For those who read this blog all the time, you know that overwhelmingly, I plan what I write. I might plan an article about a Starbucks card, or plan a giveaway for a Starbucks logo iPhone case, or I will write about a coffee tasting, or whatever. Today, I’m just writing about how my day went.
Stop reading now if you don’t want to read this kind of thing.
It’s Sunday, September 2, 2012, and Labor Day Weekend. About once or twice a year, I get in my car and I drive on a hunt to find a nearby Starbucks store with a test item. I’d probably do this a lot more if I didn’t work full time, but I really only have a chance to do this a couple times a year. My last such excursion was in December of 2011, and I found the Starbucks store with the “Auto brewer.” In May of this year, a partner sent me a better photo of the “Auto brewer.” From what I understand, I visited the store shortly after the test began, and shortly after May 2012, the test – having run for about 5 months – ended.
Today, I decided I would find that Snohomish County Starbucks again. I got up early and headed out to the find the store that previously had the “Auto brewer” test. The problem was that I didn’t really remember where it was. This was quite a problem! Somehow, I got it stuck in my head that the test store was off of Highway 2 in Snohomish County. This, in fact, is totally wrong. I got lost.
I ended up at a Starbucks in Monroe, Washington, (“Monroe Plaza” Starbucks) and stopped for coffee, and to get directions. I knew I was lost. I started asking a bunch of questions of the bar barista about “Where is the test store with auto brewers?” and mostly she just looked at me like I had two heads. She tried very hard to help, but genuinely didn’t know the answer. And, I could see she thought it was curious that I was asking about stores with test items. The store manager then came over to speak with me. I could see that at first he was a little bit suspicious as to what I was asking about, but after a short conversation, he really warmed up. We had a great conversation just talking about Starbucks in general, and I was indeed I was glad that I’d stopped at this little store. As an aside, I started with a grande lime Refresher, and left with a tall iced coffee. I was impressed that I was not charged for the tall iced coffee, and indeed it is a “refill” as Starbucks enumerates what a “refill” is. Mostly, I read through my email on my Kindle in this store because I knew that somewhere I had the address of the “auto brewer” store in an email.
Well, I was indeed lost and way off track.
Back on the road I went. Having found the address in my email, after lots more driving, I ended up at the same store that I’d been to last December. When I walked in, I instantly recognized it. This was the right store. There was not a single test in this store. No auto-brewers at all. I ordered coffee and got a bistro box. The register barista was friendly, and so far, all was going well. I went back up to the register when it was slow, and I asked the question, “Do you miss your auto brewer?” She replied that her store has NEVER had an auto-brewer. Given that I’ve posted two photos of it on my blog, and I knew I was in the right store, I thought this was super odd. I asked her if she was new to this store, and the answer indeed was “yes.” The floater behind the register barista also had never heard of an “auto brewer.” But she too was new to the store. I asked, “Is there anyone here right now who is not new to this store?” To my side, another partner stepped a few steps towards me. She was holding a tasting cup, and it was obvious that she was tasting coffee. She was in dress code, absent a green apron. Previously, she’d been standing right at the entrance to the store’s backroom. I heard her say something like, “I remember it.” But then, another partner barked at her for approaching the area I was at without wearing an apron, and so the conversation was cut very short, and she retreated back to the backroom. I completely understand WHY because I know the dress code rules, but it did inadvertently shut down the conversation.
On the passenger seat in my car, I had a bag of the new Colombia coffee. I decided immediately to give it to the partner tasting coffee – it’s a great coffee and I want to spread the Colombia love! As my drink was being made (a tall hot chai, no modifiers), I ran to my car and grabbed the Colombia coffee. Sadly, by the time I returned to that store, the partner who had been tasting coffee was gone. Her shift was over, and she was gone. I learned that her name is “Shelly” and I left the coffee there for her. I hope she likes it.
I was on my way again. Well, after my chai was remade. The first one was very milky, and I asked about it and the bar barista hadn’t put in any water. She was extremely pleasant about remaking it, so all is well that ends well.
Again, I got lost. I was simply trying to get back to Seattle at this point. Home sweet home. I’d had enough of just driving around. I reminded myself why I don’t normally spend my days aimlessly driving from Starbucks to Starbucks. I love Starbucks, but I just don’t want to spend my time driving from store to store to store. (On the other hand, if I didn’t have to work, I’d gladly take a road trip and do just that kind of thing!)
As I mentioned, I got lost again. I left one city in Snohomish County, and somehow, I missed a turn off the highway, and I found myself lost in downtown Woodinville, Washington. I really liked the exterior of the Woodinville store – I like the older-style Siren holding a logo:
By the way, the Starbucks at Monroe Plaza, and the Woodinville Starbucks were both brand new to me. I had never visited either store before.
At the Woodinville store, the register partner commented on my Evolution Fresh card, and I explained that the Evolution Fresh card is a Starbucks card.
I ordered a tall Verona in a for-here mug, and asked for a morning bun heated up. The register barista asked if I wanted the morning bun on a plate. I always do think that is a nice touch to get your pastry on a plate too. I said “yes.” I got my coffee, and my morning bun was on a plate, and I was given a real fork as well. Definitely a nice little detail. I was hungry, and still somewhat lost, so I browsed maps on my Kindle and ate. I did go back up to the register, needing help with directions. I am not naturally good with directions. “Jenna” was super friendly, and gave me directions home to Seattle.
By the way, I noticed that none of the Snohomish County Starbucks I visited had the Evolution Fresh juices in them yet. I had mistakenly thought that they were more widely available than they are.
Shortly before 12:30, I was home. I wrote out this blog article hurriedly so please excuse poor grammar and typos.
I hope everyone is having a great Labor Day weekend! (For all my readers in the U.S.)
~Melody
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Enjoy your labor day melody and everyone that reads this great blog. Melody what a great road trip you shared with your readers. Thank you. I enjoyed seeing the SB stores outside of Seattle and the different personalities of the partners. Isn’t it so interesting how one store in one area is just so different from another store. I see that here too.
@Purple1 – It is interesting to see how different stores handle different situations. I started the day very early, before 7 am, and I wanted to get to a certain Seattle Clover store. I’ve been meaning to write about one particular store but knew I’d have to get there super early to get any photos before it was totally crowded. Despite having not been in that Clover store for about 4 months, I was immediately recognized, and welcomed with open arms. The partner who remembered me recalled our conversation from 4 months ago – The two of us had gone to the same high school in Orange County, California! (years apart). I think my only point was that I get recognized sometimes in Seattle, and that can influence what happens in the store. I don’t know.
I did think about what would be the best to do in that situation … meaning the girl with no apron who approached me to answer a question. The woman who yelled at her (I have to assume that was the on duty shift, or an ASM, or SM but I don’t know) was half way across the area near the DT area, so it was sort of a curt interruption – yelling across the bar. Though I don’t know for sure the right answer … quietly approach from behind and mention something? Wait until the conversation is over? The no apron barista quickly retreated to the backroom after being yelled at. I don’t know the answer. In the interest of preserving the customer – connection, I might have waited until the conversation naturally ended and then said something. Well, I’m not a store manager … no need to even think about it.
Melody a bit off topic but in response to your comment at some point it might be an interesting blog post to see if the responses you saw between partners and management are commonplace or just someone having a bad day. I think it all goes to an issue perhaps of partner training and customer interaction. I certainly would have waited to speak with the partner or quietly asked the partner to come to the back room. Btw how far have you traveled in your car to do store reviews?
@purple1 The furthest by car might be the article I did on a store in Eureka, Calif. I’m on my phone. Sorry so short. I’m glad I went to Eureka. It was 2 yrs ago. I met a partner who is still a partner, and I keep in touch with. She rarely comments but I know she is reading the blog.
I am a professional at getting lost! 2 GPS always when traveling, and maybe maps for good measure.
I am sad you didn’t get to talk to shelly more 🙁 and didn’t find a test
tests are very small, i found that when hunting the refreshers test in austin, few store had them!
I also get tons of questions about my evolution fresh card and love to use it as a chance to talk with baristas 🙂
Sounds like a nice day Melody. Sometimes getting lost is not so bad at all! Hope you enjoy the rest of your weekend.
P.S. The Evolution Fresh card really is a conversation starter.
It seems to me that if the partner was doing a coffee tasting then she was working and should have had an apron on. Having said that, I answer questions customers have while on my break all the time, I’m definitely not wearing my apron then. Maybe if she’d come into the cafe to talk to you rather than approach behind the counter her supervisor would have been happier?
melody, wow, i can’t believe it’s been two years already! time flies 🙂
sorry, i am more of a lurker, but i’m here almost everyday checking up on everyone 😉 i’ll do my best to contribute a bit more! xo
@Melody: freakishly (at ~ the same time as you) I was also LOST yesterday….in a very familiar area that I’ve known most of my life….and go BY at least once a week. Added about 30min. to my already hr long city drive. It was horrible and I was so mad at MYSELF……….ughhhhhhhhhhh.
@Michelle – I like the way you think. 🙂 Your reply makes good sense.
The comment about your ‘milky chai’ I find very interesting. We have a Partner that only makes chais with milk- no water. I hate that the drinks are not always made to recipe. I understand the need for drink quality to be consistent from store to store. Plus, this increases the cost of making the drink. I wonder if there are others who make chais like that- all milk?
GASrarbucksGirl – I have lots of customers who order it that way, but I can’t imagine making it that way if it wasn’t requested. The partner you mention makes them that way always??? Sounds like some follow up on drink standards might be required!
No-water chais have more body and a slight muting of flavor. I prefer the extra milk and protein, however little it is. But it has been a while since I did a flavor comparison.
I recently gave the following advice to an aspiring shift. “Never correct a partner on the floor. Never, ever, ever correct a partner on the floor in front of a customer.” And by correct I mean challenge or admonish. It kills trust and respect and ultimately reduces respect and team cohesion.
@Kurt – I like what you wrote. Reminds me a managerial adage that I’d almost forgotten: “Praise in public. Correct in private.”
Kurt your advice to that shift partner is right on and I only wish all managers and even line partners would take that advice. I cannot tell you how often I see situations where discussions between partners or between partners and management should be in private but are on the floor. Goes back to training and customer service I guess.
@Michelle yes, he makes it like that always, because that’s how HE likes it and thinks it’s best, and he’s our best bar partner :-/ I just wonder how common that is
BTW, can anyone chime in on the whole raw sugar deal… is that a nation wide issue? We have been out for weeks and I wonder if it’s ever coming back. I understand there’s a shortage so prices have soared. However, it’s evidently not a shortage to the extent that there’s none to be had. The grocery stores still have it. Of course they pass the increase on to the consumer, but in Starbucks’ case, we eat the increase.
Never leave I-5!
@GAStarbucksGirl: We still have it around here altho I’ve noticed a couple stores have stores putting it in those tall jars, like plain sugar. I suppose that eliminates people walking off with extra, OR, they really are out and have gotten their own and poured it into the jars. ??
What an exciting day!!! I absolutely adore days such as this one you describe. In fact, since I am recently transferred to a new district I plan to drive to each store in my district soon and make a day of it! I wish I could have tried a cup of coffee from that auto brewer, was it about the same as getting coffee anywhere else, or better?