Starbucks Baristas: The daily grind
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What can I do as a shift to protect myself from the harassment of a regular? (self.starbucksbaristas)
submitted by cpweird
Theres a regular we have at our store (DT location) who comes through every other day to complain about a drink made wrong the day (or week) before. We always give her the remakes and do our best to ensure the drinks come out as she wants them (theyre literally caramel fraps idk why she always comes to say we messed it up. how do u mess up a caramel frap.) and yet she always comes through with an attitude. back in january, we had a disagreement in the drive through over the upcharge on the caramel drizzle in her mocha frap and she proceeded to throw 4 of those mocha fraps at me (2 at a time). I filed a restraining order on behalf of the store but my DM somehow was able to lift the ban and allow her back into the store even though she assaulted me. I've done a pretty good job at avoiding her these past couple months but unfortunately a couple days ago I had another encounter with her where she asked to speak to a manager and since i was the only shift lead in the store and the manager wasnt to come back until the next morning, she got upset with me over a messed up drink again and walked out calling me a stupid bitch. I called my manager immediately after the incident and she told me we'd begin the process of expelling her as a customer. However, she came back today and unfortunately we had to serve her as my manager hadn't yet told us we were no longer serving her. I do not feel safe with this customer coming to our store, but I'm afraid that they will ultimately take her side in this and I will be either moved or separated (fired). What can i do to cover my own ass??? Help :((
jdsalingersdog 25 points 2y ago
Incident reports. Every single time. Best of luck with this; you should absolutely feel safe & supported in your store.
baristoad 18 points 2y ago
If you have a restraining order then your manager and DM can’t “lift the ban”. That’s a legally binding document and you are well within your rights to call the police to have this customer arrested for violating the RO.
8Ariadnesthread8 16 points 2y ago
don't you have the right to refuse service to anyone at any time? Why don't you just tell her to leave as soon as she walks in the door?
cpweird [OP] 6 points 2y ago
i do when theres no other shift leads, but she makes it a huge deal and calls my manager every single time. its almost like she has her on speed dial :/ ive written my statement regarding the incident and ive respectfully asked to have her expelled as im concerned she may escalate her behavior with me and my partners, not that she hasn't already assaulted me. my manager and DM are already aware, but no action has been taken yet except we've given her two free drinks since the incident -__-
8Ariadnesthread8 10 points 2y ago
I don't understand how you have a restraining order and she's allowed in the store. Have you thought about talking to the lawyer that helped you file the restraining order?
sydbey_ 5 points 2y ago
Jesus they really do only care about the customer it’s so sad. This is astounding and I can’t believe you have to put up with this shit - I’m so sorry. Maybe you can try calling someone above your manager and explain the situation and let them know how worried you are about how this could negatively affect you even though you’ve tried to go through proper channels and it seems make the moment right in the past
cryingoverspiltmiIk 6 points 2y ago
Personally I would NOT offer the customer any more remakes or recovery cards. I’d just tell her that if she doesn’t like the way her drink comes out, she should consider ordering something new or going somewhere else.
I know it kinda contradicts the whole “make the moment right” concept and all of that, but this customer’s behavior sounds unacceptable and I can’t help but think the free drinks/remakes are encouraging them to come back and keep being nasty. So make her pay every time, and refuse service/file an incident report every time she gets physically or verbally aggressive, and hopefully either the customer or your manager/DM will get the message and this customer will finally leave your store alone. Also maybe a personal restraining order against the customer instead of one on behalf of the store? That way you could enforce it against her without your DM getting in the way. Sorry you’re going through this OP, and stay safe.
I know it kinda contradicts the whole “make the moment right” concept and all of that, but this customer’s behavior sounds unacceptable and I can’t help but think the free drinks/remakes are encouraging them to come back and keep being nasty. So make her pay every time, and refuse service/file an incident report every time she gets physically or verbally aggressive, and hopefully either the customer or your manager/DM will get the message and this customer will finally leave your store alone. Also maybe a personal restraining order against the customer instead of one on behalf of the store? That way you could enforce it against her without your DM getting in the way. Sorry you’re going through this OP, and stay safe.
FfierceLaw 5 points 2y ago
Of course they should care about you but clearly actions (or failure to act) speaks louder than words, however, have they no thought as to how she disturbs the third place for nice customers? I wish one or more of them would complain to management about her. Do you have any kind regulars willing to speak up for you? She is not only experiencing no consequences, she’s being rewarded
cpweird [OP] 6 points 2y ago
I honestly have no idea. Shes usually a drive thru customer so they dont even know the kind of shit she puts me through because im fed up by the time they get to the window and am usually in the back trying to cool down. would this be something worthy of contacting PCC?
FfierceLaw 3 points 2y ago
I would! Before she sends you to the ER
kpriestess19 4 points 2y ago
At this point I would get stuff in writing and threaten to get the police involved.
If nothing gets done after that, follow through and give them a call.
If nothing gets done after that, follow through and give them a call.
aspen_silence 2 points 2y ago
depending on how your state laws, she did not just assault you; it's actually assault and battery because she's actually using items in an attempt to physically harm you.
restraining orders are a legal document your DM has absolutely 0 control over unless they are a judge and has ruled the RO moot. This customer, by law, is not allowed near you and every single time she comes to the store you need to be calling the cops. Don't tell her, just do it because she is willfully flaunting her ability to ignore the law.
I have a lot of passionate feelings about abusive asshats. I'm so sorry you have to deal with this but your SM and DM are absolutely in the wrong for allowing this abusive barbaric human in your store.
restraining orders are a legal document your DM has absolutely 0 control over unless they are a judge and has ruled the RO moot. This customer, by law, is not allowed near you and every single time she comes to the store you need to be calling the cops. Don't tell her, just do it because she is willfully flaunting her ability to ignore the law.
I have a lot of passionate feelings about abusive asshats. I'm so sorry you have to deal with this but your SM and DM are absolutely in the wrong for allowing this abusive barbaric human in your store.
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