Starbucks Baristas: The daily grind
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Rant & advice: solo on drive through... as a green bean? (self.starbucksbaristas)
submitted by SpAcEcAt_94
Hey everyone, so yesterday I was placed on drive through with another Green Bean (I've posted about this individual before). Well... this green bean had been on drive through for awhile alone since we were slow and she wanted to prove herself.
A rush started happening so I was placed on window with her so then she could focus on orders and I could focus on customer connections and handing everything out. Well, she suddenly asked a female shift "hey can I go to the bathroom real quick to change (a certain female need)?" The shift, taken aback, was like "yeah of course". So this green bean scurried off to the bathroom...
I was assuming that she'd be back in less than 5 minutes, no big deal - we'd just have a few orders that were slower than the others since I've only been on drive through 2 times prior to this... and I could solo it for a few minutes (get my feet wet with practicing it solo for 1-2 orders).
A solid 20-30+ minutes later I'm asking the shift where the other green bean is... and the shift, looking around for a moment, is like "I thought she went to the bathroom..... but that was like an *hour* ago!" So the shift zoomed off. A few minutes later the other green bean finally showed up.
I - obviously the shift saw what happened. I assume I did nothing wrong? Yes I was slow and our times went from 50 seconds to over a minute and a half... and I feel bad about that but I feel like I did my best... I just need reassurance and also advice on how to do better at being solo. The ASM did take me aside when I was leaving and told me that I did good/fine and said that next time I'm solo to tell the customer their total at the window then let everything they say just go through one ear and out the other while I take the order through the headset... but any other advice?
I also kinda feel bad for being frustrated/irritated at my fellow partner... I'm not sure if she has a medical condition that prevented her from coming out of the bathroom sooner (if that's the case then I know I can't be mad) or if she was on her phone (then I feel like I'm allowed to be mad unless it was an emergency at home). I just - I'm not sure how to go about reacting to this with her, especially since she's already annoying me about being in my personal space. It feels like she's just trying to piss me off at this point, and I'm trying to be super chill about it...
TDLR: fellow partner left me solo on drive through for over 20-30+ minutes in the middle of a rush; feels like she is just trying to get on my bad side now.
Also what are the abbreviations for drive through positions and what are the differences? I know one is DTO and the other is DTR (or something like that)...
A rush started happening so I was placed on window with her so then she could focus on orders and I could focus on customer connections and handing everything out. Well, she suddenly asked a female shift "hey can I go to the bathroom real quick to change (a certain female need)?" The shift, taken aback, was like "yeah of course". So this green bean scurried off to the bathroom...
I was assuming that she'd be back in less than 5 minutes, no big deal - we'd just have a few orders that were slower than the others since I've only been on drive through 2 times prior to this... and I could solo it for a few minutes (get my feet wet with practicing it solo for 1-2 orders).
A solid 20-30+ minutes later I'm asking the shift where the other green bean is... and the shift, looking around for a moment, is like "I thought she went to the bathroom..... but that was like an *hour* ago!" So the shift zoomed off. A few minutes later the other green bean finally showed up.
I - obviously the shift saw what happened. I assume I did nothing wrong? Yes I was slow and our times went from 50 seconds to over a minute and a half... and I feel bad about that but I feel like I did my best... I just need reassurance and also advice on how to do better at being solo. The ASM did take me aside when I was leaving and told me that I did good/fine and said that next time I'm solo to tell the customer their total at the window then let everything they say just go through one ear and out the other while I take the order through the headset... but any other advice?
I also kinda feel bad for being frustrated/irritated at my fellow partner... I'm not sure if she has a medical condition that prevented her from coming out of the bathroom sooner (if that's the case then I know I can't be mad) or if she was on her phone (then I feel like I'm allowed to be mad unless it was an emergency at home). I just - I'm not sure how to go about reacting to this with her, especially since she's already annoying me about being in my personal space. It feels like she's just trying to piss me off at this point, and I'm trying to be super chill about it...
TDLR: fellow partner left me solo on drive through for over 20-30+ minutes in the middle of a rush; feels like she is just trying to get on my bad side now.
Also what are the abbreviations for drive through positions and what are the differences? I know one is DTO and the other is DTR (or something like that)...
SchemingPancake 6 points 2y ago
First off, you did great. Especially if your ASM took you aside and let you know that. Window times going from 50ish to a minute and a half while you we’re doing drive solo for the first time during a rush is nothing to be ashamed of!! You did all you could as fast as you could. With practice, it’ll get smoother, and you’ll feel more confident. Heck, after four years, I still get overwhelmed with all the moving parts to doing drive solo while it’s busy. There were two of you placed on drive for a reason. If you’re placed in that position again, don’t be afraid to answer at the box and welcome them and let them know you’ll be right back with them. That way you can get to a point with the customer at the window that you’re waiting on drinks/food to take the other order. If everything is ready, you can do window transaction, order, window transaction, order. You’ll find the rhythm, but for now, you are genuinely doing great!
Secondly, you have every right to be frustrated. They disappeared to the bathroom for 30 minutes to an hour. After asking to change their tampon or whatever. That’s super inappropriate, and you were forced to pick up the slack when you weren’t equipped to do so. If they had a medical condition, they should have communicated with the shift that they’d need to take a while so the shift could’ve flexed the play to accommodate their absence. Disappearing in the middle of their shift for an hour is bullsh*t. You did the absolute right thing mentioning it to your shift. If it happens again, I hope your manager hears about it. Either they need more support for an issue they’re having, or they need someone to light a fire under them so to speak. You are absolutely not in the wrong. It’s also okay to have coworkers you don’t gel with. It happens. But their actions were definitely not okay. (Also I read your other post about them, and someone jumping on bar while I’m trying to sequence and don’t need support is one of my big work pet peeves. So I get you with the frustration building already. If things keep happening, don’t be afraid to discuss your concerns with your shift. Maybe phrase them as questions. That has worked for me being non-confrontational in the past. Like “if I’m going to solo drive again soon and there’s a rush, could I get some order support? I don’t think I’m ready for solo drive yet.” Or “wasn’t I supposed to be doing hot bar and other partner doing cold bar? I’m just checking to clarify roles so that I know for the future.” That kind of thing tends to start conversation about what happened without being accusational. Just a thought.) Hopefully any of this was helpful! I wish you the best of luck as you settle in at the Bux, friend!
Secondly, you have every right to be frustrated. They disappeared to the bathroom for 30 minutes to an hour. After asking to change their tampon or whatever. That’s super inappropriate, and you were forced to pick up the slack when you weren’t equipped to do so. If they had a medical condition, they should have communicated with the shift that they’d need to take a while so the shift could’ve flexed the play to accommodate their absence. Disappearing in the middle of their shift for an hour is bullsh*t. You did the absolute right thing mentioning it to your shift. If it happens again, I hope your manager hears about it. Either they need more support for an issue they’re having, or they need someone to light a fire under them so to speak. You are absolutely not in the wrong. It’s also okay to have coworkers you don’t gel with. It happens. But their actions were definitely not okay. (Also I read your other post about them, and someone jumping on bar while I’m trying to sequence and don’t need support is one of my big work pet peeves. So I get you with the frustration building already. If things keep happening, don’t be afraid to discuss your concerns with your shift. Maybe phrase them as questions. That has worked for me being non-confrontational in the past. Like “if I’m going to solo drive again soon and there’s a rush, could I get some order support? I don’t think I’m ready for solo drive yet.” Or “wasn’t I supposed to be doing hot bar and other partner doing cold bar? I’m just checking to clarify roles so that I know for the future.” That kind of thing tends to start conversation about what happened without being accusational. Just a thought.) Hopefully any of this was helpful! I wish you the best of luck as you settle in at the Bux, friend!
SpAcEcAt_94 [OP] 3 points 2y ago
Thank you for the advice!
I just felt super overwhelmed being solo at the drive, because I was supposed to have someone else there so then I could focus on one thing. Luckily I'm used to customers and being busy so I rarely panic (I worked retail and have worked Black Friday at Kohls) - I think that was my saving grace (that and the masks cover a ton).
I was greeting customers as soon as they drove up and I was usually like "I will be with you in just a moment" and then "sorry about your wait, what can I get started for you today?" (The headset noise now haunts me).
I do feel bad for causing issues - I don't want the other green bean to be fired... especially if she does have a medical issue or if there was an emergency. But at the same time, I would like for her to do her actual job... or at least give the shift a heads up "like hey, I'm having this issue, I may be gone for a while". Our main morning shift is SUPER understanding (I adore her) so it's not like she would be like "no you can't take care of that".
Also the non-confrontational thing sounds perfect. I hate conflict and I don't want anyone to be fired but at the same time... I need her to do her job so then I can also do my job. I get that she wants to prove herself with doing drive solo but at the same time... she's doing the opposite because the other baristas are noticing everything and now she has a shift frustrated with her (the shift is also always very calm and she had an incredibly irritated tone when she realized that the other partner was missing from the DTO and I was going at it alone)...
I just felt super overwhelmed being solo at the drive, because I was supposed to have someone else there so then I could focus on one thing. Luckily I'm used to customers and being busy so I rarely panic (I worked retail and have worked Black Friday at Kohls) - I think that was my saving grace (that and the masks cover a ton).
I was greeting customers as soon as they drove up and I was usually like "I will be with you in just a moment" and then "sorry about your wait, what can I get started for you today?" (The headset noise now haunts me).
I do feel bad for causing issues - I don't want the other green bean to be fired... especially if she does have a medical issue or if there was an emergency. But at the same time, I would like for her to do her actual job... or at least give the shift a heads up "like hey, I'm having this issue, I may be gone for a while". Our main morning shift is SUPER understanding (I adore her) so it's not like she would be like "no you can't take care of that".
Also the non-confrontational thing sounds perfect. I hate conflict and I don't want anyone to be fired but at the same time... I need her to do her job so then I can also do my job. I get that she wants to prove herself with doing drive solo but at the same time... she's doing the opposite because the other baristas are noticing everything and now she has a shift frustrated with her (the shift is also always very calm and she had an incredibly irritated tone when she realized that the other partner was missing from the DTO and I was going at it alone)...
RistrettoIsBae 3 points 2y ago
The way it was explained to me that really helped was you get in a rhythm of it.
Take the order give the total turn off the headset go to the window take the payment ask if they want a receipt before you turn the headset back on to take the next order then hand the food out and go back to this rhythm and repeat this with the next customer.
Take the order give the total turn off the headset go to the window take the payment ask if they want a receipt before you turn the headset back on to take the next order then hand the food out and go back to this rhythm and repeat this with the next customer.
SpAcEcAt_94 [OP] 3 points 2y ago
Yeah. That's what I was trying to do. My ASM recommended the taking the order from one car while taking payment for the customer at the window, which seems a bit confusing. I dunno. I guess some baristas can do that and it makes sense to them but it just does not compute with me yet since I still don't fully know the register.
Luckily I seemed to have super understanding customers, they could see that I was solo and no one got (visibly) angry at me. That made it a lot less stressful but still...
Luckily I seemed to have super understanding customers, they could see that I was solo and no one got (visibly) angry at me. That made it a lot less stressful but still...
SithlordzomB 3 points 2y ago
DTO= Drive thru order. Taking the orders
DTR= Drive thru register. Window hand off and taking payment
DTR= Drive thru register. Window hand off and taking payment
SpAcEcAt_94 [OP] 5 points 2y ago
Thank you!
temporarynothings 1 points 2y ago
You sound like you did great!! Don’t feel bad about taking longer especially if you’re not used to soloing DT. It’s definitely not an easy position to master.
I’m stuck on DT literally about every shift because I’m the fastest at soloing, apparently. This is my solo routine:
Greet customer at window, tell them their total and take their payment, and then start taking an order (if they’re gathering their cash/card/app I just start taking orders while I wait & pay them out once I finish taking orders). I’ll usually hand out their items as I take orders, but that kind of multitasking will come with time. You could even ask a bar partner to hand out something really quick. I just repeat the process. If no customers at the order box, I just make small talk with the people waiting.
Being annoyed that your drive thru partner left you stranded for 20+ minutes is absolutely understandable. It annoys me to no end when my DT partner runs off. Don’t feel bad for being bothered by it, because it’s definitely not okay for people to disappear just because.
It sounds like you have a good support system. Never ever be afraid to ask for help if it’s too overwhelming, it’s really not worth the stress and over exertion.
Positions:
DTR/DTW - Drive thru Register/Window (used interchangeably)
DTO- Drive thru Orders (just taking orders)
DT- Drive thru
I’m stuck on DT literally about every shift because I’m the fastest at soloing, apparently. This is my solo routine:
Greet customer at window, tell them their total and take their payment, and then start taking an order (if they’re gathering their cash/card/app I just start taking orders while I wait & pay them out once I finish taking orders). I’ll usually hand out their items as I take orders, but that kind of multitasking will come with time. You could even ask a bar partner to hand out something really quick. I just repeat the process. If no customers at the order box, I just make small talk with the people waiting.
Being annoyed that your drive thru partner left you stranded for 20+ minutes is absolutely understandable. It annoys me to no end when my DT partner runs off. Don’t feel bad for being bothered by it, because it’s definitely not okay for people to disappear just because.
It sounds like you have a good support system. Never ever be afraid to ask for help if it’s too overwhelming, it’s really not worth the stress and over exertion.
Positions:
DTR/DTW - Drive thru Register/Window (used interchangeably)
DTO- Drive thru Orders (just taking orders)
DT- Drive thru
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