Starbucks Baristas: The daily grind
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Can/should I file an incident report (self.starbucksbaristas)
submitted by plushiequeenaspen
We have a customer, we're gonna call her Karen, who has a history of throwing drinks at people. The last time she did was before I came to this store so I haven't seen that first hand, but multiple SSVs have confirmed it. She tends to act aggressively even in the best of circumstances. Her "usual" is a trenta iced white mocha with multiple other modifications.
Yesterday instead of mobile ordering, she came into the store. I was on register, and she told me she didn't know how to order her drink. I told her well I can ring in whatever you want, but if you don't know... ¯\_(ツ)_/¯ She said let's wait for the SSV to get out of the bathroom, she knows my order, so I said that's fine, I'm gonna grab some of this food while we wait.
SSV takes her order and makes her drink while I try to get mobile food caught up, and I can hear Karen telling her that I was treating her like she's stupid. I didn't catch everything she said, but it was obvious she was complaining about me for several minutes. When I went to take my lunch, SSV brought it up and was like "you've been here long enough you should know her order" and told me I needed to fix my attitude, etc. I tried to explain my side of things and she wouldn't listen.
Today Karen comes in again, same SSV takes her order and makes her drink. I'm on mobile bar and I can hear them talking about me again, and it's all negative. SSV is saying thinks like how my behavior has been addressed, the manager knows, I won't be a problem anymore. When they realized I could hear them, they lowered their voices and kept talking about me.
The SM and this particular SSV not only encourage Karen's behavior, but they treat it like a joke, especially when it gets brought up that she's thrown drinks at people (which is legally assault in this state; battery if the drink hits someone). I'm high key offended that they keep supporting her and taking her side when I've never had issues with any other customers and she flat out lied about what happened.
Should I file an incident report so my side of things is recorded in case this escalates? Is there a relevant category? Sorry for long post, just wanted to be thorough with the background info
Yesterday instead of mobile ordering, she came into the store. I was on register, and she told me she didn't know how to order her drink. I told her well I can ring in whatever you want, but if you don't know... ¯\_(ツ)_/¯ She said let's wait for the SSV to get out of the bathroom, she knows my order, so I said that's fine, I'm gonna grab some of this food while we wait.
SSV takes her order and makes her drink while I try to get mobile food caught up, and I can hear Karen telling her that I was treating her like she's stupid. I didn't catch everything she said, but it was obvious she was complaining about me for several minutes. When I went to take my lunch, SSV brought it up and was like "you've been here long enough you should know her order" and told me I needed to fix my attitude, etc. I tried to explain my side of things and she wouldn't listen.
Today Karen comes in again, same SSV takes her order and makes her drink. I'm on mobile bar and I can hear them talking about me again, and it's all negative. SSV is saying thinks like how my behavior has been addressed, the manager knows, I won't be a problem anymore. When they realized I could hear them, they lowered their voices and kept talking about me.
The SM and this particular SSV not only encourage Karen's behavior, but they treat it like a joke, especially when it gets brought up that she's thrown drinks at people (which is legally assault in this state; battery if the drink hits someone). I'm high key offended that they keep supporting her and taking her side when I've never had issues with any other customers and she flat out lied about what happened.
Should I file an incident report so my side of things is recorded in case this escalates? Is there a relevant category? Sorry for long post, just wanted to be thorough with the background info
ehooning 35 points 2y ago
Yes you should! Just search through the categories, I can't really remember them all and pick whatever feels closest to the situation. I'm sorry that's happening to you, seems pretty ridiculous!
Tara_Kitten 28 points 2y ago
Absolutely. Your coworkers shouldn't be talking negatively about you in front of customers, and this "problem customer" should be the last person they do this with.
pineapplegnome 17 points 2y ago
Hell yeah!! Your SSV is in the wrong for letting Karen have free reign and abuse partners like that. Don’t ever sell yourself short for this job. Respect begets respect. The fact that your SSV isn’t protecting you or at the very least hearing your side is a grim representation of how much he/she actually cares for the partners. And fuck knowing what regular customers want. Don’t play that card on me. Memorizing someone’s drink isn’t the be all and end all of “knowing your customers.” There’s plenty of other ways to do that. If anything, it makes it harder for newer hires because it sets the expectation that the store and everyone that works in it should know then they get offended when we don’t because they’ve been coming here for years (trust me.. been there done that). Fuck them and their sense of entitlement (perpetuated by us tbh). Remind your SSV that “assuming the best in others” fcking include us.
pineapplegnome 7 points 2y ago
I’m soo ready to fight for you OP lol. I’m so triggered. I can’t with the disrespect towards you. You don’t deserve any of it.
jklmnopedy 2 points 2y ago
I wish I could upvote this 100 times
Leahwallzorz 16 points 2y ago
Literally from the second I read “she has a habit of throwing drinks at people.” That is a non-negotiable this woman should not be permitted in your store. File incident report, follow up with your store manager, and if you have to take it higher. This woman should not be allowed in your store EVER.
Edit to add:
You need to talk to your DM having read further into this - MOST ESPECIALLY about your SSV talking about your work performance with a customer. That’s completely unethical and unprofessional and should not be tolerated.
Edit to add:
You need to talk to your DM having read further into this - MOST ESPECIALLY about your SSV talking about your work performance with a customer. That’s completely unethical and unprofessional and should not be tolerated.
rudebii 2 points 2y ago
so much this. my first thought was "how the fuck has it been allowed to become a habit. one and out!"
were it me, i wouldn't talk about filing an incident report, even with friendly coworkers. just file it and put it out of your head, and take note and report further incidents or if you feel you are being retaliated against for filing a report.
were it me, i wouldn't talk about filing an incident report, even with friendly coworkers. just file it and put it out of your head, and take note and report further incidents or if you feel you are being retaliated against for filing a report.
lizeken 6 points 2y ago
Yeah dude go file it and contact the DM. I’ve had issues with a SSV who hates me for no reason, but she wouldn’t go as low as talking shit about me to customers. She’d talk me to my coworkers but never customers. Like someone else said, that customer needs to be banned
SelocAvrap 5 points 2y ago
A trenta iced white mocha?
Not only is your SSV being a pain in the aSSV and talking smack about you, they're actively going against standards for beverages
Talk to your manager, for sure
Not only is your SSV being a pain in the aSSV and talking smack about you, they're actively going against standards for beverages
Talk to your manager, for sure
plushiequeenaspen [OP] 4 points 2y ago
The SM is with the SSV on this one. In almost six months at this store I haven't even met the DM, but most people have described him as an asshole. I submitted online through ethics and compliance and also addressed a few other issues. (Did not feel comfortable submitting a regular incident report from the iPad due to fear of retaliation)
wandering_mind_ 5 points 2y ago
Yes!!! How unprofessional for both supervisor AND the store manager to be doing that!
I suggest when you do, to use “pattern of behavior” or phrasing along those lines. It totally fits your situation and those phrases will catch certain people’s attention.
I suggest when you do, to use “pattern of behavior” or phrasing along those lines. It totally fits your situation and those phrases will catch certain people’s attention.
nicoolspams 4 points 2y ago
raise absolute hell to the district manager and anyone above them, if i ever heard another shift or my store manager talking about a barista to a customer who already should have been banned from the store from throwing drinks i would destroy them. plus throw hands with the karen
LaurdAlmighty 3 points 2y ago
You should and customers throwing drinks at you is assault. Call the police, plus her doing that violates the updated 3rd place policy
RoaringDragonite 3 points 2y ago
Incident reports take less than 5minutes and you really have to stack up a bunch of them about specific people at specific times before anyone does anything.
So yes. File one every single time this woman comes in and acts like that. That’s absolutely horrific and you should have that on file (added benefit that if you include the specific time it occurred then if you need to go back they can check the cameras at those specific times)
So yes. File one every single time this woman comes in and acts like that. That’s absolutely horrific and you should have that on file (added benefit that if you include the specific time it occurred then if you need to go back they can check the cameras at those specific times)
Scottbaker68 2 points 2y ago
What’s up with SSV’s being terrible, I’m a SSV rn but like, when I was a barista I remember having shifts who would talk like that to people because they felt some overwhelming level of power being granted the ability to hold a key and open the safe lol.
Being responsible for a shift does not give you any level, nor authority, to ever speak like that to someone, you should know “that” person’s drink? Please speak up to whoever that was and do not let them belittle you. That irritates me because it’s a group effort, I enjoy working at Starbucks, for the most part I have had a good experience, but I cannot stand people who talk down to others that way, or in a rude and arrogant tone. I’m sorry that happened to you.
Being responsible for a shift does not give you any level, nor authority, to ever speak like that to someone, you should know “that” person’s drink? Please speak up to whoever that was and do not let them belittle you. That irritates me because it’s a group effort, I enjoy working at Starbucks, for the most part I have had a good experience, but I cannot stand people who talk down to others that way, or in a rude and arrogant tone. I’m sorry that happened to you.
[deleted] 2 points 2y ago
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