Watching Temperament Play Out Over Coffee Cups

One of my interests is Personality Type and Temperament. I also like Starbucks Frappucinos.

You wouldn't think these two things would intersect, but, recently, I realized that they do. They come together in the form of the precious and controversial Trenta cup.

The Trenta is a 31-oz cold cup size introduced in January, 2011. Starbucks announced it by saying, "We're excited to offer this larger size to our iced coffee and Tazo® iced tea fans out there."

As I said, I like Frappucinos. I order a Venti (the 24 oz size). I want everything from the blender pitcher and I want some space between the drink and the lid, so the slush doesn't ooze through the straw hole and it's easier to stir. I ask for my Venti size drink in a Trenta cup.

There is no 31-oz Frappucino recipe. As of this date (Spring 2015), the only beverages that are sold in 31-oz (aka, Trenta) size are: Brewed Iced Coffee, Shaken Iced Tea, Iced Tea Lemonade, Refreshers, Fizzio Handcrafted Sodas. That shouldn't be a problem, because I'm not ordering a Trenta Frappucino; I'm ordering a Venti Frappucino (recipe) in a Trenta cup.

And that's where Temperament comes in.

One of the differences between the four psychological temperament groups (NF, NT, SP, SJ) is how they react to rules. In a nutshell:

• SJ - Rules are meant to be followed.
• NF - Rules are meant to be followed up to a point... How does this rule affect you?
• NT - Rules are meant to be questioned. Follow good ones; fix bad ones.
• SP - Rules are meant to be guidelines. How does this rule affect me?

I go into Starbucks and order a Venti Frappucino in a Trenta cup. This can play out in one of several ways.:

1. The Barista says "Sure! Anything else?" I say "Nope. Thanks."
   I get my Venti in a Trenta.
   (Barista is NF, NT, or SP).

2. The Barista asks "Can we do that?" I say "Yes, you can."
   At this point, the Barista may ask the manager. The manager says "Of course we can!"
   I get my Venti in a Trenta.
   (Manager is NF, NT, or SP).

3. The Barista argues (read that again). The Barista says "The only beverages that are sold Trenta size are Brewed Iced Coffee, Shaken Iced Tea, Iced Tea Lemonade, Refreshers, and Fizzio Handcrafted Sodas.
   We cannot put anything else into a Trenta Cup.
   That's the Rule."

   I ask for the manager. The manager says "Yes, we can do that."
   I get my Venti in a Trenta.
   (Barista is SJ; Manager is NF, NT, or SP).

4. Barista argues. Manager also argues.
   I eventually get my beverage in a Trenta cup after taking names and threatening to write nasty letters.
   (Barista is SJ; Manager is SJ).

My Temperament is NT. I translate "the only beverages served in Trenta size" as "the only drinks made and sold in 31-oz recipes" i.e., it's not the cup that's the issue here.

Let's Play "Guess the Temperament"

I've been reading some blog comments from other people who have similar problems. I see comments like these two:

"If there's still something in the blender pitcher that doesn't fit in the Venti cup, of course we'll throw it away. You paid for 24 oz and that's what you're getting."

---

"I think Starbucks buckles to the customers too much. We have a standard for drinks and that should be that. When you "just say yes" too much you train the customers to to push til they get what they want."

SJ?

FYI, the Starbucks Barista promise is "Love your beverage or let us know. We'll always make it right.", so, yeah, the customers think they can get what they want because they've been told they can ask for it. (And no, I paid for a Venti recipe. If you used too much ice, that's not my problem.)

How about this one?

"We are given some autonomy as baristas. We not only have "just say yes", we also have the freedom to "surprise and delight". We generally attract applicants who have above average customer service and problem solving skills as well as a dose of common sense. And they make up the majority of our partners. ...
Being able to just say yes or to spring a freebie on someone now and then makes me feel like I have some control. And the vast majority of my customers are repeats and are great."

Definitely NF. You can see the connection and relationship building in every sentence!

This one reads like NT to me:

"... if you came in an order a normal Frappucino with an extra shot of espresso or whip cream blended in all those items should be built in the Venti cup to that very first line, then from that cup it goes into the blender, syrups are added (these do not add volume to the drink), then we put in the correct scoop of ice (which is a level purple scoop for a Venti), once that is in the cup we put in the Frappucino base (for a Venti that would be four pumps) and blend. Then end result if made correctly should be poured into a Venti cup or the customers cup then topped with whip cream and any other toppings. If a customer orders a Venti Frappucino and want it put in a Trenta cup then yes you should get that, however it will get a smaller amount of whip cream and a flat lid."

(perhaps because I would have written it that way myself. :-)

And the SPs? They're obviously working at Starbucks too.

Out in the world beyond my Venti-in-a-Trenta problem, you may have heard of the "Sexagintuple Vanilla Bean Mocha Frappuccino", where a Starbucks Gold-card customer tried to come up with the priciest (and largest) drink he could conceive of for his free "Lucky Dozen" reward.

Armed with a 128-ounce glass, Andrew strolled into Starbucks, ready to claim his prize. He got the baristas on his side and they worked as a team to think up the priciest possible concoction, Consumerist reports. ...

Those baristas were surely SPs.

Comments

[Rich Morin]

Most SJs might be happy to follow a simple policy statement, eg: "Drinks may be served in any reasonable number and size of cups".