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  • March 28, 2015, 12:30:56 AM

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Author Topic: When Starbucks is out of coffee...  (Read 1364 times)

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SamiHami

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Re: When Starbucks is out of coffee...
« Reply #15 on: Yesterday at 01:42:05 PM »
I'm of the opinion that if it is during the posted open business hours then they need to do whatever is necessary to accomodate the customer (within reason). That, to me, would include brewing a pot of coffee, even if it meant risking that some would be wasted. They are a coffee shop; that is the product they sell. If they don't have everything available for some reason, then they need to make what they have on hand available and hope that they can satisfy their customers that way. It's just the cost of doing business.

And if a restaurant has turned off it's grills 1/2 hour before closing, then they are bad at business. If I show up at 9:30 and they don't close until 10, they had better be prepared to cook and serve whatever is on the menu. The cutoff point for any food service is the time the restaurant closes, not 30 minutes before. If they want to stop serving at 9:30 then they need to make that their closing time.

What have you got? Is it food? Is it for me? I want it whatever it is!

rose red

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Re: When Starbucks is out of coffee...
« Reply #16 on: Yesterday at 01:52:49 PM »
I'm of the opinion that if it is during the posted open business hours then they need to do whatever is necessary to accomodate the customer (within reason). That, to me, would include brewing a pot of coffee, even if it meant risking that some would be wasted. They are a coffee shop; that is the product they sell. If they don't have everything available for some reason, then they need to make what they have on hand available and hope that they can satisfy their customers that way. It's just the cost of doing business.

And if a restaurant has turned off it's grills 1/2 hour before closing, then they are bad at business. If I show up at 9:30 and they don't close until 10, they had better be prepared to cook and serve whatever is on the menu. The cutoff point for any food service is the time the restaurant closes, not 30 minutes before. If they want to stop serving at 9:30 then they need to make that their closing time.

Unfortunately, it's not the workers who make the rules. And corporate in their ivory towers know best, don't 'cha know. The workers just get the backlash and abuse (and from both ends; customers and corporate).

SamiHami

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Re: When Starbucks is out of coffee...
« Reply #17 on: Yesterday at 02:05:21 PM »
Oh, I know and definitely don't fault the workers!

What have you got? Is it food? Is it for me? I want it whatever it is!

Carotte

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Re: When Starbucks is out of coffee...
« Reply #18 on: Yesterday at 02:09:44 PM »
I can understand the rule during normal times, the expresso machine is here if there is a need for cafein.
But if the expresso is out having a pot of drip coffe seems like a perfectly reasonable choice. The cost of one pot, even for two customers, would quickly offset the loss and bad impression left with half a dozen other customers.

rose red

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Re: When Starbucks is out of coffee...
« Reply #19 on: Yesterday at 02:14:42 PM »
Oh, I know and definitely don't fault the workers!

I didn't think you would since you know about etiquette and we also talk about service work a lot. :)

If I rule the world, I would make it a law that all these type of businesses schedule and pay workers for the 30-60 minutes after the place closes so customers can get full service until the end and the workers don't have to stress and take abuse.

athersgeo

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Re: When Starbucks is out of coffee...
« Reply #20 on: Yesterday at 02:46:40 PM »
I'm of the opinion that if it is during the posted open business hours then they need to do whatever is necessary to accomodate the customer (within reason). That, to me, would include brewing a pot of coffee, even if it meant risking that some would be wasted. They are a coffee shop; that is the product they sell. If they don't have everything available for some reason, then they need to make what they have on hand available and hope that they can satisfy their customers that way. It's just the cost of doing business.

And if a restaurant has turned off it's grills 1/2 hour before closing, then they are bad at business. If I show up at 9:30 and they don't close until 10, they had better be prepared to cook and serve whatever is on the menu. The cutoff point for any food service is the time the restaurant closes, not 30 minutes before. If they want to stop serving at 9:30 then they need to make that their closing time.

I don't think that's quite fair - I have no problem with restaurants having a posted "last orders" time, as long as it actually is posted clearly. Sort of a soft close time, to allow diners to finish, with a hard close when the last diners have to be out. Otherwise you end up with diners still tying to eat after the actual closing time.

nuit93

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Re: When Starbucks is out of coffee...
« Reply #21 on: Yesterday at 02:56:37 PM »
I'm of the opinion that if it is during the posted open business hours then they need to do whatever is necessary to accomodate the customer (within reason). That, to me, would include brewing a pot of coffee, even if it meant risking that some would be wasted. They are a coffee shop; that is the product they sell. If they don't have everything available for some reason, then they need to make what they have on hand available and hope that they can satisfy their customers that way. It's just the cost of doing business.


Most smaller shops will do that.  Corporate chains, however, do not often have that kind of flexibility as they are required to adhere to certain standards.  If the girl in question wasn't a manager, she could have been putting her job at risk for not following rules.

lowspark

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Re: When Starbucks is out of coffee...
« Reply #22 on: Yesterday at 03:27:04 PM »
I'm of the opinion that if it is during the posted open business hours then they need to do whatever is necessary to accomodate the customer (within reason). That, to me, would include brewing a pot of coffee, even if it meant risking that some would be wasted. They are a coffee shop; that is the product they sell. If they don't have everything available for some reason, then they need to make what they have on hand available and hope that they can satisfy their customers that way. It's just the cost of doing business.

And if a restaurant has turned off it's grills 1/2 hour before closing, then they are bad at business. If I show up at 9:30 and they don't close until 10, they had better be prepared to cook and serve whatever is on the menu. The cutoff point for any food service is the time the restaurant closes, not 30 minutes before. If they want to stop serving at 9:30 then they need to make that their closing time.

I don't think that's quite fair - I have no problem with restaurants having a posted "last orders" time, as long as it actually is posted clearly. Sort of a soft close time, to allow diners to finish, with a hard close when the last diners have to be out. Otherwise you end up with diners still tying to eat after the actual closing time.

I've always been under the impression that "closing time" for a restaurant is the time at which the kitchen closes and that there is always the possibility of people still in the restaurant eating as of the official closing time. So yeah, if the kitchen closes at 10 and you order at 9:30 and the food arrives at 9:45, you might still be eating after 10. And certainly no one's going to expect you to shovel your food in hurriedly and suddenly stand up at 10:00 sharp and run out the door.

Otherwise how would it work? How could you post a closing time of 10:00 and when customers arrive at 9:30, turn them away claiming that it's too late to order food since that might entail them being there past closing?

I guess you could post a "last orders" time but I'm pretty sure I've never seen that in any restaurant I've ever been in.
Houston 
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USA 

lowspark

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Re: When Starbucks is out of coffee...
« Reply #23 on: Yesterday at 03:35:55 PM »
I think in this case the problem was one of two things:

Either Starbucks doesn't empower their employees to make these kinds of decisions on the fly or this particular employee didn't have the gumption to do so.

It could be that Starbucks says, "These are the hard and fast rules and no matter what happens, don't go against them." Sort of a policy of "You're not paid to think. Just do as you're told." There are plenty of jobs where this is communicated to the workers; I have no idea if Starbucks is one of them.

But if Starbucks does empower their employees to make decisions as needed in order to provide excellent customer service, then the fault lies with this particular barista who was unable to think outside the box.
Houston 
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