Seattle, WA – Starbucks baristas in Seattle, Washington, have rolled out a new system to address long customer wait times, with some even enduring 40-minute delays for their coffee orders. The new approach aims to streamline service and ease bottlenecks in the chain’s operations.
One of the key changes involves altering the production order for hot and cold drinks. Previously, baristas prioritized cold drinks from start to finish, even if orders for hot beverages came in first. This inefficiency led to longer wait times, particularly in the drive-thru lanes.
To combat these issues, Starbucks is implementing a new position called a “play caller,” tasked with stepping away from production to assist with tasks like restocking supplies or managing unexpected rushes. This role aims to alleviate congestion and improve overall efficiency in the stores.
According to Katie Young, senior vice president of store operations at Starbucks, the new system is designed to address specific pain points, such as excessive use of the espresso machine and overcrowding in certain areas of the store. By having a dedicated staff member to help during peak times, the company hopes to better adapt to unpredictable situations.
In addition to these operational changes, Starbucks is also making adjustments to its menu offerings, introducing value combo meals similar to those offered by fast-food chains like McDonald’s. The new “pairings” menu allows customers to purchase a drink and a snack for a set price, providing more value to consumers.
As Starbucks works to improve its customer experience and boost sales, the company is also facing challenges on the financial front. With a decline in stock prices and sales, new CEO Laxman Narasimhan is under pressure to lead the company through a period of transition and growth. Former CEO Howard Schultz has publicly called for a revamp of the company’s operations to address these issues.
Overall, Starbucks is taking proactive steps to address customer concerns, improve efficiency, and drive growth in the face of mounting challenges in the competitive coffee industry. By implementing new strategies and embracing change, the company aims to regain its footing and continue its legacy as a leading coffee retailer.