Starbucks Baristas: The daily grind
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Had my 2nd ever angry customer today 🙃 (self.starbucksbaristas)
submitted by SpAcEcAt_94
So my first one (I've posted about her) I didn't even notice. THIS one I did.
So this customer ordered a green ice tea at the register with me. Naturally once I submitted the order, I didn't remember what size. Fast forward maybe 4 minutes, and this customer was demanding her drink at the other end of the bar (saying that she "needs her drink", etc). We had mobile upon mobile order and it was the middle of rush... and our stickers ran out so a barista was hurriedly replacing the roll to print out more mobiles (and the cafe orders). This customer was the only one in the lobby so I understand why she was frustrated, but our store has customers who have a habit of ordering mobile in the drive thru and then pulling forward to announce that they have a mobile order.
In an effort to keep the peace I asked the customer "you had a green iced tea correct?" At her nod I was like "do you remember what size?" At this she got super annoyed (no mask so I could see her lips practically curl in a disgusted face) and huffed out a curt "no".
I'm a green bean so I know that there is a way to retrieve the last order from the register but I don't know how to do it. No one was available to show/teach me so I just made her a Trenta green iced tea to "make the moment right".
My question is - why was she so angry? Doesn't she realize that sometimes drinks take a minute, especially with mobiles also coming out? Also... how does she NOT remember what size she ordered?
So this customer ordered a green ice tea at the register with me. Naturally once I submitted the order, I didn't remember what size. Fast forward maybe 4 minutes, and this customer was demanding her drink at the other end of the bar (saying that she "needs her drink", etc). We had mobile upon mobile order and it was the middle of rush... and our stickers ran out so a barista was hurriedly replacing the roll to print out more mobiles (and the cafe orders). This customer was the only one in the lobby so I understand why she was frustrated, but our store has customers who have a habit of ordering mobile in the drive thru and then pulling forward to announce that they have a mobile order.
In an effort to keep the peace I asked the customer "you had a green iced tea correct?" At her nod I was like "do you remember what size?" At this she got super annoyed (no mask so I could see her lips practically curl in a disgusted face) and huffed out a curt "no".
I'm a green bean so I know that there is a way to retrieve the last order from the register but I don't know how to do it. No one was available to show/teach me so I just made her a Trenta green iced tea to "make the moment right".
My question is - why was she so angry? Doesn't she realize that sometimes drinks take a minute, especially with mobiles also coming out? Also... how does she NOT remember what size she ordered?
Shige_ 44 points 2y ago
Honestly you handled that situation so well! Who cares if she got mad, you did everything right.
As for why: some people are just looking for a fight, some may be dealing with a lot of person shit in life (illness, death, job loss, etc), some are just literally horrible people to their core.
Never take it personal (as hard as it is sometimes), just keep moving and doing a great job :)
As for why: some people are just looking for a fight, some may be dealing with a lot of person shit in life (illness, death, job loss, etc), some are just literally horrible people to their core.
Never take it personal (as hard as it is sometimes), just keep moving and doing a great job :)
SpAcEcAt_94 [OP] 10 points 2y ago
Thank you!
I wasn't sure what else to do but considering I've seen other baristas (and shifts) give out free drinks to customers who had bad experiences at other Starbucks, I figured it would be fine to give her the largest size. I knew she ordered and paid, so it's not like she was trying to scam us.
And I feel like something was happening to make her be in a hurry. She seemed like she was in a rush (and it is Memorial Day) so it's maybe that? Trying not to take it personally, but hey, once I rant about it once or twice then I'll forget about it.
I wasn't sure what else to do but considering I've seen other baristas (and shifts) give out free drinks to customers who had bad experiences at other Starbucks, I figured it would be fine to give her the largest size. I knew she ordered and paid, so it's not like she was trying to scam us.
And I feel like something was happening to make her be in a hurry. She seemed like she was in a rush (and it is Memorial Day) so it's maybe that? Trying not to take it personally, but hey, once I rant about it once or twice then I'll forget about it.
jams1015 23 points 2y ago
So, all you do:
Go to a POS. Hit "find order/save order" button. Then select "closed order". Should be there.
Go to a POS. Hit "find order/save order" button. Then select "closed order". Should be there.
SpAcEcAt_94 [OP] 3 points 2y ago
Thank you!
is_it_soy 21 points 2y ago
First, bravo! You handled that so well!
Second, no, she does NOT know that drinks take time to make.
A lot of people live in their own personal bubble and cannot grasp that there are other people who are paying for the same service. For them, it’s all about “me me me.”
Second, no, she does NOT know that drinks take time to make.
A lot of people live in their own personal bubble and cannot grasp that there are other people who are paying for the same service. For them, it’s all about “me me me.”
SpAcEcAt_94 [OP] 6 points 2y ago
Makes sense. I mean, she could obviously see that there were a ton of people in the drive thru. Instead she decided to be an entitled brat. A grown woman.
I kinda wanted to tell her to be patient, but I decided that no violence was needed today. I didn't want anything thrown at me, plus my store needs good reviews.
I kinda wanted to tell her to be patient, but I decided that no violence was needed today. I didn't want anything thrown at me, plus my store needs good reviews.
sylvie482 10 points 2y ago
I don’t think she actually forgot her size. She probably got a tall and didn’t want to say it because she would probably be given a Venti or Trenta if she “forgot”.
SpAcEcAt_94 [OP] 13 points 2y ago
I'm pretty sure you're right. Looking back I'm pretty sure she ordered a tall or a grande now that I have time to actually sit and think about it. In the moment though I was just trying to get her drink to where she couldn't come back and complain that we shorted her on her drink or gave her the wrong one (she gave off major "I will throw this drink at your face" vibes).
sydbey_ 5 points 2y ago
Lol I’d have been like youre telling me don’t remember what size you ordered? 🧐
SpAcEcAt_94 [OP] 7 points 2y ago
I'm 100% sure that's exactly what my face portrayed for a solid 2 seconds before my customer service "I am here to help" face settled into play. Luckily we wear masks so I don't think she saw my annoyance.
sydbey_ 2 points 2y ago
unfortunately sometimes my annoyance is on my face whether or not I want it to be. RBF is real lol
SpAcEcAt_94 [OP] 2 points 2y ago
I feel that. I feel like the longer I work retail/food service, the more RBF my face becomes... because I'm constantly thinking 'wtf is this customer on?'
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