Get ready for a whole new….

DUMBO Starbucks!

We are about to change who we are inside and out. There will be a new store look, new faces behind the counter, sampling every day, and, most importantly, better, faster, friendlier service.

Remember about a month ago when I described the new way we brew coffee? Remember my promise to figure out a way to use the new system effectively and efficiently so we never have to announce we’ve run out of coffee again? Well, we did just that. Of course, there is the occasional slip up, but I tell you the truth: I’d be shocked if we’ve had to ask more than five people to wait for coffee to be brewed in the past month. That’s a lot better than the five per day (at least!) we had to disappoint before using the new brewing system. I assure you, we will continue to perfect the technique until we never have to inconvenience someone again.

As I mentioned above, our store will be getting a new look over the next few days. We’ll still be open, as the revamping will be done in the wee hours of the night. New walls, new shelving, new counters…it will all be pristine, appealing and welcoming.

We’re also adding a few new partners. In the past month, we’ve been separated from four partners, some by choice, others by circumstance. This has opened up the door for us to hire some fresh faces who can bring some spirited excitement to DUMBO.

There’s also a rumor that Matt Byrd will be coming back (for those of you who know him, Matt started working at Starbucks the same day as I did, but left last January due to decreased availability). This would be a very welcome addition to our congenial crew.

I would post some before and after pictures during the remodeling, but policy forbids it. Thus, you’ll have to come by and see for yourself! I’d rather have visitors anyway.

Sometimes it’s good to have a little fun…

Espresso art is a pretty fascinating thing. I’m going to look into taking some classes in it when my schedule frees up a little bit. Until then, my textbook is YouTube and my classroom is the bar at work.
Here are just two examples of the fascinating, incredible designs you can make using espresso, milk, and chocolate:

http://www.youtube.com/watch?v=N8mQpf5Mzk8

http://www.youtube.com/watch?v=zUZtbtbglZE&feature=related

Here are a few of my endeavors at advancing my skill:

Starbucks? Small? What?

Many, many trends permeate society. Skinny jeans, skinny ties, and shaggy hair are all popular right now. So are indie bands, small mom and pop stores, and simple, rugged coffeehouses. It seems that the more local and low key a store is, the more trendy it becomes. So how does Starbucks keep in stride with the moods of today and continue to be a hip place where all the “cool” kids want to go despite its largess? I believe there are four contributing factors leading to this:

1. Customer interaction

2. Partner interaction

3. Excellent products

4. Exclusive, yet familiar atmosphere

While I was working on my thesis about Starbucks in the early months of this, I interviewed quite a few customers to see what their thoughts and opinions about the great coffee giant were. The consensus  was about the same…even if the customer didn’t absolutely love the beverages we sell (I’m not saying they disliked them), they came back again and again for the customer service.

Yesterday, I was chatting with a regular named Mike about what makes Starbucks so successful. Although I didn’t write down a direct quote, his words were along these lines: “Why do I come in every day? Why do hundreds of people come in every day? Because you guys are great. You’re phenominal. Plus,” Mike added while tipping his Venti DoubleShot on Ice, “you’ve got quite a superior product.”

See, Starbucks baristas are trained to provide the best customer service possible in the best ways possible. For example, each of us strives to learn customers not only by drink, but by name (it’s pretty neat to be able to start drinks for customers who we see walking towards the store from across the street).

Starbucks employees, or partners, are also encouraged to develop excellent rapport with each other. Everyone is encouraged to congratulate and praise one another for things done well while gently admonishing each other for substandard performances.  This creates a more harmonious group that loves working together and opens the door for seamless, flowing teamwork. Small cards are available to give to distinguish fellow partners when they perform exceedingly well. These cards include (but are not limited to) recognition for being involved in the community, welcoming in stores, and knowledgeable about our products.

As stated above, the third reason Starbucks continues to excell is due to its superior products. All the beans we use are carefully selected, with each department ensuring that every batch is up to standards from the time the coffee is harvested to the time it enters the bags that are shipped to stores. Baristas are trained, tested, and continuously monitored to verify that the beverages they are making not only meet, but exceed standards.

Finally, whether you’re in New York, New Jersey, California, or Idaho, when you go to Starbucks, you know what they’ll have. Each store has its own unique personality, style, and flair, but the products sold are virtually all the same. This creates a certain comfortable association with Starbucks, especially while you are traveling or in an unfamiliar area. I know I’ve gotten lost in personally uncharted territory and, upon entering a Starbucks, feel at ease and more settled. I’ve also been told similar things by customers from all over the world. Additionally, being able to recognize Starbucks’ products no matter where you go gives you a sense of belonging to the company. You literally feel as if you are part of a community connected by a love of coffee and delicious food.

On an ending side note, tomorrow is my first shift as a supervisor. Needless to say, I’m ridiculously excited and psyched.

Characters Create Content…

There were many “characters” in Starbucks the past few days. At one point, it got so strange in “my” coffeehouse a couple of nights ago during my closing shift that a woman came up to me and, with conviction, said “There sure are a lot of strange people in here at night, aren’t there?!”

I wasn’t quite sure how to respond to such a comment, so I thought about it for a few seconds and I realized she was right. The past few days, our non-regular customers have ranged from the indie punks to the full bearded/frizzy haired (giving Bob Ross quite the run for his money) to the humorlessly awkward.

I’m not complaining or saying there is anything wrong with such people…it’s just been an interesting past few days.

For example, how would you respond to someone who asks for a “Marshmallow…..uh….whatever the hell you guys call those things”?

How would you react upon receiving this answer from a finely dressed gentlemen in response to the inquiry, “What are you waiting for, sir?” :

“Steak and eggs…um…oh….I mean a grande iced coffee.” Honestly? Steak and Eggs? Not even on the menu.

I suppose it’s possible. Despite these two interactions being pretty ridiculously strange (and subsequently jocular), there is one more story I must share that almost makes them seem normal and sane.

Two fairly muscular, tattooed, gruff men approached the counter and ordered a pair of iced coffees. They each whipped out twenty dollars and each attempted to shove their bills into my hands simultaneously. I gripped one man’s payment, but as I moved to complete the transaction, the other man yelled at me to stop and to take his money. A prompt argument began between the two brawlers with each thrusting their money towards me. Usually, when this sort of thing happens, I just chuckle a little until one or the other is more insistent. However, my chuckling was quickly cut short when one of the men looked me square in the eyes and shouted, “STOP smiling…JUST TAKE MY MONEY!” Needless to say, I obliged. Then, without warning, the bellowing man’s friend broke out into a rising verse of Frank Sinatra’s “New York, New York,” only he began the song with an enthusiastic, “Start singing the blues!” (For those of you who don’t know, the correct lyrics are “Start spreading the news”)

These are my stories. Thank you, DUMBO.

Bad things like this happen sometimes….

And when they do, the only thing to do is to press on.

The above picture is what the floor behind the counter looked like around 3:45 p.m. this afternoon. My friend, the coffee filter, decided to spit its lovely contents (grinds) not only over its edges and into the coffee urn, but also onto the brewing station and the floor. Frustrated by this faulty attempt at a pot of coffee, I asked Nicolette to start another as I rang up customers. However, when she pulled the basket out, 200 degree water and grinds spilled all over her hand, causing her to drop the basket to avoid further injury. Hence, the mess.

Barista life wasn’t all bad today, though, and I had a good first work day in nearly a week. A nasty bout of bronchitis forced my coffee loving self to stay in bed drinking water and taking Avelox instead of sipping lattes and munching apple fritters.

I had a few good conversations today, including ones with some of my favorite regulars (Carrie, Brandon, etc.) and one with a pleasant gentlemen who was on his way to Seattle to give a presentation about the “greenness” of Starbucks, which I thought was exciting.

As promised, here is all you ever needed or wanted to know about caramel macchiatos and white mochas!

This is a textbook caramel macchiato. It is the only drink we craft “upside down,” meaning the espresso is poured on top of the milk instead of the other way around.

To make one, begin with a little vanilla in your glass. Then, steam some milk and pour it in about two inches from the top of your glass. Add a quarter inch of foam (more or less to your preference) and add your espresso. Finish with a crosshatch pattern of caramel sauce and enjoy!

Meet Iced Venti White Mocha. He will be happy to be your taste buds’ friend if you would be so kind to follow this recipe:

Take some white mocha sauce (six pumps is standard for an iced venti) and add three shots of espresso. Mix the sauce with the espresso so when you take your first sip, you don’t get clumps of syrup overloading your senses (Hint: If you mix the espresso in while it’s still hot, it will blend much better with the syrup, making for a more well balanced drink). Add milk (any kind is fine) and ice. Top with some luscious whipped cream and enjoy!

Please forgive the lateness of this latest entry…I will be more on top of posting regularly from here on out, loyal coffee fanatics!

Why is DUMBO special?

I think it’s pretty fascinating and amazing that in such a large city, you can find such a small, tightly knit community. As I’m writing this, my seat is the concrete and my chair back is the outside wall of Starbucks. People pass by and I recognize nearly all of them. Even if I don’t, they will nod, acknowledge my presence, and even….smile.

Yes, DUMBO is a very atypical place in New York and I love it for that reason. A regular just walked by and gave me a high five. A Russian tourist just asked me for directions onto the Brooklyn Bridge. A fly keeps persistently flying around me. Well, the last part isn’t so great, but I’m glad I work in a community where people are meaningful to other people.

My break is over…I’ll post about the drinks later!

Some compliments, good news, and your first two featured drinks!

At Starbucks, it’s rare to get a compliment, much less a plethora of them in two days. Mostly, you just get many complaints and outbursts such as:

“Where’s MY DRINK?!”
or
“This tastes DISGUSTING!”

However, yesterday was different. Our afternoon crew was praised for our friendliness and a few people commented on how much they enjoyed our service. This is a very welcome change and we can all breathe a sigh of relief, even if it’s only a very small one. See, our customer satisfaction percentages are not all they should be. Nevertheless, climbing from 47% to 51% to 55% is better than getting worse or even staying the same.

Despite these dismal numbers, I received a much welcome piece of news yesterday: I am finally being promoted to shift supervisor. After over a year of being told there was no room for promotion, there finally is, as Bianca accepted a full time position at a hospital. This means that your very own BaristaJim will be ShiftSupervisorJim, although I don’t think that flows as smoothly.

And now, as promised, here are your two featured drinks. The first was declared the “Drink of the Summer,” as it has seen an incredible spike in popularity since last year. The second drink is rich, indulgent chocolate delight.

(image from Starbucks.com)

Blogging world, meet Green Iced Tea. Green Iced Tea, this is your adoring public.

Green Iced Tea is our best selling tea. It has a light, smooth body with a relaxed, minty flavor. It loves to be shaken with lemonade and is tasty either sweetened or unsweetened. Here’s Mr. Green Iced Tea’s recipe:
1 part concentrated iced tea (natural brewed fresh throughout the day)
1 part water or lemonade
1 level scoop of ice

The iced tea is then vigorously shaken and poured into a cup the size of your choice, ready to be enjoyed.

The second drink I’d like to introduce you to is the cafe mocha, more commonly referred to as just “mocha.”

Mochas are simple, yet decadent drinks. The dark chocolate mixes very well with espresso, leaving the drinker with a morning, afternoon, or nighttime treat. Hot or iced, many people choose mocha as their drink of choice daily.

How a hot Grande Cafe Mocha is made (steps are in order):

4 pumps of mocha sauce (prepared fresh every single day)
2 shots of espresso
Steamed 2% milk
1/4 inch of whipped cream

These are your delicious delights for today. Next blog: Caramel Macchiatos and White Mochas!

This and that…

The past few days have been a whirlwind. I’ve been running from work to college finals and back to work again. There are a couple of stories worth mentioning though.

The first took place three days ago when I was asked what kind of breakfast sandwiches we had. The openers had forgotten to put out the sign listing the various morning delicacies, so I slid it in and began explaining which sandwiches were which (let’s suppose the man’s name is Brad).

Me: “Well, sir, we have bacon and ham artisan rolls, spinach feta wraps, and piadinis. The only thing we’re out of is the reduced fat turkey bacon.”

Brad: “Eh?”

Me: “The reduced fat turkey bacon…it’s the only thing we don’t have.”

Brad: “Soooo, what about this turkey bacon? Do you have that?”

It’s very hard to hold back a face sometimes, but I’ve gotten pretty good at it over the past 18 months. Another such notable exchange took place on Thursday night, five minutes before I scurried away to the last in-class final of my collegiate life.

I was on bar and was called an iced solo macchiato (espresso macchiatos are very different from caramel macchiatos…they are made with just espresso and foam). When the woman who ordered it walked up to the bar, I asked her if she just wanted espresso and milk since it was iced, or if she wanted some foam on top of the ice (something that, in my opinion, makes for a very excellent contrast). However, instead of answering my question, the woman (let’s name her Danielle) picked up a venti caramel frappuccino and asked if it was her macchiato.

Me: “No, I’m sorry…that’s a caramel frappuccino. A macchiato is espresso with foam.”

*Danielle picks up the frappuccino again*

D: “This is my macchiato?”

Me: “No, maam. A macchiato is espresso with foam. That is a caramel frappuccino. That drink is like a smoothie…it’s blended with ice.”

*Danielle looks very perplexed*

D: “Oh…so this isn’t my macchiato?”

Me: “No. Did you want a frappuccino?”

D: “Uh…I guess. Sure, I’ll try one of those.”

Two final things: one is a future plan for the next few entries into this blog, the other is a quote from my fiance.

I am planning on writing some insight into the world of Starbucks after realizing just how clueless about it I was before I began working there. I hadn’t the faintest notion of what a cafe mocha was, was clueless as to how to tell the difference between a cappuccino and a latte, and certainly didn’t know it was possible to order the thirteen word drink “Iced Half-Caff Triple Grande Five Pump Cinnamon Dolce Breve With Whip Red Eye. Thus, I will explain a few things in the language of the people…a “Starbucks Simplified” handbook, if you will.

As for the quote, it came after sending a picture or two of myself drinking my morning chottie.

“I’d like my coffee with an extra shot of frantic love, please.”

Go ahead and poke fun at us, but even our love is coffee infused 🙂

We failed this morning.

We were the pig in the slaughterhouse, the fish who swallowed the hook, the emperor with no clothes…..and we had to utter the five words that plague all barista’s dreams: We are out of coffee.

You see, Starbucks’ corporate offices recently decided to implement a new brewing strategy that would virtually eliminate all possibility of running out of regular, bold, or decaffeinated coffee. Essentially, the innovation is a bright idea based on a rotation of urns with a new type of coffee being brewed every eight minutes. However, what this new system doesn’t fully take into account are the variations in demand for coffee during the morning rush. Thus, by the time it’s decaf’s turn to be brewed, we’re already out of regular, and any sidestepping of the new strategy throws the rhythm completely out of sync. Apparently, there are still some kinks to be worked out with the new method of brewing, but we’ll get it down soon, I assure you. A side note for all you coffee experts: there will be a subtle freshness added to the flavor of our coffee, as it is now freshly ground before each batch rather than all at once in the morning.

The details above lead me to recount a customer interaction I had this morning while on register around 9 a.m., smack dab in the middle of our busiest time.

A semi-regular customer (let’s name him Phil) walks up to me and asks for a grande Pike Place. Apologizing, I inform him we are clean out of regular coffee and ask if he wouldn’t mind waiting a few minutes for it. Phil begrudgingly mumbles an assent and once again buries his head into his Blackberry. Hating to not have coffee available, I tell Phil that he can have his morning brew for free in exchange for his waiting. However, this seems to vex Phil all the more and, without a word to me, he leaves, complaining to Amanda (a fellow barista) that the story is always the same in DUMBO Starbucks.

Phil, I’m sorry we ran out of coffee this morning. I promise you we’ll amend this new brewing system until your ears never have to hear the words “We are out of coffee” again.

In other news, I redecorated my hat…it was looking a bit grungy.

Rwanda is delicious…I’ll review it sometime very soon.

Spread the word! 🙂

Who can resist?

The “Chottie”

My beloved caffeine enamored friends, it is time to introduce the chottie, the delectable drink pictured above (which, coincidentally, was quickly consumed by me this morning). The idea of the chottie was born on one of our monthly customer satisfaction reports when we read the comments left by an apparently satisfied customer.

The transcript is recorded as follows:

Question: “What was your favorite thing about this visit to Starbucks?”

Respondent: “That I went in for a vanilla bean drink and left out with a special hot chottie.”

Immediately upon reading these words, several questions came to mind. Why is it a good thing that this customer left with a drink other than the one he or she wanted? I suppose a barista might have convinced them to purchase something different, but even if this is true, it is impossible to ignore the next two queries: What is a hot chottie and why is it special?

Not being able to sufficiently explain either of these, a few of my fellow partners and I decided that a chottie should be anything the maker of the drink wants it to be. Thus, if I’m thirsty for something delicious, I’ll ask the barista on bar to make me either a special hot chottie or a special iced chottie.

And you know what? It’s always good. Maybe this mystery customer was on to something after all…