If you have ever chatted with a friendly Starbucks barista, you might be surprised to learn there are a few things they aren’t supposed to talk about on the job. Starbucks baristas are trained to be welcoming, professional and fast. Still, there are off-limit topics. Specific rules protect the company’s image, ensure safety, and enhance the client experience.
But have you ever wondered what these “secrets” are? We’ve rounded up 9 things Starbucks employees say they can’t discuss openly.
1. Pricing and Charges
Baristas at Starbucks aren’t allowed to discount or waive fees on additional syrups, milk options, and special requests. Prices are all corporate-based and programmed to the register system, leaving no opportunity to change them by the store staff. The baristas are required to charge the price listed on the menu even when a customer requests a discount. This maintains consistency of prices in all locations and prevents confusion. In case you have any pricing concerns, Starbucks encourages customers to call their hotline instead.
2. Secret Menu Items
There are numerous secret menu Starbucks drinks you can find on the internet, but the company doesn’t really acknowledge them. These unofficial recipes aren’t taught to baristas and therefore can’t be made whenever you want. These drinks can only be ordered when the customer provides the barista the precise recipe and when all ingredients are available. Baristas are told not to recommend or advertise secret drinks because it can slow down service and confuse new workers. They can politely refuse to accept such requests in peak hours to ensure that the service remains fast to all customers.
3. What Happens to Unsold Food
Ever wondered what Starbucks does with the pastries and sandwiches that don’t get sold? Baristas aren’t allowed to discuss this in detail. Certain stores donate unsold foods as part of a program called FoodShare, while some discard food due to strict food safety regulations. The company doesn’t wish to have employees discuss too much about it. By having such a policy, the staff can avoid receiving flak from frustrated customers with very specific opinions on food waste. So if you ask about unsold food, you may expect a brief and cautious reply.
4. Instore Problems
When a machine is out of order or a store is understaffed, you might notice that things move slower than usual. Customers shouldn’t be told about these problems by Baristas. Even if they are working with half the team or the espresso machine just broke, they are trained to avoid saying anything negative. Complaining is seen as unprofessional and might damage the customer’s view of the store. Some baristas will give vague reasons like “we are just catching up,” but they aren’t allowed to go into detail.
5. When Customers Are Being Difficult
Baristas encounter all types of customers: some are nice and friendly and others are impatient or even rude. Employees are trained to never respond or complain, regardless of how difficult a person can be. Talking about a frustrating customer, even after they leave, is something Starbucks discourages. It’s all about keeping the environment friendly and stress- free. Baristas may joke among themselves later on, but in front of other customers, they stay calm and positive. So if they ever seem unusually quiet during chaos, they are just keeping it professional.
6. Refusing Service
Starbucks baristas have the right to say no to any customer who is disruptive, causes an unsafe situation, or violates store regulations. It refers to any abusive, intoxicated, or peace disturbing behavior. Starbucks has a policy known as the “Third Place Policy” which makes the store a friendly environment to all people but not an environment that tolerates wrong behavior. The baristas are taught to deal with these situations in a polite manner, and can request a customer to leave or seek the assistance of management or security, with the safety and comfort of staff and guests as the priority.
7. Future Promotions or Menu Changes
Baristas might be aware that the next week they’ll have a new drink or that a seasonal drink will be back but until the company makes the official announcement, they aren’t permitted to say anything. Starbucks is very particular about its marketing schedule. Premature publication of news can spoil the surprise, or influence the way the product is promoted by the company. Most baristas are informed about details only a day or two before and are asked not to say anything. If they ever happen to be clueless about when the Pumpkin Spice Latte comes back, they might just be following company policy.
8. Order Timing and Mobile Orders
Baristas can’t promise that a mobile order will be ready as soon as a customer shows up. The orders are made according to the order of receipt, both when ordered at a store and through the Starbucks app. Even at busy periods, customers might need to wait since the baristas have to clear the queue. The customers are advised to use the app to see the estimated wait time, and wait patiently in case of a delay. Baristas do their best to make each order correctly and as quickly as possible, but they can’t hurry too much or give priority to one order over another.
9. Tips Distribution
In Starbucks, tips aren’t kept by the person who receives them, but are pooled and distributed among all eligible employees. This process is managed by the store leadership to ensure that there’s fairness and teamwork promoted. Baristas aren’t allowed to receive tips directly and make decisions on the division of tips. In case customers wish to express gratitude, they may tip in the dedicated tip jar or via the Starbucks app, knowing that the funds will be distributed among the entire team according to the company policy.