average salary for someone in this industry is $15,000 a year assuming we are given 35 hours a week. AND

Our wages are not proportional to minimum wage, and do not reflect increases in minimum wage.
Again, find a better job. This shouldn't affect your ability to provide good service.

Read your coupon or know the promotional offer. They have details such as: expiration dates, limitations, and exclusions.
On this, I will counter with "Our company has policies and procedures that we must follow." One of your policies is Just Say Yes. If someone is abusing the expired coupons, then fine. If they happen to think it's still good, you are not the final arbiter in deciding if it gets taken and the promotion/ discount applied. Just Say Yes is. You are there to SERVE your customer and that means enacting POLICIES and PROCEDURES Starbucks has enacted just to serve the customer.

Do not demand. You are not entitled.
Do not demand that your customers serve you with your "list" of items. The demands do come from your customers, through requests. They are still demands. I'd recommend you reacquaint yourself with Customer and Barista roles. Your views of them are out of whack. Without your customer, you'd be nothing. Customers can demand good service. Further, they are entitled to it. Remember: the barista can be replaced quickly and easily; the customer cannot.

If you are unhappy about something, please do not spread your misery to the person behind you in line.
You the same. Thanks!

If something is wrong, let us know, and we will fix it for you. The attitude is not necessary. It is only a thing.
You ease up on yours and the customer will ease up on theirs. If we were going by what you've posted here, I could see how you put your customer on the defensive. Further, customers can have attitudes. It's not the best thing ever, but it's their right. Further, it's your obligation to handle it professionally.

Do not take out your frustrations on us. We have our own to deal with.
NOT THE CUSTOMERS' PROBLEM. You are there to deal with their frustrations, requests, demands, etc FIRST.

----------------------

I sincerely hope that clears up some of your misconceptions.

[Melody]

@old tech - I admit I have a bit of difficulty following your post.

Is "FSN" the new way or the old way of dealing with store repairs (I assume that's what we're talking about here??)

When did a change take place, and which way do you advocate for?

And you wrote this too:
"I think that no one has a clue and just don't care anymore.
Howard is so out of the picture now, it won't be long before he is out the door also."

^ Do you have some inside gossip you want to share with us? ;-)

On a different topic, Starbucks sent an email about the Gold Card site improving August 5th! Quite a teaser of an email! I guess we'll know soon enough what the new Gold card management site looks like. Interesting they're revamping the Gold Card when it feels like it's being downplayed now that it cannot be purchased in the stores. I'm going to have to be more patient and wait and see.

[you reap what you sow]

Anonymous,

Here is the attention you so desperately crave....

I am a three year partner with Starbucks and a SS for two and you are giving ME a headache with your cry-baby, "woe is me" attitude. If you want to change the world that you have created for yourself I suggest starting WITH yourself. I would say that your perception of your customers is created by your own anxieties. If you believe that all your customers will act the way you described, then they WILL because they can FEEL it radiating from you. Try actually believing they are friendly and considerate and then see what kind of day you have. A book I might suggest you read is The Tao of Pooh (I'm serious... look it up).

You are causing customers to wonder if we all share your attitude... we do not.

I would also suggest that customer service and you may not be a good match. In my work experience I would say that Starbucks customers are some of the best customers I've ever dealt with. You get a clunker now and then, but you just need to feel sorry for them... empathy makes the hate go away better than an essay on StarbucksGossip.

You reap what you sow my friend

[Anonymous]

To those who replied to my previous post,

- This letter is about the service industry in general. It does not only apply to Starbucks, and I will admit, Starbucks is better than most. I do not feel that all customers act this way, or even most, however, there are a large number who have never considered what it is like to work in this industry.

- I am merely expressing my opinion and feelings. There is no need to be spiteful or rude or make assumptions about my character for sharing on here. Thank you.

I was a five year partner who's last day with Starbucks was yesterday. It was voluntary, I have been in excellent standing, and I have nothing else lined up. I am not lazy, and I am not stupid as it seems to have been implied.

I do have an education, I just graduated from college after spending 8 years to pay for it myself while working for Starbucks for 5. I have been active in my job search for several months. I know I won't "magically" get a better job. Several hours of my day are dedicated to this.

The thing with retail and customer service is that it doesn't really qualify you for much besides retail.

I have been a barista for a year and a half, shift supervisor for three, and and ASM for six months before the position was axed. I know how to do my job and how to do it well. I have never treated a customer poorly because I know better. This time last year I had just visited the SSC, met Howard, and came back to find the my store was one of the first to close. I was promoted to ASM after that with plans to either move to Seattle to work for Corporate or have my own store at this point. Hard to do with massive layoffs at the SSC.

There have been many changes this year. Many people have been let go or have quit. 10 SMs in my old district, who have been partners for over 5 years, left several ASMs that were left, quit. Our old DM recently left after 10 years with nothing lined up after she was told that she cared to much about here SMs- she said should could no longer have personal integrity and call herself a partner.

In terms of scheduling, I have never known a store manager to fix a schedule to increase staff. I have had 3 people call in sick on one shift, I have had to open by myself, which we are not supposed to, but my former DM would expect.

These observations do not only apply to Starbucks but to my 10 years in the customer service industry.
There has been a negative impact on my physical and mental health with this industry.

I understand that some will defend this company to the death, and that is fine. I understand that some stores can operate near perfection. That has not been my experience, and sadly, not everyone manages a store or business with as much integrity as I would have liked to have seen.

Starbucks is better than most, but has definitely taken a step backward over the past 18 months with its partner relations. Hopefully so they can take two steps forward when the economy turns around.

Thank you,

[spence]

Anonymous,
Good Luck. I expect you will find a job, and happiness and you will probably always be a delightful customer. On behalf of servers everywhere, I thank you.

[Thought of the Day]

Bottom Line on: Customer vs Service Worker (barista in this case) RESPECT is a two way street!

[assume positivity]

Hey Green Cup

Again you have taken what someone has written and made rude and incorrect assumptions.

[smile]

@greencup
It is not our fault if we are over labor. Hours are cut everywhere, and we are understaffed, and there is not a single thing we can do about it. We can anticipate, but we can't provide labor. If I'm a barista, it is not up to me to make scheduling or cutting decisions.

@aeiou
I so agree with you, that's why I was so surprised when they made me come in! Luckily I was preclose and didn't have too much customer interaction.

[me myself and I]

Smile, we've had that conversation before. It is your responsibility to call in sick. Everything after that is not yours to deal with. You don't have any obligation to find coverage for your shift if you are sick. However, you do if you just want to take a shift off for grandmas birthday etc.

[aeiou]

@smile and me myself and I:
If I had been the shift on duty when smile called in sick, I would have said that we would figure something out and to not worry about it and feel better soon. It saddens me that someone would be told to come in sick, even if it were mostly for cleaning and minimal customer service.

On a totally different topic, are all stores' towel orders being cut drastically or is it just my region? We found out recently that our bar towel order would be cut in half. I don't know about you guys, but I feel like that directly goes against the whole environmentally friendly aspect Starbucks is trying to portray, as I will be using so many more paper towels for cleaning because I won't have enough to last the week otherwise. I can't clean to QASA standards with my bare hands...

[old Tech "Answer"]

Melody:

FSN was brought on, on April 1 2009, for the new Pilot Program for 90 day's
as the NEW Way for equipment to get fixed. but they didn't have any Trained Techs on staff...Bad Idea....call the store's in the Mid-America Market and just ask... they won't lie to you.. they Hate it... Down time is killing sales....
customers are walking out... (yes I know)

Howard didn't step down, and give everything to Jim, Howard was Fired by the Stock Holders.

Then Jim started opening too many stores to fast, and the market was falling, that's when the Stock Holders brought back Howard, they didn't want to but they needed the Face of the company back.
remember Howard on TV and the talk shows all the time....
I also remember Howard,
telling everyone that he didn't like laying anyone off but once it started it didn't stop.

and for FSN, this was a JOKE from the start "Kate Sharky's Idea (she got Promoted already because she had a fight with a lot of people about FSN, that was the only way to move this Deal ahead), Howard stated he would never get rid of the Technicians because they are the back bone of the company, Howard told all the Management involved that if this Deal with FSN didn't work they were all going to be Fired, so now they are all Kissing Ass to save their jobs telling everyone that this was a Great Idea and Saved the Company a ton of Money (show me the Number's), some of the Management have starting sucking up to FSN so when the ball drops they can jump to FSN... that's if FSN get's the full contract....

I don't think this was a good Idea at all, the standards have droped no one cares, None of PM's or Water Filters haven't been done in over a year on the equiptment, Starbuck's is giving more work orders to FSN after the contract ended as a cover up to make this Deal work. Ask Scott Martin or Scott McAdams
they are heading the Deal now.....

I think the Tech's should ask Larry Eister if this information is spot on...

I fill that Starbuck should keep the Tech's, keep the Standards, and build the company back up..
get rid of the Food, and all the junk and put the Stores back to the way they were, before all this crap started to happen...

Have you really tried McD's Coffee Drink's the are real Nasty....

[hmmm ... yeah]

just up your order again ... if you are an sm or someone that can make that decision. I just upped mine right back to 300 towels a week ...
you are right ... you cant uphold QASA on 130-150 towels a week

[Fly Me]

So how many Air Planes does Starbuck still have in their inventory..
I lost count 3 or 4.....

That news went away real fast...

but they keep laying people off..(Firing)

what about the Deal and All the Store's getting Lap Top's... did this ever happen...

what about the Store in Calf. that got cought messing the number (Beans Sales) to Win the Ipods and Howard Flying down just to give them their stuff....

there really isn't a new mission statement,,, if there is it would look something like this, 1. step on those under you climb as high as you can.... 2. hide your falt's by blaming someone else.... 3. cover all mistakes by moving to a diffent Store,,(thanks to your DM)
4. if it doesn't get fixed we just don't care about you... 5. we are raising parttime hours to 30 so we don't have to pay for your College anymore, we aren't your Mommy or Daddy...and insurance good luck.. really look at the coverage your are getting... don't get sick...

[mr.real]

I have seen transfers occur when a barista was dating another barista, a shift was dating a shift, and a barista was dating a shift... if it becomes obvious to anyone, a transfer can happen for any reason simply due to the fact that it CAN make other partners uncomfortable. even if it APPEARS that they can not work professionally together, position is irrelevant... it can make for a very uncomfortable store environment.

[CamSpi]

Which of you guys made all the customers think whip cream went on top of caramel macchiatos? Cause it doesn't!!! No whip on Caramel Macchiatos! aHH! LOL.

And... just VENTIng, but... are customer getting more and more rude, or is it just in my area? I've had customers burp in two of my baristas faces, ppl are generally impatient (when it takes 45 seconds to make a drink and 10 seconds at register, how can you be upset with speed of service?!) Customers on cell phones whispering drink orders so quietly and quickly I cannot hear them and ask them to repeat the order and they ignore me. AND because they're not listening to me when I repeat the drink, they get pissed when they get it at the bar... when you smile and try to connect with people and they treat you like crap, it's really hard to be in high spirits. Sorry for venting!!! If I don't let out some of these negative experiences, they're going to bottle up and make me crazy.

[illysook]

This weekend, at Gimpo Airport, in Seoul, South Korea, I saw the following promotional poster inside the Starbucks:

JELLY IN YOUR COFFEE
COFFEE IN YOUR JELLY

WTF!!!

[spence]

That's even crazier than me being sleepy in the morning and pouring a customers coffee into his oatmeal.
Fortunately he has a sense of humor and asked if I was just trying to save him time.

[yukonluvr]

lol @ spence. the other day a customer ordered a hot tea, and i was thinking to myself what tea would taste like steeped in coffee. well, i wasn't paying attn to what i was doing, and sure enough i poured coffee into the cup of tea. lol. glad i caught myself.

[green_cup]

@greencup
It is not our fault if we are over labor. Hours are cut everywhere, and we are understaffed, and there is not a single thing we can do about it. We can anticipate, but we can't provide labor. If I'm a barista, it is not up to me to make scheduling or cutting decisions.

Yet, all of that, while sad for the people BEHIND the counter is the precise reason that customers are quitting Starbucks.

As a business person, I can empathize all day. Sure, costs have to be controlled. But, another facet of being a good business person is not letting on to your customers that there is one single problem. Make their experience fantastic, effortless, flawless and fun. Labor shortages are a quick and easy indicator to any customer that the service is terrible and the quality of the establishment is sub-par.

No more labor means more efficient people. Starbucks does HORRIBLY in regards to efficiency. Can't muster that? Fine. You'll continue the Customer Attrition Express.

As a customer, I just don't care. Can't provide top-notch service in this economy, where every dollar is being accounted for? Fine. I'll head on down the street to another local indie where I feel like the service and quality are superior. Customers vote with their dollar. That indie will get the vote. It's really, at that point, Starbucks' loss. I, the customer, still get my coffee. You, Starbucks, don't get a dime. You cannot capture that sale.

I've said it before, and I'll say it again: the people who work for Starbucks can be so easily replaced; lose a customer and the loss is FAR more difficult to make up for.

Just saying: don't screw with your customers. As many have detailed here, they aren't very forgiving. Especially (and rightfully so), the Starbucks kind of customer.

[smile]

I can't believe how many directions this thread is going in!

@greencup,
I agree with you on the last part. Customers are number one priority. I offer the best service possible from behind the counter. I'm relatively new, so I've gotten to know some of the regulars by visiting them at work or leaving them a card. And if someone is paying 4$ for a frap, they deserve amazing service. But it's still not my fault our stores' labor is being cut.

[just move on]

please go anywhere else Green Cup