Starbucks Coffee

PPR is swill! Dunkin' Donuts double blind taste test more than demonstrated this. Trying to force PPR down your customers throats is driving large numbers of former Starbucks customers to your competitors. This is in turn causing Starbucks same-store sales (and therefore overall sales and profits) to drop. Rich, bold dark roast coffee made Starbucks what it was. Today it is nothing (stock at $10.00).

Pikes Puke is not the only recent marketing blunder that is destroying Starbucks. Non-free wifi, no express coffee/tea lines, dribble cups that soil customers clothes and cars, stale food offerings, caustic employee service, etc. The list goes on. All of this points to misguided and incompetent corporate management. Top-level down change is required. Otherwise Starbucks will stagger and fail under the weight of its own incompetence.

I appreciate the difficulty of brewing fresh a large variety of coffee blends.   Starbucks bought a coffee chain in Boston that had large selection of coffees and teas ( maybe 20 varieties ), and brewed each variety in a Melior French coffee press individually.   This chain was called Coffee Connection.    While this may not suit  the take-away market, cause the customer has to wait a minute while the coffee brews.     It really appeals to the customer who likes particular blends and enjoys the variety of coffees.  

Would you consider brewing a wider variety of bold coffees in smaller batches.

I recommend that every store brew 3 types of coffee everyday, - medium, bold and decafe.  Please post that on the board.  I do not like the idea that when you order a cup of coffee Barista assume to give you a Pike place.  I think a lot of customers do not know they have a choice and they do not explore bold or other type of options.   I truly believe real coffee drinkers do not like Pike place.  It's weak.  Peets brew even bolder coffee and no one complains.  It's because they brew good coffee.  My recommendation is to make sure people who like bold coffee can really get bold coffee and that's what make starbucks on the same level as Peets... not Dunkin Dounts.

It sounds like a big waste to see coffee down the drain everey 30 minutes.  I see Barista doing that often.  I think if you do not offer bold coffee in the afternoon, you should provide customer an option of Americano and charge them the same price as a regular cup of coffee?  

I think Pike place roast will do a lot better in taste if it is a medium roast instead of a light roast, but that's just my personal taste.  I never order Pike place roast.  

Ohh there's Matt!

Matt and MSI staffers, I have an opinion about this but unfortunantly you guys have been proving that you don't want to converse with MSI posters. The just "ask the store manager" line is beyond irritating! Also, look through IIA and you will see that posters are commenting but not much conversing with you.

So, are you really ready to converse?

How about staggering the bold batches as well as smaller quanties.

Say two or three  10 cup bold brews started 15-20 minutes apart.

I think the ideal solution would be a machine with 4 filters and 4 5-10 cup tanks that could start a new small batch every 10-15 minutes. There would always be a fresh cup and if any waste would be dramatically reduced.

It would be amazing if  you could make is hold up to 4 different kinds of beans and grind them automatically. Nothing as fancy as clover. Just basic drip coffee.

UrbanVoy,

I love your idea!!!  Yes, make smaller batches coffee and have more types of coffee availble.  Use a special coffee makers that automatically brew coffee when the coffee is low.   I often see Barista manually brewing coffee.  If you can automate the espresso machine, how about a one touch brew coffee machine?  With beans on the top of the brewing machine and grind it every 10 minutes and brew the small batch coffee with aroma spread into the air much more frequently.  This is much better than having employee scooping the coffee from a jar that was grind like a day ago....  NOT FRESH!!!  

Toatally agreeing with the CLOVER idea.  Why spend so much money on the Clover machines?  Why not fix your drip machines so it automatically grind, drip and serve fresh every 10 minutes with smaller batches so each store can have more coffee choices with less employee manually brewing...

I have two comments.  The first is with regard to an express coffee line for those who just want black coffee---yesterday, I waited in line for 8 minutes at 7:30 am just to get a cup of black coffee!  If you can't have an express line (which I've suggested before and I know others have, too), then why not have the barrista call out, when there is a long line, "does anyone want just black coffee?"  In comparison, I went to McDonalds this morning to get coffee because I couldn't afford to wait 8 minutes for a simple cup of coffee---I was in a long line in the drive-thru, but it moved very well--from the time I got into the line until I had my cup of hot coffee was 1 minute!  

My second comment is with regard to the different types of coffee not being brewed all day---again, I'll talk about another restaurant that also serves coffee---Einstein Bagels offers 4 or 5 different types of coffee that you can get yourself after paying for a cup---the coffee is always fresh and hot and you don't have to wait in a line to get it---you can even get a "refill" price if you bring your own mug---something that Starbucks does not do, from what I'm told.  So, why not brew up smaller sized pots of coffee instead of the large ones and offer 4 or 5 varieties---the folks who love their coffee with pumps and non-fat......don't taste the coffee anyway.  thanks for listening!

I know I have said this many times but PPR needs to be dumped or rotated.

One thing that I have always loved about SB is the rotating coffees. That is how I tried most of them. Sumatra one week verona the next and sidamo the week after. I love that!!

So, why don't you rotate decaf, mild and bold?

I really like that small batch idea. Not a Clover just small batches of coffees.

Hey Matt, FYI the site hasn't frozen on me since the update. YAY!

I also prefer the bold brew to the PPR - but can understand later in the day there may not be much demand as in the morning.   I have to say brewing smaller batches in the afternoon would be a valid option.  Though, I think if to brew multiple varieties of bold could also be wasteful.  Stick to one bold pick in the afternoon, but in a smaller batch!

French presses would be ok too, but keep in mind that some customers are probably on their way to a afternoon or night shift and could be just as much in a hurry as us morning commuters!

I'm not sure why it is when I go in the store they can have both PP, decaf and a bold in the morning, and not in the afternoon.  Is wast the only reason they do not offer the same options in the afternoon?  If so, I would think the recommendation to make smaller quantities would be an easy solution.  Normally I am in the store a little before 8 am, but today I went in afternoon and you would have thought I asked for the keys to the safe when I wanted something other than Pike Place.  Maybe I just need to look for another coffee shop - today was just pretty frustrating.

I think that much of our problem can be solved with small changes to the menu signage.  I would state on the menu that the bold/3rd option is available until 5pm and "by request" after 5pm.  The "by request" lets the customer know results won't be instantaneous, and it also works to stopgap any barista/customer haggling.

The more bold we brew, we should ramp down our brewing of Pike Place.  Push for cost savings by cutting down to 1/4 batches of each.  Offer every customer a choice in coffees until 5pm, and incorporate educational signage right on the brewer or at the POS giving the key terms for each coffee.  If we talk up the bold, we'll sell the bold, and we won't need to go through so much of the Pike Place.  Baristas shouldn't assume the customer wants Pike unless its after 5.

After 5pm there should be either a prepped French Press or 1/4 batch coffee at the ready for customer requests.  It should not take more than 5 minutes to get the customer their coffee and on their way.  Encourage "on the go" customers to call us in advance.  We're happy to accommodate them.

Thoughts?

I'd also like a better name for "Morning Pick," like "Featured Blend" -- and I would widen it to include all promo and core coffees we can successfully offer at high roast volumes.   Not all of our coffees meet that criteria, and that's a good thing! :)

Pike Place Roast was launched on April 8, 2008.  At first it was a war getting a cup of coffee, though really, the situation has definitely improved in Seattle (though not perfect).

Having said that, here’s my two-cents based upon my personal experiences/random thoughts over the past 6 months:

*** Hold times:    I don’t really understand why there’s no room for compromise on the hold times of the bold brew coffee. For years and year the hold time of the coffees was one hour, and it’s only recently that it switched to a 30 minute hold time.  What about a compromise of a 45 minute hold time on all the bold coffees after noon?  If Starbucks could one minute decide to use shot glasses, and next minute the message is “oops no” why no be flexible here too?  I would think that a  45 minute hold time would cut down on *some* waste.

*** Arguing:   Please don’t argue with me.  Don’t make me get into a wrestling match with you over a cup of coffee.  Don’t make me feel like “you’re doing me a favor”  by opening a bag of Verona, and brewing a small ¼ batch of coffee.  What’s really nuts are the baristas who will argue with longer about the coffee than it would actually take to just brew a batch.

*** The Joy of Espresso Roast:    From the seen-heard-said-files at a Starbucks near you:  I’ve definitely had this exchange with baristas before:

Melody: “I’d like drip bold coffee.”

Barista:  “We stop brewing bold at noon.”

Melody:  “Well, I’d really like drip bold coffee.”

Barista:  “We’re all out.   We stop brewing bold at noon.”

Melody:  “You can’t be all out of coffee. You’re in a store full of coffee.”  (by now 4 people are behind me in line)

Barista:  “How about an Americano? French Press.”

Melody:  “No.  I’d like for you to brew me some bold coffee. How about you brew up a batch Espresso Roast for me? You DO know that Espresso Roast makes a wonderful drip coffee.”

Barista:  “Oh”

At this point, there’s almost always a pause in the conversation when the barista realizes that he or she doesn’t even need to break open a sacred bag of flavor lock coffee (though I think they should, if it’s the only thing that will work in the situation) and that they can brew some bold coffee.

Finally, the barista says “yes”

I’ve never understood why baristas don’t often think of offering up  a batch of Espresso Roast.  In fact, even back in the day when coffees were rotated, it was rarely brewed as the coffee of the day.  Not sure why.  But obviously you’ve got to crack open those huge bullets of Espresso Roast for the hoppers, so why not use a little of that to satisfy your bold coffee lovers?  It’s an idea.

***   More Clovers:  I actually oppose Starbucks launching too many of these machines because I believe there’s no way to do the amazing high quality coffee offerings on the massive of scale of like 10,000 stores, and given that the price point is very high for just a cup of black coffee, I don’t think the Clover is suited for every market.

You could put some Clovers in stores that do NOT or never will get the small batch coffees.  After all, you can put any Starbucks coffee through the Clover.  Granted, some really change their flavor profile in a Clover, but for example, Organic Serena is amazing in the Clover.  Verona, oddly, tastes muddier and not so great in a Clover.  Komodo Dragon is not bad in a Clover.  Sumatra is wonderful all the time, no matter what.

Just another compromise idea.

Take what you want to out of this post …

Downtown Seattle Melody

I do not mean to offend Tricia and her valuable team, but, quite frankly, we missed the mark with New Coke, I mean Pikes Place. Was it tested in the afternoon in Chgo or Seattle? Was the testing only done during the commuter rush? Starbucks has a coffee to suit that everyday taste, Gold Coast, and it's genuine enough for the true Starbucks drinkers as well.

Run Gold Coast all day and use you 3rd pot in the afternnon to rotate, Kenya, Sumatra, Estima and Italian just as in the past.

At a set time in the early evening brew the black apron or whatever the "featured" coffee or blend is.

If you want to be really slick, when you serve the Gold Coast just keep calling it Pikes Place and the hockey moms will never know the difference!

please correct me if i am wrong .(please see your coffee and tea resource manule ).... PIKE PLACE ROAST is classified as .........................."""B O L D """ .....  ... other than that I pretty much agree with the masses .. pike place just isn't that good ...i think  you can brew a paticular coffee all day everyday ... just not pike roast ..the coffee of the week was great ....oh I got it .... really it just came to me ....... brew pike roast as the second option ...everyday .. and stop brewing it at noon ..that way you still have it .. (and don't look so silly ) ... but the customers ..get what they want ..ask the customers in a survey if they like the pike roast ...invest in it ..you closed all stores to retrain and now there is no shot glasses ... invest and have a person stand in line at every store and ask the people ..do they like it ...and when you find out they don't then stop selling it  or make it secondary to the coffee of the week .....

whew .. thanks alot ..

The reason that there is so much more waste of coffee in the afternoon, is that there are so fewer drip coffee drinkers.  From about 6:30 am to 10 am, four brewers are being rotated constantly, just to barely keep up with the demand for coffee.  After ten, it dramatically drops, to maybe four cups an hour.  If we're lucky, we might sell six.  Also, Pike IS  medium roast, not a light.  The only mild that is offered anymore is Breakfast Blend.  As a milder coffee drinker, I appreciate the change.  Frankly, a lot of the coffees were just too dark for me, and I used to never enjoy drinking coffee after the mild stopped in the morning.  As such, I understand why the dark roast drinkers would be frustrated now.  Perhaps a compromise?  Maybe alternate the days that we brew medium all day, or maybe designate stores to be dark roast or a medium roast store.  That way, at least you'd know what you were getting when you walked in, and could plan to go to a location (just down the street!) where they had what you were looking for.

I was just looking at Starbucks.com and came across something that should be happening........

/Quote/ The bottom line We always figured that putting people before products just made good common sense. /Quote/

www.starbucks.com/aboutus

About the hold times, I can tell the differance between fresh brewed, 30, 45 and so on. I think 30 minutes in reasonable.

Definitely decaf, mild/med and bold need to be brewed all day. So, I am interested in that small batch idea. Not a Clover just small batches.  

   * We want to minimize waste—we can’t brew every kind of coffee all day long.

We have never expected you to do this, that would be absurd.

   * Most stores can brew up to three coffees at one time.

Then why can't I get a bold in the afternoon, regular or decaf?

   * One of our brewers must serve decaffeinated coffee throughout the day.

   * We need to please BOTH the people who enjoy Pike Place™ Roast as well as those who want more variety and other flavor profiles.

The 30 minute hold is needed in my estimation for PP. At or just before that time, It is at its very worst. I enjoy it only when freshly brewed. Try adding a fourth machine so there can be a bold for decaf and regular coffee and go back to longer hold times for these. Let customers know what is being brewed besides PP including at the drive through. Pleasing me, a regular twice or three times a day customer is what your mission should be. If folks like me stop coming, you will be in deep trouble.

   * Having the customer’s preferred coffee “at the ready” or with minimal wait times is key.

When a barista asks if I want a French press, I usually say no as it takes them away from serving others in line. This should not be the answer to the folks who want other than PP. Surely you must be concerned with productivity.

I really am a fan of Starbucks. It just seems like the folks at corporate are not in touch with real customer wants. Three years ago things were working well. That was not long ago. What changed?

Thanks for asking. Looking forward to a dialog ;-)

I understand the difficulty in brewing many different blends, however, Starbucks is a coffee shop, and therefore should focus on that.  Serving only one variety of coffee after 12pm is not doing that. I agree with the ideas of brewing smaller batches.  I would have 4 machines going- one for Pikes or another mild/med blend, one for the mild/med decaf, and the others for a variety of bolds.  This way, you will satisfy everyone, and not alienate the core customers who made Starbucks what it is today.

keep the coffees you are comfortable with on hand at all times and figure out how to brew a bold one cup at a time in 30 seconds to one minute. don't alienate any (more) of your customers, find a solution to the problem.

why are decaf drinkers more important to you than bold drinkers that they must have a brew ready at all times?? do your sales numbers actually support this?

it drives me crazy when i go to one of your store in the morning between 7:00 and 8:00 and there is no bold coffee or worse, no coffee at all and they ask me to wait several minutes. figuring out how to brew a single cup fast means this problem would also be solved.

if you are truly concerned about waste, stop people from needing to pour out coffee into the garbage because you overfill their cup. measure the amount coming through the tap so i can tell you i want 1 oz less than full etc.

I think the best solution to this problem is to really just go back to the old way of serving coffee and keep the pike instead of the mild. We can brew decaf and regular pike all day long, and just brew a bold until a later time in the day. I know that 2:00pm used to be the earliest cut of time.  Basically if the bold coffee cut of time was later, more people would be happy.

There are too many comments on this to assume mine is significant. Compromise is definitely key. But so is business. So where is the balance? I like my Starbucks. No one wants it gone. But the guidelines said most stores can brew 3 kinds of coffee...one which must brew decaf. So now were left with two. A large amount of people love Pikes Place. So now were left with one... it doesnt seem so difficult when you break it down. But I am no Starbucks Director.  People who love Starbucks will always love it. Compromise and rotate, bend over backwards for the customer. We give you a ridiculous amount of money for a cup of coffee, especially when we have to throw a fit to get it made right. Give us something else new why dont you?

How about letting the customers of each store decide.  At my store, for instance, people ask for the Morning Pick all day long.  They don't like PPR.  The store eight miles up the road, however, can't brew it fast enough.  Offer Decaf Pike all day, every day but let the store managers decide which regular to keep brewed all day.  Each store has it's own "personality" that is connected to the customers.  So, why not let them decide what they want "Their" store to brew?

To jjddrr

"why are decaf drinkers more important to you than bold drinkers that they must have a brew ready at all times?? do your sales numbers actually support this?"

No one said that decaf drinkers are more important than bold drinkers.  There are quite a lot of people who have specific health care issues and have to drink  decaf.  Just because caffeine is harmful to those people, doesn't mean that they can't enjoy a good cup of coffee.

My thoughts are pretty simple in regards to the updated brewing system.  First of all, Pike Place is simply not good.  As a coffee master, I can pretty much taste and appreciate aspects of all coffees, even the watery crap at IHOP.  Pike Place is worse than IHOP's watery crap.   I like coffee black, some varieties with cream, and if its kinda gross, a sugar packet can usually fix it.  Not Pike Place.  

The second thing I want to mention is that since the brewers were recalibrated, we don't get as much coffee out of a quarter batch as before.  So, when its a slow period and you don't want to waste a half batch so you brew a quarter, invariably it is not enough.  Example:  2 customers walk into a starbucks, and both order a venti drip, no room.  One of them is dissappointed...because you only get 2 grandes out of a quarter batch.   so now they have to wait.  In fact, we are always telling people that they are going to have to wait, because the coffee ran out, or the timer went off and we have to dump a whole pot and brew more.  I try my hardest to "never let the coffee drop" by brewing back up pots 5 minutes before the timer goes off, but I can't sit next to the brewer all day, and neither can my baristas.   With all of the demands we face daily, shouldn't it be a little easier to serve a quality coffee (ie. NOT pike place) without dumping it every 30 minutes?

Hello Matt, Before posting a comment here I went to several chain and independent coffee houses to see how they are able to serve a variety of brewed coffee to their patrons each and every day. I think the key here is not a  "brewing" issue but a "holding" issue. I've learned that there a several ways to "hold" coffee.... air pots and soft heat warmers.  At the very least you should be able to serve PP/PP decaf and a "bold"/"bold decaf". That is only four coffee's each day. Not that much to ask from a company who's middle name is "coffee".

With that being said..... I still think Pike Place Sucks and should be removed from $tarbucks entirely. Amongst the people I talk "coffee" with, employee's at $tarbucks and voices on web sites, all whom detest Pike Puke;  I just can't believe $tarbucks stands by this coffee. It's a horrible, weak, bitter tasting swill. It's cheap, cheap, cheap. $tarbucks knows it and the customers know it. All $tarbucks has done is ruin their reputation with this crap. $tarbucks didn't build it's business with a "consistent" brew each day. $tarbucks went 25 + years serving the coffee it did and all of a sudden it's bad for business. Matt you, I, and the rest of us here on MSI knows this is bull****. Do the "execs" that sit over at SSC drink this crap. I don't think so.

Comment above from "Breve".

Is Pike Place really that popular - or is this marketing spin on something that wasn't so successful?  You're right - it generates a lot of talk on this board; enough to question your comments about it being such a huge success.  Yes, you mentioned there were some drawbacks but you overall make it sound like a huge winner.

Why not stop PP every day and start rotating the bold again?  Judge the response.  PP can remain in the rotation.

What about allowing a French Press at the price of a venti, if bold isn't available after noon?  Doesn't satisfy the quickness of things.

Otherwise, it seems like you are back to PP, a bold and a decaf.

I found a store that is very busy and serves a bold after noon.  I go out of my way to stop there.  I understand the sales at this store can support it.

Also, I like the 30 minute brew time but don't notice much difference.  Perhaps 45 or 60 minutes is acceptable.

I'm another voice that does NOT like PP - I say this as it's my first time posting.

Pike Place's only purpose for me is when the Bold Blend is something totally undrinkable like Anniversary/Christmas/Holiday Blend or Sulawesi.    Instead of concentrating on coffee, we have gone off into the land of oatmeal. and $1.35 "TOP POT" donuts, besides all the other non-cofee stuff like the hot breakfast sandwiches which don't belong.

Mr. Schultz is in love with PPB, so I expect it to be around for awhile.

As there needs to be less waste, I recommend that at the end of the hold time, the coffee be placed in a carafe and taken around the store to customers to offer a free top off. This would be great for customer relations and eliminate the waste (which at times is considerable). I know I would appreciate such a gesture! Restaurants offer such service, why not Starbucks?

I am not sure that Starbucks can come up with an easy win-win solution (win for both Starbucks and its patrons). Let me explain.

For first half of my adult life I lived and traveled in Europe, Asia, and the Middle East. These are all areas that dirnk only strong coffee (Three years in Italy, Three in Japan, Two in Lorea, etc). When Starbucks started to appear in the mid 90's I welcomed it since I loved strong coffee. Not sure how many pre-Pike Place Roast people were in Starbucks because they liked the Bold or they liked coffee and its was Bold or Nothing. I doubt Starbucks has metrics on this though.

I think Starbucks needs to use some of the tools and Starbucks Card data and then do a survey. There are tens of thousands of Starbucks card users who have registered their cards. This has given you a wealth of data that can be mined as everything we buy and drink is recorded (what, when, where, etc). Besides mining the data you should use the registered card database to e-mail card users and gather opinions in a user satisfaction survey (Gartner Group has lots of data online on how to do this in a structured and meaningful way).

Ask questions about what we like and dislike. One thing I will think you will find is the vast majority of us think Pike Place pretty much sucks and I know its hard for anyone, to include Starbucks, to admit you might be wrong with this blend. There might be and should be a better coffe then what was come up with and instututionalized and this type of survey would either prove me and others out OR show us we are wrong.

Use the tools you have and talk to your most loyal users. You might be surprised what you get back.

There is a posting (on the partner site, I believe) with some great ideas that relate to this problem, including a 4-brewer system. The posting is titled "Reinvent / Redesign the Brewed Coffee Station - Set Partners Up For Successfully Delivering Quality Coffee to our Customers in an Efficient Manner"

Along with doing a survey of registered users I think Starbucks needs to do a "Gut Check" and determine if you should brew PP all day and Bold half day  OR  brew Bold all day and PP only half day. To be honest I dont see too many people in Starbucks in late afternoon or evening drinking brewed coffee all that much bold or PP (I am a two Dopio's man in the evening myself and wife is a classic Hot Chocolate) except when I was in the UK or Australia last year (funny thing about Australia was there seemed to be more Krispy Kremes then Starbucks, that was a surprise but alas I digress).  Like I said in my above post I am not sure there is a total win-win on this subject BUT these types of evaluations should be on-the-table. Make a survey and partner it with your Gold Card rollout since those have to be registered.

Just get rid of PPR.

Thanks for the nice summary Matt.

I haven't posted here for a while, nor really visited Starbucks much, because I have to drink decaf right now and PP is even worse in decaf than in regular. I would urge you to offer the bold blends in decaf too--all day, every day. If you have to make smaller batches,  it means less waste and fresher coffees. Use the brewers to brew coffee, not to store it--it can be decanted into carafes as in smaller coffee shops. I like Melanie's idea of extending hold time and IanG's  idea of offering the older coffee to patrons rather than throwing it out.

But you have to have bold and bold decaf at all times--or rotate Pikes in and out (count me as one of many who'd like to see it go away permanently).

I have stayed away, not as a protest but because there isn't anything for me to drink any more. I can only imagine in this economy that the Pikes drinkers will be able to find similar coffees at any deli for 50cents. It is the bold drinkers--who Starbucks cast aside--who are the core customers you need to bring back.

I would ask SBUX to honestly look at this issue and honestly decide if they need to reverse their PPR decision, or find a better way to accommodate their distinctly different customer segments.  

Tricia writes:  Overall sales results have been positive.  Brewed coffee sales  increased after the launch, and many customers have told us that they are even more satisfied with our coffee since they started drinking it.  The fact that we make this coffee available all day, every day, has enabled us to deliver on the promise to offer an everyday blend.  It has also been a great in-store seller as a whole bean coffee for home brewing.

As someone trained as  a lawyer and someone who works in a corporate environment I see language like Tricia's and find all kinds of red flags.  What does "Positive" mean?  When you write "Brewed coffee sales  increased after the launch" it sounds as if the increase wasn't sustained.  Is PPR meeting your expectations now?  To be sure, there have to be some cost benefits of shipping 5lb bags of the same coffee day in and day out for store brewing, but from the customer perspective are you selling more?  Have you made more satisfied customers or do you have more dissatisfied customers as a result of this decision?  I know that Melody is certainly dissatisfied and she's exactly the type of customer you do not want to lose.

When Tricia writes that serving PPR "has enabled us to deliver on the promise to offer an everyday blend" I'm not sure what that means.  Did your customers really demand an everyday blend?  I know that many liked the "treasure-hunt" aspect of being surprised by different coffees each week.  

When I suggest that you honestly look into this one, I would suggest that you look into the reasons why this decision was made in the first place.  Obviously, those do not need to be shared with us, but I do think it is important to take a hard look at them.

Were you responding to increased competition?  Did the Consumer Reports taste test play a role in this decision?  Remember what happened to Coca-Cola when they blinked and changed their formula because their competitor was winning taste tests!

You'll be respected more if you admit that PPR isn't for everyone.  From my perspective, it appears that you've abandoned your core customers (those that like bold) in an attempt to reach those that aren't your core customer (but probably larger in number).  Those non-bold customers tend to prefer DD or McDs in taste tests.  Is this your new customer?  It may be your new segment opportunity but you shouldn't dismiss your core customer in an attempt to win over this segment.  

Another thought:  If you do have two different segments 1) those traditional core customers who love bold and 2) the "non bolds" that you want to make your customers because they are the largest opportunity segment for SBUX, perhaps you should look into your EXECUTION decisions and find ways to serve both.

For example:

Which segment would be more concerned about hold times?  Core/Bold or New/Mild?

If the one segment is less concerned about the hold times, fresh grinding, etc., then there may be a way to serve them that would allow you to better serve the other segment that is more concerned about the subtle details that improve the coffee experience.  For example, if one segment doesn't care so much about hold times, or is less concerned about "full service" perhaps you could offer self-serve carafes for those customers to fill their cups themselves.  Many places do this, including independents and Panera to name a couple.

I'm thinking your "one size fits all approach" isn't serving you well if what you're trying to do is to expand your reach beyond your core bold customers (I'm only talking about drip customers here).  Your bold customers will not abandon you for McDs or DD.  But to grow your drip business you do need a way to get McD or DD customers to switch to SBUX.    What is it that they're most interested in?  Taste, price and convenience would be my guess.  Is there a way to offer those customers drip coffee that satisfies their taste, price and convenience needs?  

I think you can do it and expand your reach, however alienating your core customers isn't the best approach.  

Brew bold all day, everyday.  Any bold is better than no bold at all.  

Heres an idea.Upon entering the site there was a question of the day poll.How about in this election year put it to the voters.Make a poll online with the question of how many sbx customers like bold coffees,and how many like ppr.I dont know the percentage of the posters on this site who have addressed this issue already ,but by my count it is signifigantly high with no result from corporate.I also think a poll should be taken as to what light or medium roast blend would your customers like to have as their all day blend.This should have been done shortly after you introduced ppr, instead of taking away "OUR" choice. thanks for the opportunity to voice my opinion.

I have an idea.....

If your concern is waste then can the partners sample out whatever is brewing? Then there is no waste and it gives partners a chance to connect with customers. I haven't seen sampling in a company owned store in a long time. On the other hand I see liscensed stores doing it alot.

I mean this with all respect.  My demeanor is hopefully coming across very calm and pleasant.  I am not angry, but this subject is now having a negative effect on my continued patronage.

Why are you asking us for ideas towards a solution?

Come on SBUX, admit you made a mistake.  You invested too much into PPR and now you are trying to salvage that which got you into a hole.

So you figured get us involved in finding a solution.  Is this really nothing more than a ruse to cover your mistake?

You apparently have already reduced service to those who enjoy the bolder drips.  You have done so by reducing the time in which those flavors are sold.  Right?  That's less service but at the same price.  In these economic times, is that fair?

This all started because of your introduction of PPR.  It is not tasty all all.   Now you ask us to help find a solution.  

Remember when they stopped making what is now called "Classic Coke"?!  They were brave enough to admit their mistake.

there are many places to get a weak, tasteless cup of coffee. the reason those of us who are passionate about this issue are is that the very thing that made us want to be starbuck's customers was that the coffee was rich, bold, and often varied. we can buy a coffee that does not meet these criteria anywhere. your success is based on the product that you offered more than anything else. it is admirable that you would like to expand into a different segment by catering to the masses who do not have the palate for more complicated tastes but you must do it without a hiccup to your core customers who made starbucks a successful company. my suggestion is to serve and price the pp as the commodity cup of coffee that you are using to win a new segment but never lose sight of what your "real" customers want. this is plainly obvious. people will complain while they think their voice might be heard but then they will just stop coming.

1.  Tell your retail staff, under no circumstances to try to convince the customer that Pike is a "bold".  This is still a problem in some stores.

2.  Brew a bold all day long, everywhere.  ROTATE IT, perhaps weekly?

You make such delicious BOLD coffees - the idea that all you serve is Pike after noon at most stores is tragic.

Introducing Pike was never the problem.  Eliminating bold after noon was a disaster, not simply because you took away something very special, but you took away YOUR SIGNATURE coffee.

Art

ps:  There is precedent for firms admitting a mistake, and getting good marketing traction out of it.  E.g. "New Coke".  You should squarely and publicly admit that Pike does not fit all tastes - beyond just this board.  Offer bold all day.  It's your signature.  Period.

I posted this on another thread, but how about switching around the way you treat Bold and PPR?

Why don't you make PPR your "morning brew" and make your rotating Bold options your all day offering?

Since92, I like that idea!

Matt and crew, something needs to be done stat!! Are you 'Starbucks Coffee' or 'Starbucks Coffee But We Love Messing With Our Customers'?

See my post on your Bring Back Bold thread!

In terms of my own personal tastes, I absolutely detest Pikes Place Roast (PPR).  That's not to say others shouldn't be allowed to enjoy it, though.  In my experience, however, when I visit retail Starbucks locations (and I visit many, many different ones), the people behind the counter really don't know how to handle customers who would rather have a bolder coffee instead of PPR.  There seems to be no consistent store-wide policy on this issue.  Each store seems to decide how it wishes to handle brewing.  Some offer bold choices only until noon; Some offer them all day.  Some offer bold only on weekdays and not weekends.  Some will offer to brew a french press of your choice or an americano  instead.  Some will just shrug their shoulders and say, "Sorry, that's all we have brewed."  How is it that stores can have such latitude in deciding this?  I can respect the waste issue associated with brewing an entire bold pot, but "surprising and delighting" a customer by offering a french press (or clover, if available)  or even an americano is a very reasonable solution to this problem.  It just doesn't seem like most of the partners (at least at the dozen or so stores I frequent) have been trained on this or know that they are empowered to "just say yes."  Maybe it's laziness or lack of motivation, I don't know, but it is very frustrating - and disappointing.

Let's all remember that Starbucks is a COFFEE company, so the idea of offering one (dare I say marginal) "everyday" choice and one decaf choice is kind of sad for a company that professes its love for and expertise in coffee.  There has to be a way to share the amazing spectrum of coffees you offer to your customers in a way that allows them to try new things (or just merely have what they really want) while at the same time reduces your liability to costs associated with waste.  If you're not willing to offer your customers the coffees they want, then what's the point?

What do you want with your customers?  Speed and Effeciency or Satisfied and full?  You can't have both.  Or can you?  If  you want us in and out then stick with the current PPR schedule and make us adapt to the master plan.  If you want my loyalty instead of my business give me something that I cannot refuse.  For example, iced coffee above spoke of the coffee connection that had multiple selections on hand.  Couldn't you produce an individual brew system so the customer has the quick option of the BIG 3 but if they are feeling out of the ordinary they can wait an extra 3 minutes for a personal brew of their favoite blend.  I pick my cup, I pick my coffee, I pick the brain of my barista while I wait 5 minutes for my personal cup to brew.  now that is FRESH!  Sure things slow down, lines form, but the weird thing is that people are given the chance to talk and you are no longer my store but a group of people with issues, troubles, ups and downs just like me.  Now I find myself coming back to see if Kelsy bought her house, how Jill is feeling, is Brian doing well at his bible study, etc.  I vote to slow things down and give more personal options that can keep waste down and interaction up.  Oops got to go... out of coffee :-)

I agree with others here, the variation is what got me hooked on Starbucks. Rotating the coffee flavors on a daily basis makes it interesting and also allows you to find new favorites. Since PPR was introduced I started to brew my own coffee at home.

Surely it can't be too expensive to have three flavors available - PPR for the people who wants less flavor, a 'daily/weekly special' for people (like me) who wants the variety, and decaf?

I like the idea of making PPR (yuk!) your morning brew, for those that prefer that flavor, and doing weekly rotated bolds all day long.  Remember the bold is your signature taste!

Please do not confuse apples and oranges.  Exactly how many so-called customers want an "everyday brew" vice a "brew" which is worth drinking everyday?  My suggestion -- drop Pikes Place and brew a dark/bold and a light/mild brew ALL DAY LONG (plus the token decaf).  The solution is really too simple.  Starbucks stock is sliding downward.  Pikes Place is part of the reason.  Who wants to walk into a Starbucks and get anything other than a rich, deep brew?  Why even go to Starbucks?  Like the other posts say, McDonalds, gas stations, 7-11, WaWa, etc all have mild coffees for much less money.  I'd rather drink those and pay less than drink Pikes Place any day (or night).  It is a horrible blend!

Melody and All,

Lately you haven't heard me complain too loudly about the brewed coffee choices, only because the weather has been warm here in So.Cali and I have been drinking Starbucks Double Shot on Ice. Well the weather has finally turned a little chilly and just yesterday I went to buy a drip bold in the afternoon. Hoping that I would get to try "Thanksgiving Blend". Well guess what..... Probably no surprise....

the whole visit turned out to be a disaster and I left with nothing in hand.

When I got to the counter I asked what they were brewing........ "Pike Puke" I was told. I asked if they could make me Thanksgiving Blend. "No, we don't brew that" was the reply. I asked why they can't brew Thanksgiving. "We don't have "Thanksgiving Blend" to brew". I said you have bags and bags over there. (pointing to the coffee rack) "Oh, we can't brew that" was the reply. Ok, I stood there for a moment stunned and I asked "can you brew me something besides Pike Puke" The answer again "oh, we can't". I said what do you mean "you can't". We don't brew anything but Pike Puke after noon time. At this point I was again stunned and very annoyed as you can imagine. Then my words just came out. I said "Ya know that's ok, $tarbucks has an 800 number to call for complaints and I will do just that." As I turned to walk out the barisita called me back and said" Ah, Well I told you I "can't" brew bold, but I didn't say say I "won't" brew bold." At this point I was so aggravated I told her to forget and walked out. I mean who would want to give their business to a business that is going to treat their customers like that? It's sad and pathetic.

Melody, I have heard you say "you have had to arm wrestle for bold". Well yesterday I had wrestle "on the floor" .

This is a real sad situation. My first try in a few months in trying to get a bold coffee and it failed.

$tarbucks listen up......... get it together...........You can't treat your customers like this........... or you are going to end up with none............

RANT OVER......... For now.................

That's interesting I did not notice that part of the goal of introducing PPlace was to reduce the variety of coffees in the afternoon. An interesting way to reduce cost, IF people really like it. I trust taste testing was done to prove this was an OK trade off. Now that you are second guessing that decision I see that the parameters required are pretty tough.  

But, I see the solution as straightforward. If up to three are possible - brew (a) PPlace and (b) PPdecaf and then a (c) rotating alternate in the afternoons. Encourage each store to take note of sales of the rotating alternates and then come to say two "c" alternates that lead in sales. Then rotate the two alternates each day in the "c" slot and you have "variety" with only 3 coffees brewed each day.  

Seasonal varieties could also be pushed into the "c" slots for fixed dates.

People say they want choice often - but with modest rotation of a cost effective variety could be the "happy middle" for SBUX and  the consumer.  

At times when bold is not available, offer an Americano at the same price as drip coffee. No one wants to see Starbucks brew pots of bold, only to dump most or all of it after 30 minutes. If there are times of the day when you know you just won't go through it, simply offer those who request it an Americano for the same price. The cost difference for Starbucks is negligible and those of us who prefer a more robust cup of coffee can have it without having to pay extra.

/Quote/At times when bold is not available, offer an Americano at the same price as drip coffee. No one wants to see Starbucks brew pots of bold, only to dump most or all of it after 30 minutes. If there are times of the day when you know you just won't go through it, simply offer those who request it an Americano for the same price. The cost difference for Starbucks is negligible and those of us who prefer a more robust cup of coffee can have it without having to pay extra./Quote/

Are you new to this site?

Starbucks specializes in COFFEE so there is NO reason why bold can't be brewed all day every day.

Momiji - please don't tell me you're one of those "if you don't comment here multiple times a day you're opinion can't possibly be valid" types. I read this site regularly and with great interest, though I don't comment very often.  An irrelevant point to the topic at hand, but you asked. Also, I am not a fan of PPR and always ask for bold and am disappointed when it's not available, but I have come to expect that it will not be available all day and am only really annoyed when it's not available in the morning as usual.

As for there being "NO" reason why bold can't be brewed all day, I'm sure there are some reasons. Starbucks is attempting to run a profitable business and if enough customers we're ordering bold all day every day, they would brew it. But clearly, from the post at the top of this thread, there is not enough consumption and too much waste to justify brewing bold all day every day as you suggest.

So, my suggestion is that they offer bold fans an on-demand bold alternative (Americano) that produces no waste. A suggestion, by the way, that was requested by the creation of this very post. A suggestion, by the way, that is just as valid and worthy of consideration as anything you have thoughtfully suggested.

If you want to be part of the dialogue and encourage continued participation by Starbucks and their loyal customers, you should treat everyone's opinions with respect and stay away from making arguments with absolutes (such as "...there is NO reason...") when those absolutes are rarely, if ever, accurate.

/Quote/Momiji - please don't tell me you're one of those "if you don't comment here multiple times a day you're opinion can't possibly be valid" types./Quote/

Did I say that?

/Quote/I read this site regularly and with great interest, though I don't comment very often.  An irrelevant point to the topic at hand, but you asked. /Quote/

I asked if you were new to this site. I don't care if you post once a year or everyday.

/Quote/Also, I am not a fan of PPR and always ask for bold and am disappointed when it's not available/Quote/

Well we agree on something!

/Quote/As for there being "NO" reason why bold can't be brewed all day, I'm sure there are some reasons. /Quote/

Actually there is no reason. Starbucks specializes in coffee.

/Quote/So, my suggestion is that they offer bold fans an on-demand bold alternative (Americano) that produces no waste. /Quote/

If you want an Americano,  then have one!

/Quote/A suggestion, by the way, that was requested by the creation of this very post. A suggestion, by the way, that is just as valid and worthy of consideration as anything you have thoughtfully suggested./Quote/

Suggest whatever you want. I'm suggesting that you not suggest the Americano again. Ohh and no to the French Press and shot in PPR also.

/Quote/If you want to be part of the dialogue and encourage continued participation by Starbucks and their loyal customers, you should treat everyone's opinions with respect and stay away from making arguments with absolutes (such as "...there is NO reason...") when those absolutes are rarely, if ever, accurate./Quote/

Starbucks doesn't do much participating, haven't you noticed? They are really good at the "just ask the store manager" line though. VERY good at shifting responsibility.

Momiji, high five!

Every time I hear barista start the litany of "I can offer you an Americano" and so on ... I nearly lose it.  It's like ripping on the sutures on the bold wound of mine.  

The reality is that most people won't make a fuss - they'll accept a substitute and go elsewhere next time ... the damage has been done by then!  

If I had wanted an Americano, that's what I would have ordered.

It's not brewing here Matt!

Please give me store locations in Columbus where it is brewing. Thanks!

Hello Matt, I'm here to tell you Thanksgiving Blend in not brewing in 91739 zip...........  And neither is bold.

Hi.  I used to go to Starbucks a few times a week and now if I go once, it's a lot.  I am a decaf drinker and I, to be honest, detest Pike Place and used to look forward to trying all your different roasts.  How fun!  Now Starbucks is a bore.  Thanksgiving Blend sounds cool, but it's not decaf.  I guess Starbucks just doesn't care about "my kind" anymore.  It's hard for me to believe that you're doing so amazingly well with that new Pike Place, considering where Starbucks is going financially overall.  Oh, well.

One last thought...you mention that sales of Pike Place are good, but for decaf, what else are we supposed to choose??  Maybe asking your customers at the point of sale if they actually like the stuff would be a good idea.  A poll.  You really have no idea how many customers you've lost over this big "roll out" of this Pike Place thing, people that just walked away from Starbucks.  You blame the economy when your huge dip came at the same time as this New Coke fiasco.  Think about it.

Matt,

What about those of us that require decaf? Thanks!

SBUX tried to make a change that would save money and coffee and provide consistency for those who like consistency (and  many of us do) with Pike Place.  It was a nice idea, but then, so was new coke.

However, we can all see by the number of stores they are closing and the fact that the stock is in single digits, this isn't working.  

They have tried:  come back in the afternoon and get a drink for $2, Thanksgiving Blend (no decaf - but don't worry, you aren't missing much), and the Gold card for $25 that amazingly flew off the shelves, which means there are alot of people planning to spend more than $250 at Starbucks over the next year and that don't think the stores near them will go under.  Yet, the stock still lags.

The bottom line is that SBUX built the business on coffee and customer service.  Arguing with customers and not having the coffee that customers want in a coffee shop is NOT the fabulous customer service upon which this company is built.   It does NOT work.  

It is ridiculous to go to a coffee shop and only be able to get ONE kind of coffee after noon.   Especially when it is one that many of the loyal customers do not like.  It actually reminds me of why I was a reluctant Starbucks customer in the first place.   Mediocre coffee at best.  The reason I became a loyal Starbucks customer is because of the customer service and the customer service and the customer service.  Oh, and the improved coffee varieties.    Now the improved coffee varieties are going away, as is the customer service.   This is unfair to the people on the front lines of this company.  Your store managers and thier staffs who are there day in and day out and have built relationships with  communities and now are being asked to tell them silly things like "We only have one type of drip coffee after noon."  Seriously!

Please give them a reasonable way to make a french press or other alternative in any variety or several varieties and be sure they are properly trained.    Startbucks has great values, training, and customer service standards...let your people live up to them.

And about those decaf drinkers...they like excellent tasting bold brews, too! Good taste isn't only for caffine drinkers.

Oh, and no Thanksgiving Blend has been brewing in my area in the afternoons or evenings - I had to buy it to try it

Ok, hold on.

I agree 100% with the topic.  Coffee is expensive, waste is bad.  Everyone agrees with this.  even with just small batches of pike, I've seen almost every half-hour the batch dumped out.  So, we multiply that by the number two (another brewed coffee option) and that's twice as much waste.  Probably more, because coffee sales would not skyrocket with the different options.  guaranteed.  I hold stock, I'd like to see it go up, but by spending twice as much money to waste twice as much is silly.  Pike is a good coffee, and actually tastes great with espresso.  Like she said, coffee sales jumped for brewed coffee after the launch of pike.  So, besides what seems to be the entirety of this site, much of the country enjoys pike.

I am the manager of a Starbucks inside of an Ingles grocery store and we have decided that offering a bold coffee choice on a daily basis...all day long....is a good business practice. We brew House and Decaf House 24/7 and then we also brew the optional bold coffee that is listed on the Today's morning pick calendar. My particular location has a large customer base that prefer a darker roast and they often choose to come to our kiosk over another store because they know I always have a bold option any time of the day. Even with the 30 minute hold time...we RARELY have to pour any down the drain. On days that we are a tad bit slower in customer traffic....we will brew it on 1/2  batch. The amount of HAPPY and LOYAL customers we have created, far outweighs the trivial amount of coffee we have to pour out.  Just an idea from your Asheville, NC barista girls.

Last week we asked the following question: Which Ideas in Action post has been viewed the most? We then

Christmas blend is quite good, and I'm grateful that it's available until 5pm.  

Please keep this up.  Rotate the bolds, and offer them to 5pm.  

Thanks,

Art

  I am kind of surprised at the Starbucks one size fits all strategy.   If I were Starbucks I would analyze what sells in my various markets/stores.   I would then customize my offerings based on this.  Each store would be individual and would reflect the needs of its customers based on the sales data I have collected. I would make sure that my customers know that this store serves them and that I above all I value their loyalty.   I would pay attention to what seems to sell at certain hours of the day and I would adjust (adapt) my offerings on this information. My stores would reflect a sense of partnership with the customer.   In regards to the Pikes vs Bold debate. I would establish a base line for every store by offering both Pikes and rotating Bold at every store initially. I would then make sure that the customers know that their purchases are affecting what will ultimately be offered.

 In the end it might be at one store Bold wins the all day spot and Pikes ends at noon. It might be that the business/traffic at another store justifies offering both coffees until 5:00 p.m. while at another store the Pikes Place gets all day and bold ends at noon.

 I would communicate to my stores and make it clear what the rules are once the marketing data has determined whats offered.  Making sure the stores are informed will help prevent the customer from being confused as to why offerings at store vary. Confusion is not the impression I want a customer to have when it leaves a store.  

The base line for each store should be retaken periodically to make sure its still accurate as markets change over time.  

 Let me lay more emphasis on customer loyalty.  I think if there are attributes that could be used to describe a successful business model I would think that Customer Loyalty would be at the top.  

My fear is that the Pikes Place coffee is an attempt to try and attract customers that patronize Duncan and McD.   I appreciate the attempt but, it won’t be successful if you disenfranchise other established (loyal) customers in the process as loyal customers provide a secure base during market downturns.

Thanks,

 Vance

I guess I'd take issue with "Overall sales results (of PPR) have been positive".  Of course they are...it's the only thing available in the afternoon.  Ever consider that?  Is Starbucks selling more brewed coffee?  Sure.  Know why?  The economy.  I used to get a latte, but in an effort to keep within my budget, I get coffee instead.  How about "flipping" the idea, and brewing PPR in the am only, and bold all day?  Worried about waste?  Go back to one hour brewing, rather than every half-hour, which was just a cosmetic attempt to convince people that your coffee is fresher.  As a customer, I can't tell the difference.  This would keep your people free to help customers, rather than dump coffee & rebrew every 30 minutes.  Wanna know frustration?  Trying to order a cup of coffee as you see it being poured down a drain and hearing "that'll be about 5 iutes for your coffee".  Lately I've noticed fewer people working when I come in, making the service even worse.  Brewing every hour might make things easier in terms of getting customers in & out, as well as allowing the few remaining employees to actually create an experience with a customer.  Presently, a timer going off is more important than a customer at the register.  It's ludicrous to suggest that a customer who wants bold coffee will have to wait 10 minutes just to get it brewed.  I've about had it with $tarbucks, as well as this website, as its only purpose is to defend the hairbrained ideas of late.  Listen to  your employees, as they hear us customers every day.

I'm a little frustrated. Has this important issue been put on the back burner? It's been a long time since we've heard much from Starbucks on this.

I'm frustrated to be living in a Starbucks bubble:  In Seattle I can get Christmas Blend until 5 pm, and now about 95% of Starbucks will gladly brew on demand for you.  By reading the posts on this site, it sounds like most people are NOT finding Christmas Blend on the brew until 5 at their local Starbucks.

But now, the year is almost over, and what's going to happen next? After the first of the year am I going to go back to no options? Just Pike Place Roast? Christmas Blend won't be around forever! And I'd really like some variety!

I'm worried that come the first of the year, the "bring back bold" force will lose traction as Starbucks stops with Christmas Blend and worries about (Red) and recycling.

Don't forget about the coffee drinkers!!!!   Are we ever going to focus on coffee again? :(

i think "we" (they) are going to solicit a bunch of ideas from the customer and when it is clear what issues are important to the customer, they will be ignored or some pitiful excuse as to why only x number of coffees can be brewed and y number must cater to one type of customer, while z number cater to another .... leaving finally that one group of core customers- those who want bold coffee- cannot be satisfied and must look elsewhere while the company searches for new business in other demographics besides in those who like a nice strong tasting, complicated, often varied cup of coffee.

if you want to keep your customers, give them what they want, and keep them informed of your progress to meet their needs (demands) when they tell you what they want in a forum like this. if you want to lose more customers, keep adding water.

Hello Melody and All,

Really, to be honest I am losing my passion for "fighting" for bold coffee, on this forum and in the stores. I have noticed that my trips to $tarbucks are becoming less frequent. I'm tired of "begging" for bold coffee, plain and simple. I brew at home more and when I'm out I just don't "seek" a $tarbucks like I used to. It's  really is a shame that the coffee house that stirred such passion and emotion for me is now dying before my eye's. And beside the "bold" coffee issue; the stores just don't give me that feeling of pleasure anymore. The chairs are hard, some stores are dirty and tired looking, the "barista's" are uniformed and really just don't care. Oh, I could go on but why........... The "real" $tarbucks is dead to me.

Recently we posted a blog to the MSI community called Your Bold Solutions . We invited the MSI community

Recently we posted a blog to the MSI community called Your Bold Solutions . We invited the MSI community

Something I would enjoy would be seminars for those of us contemplating purchases of espresso machines.  Not only do we neophytes need to know how to prepare the different drinks, but it would help to know what features come with what machines, and at what cost, so we could make an informed purchase.  It would also be a help if the instruction was more a hands-on event rather than a demonstration. We all watch the baristas do their thang everyday.

But some machines sell for several hundreds of dollars and some go way above a cool grand. I'd like to know what I get for that kinda money.

Pikes Peak Roast and Yukon are two coffees I do not drink. If they're the choice of the day, I go to dunn Bros. Coffee.  I hope it's OK to mention that you do, in fact, have competitors. House Blend is boring since I often brew it at home. I come to Starbucks when I want something I don't have at home.

Starbucks needs to revert back to the way they served coffee before this silly little experiment began.  Instead of sticking with the basics, Starbucks has created its own problems with its service when it brought out PPR and eliminated bold in the afternoon.  I understand that stock price and profits are down, but blindly changing things is not only foolish, its desperate and can only lead to more mistakes down the road.  Need proof?  How many more Starbucks are being closed soon?  I haven't seen any of the other coffee vendors laying off workers.

Its not all that difficult.  If Starbucks is losing money on bold in the afternoon due to reduced sales volume, then increase the price of bold.  Don't make it a hassle for your customers, make it easy for them, even if those customers in question are only 10% of your overall customer base.  Would Starbucks be content to have it's business drop by 10%?  I doubt it.  So service that group as well or lose it over time.

Its business 101.  Quit screwing around with a formula that satisfied your customer base and grew your business.  Starbucks is not a pastry shop.  Its not an energy drink shop.  Its not a book store, music store, breakfast bar, etc.  Starbucks is first and foremost a coffee shop.  Play with that basic essential at your brand's peril.

French press is not an alternative, Americano is not an alternative and waiting for bold to be brewed in the afternoon when time is precious is becoming less and less of an alternative.  Seriously, if Starbucks keeps playing with the core basics of their business instead of providing the service they are known for, then they become just another coffee shop in a sea of cheaper, faster and more consistent alternatives.  You sell coffee.  Make coffee, the bold, the medium and the mild.  Get back to work or close up shop and let someone else fill the void.

MATT!  In the fall you experimented with having BOLD holiday blends available to 5pm at lots of stores.  I was kind of hoping that signaled a return to offering bold all day at most stores.  

How did that experiment work out?

Thanks,

Art

Since the introduction of the new PPR I refuse to order brewed coffee. I lived for the days when i could get a good French or Italian Roast. No more. I still get a latte once in a while, but even then, it's not the same. And since I have to pay extra for soy milk, it's just not something I can afford to do anymore.