Starbucks' Misplaced Improvement Effort
- They don’t ask my name anymore when I order. I just order. The new employees aren’t learning my name. They aren’t my friends, and aren’t becoming so. They also don’t know my drink, which is even worse.
- My drink doesn’t get started until after I pay. Sometimes the person making drinks is literally idle because the cashier has gotten behind. The barista behind the espresso machine no longer jumps the line by making regulars’ drinks in advance.
- I spend an extra 5 minutes in the store on average. It is no longer a quick stop for me on the way to work – its an expensive distraction from getting started with my day.