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Re-Training the Siren: an Insider’s View of What to Expect

February 28, 2008 · Filed Under Uncategorized

Sarah Benedict is a Barista at Starbucks Coffee. She is a member of the Lubbock Coffee Club, and has a passion for great coffee.
Sarah submitted this article:

Re-Training the Siren:
An Insider’s View of What to Expect

$.99 lattes were available yesterday from 5:30pm to 9pm at Dunkin Donuts stores because Starbucks baristas were given the evening off. All 7,100 Starbucks locations shut down to have individual store meetings and a heart to heart with Howard Schultz. “Priorities are out of whack,” said Shultz via a pre-recorded video. Our focus has been so set on profit generating, that we have lost sight of the perfect espresso and absolute customer service. Each meeting started off with a coffee tasting, as is Starbucks tradition, and then focused on shifting the new focus to three always important things:

First, customer service is our main concern, as it has always been. However, we will do whatever the customer asks us to do, no questions asked, and everything in our power to deliver the best customer service.

Secondly, milk steaming standardization was implemented. We discussed correctly aerating milk, and the importance of perfect foam. Re-steaming milk is unacceptable and attaining the proper temperature is essential. While this seems elementary, the beverage recipes over the years have been personalized by store managers and even baristas to the point that every barista had a different idea of the ideal temperature range for steaming milk.

Lastly, Starbucks is reconfiguring the flavor profile of the espresso. Because Starbucks stores use super automatic machines, the barista has little or no control over the quality of the espresso. Our machines have been recalibrated to pull a longer shot that now must last between 15-19 seconds from first visual. In fact, we no longer use the single shot option, and pull only double shots. When pulling the shots, we are to pull them only into shot glasses, so that we can inspect the quality of the espresso. Every hour we are to time the shots and to taste them as often as possible.

At the end of the night, each barista made a written promise to their store manager, their store partners (coworkers), and customers. We promised to deliver the absolute best customer service; to never deliver anything less than the best. We promised to let every customer know that we value their feedback and input. We value the opportunity to remake any beverage so that every customer has the most rewarding experience and feels appreciated. We promised to hold each other accountable for upholding every single standard and work with each other to meet every expectation set for us by our customers, our partners, our managers, and Mr. Schultz.

We hope that you notice a difference each time you come in. We want it to be more welcoming, more fun, more flavorful, and more of what you want. Demand the best, request ‘fore here’ mugs, ask us questions because we are ready.