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Behavior Blotter: Cutting in line at Starbucks

Starbucks. Long line. You know it well. There are two worker bees in the spotlight, speedily working to chip away at the empty plastic cups lined up in a row.

As we await our names to be called, we have the privilege of watching the employees concoct our drinks, which makes the time go by a little faster I suppose. Then from beyond the jazz artist of the month and the open laptops comes "Mine's just a green tea; can't you do it sooner?. Sigh."

Well, well, well. I guess someone thinks THEY'RE entitled to 'cut' the Starbucks line since their concoction is 'simple' and 'easy' to make. Well, yes, they ARE easy to make. Green tea is just a scoop/bag of green tea mixed with hot water and then iced to make it cold. Easy. But that doesn't ENTITLE you to faster service. Does it?

I'm sure in the five minutes of waiting, she thought to herself, 'I could have made it faster at home!'. Well then, why did you come to Starbucks for a green tea then? Surely, she's there for the Starbucks experience of the smells and sounds of steam and blenders mixed in with Kenny G's latest hits.

No matter the reason for the visit to the Starbucks waiting room, she was caught in a moment in which no one else in the room mattered. We all find ourselves in these situations every now and then: caught up in a moment of impatience and selfishness, but it's what you do NEXT that matters most. In this case, perhaps gratitude would have been sufficient.

Despite her taunts, the Starbucks staff handed her what she was waiting for...AFTER the venti java chip frappuccino with soy and 2 splendas, double macchiato with brown sugar, and the tall light vanilla frap - hold the whip.

Time to 'Fess Up: Have YOU ever felt justified in cutting the line?

A crowded Starbucks on Orange Ave.

Akshay observes and writes a weekly blog on everyday human behaviors. He facilitates workshops on leadership, communication, and team work for adults and children with Ziksana Consulting.

Tags: behavior, communication, leadership, people

1 member likes this

Comment by Howard Roarke on September 3, 2011 at 3:05pm: I've been with Starbucks Coffee Company for nearly twenty years (Global Design) and believe it or not, I still do not do "coffee speak" nearly as well as you do, I'm impressed! As for your blog on "line cutting," you'll have to visit some of our "China" stores, some of the customers there have truly perfected the art . . .

Comment by Margy Schochenmaier on September 3, 2011 at 7:17pm: seriously?

Comment by Doug Ewen on September 4, 2011 at 8:12am: NEVER! Of course I would see the line and probably move on and come back later (or not at all). We all seem to deal with those type of people daily,

Comment by Peggy McCloskey on September 5, 2011 at 9:41am: One of my pet peeves is people who cut in line--I don't care if they are late or think they have a personal emergency--PLAN BETTER! But my TOP pet peeve is folks who think they are entitled. And this was an example, apparently, of one person rolling two of my pet peeves into one--which is probably the case for every line-cutter! And I agree with other post: I can make a cup of coffee at home, but sometimes when out for a Coronado stroll, I like to start at Starbucks and walk with my cup. It's all part of the pleasurable experience, including any wait in line, listening to others ordering and the barristas calling out the drinks that are ready. (Note to Starbucks: this is NOT an endorsement to have the lines longer! I often keep on walking if the line is too long.)

Comment by lisa on September 5, 2011 at 11:28am: Never have cut in line....have wanted to when I was in a hurry, but because it is my fault I am in a hurry I would never think my time and my drink are more important than everyone else's. I agree, if you are in that much of a hurry then make your green tea at home!

Comment by Mary C Valko on September 5, 2011 at 2:17pm: The Starbucks store should hire another barista.......in some of the really busy DC Starbucks, one associate takes the orders as she walks down the line of people- and/or I have seen one associate be the "easy drink person"...geez, they do enough business....wouldn't another minimum wage barista be a good idea?

Comment by Pamela on September 6, 2011 at 12:15am: I agree with Mary. I don't abide line cutters AT ALL. I have called them out on many an occasion. But I also have been in line when some princess type has orderd 4 (yes, 4!!) "High maintenance" excuses for a milk shake: venti, no whip, white chocolate, 2 splendas, 1 pump, 1/2 caff, mixed milk, etc. The solution for those of us who just want a cup filled with bean water? An honor line where we can plunk our cash in a bucket and fill our own cup? Another barrista to just jerk drip coffee? And yes, I have walked into starbucks on many an occasion and turned around because the line was insane. They don't own the market on coffee. But I would never jump the line either. Just saying..