Am I The Pretentious One?

Today multiple customers pushed my buttons, (although that is typical on any nine hour shift). Most of them had to do with acting like I was ripping them off because of our prices.

Do customers honestly think I randomly generate those prices on the menu? I can see wanting to talk about the economy and lightly joking that all your money goes to starbucks but that was not the case today.

Today it was as if I was begging people to spend their hard earned money on what they deemed was not even worth it.

***

"I cant believe you charge seven dollars for two cups of coffee that are not even that good"

well actually its seven dollars for sugary espresso concoctions. Which anyone can tell you milk costs a lot, thus milk + espresso is more expensive than a cup of coffee which will cost you 2.04 in DC.

And while I have not been to McDonalds lately, I am guessing ours is not much more than theirs.

"I just want a small cup of coffee, small... whatever YOU call it. small coffee and im not paying fivebucks for it... haha get it fivebucks starbucks?"

Im not stupid. I know tall means small. And really I love feeling patronized with the heightened emphasis on "whatever YOU call it." Please make me feel inferior before I help you, oh deserving customer.

***

Most of my interactions with the pretentious customers who made it seem like I am pretentious fell into one of the above two categories.

I wish I could say one of these things to them. But instead I bite my tongue and smile, why? my manager was watching, otherwise I was in a mood where I would have said "well you didnt get a cup of coffee you got a cup of sugar and milk" to the first customer. and "wow ive never heard that one before" to the second customer.

I swear my eye was twitching the entire shift.

***

Helpful pieces of advice....

1. retail employees do not make the prices. its just stupid to think so.
2. complaining about prices to retail employees does not solve anything. if you are pressed to have a meanful conversation, talk about the weather.
   
3. if you cant afford starbucks coffee then DONT buy it! or better yet MAKE IT AT HOME!!!

A lot of people may disagree with my opinions because well if we all had that attitude we probably would halve our customer base. But it is true! If you are trying to be frugal why would you spend 15$ a day getting the same venti white mocha three times a day? I cant feel sympathy for you when you do that!!!!

(mostly because when my mother told me she would not give me money for my starbucks addiction when I was fifteen I got a job at starbucks to pay for it. and now four years later, after monthly payments of college tuition, the cabel bill, and rent I still have enough money to set aside for my addiction).

xoxo
Val

p.s. readers, my grandmother may be reading this site very soon when she figures out how to "download" it onto her computer, so I am going to make an effort to curse less, as it offends her eyes.

a reason people quit

Well I am a certified learning coach... I have been for three years and I have lost count of how many partners I have trained since last year my store was the trainee mecca. Every new partner in the district came to my store to be trained by me.

Since the economy has put us in "a time of uncertainty" as Howard Shultz likes to say there have been no new hires really since well last summer. But today I oiled those rusty training gears and got back into coach mode to train a girl who goes to my school, majors in one of my minors and is the same age as me... only a few months older.

I am the youngest person in my store, as a side note. And yet I feel like I am the mother bear when it comes to certain things because well i'm the shift and ill be damned if i let anyone talk disrespectfully to my coworkers.

Today was N's first say on the bar. Lets call her N, for newbie (lame abbreviations, I know ill work on being clever). So after she finished the book work we started touring the bar. I showed her where we pour the beans, how to adjust the grind, how to taste the shots, how to calibrate the thermometers, how to empty the drawer with used espresso pucks, etc etc.

Just as the grand tour of where everything is... I was about to show her how to steam milk when a customer walked in and ordered a latte. perfect. so the milk wouldn't be wasted at least.

And this is what went down.

I = impatient bitch
N = newbie barista girl
V = val, in learning coach mode

***

So she has already placed her order at the register. mind you she did not wait in a line. so by starbucks standards i have 3 minutes to give her a drink. this drink will take one minute to make.

5 seconds to grab cup and mark
20 seconds to pull shot
20-30 seconds to steam milk
5 seconds to put on a lid and hand it off

now most of the time when the shot is pouring (we call it pulling), and steaming is done at the same time. so I can make this drink in 30-45 seconds actually. But it will take an extra 15, and you will see why.

V = ok N what is our first step?

N = I take the cup and mark it.

V = right and what is the marking

N = (5 second pause) L right?

V = yes but put that iced cup back and get a hot cup, if they dont say iced its automatically our default for hot. although in hot weather sometimes they forget. and sometimes we forget. *smiles*

(my style is to coach as someone who has been there, which all coaching styles should be, some coaches act like know it alls, like the girl who was supposed to coach me but didnt because she said i should know everything already since it was all covered in the book, those coaches should not be coaches since being behind the bar is a totally different experience than looking at a book with the answers in it)

N = ok and now I pull the shot

V = well first lets start steaming the milk.


THIS IS WHAT TOOK FIFTEEN SECONDS AND PISSED THAT IMPATIENT BITCH OFF.


V = ok we pour the milk up to here because that is 16oz for the grande cup. And this is how we steam, pull the lever down and this is how we aerate the mik (makes foam) ok now you hold the pitcher and aerate it a bit.

N = (goes around me to do that)

V = and now when we notice the thermometer is around 100 degrees i would press the button to pull the shot. and we press the double shot button because grandes get two.

N = Ok.. and...

I = (interrupting) how long is this going to take?

V = no longer than it usually does. Im just training her.

I = great so I am the guinnea pig

V = I assure you this will be one of the best lattes you have ever had ma'am N your barista here is doing an excellent job making some nice velvety foam to top your latte off with.

I = yes but she is taking a long time to steam the milk.

V = uh maam it takes the same amount of time to steam milk, it does not matter on the person.

I = whatever.

V = (turning to V) ok well now you are going to hold the foam back with this spoon and pour. and then put just a scoopful of foam on top.

N = (does that)

V = ok now call it out as a grande latte, thank the customer and say have a nice day.

N = (does that)

I = (rolls her eyes and takes her drink)


As she leaves the store explain to N

V = keep your expectations low with customers. assume they will never say have a nice day back to you, or smile, or anything actually. even if you try talking to them to strike up conversation. This way when you assume the worst, its actually uplifting to you when you have a genuine person come in here ask about our days as well after we ask about theirs. we do have customers like that.


***

I hope that lady noticed the sarcasm in my voice when I told N to thank her and tell her to have a nice day. because yes we are supposed to do that but if you are being bitchy you dont deserve that. Its not like I was gossiping with the new girl telling her about all the store drama. I was showing her how to make a latte as WE made the latte together.

And the audacity of that woman to say she is a guinnea pig? and make N feel inferior by suggesting she takes longer to steam milk or she is holding me back from making a better latte.

This is why some people quit after they have completed the book work, because they see how shitty customers can be. How they can make us feel inferior.

And I dont blame them, I would quit too, but the paycheck is nice as a shift supervisor, with the perks of free coffee.


xoxo val

To Refill or Not to Refill: Story One

This is the official starbucks refill policy:
Customer must have original cup/ personal cup. Drink must have been purchased within 60 minutes. AND the drink must have been consumed in store. This holds true for coffee, iced coffee, and iced teas.

Only not many people are aware of our refill policy because of the other starbucks.

Granted most of the time I dont argue with people because it is simply not worth it, and most customers I know are regulars come in like 4 or 5 times a day so whatever, want a refill I wont argue. Does this effect our sales? yes. But just say yes right?

I dont feel like saying yes all the time. This incident happened at work yesterday (surprisingly today was so pleasant I have NOTHING to gossip about).

So yesterday this man comes in with a cup asking for a refill. I am not on register, I am floating, helping grab pastries, double barring when there are too many drinks, and getting hot coffees and teas.

And this is what went down.

SC = soggy cup man
V = yours truly

Now let me explain what a "soggy cup" is. Our regular hot cups are able to be refilled like 3x before they start getting soggy, and a dark mark around the lining on the inside. So obviously I am guessing this man has abused the refill policy a few too many times, especially with his sense of entitlement tone.

***

V = hello how are you?

SC = Refill.

V = ok sir one refill coming right up, (but as i take the cup i feel the well... soggyness.) Um... sir... did you purchase this cup of coffee here today?

SC = no. *slams briefcase on counter* I got it at the other starbucks.

V = ok sir well i cant give you a refill on this then youre going to have to pay the full price and you can get a cup discount.

SC = but at the other starbucks....

V =*cuts him off... i know im rude but i didnt have time for this* sir this is a corporate policy, they were doing you a favor at the other starbucks.

SC = *looks like he might want to strangle me but doesnt* FINE, BUT GIVE ME A FRESH CUP NOW.

V = Yes sir!

***

Im soooo sick of people abusing this policy. Because it really adds up, just because someone may know you at the other starbucks and let you use your cup 10x to get refills for free with your registered starbucks card does not mean you can expect that at every store.

This is what I hate SO MUCH about the other starbucks. THEY RUIN CONSISTENCY!

Even though I dont follow the policy, because we have a lot of office people I let them know hey if you come back ill give you the refill on me even though you are supposed to be in the store.

Because hey I can be nice like that, but at least they know then THIS IS NOT WHAT I SHOULD EXPECT this is a TREAT.

***

I was talking about this encounter with another one of the shift managers at the store and she went on about how her second customer of the day (she is an opener, I am a closer) came in and demanded a refill and shes like dude... ive only been open 5 minutes and you were not here! and the guy gave her a hard time... BECAUSE OF THE OTHER STARBUCKS.

twelve hour shift tomorrow. Im sure an amazing story will come out of that!

xoxo
Val

Just Plain Stupid?

Ahh readers whilst on a cleaning frenzy at Starbucks I have encountered yet anther.... wtf? customer... and im not sure whether to say they are slow... or just plain stupid.

Like the girl yesterday who asked if ICED teas were cold... this woman asked me an equally stupid question as I was cleaning the walls by the condiment bar (because you know customers can make coffee splash as high as the ceiling when adding milk and sugar. Im not sure how but they do).

Anyways I had just brought out some fresh carafes of milk (you know those silver thermos things). Which said slow/stupid lady saw.

Mind you when I bring it out the screw tops on the top are well screwed on because I dont want milk everywhere, also whenever someone is cleaning the lobby they have to make sure they are securely closed because that preserves the temperature.

Milk above 41 degrees. Not yummy!

So as I put the carafes out this is what went down...

SS = Slow/stupid?

V = val, slightly high off the cleaning fumes

***

SS = (picks up the carafe I just put down and proceedes to try to pour milk into her iced coffee only she cant because well it is closed) Uh you put an empty one out here. (yes there was attitude and snark in her voice)

V = (using the kill with kindness voice, also the voice you use to talk to three year olds) Thats because you have to open it ma'am like it says on the top... see it says turn.

SS = WELL THEY SHOULD MAKE IT MORE VISIBLE. (storms out leaving a mess of 17 sugar packets... yes i counted them)

***

more visible... how is it not visible. it clearly says turn with an aarrow pointing left (you know just in case some people didnt learn "lefty loosy righty tighty")

Also... how can you think it is empty. Those full carafes easily weigh like.... I dont know whatever half a gallon weighs like.

Sigh... sorry readers but I think part of my brain leaked onto the floor as a result of the conversation.

I always knew this job would lead me to lower my IQ, not because its retail... but because of the customers that make you go WTF?!?!?!?!?!??!?!!?!?

xoxo
V

Drive Thru Etiquette

A year and a half ago I wrote an article for Associated Content Entitled:

Six Starbucks Drive-Thru Etiquette Tips

As you will see in the introduction I wrote this article days after quitting. (I came crawling back three weeks later, for the free caffeine and the customers and people I work with that I love).

My favorite part about this article is the REACTION. Sixteen people posted comments, most called me whiners. One said that by decafing someones drink I could cause a miscarriage. Not quite sure what med school he went to!

Just thought you guys might find this interesting as I gather my thoughts for my next post.