I appreciate the enthusiasm and support expressed by Starbucks Chairman Howard Schultz. However, the challenge for Starbucks (and every company) is translating ideas and inspiration into execution. I have been a barista with Starbucks because I love coffee and I love people. I have also a consultant/facilitator and speaker for 18 years working with companies on "people skills", team building and leadership issues. So, my observations might be slightly different than most.

One key challenge facing Starbucks is the automatic machine. Instantly, a Barista was transformed into a "button pusher". Push a button and espresso flows out. Press another and it steams the milk stopping automatically. Very little "barista" skill is required. As a result, I've seen improperly calibrated machines pull a shot in 7 or 8 seconds resulting in an under-extracted and weak shot with no creama. Milk pitchers are set under the steam wand while the machine automatically "heats" the milk rather than textures it. Milk only takes on air when it's cold and that's when air must be introduced to it. A sitting pitcher is cooked, not steamed. The sweetness is lost, the over-cooked taste remains.

I have been in more than one Starbucks store talking about quality espresso and latte art only to hear a barisa ask me, "Creama, what's that?" Yikes!

Our shop consistently had customers tell us they drove miles out of their way (past one or two other Starbucks) to come to our store because we made the best coffee in town. We had a great team, cared about out customers, played with perfecting our milk frothing technique and the customer service we delivered was the same we shared with each partner who worked there. Our drinks were excellent and the atmosphere of our store was great.

Our store was also a reflection of our store leadership. Leadership does trickle down and affect everything. But that's another issue. I do hope Starbucks is successful in turning things around because they have become a part of so many people's lives. You want to win the challenge posed by other competitors, make great drinks and treat customers well.

Please, make great coffee, texture milk perfectly EVERY time, care and get it right.

I think that the major set back for Starbucks has been the overall reduction in the American economy. Starbucks provided the illusion to its customers that they were something "special." That by purchasing Starbucks coffee they were simply different than the rest of the teeming masses. There is nothing wrong with wanting to feel "special".
However, as our economy has steadily slowed and the price of just about everything has increased, paying a minimum of five dollars or more for what in essence boils down to hot water poured over ground up beans and hot milk, has become a luxury that the "special" masses can no longer afford.
Starbucks should retrench its corporate mentality and go back to selling coffee. The "special" people of this world can look someplace else for a life style. Until corporate Starbucks learns this lesson and refocus on making coffee that is good and affordable, the "non-special" masses with their little "non-special" dollars will continue to go to Dunkin Donuts, where they can buy good coffee and not worry about calling it a small, medium or large when they order.

You can't be all things to all people. Starbucks is NOT Dunkin Donuts.
Maybe Starbucks should buy up all the dying Dairy Queen franchises and turn them into something inbetween the two coffee shop models.
That would give them the convenience of many Dunkin Donut shops, and the cheezey atmosphere of all of them.

I use to go to Starbucks every week. I use to go to Dunkin Donuts every week. Now I go to a local coffee shop.

The problem with Starbucks is quality and I'm not talking about the coffee. I'm talking about the people.

I've yet to be in a Starbucks recently that didn't feel like a dressed up Dunkin Donuts. If you close your eyes, you might just accidentally ask for a donut to go with your coffee.

When I pay a premium for coffee, I expect the service or the food to be proportionately better. Neither is true of Starbucks.

Just pour some mud in my cup and let me out of here.

BOB
Starbuscks doesn't care about our soldiers? Then they aren't worth patronizing........Boycott Starbucks!!!!There expensive and a rip-off anyway I can get coffee...at 7-11 with delicious flavors....a large$2.00
Support our Troops!!!

I totally agree with Bob. Really? All what the soldiers wanted was a little taste from the Homeland, and Starbucks couldn't grant that wish. Well, I guess Howard Shultz is going to "fight to the death" on his own, because he doesn't support the war, or anyone participating in it. Here is a little message for Howie: "Life ain't easy, when you fat a greedy. Ain't that right Howie?!?!?!"
God bless our Troops!

Larry, I LIKED the detail!! I have NEVER seen a push-button machine or tasted the product that could match the skills of a well-trained and experienced barista. While the training is inconsistent, the product is better at Caribou--and they used the old-fashioned equipment!

If they served good coffee it might help.
I'd take a tim hortons or dunkin donuts coffee over star bucks any day of the week.
starbucks coffee is bitter.
my opinion

Lower your prices and you might not have to fight so hard DUHHHHHHHH !!!!I wont drink it cause its priced to high for a simple cup of coffee can you say RIP OFF

Who cares about Starbucks? They are the epitome of what is wrong with America - self indulgence. It is unbelievable to me that people line up in the store and now in their cars, to purchase over-priced coffee. And the snobs that have to have multiple ingredients and pay even higher prices deserve to get screwed by Starbucks.
I have not spent a single penny at Starbucks and never will.

I agree with above posts...starbucks has EXCEEDINGLY lagged when it comes to customer service,...not to mention just plain ole good communication. Recently ordered a hot chocolate with whole milk back in December, when I was 8 months pregnant...when I got it and tasted it, knew instantly it was not whole milk...when I told them, they looked at me like I was an idiot and said I didn't order whole milk. When I told them I indeed did, the guy who took my order just stared blankly at me. Of course they remade it, even though I was now barely running late to work.... ran to my car with my new drink, trying not to be late, and trying not to tip over, as I was...I remind you, 8 months pregnant... so WHY when I sipped my drink as I was pulling out of the lot, did I taste a MOCHA!!!! Yup. The guy gave me a mocha instead of a hot chocolate. Even more caffeine. Nice. So when I called to tell the manager, she proceeded to place the blame on me b/c I did not 'make the guy repeat my order back to me'...and said I should always make them repeat the order. OK. I thought that was part of their job! Guess I was mistaken...guess I not only have to clearly communicate what I want, but now I also have to supervise their job for them. Just one of MANY annoying starbucks encounters! (BTW, all the manager offered was to remake the drink that I paid for but never got...no complimentary drink or anything.)

For me its priorities. I save a few bucks a day making my own coffee, limit eating out to only once or twice a week, and pretty soon you have enough money for higher ticket items. I just paid cash for a new 4 wheeler just from cutting back on waistful spending. Do the math. Two or three expensive cups of coffee a day....12-15 bucks ??

Just so everyone knows, and not that I'm a big fan of Starbucks myself, I think they are a bit over-priced to say the least. But don't start bashing companies when you have no idea what you are talking about. A rumor is a rumor, do you believe everything you read without doing research on it, I mean really people! This link will tell you the truth, that Starbucks and many of its employees support our troops. Not only this website but many other information portals will let you know this.

http://www.truthorfiction.com/rumors/s/starbucks-iraq.htm

-Coffee Grinder $20

-French Press $30

-Five pounds of your favorite coffee beans $50

Fresh brewed coffee without leaving your kitchen for a fraction of the price of Starbucks-

PRICELESS

Hi, 3 - 4 bucks for a single cup of coffee, times about 20 days/mo equals $60-$80 for coffee?? Noooo way. I searched for a great coffee grinder, and a great coffee maker..bought a great mug..and, now my coffee is maybe $15-$20 for entire month ..w/a refill. Of course, I dont permit myself to drink more than that per day - because of the health issue. I mean I dont want to have located all this, perform the morning ritual, and find I over indulged and have a health issue...so, I try to be smart about that as I was about persuing a far less expensive way of enjoying my morning coffees. Next, thing on my agenda ...is to become a better cook too. Then, see how I can cut the cost of gas for the vehicle....maybe I could take public transportation often....hmmm. These days are making an enterpenuer outta me too...Im workin on some great sachets these days....smilin'. (hope I typed clearly!)

How many stores? How many quailified managers and assistant managers?? How many qualified trainers, openers and closers? How many baristas that care? You want quality and consistency???You do the math as you drive to your office or place of employment knowing how hard it is to get even one or two good employees nowadays....It's coffee people!!!!!!! Overpriced at that!!

Although I don't drink coffee at Starbucks, or anywhere else for that matter, I do have to reply to Bob and his anti-Starbucks/pro-military comments. I support our military in what they are doing, however Bob is perpetuating a false story about Starbucks and should really check his facts before yapping his lips!
http://www.snopes.com/politics/military/starbucks.asp

I must be a snob because I will take a Starbucks coffee over the SLUDGE they call coffee at McDonalds and Dunkin Donuts anyday. Now if they brought Caribou Coffee into southern Florida, they may have some competition.

Starbucks has so declined in customer service that I think of it as the McDonald's of coffee shops. It used to be where my daughters and I would spend an hour or so - she with her toys and hot cocoa and me with my newspaper and "Medium" Decaf Caramel Machiotti - and really feel indulged and treated. Now you're lucky if you get a smile, let alone have someone acknowledge you and speak to you instead of the other Starbucks employees and the quality and attention to detail is about 20%. I get my "Coffee On" at work with one of those auto machines and forget about paying someone way too much for way too little. Oh, and tips? If McDonald's and Wendys and Burger King don't have one .. thinking of the line mentality .. why should we tip robots at Starbucks?