a commenter at my place has been culling the *$ employee blogs and coming up with some fascinating stuff. like:
I just got back from the training. Well, I got back an hour ago - the last hour was dedicated to excitedly telling my SO about it.
I’ve worked at two mainstream coffee shops previously. I was management in one, and a barista in another. NEVER have I seen such dedication to the customer, or such cleanliness! I wouldn’t drink coffee anywhere else after working with Sbux for three days. The training highlighted the main points -
Pulling the perfect shot. Yeah, it’s not the old style machines (which, naturally, I miss dearly), but they’re not totally flawed. The beans are ground seconds before being brewed. Everyone was given a refresher on what to look for in shot quality - timing being the most important, visual and flavor closing in at a second. Now, EVERY EMPLOYEE knows how to do it perfectly. NO EXCUSES.
Steaming milk. It’s going to be good - thick, creamy, ‘beautiful foam’- on top of your latte. NO EXCUSES.
Customer care. Letting you, the customer, feel comfortable enough to let us know if we screwed up in ANY aspect of your drink. Then, we can remake it for you. And make you happy. NO EXCUSES.
Also - to the partners out there - we ARE getting more time to make the perfect drink. Starting next week, each espresso drink earns 5 seconds more of labor. That averages about 35 hours of increased labor per week for the average store! Thanks Howie for backing up your commitment and promises to us with increased labor to make the best drink possible!
being intimately familiar with the pressures of a publicly traded company, this all strikes me as bean counting disguised as quality improvement. which is what corporate executives tend to do when the stock price is under pressure. that simple.