Starbucks Baristas: The daily grind
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When everyone yells at you to make customer connections even when the customer clearly doesn’t wanna talk and this is a real review for your store (i.redd.it)
submitted by lilyellowfaith
youjustgottaignite 251 points 2y ago
Lol we never win. But I always examine their body language if they’re willing to have small talk. If they don’t seem engaging, I’ll just give them their item and see ya!
is_it_soy 84 points 2y ago
Some stores don’t give a shit tho.
I had an SSV once who would push everyone to ask connecting questions at register and to make them smile. And if they were already smiling, we had to make them laugh.
Such bs
I had an SSV once who would push everyone to ask connecting questions at register and to make them smile. And if they were already smiling, we had to make them laugh.
Such bs
emmaniamh 31 points 2y ago
Jesus. I've had so many instances of wanting to quit when being pressured to connect. I really don't wanna annoy people. I would be annoyed if I were them. I can easily talk to ones who wanna talk but my social anxiety is severe and starbucks makes me push myself too far.
[deleted] 31 points 2y ago
[deleted]
MonstrousGiggling 6 points 2y ago
Thats so fuckin awkward.
HelicopterNovel 5 points 2y ago
My district is having an expectation where now ANYTIME i talk to a customer who's name I don't know, I have to say: "Hey, I'm HelicopterNovel! What's your name?!". every. single. time.
And also there has been rumors of whoever is on handoff plane, that any time someone grabs their drink instead of handoff position physically holding their cup and give it to them, is going to be written up. What am I supposed to do? Smack their hand away and do the same motion they were supposed to do? Grab their drink and go?
AND now we have to insist carrying things to their car anytime they have a carrier and a bag. If they say no? FUCK IT, I INSIST. Because I don't know how to read a room or realize our clientele are capable enough to hold a carrier or a bag!
And also there has been rumors of whoever is on handoff plane, that any time someone grabs their drink instead of handoff position physically holding their cup and give it to them, is going to be written up. What am I supposed to do? Smack their hand away and do the same motion they were supposed to do? Grab their drink and go?
AND now we have to insist carrying things to their car anytime they have a carrier and a bag. If they say no? FUCK IT, I INSIST. Because I don't know how to read a room or realize our clientele are capable enough to hold a carrier or a bag!
jdalexandria 4 points 2y ago
As a shift, I understand that you can't push connections. The stores that get the better scores are the ones who aren't getting barked at all the time and have managers who care about their partners. It will happen organically before it ever happens the way you're describing.
Immediate-Law-3000 27 points 2y ago
Helpful hint: when management pressures you to connect with a customer, lie and say the customer made you feel uncomfortable, and that them asking you to talk to them more is making the situation worse. If they ask you why the customer made you uncomfortable you can say you don’t feel comfortable talking about it any further. 👍🏼
lilyellowfaith [OP] 12 points 2y ago
When I try to leave people alone who clearly don’t wanna talk, shifts get upset and tell me I need to be making customer connections so I feel stuck because I don’t wanna force someone into a conversation that they don’t wanna have, but I’m pretty new and don’t wanna upset anyone I work with. It sucks and is easily my least favorite part of the job
the1noir 0 points 2y ago
Some people don’t have the common sense to do this.
knit_von_purl 131 points 2y ago
Imagine if taco bell or McDonald's started making connections
Sarahthelizard 27 points 2y ago
"So... Ya like tacos?"
Allison_82 17 points 2y ago
I’ve been saying this too
Lilium816 107 points 2y ago
It's usually pretty easy to identify customers that are willing to chat when you ask questions and those that aren't.
If they look away, give short curt answers, speak low/mumble/under their breath, or get agitated when you do, it's best to just drop it.
Not every customer needs you to actually "make an effort to get to know them" for them to answer as such in the survey they receive. Just be genuine and provide good service and you'll get there.
If they look away, give short curt answers, speak low/mumble/under their breath, or get agitated when you do, it's best to just drop it.
Not every customer needs you to actually "make an effort to get to know them" for them to answer as such in the survey they receive. Just be genuine and provide good service and you'll get there.
HedgehogFarts 16 points 2y ago
Customer here. I will answer cheerfully to questions to be polite, but I still would rather be left alone. (Would never leave a nasty review about it though.)
Not sure how I found this sub, but I’m just shocked Starbucks upper management thinks making connections is a good idea. It’s so out of touch with where we are as a society. For instance, many people order to-go food online (vs calling the restaurant) specifically so they don’t have to interact with other people.
Not sure how I found this sub, but I’m just shocked Starbucks upper management thinks making connections is a good idea. It’s so out of touch with where we are as a society. For instance, many people order to-go food online (vs calling the restaurant) specifically so they don’t have to interact with other people.
Lilium816 4 points 2y ago
Our "customer connection score" is one of the most important metrics for upper management.
Sarahthelizard 8 points 2y ago
This. I try and make people feel welcome, but my girlfriend gets anxiety when people do that to her, I can only imagine what others would feel.
Ashesremindme 2 points 2y ago
I wonder what would happen if we did what car dealerships do and told people they may get a survey in the next few days, and that only the highest score counts as a positive. I wonder if that would make the scores go up, or if it would increase calls to the store saying their drink was good, but it didn't bring tears of joy to their eyes, so they need a remake in order to give the top score.
xmlcx1 1 points 2y ago
yeah but some shifts won’t allow that shit. we have to keep the window open at all times and if we aren’t talking to them the entire time they’re at the window, we get yelled at.
Lilium816 2 points 2y ago
Then they're doing shit wrong lmao
[deleted] 1 points 2y ago
[deleted]
lettheoceantxkeme 82 points 2y ago
i tried to explain this to the manager at my old store that some people have anxiety or don’t want to have conversation but she didn’t care if they didn’t wanna talk, we had to force conversation or we’d get yelled at
Immediate-Law-3000 9 points 2y ago
One time my manager actually went over and kicked a partner which then led to her quitting. I strongly urged her to report what happened but never heard back if she did or not. Honestly probably nothing would’ve happened. It’s very sad.
lettheoceantxkeme 6 points 2y ago
kicked them?? why??
Immediate-Law-3000 1 points 2y ago
Because they were asked multiple times to connect with customers. Not a good reason at. all.
seoulbby 46 points 2y ago
I want to print this out and hang it in the back of my store... my SM has been trying to push a "question of the day" but it's so forced and awkward!
dthomp0806 32 points 2y ago
I never do this to customers, idc about connecting. And i stop going to any restaurant or store if the employees do this. I just want my shit, not a full blown conversation like we're besties. And the majority of people want the same i think.
donutschmonut 14 points 2y ago
There is a store out there that has different colored shopping baskets you can choose from based on whether you would like to be approached by a sales person or not. I really really love that idea.
Bubblebutt217 2 points 2y ago
I’ve done this on my hands or on a paper and just told my SM the person is on the phone or has a headache lol
[deleted] 23 points 2y ago
[deleted]
exper1ment626 7 points 2y ago
We aren’t trained on any of that. We just do it and it’s just the people they hire.
KittenG8r 2 points 2y ago
I used to live on the same block as a DB and the Broistas all had this trait. I adored them. They really helped me get through the loneliness of the pandemic 🥰
odonatous 2 points 2y ago
Oh I thought for sure it had to be a policy but I will defer to your expertise on this.
strawberrifield 14 points 2y ago
Agree! I only ever would make small talk if I had a legit connection, and read the vibes of the customer - if they didn’t seem like they wanted to talk then I wouldn’t push it. Starbucks is goofy with the customer connection BS lol how bout just treat people like they’re people?
Allison_82 13 points 2y ago
One of my many reasons for recently quitting like wtf 😂
bryceofswadia 11 points 2y ago
Fr. I go to other drive thrus and they all but throw the food at me and tell me to go fuck myself.
Gold_Gap 8 points 2y ago
I never understood this, it's very outdated and some ssv need to take social anxiety into account.
unsatisfied_plant 7 points 2y ago
I remember being yelled at for not table touching with customers when they CLEARLY didn’t want to be bothered. I used to tell my manager “if I were in their position, I would be extremely uncomfortable. Please don’t make me someone’s reason for a bad experience.”
(When I say they clearly didn’t want to be bothered, I mean these customers would wear noise cancelling headphones and make sure they weren’t making eye contact with me when I would come out to sweep. It’s very obvious that some people are here just to use wifi or get coffee and be alone. Not everyone is a social butterfly.)
(When I say they clearly didn’t want to be bothered, I mean these customers would wear noise cancelling headphones and make sure they weren’t making eye contact with me when I would come out to sweep. It’s very obvious that some people are here just to use wifi or get coffee and be alone. Not everyone is a social butterfly.)
ktowntoker 4 points 2y ago
I don’t personally like that as a customer either. I always keep the convo going, but to be honest most times I’m there it’s 6:45 am before work and I’m still half asleep😂 leaving a review is a bit extra though
beaudebonair 4 points 2y ago
When I used to be an ex-partner barista at Starbucks in 2008, I guess I was just known for my speed more than my "customer connection". So much so, my Manager would specifically place me on duty to hand out samples, lol!
lewabwee 3 points 2y ago
I’ve worked at stores where management really pushed those customer connections and suggestive selling but I never ever seem to hear about it. The most I’ve gotten is “try to be less curt”.
I’m really stiff/mechanical, curt, don’t look people in the eyes ever, and pause too long before responding because I don’t know what to say. I guess what I’m saying is if you’re awkward enough then you really lower the bar to the point where they just don’t want you to seem rude. Making customers uncomfortable whenever you prolong that contact with them is basically a superpower.
I’m really stiff/mechanical, curt, don’t look people in the eyes ever, and pause too long before responding because I don’t know what to say. I guess what I’m saying is if you’re awkward enough then you really lower the bar to the point where they just don’t want you to seem rude. Making customers uncomfortable whenever you prolong that contact with them is basically a superpower.
ZeppiZepp 3 points 2y ago
I have a shift who is super adamant about customer connections. It got to the point that when we wouldn’t or couldn’t talk, we’d be put on customer support. As someone who’s usually the most experienced barista on the floor, it gets to draining to here him lecturing in our ears about making sure the customer feels wanted. I have really bad adhd and social anxiety, so if I’m focusing on bar I can’t talk to people at the same time. I wash a lot of dishes when he’s working...
official_koda_ 2 points 2y ago
Literally most people don’t want to talk, it’s very clear. And my manager tries to push it even when they’re clearly uncomfortable. Even when people are minding their business on their laptops when the cafes open, he wants us to go and pester them.
jeonzelink 2 points 2y ago
I got written up for not making customer connections with people who didn’t feel comfortable talking to me when I TRIED connecting with them (‘:
bailter_space 1 points 8m ago
The training modules get about making the moment right specifically mention that for some people the 100% best customer service you can offer is a hello, thank you and goodbye. Absolutely baffling to me that forced customer connections is still a thing especially considering times are such a huge thing now
Lisa0721b 1 points 1y ago
Oof! I’m doubting there were any “personal questions” asked.
parallel_wave 1 points 2y ago
ESPECIALLY WHEN MY MANGER IS DOING DTR AND SHE KEEPS TELLING ME TO TALK TO THEM LIKE WTF THEYRE TALKING ON THEIR PHONE ARE YOU BLIND ?!
Kcv_1230 1 points 2y ago
I work at Starbucks in Target. They told us that we have to make customer connections. I don’t want to be lectured about someone bad life again, this sucks!!!
Alternative-Pay4596 1 points 2y ago
honestly!! im all about body language if they don’t want to talk its so easy to read the room!
sydinseattle 1 points 2y ago
Yikes. I guess I knew that friendliness was encouraged, but I never realized to what extent and now I feel like the needy dork who gives an enthusiastically complete answer to whatever is asked and then asks stuff in return. I mean, I have a nice relationship with the staff, who know me by now because I am very outgoing, but 😆😂😬🤭
Jolly-Escape-5971 1 points 2y ago
The customer connection score is WAY more than small talk. When they receive their survey they're asked a series of questions that each have a score connected which all average out to what we see. Here is a link to what it's all made up of if you're interested in other ways to improve your score.
http://imgur.com/gallery/9f0OIJq
http://imgur.com/gallery/9f0OIJq
zerohydrogen 1 points 2y ago
The company should allow you to react to the customer. If they are talkative then sure be talkative. If they just order then just give them the order. I don't understand how a billion dollar company doesn't know the same stuff you learn in small business. In fact that basic life skills.
Major_amc 1 points 2y ago
You probably should have asked them how they’re feeling about the current political climate.
bluedragon708 -6 points 2y ago
Um sever this is Starbucks and people are polite sorry you don’t live in the same world as everyone else 🙃🙃
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