Rediscovering Starbucks Customization Through My Daughter

When Starbucks first opened in my home country, the queues were long. Part of that was undoubtedly down to the novelty, but it also felt like people were fascinated by all the ways they could personalise their drinks.

At the time, it seemed revolutionary. Customers could choose different types of milk, add syrups and sauces, request extra toppings, and generally tailor their drinks to suit their own tastes. For many people, Starbucks felt like one of the first big coffee chains to actively encourage that kind of customization.

Over the years, however, I felt that many people became less adventurous with their orders. Perhaps the menu grew large enough that most customers could find exactly what they wanted without making changes, or perhaps nobody wanted to hold up the queue. Whatever the reason, customisation seemed to become less of a talking point. Apart from the occasional switch to soy milk or the addition of cold foam, most people I knew simply ordered straight from the menu.

As a result, I had almost forgotten that customisation is such a big part of the Starbucks experience.

That changed recently when my daughter completed her work experience placement at Starbucks. One day she ordered a Frappuccino with extra whipped cream and extra caramel. I have to admit that I was a little taken aback. Not only had I forgotten that customers could ask for those sorts of extras, but I was also surprised to learn that, at least at our local store, there was no additional charge for the extra whipped cream and caramel drizzle.

The more I thought about it, though, the more it made sense. Customisation has always been one of Starbucks' defining features. While some modifications do come with an extra charge, the ability to tweak a drink to make it your own is still very much part of the Starbucks experience.

Sometimes it takes a teenager's Frappuccino order to remind you of that!