Sunday morning around 10:00 am, I stopped in at Starbucks for a cup of beverage, some fun talk with friends and to do some writing on my laptop.
I suffered a long wait. While standing in line, 4 customers became frustrated and left the store without making their intended purchase.
The Starbucks Playbook plan is proving to be effective at destroying customer relations. Eventually Starbucks upper management will be able to say, “See, we have no long lines.” Current management solution is to discourage as many customers as possible from visiting Starbucks. No customers, no lines. Problem solved. Factor that into your salary percentage formula Starbucks management. We are talking about some left handed corporate genius.
Two of us began to watch the line. We picked a guy out who just fit inside the doorway at the end of the long line and timed him. There was one cash register in operation. He may have been in line longer than my numbers indicate, but we started watching at 10:10 am. At 10:20 am, he finished placing and paying for his order. He then waited at the drink pick up area. At 10:23 am, he walked away with his drink. If he had planned on spending an hour at Starbucks, he wasted almost a quarter of his time waiting.
I have attached a photo to depict what these new Starbucks lines look like. We hope Howard Schultz will be able to sift through his yes-men and management cancer and reach a manager who tells him what he needs to know before it is too late save the 3rd place.
I recognize that a business owner has a right to do with their business as they please. They have a right to succeed and a right to fail. And besides, if I am so smart, why am I not a BTO (Big Time Operator) like Howard Schultz? Starbucks might prove me wrong again and I hope they do.
I am right about one thing. This is an ideal time for an enterprising entrepreneur to establish a new coffee shop called The 4th Place. A new potential customer base is already forming from all those who are beginning to flee Starbucks.