Starbucks Baristas: The daily grind
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Ringing up espresso drinks vs lattes (self.starbucksbaristas)
submitted by xalaskarose
Alright. We all get those customers who try to “hack” the system. I’m honestly not even really bothered by it because hey, Starbucks has their short comings so whatever. Anyway... I had a customer today who asked for a “build my own latte” and I was like, okay interesting. But they literally were asking for a latte with syrup and steamed 2%, the whole deal . So that’s how I rang it up. When they came up to the window (this happened in drive thru) they said something along the lines of “it’s never been this much before. The way I said it should have been the right way.” So it took me a minute, and I was like, ah so you want 3 espresso shots, in a Grande cup, with steamed 2%, etc. and the total was like maybe a bit less than $2 cheaper.
Please... help me find the fine line between telling a customer the difference between espresso only drinks with add-ons and a latte because right now, I have no reasoning to not give them the cheaper version of the latte due to the way they ordered it. You get what I mean? Anyone else deal with this?
Please... help me find the fine line between telling a customer the difference between espresso only drinks with add-ons and a latte because right now, I have no reasoning to not give them the cheaper version of the latte due to the way they ordered it. You get what I mean? Anyone else deal with this?
harmlessZZ 19 points 2y ago
Bottom line you can always tell the customer that your name is on the register and you could get in trouble from your manager (which is actually true). It sounds like you understand why people can’t do this (like what about a doppio espresso in a tall cup with hot water?), but you can be clear with the customers that you have to ring it out correctly or you will get in trouble.
You can also explain that we charge for the labor and product so we get enough labor hours (so we can have the correct staffing) and so we can account for inventory. The “ask me” button should be used sparingly and only when necessary because that stuff doesn’t go towards labor or inventory.
And if they hit you with the “but other stores do it for me”, explain that it is very against the rules and they might be experiencing staffing issues due to the pandemic so they have new hires, and for bonus points, ask them which store it is so you can report it to your district manager.
Edit: also, afterthought, if someone orders an espresso with extra steamed milk, I ask them how much milk they want and I explain that I have to charge for anything over 4 oz (about an inch) and I explain that I’d have to charge for a latte of they want it filled to the top. Most of the time, people really appreciate the explanation and they seem to be more understanding (and then they know that I know my damn rules and they can’t bullshit me XD)
You can also explain that we charge for the labor and product so we get enough labor hours (so we can have the correct staffing) and so we can account for inventory. The “ask me” button should be used sparingly and only when necessary because that stuff doesn’t go towards labor or inventory.
And if they hit you with the “but other stores do it for me”, explain that it is very against the rules and they might be experiencing staffing issues due to the pandemic so they have new hires, and for bonus points, ask them which store it is so you can report it to your district manager.
Edit: also, afterthought, if someone orders an espresso with extra steamed milk, I ask them how much milk they want and I explain that I have to charge for anything over 4 oz (about an inch) and I explain that I’d have to charge for a latte of they want it filled to the top. Most of the time, people really appreciate the explanation and they seem to be more understanding (and then they know that I know my damn rules and they can’t bullshit me XD)
xalaskarose [OP] 3 points 2y ago
Thank you so much, my store really needs to be informed on this!
jdsalingersdog 3 points 2y ago
As far as I know, as previous commentor mentioned, it is a milk-ratio thing. I had someone order a single espresso shot with steamed milk the other day & say "but I want it in a grande cup" I asked if they wanted room in the cup or filled, they said filled. I said "no problem, that will be a grande latte with a single shot" they said no, etc. This went on a while back & forth. No not a latte, please put it in a tall cup/ espresso macchiato in a tall cup? No, fill, etc. We said ok, a short latte, here ya go & that was that.
Anything more than 4oz is what we say at our store as well. Given we have milk & half & half behind the bar due to covid regs, we use this as well for when people want milk on the side.
Anything more than 4oz is what we say at our store as well. Given we have milk & half & half behind the bar due to covid regs, we use this as well for when people want milk on the side.
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