Comments on: Don’t be cruel http://greenlagirl.com/2005/12/12/dont-be-cruel/ Urban environmental lifestyle blog in Los Angeles Thu, 20 Nov 2008 22:12:08 +0000 http://wordpress.org/?v=2.6.1 By: Siel http://greenlagirl.com/2005/12/12/dont-be-cruel/#comment-808 Siel Fri, 16 Dec 2005 00:15:53 +0000 http://greenlagirl.com/?p=207#comment-808 This is really important info, Cassie. I really wish corporate had told us before that this may be what's going on -- that baristas are just trying to use their experience to help customers get what they really want usually -- instead of saying that baristas are just not doing what they're supposed to according to the rules. We'll really work to get the message out about this as the challenge goes on! Thanks for stopping by :) This is really important info, Cassie. I really wish corporate had told us before that this may be what’s going on — that baristas are just trying to use their experience to help customers get what they really want usually — instead of saying that baristas are just not doing what they’re supposed to according to the rules. We’ll really work to get the message out about this as the challenge goes on! Thanks for stopping by :)

]]> By: Cassie http://greenlagirl.com/2005/12/12/dont-be-cruel/#comment-787 Cassie Thu, 15 Dec 2005 07:29:25 +0000 http://greenlagirl.com/?p=207#comment-787 I'm a barista at Starbucks. And I support fair trade! (Please god, give us an African, Arabian or Indonesian Fair Trade Certified coffee that actually tastes good... but that's an aside.) But I also contend with the reality of Starbucks customers every day. When someone comes in and says "I'd like a tall Fair Trade/Verona/Sumatra/whatever," one of several things could be going on. The customer could want us to press that coffee if we're not brewing it (though this is pretty unusual). OR the customer could just be asking for a coffee that's bold or mild or whatever flavor profile it is, and be perfectly happy with what we're brewing in that flavor category (the most frequent thing). OR they could just be trying to look like they know what's going on/they're cooler than their friends/whatever. I don't think taking a few seconds and a question ("We're currently brewing X, Y and Z. I'll be glad to brew a press of the coffee you requested, which will take a few minutes, or coffee X is the most similar in flavor profile if you're looking for the [bold/mild/decaf] we're brewing today. Which would you prefer?") to confirm one of the latter two choices isn't what's happening is a particularly bad thing, from a customer satisfaction standpoint. I /am/ glad to brew a press of Estima... I just want to be sure that's what you want, rather than the name you saw on the board last week when you ordered a bold coffee, you know? It's my job to make customers happy, and that's what I'm aiming for. So. You know. The plea to be nice is appreciated. Remember we're part-time employees and likely not being paid enough to take abuse. :) I’m a barista at Starbucks. And I support fair trade! (Please god, give us an African, Arabian or Indonesian Fair Trade Certified coffee that actually tastes good… but that’s an aside.) But I also contend with the reality of Starbucks customers every day.

When someone comes in and says “I’d like a tall Fair Trade/Verona/Sumatra/whatever,” one of several things could be going on. The customer could want us to press that coffee if we’re not brewing it (though this is pretty unusual). OR the customer could just be asking for a coffee that’s bold or mild or whatever flavor profile it is, and be perfectly happy with what we’re brewing in that flavor category (the most frequent thing). OR they could just be trying to look like they know what’s going on/they’re cooler than their friends/whatever. I don’t think taking a few seconds and a question (”We’re currently brewing X, Y and Z. I’ll be glad to brew a press of the coffee you requested, which will take a few minutes, or coffee X is the most similar in flavor profile if you’re looking for the [bold/mild/decaf] we’re brewing today. Which would you prefer?”) to confirm one of the latter two choices isn’t what’s happening is a particularly bad thing, from a customer satisfaction standpoint. I /am/ glad to brew a press of Estima… I just want to be sure that’s what you want, rather than the name you saw on the board last week when you ordered a bold coffee, you know? It’s my job to make customers happy, and that’s what I’m aiming for.

So. You know. The plea to be nice is appreciated. Remember we’re part-time employees and likely not being paid enough to take abuse. :)

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