Starbucks Baristas: The daily grind
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DM didn't back me up, now customer has it out for me (self.starbucksbaristas)
submitted by invisible-teacup
So I was told by my SM that if a customer refused to wear a mask then I was allowed to refuse service. I was really glad that starbucks was allowing me to do this because having people in the store without masks makes me really uncomfortable (and also it's currently the law in my state to wear one).
About a week later this guy comes in without a mask. I ask him if he has a mask, which he does not, and then politely offer him one from our basket of masks that we have for customers who "forget" theirs. He immediately gets aggressive with me and asks me if I will refuse him service if he doesn't wear a mask. I tell him that I am allowed to do so if he will not wear a mask. He cuts me off mid sentence: "Are you refusing me service? Yes or no." So fuck it. I told him I was in fact refusing him service and he needed to leave. He asks for the numbers for corporate and my DM, which I happily give to him because I know I am doing nothing wrong. He storms out and I'm shaken but figure that's the end of it.
Ten minutes later I get a call from my DM. She tells me that the guy is coming back and I have to serve him. According to her, because the mask thing is "a mandate from the governor, not a law" so we can't enforce it. So what else can I do? He comes back and I ring him up for his fucking coffee while he gloats about how he "gets what he wants" and continues to be aggressive.
Needless to say, I felt really thrown under the bus. I reached out to my SM and she has told me she will talk to the DM about it but I doubt anything will come of it. The guy showed up again today and continued to be aggressive towards me while I tried to ring him up for his coffee as quickly as possible and get him out. Every interaction with him leaves me really anxious to the point where my hands are literally shaking and I have to go sit in the back and calm down.
I'm considering calling PCC but I already put in my 2 weeks and my last day is this saturday so I don't know if it would matter. The customer is only has it out for me at the moment and isn't bothering any of the other partners, but I'm worried about what will happen after I'm gone. Is there any point in me calling?
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Edit: I called PCC to see if at the very least I could get some definitive answers about what I am and am not allowed to do regarding masks. I gave them the whole story but they were pretty useless :/ I was told that the only info they have is about how partners are required to wear masks and nothing about customers wearing masks (because who cares about keeping partners safe from customers amirite). They suggested I reach out to my DM for more info :////
My time with sbux hasn't always been the greatest but it fucking sucks that this is what is defining my final week after 6 years with the company.
About a week later this guy comes in without a mask. I ask him if he has a mask, which he does not, and then politely offer him one from our basket of masks that we have for customers who "forget" theirs. He immediately gets aggressive with me and asks me if I will refuse him service if he doesn't wear a mask. I tell him that I am allowed to do so if he will not wear a mask. He cuts me off mid sentence: "Are you refusing me service? Yes or no." So fuck it. I told him I was in fact refusing him service and he needed to leave. He asks for the numbers for corporate and my DM, which I happily give to him because I know I am doing nothing wrong. He storms out and I'm shaken but figure that's the end of it.
Ten minutes later I get a call from my DM. She tells me that the guy is coming back and I have to serve him. According to her, because the mask thing is "a mandate from the governor, not a law" so we can't enforce it. So what else can I do? He comes back and I ring him up for his fucking coffee while he gloats about how he "gets what he wants" and continues to be aggressive.
Needless to say, I felt really thrown under the bus. I reached out to my SM and she has told me she will talk to the DM about it but I doubt anything will come of it. The guy showed up again today and continued to be aggressive towards me while I tried to ring him up for his coffee as quickly as possible and get him out. Every interaction with him leaves me really anxious to the point where my hands are literally shaking and I have to go sit in the back and calm down.
I'm considering calling PCC but I already put in my 2 weeks and my last day is this saturday so I don't know if it would matter. The customer is only has it out for me at the moment and isn't bothering any of the other partners, but I'm worried about what will happen after I'm gone. Is there any point in me calling?
​
Edit: I called PCC to see if at the very least I could get some definitive answers about what I am and am not allowed to do regarding masks. I gave them the whole story but they were pretty useless :/ I was told that the only info they have is about how partners are required to wear masks and nothing about customers wearing masks (because who cares about keeping partners safe from customers amirite). They suggested I reach out to my DM for more info :////
My time with sbux hasn't always been the greatest but it fucking sucks that this is what is defining my final week after 6 years with the company.
jchbegg 44 points 3y ago
Please do call!
P.S. (DO NOT DO THIS THIS IS JUST A HYPOTHETICAL)
When something like this happens, you could, theoretically, call or online chat with customer support while posing as a customer. You could use a new email and a fake name to let them know that a very rude person ruined your experience at your local store by not wearing a mask, and demand that the store enforce masks. Under the protection of anonymity, you could go full Karen and throw a bitch fit about the company endangering your life by letting some human scum walk around spreading his germs... You could also make a bitchy phone call to several local news stations wailing about the near-death experience you just had.
I have ABSOLUTELY NEVER done this, and I don't think it's something you should do, but as someone who has NEVER done this, I can confirm that it would definitely work.
;)
P.S. (DO NOT DO THIS THIS IS JUST A HYPOTHETICAL)
When something like this happens, you could, theoretically, call or online chat with customer support while posing as a customer. You could use a new email and a fake name to let them know that a very rude person ruined your experience at your local store by not wearing a mask, and demand that the store enforce masks. Under the protection of anonymity, you could go full Karen and throw a bitch fit about the company endangering your life by letting some human scum walk around spreading his germs... You could also make a bitchy phone call to several local news stations wailing about the near-death experience you just had.
I have ABSOLUTELY NEVER done this, and I don't think it's something you should do, but as someone who has NEVER done this, I can confirm that it would definitely work.
;)
invisible-teacup [OP] 9 points 3y ago
Thanks for the hypothetical! It's definitely an interesting idea even though it's not something I would ever do of course.
;)
;)
theblackwarlock44 2 points 3y ago
Yes it would be a shame if you were to do this ;)
TheBlueSuperNova 25 points 3y ago
Yes please call. Screw your DM for putting your safety at work. That’s completely asinine. This is something I myself at worried about happening in the future and I hope that I have that back up that I need.
AndrewtheRey 15 points 3y ago
Fuck that DM. I would be calling them back fucking screaming if they pulled that shit with me. I’m so tired of this company
snidejenner 13 points 3y ago
Honestly since you already put in your two weeks, continue to refuse service. If he asks why you can say your store manager set that policy. He can mention the DM but at the end of the day if you dont serve him what are they gonna do? Fire you?
NOTcreative- 9 points 3y ago
Starting Monday all stores will require facial coverings as outlined by Rossann. There is training involved for deescalation which it sounds like you didn’t get. We also can provide the option of taking their order while they remain outside and then bring their drink to them. There’s a script for us to go by. Definitely call PRSC if this isn’t resolved by Monday.
sharkiemd 1 points 3y ago
wait, for real? is this on the partner hub?
NOTcreative- 3 points 3y ago
Yup first thing under store communications gives you all the deets
Livetheuniverse 1 points 3y ago
Is it something that can only be accessed in store? I'm on the partner hub at home and I do not see a store communications.
NOTcreative- 1 points 3y ago
Shouldn’t be, works for me. I’m a manager but shouldn’t make any difference, we all have equal access to the main parts of the hub. Store news and resources drop down, store communications drop down, first communication. If it’s not there let me know for sure so I know in the future.
mr-potatohead_ 9 points 3y ago
I am shaking I'm so angry for you right now. Since you have already put in your 2 weeks I would refuse to serve him when he comes in. Make someone else do it. Excuse yourself and go to the back. That's so fucked.
invisible-teacup [OP] 2 points 3y ago
As much as I'd love to refuse him service again I really don't think I have it in me a second time. In retrospect he was definitely looking for someone to fight about masks with and now that I have stood up to him he is trying to bait me and intimidate me every time he comes in. I hate confrontation and don't wanna argue with this guy any more I just want him to leave me alone.
I'm the closing shift and we're usually on 2 person coverage most of the evening. I don't want to hide in the back and make a barista deal with the guy alone.
I'm continuing to reach out to my SM about it and she says she's letting the DM know but so far I haven't heard anything back. I'm going to file an incident report when I'm in the store today in case the customer targets other partners after I'm gone and they want to try to ban him from the store. Unfortunately I think that's the best I can do.
I'm the closing shift and we're usually on 2 person coverage most of the evening. I don't want to hide in the back and make a barista deal with the guy alone.
I'm continuing to reach out to my SM about it and she says she's letting the DM know but so far I haven't heard anything back. I'm going to file an incident report when I'm in the store today in case the customer targets other partners after I'm gone and they want to try to ban him from the store. Unfortunately I think that's the best I can do.
mr-potatohead_ 1 points 3y ago
You can only do what you are capable of. And I super appreciate you not leaving your only barista to deal with this guy. But I think you have a unique opportunity a lot of us would like to have right now. You have the ability to call shitty people out on their bullshit with literally zero consequences attached. Obviously, put your own mental health and safety first. But I think it might feel good and empowering to use your position to stick up for yourself.
This is going to sound so cheesy and stupid... but honestly sometimes I practice my "dead face" so that when a customer said some bullshit to me I can respond with the worst bitch face I can summon. They can't complain about me because I will never say anything too rude (bc I need this job. Lolololll) but they get the message loud and clear that I will not put up with their bullshit. The other day a lady came in and was just being a general bitch. She lied about her drink in order to get a free one and said ooops I already touched it, guess I'll just keep it. So I replied that I actually needed the sticker to know what I did wrong. I took the drink back and locked eyes as I dead faced and dumped it down the sink in drive. 😂😂😂 best moment of my week. It's all about the little victories. Find the joy where you can get it right now.
This is going to sound so cheesy and stupid... but honestly sometimes I practice my "dead face" so that when a customer said some bullshit to me I can respond with the worst bitch face I can summon. They can't complain about me because I will never say anything too rude (bc I need this job. Lolololll) but they get the message loud and clear that I will not put up with their bullshit. The other day a lady came in and was just being a general bitch. She lied about her drink in order to get a free one and said ooops I already touched it, guess I'll just keep it. So I replied that I actually needed the sticker to know what I did wrong. I took the drink back and locked eyes as I dead faced and dumped it down the sink in drive. 😂😂😂 best moment of my week. It's all about the little victories. Find the joy where you can get it right now.
colonade17 2 points 3y ago
Report it to partner resources,
Report it to your local health department that management is refusing to follow the rules. SMs and DMs need to get the memo that we need to be part of the solution not the problem. They're too worried about CC scores and bottom lines to realize how immoral they're acting.
Report it to your local health department that management is refusing to follow the rules. SMs and DMs need to get the memo that we need to be part of the solution not the problem. They're too worried about CC scores and bottom lines to realize how immoral they're acting.
TitanWet 1 points 3y ago
https://www.youtube.com/watch?v=hTOKJTRHMdw
carmela89 1 points 3y ago
if your manager or dm don’t resolve the issue, next time he comes in just get someone else to serve him. you should be able to refuse service if someone isn’t wearing a mask especially if they’re going to be so rude about it.. i wish they enforced masks where i live. but since it doesn’t seem you can, just get someone else to deal with him cuz i don’t think he’ll ever be pleasant towards you because he feels super entitled even more so that your dm backed him up
wandering_mind_ 1 points 3y ago
I suggest calling and filing a harassment report. Let them know the background, including how the DM did not support your third place and now the individual continues to belittle because of a simple question. Please make sure you use keywords like “belittle” & “supporting the third place”. It strokes corporates ego & that’ll help you get some ears to listen.
mielmami 1 points 3y ago
crackpipe95 1 points 3y ago
So fucking tired of working for this capitalist bullshit company. Starbucks can burn in hell
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