Starbucks Baristas: The daily grind
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No headset for dt bar? (self.starbucksbaristas)
submitted by bbun223
Our new DM came through today and told us the only person that can wear a headset is dto. Thing is we are chronically understaffed and the dto/dtr role is usually always on one person and someone is always double baring at points In the day. I’m confident on dt and I struggled today being on a headset alone, dt bar just making what stickers were printing while being expected to double bar. I kept feeling like I was doing dt alone, having to start making drinks because the other partner was trying to get mobiles done and CANT HEAR THAT IM GETTING HELLA DRINK ORDERS. Our store has so much pressure to keep dt times down and I just don’t see how that can be a thing when they are literally making it so we can’t make drinks until the car pulls away from the order screen. I’m all kinds of frustrated today. Maybe other stores who do this are just used to it but man... this has really thrown me off.
TheBoisterousBoy 3 points 3y ago
This honestly is a really old rule and I’m kinda shocked it took so long for your store to have someone say something.
They (corporate and probably your store manager if they’re doing their job) want a better customer connection rating. A barista with a headset on isn’t as approachable as one without a headset. Plus you’re gonna be hearing voices the entire time you’re working so if a customer asks you something or tries to have a conversation you won’t hear them.
Did my stores do it for a while? Yeah, obviously. But honestly, it is WAY easier without that thing on.
They (corporate and probably your store manager if they’re doing their job) want a better customer connection rating. A barista with a headset on isn’t as approachable as one without a headset. Plus you’re gonna be hearing voices the entire time you’re working so if a customer asks you something or tries to have a conversation you won’t hear them.
Did my stores do it for a while? Yeah, obviously. But honestly, it is WAY easier without that thing on.
rabbitmom1999 7 points 3y ago
this is a thing??? we basically all have headsets on at all times, the only people who don’t are like register and cafe bar because it would just distract them, but I can’t imagine not having a headset on DT bar or even warming, bc we’re always asking them over the headset if we’re out of something a customer just ordered
TheBoisterousBoy 2 points 3y ago
Yeah, it’s a thing.
Usually the only two people in my store who have a headset on are Front/Customer Support and DT/DTO (I use DT as one position because in all honesty 85% of the time there’s only one DT partner). CS/Front has a headset on so if someone comes in DT can call them, also so DT can relay what is needed on the floor to them instantly.
Pay attention to your stickers. Don’t listen to what’s being ordered over the headset.
I had a shift recently where a barista decided she would be on bar and wear a headset for the exact reasons you’re mentioning. 9 times out of 10 a customer will change their mind on size, hot/iced and drink type. If you do what she did and start making the Venti Iced White Mocha you year at first, you’ll miss when the customer says “actually, make that a grande hot caramel latte” and you’ve created waste. You also just missed the customer asking you where the cream is, making them super angry and lowering your customer connection.
I know that on the surface it seems like it’s helping, but it honestly isn’t at all, it’s holding you back.
Usually the only two people in my store who have a headset on are Front/Customer Support and DT/DTO (I use DT as one position because in all honesty 85% of the time there’s only one DT partner). CS/Front has a headset on so if someone comes in DT can call them, also so DT can relay what is needed on the floor to them instantly.
Pay attention to your stickers. Don’t listen to what’s being ordered over the headset.
I had a shift recently where a barista decided she would be on bar and wear a headset for the exact reasons you’re mentioning. 9 times out of 10 a customer will change their mind on size, hot/iced and drink type. If you do what she did and start making the Venti Iced White Mocha you year at first, you’ll miss when the customer says “actually, make that a grande hot caramel latte” and you’ve created waste. You also just missed the customer asking you where the cream is, making them super angry and lowering your customer connection.
I know that on the surface it seems like it’s helping, but it honestly isn’t at all, it’s holding you back.
rabbitmom1999 1 points 3y ago
idk our drive thru is so busy that bar is usually a car or two behind, so they couldn’t even start a drink early if they wanted to and that’s never really been an issue for me. it is mostly just background noise but sometimes we can catch a mistake (cappuccino vs Frappuccino usually lol) or take an order when we’re totally caught up on drinks if the need arises. plus our customers usually bother the person on register about empty carafes. maybe it’s just my store, but I can think of a bunch of times that having everyone on headset has helped us and basically zero times that it’s slowed us down/decreased connections
TheBoisterousBoy 0 points 3y ago
I’m not trying to be a dick here, but your bar is slow because they’re listening to other things. We’ve literally tested it at my old store. We got three different baristas, one veteran, one fairly new and one brand new and they all showed slower times across the board when a headset was involved. You’re losing focus by listening to the orders. “What kind of milk did she say? What size did he want? Did she want it hot or iced?” When you can literally look at the cup and know for certain what is needed.
bbun223 [OP] 1 points 3y ago
We are kind of a new store and most of the partners (myself included) all were new hires when we opened. We were all trained/shown one way and have struggled under bad management. We got a new DM and manager all in the same month and lots of changes are happening. This was just the first change I struggled with personally.
TheBoisterousBoy 0 points 3y ago
Honestly, that’s atrocious and it sounds like no one is actually training you guys. Management should have taken some time to be on every shift type (opening, mid, closing) to help out with retraining everyone to standard, obviously not in one day, but over time.
If you don’t mind me asking, about how many orders are you guys getting every 30 minutes?
If you don’t mind me asking, about how many orders are you guys getting every 30 minutes?
coffeeslinger2000 2 points 3y ago
Honestly, I prefer it. It’s incredibly distracting to have a headset on if I’m not using it or I don’t need to.
andersonm499 1 points 3y ago
I am usually on DTB during our morning peak most days and I like having a headset on, I listen and make the drinks and can stay on a good pace that way. I cue drinks and make good time. We have really good drive times. I feel like that if they said no more head set that would just be me looking at the screen as they ordered alot
bbun223 [OP] 1 points 3y ago
Yeah honestly that’s been me now working without a headset. Me hovering behind dto looking at the screen so I can start making a beverage....I can’t handle the standing there and not making a drink until the car pulls away
bbun223 [OP] 1 points 3y ago
Yeah we never get trained on anything. I was the SSV today and my manager was like “no dt bar headsets” and walked away.
We usually Maintain 20-30 every half hour with periods of 35-45 thrown in between (during the week). Weekend afternoons we are just a constant 30 plus. I know it’s not a lot compared to other stores but we struggle with 3 partner plays most of the time. The days when we at least have stronger baristas we can manage... other days it’s hell.
We usually Maintain 20-30 every half hour with periods of 35-45 thrown in between (during the week). Weekend afternoons we are just a constant 30 plus. I know it’s not a lot compared to other stores but we struggle with 3 partner plays most of the time. The days when we at least have stronger baristas we can manage... other days it’s hell.
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