Starbucks — Restaurant in Falmouth

This is a really nice Starbucks, but also really busy. I try to order online wherever I go, but I feel like the systems at different places are better than others. I honestly don't think I'm saving any time by placing a mobile order rather than ordering with a barrista in person or at the speaker box. It really just makes it easier to list any modifications in the app instead of verbally listing them to the order taker.

It might be more effective to have customers request their order to be ready at a specific time as that seems to work well for Panera, Chipotle, Tropical Smoothie Cafe, Five Guys and others. If I arrive late, I have no one to blame but myself for my order not being at it's freshest. And if my order isn't ready when I arrive, at least it is normally in progress. I can understand not preparing the drinks or warmed sandwiches too far in advance, but bakery items or bottled drinks can be placed in a holding area before the customer arrives, then all that needs to be done is prepare the fresh items.

Aside from the armchair quarterbacking, I think everyone who works here does a great job and are friendly, patient and efficient. I've seen Rocco at the drive up several times recently and he is always pleasant and helpful. My drinks are usually straight from the menu, but even if I do order something with modifications, it is made perfectly. Overall, a very good place to stop if you have the time and patience...

The young man at the window was so kind and patient. He explained to me the difference between caffeine, blonde and decaf. I always drink decaf but since I was bound for the ferry and the Vineyard, I decided I would try the blonde. I read somewhere that it was an additional choice due to his mother saying her son's coffee was too strong for her, that he created it for her so I ended up trying it with cream and hot. It was delicious. Maybe I got a little boost, not sure but I wasn't grumpy dealing with the drama of getting home ( often I am and wonder why I live there). As I was about to drive away, I asked the young man if I could have a ' dixie cup of water (thinking I probably wouldn't like the coffee), he replied " no problem, I will get you a glass! " He didn't even charge me. I had already told him I was an elder and often have difficulty holding a large paper cup so I wanted to purchase my coffee size by whether I could hold the cup. He replied " no problem I will show you the options at the window ". That was my first time at STARBUCKS drive through but I will be returning on my next rotation to the mainland and back. It is a bit confusing how to get to the outside window once in the mall but now I will be a pro! I even have him a gratuity for his service details and good...

This Starbucks is in a great location, but I have to admit that the way it practices its business is a bit bizarre. As a customer, you can walk into the store, but you cannot buy anything unless you use the mobile app or spend time going through the drive thru. Consequently, it is very strange for the store to display merchandise and coffee packs while customers are inside. Since not being able to purchase displayed merchandise is not the norm for the in-store experience, I have seen frustrated customers and have also observed lost opportunities for the store to make easy sales.

I suppose that I can understand that the staff might want to streamline things by queuing up orders with the app and focusing on the drive thru. However, if the store is open, then they should try to find a way to make in-person sales as well. For example, if a customer is interested in buying things like coffee packs, then a vending machine could be bought to automatically dispense that. The same goes for bottled beverages.

As a business, it is important to satisfy the customers, meet expectations, and make sales...