Starbucks Baristas: The daily grind
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Getting from a 24 customer connection score to a 50 (self.starbucksbaristas)
submitted by milk_steamer
Hey friends! I'm a trainer trying to transition into a shift at my store and I have been put in charge of getting out customer connection score up! Just a little information about our store, we're at normal hours, 4:30AM-10Pm, a very high volume store too, with an 8 partner play, we got a 32 OTW time 2 days in a row (our all time lowest!), we stay very busy until around 9:30pm, we are in a high traffic area (right off the interstate, down the road from a hospital, many office buildings, a huge shopping center, near pretty much every chain fast food restaurant you can think of, and right off of a very busy street.) I'm trying to come up with ideas on how to improve our cc score. I'm my stores only trainer (and reigning partner of the quarter:D) and I'm working very hard to make sure my store is the best as far as drink standards, CSR, speed, and now customer connection. A while ago, we had implemented a customer connection board where Shifts would give out stars when they saw a partner connecting consistently throughout the shift. At the end of the month, the person with the most stars would win a prize. I tied and won an apron with my name embroidered on it. The shifts haven't had time to pay much attention to it because of the holidays so I'm working on re-incorporating back into our store to get that score back where it was that month! Does anyone have any other ideas or tips on getting that score up? Theres only so much I can do leading by example and giving incentive. what tips do you all have?
QueenMab88 8 points 2y ago
We like to poll customers! Random questions of the day, like what's your favorite dinosaur? It's a little weird, it makes people laugh, and our score was 53 last week.
ea374616 5 points 2y ago
What are the different ways that you are connecting with your customers?
milk_steamer [OP] 5 points 2y ago
It depends on the position. Every position welcomes people, besides DTO and DTR when they're taking orders. When I'm on front or DT I'll make small talk while payment is going through. I try to make a connection with every person and that connection differs depending on the person. If I'm on cafe bar I'll make other small talk like if they have a shirt of a band, movie, sports team, etc, I know just enough about a lot of things to make small talk. We have a lot of regulars that we get to know really well too. it really just depends on the person and the time of day. if its 5-6am I know people aren't gonna want to be talking. if its later on and I know the person I'm making the drink for I can make small talk while making their drink. Also, with all the new seasonal drinks I'll make conversation about those drinks. Like if someone ordered a Caramel Brûlée I'll talk about how good it is and maybe ask if they've tried the toasted white mocha or other seasonal drinks.
that kind of thing I guess.
that kind of thing I guess.
ea374616 2 points 2y ago
Sounds like the store is on the way for improvement! I know for our store, our customer connection rating greatly increased once we learned customer names and orders. Saying someone's order as they reach the point of sale (or whatever) was a big push for some of those that didn't like to talk so much.
Before social media pushed for "surprise me" drinks, reccommending a lightly modified drink pushed for a more personal experience. Now it is a little irritating, but whoever is DTO or Front Reg. could suggest their fav beverage or something like that if theres ever a hesitation w someone ordering. Otherwise, the score should increase in no time. Good luck!
Before social media pushed for "surprise me" drinks, reccommending a lightly modified drink pushed for a more personal experience. Now it is a little irritating, but whoever is DTO or Front Reg. could suggest their fav beverage or something like that if theres ever a hesitation w someone ordering. Otherwise, the score should increase in no time. Good luck!
sheep_heavenly 3 points 2y ago
my store is the highest in my city right now, but my bias in advice is that I absolutely hate customer connection focus plans.
so like people give neat ideas about connecting, but frankly it's about foundation. if your partner morale is in the shitty, so will your connection score. if they're having a good time, they're far more likely to interact in a way that's appreciated by customers. I've noticed far too many stores noticing they have a connection problem, ignoring their partners feeling unwell as a general mood, and then cracking down on specific strategies to prioritize customer connections. Never makes the partners feel good.
also free stuff. customers love free stuff. a freebie or two can 180 the gruffest customer and make relatively unremarkable interactions a lot rosier for weeks. We surprise and delight with expiring pastries and freebie drinks for people with bad days. Or sometimes randomly. Especially if its something like a nonfat mocha, we never use all the mocha and we overordered on nonfat.
so like people give neat ideas about connecting, but frankly it's about foundation. if your partner morale is in the shitty, so will your connection score. if they're having a good time, they're far more likely to interact in a way that's appreciated by customers. I've noticed far too many stores noticing they have a connection problem, ignoring their partners feeling unwell as a general mood, and then cracking down on specific strategies to prioritize customer connections. Never makes the partners feel good.
also free stuff. customers love free stuff. a freebie or two can 180 the gruffest customer and make relatively unremarkable interactions a lot rosier for weeks. We surprise and delight with expiring pastries and freebie drinks for people with bad days. Or sometimes randomly. Especially if its something like a nonfat mocha, we never use all the mocha and we overordered on nonfat.
Willowstorm9 2 points 2y ago
I'm having the same problem with my store (consider me a sm for a Target).
We aren't nearly as busy as you but what I realized that really get guests smiling is have a team that's laughing and having fun. I love being the butt of jokes because it means my team is laughing and we're bringing the guests into it.
We did hit 50 back in July and that was the main difference I noticed. My city isnt big on small talk and people are quite rude, but when guests see us smiling and having a good time, everyone is having a good time. I've gotten everyone in line to participate before in making fun of me. It was quite a ride.
We aren't nearly as busy as you but what I realized that really get guests smiling is have a team that's laughing and having fun. I love being the butt of jokes because it means my team is laughing and we're bringing the guests into it.
We did hit 50 back in July and that was the main difference I noticed. My city isnt big on small talk and people are quite rude, but when guests see us smiling and having a good time, everyone is having a good time. I've gotten everyone in line to participate before in making fun of me. It was quite a ride.
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