Policy question??? I need lots of feedback!!!

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Policy question??? I need lots of feedback!!!

(17 posts) (10 voices)

Started 4 years ago by Yeswehavenobananas
Latest reply from hatestarbucks

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Yeswehavenobananas

Member
Internets:21

If a customer orders a venti frapucinno in two cups, what it the SBUX policy??

My stores policy is to not to say no however to respond like this " I can not put it in to two cups for you because that would make it two talls and if you want two talls than I will have to charge you for two talls.I can give you an extra cup and you can split it yourself."

This Lady keeps asking us to split her venti mocha frapucino lite with whip cream for her,I explained to her twice now that a venti split into two cups is technically two talls. because a venti has 24 oz and a tall is 12 oz, see if I split it up than it is TWO TALLS. Then I gave her the extra cup and she asks me for whip cream in it... O K first of all I will give it to you but I will have to charge you for it Then she asked why since it comes with it. I told her that actually lite frapuccinos come with none and is not a part of the recipe for a mocha frapuccino lite and that the complimentary amount was enough for one only!!!!!!!!!!!!

Then she proceeded to tell me that EVERY OTHER SBUX does this for her. Then just like the day before she sits in my D T ( holding up the line ) and pours the extra one. It gets all over her lap and then she gets mad at me.

I was really nice to her both times!!! what a cheap and mean and nasty lady!! Just buy two talls. I am not gonna give you half of a drink for free every time you come through the D T

It is like going to McDonalds and ordering a double cheeseburger on two buns!! It is ridiculous!!!!

It ended with her asking for my managers name and number. She got my name too and my ASM's name and she said that she was gonna call and "put a word in for us" What ever that means!!! My manager loves me and when she hears that I am respectfully and Knowlegebly following policy she will probably give me a mug award...

I dunno... what do you guys think??????

Posted 4 years ago #

Magical rainbow ponies
givemedrip

Member
Internets:68

This is a difficult problem and the 'Just Say Yes Policy' would dictate that you do it for the customer, and with a smile. Which is not to say that I think that is what should happen. What does the SM say? because you'll need support there first if you want to confront the situation. On the one hand, SB created this problem by putting 2 talls in a Venti for iced/blended drinks, so if a customer knows that, why shouldn't they be able to deconstruct a Venti into 2 talls? SB doesn't have a split fee or an extra cup fee. Sounds like the woman is cheap and rude, so I would probably get passive-aggressive on her, but that's me. Anytime someone starts with the "Every other Starbucks does it..." I get instantly annoyed. The short answer (too late) is: Unless you have complete support from your SM to do something different, keep making a Venti and splitting it into two cups. I'm also saying that mistakes can be made and drinks don't always get made to spec..... lol

Posted 4 years ago #
DARKROAST

Member
Internets:1,442

We get plenty of 'twofers' @ my store, too.
Givemeadrip is right. Get the full support of your SM, so when you tell this greedy old batch that you're following policy and she predictably goes to your SM, your back is covered.

Posted 4 years ago #
FarFlung

Member
Internets:527

Definitely talk to your store manager. Aside from anything else it screws up the inventory something chronic - you order venti ice cups because it looks like that is what you are selling and keep running out of tall cups for no reason and your material use doesn't line up for things like whipped cream. So if you say yes without the SM's ok you will get it in the neck about stock use sooner or later.

Posted 4 years ago #
PlehhitSux

Member
Internets:100

The policy would dictate that you just allow the customer to cheat her way out of paying for 2 drinks by ordering one that equals 2. Two people are dipshits in this situation: 1. the customer 2. starbucks. the customer is a **** because she is cheap and starbucks is a **** because by allowing this insanity, they're ultimately losing money in the end. Ask your store manager... then he or she you what is to be done. Oh and as for the phrase "every other sbux does it for me!" Go there then if you don't like it... WHY ARE YOU HERE?! *sighs* I rest my case!

Posted 4 years ago #
EXslavetostarbucks

Member
Internets:177

Mug awards really dont mean anything. We used to do it at my old store just say yes SBUX made up this stupid rule so follow it.

Posted 4 years ago #
Yeswehavenobananas

Member
Internets:21

O.K. Just say yes... ??? So if a customer comes and demands a 50% discount do we just say yes? Or what if they want to buy one and get the other for free,do I just say yes to that too?? I mean there has got to be a point when a customers request boreders stealing and we have not only the right but the obligation to say no. It seems like common sense to me??

Posted 4 years ago #
FarFlung

Member
Internets:527

I was thinking about this at work today, I needed something to stop me killing the shifty. How about saying you'll charge her for a venti plus an extra whip if the nasty cow brings two cups of her own. Then you don't have the cup costs etc to cover.

Yep the things you think about during an hour long frap rush! The blender noise makes me loopy!

Posted 4 years ago #
EXslavetostarbucks

Member
Internets:177

Who said you had any rights working at SBUX. there are limits to everything its just a drink just give to her. lets face it the fraps are not worth 5 bucks each are they and she is willing to pay that so you are having the last laugh as she waddles her fat **** out of the store.

Posted 4 years ago #
DARKROAST

Member
Internets:1,442

You know what EX-slave, you're right! I just has an epiphany......
I have this disgustomer (disgusting customer) who insists we give her EVERY last drop of her venti JCF from the blender plus extra whip.
At first we're like, "wow, really?" because this lady can barely fit in her geo metro-its a struggle for her to reach her purse to pay us!
But as I saw her arms FLAPPING in the wind as she waved goodbye, I thought, "I guess she really IS gettin' what she paid for! Sick!

Posted 4 years ago #
CustomersSuckAtSbux

Member
Internets:195

When we're asked to split it into two cups, we do it. Because for the most part, they're doing it for their kids, who are standing their next to them. I usually bend over backwards for kids because hey, who could deny a three year old their Strawberry and Cream?

When we put it into two cups, we use the tall cups. Fill it up to right below the indent, fill it to the top with WC and put a flat top on it.

Posted 4 years ago #
Perfectionist

Member
Internets:794

I just do it because I have more important things to do than stall on getting a customer another cup. Like CustomersSuck said, most people are doing it for their kids. Sometimes people get a venti coffee, then ask for a tall cup with a lid and sleeve. They always specify lid and sleeve :) That way they can get a ~grande and tall coffee for the price of a Venti. Old people do that all the time.

Also don't you hate it when someone says "I'm taking this to someone, so can I get a cup of half and half too?" We charge a tall coffee if somebody wants a cup of milk, but of course half and half is complimentary. Who is going to use 6oz of half and half?! Most people I know use like half a creamer packet and toss the rest.

Posted 4 years ago #
DARKROAST

Member
Internets:1,442

Yes, Perfectionist, I hate when customers abuse the "complementary" items we offer. When this occurs repeatedly, your store ends up calling to borrow product from neighboring stores because you RUN OUT (and substandard ordering by SM/ASM doesn't really help the case either). It **** off everyone's inventory levels.
Speaking of which, at my old "hood" store, people used to come in (usually young'uns) and ask for iced cups-to disguise their alcohol, naturally. We would ALWAYS be stuck calling around town to find cups because we were a high volume store. Even when we charged for cups, it would still happen!

Posted 4 years ago #
FarFlung

Member
Internets:527

We just had a ruling come down from somewhere on high that the only cups we are to give out are the non-branded water cups. Doesn't stop customers swiping hot cups from the stack by the register. Bet that was the reason they moved the ice cups off the counter - visual clutter my butt!

Posted 4 years ago #
Perfectionist

Member
Internets:794

That is another thing that annoys me-people come in with their own tea bags, and ask for a cup of hot water, double cupped, with a lid and sleeve. We don't have any way of charging for that in the computer but what I would really like is to say "sorry, you must make a purchase to get a complimentary _blank_"

I guess some people love tea so much they carry bags with them everywhere so they can make it on the go. It would be hilarious if somebody asked for a cup of hot water, and made instant coffee in it :)

Posted 4 years ago #
MEEP

Member
Internets:62

Perfectionist...you've inspired me.....

I'm going to have to put my little brother up to this and video tape it. Too f-ing funny. ^_^

Posted 4 years ago #
hatestarbucks

Member
Internets:4

i went to a Starbucks yesterday in order to change 40 singles, i just received it and i innocently thought that it would be useful for the cashiers since I had worked in a cafeteria before and we were always short of singles. they made me stand and wait for like 10 minutes doing i don't know with the manager and blablabla to finally say "we can't give change" what a stupid policy for crying out loud, like i was trying to assault them.blah.

Posted 4 years ago #

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