The real reason Starbucks is bringing back self-serve milk and sugar

Starbucks is set to reinstate self-serve condiment stations in its stores by early next year, addressing customer complaints about customization failures due to the absence of these stations during the COVID-19 pandemic. Removing the need for baristas to manage milk and sugar additions aims to alleviate their workload amid the overwhelming complexity of drink orders. This move is part of the new CEO's strategy to enhance operations and improve customer experience by simplifying menu items and boosting staffing during peak times.

The absence of self-serve stations contributed to longer wait times and took a toll on baristas who had to handle numerous order alterations themselves. The company plans to return to writing customer's names on cups, aiming to recapture the coffee shop's original feel and improve hospitality. Furthermore, Starbucks is responding to a decline in sales across the last three quarters, driven by high prices and long wait times.

The rise of mobile orders, making up over 30% of transactions, has further strained the workforce, especially during busy periods. Reintroducing self-serve stations is expected to contribute to a shorter service time, purportedly reducing drink preparation to under four minutes. However, some employees argue that this change alone won't resolve deeper issues like understaffing, which affects the overall service capability. While the self-serve initiative could lighten the workload slightly, ensuring adequate staffing remains crucial for maintaining cleanliness and efficiency at these stations.