Coffee Culture
What are the steps to a coffee tasting?
Smell, Slurp, Locate, Describe
What are our 3 basic service expectations?
welcome with a smile, learn names and orders, thank with eye contact.
What are our main points of connection?
everywhere in the store, in every position
What position should the playcaller be in at any day part?
the playcaller position or customer support
What is the call out procedure?
1. call the store as soon as you know you can't come in (at least 3 hours before shift)
2. call Josie, not text.
What are the two newest blends Starbucks offers? (one released 2024, one released later this month)
Sunsera Blend and 1971 roast
How can you learn names and orders while on Customer Support or at drive - thru?
introduce yourself, ask them their name, look when you scan their app.
A customer looks at their drink confused, what do you do?
make eye contact, ask if everything looks right, offer to remake the drink or something else if they don't like it, connect with them to ensure the newly made drink tastes right.
Who should be providing coaching to the partners on the floor?
everyone
What are expectations around the apron?
you wear a clean apron every shift.
your apron is taken home at the end of every shift.
it is tied in the front, not folded.
it is worn with a nametag on the left corner
If a customer wanted an earthy and herbal coffee with complex flavors, what would you recommend?
sumatra, komodo dragon
what is our customer promise?
serve the worlds finest coffee, with a moment of connection
Who should not be actively wearing a headset?
DTW, cafe/mobile bar, the customer support when in the lobby, ANY barista that is actively speaking face to face to a customer.
What do you do if you do not know how to do something that was assigned by the playcaller?
use your resources app or green dot assist, if further instruction is needed, ask a peer or the shift supervisor.
When not serving customers, what should you be doing?
operation station cards found in each station, disruptive tasks when assigned by the playcaller
What are the three coffee processing methods?
washed, semi washed, sun dried
what is our customer service standard?
we warmly acknowledge every customer, engage with kindness, and make every moment right.
When a customer brings a concern to the bar partner, who's job is it to connect and fix the situation with that customer?
the bar partner should address it to the best of their ability immediately, involve a supervisor if they are unable to resolve or need support.
How do we verify operation station cards have been completed?
the barista lets the supervisor know, the supervisor physically goes to see that the task has been completed satisfactorily, the supervisor checks off the task in the clean safe and ready verification.
Where can you find the pars for all prep items?
on the "preps" operation station card that is on the side of the vertica.
What non coffee drink can you used to help develop an understanding of the body during a tasting?
non fat milk and whole milk
what is our company mission statement?
To be the premier purveyor of the finest coffee in the world, inspiring and nurturing the human spirit- one person, one cup, and one neighborhood at a time.
How often should we be looking up from a production position to acknowledge a customer?
every time you touch a cup or hear a greeting.
coaching provided, shoulder to shoulder work if necessary, partner sent home, documented in mydaily for Josie to follow up.
1. check and stock condiment bar, including checking time on the carafes, and cleaning the rings around the trash chute.
2. maintain cafe and patio, including greeting and connecting with customers in the lobby at tables
3. check and stock restrooms, including cleaning the walls and base of toilets
4. finish, reset timer, continue customer support cycle or deployed routine.