Now that I've left my employment with the coffee shop, I feel the freedom to discuss it. I still won't say exactly which shop it is, but it should be pretty obvious by now. It's a very large company, based in Seattle, and the staff wear green-coloured aprons as they serve coffee.
I love love love love love that company. No, it is not perfect, but there are some things about the company that I think everyone should know. So I'm going to tell you. For the sake of the rest of the post, I'll call the shop The Green Bean.
Green Bean treats its employees very well. If I knew how well, I would have worked for them long ago. The pay isn't much more than Canadian minimum wage, but our minimum wage is high ($8 or $8.50 right now). In addition to regular paycheques, staff get a weekly "markout"; a free pound of coffee (or half pound of very expensive/rare coffees), a box of soy milk, a bottle of flavoured syrup, a box of chai, or a box of tea EVERY WEEK. Green Bean staff get a 30% discount on all purchases, and free beverages just before & after their shifts and during breaks. Also, Green Bean staff need only work an average of TWENTY hours a week to get a FANTASTIC medical plan that includes vision and dental, and $3 prescriptions, even in the USA, where getting medical is like striking it rich. Staff are also entitled to an adoption allowance, basically a cash gift if a staff person adopts a child, an employee assistance plan, life insurance, a fantastic stock option plan and a retirement savings plan.
But the best thing about the way Green Bean treats it's staff happens during daily shifts. I've worked for places that assume it's staff are incapable of making decisions, which is ridiculous, because at 25 and in college, as many of its staff are, a lot of staff have great common sense and are able to make sound judgments. So Green Bean never asks its staff to "check with a manager" before providing a customer with a free drink, an apology, up to a quarter of a pound of free coffee beans, or a free pastry - basically whatever it takes in each situation to handle its customers fairly and handle complaints in such a way that the customer leaves having had a positive experience. When I worked for Green Bean I felt trusted, that the company was in full support of me, and was behind the decisions I made during my shifts. I didn't always give out free drink coupons or free goodies, but I did do it whenever I felt it was appropriate, and the company, my manager, my co-workers, no one ever questioned my judgment. I also think that, by and large, the company's customers get excellent customer service most of the time. There are exceptions, but Green Bean, in my opinion, does everything it can to satisfy its customers, and not just by the bare minimum, but tries to do it in a way that will make its customers enthusiastically loyal. And I think that the respect the company gives its staff gives them a pride in their work that shows and trickles down into happy staff and happy customers, everyone enjoying a good cup of joe in a warm and friendly environment. In fact, I've seen more than one letter to the company where a customer said that during a low point in their life, they started to come to their neighborhood Green Bean daily because they felt their spirits lifted, and that after several months the depression or difficulty lifted, and that the customers credit Green Bean with helping them through a difficult time in their life.
I also love that Green Bean has incredibly high quality standards for everything it serves. There are a few staff who don't seem to get this, but they are usually retrained or weeded out fairly soon, and the food and beverages Green Bean serves are superior quality. If a food item looks (or tastes) not good, they will not sell it, nor a drink if it is not made properly or is not up to quality standards. Now, there are probably a billion lurkers who can say, "But Green Bean has made me a crappy drink, and more than once." Each store is different, but I encourage you to have your drink remade how you like it every time. The staff do not think twice about it, and if your "to go" drink is icky, tell them the next time; they should give you a replacement on the house. Take the time to figure out how to order your drink (and remember that WE did not personally come up with the names for the drink sizes, so don't resist it, learn the name for the size you like and WORK WITH US, PEOPLE), and figure out how to ask for what you want. Ninety-nine percent of the time a Green Bean person can accomodate your request. And if a staff person is grumpy with you, don't take it out on the company, speak to someone else until you are satisfied. As long as you are reasonable, most Green Bean staff are, too.
Now here is another thing I like. All of Green Bean's coffee beans, ALL of them, are fairly traded. Only ONE roast is called Fair Trade, and that is because to be certified as fair trade it is rather expensive. The same thing is true with organic certification. All of the beans are organically grown, but only some of the beans are certified organic, because the certification costs a lot of money. Now you know. And you know what else? Green Bean staff visits all of its coffee farmers (except in dangerous places, ie, places with unrest), maintains a good relationship with the farmers, and makes sure that all of its coffee farmers have health care. Green Bean also provides staff and customers with opportunities to participate in green projects, like reforestation projects in developing nations.
Green Bean owns a lot of stores, and is expanding rapidly. Green Bean also owns some other coffee shops and coffee bean producers, as well as a tea company and a music company. So there is the fear that Green Bean is getting too big. But I'm not worried too much about that for now as long as the company remains responsible. There have also been accusations that Green Bean adds caffeine to it's coffees, making it more addictive. Here is my opinion. Green Bean begins with a very high quality bean, then harvests it and roasts it to a very high quality standard. The high caffeine content in Green Bean coffees, if there, is there because of the coffee's quality. You local doughnut shop may serve coffee with less caffeine in it, maybe half as much, but they are probably beginning with a poorer quality bean and roasting and brewing it in a mediocre fashion. As far as I know, Green Bean is still looking into its coffees' caffeine content in light of these accusations, but has no sinister plans as far as caffeine addiction goes. It doesn't have to; the products they serve are of such a high quality that people keep coming back, even for decaffeinated coffee. And pastries. And sandwiches. And tea. I don't think Green Bean is sinister at all. Maybe big, and maybe a bit intimidating for a newcomer to coffee shop culture, but generally cheerful and willing to work with any newbie to ensure they find a drink they like.
All in all, I love the Green Bean coffee company. I wish they were more aggressive about recycling (they do recycle a lot already, but I always wish it were more), and I wish they were more proactive about serving low calorie, high fibre, vegetarian/vegan, or low fat products (while all are available at Green Bean, some of it's products, while still up to the customer to order, are high in fat or calories or low in fibre, and vegetarians or vegans have a limited selection), but overall, Green Bean is a great place to work, to eat, and to have a fine cup of quality coffee.
That is my opinion on the matter.
PS - The creature in the Green Bean logo is not a mermaid; it is a siren, which I think is very funny, considering what a siren is and the nature of coffee and the lure of Green Bean in general. The original logo, on display at the 1st Green Bean store in Seattle, has full breasts and a navel (an innie I think, because, let's face it, an innie is some sexy). The siren in the logo in the Middle East wears a veil (Green Bean had stores in Kuwait before Paris; check the website; they're everywhere).
PPS - The original Green Bean started in 1971 and only sold beans, believing their roasting process created a superoir flavour (which they still believe and stand by). A friend begged the original owners to open a coffee bar, and they wouldn't (they didn't think it would take off), so he opened some on his own, using Green Bean beans but operating the stores under a different name. After a few successful years they finally decided to mix the two ventures together and make Green Bean a bean roaster/seller as well as a coffee bar.
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