Debunking the myth of the Starbucks secret menu.
It has been in the news that there is a Starbucks “secret” menu. An example such a story is here. My position is that there is no such thing as a “secret menu,” and I’m trying to debunk that myth.
Starbucks has built its business on the idea that a customer can customize beverages to an extreme degree. Because beverage customization is encouraged, there is nothing to stop highly creative baristas and customers from coming up with beverage combinations that are well-liked by many.
The problem with a “secret menu” is that it implies that there is some standardization to customized drink recipes which simply does not exist! In other words, if I walk up to the register and order a “tall peppermint hot chocolate,” I will receive the same beverage whether I am in Seattle, Anaheim, or Boston. Baristas will follow a standardized official Starbucks recipe for a “peppermint hot chocolate,” and it is going to be the same everywhere I go. There are only so many official, standard drink recipes.
This doesn’t mean that a customer cannot order something unique. For example, partners have said to me, “Melody, you should try toffeenut syrup in a Strawberry smoothie!” This would create something close to the “Captain Crunch” recipe described in “Starbucks “secret” menu“. However, and this is important, if I walked up to the register and said, “I’d like a Captain Crunch Smoothie” the only thing I would do is create confusion. Different stores will have different ideas about what this will mean: Some stores may think this means just a single added pump or two of toffeenut. Other stores may think this means some combination of toffeenut and hazelnut. Other baristas will look at you blankly and say, “I’ve never heard of a Captain Crunch smoothie.”
The real moral of the story is that if you, the customer, want to try a customized drink you should be prepared to learn how to order it to be able to get the same thing twice. In other words, it behooves you to learn to say, “I’d like a tall Strawberry Frappuccino with 2 pumps of toffee nut.”
I’m not very creative at coming up with unique drinks. Some baristas are gifted at this. One barista highly recommended that I try a “Chocolate Smoothie with White Mocha instead of Mocha, add Java Chips, and substitute Soy Milk.” That is a delicious drink! It tastes a bit like an Oreo Cookie. However, if I tried ordering “an Oreo Cookie smoothie,” I’d be met with blank stares.
I saw this “idea” on MyStarbucksIdea.com and I was reminded of the problems with the secret menu:
The author of the above MyStarbucksIdea.com thread writes:
- I heard of a cake batter frappuccino on the secret menu but every time I have tried to order this the barista looks at me like I’m crazy! Is there really a secret menu? And why would barista in at least five locations not know about it? From what I have seen almond syrup should be used, not toffee nut syrup. If this drink was tried as a promotion frap it would be a hit!
Try this one out Starbucks!
That above thread inspired this blog post. It is such a perfect example of the problems created by a “secret” menu that does not really exist!
In summary, customers please know your drink! Ask your baristas for their suggestions for new drink combinations. But if you simply order a drink by a “secret” name, you’ll run the risk of any or all of the following:
1. The drink will be very inconsistent from store to store.
2. Many baristas will have no idea what you mean.
3. You may be trying to order a drink that is not possible to make: The syrup and sauce offerings change frequently. For example, Almond hasn’t been available on the menu since 2008.
4. You may find that your Starbucks experience feels frustrating and confusing, and you don’t know why.
By the way, it is super obvious that the Starbucks “secret” menu in this news article is not real. Starbucks would not put out an official menu with “Frappuccino” incorrectly spelled, or incorrectly referred to as a “Frappe.” Notice that on the official Starbucks Frappuccino page, Starbucks is careful to remember to put the registered-trademark symbol after the word Frappuccino.
I don’t mean to disappoint many customers who wanted to try something new. By all means, experiment away! Just learn how to order it. And when in doubt, talk to your barista about the kind of flavor you’re looking for, but don’t expect that your barista has some magical recipe for a “secret” drink.
This is an open thread. Feel free to talk about anything Starbucks-related.
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Conspiracy theories abound!
I knew a Partner once who used to love to make off-menu drinks. He would come up with some of the oddest sounding combinations, and since I was usually his test market, I got to try all kinds of interesting drinks.
@Melody — once again a great informational/educational post.
I will reiterate that when your taste buds need something new nothing beats the advice and counseling of an experienced Barista.
My only request/caution is please respect the line behind you if there is one or one starts to develop. An experienced Barista Team can work around one of the Baristas giving a customer some extra attention, but sadly there is not always more than one experienced Barista on shift (outside of Seattle 😉 ).
Dad Cooks points well taken as of late the partners seem to be overwhelmed with customer’s demands. I love this post because I really never knew that you could be as creative as you want to be if you are clear on what you want. To be honest I have not looked at the menu offerings in quite some time and do they mention you can customize your drink upon request?
Also, there are definitely things on that ‘secret menu’ that are 100% against starbucks policy.
For example, putting something not intended for blending in to the blender, like biscotti. I’ve also seen a recipe that has a cookie in it, something else we’re not allowed to put in the blender.
Also, a ‘tuxedo’ mocha is a marble mocha! it’s something that already WAS on the menu.
I really liked this post, Melody! I think it explains exactly the problem with the ‘secret menu’. Most of these are something a barista would be glad to make you, but not if you order them by the names indicated.
Thank you so much for posting this! I can’t even begin to tell you how many customers come in and ask or talk about the secret menu. It doesn’t exist! In fact we can’t blend a brownie into a frappuccino at all! It upsets the customer which in turn makes it so difficult to make sure their experience is amazing. I’m so thankful you’ve posted on this Mel!
I hope it helps to clarify.
I know we’re a creative breed of worker, and we do like to create awesome and tasty beverages, and that’s so awesome! It’s just hard when certain media tries to make it into something it’s not!
🙂
Thanks for another great post Melody. While there is no true “secret menu,” I see things thought of as “secret” as two things: 1) creations like the “Captain Crunch” drink that were never on the menu and 2) things Starbucks used to display on their menu but no longer display, but still offer.
The latter is more of a “secret” in my eyes. For example, the “short” size does not appear on the menu but is a terrific choice for beverages like cappuccinos. I would place the “peppermint mocha” on that list as well as the “double shot” because the basic (not toppings) ingredients for those beverages are offered year round and as long as the recipe is known, a barista can make it.
As for the beverages never on the menu, I agree with @DadCooks, that experienced baristas are a great source for such variety. As is this blog.
I learned about the Oreo Cookie smoothie (“Chocolate Smoothie with White Mocha instead of Mocha, add Java Chips, and substitute Soy Milk.”) here and it has become my son’s favorite. Of course, to complicate matters, we call it the “Vivian Vance” – an odd name that originated back when I would call “Vivannos” “Vivians” just for fun. When my son and I first ordered the Oreo smoothie, a quick barista chimed up, “and what do you call that, the Vivian Vance?” – and the name stuck.
Thanks for another great post Melody.
another interesting thread Melody. This is an issue that has never really affected me but I have seen its potential complicatins and/or advantages.
The one and only thing that ever affects me is the doubleshot……I get a quad grande w/skim and splenda almost every warm-weather day. I wish they’d just put it back on the menu because, at least around me, I am told it is ordered regularly…..and if the baristas who know it from the past are really “go-the-extra-mile”, they make sure a new partner learns it. If someone doesn’t know it (in a different store for me) I have walked a barista thru it quite a few times. It has to be one of the simplest bar drinks. BUT, really needs to be done in order, etc.
@CD: lol about your Vivannno.
@DeniseR – I’d forgotten about the “double shot” as I was writing this. That one could go back on the menu! Around here, I hear people ordering it and I think that partners are trained on how to make it. The “double shot” is in a class by itself. 😉
The list of “secret” drinks is only going to get crazy longer once the hibiscus berry and lime refreshers launch – More ingredients to experiment with. I’m not totally sure what the mixes are, but I can only imagine that someone is going to try to make a hibiscus berry vanilla bean frappuccino – Which doesn’t sound too bad at all. LOL
This ‘secret menu’ makes its rounds every so often on the internet. Great advice, learn what you’re ordering when customizing (if you have the Starbucks app on your phone, you can even save it there!), then you’ll get the right thing every time.
As for old, ‘off the menu’ drinks, the partner MSI site had a post that said the beverage team was going to add retired beverages to the set of recipe cards, so when a customer orders a Venti Shaken Doubleshot (at least 8 per day at my store), there will be a reference available for a newer partner.
30 is over, back to the floor now!
I agree that this “secret” menu is a bunch of bunk. if you want to order those ideas in the secret menu have some common sense and say this is what i want added, not ask for the “secret” menu items by name. if you think that all know about it, you are crazy!!!!
I believe that over the years baristas have experimented with different ideas. I did the same thing when I managed a mom and pop coffee shop that was two blocks away from our only starbucks. I had to be creative to try to drum up business and not lose to the giant that Starbucks is. Don’t get me wrong, i love starbucks, but at the time they were the competition.
AS I SAID BEFORE, if you want to TRY something on the “secret” menu, don’t order it BY NAME. SAY WHAT YOUWANT IN YOUR DRINK.
Lesson learned: Starbucks isn’t In & Out burger, ha ha!
So appreciate this post! Don’t get me wrong people can customize their drinks however they want but don’t try and order by a “secret name” The problem with that is once a barista asks a question like “how many pumps of toffee nut are you wanting in there?” the customer has no idea and then the drink never turns out the same. I can always tell when these “secret menu” posts are going around cause we have people try and order “short frappuccinos, you know that secret size that you don’t tell us about” haha. 🙂
Since this is an open thread….while most of the comments are about the “Secret Menu” I just wish the Starbucks.com menu was a standard. I mean for example, I know that the Tazo Peach GreenTea Lemonade is a test (I know this from this website) however, If I didn’t know about StarbucksMelody.com and I went to Sbux.com website and looked at the menu under the Tea drinks It shows the Tazo Peach Greentea lemonade on the menu & it also says find at your local starbucks and lists it as currently available http://www.starbucks.com/menu/drinks/tazo-tea/shaken-iced-peach-green-tea-lemonade?foodZone=9999 The same goes for the Raspberry Scone…says currently avail. find at your local sbux. http://www.starbucks.com/menu/food/bakery/raspberry-scone?foodZone=9999 This makes me crazy….. They are not avail. at least not for everybody. So why do they continue to list them like I can walk into any store and order them. I just wish they would at least say when you find an item that it is a test drink or that it is only avil. in xyz regions only. This makes for confusion and makes me think they don’t have they stuff together. Also the find your roast contest has dissapeared the link to enter is no longer there..and I had it saved to my faves. & it just now goes to the sbux. main website. I called cust. service & they said it wont be fixed until next week. Funny, as the contest ends on the 30th. That will be 5 days in wich we cannot enter.
Sometimes too big is not always the best thing…lots of things go un attended to.
I indeed wish that SBUX standards meant that the same drinks were made the same way everywhere, but I’ve too often found this not to be the case. It happened 16+ years ago when the company was much smaller, and it’s happened to me in the last month. Frequent example: Caramel Macchiato with shots on the bottom (or an extra pump of vanilla, or both). I often found that Mocha Valencia was made improperly, but it’s apparently on hiatus. But even simpler issues occur, such as a latte with enough foam to be a cappuccino (or conversely, one with NO foam). While traveling earlier this month, I stopped at a company-owned store and ordered a doppio macchiato. The only macchiato of which the barista was aware was Caramel Macchiato, and that’s what he rang up. Only when I questioned the cost did it become clear that he had no idea what a macchiato was, and someone had to show him how to ring it up. The supervisor tried to explain what it was, but it was clearly over this guy’s head. And again, this was at a company-owned location. Imagine what the experience could be at a fakebucks inside, say, an Ingles supermarket in rural NC. (Incidentally, the barista made my doppio by brewing two shots into a cup, AFTER which he steamed the milk and dolloped it on top. So even though he knew how to ring it up, he didn’t even know the basic principle of steaming milk first and never letting shots sit).
For some people, short beverages are still on the secret menu. One woman stopped me last week to ask what I’d ordered. She thought she’d heard it correctly but had no idea that short was even still an option. I had my own mug, but of course short cups have always been readily available. (Funny, I also had to explain to an angry customer way back in 1997 that the store manager was dead wrong and the customer WAS allowed to order a short!).
As a barista I wouldn’t know any of these “secret” drinks by their “secret” names! It brings to mind the fruit cup concoction that you order sometimes Melody! We might as well add “Melody’s Fruit Cup Thing” onto that list…no one would know what that is either!
@Maria – What a surprise to see you here! I feel like I just got “caught” by someone who sees me every day in her store! LOL. You know, I never think up any whacky drinks. It’s that Hunter. 😉 He’s so awesome at coming up with new beverages! The fruit cup thing was his idea. I’ve heard partners say you can’t use anything in store from the RTD area, or packaged in the store in a beverage, but I’ve seen partners in Seattle do it all the time. I’m not really clear if there is such a rule, or if it is a regional thing?
Really?!
A spelling error?
How could no one but Melody notice that very telling clue as to the validity of this.
Moreover, how could the creator of said mythical menu make such a crucial (but not so obvious) error?
I say kudos! Kudos to Melody for being the anchor to our airy hopes, dreams and sweet teeth…
(spelling mistake…C’MON!!)
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thankful for an ‘open thread’! here’s new info for me and maybe, eventually others:
I have a new Sony Vaio. I was being able to vote but not comment on msi so I contacted Cecile. She asked me some info….computer and what internet browser. I told her ..it’s IE9. Turns out, she says, msi is not ‘up-to-date’ and therefore not compatible with IE9. I can comment and attempt to post and idea (or comment) but it doesn’t post.
SERIOUSLY?????? this billion $$$ +company and I can’t even use my newest pc on their site???
I just find this so hard to believe.
@DadC……. any advice? (other than the obvious………. which I can’t write here)
ps: regarding my above comment and essentially being “locked out” of msi (at least a couple mnths..that’s the eta)….here’s a perfect example of the great digital age!!!! BOO!
Finally made the trip to San Marcos, TX, just to try the peach green tea lemonade. I tried both the green tea version and the black tea version. Both were yummy and I truly hope this is rolled out nationwide! I even called Starbucks consumer feedback and let them know which store I tried it at and that I WANT it on the menu permanently and it would sell exceptionally well here in Texas.
I also praised my local store for their staff interaction and hard work especially the store manager who goes above and beyond.
I told them I ordered the Galapagos reserve coffee online and the taste was superb and they wanted me to describe what it tasted like.
They also checked on the Shade Grown Organic Mexico Blend and said it was available online to order since I said I missed having it at my local store.
I was also asked my favorite coffee blends and he recommended a new blend for me to try.
At the end of the phone call I took a survey on the call itself and gave feedback on how well the customer service rep did.
@denise r — MSI works best with Firefox and Google Chrome on PCs, I defer to other experts for the Apple World 😉 .
I cannot encourage everyone enough to be sure you are running a reliable antivirus program. Microsoft Security Essentials is really the best even though it is free and by Microsoft. If you want to be really secure add Malwarebytes (while a version is free, the Pro version is well worth the $24.95). Do not run any other antivirus/firewall/malware products with these, they do not play nice together.
There are some folks (with the ID-of-the-day) on MSI who not only stray way off topic but seek to cause mischief on MSI. In many ways WordPress is more robust than system used by MSI.
Note: I have no relationship with any companies named above. Also, you should regularly backup your computer, especially before you make any changes.
@denise r – This might actually be your opportunity to make a clean break from all the negativity that’s MSI…
But if you want to return, email me and I’ll send you the links to Firefox and/or Chrome if you want them.
@DadCooks – you should plan a trip back to Chicago some time. Perhaps we could get Melody back out here at the same time.
Ok so I totally understand the problem here, I worked at starbucks and learned how to make a bunch of these drinks. So I made an app for android phones with a list of them and the directions on how to make them! It has the code on the cups and the full directions for over 30 “secret drinks” check it out the link or just search for “hidden menu” and you will see the app called “Hidden menu secret drinks”. Check it out these drinks are awesome!
@Supersteives – I only wanted to comment that I too noticed that the sweepstakes link is not working. It had been haphazardly coming and going for a few days, but now just cycles a person to starbucks.com, as you mentioned. It makes me wonder what happened? Did it “tilt” because of too many entries. And it is a bummer not to be able to enter for the last few days.
I am too disappointed that the link to the sweepstakes is gone and was wondering why it went to the SB page. Maybe with the issues with MSI this is a good way for it to revamp and make it a better blog! My local SB had a community event yesterday, but because of the venue they were not asking customers to join in and am not really clear as to how many partners from the store participated because when I asked a few they said they did not go. The SM said it was fun and I suggested he post something on the bulletin board and he said they were going to take pics and post some.
@DaC…and CD: thanx for the tips. seems unbelievable to me (the status of msi and its IT depts…..:((((
@Denise R – Basically, you’re saying that MSI is not compatible with IE 9 browser. It doesn’t surprise me. Download Firefox! MyStarbucksIdea.com is extremely slow to somehow make their site compatible with a variety of browsers.
When I’m on my phone (an Android) I can read threads, vote, and sign in but I can’t comment. I assume MSI is not compatible with the Android browser. I doubt that will ever get updated – Perhaps too small of a customer group. I’m always amazed at how frequently cupajow4evamore writes comments, but I assume he must have an iphone which (again, I assume) must be totally compatible with MSI.
Eons ago, I had an iPad1 and had the same problem that I could log in, vote, and read threads but not comment. Now I have an iPad2 (which I rarely use amazingly because of how much I like my Kindle) and it took a long time to make MSI compatible with the ipad! I think that is a recent change.
Actually, as I think about it, I don’t think I can comment from my Kindle – I will double check that today.
The website is very buggy! And, I’ve complained to Cecile about this before so there is no point in recomplaining, but 100 characters is too few to really “report” abuse. It can be very difficult to write, “xyz is a reincarnation of abcd banned indivudually who is calling names and harassing hijkl person” and sometimes there really is more to say than that if there is more than one post to reference in the thread. Since you can only “report” abuse ONCE per thread, then if there are 2 or 3 comments that are problematic, you’re left trying to describe quite a bit in 100 characters.
So far, MSI has been extremely non-responsive to even little requests like increase the number of characters for report abuse. I had emailed Cecile a number of times, and I don’t think she cares that you can only report ONCE per thread (which means that if a thread is reported, calms down, and then re-escalates, there’s no way to report it) and she seemed to have no idea why I would want more than 100 characters. As I recall, her reply was something like that “most people don’t write anything in the box at all” (not verbatim but that was the gist of it,)
I just gave up. I would see it as an improvement to be able to “report” abuse more than once in a single thread, and even if the characters were expanded to a 250 limit, but I doubt those changes will ever happen. Such is life. I think that the things that you and I think might be important for MSI, simply are not important to Starbucks. I haven’t emailed Cecile in eons because pretty much I’ve given up. Nothing ever changes at MSI. The problems don’t change; the site doesn’t get refreshed; and technical side of it is stagnant where it is at and seems unchanging.
@CD — I would really like to get back to Chicago, however I am not able to travel right now (1/2 by choice, 1/2 by conditions, my knees are shot). My Sister and Brother-In-Law live in Iowa and get back to Chicago frequently so I get updated on the latest things that have disappeared and changed.
Inability To Enter Contest — I am able to enter, but this has more to do with the problems I identified on MSI and on Starbucks sites in general that I have fixed on my computers (as a computer professional I have “tools”). Unfortunately the remedy is a bit long and complicated and not for the non-geek. I now have negative-10 confidence in Starbucks tech competence. Today if a company wants to have a presence on the web and the smartphone/tablet ethers they must have an IT Department that is more than competent in not just the current hardware and software platforms, but the emerging technologies too. When a company expands to a global market, the challenges go up exponentially.
Caution — I forgot to add to my comment above, the problems some of you are experiencing with MSI and the contest entry page cannot be fixed by the “miracle pc tools” being advertised on TV and pop-up ads on your computer. I cannot caution you enough to not fall for these claims that they will fix your computer, make it “run” faster, and cure baldness 😉 .
Well if they haven’t yet, they need to bust that out because the Captain Crunch sounds A-MAZING!!!!
Who cares if the secret menu isn’t real. I can finally ask for the Capn Crunch Frapp the way I’m supposed to! 😀
Spencer good to see you here too! The point of the article is that if you just say, “Captain Crunch Frappuccino” you won’t get a consistent drink from store to store, but if you say, “Tall Frappuccino with 2 pumps toffeenut” you will get the same thing from store to store. The gist of this article is just about eliminating the layer of confusion cause by special pet names for drinks. That’s all. See you soon on twitter!
Melody why do you think they keep MSI running if there are so many issues and no real moderators caring to keep an eye on it? Certainly, I would think that with all the problems MSI experiences that SB might want to remove it for now because doesn’t it tarnish in some way the SB image?
If I have a valid complaint the BEST way to contact Starbucks is to use their website contact info and email them.
The second best way to offer information is to CALL their 800 number.
I get a REAL response every single time and my issues get resolved.
I called yesterday and gave praise on several issues and they were happy with my feedback on their stores, products, and employees. I was happy to do it because I love their company and complaints should NOT be the only thing they hear about.
I also email DISTRICT managers to let them know their staff does well and give them names of employees who made my experience perfect.
MSI is more of a suggestion board in my opinion.
Since I have never heard of the myth of the secret menu up until now, I find this to be an interesting read….@Denise – Maybe it’s an excuse and a sign from GOD that you should stay away from msi – LOL!
As always…. My 2¢ worth ; )
@chgo: ha! you really might be right!
I join the other baristas in this thread in thanking you! Thanks for a terrific post — it combines investigative journalism with etiquette notes, served with usual quirky Melody observations!! And even though the menu doesn’t really exist, it’s fun to see the pretend-menu and gain addition knowledge about Starbucks lore ad recipes!
Hi Mickey! Good to see you! Thank you! I think the blog article resonated with quite a few people in a good way, and I’m glad to see that. Hope you’re well!
I thought of this blog post today cause I had a customer come through the drive thru and order a “cinnamon roll frappuccino” when I asked if she meant a “cinnamon dolce frappuccino” she said no and got upset saying that there was a cinnamon roll frappuccino on our menu. I tried to ask her what went in it but she just drove off. This is the problem with “secret menu” drinks
THANK YOU! As a six year partner, I saw this “secret menu” and was slightly enraged by it – although how someone can be slightly enraged is an oxymoron, I suppose. The arguments you listed are every part of my complaint about when this came out. I don’t know what a Captain Crunch frappuccino is, and if someone came into my store expecting me to know, I think I’d be fairly annoyed. We aren’t taught these “secret” recipes. You can pick some things up through experience and experimentation, but that’s the only way we know anything beyond the usual drinks.
Also, last night, someone asked for a berry tea and when I said “So you’d like a passion tea” both customers looked at me like I was stupid. I had to physically pick up the ENTIRE tea caddy which holds all our teas, and show them “the purple one” – which was indeed the passion tea. Just goes to show how easily things are and can be lost in translation between partners and customers.
Just wanted to add something to this conversation. I read a comment earlier that mentioned how it wasn’t policy to but a biscotti in a blender. Our policy is to just say yes. We’re not a company where partners should ever, ever, ever, ever say no to a customer because of a stupid policy. Reading that just kinda irked me. Just. Say. Yes. The reward is far better than ever making a customer feel stupid or unwelcome, thus possibly losing their business.
@campsi I just have to chime in now too – we are a company with a policy of “Just Say Yes”. But that does not mean “Never Say No” 🙂 I say no several times a day – not a bald-faced, flat “No” – but a “Hey – actually, this isn’t included in our refill policy – you can have your choice of these 4 things” or a “Yes, soy is an extra charge. I can totally see how that’s frustrating to you if you’re lactose-intolerant. Let me tell you about the benefits of the gold card…” or a “I think it’s awesome that we have free wi-fi too, but it is for customers, and if you aren’t going to purchase anything, you are not a customer and you’re in violation of the terms of service you agreed to :)” In the case of not blending a biscotti in, I’d absolutely say no to a customer, because of the food safety concerns it presents to customers whose beverages will be in that blender afterwards. I’d also probably offer to help them crush up their biscotti, and mix it into their beverage, because really, at the end of the day, if that’s what the customer wants, that’s how I can help them get there. BUT, I need to say yes while working within the standards that we’re given, most of the time for some very valid reasons.
All partners not only have a responsibility to do what’s right for the customer, but also to do what’s right for our shareholders. That means upholding standards (which, let’s face it, people smarter than me came up with :)) so that there’s a consistent customer experience across the board.
I have taught my partners that “Just Say Yes” does not mean “do anything and everything any customer every asks you” but rather is a message from the company that we are partners with that the customer is our priority. And we are to do everything with that mindset, and that within that, we are empowered to do what is right for each customer in each unique situation. They’re not going to lay out specifics to deal with every scenario that might come up where a customer is upset – they’re saying “Just Say Yes” – make it right for them.
I love my customers. And I absolutely hold my baristas to the expectation of legendary service so that my customers are taken care of. Every. Single. Time. I also expect them to be knowledgeable about policies, and ringing procedures, and to help customers understand those policies and procedures in a legendary manner – even the tricky ones like refills, and card reward levels and the differences between syrups and sauces… 🙂
That was definitely more than I intended to write – oops! Sorry for going completely off the ‘secret drink’ topic!
From personal experience…if a customer wants to order something off the secret menu then they should just the barista the components of the drink and we’re quite capable of giving them the perfect beverage. I’ve made drinks for customers that I’ve thrown together for then, but I had to tell then exactly what I did in case I want there and they wanted to order out again. Case in point in when my customer J comes in. and ordered a caramel machiatto frappuccino or an apple pie a la mode frappuccino…if I didn’t explain how I made it then she wouldn’t be able to get it unless I was there.
Since this is an open thread so have to share an experience I had at an out of state SB yesterday- do not often get this experience with partners. I ordered my usual drink- iced green tea unsweetened, light ice, no water, no shaking basically just straight green tea. There are more times than I can tell you how partners just do not want to make it that way thinking how can it taste good. The partner making the drink started shaking it and also added a lot of ice and some water and I alerted him to the fact that this is not what I asked for and his attitude was just plain rude and he said it is tea so what does it matter and then the partner that took the order said I never said everything I wanted and I politely said she was wrong. He then threw away my drink and then gave me a look and said to the partner about well I guess you will have to make more green tea because I have to use all the remaining green tea! No sorry for the error or such. Since we will not be in the area again, I am not going to bother to followup on this poor customer service but in all my times at a SB this probably is the one of the worse interactions I have had.
@purple Im on my phne and cannot do more than type a short, curtish reply. Ive got tons of wrk right now. If Starbucks is ever to be held accountable for baristas that have no interest in providing a drink customized to the customer ‘s liking, youve got to contact customer service.
Melody you are correct and will send off an email as soon as I can. Thanks.
@purple: I was just about to tell you the same as Melody did. You are loyal Sbux customer. This type of service is totally unacceptable, anywhere. I have better luck calling customer service….they are very quick to either mail me drink cards (in an envelope) or add $$$ to my card. I hope you call…..I’ve done both (email and call) and the calling was immediate. The email responses, for me, seem to take days…..days. Plus when you call, you don’t have to bother filling out that standard form, etc.
They owe you a drink, at the very least. Good luck!
Denise and Melody just got a response to an email I sent SB and it was a pretty lame and scripted response. Also, they could not find the store so I have to go back and search the locator. Very disappointed.
@Purple1 – They could not find the store? This might be one reason to always ask for a receipt – you never know when you will need a store number. What’s disappointing about that is that if they did not find the store, there was no way that any feedback got back to the store partners. Do you know the address of where you were?
@Denise R….just an update on the Starbucks double shot on ice. With increase in the demand for this drink, and a plethora of recipe variations, Starbucks has added a button to our order screens, which include the recipe for all sizes!! Therefore, it should now be easy and efficient to order a a Starbucks Double Shot on Ice at any store you go to! I am personally glad at the return of this button onto our ordering screens!!!