Starbucks Baristas: The daily grind
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What's your secret for customer connection scores? (self.starbucksbaristas)
submitted by ehrle100
I asked my manager and he said they are super low. We have tried asking for names at dto and chatting with people while they are waiting for their drink. Our drive thru times a usually good, so it's not like they are waiting that long either. We try to go above and beyond and all the time they will don't give us good scores.
CoffeeIslander 24 points 2y ago
I don't know if it works, but I feel like customers respond better to us just working faster and paying attention and listening. They go there to get drinks and be treated like humans, they don't go there to be monologued to and asked irrelevant questions while we make their drinks wrong because instead of listening we're so focused on "connection" scores. Customers tell me all the time that their experiences are better when I'm working, which is funny because I'm one of the partners that don't give a f--- about the stupid customer connection scores and instead I just do my job, pay attention, and put in some effort. From customer comments like that, I really feel like the corporate push for customer connection scores has actually hurt customer loyalty more than helped it because now everyone is focused on asking customers what their favorite cartoon is instead of getting their orders together and the customer is clearly thinking "can't you tell I have somewhere to be and I didn't come here to be quizzed on what my favorite color is?" Sorry, I feel like that doesn't really answer your question. lol. But yeah, my personal experience is I don't even think about the customer connection scores and I just worry about the actual customers instead.
daughterhood 5 points 2y ago
Honestly this. Customers really respond to seeing our team hustle and trying to get things out quickly. It helps a lot if you’re able to say things like “i don’t see your drink yet but what is it/the name? I can let you know when i get the sticker there are a few orders ahead of you.” Sometimes when i’m on cafe/MOP bar and customers ask me where there food is I try to just make a quick 5 second trip to the oven. Half the time the bag is there but the warmer is too busy to bring it over so i grab it for them. It helps if you like start steaming a latte before you leave because then the drinks are still progressing. It can really change the tone of the lobby if you make someone feel like you care about their order and not just getting them out of their face. Obviously it’s not always possible when ur overwhelmed and there’s callouts, but it can help when you are able to do that. In drive thru if I’m taking orders i always try to say “hi welcome to starbucks how are you today?” Sometimes they even ask me how I’m doing and I get to be like “i’m good thanks for asking!” Or i can make a joke like “i’m hanging in there” if it’s clearly really busy and the line is wrapped around the building. If I’m on window I always make sure to smile and say hi to them. If their order is taking a little while i say okay I’m waiting on “x” let me go find it. And if the bar person is really backed up I wash my hands and help make some cold drinks.
I feel like the way corporate push for connections really only works when it’s slow and it just aggravates customers and partners when it is really busy.
I feel like the way corporate push for connections really only works when it’s slow and it just aggravates customers and partners when it is really busy.
CoffeeIslander 5 points 2y ago
What!? You're doing it all wrong! You're SUPPOSED to halt all progress on everything and then read a prewritten mass-produced customer service-y greeting speech that includes the words "my pleasure" and "welcome to Moe's . . . I mean Starbucks." You're failing at manufactured artificial connections! Stick to the script and stay planted!
CRSN-Atomic 6 points 2y ago
Ima be honest chief, I have a 110 drive thru time on the weekend and the highest customer connection score in the district. I get people calling often saying it takes too long and we are too slow and people complain in the lobby all the time. Buuuuutttt chilling with a 58 CC score for some ungodly reason. I actually have no idea how or why, the system is broken and rigged IMO.
FoxyOnTheRun_ 4 points 2y ago
The secret is that everything is made up and the points don’t matter.
acertwo 3 points 2y ago
I know this sounds super defeatist but I gave up on those scores months ago. Our store pretty much consistently has the worst scores in the district but after months and months of the score going up and down, I realized that no matter what we do, people aren’t going to leave better scores. One of my partners also told me something that’s stuck with me, that most of the time, if you had a good experience at Starbucks, you’re not going to do the survey, but if you had a bad experience, whether it was your fault or ours, you’re gonna do the survey and leave all low scores. The algorithm doesn’t account for vindictive problem customers, and for me, that’s why it’s just a waste of time and effort.
official_koda_ 2 points 2y ago
Don’t care about them since we don’t get anything out of raising scores
no0dles130 1 points 2y ago
Just tell customer making a Starbucks person or picking up a mobile order if they ever get one of those surveys to give the store a 7
Kaywin 1 points 2y ago
I was told that this score is based exclusively on receiving a perfect 7/7 for the survey question: “Did your barista make an attempt to get to know you?”
So, good luck. I am pretty good at making customer connections, but frankly the question is so specific yet vague as to be meaningless. Customers aren’t reading it as closely as my previous SM (“you should *make an attempt*, whether or not they ignore you, it’ll improve our scores.”) I’ve seen comments from customers on Reddit saying they read that question as “Did your barista get to know you?” And obviously, if you have 50 kajillion people all waiting in your lobby on mobiles and you’re just trying to crank ‘em out, hell no you’re not gonna be able to really get to know them all.
So, good luck. I am pretty good at making customer connections, but frankly the question is so specific yet vague as to be meaningless. Customers aren’t reading it as closely as my previous SM (“you should *make an attempt*, whether or not they ignore you, it’ll improve our scores.”) I’ve seen comments from customers on Reddit saying they read that question as “Did your barista get to know you?” And obviously, if you have 50 kajillion people all waiting in your lobby on mobiles and you’re just trying to crank ‘em out, hell no you’re not gonna be able to really get to know them all.
MF_DOOMs_Mask 1 points 2y ago
I think my store is at 47-50 range which is way higher than we were before (28)
8263017491739274 1 points 2y ago
How did you get there though? My store is at a 24 right now and I’be just been put in charge of getting it to a 50+.
MF_DOOMs_Mask 1 points 2y ago
At the time of your comment we have gone down to a 41 hah. Honestly all that changed was telling people "welcome" when they come in and "have a good day" when they leave which I basically did already but we had to drill that in to everyone's head
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