Today is a big Starbucks day! The new Verismo machine by Starbucks launches, and all the new MyStarbucksRewards start today. For those who don’t recall, about a month ago Starbucks announced a major changes to their loyalty rewards program known as MyStarbucksRewards. As of today, (October 16, 2012) customers earn a free drink (or free food item with limited exclusions) every 12 stars. Soy milk and syrups are no longer free. And rewards go 100% digital today – no more postcards in the mail. Those are the major changes, though for all the details, check the official website.
A large number of Starbucks stores begin selling the Verismo machine today. This is an ultra-simplified way to be able to make a latte, cup of coffee, shot of espresso, or an Americano at home. The entry level machine is priced at $199.00. There are only three buttons for three different functions: The top button is for a shot of espresso. The middle button is for a cup of brewed coffee. And the third is for milk. You simply drop in an espresso pod, a milk pod, or coffee pod, depending on what it is you want.
Here’s the machine making a cup of Verona. You can see the middle button is lit up:
Today (October 15, 2012), I caught the tail-end of an in-store demonstration of the machine at the Olive Way Starbucks here in Seattle. Today really was the first time that I got to experience this new machine. So here’s my review of what I tried:
The latte:
It takes just a couple of quick steps to make a latte. You just use one milk pod, and one espresso pod, and in what seemed like less than one minute, you’ve got a latte. I was pleasantly surprised with this. I was suspicious that the milk would taste odd, but the milk pod really does make a very nice steamed milk. I liked the temperature quite a bit also. It was definitely a hot latte, but not too hot. The milk pod and the espresso pod pair together very nicely – of course they do, that’s a latte! This was two thumbs up.
The thing that I’d be very tempted to try is combining the steamed milk pod with a packet of Pumpkin Spice Via Ready Brew. I have a feeling that would be delicious.
I can see that there is something to the idea of having an incredibly easy way to produce a nice cup of milk at home – whether to combine with your favorite chocolate sauce, or what have you. Just taking a cup of milk and throwing it in the microwave won’t produce this. For Chai Latte drinkers, I would think this would be an incredibly easy way to make a Chai Latte at home. Starbucks sells their Chai mix, and you just pour a little bit of that with your steamed milk, and I bet you have something delicious and very fast.
The solo shot of espresso:
I drank a solo shot of espresso too. This was interesting. It was good. Was it great? I’m not too sure about that. Here’s my espresso shot:
It wasn’t quite as caramelly and sweet as I wanted. I am puzzled because I have no idea what gets lost in the translation between this brew method and the store. It IS good, but a nice freshly-pulled espresso shot from the Mastrena at Starbucks is better. Before I left Olive Way, I ordered a solo shot in a demitasse cup, just to refresh my memory of what that is like. The Starbucks espresso shot is better. My solo shot was truly perfect.
I inquired with the barista at the Mastrena, asking if he’d done anything special to my shot. The bar barista was “Josh” and it turns out he’s a fairly new partner. We’d never met before. I could tell he was puzzled when I was pressing him for details about my shot. He looked at me funny and said that he’d ‘pressed the button and made it with love.‘ I kid you not. As a new partner, he’s already got Starbucks down pat.
My review – one thumb up, one thumb down. If only it were just a tad bit caramelly-ier. (Sorry, not really sure if that’s a real word, but you know what I mean.)
By the way, I noticed in the booklet brochure about the machine that you can buy Guatemala Antigua as an espresso pod at other retailers and/or at StarbucksStore.com. I have to wonder if that produces a nicer shot of espresso! I doubt I will ever know. Those pods aren’t in the Starbucks stores, and unless Santa Claus is super generous, I doubt I’ll get a Verismo for Christmas.
The cup of brewed coffee:
Last but not least, I tried Verona brewed coffee from the Verismo:
One can get Pike Place Roast, Caffe Verona, House Blend, or Veranda Blend as coffee pods. I’m quite a closet fan of House Blend too. I still buy Starbucks House Blend now and then at the stores. And of course, I love Verona. The cup of coffee was quite good. It was nice size cup of coffee – I normally only order a short brewed coffee. And it was delicious. There really can’t be an easier way to make brewed coffee.
Two thumbs up for brewed coffee.
******
This is an open thread. Feel free to weigh in on the Verismo home brewing machine. I know that some of my readers have already got one (or will have one shortly). Or, feel free to weigh in on anything Starbucks-related. As mentioned earlier, today is the big day for the new rewards launch too.
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I can’t wait to receive the Verismo offered to me from msi. I am interested in whether it produces, at the very least, a better cup of coffee than my Keurig Machine currently does. You have to admit Melody! You can’t be too surprised that the Verismo didn’t produce a better shot of espresso compared to the Mastrena?
Since this is open thread…… @Denise – I hear that Harlem & Lake “SHOULD” be receiving the Clover Machine with their first upcoming remodel. You kind of hope for this kind of thing by putting it out there, waiting for somebody to bite. I put it in that DM’s ear over a year ago. I would like to believe I had a little of something to do with promoting the idea or giving it some attention.
I am so excited to try this machine out! I’m definitely picking one up on launch day over here 😀
Nice review, Meloday! I am curious about the machine too! I entered the 400 machine giveaway contest that required setting up a Pinterest page with specific requirements and the contest ended Oct. 8th but I do not think they have announced the winners. I would love a machine to see how well it does vs. my Keurig.
This is a great machine. I use mine in the morning to pull 2 quick shots. It’s a great add on for those who need quick, quality beverages. I think it’s a great platform to launch future products as well. Christmas Blend Pods – YES!
I can actually tell you – using the milk pods with PSL VIA – FANTASTIC – I’ve done it on several occasions and its great. I actually use two pods to one packet of PSL VIA.
I do recommend however, make sure to use filtered water – it does make a difference!
Thanks for all your post Melody!
@Melody – thanks for your review.
I am still waiting for my Verismo and was unable to attend the tasting on Monday 10/15 4-6pm so I can only go by the opinions of a couple of Baristas (whom I trust). They were impressed with the output for an ersatz (my adjective) home espresso machine.
I predict that the Verismo will do well, if the build quality and reliability is good. There are a lot of folks that need that shot of espresso to get out the door 😉
I can’t wait to try this machine when next in London or New York over the coming weeks. I can’t see it launching in Ireland anytime soon. I adore my Gaggia Espresso Machine, twice the price, but a perfect espresso every time. I’ve had it over 4 years now.
Last week also saw new Rewards launch in Ireland. There appears to be no tiers anymore. Once you have a registered card, you get free extras etc. I’m trying to get the full details, but it appears to be the old style rewards which predate the My Starbucks Rewards.
I demo’ed the machine at my store for about an hour last night.
The latte was a big hit. I was stirring them since the shots go in
last.
The espresso shot was nice. Different than one pulled
From the machine but not necessarily better or worse. Just different.
Heads up – make sure the handle is all the way
back with your hand off of it or the cups
will fall through.
It would have been nice if there was a low water indicator
On the front.
Wow – twitter and the iPhone really butchered
My formatting on my last comment. Sorry.
Melody since this is an open thread I will comment about the launch of the new rewards program! At my local SB this am already the SM seemed a bit frazzled. He came over to me and said he was bringing people over to me when they complain about the extra charges. (We had a discussion with the DM about the new rewards program which prompted his remark.) Anyway, already people have complained to him and it was early when I was there. Of course, there have been complaints before today as well. I really wonder how SB will alter if at all any of the new rewards if complaints get to a level where customers are boycotting.
Hi Melody!
Just wanted to let you know, my husband and I purchased this new machine and it’s awesome. Just wanted to share our feedback thus far – so far so good. It makes a most decent cup of latte and coffee. I am excited to see what other types of pods they come out with, and could certainly use a nice case to keep them in 🙂 I hope this really takes off, as it is nice and convenient to have here in our home. We still visit Starbucks, but mostly for specialty drinks we cannot make at home 🙂
I really enjoy reading your posts always! Thank you and keep the great information coming!
My best,
–Christina 🙂
about the machine–what are the pods made of? are they recyclable? that’s what turned me off using the Flavia machines at work–the tremendous amount of waste. (well that and possibly the grossest ‘coffee’ i’ve had in my life… 😉 i literally have a (glass) jar of instant in my desk.)
I tried a latte and a sample of Verona from the Versimo yesterday. It was better than my Keurig, I have to admit. I was afraid it would be….because now I really want one but my Keurig isn’t even a year old yet. 🙁 *sigh*
touche Starbucks, touche…I knew I should have waited for you 🙂
@ Christina – I thought I’d chime in again really quick. Stores that are selling the Verismo system will also be selling a “Pod Organizer” – It’s a two drawer, wood container. *I* think it looks nice, but that is my opinion and I think its a good option for people who want to store their pods!
Check out your local Verismo store!
Sitting now at my local SB and tested my free rewards. Partners had to press on button on the register and it came off, however, I can really see long lines maybe and frustration to redeeming the rewards at least until everyone gets familiar with it. I created a line in my transaction. The partner cannot see how many rewards a customer has only that it is available. I know the program launched today, but I did not yet get an email from SB to let me know I have rewards (and I have more than one).
You inspire me 🙂
Today, after reading your post, I visited my local Starbucks (Fruit Cove, St. Johns Cty, FL) to ask when we would have a Verisimo tasting. My barista immediately offered to make me a latte right then and there.
I was on the fence about whether or not I wanted the Verisimo but no more. I am sitting here drinking a very tasty latte that I can easily reproduce at home (admittedly, pumpkin spice, half a Splenda (my preference), & whip cream were added). It is delicious. It could be hotter but overall I am sold.
Guess what I want for Christmas? 🙂
There was a demo at my store (I’m a customer) but it was a disaster. Baristas were not trained on how to use the machine so they did not know what they were doing. They were also busy helping out paying customers at the cashier. No one was at the machine to help demo the machine so customers were just going up to the machine and doing it themselves, not knowing how to work the machine. This created a line around the machine and blocked the entrance to the line going to the cashier for paying customers. There were many mistakes such as using the wrong pods, pressing the wrong buttons, etc. There were many wasted pods. The manager eventually came in and helped.
before I forget: @chgo: yay about the possible Clover (they’ll need 2 ) in River Forest! I also mentioned that to them on several occasions. Don’t know what took so long! will be VERY glad to stop by Harlem & Lake (5miles from my mom’s) on the way home (hr drive) an get a CLOVER cup or bag of RESERVE.
re: the Verismo: I’ve now tried all the possible (NOT ppr) combos of the non-personalized drinks. surprisingly pleased. Am really looking fwd to the machine and making my own treats…. (mocha syrup, etc.) I’m ready!!! and thankful.
re: the new (non) rewards: SCREWED UP. NO ONE in the store (corp) that I went into about 11A today knew how to retrieve a ‘reward’ that might, or might NOT, be on one’s card. I spent ~30min. outside the store (to hear, above the blasting music, with Cust. Service…obviously a very busy day for them!) after many other things going on in my life right now, I was in tears at the counter. Not only is it NOT a win for me in any way, but now the STORES appear not to know jack! Cust serv. sent my sm info thru a portal, and then finally was figured out. I do not like the inability to have one’s card swiped (which I was led to believe one could do) and find out if there are rewards. Of course, I check my email. and, in that case, unless they duplicated the email, it did not add up to what cust. service told me….. which, according to my very CAREFUL calculations, is wrong. It is so far one big unreliable mess and I find the whole system far less ‘trustworthy’ than the old. (whether the post cards ARRIVED, or for that matter were sent, or not)
@purple, yesterday (pre-new “rewards”) a few of the partners were trying to find out from ME, what the old rewards WERE and knew nothing about the new ‘system’. of course, I don’t mind helping them but really??? why don’t they pay ME for all the info I give them?
I am just in too foul a mood to even be on here. It’s very screwed up, for sure……no matter what their “ideals”.
sorry.
Tomorrow is my day off and I plan on going to the store I am currently writing my PIAT over to observe their Varismo tasting. I am so excited to try the latte! I overheard a SM in my district say that the milk pods say they are whole milk on the packaging, but on a conference call today my DM said that once the water is added to the pod through the machine the milk becomes 2%…I do find this odd, but it makes sense (just an interesting point I thought I’d share). I would love the burgundy machine if I were to pick one out for myself. I just don’t know if I have room for another coffee machine in my apartment. Out with the old and in with the new I suppose…maybe.
I finally have a quick minute to somewhat catch up on the comments.
@jankey – As far as I know, the pods are recyclable. Though I can imagine this could vary depending on what your region considers recyclable.
@ Purple1 I have not seen a single problem when it comes to soy/syrup. If it’s happening, I have missed it. One downtown Seattle manager’s take on it was that Seattle customers are a little more loyal than other areas because of the hometown effect, and that she thought the recession hadn’t hit us so hard, as well as she notices her store sells a lot of brewed coffee and americanos – not big soy/ syrup users. But I have no doubt that there must be annoyed customers out there today, as huge as Starbucks is.
@deniser For the life of me, I am confused where anyone can see that they have a reward waiting for them. I had assumed that the app would display if a reward coupon was waiting to be used, but I don’t see it. Even worse, what the heck is up with the extremely annoying constants noise when I click rewards on the app. I use the Android app – actually I usually pay by a card, and I have been checking out the Android app to see if my rewards are on it.
@taylor Interesting observation about the pods. That came up in conversation today. I’ve heard baristas say that the pods are 2 % milk, but they do say whole milk on them!
It sure sounds like the Verismo is promising! I originally like my Keurig, but I can no longer appreciate a decent tasting cup of coffee with my Keurig. The water taste funky, even though it is kept clean and empty of any water when not in use. I’m also wondering if things are getting a bit wild at msi today, now that the Reward changes have kicked in? Although I believe there are winners and losers in the changes, I also believe nobody is right or wrong in how strongly they are for or against the changes.
@Denise – I was guessing you would be delighted by the news. I am however crossing my fingers hoping it is true. I usually am pessimistic about things until they become a reality. I was given the news by a pretty reliable partner so I’m pretty sure this will happen. I know you have shared my sentiments over the RF store, and it’s nice to know you also suggested a Clover at that location. Maybe it took this long because they were waiting on the remodel. For me, it looks like PR will have some competition as far as my business on weekends.
Got to tell you Melody, I didn’t even give the Varismo a second glance. I knew if I tried it and liked it I would have to have it. Lead me not into temptation!!
As far as the new rewards program today…….I stopped at my morning store and observed for a bit. Not a peep out of any customers about their rewards. But, this morning crowd is usually so self absorbed in their cell phone conversations to probably even notice the change.
I did ask about the awards that appeared on the Starbucks app on my phone. According to the app, I have four rewards to redeem. According to my calculations, I have one. So I was curious to see what was what.
One of the partners and I walked through the process of redeeming a reward and she was thankful that I asked questions about it because frankly, her store was given a sheet to follow, no training just sheets of paper. Together we figured it out and from what we can both tell, there is no way for the partners to see how may rewards I actually have in my account. Interesting.
Thanks for the review of the Varismo!
@Melody – Are you not seeing the reward only on your phone? I know when you log in on the computer, it shows that I have 3.
When you open the App, click “Rewards” and then “Detail.” Wait a minute for the system to catch up, and then it should display the available rewards.
Mine is showing rewards available that I believe I already got postcards for, so I’m assuming they loaded earned rewards from the last month or so into the new system to avoid overlap issues. If this was a deliberate decision, and not a glitch, kudos to Starbucks for giving customers the benefit of the doubt in this transition. I still think the new system is a giant ripoff (based on my purchasing habits), but at least this portion is nice to see.
@Brett – I really do need help. Are you using the Android version? I really do not see the word “details” anywhere. I open it up and it fills the cup totally full of stars – in fact overflowing. Now it looks like it really tilted. The screen goes black and white with cup images. And it makes lots of noise repeatedly. When I use the web version at starbucks.com, I can click on rewards and it says I have earned a total of 108 rewards. I would assume that is like the last year’s worth of rewards. I am totally confused. I need to figure out whom to call at Starbucks card.
Sorry, I’m using the iPhone app. “Details” is in the upper right when looking at the cup with stars in this version of the app. I assumed Android would be the same, but I guess not!
@Melody – have you updated your app today? Once I did that my rewards showed up under details. (iPhone though).
@chgo – great news about RF location.
I’m pretty certain that during the demo in Houston we were told that the pods are not recyclable (sorry, I can never spell that word!). I demonstrated the Verismo for a while today and when customers were interested outside of the demo time, my partners went over to show people. I also did a coffee tasting with a brand new partner using the Verismo (since today was launch day it seemed appropriate). It seemed to me that the Verona tasted like it should. (I really don’t care for it, so I avoid it like the plague, but it was what my barista chose) I wish the brewed coffee choices were more varied, we only have Veranda, PPR and Verona available…though Christmas Blend is coming!
I didn’t have a single customer complain about the new rewards program today.
I had one customer conversation about the rewards today. And it was in regards to the ‘add dairy’ function for americano mistos, and how disappointed she was that it wasn’t clearly communicated ahead of time whether or not it would phased out. She wasn’t super surprised to see it go, but thought that it felt like more of a let down because she’s been secretly hoping for the whole month that it wouldn’t. And this is a legit complaint, in my opinion – it should’ve been clearly laid out somewhere.
And the Verismo sampling has been really well received. My partners have also been going over and showing any customers who show interest outside of the sampling time, and they’ve all been super stoked.
And Michelle, I also remember hearing that the pods ar won’t recyclable, mainly because they’re so small that the different parts can’t really separated out. This is the one drawback for me, and why I won’t be using it to brew coffee – I’ll stick with my sun-dried Sumatra in a press thank you :). However, I had a solo espresso before leaving for my open this morning, and I gotta say, espresso t the touch of a button before leaving the house that early? Gold. Love it 🙂
Stupid question time:
Melody,
Under the new rewards system, if you order a plain old Misto, will you be charged for dairy (if you just want the standard 2% milk in your Misto) ?
kh
In the last two days I have redeemed 4 rewards and it has been interesting to see it. Some partners as Suzanne C has said are clueless as to how to use the new system. This morning the SM told me they are updating the system and he expects changes. I am totally surprised that the partners cannot see how many rewards are available on the card nor how many are left if there are some. Also, on the home page of your account from the computer it says how many rewards you have but does not say when they expire. You have to go to the calendar to see that. I think this is too cumbersome. There have been folks complaining about the loss of some of the rewards.
I work at a Pittsburgh store and we were in the test market for the electronic rewards. After a week or so it becomes the new normal with the biggest issue being the customer forgetting to ask for the free reward or the partner forgetting to push the reward button. Either one is easily fixed with a void and a re-do.
There is some minor confusion that the birthday reward is a different discount button than the earned reward.
Also, I remind customers to allow Starbucks to email them when they set up their cards. This was an option box before and a lot of customers are so used to telling websites “no email” because you get a lot of spam. Not so in this case.
yeah, my account (on the computer) also says i have a reward that i’m fairly certain i don’t have. i’m going to wait til next week when the cashiers have had more time to figure out the system to see if it’s redeemable.
as for conversations with SBucks staff, every time i’ve gone into a store since 9/18 i’ve (pleasantly) remarked that i don’t like the new incentive program. and Every. Single. Employee i talked to agreed with me. no one tired to give me the company line about how this is better for more people or anything like that. one cashier and i had a nice long chat about it (she’s a flavored soylatte person too).
going for my weekend scones on friday; will have to see what the level of employee frazzlement is by then. 🙂
as for the pods, if they’re not made of the usual plastics, maybe SBucks should consider collecting them in the stores and finding a place to recycle them; back in the days before most community recycling would take yogurt cups or butter tubs, at least one yogurt company i can think of found a local outfit that would take the cups and shred them down and make lawn furniture out of them. said company told its customers, “save up a bunch, toss them in a box and send them to us via the slowest cheapest postal boat and we’ll get them recycled.” SB may want to investigate something like this.
I haven’t redeemed any electronic rewards yet, but I might try on my way into work today. It seems that the Stabrucks Card apps and website are a bit glitchy right now – The website shows that I have 23 free drink coupons to redeem, and I know that’s way too many. That’s not right.
@Jankey – Mostly partners in my area just say that the new rewards are better. I doubt that the stores will really encounter much back lash. It will be isolated. (1) Those who decided to leave Starbucks, have left, and aren’t there to complain (2) Some people don’t care about the 60 cents (3) Many people feel much more comfortable complaining and bitching through a computer screen than face to face – as a result, many angry customers will turn to MSI or Customer Service, but it IS harder to face to face complain.
As to the pods, maybe they’re recyclable here in Seattle but not elsewhere. It’s amazing what can go in the recycling here.
I am still confused about the whole 2% versus whole milk thing for the pods. I was sure that a number of Starbucks employees had told me it was 2% milk, but the pods really do say whole milk on them. Did I mis-hear them?
Re the milk pods – The way I understand it is that whole milk is used at the beginning of the process and when it is reconstituted in the machine it has as much milk fat left as 2%. Make sense?
The Starbucks website says it like this…
We take fresh natural milk from the dairy, then extract the water using an innovative, gentle process to produce a very fine milk powder—the same delicious milk in dried form. Sealed in its Verismo™ pod, the milk remains fresh-packed until it is placed in the Verismo™ machine. Combined with water under high pressure, the powder becomes liquid once again—creamy, sweet, frothy 2% milk that is perfect for your Starbucks® Caffè Latte—at home.
@Melody – I was told something yesterday that really changed my thinking as to why some partners say the new rewards program is better.
Partners get free drinks during their shift. Some food items cost more than a partner makes in an hour after taxes. Free food becomes a greater benefit for them because free drinks were easier to come by.
I had never thought of it this way, but it makes a lot of sense to me.
That said, I think the reality is the new rewards are better for some, worse for some and make no real difference for others. It’s just change.
The way the rewards should work is if the customer has a reward, a reminder would pop up on the screen when the batista swipes the card so that the barista can remind the customer that they have a free reward and ask them whether or not they would like to use it. This is how the machine should be programmed.
@s: I think most of us agree with you about that but unfortunately, it is far from the way it’s (not) working. I cannot even find, thru email, my remotely correct # of supposed rewards. (vs what cust. service tells me I have….ON the card)
@Melody: re: the milk pods. this is almost funny. The boxes and the sm’s etc have all told me they’re WHOLE MILK. The boxes specifically say “DRY WHOLE MILK PODS-CREATES A 2% MILK LATTE”. sounds like a scam to me…..because I have skim milk in all my espresso drinks. and of course there’s always added espresso, and whatever else I might have. My God……does that mean I’ve been drinking nearly WATER, since I have skim. ? crazy.
regardless, the small amnt of WHOLE milk that it is in these little pods makes it insignificant to me, either way. (and I drink, use etc all skim, except in baking)
at this point, figuring out the rewards, how to see them, retrieve them, etc. seems more important. it’s a real mess and I do not like NOT seeing what’s on my CARD. the email thing: that’s already been proven WRONG, incorrect for me.
I just cannot, and yet, I can, believe this BIG BIG company finds all this change that they created so difficult to make work for its customers and partners.
last thing. I’m only looking at a box of the milk pods now…there’s no recycle symbol on these. just noticed in the bottom of the box: “product of Germany” SERIOUSLY???? here we are in the midwest, few miles from the dairyland of Wisconsin, and we have to get dried MILK from GERMANY?????? surely, could this not have been ONE thing: “made in the USA”????
yeah, keep selling those red white and blue bracelets and then get MILK from Germany!!!! (nothing against Germany but REALLY??????MILK?????) 🙁
Denise all your comments on some level have really hit the mark.
I would be so annoyed if the food items are going to be removed and we would find less choice. So sad. I saw today at my local SB that partners were not at the same level of training re using the new system to retrieve the rewards and I find that frustrating. I wonder how long it will take for SB to get this new system working and if not soon then they should have waited to launch. Long lines, annoyed customers does not make a pleasant experience.
@denise r – have you looked at your card account online?
If you go to your rewards calendar in “My Rewards” “Rewards History” you will see stars and cups as before, and when you click on the cup you will see what you have earned and when it expires.
As far as I can tell, Starbucks has given folks electronic rewards that duplicate any postcards you should have received since the last week of August (so if you used those postcards, you get a double reward).
There has been virtually no training of the Baristas on how to use the electronic rewards. There are going to be a lot of needless mistakes, and the manner that the Baristas have to use to redeem the rewards sets everyone up for failure. The process was designed by a moron IMHO. I cannot believe that the test area did not work out all these basic problems.
BTW, the big boycott of Starbucks has been a big bust in my area.
@dadcooks How did you figure out that the number of available free drinks under the new program essentially includes all of Sept and 2 weeks of October? That explains why I have a huge number of free drinks right now.
@kh – you should not be charged for dairy, since a Misto has dairy built into the drink recipe.
@Melody – HI! Whole Milk + Water = 2% That is what I’ve been told. The Machine has performed really well for me – I hope you try the PSL Via and the Milk Pods – I liked it!
I would recommend that anyone have ideas or issues with rewards redeeming, either use the Customer Service Line or M.S.I forum. (I know I have been using both lately on this topic!)
@StarbucksWI Mitch –
It seems as though Starbucks really did give away a whole bunch of extra free drink coupons to many many people. When the rewards were loaded on 10/16, rewards were backfilled as DadCooks said. This means that many customers got bonus drinks – If the customer had already used the paper card, and then got the reward again electronically, he or she got the same drink twice. This appears to have been intentional – I had some twitter conversation with an SSC partner, and it seems as the Starbucks really didn’t want anyone to have a lost transition period, or any lost rewards. If you have customers who suddenly think that they may have more rewards than expected, now you know why! That is so cool. For some, this may mean a lot of free drinks!
As to MSI, I don’t really see it as a place to get answers. At least for me, I’ve had the most success trying to reach out directly to people whom I know might have the answers. MSI (I think) gives many customers a place to feel “heard” about the reward changes, but at the end of the day, I really doubt that Starbucks is going to go back to the previous version of the rewards.
@DadCooks – I don’t think I know what you mean. I’ve been handing my card to a barista and saying “I’d like my free drink reward” and they make it come off as free. It seems to be as simple as a button that they press …. I tried it this morning on a protein bistro box, and indeed, it was free.
@Melody – I see you figured out why there are extra “rewards”. Very good move by Starbucks.
I really meant to say that there has been absolutely no training (at least at my regular Starbucks) on how to process an electronic reward. Yes, in some ways it is a simple button press (one for regular reward and another for birthday) but if the customer does not identify that the order will have a reward BEFORE the transaction starts, then the Barista has to void the order and start over. As far as I can tell, the card swipe/scan has to occur at the start of the order rather than at the usual end. I may be wrong, but that is what the untrained Baristas figured out.
I could start a rant on how the DM (and some other HQ type) have caused this store to totally lose focus because they are ranting on a deep cleaning and too many consumables in the backroom. This has been done at the expense of properly training a new Barista, no training on the Verismo (the SM has been doing all the demoing), no training on the new rewards system, and more.
@DadCooks – I’m sorry your store has been unfocused. It probably won’t make you feel better, but I think it’s a little companywide at present. I came back from the Houston conference super pumped and full of all these great ideals, and was surrounded by a lot of less-than-ideal opportunities very quickly. I’ve spent the greater part of this week and last spinning my wheels and trying to solve too many problems at the same time. Obvs this is not working for me, or my team, or my customers, so we’re re-focusing on one or two things – not 20 🙂 I do remember feeling this same way four years ago when my SM got back from New Orleans (I was a brand new barista at the time) . Things *will* sort themselves out.
And, in regards to the demoing, I have been doing a lot of the first demos so I can model what I want my partners to do when I’m not there/on the floor. Also, I have one. My customers know it – I’ve been talking about it. They’ll often ask me the questions anyways, even though there is an equally knowledgeable partner standing right beside me. Just another perspective… it could be lack of training/partner availabilities too – no doubt about it, but it might be a deliberate technique 🙂
In regards to the electronic rewards training, my problem has not been with the training materials – they were easy to understand and do actually explain what you’re supposed to do. The problem is that some of the partners lack common sense/observation skills – the buttons are in the same place as before. They are labelled differently, but in the same place. Thus, a couple of them tell me that ‘the buttons aren’t there’, or the ‘system hasn’t updated yet’ – really?! I’m thinking of teaching a course called “Common Sense: What Is It, and How Do I Use It?” Also, perhaps tag teamed with “Little Details: They *Do* Matter” Neither of these are really Starbucks-specific – they are life skills that aren’t being taught at school/home these days, and it is in situations like these where I feel the lack of them.
And also FYI, you don’t need to tell the barista at the beginning of the transaction – just anytime before the transaction is tendered. As long as they highlight the item you wish to have free, you’re good. I got a free bistro box for lunch today, and it was easy as pie…and I decided *after* we’d already punched in my partner beverage and markout. 🙂
My local store gave me a completely free drink today because they couldn’t figure out how to run the free reward. They said they’ve been having trouble all day.
Now I know why I have more rewards that what I had previously thought! Thanks everyone!
The fun part is trying to redeem those rewards, my SB is still clueless. Tried two days in a row and so far it has been a no-go. So there is a rewards button? Will try again today and see how it goes. One of these days all of the planets will come into alignment and my rewards will come through.
dadcooks–thx for the info on the stars/account page. i note that it’s actually different today than when i looked at it yesterday. there’s no expiration date on the reward, but maybe that’s going to need a little longer to filter through as well.
clearly still a work in progress. 🙂