Starbucks Informative - I WAS an employee - The decline of Starbucks
I recently left Starbucks after 3 years of employment. Starbucks used to be a great company to work for, but now with the changes, it's not so great. It's modern day slavery.
If you feel like you're waiting for your drink longer, and when you get it, it's not correct, well, you're probably not crazy! That's exactly what's happening.
We are instructed to be more "task focused" and less "customer focused".
What that means is, the stores are now short staffed to save money, but with the changes such as the breakfast sandwiches and the new (less tasty)frappuccino recipe (to compete with McDonalds new frappe)the employees are put in a posiotion to work faster and harder. We also have follow QASA standards (QASA is the Starbucks 'more elete' version of the health department)and their stardards of cleanliness are understandable, however, the time in which we are expected to tend to them are unrealistic. For example, before we hand a drink out, we have to wash the milk pitcher and wipe the steam wands. If we open a carton of soy milk or lemonade, we have to write the QASA standard expiration date immediately. We are instructed to tend to those things before tending to the customers' needs.
Back to being short staffed: yes, there usually is one person on the bar making drinks and we have to rely on the person at the register to properly mark the cup as well the customer knowing how to properly order their drink. This "simple" process becomes complicated when products and samples are being pushed on the customer who is ordering. So many times, the person on bar gets the incorrect cup marking due to the initial distractions at the register. That combined with a large volume of drinks with no help (as the people available to help are now making sandwiches) and abusive customers complaing that we're stupid and we made their drink wrong, well, it's no wonder many of you aren't getting the service you deserve.
On top of this, we lost our personal days, the health benifits are more expensive and we get less for our money, we get MINIMAL breaks- yet we're on our feet all day AND working much harder. We don't get commissions or bonuses for sales, we don't get sick days, when we call out sick, it's hard to get the shift covered due to company wide under-staffing and partners simply not wanting to work anymore- so many times, we work when we are sick. Upper management is permitted to be condescending to store employees- essentially, we're spoken to like we're retarted first graders. We contribute a great deal to the success of the company, yet we don't get respect and we don't get acknowledgement. So yes, general morale is WAAAAAAAAY down and it does make a difference.
So, the next time you get your drink and it's been made incorrectly, please don't blame the person making your drinks. We're stressed enough from the unrealistic changes being made in the company. Instead, observe what is going on at the register. Are you being distracted to try the "new" exciting, life changing, drink or pastry? Are you being asked to try Via (for the millionth time) or a Starbucks version of the egg McMuffin? Is the person on bar alone and flooded with drinks? Are there abusive customers, QASA standars being tended to and no help with any of it? If you notice any of this, complain to the manager then complain to corporate. They need to hear these things.
What ever you do, please don't abuse your barista. Have some respect. Remember that your barsista isn't "stuck" at Starbucks because it's the best they can do. They are there because they are in college, or are working towards their career goals and need a job that allows time flexibility and part time benefits. They're not stupid, and if you piss them off, they have the power to give you sugar free syrup, decaf shots, expired shots(espresso that sits longer than 19 seconds- they literally taste like poo), breve-(that's half and half)when you ask for soy... they have the power to, in turn, ruin your day by giving you a lousy drink. So open your eyes and see that these employees truly are doing the best they can and are very worn out by Howard Shutlz' (that's the ONE man who owns all Starbucks- they're NOT a franchise) desparate decisions on how to run such a large company with no regulations on how to treat the employees.
Use your power of Customer Voice to complain to someone who CAN make things better. Or stop going to Starbucks all togehter and make sure you let corporate know why. You deserve a positive experience and it begins with happy employees. You can help make that change.
1-800-starbuc or 1-800-23-latte
You can also fill out the survey when it's given to you. Please be honest about your experience, those surveys are seen by corporate.