Originally published February 26, 2008 at 12:00 AM | Page modified February 27, 2008 at 3:12 PM
Starbucks retraining goes down smoothly
It would be hard to guess which part of Tuesday night's retraining session was more fun for the baristas who work at the Starbucks atop...
Seattle Times business reporter
ELAINE THOMPSON / AP
Baristas crowd together as they make espresso drinks for an overflowing crowd at Caffe Vita Coffee Roasting Co. Tuesday in Seattle. The small chain, with four shops in Seattle, was giving away free espresso drinks while the world's largest gourmet coffee retailer closed for three-hour nationwide for training sessions earlier tonight.
It would be hard to guess which part of Tuesday night's retraining session was more fun for the baristas who work at the Starbucks atop Queen Anne.
They pulled espresso shots, foamed milk and wrote drink orders on the sides of cups — all part of a regular workday for baristas. But during Tuesday's three-hour session, they examined their work from many angles and laughed a lot.
"I'm sweet and bubbly, like my foam," joked Annie Snyder, a supervisor, when it was her turn to foam milk. A co-worker retorted, "That's better than being dense and creamy."
They were among 135,000 Starbucks employees retrained at 7,100 U.S. Starbucks stores from 6 to 9 p.m. on Tuesday, part of Howard Schultz's plan to improve the company's U.S. sales and stock price.
Starbucks will not say how much the training cost, but the company has gotten priceless publicity for this and other moves since Schultz reclaimed the job of chief executive last month.
Newspapers and broadcasters nationwide made a huge deal out of Starbucks' decision last month to test $1 drip coffee — a roughly 50-cent discount — at some Seattle-area stores.
Baristas started moving customers out at 5:30 p.m., but those on Queen Anne could walk across the street to get a fix at Peet's Coffee & Tea or Tully's Coffee.
Another half-block farther and they could order a Starbucks drink until 7:30 p.m., when the shop inside Safeway closed. Employees will be trained later at 4,000-odd U.S. stores that are licensed to do business with Starbucks in supermarkets, airports and elsewhere.
A TV crew stood outside the locked doors of the Queen Anne store getting footage of employees inside and a sign on the door that read, "We're taking time to perfect our art of espresso."
Inside, more than 20 Starbucks employees, including people from its Seattle headquarters office, talked about coffee and customer service.
"The perfect espresso is like honey pouring from a spring," a video message told employees.
When the video demonstrated improper milk foaming with big, noisy bubbles, one barista lamented, "That's sooo sad."
![]()
They talked as a group and split into teams that moved around the store practicing making drinks and role-playing customer interactions. Several times, employees said they wanted to have the same warm relationship with customers that they have with each other.
They seemed to appreciate the training, both for camaraderie and what they learned.
"I like that we all came together at one time," Snyder told her co-workers. "Now we're at the same point and we're not going to say, 'It just works easier for me if I steam my milk this way.' "
They also like that Starbucks seems to be focusing more on drink quality than speed.
"That's not to say that speed's not important but, yeah, we have to refocus," manager Kelli Heigh-Foster told the group.
Starbucks has not fundamentally changed the way it makes drinks, although the training covered a few tweaks since Schultz became CEO again: Never re-steam milk, use shot glasses rather than pouring espresso directly into a cup, and pour double shots for better flavor even when only one shot is needed.
"If that beverage is not good enough, please pour it out," Schultz told them in a video clip. "Let's measure our actions by that perfect shot of espresso."
Melissa Allison: 206-464-3312 or mallison@seattletimes.com
Copyright © 2008 The Seattle Times Company
Washington state wines make annual best-of list
Cool yule buzz on the latest in gift gear for your nerd
BofA moves to take control of Mastro building in Fremont
Nonprofits get creative using Twitter and Facebook to make donation easier
Busy week of IPOs sets stage for strong year ahead

LA Galaxy's David Beckham
Los Angeles Galaxy's David Beckham talks about the upcoming MLS Cup final during after a team practice.
nwjobs

Post a comment

Michelle Goodman blogs about work/life balance.
How to tell your office you're gravely ill
Post a comment
nwautos

Choosing a new sedan? Weigh the impact of your choice on your wallet and on the planet.
Post a comment
- Monfort fired after excellent worker turned unreliable
- Sentence request for US woman in Italy murder case
- Boeing facility death was suicide
- 31 years for man who killed girlfriend, then lit cigarette and waited for police
- Swedish threatens to end Regence BlueShield's contract
- Man falls 8 stories, suffers minor injuries
- Mariners Blog | A Mariners-Tigers swap makes a whole lot of sense for both teams
- Mariners Blog | Window of exclusivity shutting on Mariners where Russell Branyan, other free agents are concerned
- 2010 county budget cuts services, 311 jobs
- Glass half full for Microsoft shareholders
- State's projected budget shortfall exceeds $2 billion
254 - What climate-change deniers really believe (and why they're wrong)
188 - Swedish threatens to end Regence BlueShield's contract
170 - Senate Democrats want to tax nips and tucks
121 - Italian prosecutors wrap up in Knox murder trial
107 - A Mariners-Tigers swap makes a whole lot of sense for both teams
79 - Man sentenced to 31 years in prison in girlfriend's slaying on I-5
68 - 2010 county budget cuts services, 311 jobs
65 - Monfort fired after excellent worker turned unreliable
65 - Boeing breaks ground for historic SC plant
62
- Swedish threatens to end Regence BlueShield's contract
- Recipes: Sesame Pork Roast, Sour Cream Mashed Potatoes, Gingerbread with Lemon Sauce and more
- It's possible to recover a life lost to hoarding
- Seattle industrial artist Rusty Oliver is the man behind 'Smash Putt'
- Restaurant review | Artisanal at The Bravern shows French flair in delicious style
- Peruvian police: Gang killed people for their fat
- $335 million in education grants
- Monfort fired after excellent worker turned unreliable
- Boeing facility death was suicide
- Nepal mass animal sacrifice festival to go ahead








