Meet the Expert: GM of Starbucks

drink - Saigon/HCMC: Oct. 16, 2017

We went to Starbucks on 76 Le Lai street, Ben Thanh, to meet and interview Patricia Marques, General Manager of Starbucks Vietnam about living in Vietnam, opening new markets and the strengths of Vietnamese coffee beans.

CityPassGuide.com: How long have you been in Vietnam and what holds you, personally, here?

I arrived five years ago, and just three days later I knew that I wanted to stay here. I lived in many countries before and for me it’s easy to adapt to other cultures. However, Vietnam instantly felt like Latin America. The traffic, the chaos and the reason behind this chaos, it really feels like home.

CityPassGuide.com: What is your greatest pet peeve in Vietnam?

At work? Punctuality is really an issue.

CityPassGuide.com: You brought Starbucks to Vietnam?

I have been here for five years, but yes, I started the Starbucks Vietnam adventure almost three years ago. Myself, I started my career around 11 years ago as a barista in San Mateo, California. At that time, Starbucks had “only” 400 stores worldwide.

CityPassGuide.com: What draws Starbucks to Vietnam?

The Maxims Group in Hong Kong and Macao had a license for Starbucks in Vietnam and we felt the market was ready. In most other Asian countries we had already opened branches; Vietnam, as the second largest exporter of coffee in the world, was the next logical step.

CityPassGuide.com: What were the main obstacles of expanding to Vietnam?

Believe it or not, establishing a big brand faces obstacles in every country around the world. In Vietnam the issues were just of a different nature, that’s what made it our unique Vietnamese experience. But in a way it was easier to establish the business in an existing coffee culture like Vietnam. In other Asian countries you need to convert the tea drinkers first, but here you are just another player.

CityPassGuide.com: Speaking of other players, Highlands Coffee, Phuc Long and others have Vietnamese coffee on the menu, why not Starbucks?

First, we have. There are in fact two Vietnamese-style items on the menu. Asian Dolce Latte and Dolce Misto are inspired by ca phe sua da, done the Starbucks way. But adapting completely to the Vietnamese taste would take away our uniqueness. Many of our customers are used to Starbucks from other countries. When they come to Vietnam, they want to visit a Starbucks.

CityPassGuide.com: What is the most popular beverage in Vietnam?

From the cold section it’s the Green Tea Frappuccino. Especially people who are not used to drinking coffee are drawn towards this beverage. Among the hot drinks, it’s definitely the Latte.

CityPassGuide.com: Are there differences in consumption between the South and the North?

Definitely. First, in the North we have seasons and the consumption changes between winter and summer. In Saigon, there is no winter, so most of the hot drinks and drip coffees are consumed by foreigners.

CityPassGuide.com: What is the ratio of foreign customers?

Low, actually less than 5 percent.

CityPassGuide.com: How is Starbucks contributing to a sustainable development in Vietnam?

I believe we are an innovator. We have a very clear career path and already there are four or five stores in Ho Chi Minh City that are managed by Vietnamese former baristas. Also we build all our stores with respect to local material, with local construction partners and local artists.

CityPassGuide.com: How much coffee do you actually source in Vietnam?

Let me explain how our coffee works. There is the Starbucks Coffee Company who sources coffee all over the world, also in Vietnam. They roast, blend, package and distribute the product to all shops. Since we opened Starbucks Vietnam, they listened to us and pay closer attention to Vietnamese arabica beans.

CityPassGuide.com: What are the chances of Vietnamese coffee beans on the international market?

Vietnam sits in a golden chair, especially since it’s the largest producer of robusta beans worldwide. If we work with the farmers, we can especially push for arabica, the potential is enormous there.

CityPassGuide.com: What is the best coffee region for arabica in Vietnam?

Da Lat. The region has exactly what the arabica plants like and the cherries are especially beautiful, an important criteria for excellent coffee.

CityPassGuide.com: How much coffee do you drink per day?

One cup, drip coffee.

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