Big Business is Messing with my Caffeine Fix!

February 6, 2008

Most of the posts here have a technical spin, and well deservedly, but this one is a little different. This is my version of an open letter to the CEO of Starbucks and any other CEO out there who is messing with my daily life by putting the idea of "conquering the world", over the needs of the people that will get them there -- the consumer. So here goes my rant:

Dear Mr. Starbuck's (aka Howard Schultz),
As a frequent patron of your fine establishment for many years, covering many locations in multiple states and multiple countries, I need to ask a personal favor. PLEASE stop messing with me, with the idea of me being anyone other than 'big business'. See I live in Dallas, Texas and this past weekend I had the urge to actually forego my normal $5 cup o' java at any of the 50 Starbucks within the 4 mile radius of my house and actually go to a local establishment that has some great beans. I wasn't going for a cup, but I was going for an actual bag of beans that I might be able to take back to the house and brew a random cup of sissy coffee (the flavored coffees that actually make hair fall off your chest, rather than put it on there like the SENOMA blend from the aforementioned Starbucks). BTW, for you Dallas'er's my preference for my random sissy coffee fix is a Cafe Brazil.

Location aside, I drive past the 50 Starbucks in route to the closest Cafe Brazil which is about 5 miles away. My coffee of choice is the 'Snickerdoodle', so I was thinking I will big bag it and get a pound, maybe two, to ensure my fix is completely covered. I walk in to the aroma o' joy that comes along with a coffee house. To an addict of caffeine, it's kind of like Vick's to a cold! All employees eye me and my girlfriend as we smile our way to the counter. As we are walking up, something just isn't right and we can tell immediately something is amiss. Where are the bean's that all of the other locations have? Where are the grinders? Being sure they are in the back or on the other side of the restaurant, I say with confidence, I want the biggest bag of beans I can get my hands on. The response, without a bat of an eye, was "not here sir, Starbucks forbids it!" WHAT THE $!%$? Again, the CSR at the counter say Starbucks told the landlord that they forbid anyone else in the shopping square to sell Coffee Beans to- go and went as far to tell me that he could not even pour me a cup of the coffee in a to-go cup, as per this was also forbid by Starbucks. This disappointment was seen in both of our faces and the CSR could tell that tears may be near, so the obligatory 'sorry' was thrown out with a 'can we do anything to make this right' comment?

This is unacceptable to me. As the loyal readers of theinnerlayer and all of the employees of Softlayer can attest, Caffeine in any form is like the blood through the veins of this company. Pound for pound, employee for employee, I would challenge the caffeine intake of Softlayer against any other company in the world. Pot after pot of, yes Starbuck's, is brewed hourly, if not minutely. Literally, cases of Monster are brought in weekly to support the efforts here. With the new JAVA Monster, the numbers may just fly right off the charts. Hence, the frustration

Mr. Starbucks, as one of the founders here at Softlayer I can tell you that all of us think about dominating our segment of the world, planned for it and expect it. Surrounding myself with the smartest people I have ever been around gives me a comforting feeling that all of these goals will be achieved. With the support of these smart people I refer to, we all have a standing order internally that to get to our stated goals; the idea of alienating customers by self serving goals has to nipped in the bud. We are a services company to the masses which means we believe that natural competition is healthy and that continuing to strive to build the bigger, better solution, customers will always be the winner in the equation. If we believed that exclusionary practices and pure heavy weight domination was the proper way to win, we would have thrown our money that way, but the open market allows us to stay at the top of our game, remain cutting edge and push for innovation and automation that will allow us to grow our customer base because we have a better solution for the customer, not because we don't allow the customer to have any other option. I/we may be a small fish in the pond so to speak, but I think you might be able to learn something from my statements. I'm off to get my fill of caffeine, but not sure Starbucks will be my first choice for the next short while.

Sincerely,
One un-caffeinated, unhappy customer
(Sean Charnock)

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