To Refill or Not to Refill: Story Two

Sorry darlings, it has been a while since I have posted. I just got over a nasty sinus infection and frankly spent most of my time high off pseudophedrine HCL. Boy that stuff makes you loopy.

A quick refill story.

This man comes in probably 5x a day with an iced venti cup and he wants an iced coffee refill with 30 pumps of classic syrup in it. He has a registered starbucks card, which means his refills are free.

Lately I have been thinking about the math. If he gets five free refills he is screwing my store out of approximately 15$ a day. 15 x 5 workdays a week = 75$ a week. = 300$ a month.

You get my point.

The refill policy explicitly states ONE refill. not unlimited refills.

and this is what went down.

RS = man with the ridiculously sweet iced coffee
V = me
R = register partner

***

V = hey R, when that guy asks for a refill tell him he can only get one refill a day, that is the policy, so he needs to pay full price. (i had already given him two since my shift started at 12pm, and who knows if that was yesterdays cup).

(few minutes pass as the line goes down, and sure enough he asks for a refill)

RS = refill, and (points to me) tell her to make it sweeter than she did last time.

V = (since I didnt like his tone I decided to step in) im sorry sir you will not get the refill price on this one, because you have already had two free ones today with your card and the policy is only one.

RS = but i come here every day

(his face was priceless, like DONT YOU KNOW WHO I AM? I COME HERE EVERYDAY... yes i know who you are... that does not mean you are exempt from policies)

V = I understand sir, and I have already given you two refills today, by not following the policy my store looses money.

RS = WELL FORGET IT THEN! (storms out)

***

well thank goodness. because now i didnt have to count 40 pumps of classic into his iced coffee. But I bet he complains. They always do... because policy? why do we bother following those?

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