All right. I admit. Since I no longer have my own coffeehouse, I’m now a coffee whore. I patronize whatever-whichever coffeehouse happens to be closest to my hot little hands at any given moment. Seattle’s Best, Peet’s, independent coffeehouses, and, yes, even Starbucks. So, whatever, I drink around. A coffee slut with no deep foundational principles or steely moral core; that’s me. This, because I started to feel sorry for Starbucks since they now suck so bad and because I evidently thought my personal patronage would make ALL THE DIFFERENCE in their sucky bottom line.
But there are ongoing customer service problems I’ve encountered that go beyond their typical bitter brew. I’ve experienced these two issues at multiple Starbucks locations now, so it’s not a fluke or something unique to a particular location.
And I must address them.
(And Katie, I know you work at Starbucks — please don’t hate me.)
All right.
1) The way Starbucks handles the simple purchase of a cup of coffee is totally whack.
Here’s how they do it:
~ You order your cup of coffee.
~ They take your money.
~ They give you change.
~ (You leave a tip for, um, receiving nothing at this point.)
~ Again, they have your money, they have a generous tip, YOU have nothing yet.
~ So your end of the transaction is over — the cashier has moved on to the next customer, even, — but you must stand there off to the side, trying not to be in the way, while someone is back there, pouring your coffee. You hope.
No, Starbucks. NO. This is lame. It’s rude. It’s awkward for the customer. It creates a traffic jam. Not to mention it’s just flat-out inefficient. It happens EVERY time I go — in EVERY Starbucks I patronize. It’s like they’re told, “Get the money first and maybe the customer will just wander off and forget they ordered coffee.”
I understand, of course, that when you order a latte, a cappuccino, any other bar drink, you need to wait for it. But for a simple cup of coffee? No. NO.
Here’s the way to do it, Starbucks. The right way. Uhm, the way I did it, which — this cannot be overstressed — is THE RIGHT WAY:
~ Customer orders a cup of coffee: “I’ll have a small coffee.”
~ Cashier punches in the order and says, “That’s going to be $1.60” or whatever.
This next part is the key:
~ Cashier then steps away and actually gets the customer’s coffee for her.
~ This brief moment allows the customer time to dig around for the cash to pay for the coffee.
~ Cashier places freshly poured coffee in front of customer and repeats the amount due.
~ Customer pays, gets change, leaves a tip, and most importantly, her end of the transaction is over AND she has her coffee, simultaneously. Imagine that!
See that? That’s an even, simultaneous exchange. Coffee for money, money for coffee. No one stands like a poor lost soul in no man’s land waiting for her cup of coffee. No one gets the sense that you care more about her money than you do about her satisfaction. It’s beautiful is what it is.
Moving on.
2) The way Starbucks handles its paper coffee cups is whack. By that I mean, the way the barista grabs the cup into which they pour the coffee. (Yes, I notice even this tiny detail.)
Before I describe how they do it, I need you to picture your typical stack of paper coffee cups at your local coffeehouse. Picture it in your head right now. They’re stacked like a little paper pyramid, right? Stacked upside down, one on top of another. (Or they should be.) The bottom of the coffee cup is on the top of the stack, closest to the barista using it. You’ve got that in your head now, right? Okay.
So you’ve ordered a cup of coffee and here’s what Starbucks does:
~ Barista grabs a coffee cup
~ Barista grabs a cup sleeve
~ Barista puts the sleeve on the cup, most likely touching the lip of your cup — where your mouth will soon be going, pippa — with his hands, which, well, might be clean but might not be. And let’s not forget, there’s the dread swine flu. Now, personally, I’m not really a germaphobe, but some people are and coffeehouses need to take that into consideration. And anyone who puts milk, sugar, etc., into his coffee will do a “test-taste” after stirring and drink from the cup with the lid off. Right? You take the lid off to add stuff and then stir it and taste it before putting the lid back on. Right? Well, of course, right. I watched this every day. I mean, I secretly TIMED people at the condiment stand with my stopwatch, for Pete’s sake. I noticed things.
~ Barista pours coffee into the cup and then — ugh — grabs a lid, gets his hands all over it — where your mouth will soon be going, pippa — and, ta da, hands you your pristine cup of coffee. YUM. Drink up!
No, Starbucks. Again, NO.
Here’s the way you handle your cups. The right way. The way I did it.
Someone has ordered a cup of coffee.
~ You grab a cup sleeve, FIRST — key, key, key
~ You shape it into an O — just curl your fingers
~ You take that O of a cup sleeve and you slam it down on the bottom of the cup at the top of the pyramid
~ You take a finger from your free hand and place it on the cup pyramid — in the space between the top cup and the next cup in line — and use it as a little bit of leverage whilst you pull the top cup off the pyramid by the sleeve that you just placed on it. This whole action takes two seconds. It’s fast. It’s easy. And no customer will every say, “Did you just put your finger on/in my cup, the top of my cup, somewhere I don’t want it?” Because that does happen. People notice. Or, rather, certain people are prone to notice and make it an issue. So just de-issue it, okay? De-issue everything as much as possible on the front end of things. This method — the “O” coffee sleeve method — is so fast, so clean, really, I don’t understand why I don’t see it at every coffeehouse I ever go to, but I’ve only seen it in two places: The ol’ Beanhouse and later, my own coffeehouse.
~ The final step, the lid step — well, that just shouldn’t be happening, in my opinion. Lids should be at the condiment stand for customers to put on for themselves. I know putting lids on for the customers minimizes spills, but I never once had a customer complain about being able to handle their OWN lid. It gives them control and they don’t worry about any random barista cooties.
And, sometimes, pippa, I hate to tell you: there be cooties.
I can’t tell you how many times I’ve fought the urge to demonstrate the O Coffee Sleeve Trick to Starbucks employees. I mean, I have stood in Starbucks recently, like, oh, maybe today, literally telling myself, “Don’t do it, don’t do it, don’t do it.” A couple of weeks ago, I took a manager’s business card from the little cup on the counter vowing to “write him a helpful letter.”
I have not done that.
But I still have the card ….