Customer service has taken a hit lately. It’s like as if it currently trendy to not care about your work and/or how it affects the customer. I wanted to explore this a little more: I hope I’ve got it wrong and the customer service at Starbucks is alive and well.
The prompting for this article started with this Cosmopolitan article: There’s a Starbucks partner who will gladly decaf you when you ask for regular coffee.
I’ve seen plenty of internet memes which essentially say, “the customer is just a**hole.” I’ve seen discussions of intentionally messing with names on cups. I’ve had discussions with partners who witnessed their co-workers steam milk extra hot to get back at rude customers, and/ or give the wrong milk or syrup.
Again, I hope I’ve got it wrong and that these are the rare occurrences within Starbucks. The best kind of comment might be that these are just a tiny fraction of the experiences happening inside Starbucks.
But if we need to open up an intelligent dialogue about it, let’s do that.
I asked those who follow my Facebook page for some feedback, and I asked if it was even worthwhile to talk about this kind of thing?
Does Starbucks need to re-calibrate their customer service?
I heard lots of wisdom:
- I was a barista for over three years and I saw stuff like this frequently. It is sad that we can’t treat other human beings with basic kindness. I also think that this a two way street. There is no excuse for being blatantly rude to someone, and I will not excuse the barista behaviors you listed above. So, I think it is a worthwhile topic and yes Starbucks should fix this internally.
- Back when I was a partner in 2012 there was 1 time I saw a partner decaf someone because he was being extremely rude to his girlfriend/wife… But ever since then I have seen so many examples of a lack of professionalism inside Starbucks it was hard to go anymore. I’ve watched baristas let drinks pile up and be on their phone, I’ve had them make drinks wrong and when I explain the error they very visibly don’t want to fix it and have been just plain rude in general.
- This is not a wide spread issue. As a Store manager I would never tolerate this type of behaviors in my store. And for partners that do these dreadful thing I must ask 1. Where did the mission statement get lost in your stores? 2. When did we stop treating the fellow man with respect?
- As an SM I have never seen it to the extent being talked about here. We all have rough days or days when a customer gets under our skin, unfortunately. But it is our job and our HONOR as partners of this wonderful company to always keep the mission statement alive in our stores
- I think a big piece of this comes from changes in training. There is no pride anymore. None. There is no mention of the third place in training. Half the store managers don’t understand the training process. It’s a hot mess.
- I think the poor treatment of customers is pretty rare. That being said, if you want a saint to make your latte pay them a living wage
- From an old retail manager, #1 thing it takes to be a good manager…………THE CUSTOMER IS ALWAYS RIGHT, PERIOD!
- Starbucks should have this conversation. But it needs to happen at the store/individual level to have any effect.
I just wish there was more of discussion about how customers should behave. Some of them have been simply awful. While a barista should never stoop to such tricks, I know that the human capacity for patience and forgiveness can easily be tested. - The baristas in my town are always kind, prompt and smiling. Rarely ever make mistakes and bend over backwards if they do. Rah Cedar Rapids, Iowa Starbucks employees!
- Yes I think it I something that needs to be addressed. But as mentioned above it has to happen at a store level. As a manager I look to hire baristas with high integrity, character and leadership.
- think the fact of the matter is that just like how there are different types of customers, all with their different expectations of what perfect service is, we too, as partners, have different expectations of what we would like our customers to do, or how we would like them to treat us. People have to remember that we aren’t in starbucks for 3 or 4 minutes. We’re there 40 hours a week, and we see it all. Sometimes cabin fever gets the better of us, and because we are that third place, we have so much at our disposal to either make or break the experience of the customer that is beyond what we expect or hope from them (either way). Is it something that Seattle can change? Nope. Is it a worthwhile conversation? Hell yeah!
- I don’t share what store I’m at now because I’m embarrassed. When friends ask what store, I don’t tell them. It may not be as widespread – but it’s happening more and more. This needs to get nipped now before it honestly DOES become widespread.
- There will always be partners that shouldn’t work for the company and provide less than bad customer service. It is really up to the amazing partners within any store to work through these types of issues and use the correct means and resources to weed these types of partners out. It’s so important for any store to have good communication and support – not only from the store manager but also from the district managers and HR. I still believe that we overwhelmingly have amazing partners in this company
I deleted my Facebook post because I don’t want to identify current partners.
My own two cents is that any of these things might help the situation:
- Better pay for partners so they feel like they’re rewarded for delivering gold-standard customer service.
- Improve means for feedback: Nobody seems to care about those “Share Your Thoughts” pamphlets. Even here in the core of downtown Seattle, I’ve seen stores where I’ve walked in, picked one up and looked at the DM’s name on it and thought, “That DM hasn’t been in Seattle for years…” And in so many Starbucks, those pamphlets are completely absent and/or the contact information on the backside is not filled out.
- Have the store manager’s business card at the beverage pick up area or somewhere inside the store to welcome feedback.
- Offer better training for partners: I know a ten-year partner who told me that his barista training meant him going off-site for a week to a barista training center. And reinforce all the green apron behaviors during training.
- Hire great people (as Starbucks so often does).
I want to make it absolutely clear that by me posting this article I’m not for a minute saying that this is a wide-spread problem – but maybe it does need to be nipped in the bud. And I acknowledge that there are plenty of difficult customers too. But I think everything cuts both ways. There are difficult customers. There are difficult partners. People are people.
I will strictly enforce the comment policy: please do not devolve into attacks, foul language, and such.
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We go to Starbucks in Lakewood ,Ny. Service has always been wonderful. We get waited on right away. If not busy. Never wait long. Everyone is so nice and friendly. Our drinks are always delicious!!
As an SM and long-term partner, I would have to agree with this happening at a store level and not at a company level. I would never tolerate this in my store. Sure, partners have rough days and rough interactions with customers. I train and encourage my partners to give customers the benefit of the doubt; chances are they have something going on in their life that has nothing to do with us. In fact, we have the opportunity to turn their day around with a genuine smile.
Sure, they don’t talk about the “third place” in training anymore, and maybe they should bring that back. The current training has much more customer service training in it than older training. My partners come off training much better equipped to answer questions and to ask the right ones.
Store managers need to stay closer to their partners and to their customers. If a customer has an issue, they’ll talk to the SM if they have a strong presence. The only thing Seattle could do is change Customer Voice surveys back to how they were to encourage responses. I run a high volume store and 8 responses a month is NOT a good representative of the 6700 customers I see a week.
Bad partners stem from a bad SM. It’s all about engagement. Caring about your store, your customers, your partners.
Bad partners stem from a bad SM.
That’s not always true, you should try and avoid such sweeping generalizations.
Melody, I’ve been a reader of your blog for a couple of years now and a Starbucks loyal customer/addict for over 4 years. I have noticed a decrease in customer service level and bad attitudes toward work at Starbucks locations the past year. I thought maybe I was just over sensitive but I guess I am not. I do agree that better pay & training should solve the problem. Hope they get it together. I miss the quality service I used to receive.
Here’s my thoughts, Melody…
I am a “baby” Barista as they are called. Yes, only 9 months under my belt. 75% of that time has been spent behind a register, because that’s my strength. I come from the old school of “kill ’em with kindness”… really. Listen, listen, listen to what people are saying. React to needs and shoot for the stars regarding a customer service “rating”. With that said, the term “baby” Barista bugs me. I’m learning, I’m growing, I’m slow… hence the baby reference… maybe. 🙂
We’ve become a society of too much convenience. Computers, i-gadgets, Samsung gadgets… gadgets, gadgets, gadgets… Fast food, texting, everyone walking around with their heads down. If my children have their devices in hand, and they walk around in public with their heads down stuck in that world, I take the device for a period of time. “Make eye contact,” I say to them. “Say hello. Open doors for people. Smile.”
My previous store manager said to me once, “Lisa, you know skills I have no idea how to teach. You have a way with the customers, and I wish I knew how to teach that.” What a huge compliment. I think to some degree it speaks of the times we are in. Now… before I get slammed for saying all young people are rude and don’t know how to give good customer service and that I’m some mega superstar customer service freak… wait. I didn’t say that. And as others have said this goes both ways. Customer service might be lacking, but kindness from the customer is lacking, too. I had a customer just this last week order a Venti Dark Roast. She then asked for “milk and 2 honeys” in the coffee. I said, “Would you like me to put those in for you, or would you like to do it?” Literally, she shouted back at me, “YOU DO IT!” No kindness. No smile. Nothing but a barked command. She was middle-aged.
Our world is not what it once was. It’s sad, really.
With all that said, I’ll say this. I adore my job at Starbucks. I’m an older female, way past my prime, working in a world of oftentimes much younger people. I’m sure they get annoyed with me… 60-90 seconds to prepare a beverage… hot one that is. I can blaze through an iced tea or Refresher. 🙂 But I can promise you this… it’s made with love and care and perfect foam. and I smile even when they scowl at me because I’m slow. I love my fellow partners… all of them. I think it’s great to work in this Starbucks world. Wish I had done it 25 years ago instead of starting my “customer” career at that time. I can tell you over the past 25 years, things have changed… in all areas of customer service. We’re all a number… “press this”… “press that”… I am almost startled when a live person answers the phone.
I suppose my number one “worry” with all this hype lately about customer service downfalls is this… We also seem to be a society of easy persuasion… What if all this becomes a trend? You know, it becomes “cool” to mistreat the customer… or the Barista. I don’t think it’s too far fetched. How sad would that be?
I do think this is a topic to be discussed. I also think it’s something Starbucks should look at seriously. Is it going to overnight change the “flow” of Starbucks? No. Could it have some effect? Sure. Quite frankly, I’m proud to put on my green apron and say I work for “the Bux”…and I hope that never changes.
Great comment and what a GREAT attitude you have! Wish you were at my local Starbucks!
First of all, if I saw one of my partners standing behind the bar on their phone while drinks piled up(2), it would take some serious self control not to fire them on the spot.
I’ve seen mediocre to poor service at some stores. Have I seen people “decaffed”? Yeah. Is that a widespread practice? It sure doesn’t seem like it. We should be hiring partners with integrity, and fostering pride in them. I think mediocre to poor customer service is just one of a number of symptoms that arise when store managers, district managers, and the company fail to instill that pride in our partners. I’m glad to see the conversations happening right now at the senior leadership level: I think we’re going to see shifts in the partner experience that lead to increased partner pride, and I think that will go farther than corrective action ever could to improve customer service.
Looking forward to rich discussion here and on facebook about customer service’s current state from the perspectives of others!
As an avid Starbucks patron, I find the free standing Starbucks to be wonderful 99% of my experiences. I do agree though that a better wage is imperative to good service. That being said, the Starbucks that are housed in Kroger & Target are lacking more often than not 🙁 I’m not quite sure why this is, but I’ve had so many lackluster encounters that I will often go out of my way to get to avoid going to one of these Starbucks.
The reason why your experience at those stores differs from what you experience at a free standing store is that those stores are License Partner stores. Their employees are NOT Starbucks partners, and the level of training they receive is far less than what corporate employees get. Licensing is just what it sounds like: Starbucks sold its name and its products, but the stores are not under corporate management.
I don’t like the motto “the customer is always right.” It’s a good mentality to have and of course if you can make it right, then deliver! But, no, the customer is not always right. There should be a new phrase to take it’s place which would still establish that no matter what the customer’s expectation is of your service, you aim to exceed it everytime.
Regarding the article: If a person has ever gone into a Starbucks, they know why the barista is asking their name. If they say it fast or in a way that the barista can’t understand you, I kind of think you deserve to get it written down wrong. I have a friend named Meredith who goes to the same Starbucks at least once a day, they know her by now and have fun misspelling her name. She knows it’s on purpose and gets a kick out of it.
That barista contradicted herself in that Cosmo article. She first says she’ll give customers asking for decaf regular espresso shots if they are pushy, but then says she wouldn’t want to spit in someone’s drink because she doesn’t “want to intentionally hurt anyone in any way”. What if those pushy decaf customers are pushy because they absolutely cannot have decaf? It could be a health reason they can’t have it. And they could be pushy about it because they’ve gotten it wrong before. Then again, if someone has a health reason to need decaf shots you would think they would make the reason clear. At least I would.
For Melody’s article: I used to go to a specific Starbucks at least 4 days a week, order a drink (usually an iced coffee and I’d get refills, but I also got something to eat at least once a week) and then sit in the lobby with my laptop for a long period of time. I mean like 6+ hours long. I had wifi at home, but no air conditioning and I live in California, and I could barely breath at home with the heat so Starbucks was my sanctuary. All that was to say I saw a lot going on. For the Starbucks I went to, I very rarely saw anything I’d consider bad customer service. Maybe a barista answered a customer a bit snippy once or twice, but me being there so much I knew that was just how that barista was, but for a non-regular customer they wouldn’t know. 99.9% of the time they were wonderful and I always said it was like being at a comedy show because when the conversations they held cracked me up. Once it was 3 guys working and for 4 hours they spoke to each other in nothing but quotes from the Lord of the Rings movies.
On the other side of things I have seen way more rude customers. Customers who are not happy their 4 Venti Frappuccino drink order is not ready in 30 seconds. The customer who is not happy their drink is not ready right away, even though it’s a simple drink, because there were 3 customers ahead of them consisting of not so simple drinks. I felt so bad for them during the Frappuccino Happy Hours when it was non-stop customers for those few hours. I would always make sure to get there and order my drink before the start of Happy Hour and wait until after it was over to get a refill. Even though I was just getting iced coffee, I didn’t want to add that onto all the craziness they were already doing. Plus I didn’t want to wait in a line of 10 people for iced coffee. lol
I think it comes to a mix of training, baristas just not having common sense that you don’t treat customers certain ways, and rude customers that equal some of the stuff that happens. I agree with having business cards at the pick-up area (or at least something with the manager’s name and number on it).
I think this is an issue that needs to be addressed, but should be addressed at the store level and not nationally. The issue is often the culture of certain stores, which can be swayed heavily by the store manager and shift supervisors. I’ve seen great stores that are pleasant to visit, and I’ve seen others that I prefer not to visit. I’ve also seen crummy stores that have turned around due to a change in store manager. Unfortunately, I’ve also seen good stores go downhill after a good manager was replaced with a bad manager.
I don’t think these issues are at every store, but store managers need to pay attention to their employees to know what’s happening in their store. They also need to listen to customer comments and shift supervisors to know what happens when they’re not in the store to supervise directly.
I still think that Starbucks is a customer service leader but mostly because other places have become really bad. I also think it is a little harder for Starbucks to hire the “best people” because there is an over saturation of Starbucks in some areas. This leads to managers sometimes hiring people that may not be the best when it comes to customer service. As a barista I give a customer what they pay for and never less: meaning that even if you are unreasonable to me I will still make you the quality beverage you paid for. The problem is that some baristas think customers feel entitled and they don’t like it, and somehow the barista thinks they are entitled to do whatever they want…THIS IS NOT WHAT THIS COMPANY WAS BUILT UPON! Melody I think this a conversation we need to be having, and Starbucks should be having, so that we can continue to do what works, and stop doing what isn’t.
well said
I had my first Starbucks in 1979 at the original store. My wife and used to weekend Seattle frequently so we became “out-of-town regulars” at several Starbucks. The service and quality of product we received at that time is the benchmark I hold Starbucks to to this day. To say that today’s customer service does not measure up is an understatement. If 1979 was a 10, then today is barely holding on to a 2. Even in Seattle I would only give a 5. When I go into a new Starbucks I seldom feel that I am welcome and our beverages usually have to be remade.
I am a trained observer and evaluator so I could write a book for Starbucks.
I am going to have to cogitate on a succinct comment.
However Melody, I must take issue with your first two-cents: “Better pay for partners so they feel like they’re rewarded for delivering gold-standard customer service.”
There is some validity to the point but it is too general. Starbucks starting wage and benefits is very good, but better pay and benefits should only come once they are shown that they are deserved. So here we have two problems. First is the attitude “pay me then I’ll perform”, that does not happen folks. Second is that Starbucks is not properly evaluating employees and then compensating them accordingly.
Hi Melody. I’m right there with @Sam. A new breed of Customers and New Hires I think is the problem. Yes, training has changed since I was hired in 2000. Most of it is digital now and not as group motivated as it was for me in 2000. It was also before Drive-Thrus which forced us to change training a bit. So that “Third Place” (where is that in a drive-thru window) and “Just Say Yes” culture is really hazy and vague now (as I’ve said on here before). We used to have Barista Orientation back-in-the-day when big groups of new hires would come learn about the History of Starbucks, have a group coffee tasting (group tastings rarely happen, most stores are too busy), Learn why we are the 3rd Place, how to Just Say Yes and Surprise and Delight your customers. Some of my regulars customers of 14 years have noticed that the customer profile has changed A LOT. They’d know best because they have to stand in line behind these “newer” Gold Customers (the ones that flash the card at you and expect to get a refill with out a swipe). These newer customers are more accustom other fast food chains and fast food customer service (McDonald’s takes names now). Some don’t even realize we opened in the 70’s. Put them together with new DM’s, Managers and Baristas hired from other type of customer service models and there’s problem. Bring back ORIENTATION! Why else would you have so many people being directed to your blog about a refill question. It also doesn’t help that some goof-ball comedian put a video on YouTube saying we do stuff like this on purpose “Just to (mess) with you.
I really have a lot to say about this but am at a loss for words. I’ll give it up to pregnancy brain. One thing I can say is it’s not all stores. I’ve now been at three different stores and two out of three of them offer amazing customer service. My home store where I spent the bulk of my 5 years with the company so far leaves a lot to be desired. I almost feel like there needs to be a “come to Jesus” meeting with that entire store. Partners are becoming more lazy with their approach. It’s not all their fault tho. It starts with the management. When you have managers who do not understand recognition tools and the mission statement you end up with partners who do not understand them and do not understand the core of the company. All in all, despite the issue not being fully company wide, I feel like the only way to solve it will be how it was solved in the past. Close the stores. Get everyone together. Make it about the group etc. together we can save this company! together we can remind everyone it’s not just about the numbers. It’s the heart and soul that create the atmosphere we want to deliver.
I hate to reiterate, but sometimes repetition makes a point 🙂
I’m a two-year partner; I’ve worked about a year in a city in the East Coast area after transferring from my original store in the Midwest. I’ve seen an ENORMOUS range of service from partners (both old and new) and I’ve also seen a broad range of customer behavior.
I think that the concept of “don’t let anyone treat you poorly” has become very, very ingrained in our culture over the past couple decades. Unfortunately, this is simply not a good attitude to have in customer service. I just got home from a 9 hour shift…. in the course of that shift, someone called me a two-letter phrase that is highly censorable, another called me a liar when his card wouldn’t swipe, another got angry that I couldn’t make a trenta pumpkin spice latte, another asked me to re-make her drink six times, and finally decided that she just wanted something else. I understand that remaining cheery and friendly and helpful is part of my job, but I also have seen many comments online about baristas along the lines of “you literally have one job, how can you mess that up?” “Seriously, if you can’t find a real job, quit making things hard for people who are actually successful” and similarly condescending things. I don’t know if there’s a way to build a two-way conversation, but I think it would be awesome to find some means of people seeing people on the other side of the counter… in both directions.
That said, I love my job… it’s only a weekend/evening job, as I have a “career” type job on weekdays, but I stay anyway because I love the partners, the customers, the company, and the coffee.
Hearing stories about baristas purposely messing up drinks really freaks me out. I’m severely lactose intolerant, so it’s extremely important that when I order my coffee with soy and no whip that it be made that way. If a mistake is made I always give the benefit of the doubt, but if it’s becoming cool and trendy to mess with customers’ drinks then it needs to stop before it becomes an issue with customers’ dietary restrictions. Managers need resources to be able to train partners on how to express their frustration with irritating customers besides messing with their drinks.
I feel like this is a very two way street. I’ve been to good and bad stores but I’ve also seen good and bad customers.
I see a lot of comments about how it should be “the customer is always right!” But then I think about all the customers who freak out or call corporate to complain because they were charged for their 2 pumps of syrup. Most of my angry customers are people who, quite frankly, come off as spoiled.
I teach my team to bend over backwards to deliver legendary customer service only to have someone call corporate because of something beyond our control.
I shudder to think how they would try to fix this. An email? 1 hour of training? We all know more labor to be able to connect with customers would help much more then a 1 hour meeting that will be meaningless in 6 months.
Also, just to throw this out there, I find new partners and old partners can be great or terrible. Tenure has nothing to do with it.
On the topic of pay, it isn’t awful but most Starbucks start a little over minimum wage so I wouldn’t call it good by any stretch.
The Panera down the street starts 16 year olds with no food service experience at a rate 40 cents higher than the DM will authorize for baristas at our MallBux. You just can’t compete with that, ever. If you want good staff, you have to be willing to pay for it.
This comment maybe a little off but at the same time it ties in with it. I think most if not all of what is in this post is great and should have been called out years ago. I myself have witnessed a few things that have been mentioned. I also think that as an employee of SBUX (almost10years) I visit locations all over Seattle and to be honest I’ve seen a good amount of partners from the SSC that are right down rude and they even make it known they work for the company. It saddens me to see that the issue is not just at the store level but also within the headquarters of Starbucks. When they say they are partners and proceed to ridicule and belittle baristas it shows that it is ok to be like this in the company. The issue of customer service is not just within the stores but also within the SSC they are the face of the company just as much as the baristas. I bring this up because most never would even think about the headquarters and how they treat others outside the walls of the SSC. With the new pay increase thats suppose to take place in the state of Washington some time, what makes people think that is going to change the way costumer service is from now to then? Over all costumer service as a whole as gone down hill in most all sectors of the business world. Just because you have better pay does not mean the level of customer service is going to be any better. It could make it worse off because of less staffing to compensate for all the pay increases. For example I went into one of the Starbucks today on 3rd and there was only two partners working with a line up to the door and 5+ drinks deep paying this partner more would be nice but in the long run that makes it the expectation/standard and with that knowledge of they can make it work now with less they as in the company may see this as a “we will just keep it that way” making it a little unfair and may add added stress even with a pay increase. Because we all know every company would like to be LEAN and do more with less!
Great topic Melody. As a 5 year partner who worked their way up from barista to SM, I have witnessed many of these things from both sides of the counter. However, from my point of view it is not so much a Starbucks/coffee industry training problem as it is a reflection of our current society and culture. Honestly, some people have no filter these days and no longer have any respect for one another. Occasionally, it is a training issue… I cringe when I hear my partners “argue” with a customer. It is already in our current training and up to each SM to reinforce the “just say yes” attitude. We are trained never to place blame and always focus on what we can do to help. However, when a customer fails to treat a partner like a human being with feelings it is no longer a training issue. We live in a society where people no longer value manners and respect. Where is seems okay to treat another person poorly just because you’re having a bad day. Of course this is not the case for everyone but we can spend days giving examples of customer vs. barista who was rude to who. I feel horrible when I have to recover a situation with a customer after I’ve witness them act like a complete child. It pains me a little to have to “reward” such behavior because I represent a brand and a large company. Right and wrong seems very black and white to me but I see situations regularly with partners and customers alike that make it very clear not everyone can tell the difference. Either way, I think those are great tips as far as getting a handle on the customer service within a store… Although, unfortunately I don’t control their pay rate. It really is up to each SM/DM to keep tabs on their partners to uphold, reinforce, and keep one another accountable.
If you want to see a friendly, well run store, check out the store right outside Disneyland. It’s clear labor is not a concern there as they have twice as many partners on and available then most stores. I assume they get a pass as a highly visible store – but it shows how having the right amount of labor leads to a better experience.
I’m on my phone. This might be sloppy & not long enough. I dislike the “us” & “them” conversations that sometimes happen. ( not saying I see it here) Maybe there are more extremes in people generally. And this can be reflected on both sides of the counter. But customer service isn’t a scale with an arbitrary tipping point, where anyone gets to mess with a drink. And I rarely ever see a reason to have an argument with a customer. More labor would help defuse store stresses. Better training. And maybe frequently rotating partners so their not stuck on register? And I’ve heard stories of partners being nasty to other partners too. I’ll stand by my call that they should earn more. Wonderful partners often tell me they’re leaving because they can’t make it on a barista wage. Maybe paying more will attract better candidates. Don’t know. In any case, great discussion here.
@CJ lol… ya the Disney store has like, 6 blenders, 2 Clovers and seriously 1 Partner per Customer. I think it’s like 56 partners. They have to be “showroom ready” at all times
I haven’t noticed a trend, but I don’t go as often as I used to. Since my local starbucks has a drive through I often use that as well. What I have noticed is partners who don’t seem to know much about the drinks, the coffees or the food. It’s very frustrating. I also found that many of them don’t know how to use the ap. When I first started to use it or any time I have a problem they seem to have no clue. I have been to the Super busy Downtown Disney Starbucks & I was extremely disappointed in their service. When I spoke to a manager he was unsympathetic & basically said that the way corp wants & that’s what it is. I worked at Starbucks as an Assistant for a short time about ten years ago & never saw partners do anything with the drinks intentionally. I have run in to more who are busy & don’t pay attention or just don’t care & the long time Know it all partners are the worst because they just argue with you or tell you you’re wrong. I also find that if I ask several people the same question I get several different answers.
There are interesting comments here for sure. I have to admit that customer service does indeed vary from store to store and region to region. I am sort of beginning to feel that the attitude of the DM and SM do have an effect on the partners. Lately, I see partners just rolling along and not giving the customer service they once did. And I see a downward trend towards having stores look pristine. Not everywhere but I do see it.
Turn over rates effect a lot of this issue. My current store has no one left from the original opening crew from less than two years ago out of a staff of 15. Training is not what it used to be, now it it is sink or swim. I will say however it is hard to muster a smile when a customer throws a sausage patty at you through the window or calls you every name in the book because you don’t know a “secret menu” item.
@ScottMcG Exactly, Those are the customers that are all grown up now . The were 8 thru 12 when I started (now 24 thru 28) They are intentionally rude. Also they’re parents now too. And Just like their Parents would bring them in years ago and when their child orders the off “secret menu” and we look to the Mom or Dad to help with the child’s order recipe…..it’s NEVER a Legendary Experience to say the least.
Pay us baristas a livable wage and then talk to us about your expectations.
I wholeheartedly agree with cj.
The downtown disney store is just about my all time favorite. Super friendly, well run store just outside the happiest place on earth, Disneyland. An exceptional experience no matter how busy, which is always. I still love my hometown montrose location on honolulu the best, but disney is definitely 1A.
Peter I am upset to read your comment. Putting aside the issue of good wage, I am sorry to read that you feel getting that good wage is the only way you will respond in a positive manner to a customer. Am I misunderstanding your comment? I wonder how your views affect your coworkers?
@Peter – I get that wages are an issue. I don’t know what it’s like in other cities, but here in Seattle, $10/hour just doesn’t go very far. I know partners who share 1 bedrooms who aren’t in a relationship with each other. If your 1 bedroom is $1200/month, then maybe paying $600 in rent is more reasonable.
Having said that, I was kind of raised with the attitude that you always work hard and work and perform at the level of the pay that you hope to make in the future, and not what you’re being paid right now. Never give less than 100% and have pride in your work. I’m sure you and many partners believe in that too, but it doesn’t shine through in the comment you left.
Regarding the comment about the store manager leaving their business cards at a convenient point in the store – in North East Scotland stores the contact email and mobile phone number of the district manager is posted on notice boards promoting customers to contact them with feedback; however, I’ve not seen it anywhere else at all in any of the Starbucks stores around Great Britain outside this area.
I won’t defend poor behavior, but I think a lot of long time partners have been faced with huge changes in the last couple years (LaBoulange, GLS, Playbook) and if they don’t have great managers to back them and help them when times get tough it’s easy to slip down that path of bitterness.
As for the store I’m at I don’t see those things happening. We make decaf jokes occasionally but I’ve never actually seen anyone do it and I’d likely call them out if I did. There are always going to be bad customers and all around bad days, but this job is far above any other service job I’ve held in the caliber of customers I deal with, I would never do anything to put it on the line.
“I think the poor treatment of customers is pretty rare. That being said, if you want a saint to make your latte pay them a living wage”
I’ve never worked for Starbucks, but I’ve worked for what is a big comptetitor of their’s in New Zealand, and I can relate. Our bosses would want us to be perfectly smiling angels, meanwhile we were all broke as hell, and suffering in crappy working conditions, dealing with customers who could be very unpleasant.
It’s interesting to me that partners feel the need to go outside the company to the media to get their concerns heard over things like customer service and scheduling.
For as open and transparent as the company claims (I’m a partner of 9 years ) there is a definite undercurrent of fear, no one wants to point out the bad ideas or call attention to the mistakes- all the things that caused the company to stumble way back still exist.
For all the talk about being a “people company that serves coffee” the incentives and discussions are always rooted around the tangibles…sales numbers. Field leaders dont talk about leadership or inspiration, they talk about numbers, goals, targets, etc.
The company gives on one hand (ASU, Free Degree!) and takes on the other – that same week labor hours at all US stores were cut by 10 to 15 hours a week, making it harder for part timers to qualify for this amazing benefit. The barista’s willing to settle for minimum wage are the same crowd that are usually quite surley/unhappy at the local arched burger place.
Problem being, when you chase numbers without the tools to attract, retain, reward the acheivers, you have to settle for warm bodies that could care less.
I love many things about Starbucks, but for all it’s self talk about “the world looking to us to lead” it’s still becoming less of a “Romance” and more of a “Fast Food transaction” at every level.
Having been a partner since 2007, I’ve seen big changes in the way partners perceive their work, and the way customers perceive partners.
As to those who have commented that there needs to be a reeducation in customer service, may I share that two years ago that was an initiative Starbucks undertook to address issues like eye contact, taking names, and not giving preferential treatment to regulars. Yes, making eye contact was something that had to be spelled out as essential! It was discouraging and insulting to those who have been doing this a long time. Given the comment stream here, it doesn’t seem to have helped.
I think the issue is that Starbucks has drifted from its moorings, no longer elevating the partner by orientation into the barista brotherhood. There is no talk of the fact that we DEFINED what an excellent customer experience is, that we educated many on what good coffee is, and that we engage customers differently than any other fast food establishment.
The speed and accuracy focus, the shift from cafe stores to drive-thru’s, and the expectation that a partner can do more and more each shift leaves little doubt that the company has heard the cry of the customer and responded to it. Customers want it fast and they want it without getting out of the car. The vast majority if our current customer base knows nothing of the glory days of Starbucks–especially the third place.
I don’t know what can be done to reestablish this as a hallmark, given that those customers who value an exchange with a barista are a minority. I wish corporate would engage baristas on this subject and inquire what we think would change the game. Unfortunately, I think some of it can’t be taught. You either value serving people or you don’t.
No matter how the customer – partner shift happens, there isn’t a point where there’s a tipping point that retaliation is okay.
I hope to see the SSC really engage this conversation: @Jenn in GA – I have to think of the Bob Not Bob video when you mention not giving regulars preferential treatment. I now cringe each and every time a partner calls my name out loud when I’m nowhere near the register. I know the partner is trying to be friendly, but I think of Bob Not Bob.
Also I will say that speed of service sort of causing a lot of the interactions to be a lot more abrupt and rude than intended. I kinda see both “sides” of it. The customer at the register is curt, and short with words. They can sense that they’re being rushed. 30 seconds isn’t time to really “connect.” He or she CAN easily come off as rude when you’re just trying to hurry through the line. Subconsciously, I think even tone of voice changes – a great sense of urgency and that sounds of being pressured does not make for connection. Once in a while, I’ve seen baristas interpret situations as “rude” when the fact is under different and more relaxed circumstances, things would be great.
I get that Starbucks wants to maintain high transaction volume at the register but it can be damaging to both sides.
And still when all is said and done, retaliation should never happen. You’re lowering yourself to level of the perceived offense, if not lower. And maybe it’s true – Maybe this can’t be taught. You value serving people or not, as Jenn mentioned.
I agree 100% with what you wrote @DadCooks.
The way I see it, all this talk about “romance” and “third place” is just a story Howard tells to make people “feel” a certain way about Starbucks. It adds value (or in legalese “good will”) to the brand.
Back when @DadCooks first discovered Starbucks, they had not gone public. I discovered them in 1992 just before they went public. Howard called these days the halcyon days. But a lot has changed.
I don’t mean to say Starbucks is all bad, but these days it really is just a large fast food restaurant trying to compete in a tough global economy. It’s a good thing they make good coffee.
To be sure they are better than a lot of corporations, but at the end of the day, it’s the stock that matters most.
Starbucks is in the publicly held corporation business serving shareholders. Any talk about being in the people business is just part of the story.
Holy smokes, there are a ton of comments on this! My own personal view, as a Store Manager, a big chunk of the responsibility comes down to me in terms of who I hire and my consistency in coaching. However, I will say that something that would significant aid me in my hiring is better pay for my baristas, because a part of what I believe gives partners real pride is knowing that they are being paid well. In the past, I remember always hearing about how Starbucks was a highly desired job in customer service, because they paid more than their competitors, but now in British Columbia, we only offer minimum wage plus benefits. It is more difficult to retain the quality talent that I have been able to hire; there have been more than a few occasions that I’ve had to follow up on individuals literally coming into my store and attempting to scoop up my partners and offer them a job since their customer service is strong and friendly.
Secondly, a higher wage would go a long way in attracting and retaining more mature talent. Most of the applicants that I see coming in are for students, and while we have traditionally been a student heavy employer, there used to always be several core partners who were tenured, long-term and mature partners. These have been so much harder to retain when their wages really aren’t competitive with other jobs in the market. Many other companies have also begun to offer benefits to entry-level employees, and in Canada, the perk of health benefits is not as attractive due to universal health care.
It is so difficult seeing our best baristas being stolen by other industries and businesses. =(
Sometimes when I’m bored, I go over to ihatesbux.com and read the forum comments about how baristas treat the “disgustomers.” It’s always given me a good laugh and made me appreciate baristas and their jobs a bit more. Of course, it also has made me paranoid and scared that they might decaf me for some stupid slight but overall, I think it’s made me a better person.
It’s simple really: don’t be rude to people preparing your food. Be it barista, server, etc. , customers can be pure assholes. I will try to kill you with kindness but, if you’re that much of a jerk, I will also not allow myself to be stomped on. We are trained to treat fellow partners and everyone else with dignity and respect, customers should do the same. Take care of your barista, and we will take care of you.
@Liam – In theory, I 110% agree with you. I really do. Don’t be rude. In practice, here’s the problem 1) What’s “rude” is actually kind of subjective from person to person 2) there is no tipping point where because someone is “rude” they deserve a screwed around beverage or a bad experience 3) Starbucks as a business needs all their customers – even the rude ones. There’s no way to cherry pick your customers. It’s a publicly traded corporation and they really need all their customers to continue business growth 4) Tons of honest misunderstanding gets interpreted as rude, from both sides of the counter 5) You may catch someone having a bad day, and they’re not rude (still subjective) the next. 6) Customers SHOULD do that same – but again you have zero control over customers, only yourself. No barista should have their ego get in the way of the Starbucks Experience.
And yes, this is all very, very, very hard. But even if someone doesnt “take care of your barista” if they’re opening their wallets and spending money, they deserve your very best.
I am of the school of thought that it always begins with the people. As someone who has experienced the company as a barista, SSV, ASM, and now SM, I do understand the daily challenges we face. Customers can be tough at times. People come to the register angry, insensitive, and on their phones. But that is the opportunity we have as partners to make our mark. It is more than our chance to make someone’s day; it is our obligation.
Imagine a lady comes into the store. She’s clearly rushed, talking on her phone and mouthing her order to you with eyes rolled into the back of her head. She goes to the bar, where she promptly sticks her head around and confirms that you gave her Decaf. Angrily, you pour 3 shots of regular espresso into her cup as vengeance and move onto the next one.
Now consider this: an hour before stopping by your store, while on the way from her divorce lawyer’s office, she discovered that her mother has been diagnosed with cancer. And her son is failing 2 of the college courses she worked so hard to pay for. She decided she needed coffee to brighten her day, but she came out to the car to discover someone had put a large dent in the door. When she got to your store, she was on the phone with her father, trying to convince him to come down to visit before Mom passes away. She hadn’t gotten through to his phone in weeks, and she wasn’t about to miss it this time. And on top of all that, she’s concerned about the Decaf because she’s caffeine-sensitive. Now how does vengeance feel?
Why, when faced with people we don’t understand or know, do some people resort to anger and insensitivity? When I hire partners, I look for someone who already lives the Green Apron Behaviors. I can teach you how to steam milk. I can definitely teach you how to hone your service skills. But I cannot teach basic human decency, respect, or dignity. Take pride in being a partner!
@Brandon: beautifully put! (as were many other comments)
simple answer to the topic (Does Sbux need to…..) the answer is yes.
When I was managing, I hired great partners. I choose people who held my attention during our interview and showed great enthusiasm for Starbucks mission and core values. I made sure their training was done off hours and with seasoned partners. We had many conversations on how they were the face of Starbucks and how they had the power to make or break someone’s day. I told them that if they felt someone needed a free coffee, just do. You never know when a simple gesture will turn a whole day around.
Now, our recovery coupons are locked away, we get holy hockey sticks if our wait times at drive thru are “too long” according to the arbitrary drive thru time determined by Starbucks, and our partners are thrown on the floor after minimal training with no assigned partners to train them. Customer service training doesn’t exist and frustration among partners is high. There is no loyalty to the company whatsoever. This has become just another job. We just had another new person who left on lunch and didn’t return. We are frustrating our customers because they see a high turnover rate.
Starbucks needs to rethink their training program entirely. There needs to be adequate training time allotted per partner and partner pairing like before. That’s where the teamwork begins. Do away with the drive thru timer. It only causes an unacceptable amount of stress. When people are working a full capacity it does no good to say that the times are too slow. I’ve had people take five minutes to order and another five just to finish a cell phone conversation and pay.
Our laser focus seems to have shifted from the customer and beverage quality to time , celebrity endorsed beverage, and slapdash training. It’s time to refocus.
@Valerie – Well said.
This is one of those hard conversations that Starbucks needs to take a serious look at. On Facebook, time and time again I see partner comments that customers SHOULD behave better.
There’s no doubt. I agree lots of customers need a lesson in good behavior.
But Starbucks needs their customers. And you can never make anyone do anything. Starbucks can’t make their customers behave in a certain way. And even though customers should behave better, baristas should not sort of ration out or scale the level of service they give based upon their perceived- rudeness of the customer. That doesn’t work as a good customer service model. There have to be best practices – and that comes with a complete dedication to solid training!