Cross-posted from gradin.com…
I have a sordid history with Starbucks and my mug. I can speak singularly about my mug even though years have passed because I’ve been using the same mug now for…jeez…probably 5 years or so. Before that, I had another one. And before that, I think it was the mug I used in High School. Needless to say, I’m a regular mug user and expect some respect for it.
For as many years as Starbucks has had a drive-through in Atlanta, I have had difficulty getting across the understanding that I have a mug and I’d like coffee poured into it. No cream, no sugar, no flavors – just coffee. Isn’t that what Starbucks is famous for? Countless times, there is simply no understanding my simple request over the drive-through speaker.
Me: “I have a mug I’d like to get filled with coffee.”
Starbucks: “You’d like a spiced tea latte and what?”
That’s just one very memorable example of my problem. This evening, I asked for a small milk and a fill-up for my mug. What I got surprised me beyond anything I could have imagined.
I handed over my mug, confirming that I need a small milk too (for the boy). They handed back my mug, but no milk. Without thinking much about it, I drive forward (I’m not much of a “let me tell you how to do your job” kind of guy) realizing at the same time that they forgot the boy’s milk.
Then I take a sip from my mug and realize that it’s no more than a mug full of pure, white milk. I’m not against milk – I enjoy it as much as the next 4-year-old. It’s just a bit of a shock when you pay $2.00+ for 16oz. of Mayfield milk. And expect 180°F dark roasted coffee.
Come on Starbucks! You totally screwed me! And damn it – I’m not the guy that bothers to fix my food order in a drive through.
The thing is this: Starbucks should support the environment a little better and have some expectation that their customers will have mugs they’d like to reuse for coffee products.
Don’t fill a paper cup and hand it to me to pour into my mug. Don’t make me repeat myself like I’m an unintelligible buffoon at your drive up. For god’s sake – don’t fill my coffee mug with virgin-white milk!
Surely there are other customers out there that have some secret handshake with the speaker attendant to get their request handled accurately and efficiently. What is your secret?!?
May 1st, 2007 at 11:24 AM
Without those cups Starbucks might give you an extra cent or two of coffee, can’t have that now. And it should be mentioned that they will sell you a Starbucks brand coffee mug that can be reused. It only costs 3X the amount you would pay anywhere else, but hey, its got a logo on it.
Ahh… Eureka! Put a logo on your mug, that should do the trick!
What I find disheartening is the fact that coffee is rarely ever served inside a Starbucks in a real honest to goodness cup.
I’d love to see a discount given for using one of their cups, but that would require more work (cleaning) for their people, and more work equals less profit.
May 1st, 2007 at 4:09 PM
“I have had difficulty getting across the understanding that I have a mug and I’d like coffee poured into it. No cream, no sugar, no flavors – just coffee. Isn’t that what Starbucks is famous for?”
I wish that were true! I think Starbucks is probably more famous for their “venti carmel latte with extra whip and some sauce on top” drinks.
The thing is, they are a machine that works as it does. Anything that goes agaist their systems cause screw ups. I liken it to asking for your quater pounder without the onions.
It’s a sad world but one that is probably true. I don’t feel that Starbucks hides it as they know they are not a place for espresso (who can you be with only super automatic machines?).
Sorry you are having so much problems! Come on over to Montana when Cafe Evoke opens and receive the gracious discount you mug deserves.
..be bold
PS: Damn math problems…
August 20th, 2007 at 7:46 AM
Starbucks is now an empire (I didn’t say an evil one, just an empire). The bigger they get the more distance between the decision makers and the consumers. It has become more impersonal.
The solution for you Starbucks fans (like me)?
Get to know the employees at your favorite store. I’ve never found Starbucks employees (except maybe in the Atlanta airport) to be unresponsive to my unique requests such as ‘fill my mug’ instead of giving me a paper cup and having me do it myself.
I love companies that cater to customers, but I also know as a customer that my smile and pleasant demeanor gets me far better service than what is regularly delivered to the average customer.