I went to Starbuck's the other day and ordered a Grande Mocha. It was good, but there was something missing. It seemed like there was no whipped cream at the top.
You know it: It's when you get that first delicious taste of coffee, mocha, and whipped cream (and if it's done right, you even taste the chocolate syrup that they drizzle over the whipped cream, at least initially).
But as I drove along, I truly thought that--in their hurry--someone forgot to load the whipped cream. I was a little miffed, because Grande Mochas cost $3.45. Oh, well.
Today I went there again, and ordered the same drink. I even asked the girl at the drive up window whether they would put whipped cream in the drink. She said, "Yes."
And she was not lying...I was able to actually watch the guy make the drink through the drive up window and--it's true--he skimped on the whipped cream. And he didn't include any syrup at all. I was getting no love for my money.
So, why should I make such a big deal about such a minor thing like whipped cream? Because the coffee business is quite nuanced. Starbuck's is selling me more than a drink; they're selling me a delicious and pricey coffee experience. Skimping on ingredients and hoping people won't notice is a good way to send me to Tim Horton's, Romolo's, or Boston Bean (in North East).
I don't know whether this is an issue with a single worker or whether it's larger than that, but I wanted to post this comment so that word might reach Starbuck's (at the Mall) so that they could sharpen the quality control. I don't want to lose them as a espresso source.