Former barista's opinion on Starbucks re-training
Posted by tom | Feb 15, 2008Starbucks nationwide to close for emergency re-training Feb. 26 brought some thoughts to my mind. As a former Starbucks barista I [Theresa] have an opinion. Starbucks is responsible for turning me into a self-proclaimed coffee snob, largely because I believed most of the propanganda they fed me at coffee school. I also read Howard Schultz's autobiography.
As a Starbucks employee quality control was drilled into us. We learned that the "perfect shot" was drawn in 18-23 seconds and if a shot didn't fall within that time frame it was to be discarded. Eventually we learned to eyeball pretty accurately if a shot was "perfect" by looking at it. But technically we were supposed to time each shot. Each drink had a specific recipe that was to followed unless directed otherwise by the customer. Drinks were even required to be called to the barista in a specific order ("decaf, tall, nonfat, double shot, vanilla, no-foam, latte"). The point of all this was so that the drink you ordered at Starbucks in New York City would taste the same as the drink you ordered at Starbucks in San Francisco, etc. And that was something I appreciated about Starbucks. I liked knowing (with a few exceptions) that the latte I ordered would taste just like the lattes I always ordered no matter who made it or where I ordered it. For this reason I rarely order an espresso drink at an establishment other than Starbucks. My (brainwashed) idea of what a good espresso drink tastes like is based on what a Starbucks espresso drink tastes like. I usually find drinks purchased elsewhere taste inferior to me. I emphasize that this is my brainwashed idea of what an espresso drink should taste like. But I'm happy with it.
So to hear that Starbucks quality control has been lacking lately (I don't go there enough to notice a difference) is disturbing. I think if Starbucks ceases to make a quality product they will become a scourge as some are inclined to think. The same would happen if their customer service suffered. I've always appreciated their customer service and value customer service whether I'm in a grocery store, clothing store, or coffee shop. I hope this very public display of training emphasis will indeed help the company get back to what made it good in the first place. Just remember--get your latte before 5:30pm on 2/26/08!
Wish Plex was as disciplined in 'da Burgh. Not going to mention anything about Dallas. Anyone having a Super Bowl Party? Enough rambling. Time to go to bed.
